Hotels are increasingly making investments in guest-facing technology, and for good reason: as guests become familiar and comfortable with tech at home, they expect (or demand) the same when traveling. Back-of-office tech investments, although not as visible as guest-facing tech, shouldn’t be overlooked, however, as they can help increase efficiency and guest satisfaction, and also help maintain hoteliers’ sanity.
“Hoteliers are busy people who are pulled in multiple directions daily, therefore it is imperative for them to streamline back-of-house operations to improve operational efficiency, reduce costs, improve the guest experience and increase employee satisfaction,” said Kevin Sweeney, vice president of product at Enseo.
Sweeney noted that according to a survey by the American Hotel & Lodging Association, Wi-Fi is the top priority for guests, so streamlining Wi-Fi and networking services should be a top priority for hoteliers. Other priorities for streamlining are procurement, inventory management, maintenance requests and reservations.
To assist hoteliers in this effort, Sweeney said Enseo has a managed Wi-Fi solution that includes a comprehensive dashboard of all Wi-Fi reporting metrics.
“Whether looking at-a-glance or diving in for detailed statistics, Enseo’s dashboard simplifies high-speed internet access and streamlines a hotel’s network,” Sweeney said. “Available information includes bandwidth, online/offline status of devices, down devices, number of guests on networks, and the amount guests have paid for monetized tiers.”
Sweeney added that when determining the best back-office solution for a property, hoteliers should understand the property’s needs, evaluate the technology options available and select a partner that is innovative, adaptive, has the required technical expertise and offers dependable support.
Create a Resilient Network
Marc Vaughn, senior vice president, operations, Cloud5, said that in today’s hospitality landscape, network reliability and connectivity are business imperatives.
“Today’s guests expect uninterrupted high-speed Internet, robust Wi-Fi coverage, and secure, responsive digital services,” he said. “When networks underperform, it directly impacts guest satisfaction and loyalty.”
Vaughn recommended that to create a resilient network and enhance both front and back-of-house operations, hoteliers should focus on streamlining network management, security protocols and IT support functions. Centralizing these tasks, he said, allows the property’s IT resources to anticipate and quickly resolve connectivity issues, optimize performance and maintain consistent security standards across guest and operational networks.
Vaughn added that managed service providers (MSPs) can provide crucial, around-the-clock monitoring and management services that alleviate the network management burden on hotel staff and in-house IT teams.
“MSPs offer platforms that consolidate data from across the property, flagging issues before they affect guests and helping IT teams proactively manage bandwidth and the user experience,” he said. “Emerging solutions, like SD-WAN (software-defined wide area network), allow for highly flexible network management that can dynamically prioritize traffic and adapt bandwidth usage based on real-time guest and operational needs.”
SVP of Specialty Access Control Solutions at dormakaba Americas Darien Long said that because hotel workflows are dynamic and regularly change based on occupancy and guest desires, planning can be challenging. He advised that hoteliers must balance security protocols with the flexibility required to create dynamic workflows that enhance the guest experience.
"To address this, hoteliers can leverage online systems that allow for remote access and real-time data. For example, by deploying electronic locks across a property, staff can easily monitor security threats from anywhere, at any time. And by integrating these systems with other parts of their tech stack, alerts can be sent to staff via systems that they’re regularly monitoring, ensuring responsiveness. Additionally, integrating access control with identity security systems ensures that staff access is granted or revoked in real time, streamlining operations without compromising security or the guest experience."
Four Key Areas of Focus
There is a cost benefit to streamlining back-office operations, and it also yields significant time savings, improves staff morale and helps staff focus on improving guest satisfaction, said Robert Grosz, president and COO, WorldVue.
According to Grosz, WorldVue sees four key back-office areas to focus on:
- Safety for employees and staff who work alone. When safety is an important focus, it’s essential to choose an employee safety device solution that’s easy to use and manage. “WorldVue’s ProSafe solution provides room/area-level-accurate geolocation services for emergency situations, ensuring staff can be located quickly and efficiently,” Grosz said.
- Guest communication, including clear in-room communication with personalized welcome messages, itineraries and other information, combined with digital signage throughout the hotel. According to Grosz, “The WorldVue HUB offers a single solution that integrates guest messaging and digital signage along with entertainment options and can be tied into the property management system for greater personalization and simpler management.”
- Smart energy and utility management solutions that can automate energy-saving measures for HVAC and lighting. There are also solutions that can detect water leaks and suggest opportunities for reducing waste. This reduces costs and enhances property values. “Such solutions also support sustainability efforts, which are increasingly in demand by travelers worldwide,” Grosz said.
- IT infrastructure and cybersecurity. “Modern back-office solutions require a robust communications infrastructure,” Grosz said. “No matter what solutions are used, it’s imperative to focus on cybersecurity, including firewalls, encryption, regular system updates and employee training. The most fundamental investment properties can make for these types of solutions is in digital infrastructure. It’s the backbone of a property’s technology ecosystem, playing a vital role in almost every part of its operations.”
Head in the Cloud
According to Mike Gray, global vice president of strategic partnerships, Nomadix, a key trend to watch is major chains taking as many pieces of hardware off the property as possible and migrating them to the cloud.
“There are several reasons for that,” Gray said. “It's less of a headache as far as maintenance goes and that also translates to cost savings because maintenance costs are lifted out of the property and into the cloud. And there's less to go wrong when you're a franchisee. So, being able to take anything out of the property and migrate to the cloud is a benefit both financially and operationally.”
Gray added that not having to deal with servers and other hardware onsite not only “tidies up” a property, it makes hoteliers more efficient and more profitable.
“In the case of Nomadix's, we have a piece of hardware on site, which is the land WAN connector, but everything else is managed by the cloud. Having that consistency and efficiency helps everyone,” he added.
What the Future Holds
Looking ahead, Vaughn said the back office of the future will be an integrated, AI-powered ecosystem that anticipates issues before they arise. Predictive analytics will enable hotels to optimize network performance and adjust capacity dynamically based on occupancy, usage patterns and peak times. Fully mobile-enabled back-office systems will allow staff to address network, security and guest management tasks from anywhere on the property, making operations more agile and responsive. Enhanced data-driven insights will allow hoteliers to improve personalization, drive resource efficiency and maintain the quality of digital experiences.
“This kind of intelligent, proactive back office will not only protect the bottom line but also elevate the guest experience, setting the standard for the future of hospitality,” Vaughn noted.
"Hoteliers should invest in access control systems with real-time credentialing, allowing for an agile flow of staff without compromising security," Long said. "Additionally, taking locks online and integrating them with cloud-based systems gives hotels access to real time updates without a significant investment in labor, while ensuring that security remains robust in the face of evolving threats, including cyberattacks and AI advancements. These innovative solutions enable hoteliers to stay ahead of security risks and operational inefficiencies while ensuring the guest experience is at the center."
This article was originally published in the January edition of Hotel Management magazine. Subscribe here.