Explore every episode of the podcast Maestro PMS

In an era where guest engagement is rapidly evolving, the hospitality industry is compelled to adopt technological innovations that enhance communication and efficiency. From the shift towards direct guest communication to the integration of AI-driven personalization, hotels are embracing a data-centric approach to elevate guest experiences. Amidst this transformation, conversations around the GuestXMS platform explore the synergy between strategic automation and genuine human interaction.

The essence of these discussions revolves around a crucial question: How can hospitality stakeholders leverage AI and smart communication tools while upholding the foundational values of guest satisfaction and operational excellence?

In this episode of the podcast by Maestro PMS, host Michelle Dawn Mooney engages with Bill Morris, Senior Account Executive for Maestro PMS, and Claire Phua, Head of Product and Partnerships at Fetch, to explore pivotal technological advancements in hospitality today. The dialogue moves from identifying key guest engagement trends to actionable strategies for integrating AI to optimize guest interactions.

Key Conversational Points:

• Exploring the evolving landscape of guest engagement and its impact on guest satisfaction
• Strategies for integrating AI into hospitality operations to enhance guest experiences
• Showcasing real-world examples where GuestXMS has significantly improved hotel operations and guest feedback

With a background in managing guest feedback systems, Bill Morris shares his experiences in driving innovation at Maestro PMS. Complementing this, Claire Phua offers insights into partnership-driven product development at Fetch, focusing on how the GuestXMS platform addresses current challenges in hospitality and sets a path for future advancements.

Can the secret to unlocking hotel success lie in the technological advancements available to the hospitality industry?

As hotels increasingly seek technological solutions to enhance operational efficiency and guest satisfaction, the integration of Maestro PMS and Purplecloud Technologies stands out. This collaboration is pivotal when the hospitality industry is navigating post-pandemic recovery, with a need for streamlined operations and enhanced guest experiences. Notably, a recent survey found that more than 75% of its respondents in the hotel industry prioritize investing in technology to boost efficiency and customer service.

What are the practical benefits of integrating advanced property management systems and real-time communication tools in unlocking hotel success?

On “Conducting Conversations,” host Michelle Dawn Mooney spoke with Tyler Mulkey, the Head of Business Development & Strategic Partnerships from PurpleCloud Technologies, Margaret Legum, a Senior Consultant at Maestro PMS, and Patti Culwell, the Director of Operations at the Texas A&M Hotel and Conference Center. They examined the significant impacts of their technological integration on hotel management and guest satisfaction.

Key points from their conversation include:

• Real-time room status updates allow for more efficient management of housekeeping and maintenance tasks

• Early engagement with guests through advanced texting platforms enhances the pre-arrival experience

• Ongoing enhancements and updates to the integration system prepare hotels for future operational challenges

Tyler Mulkey is deeply involved in developing strategic partnerships at Purplecloud Technologies. With a robust background in business development, he focuses on crafting solutions that enhance communication and operational efficiency in the hospitality sector. His innovative approaches have been pivotal in streamlining hotel operations.

Margaret Legum serves as a Senior Solutions Consultant at Maestro PMS, where she specializes in tailoring property management systems to meet the dynamic needs of the hospitality industry. Her expertise lies in integrating technological solutions that improve hotel management and guest services, ensuring a seamless interface between technology and user experience.

As the Director of Operations at the Texas A&M Hotel and Conference Center, Patti Culwell oversees all operational aspects of the facility, ensuring top-notch service and efficiency. Her extensive experience in hotel management has equipped her with valuable insights into optimizing operations to enhance guest satisfaction and streamline service delivery.

Article by MarketScale

At a time when customer preferences are constantly shifting, process innovation in hospitality must streamline operations and create bespoke guest experiences.

From the ease of mobile check-ins to the emergence of virtual concierges, hotels are embracing a tech-forward approach. Amidst this wave of change, there's a buzz of conversations around ethical AI applications, exploring the balance between automation and authentic human interaction.

The essence of these discussions boils down to a pivotal question: How can the hospitality industry harness the power of smart technology and AI while preserving the core values of guest satisfaction and ethical business practices?

In this installment of Conducting Conversations by Maestro PMS, host Michelle Dawn Mooney welcomes Warren Dehan, the President of Maestro PMS, and Adam Mogelonsky, a key figure at Hotel Mogel Consulting, to dissect the imperative of process innovation in hospitality today. The conversation transitions from recognizing the core of innovation to practical steps organizations can take to foster a culture of continuous improvement.

Key Conversational Points:

• Delving into the facets of process innovation and its resonance on client contentment

• Tactics for nurturing an innovation-centric ethos within hospitality conglomerates

• Unveiling real-world instances of innovation engendering tangible dividends in the domain

With a rich background in property management systems, Warren Dehan shares his journey of leading myriad innovation endeavors at Maestro PMS. On the flip side, Adam Mogelonsky, boasting a consultancy lineage, divulges insights from his comprehensive engagements with various hotels aimed at elevating operational efficiency and guest satisfaction.

Host Michelle Mooney spoke with Warren Dehan, President of Maestro PMS, and Tucker Lightsey, VP of Product at American Kiosks, on how self-service automation can be the key to success. They discussed:

1. A continued staffing shortage post-pandemic

2. The benefits of Kiosk to businesses

3. How Kiosks, a self-service automation technology can be implemented

Many industries are experiencing staffing shortages post-pandemic; hospital and hotel businesses were not excluded from this downtrend. According to a survey by the ALHA, 97% of hotels have staffing issues, while 49% have severe staffing issues. 

Due to decline in the employment pool, filling vacancies has become challenging. Therefore, there is a need to embrace self-service technology for its automation ability. Managers are turning to self-service tools to ensure customer experience remains positive.

Kiosks is a perfect example of a self-service technology that managers can use for the smooth running of operations. According to Lightsey, “The kiosks’ technology has double benefits- a solution to the staffing issue, it is always available to fill that staffing gap, and adding value customer experience.”

With self-service, customers can do almost anything from their smartphones. Since their data is already in a hotel system during pre-registration, they spend a lesser amount of time interacting with personnel when they arrive at the facility. A long queue at the front desk can negatively affect the customer experience. Therefore, one of the use cases of kiosks is complete automation of the front desk; a self-service solution where there is a virtual concierge doing all the tasks. 

Many managers are adopting the self-service automation for several reasons. The first reason is the obvious labor shortage. However, another reason is due to the customer expectations.

“I think this technology allows you to serve all the guests on their terms. If they want to use the technology because it is easier for them or they prefer it; they can. Nevertheless, if they require human interaction, they will also get it. Regardless, the self-service technology reduces the load on the front desk, and the long lines and certainly helps with guest experience,” explained Dehan.   

“The kiosks’ technology is not directed towards replacing staff. Instead, it is about complementing such that your productivity is maximized and the customers are happy,” added Lightsey.

The first step to utilizing the self-service technology is to identify the required use case. Afterward, Kiosks can create a customized solution for the business such that managers can achieve their set goals. 

“Regardless of how great this automation is, it is still a new technology. Therefore, whether it is implemented in the area of mobile check-in, mobile checkout, or mobile pre-registration, the guests have to be educated so they can effectively utilize it,” noted Dehan.

The growing role of technology in the hospitality industry means it is more crucial than ever to properly budget technology investments for 2023. Thomas Small, Global Enterprise Sales Director at Silverware POS, and Warren Dehan, President of Maestro PMS, property management software, spoke with Michele Dawn Mooney about the technology investments hospitality businesses should make in 2023.

“Technology has been a part of the hospitality industry for a long time,” Dehan said. “But the adoption, and the pace in which things have changed over the last two to five years, we’ve seen tremendous pace in introducing technologies that bring the user experience to the guest.”

And that expectation is driven by guests and fuels technology innovation in the hospitality space. “Guests want that same interaction, that same level of interface with the hotels,” Dehan said of a guest’s desire to utilize their phones with the services of a hotel or restaurant. “Not everyone wants to go to a front desk; not everyone wants to call for a reservation. They just want to do it on their device.”

Small said that having the right technology for today’s restaurants means the difference between success and failure. “We’re in an industry with a high failure rate, and technology is key to handling that challenge.”

Small said mobile ordering is one technology solution vital in today's restaurant industry. "Give your guests the ability to place their own orders, adjust their orders, and track them all from their mobile devices. Regarding integration in hotel environments, being able to check what your charges are to a POS system without engaging hotel staff. And something important regarding integration with other systems is more seamless integrations like we have with Maestro. That's key: when you have several different tools, how well do they talk to each other, and can you present to your staff, business, and guests a cohesive digital ecosystem?”

The world looks starkly different than it did pre-pandemic. In 2019, keyless entry for hotel rooms and contactless check-in were rare and novel. Today, guest expectations have propelled technology and hotel room features forward.

Two leading hospitality experts discuss just how things have changed. Martin Daignault, Vice President of LOC International Inc., and Warren Dehan, President of Maestro, offer various perspectives from their backgrounds. Maestro is a property management systems supplier offering software products designed for the independent hotel market. LOC International Inc. supplies mini-fridges, key cards, smart locks, televisions, alarm clocks, and other technologies in rooms and suites.

The pandemic drove the need to create and implement contactless methods within the hotel industry. Especially during the height of restricted traveling. “What they were looking for was enjoying their stay with little contact,” said Dehan. Travelers became accustomed to checking in and out without direct interaction or settling checks without calling over a server. These trends have maintained steady growth since the travel industry has increasingly returned to normal.

Younger travelers are upping the contactless game and expanding it. “What we see in technology is an even bigger trend for ‘bring your own device’ so people can have all the benefits and features without having to manipulate what is in the room,” said Daignault. This group of travelers has different in-room needs and expectations. “They have expectations, but not necessarily in what it was before. They have expectations simply in how they live their life differently. They watch TV differently. They surf the web differently,” said Daignault.

“Business is coming back and coming back in a big way,” said Dehan. Hotels must understand clients’ needs and expectations. As well as setting expectations while hotels experience challenges that the entire world faces, like staffing shortages. Dehan sees room for improvement in increasing intuitive hosting and app features. But in the process, “We have to stay close to those expectations,” said Daignault.