Having more hotel bookings is good business for the property. But this can also be a hotelier’s greatest nightmare if this is not properly managed as this will lead to overbooking of hotel rooms. Without a proper strategy, this can be damaging to the reputation of the hotel and will affect long-term profitability. Unhappy travelers will often create bad reviews on popular review sites such as Tripadvisor which can be damaging to the hotel. 

Overbooking carries both risks and rewards as this is a revenue management strategy practiced in the industry. It is a strategic approach to lessen losses from no-shows, cancellations, early check-outs by maximizing occupancy and revenue per room. But if this is not executed properly, it can backfire and cause long-term financial losses and damages to the property. It’s often a challenge for small and mid-sized hotel owners to oversee their room inventory in their own website and select Online Travel Agencies (OTAs). 

Hoteliers should therefore have a proper overbooking strategy in place and with the right response, it will also lead to the recovery of the guest’s satisfaction. Here’s a guide on the right approach to handling overbookings without getting negative feedback from hotel guests.

 

5 Hotel Tips on How to Handle Overbookings

 

1. Confirm the overbooking
The first step for handling overbookings is for the hotelier to double-check if a guest relocation is required. This can be done by ensuring that the property is in fact fully occupied. Also, the guest-arrival list should also be reviewed for any errors such as booking mistakes, duplicated reservation or cancellation. It is best to consider as well on how many incoming reservations for the day and the number of no-shows/ cancellations to expect. This might even solve the problem if there will be cancellations for the day.

2. Determine which guests to relocate
This is best resolved on a case to case basis by finding the most suitable candidate for hotel relocation. The following factors should be considered such as source of bookings, booking date, duration of stay, and penalties from third parties. Most properties would have a criteria checklist beforehand to analyze their bookings. For example, VIPS, groups and individuals staying for multiple nights should get priority to stay. While short-term business travelers can be more flexible.

3. Rebook the guests
Once the hotelier has identified the guest to be relocated, the next step is to rebook at a comparable property. Beforehand, the hotel should already have an updated list of local properties with similar value and quality to send incoming guests. Ideally, it’s best to have a pre-existing relationship with hotel partners in order to provide similar rooms with the best rates for your hotel guests. 

The job of the hotel staff is to be proactive in handling the accommodation for guests that will be relocated. They will be the source of information and comfort for guests during this time. Hotel guests will even appreciate the extra service your hotel will provide and will encourage them to book with you again during their next stay.

4. Monitor and follow-through
To give guests the best customer service, the hotel manager should call and book the replacement accommodation directly. It’s best to also contact the guest to be relocated before they arrive to get their personal feedback on their preferred accommodation such as location, type of room, etc. Guests will value the hotel’s genuine concern and care for them. 

As part of your strategy for guest recovery, it is recommended to acknowledge the inconvenience by offering small compensation such as a bottle of wine, extra points, hand-written notes and other perks that you can offer to show that you value their loyalty. 

5. Invest in technology
More hotels are adopting overbooking strategies due to last-minute cancellations. In the long term, having booking cancellations affect the hotel’s ability to forecast occupancy rates and revenues. Without real-time and actionable data onhand, it will be difficult for hoteliers to make strategic decisions and plans. 

The hotel should therefore invest in the right technology and solutions that will forecast cancellation rates from booked guests. Hoteliers will be able to monitor real-time as well booking inventory and changes done even on the last minute.

 

ZEN eManager: The Digital All-in-One Solution in Managing Last-Minute Booking Changes

 

Having a strategy in place for overbookings and last minute cancellations will be advantageous to the hotel. The hoteliers will be able to do this through ZEN eManager, the digital all-in-one solution that has real-time monitoring of all hotel operations and inventory across all Online Travel Agencies (OTAs). 

Trusted by more than 5,000 independent hotels in Southeast Asia that allows easy management of hotel listings across all online travel agencies (OTAs, monitoring of hotel operations real-time) and automated guest reminders that are sent out through its Property Management System and Channel Manager. ZEN eManager also includes a dedicated revenue manager for your hotel to ensure hotel rates are optimal with costs and to get maximum profits. 

eZee Absolute PMS gives a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. It also sends automated guest reminders which keeps guests engaged and increases assurance that your hotel is safe and secure. eZee Centrix Channel Manager allows hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard. 

A dedicated revenue manager straight from ZEN headquarters collaborates with the property to ensure optimal pricing.

Book a free demo now at: http://www.zen-hs.com/book-a-meeting/

As the restrictions are starting to ease across Southeast Asia, hoteliers need to be ready and prepare their operations for the “new normal”. It is a reality that COVID-19 is here to stay for the next few months but that should not hinder guests from enjoying their stays with a peace of mind.

Travelers are already planning their upcoming trips as the lockdown has taken a toll on their entire well-being. Their next choice of stay will also be an important choice with safety as their utmost priority. Hoteliers should therefore keep in mind that hotel operations will drastically change from Pre-COVID-19 as long-term safety measures are now required. The challenge will also be how to maintain these “new normal” measures without having to increase operations cost in order to get maximum profits. 

 

5 Ways on How to Operate Efficiently During the New Normal

1. Adjust the Hotel Reception and Front Desk Procedures
Safety measures should be implemented once guests enter the hotel such as having proper temperature checks, accessible sanitizers, available masks and gloves. In the Philippines, installing acrylic screens is required to separate guests and hotel staff.

Having crowds in the hotel lobby should be avoided at all times to minimize the spread for COVID-19. Hotels should properly space furniture and widen the space. Also, it would help to have floor markers to aid guests on where to stand. 

2. Implement stricter cleaning procedures
By this time, hotels would already have an idea on their guest’s behavior and staying habits. It is important to alter the frequency management for cleaning procedures to sanitize effectively. Public spaces should be cleaned more frequently during the day as this is a shared space. While for occupied rooms, this can be cleaned less because guests now stay longer for their safety. 

Higher cleaning standards should also be regulated and implemented to ensure proper sanitation and cleanliness. Like for example, laundry providers should use high quality detergents to kill bacteria and germs that could have been left behind. This will also ensure the safety and confidence of our guests for the hotel. 

3. Proper handling of hotel Staff
Hotel staff are your greatest assets as they create memorable experiences for your guests. Having well-trained staff will lead to high customer satisfaction ratings and increase returning guests. Given the COVID-19 situation, employers should have a strategy on how to protect the welfare and safety of the employees. 

Have proper guidelines and protocol for positive cases of COVID-19. It is best to educate the team on how to minimize exposure through proper hygiene measures such as wearing masks, PPEs, using sanitizers and so on. Hoteliers can also provide a shuttle service or hotel stays for them to limit exposure from public transportation. 

4. Prioritize guest satisfaction
When choosing hotel accommodation, guests are prioritizing their safety above all. It’s best to inform incoming guests ahead of time key safety procedures for the hotel and if they need to bring additional documents prior to their stay. These are extraordinary times and some guests may feel more stressed about the entire situation so it’s up to the hotel staff to make them feel welcome and comfortable as ever. 

5. Use the best of technology
Clear and precise communication for hotel guests especially during a global crisis. It’s best to have the proper technology in place to be on top of your hotel operations. With the best property management system (PMS), hoteliers will be able to collect guest information even before they arrive at the property. Guests can now be reminded as well on the documents that are required prior to their stay through reminders sent out via the PMS. Through technology, it will be easier to minimize cash handling in the property through credit card payments as well.

ZEN eManager: The Digital All-in-One Solution to Properly Manage Hotel Operations in The New Normal

Being prepared in the new normal should be the priority for hotels. ZEN eManager is a digital all-in-one solution that helps hoteliers manage their hotel operations with full visibility in all properties with only one platform. 

It is trusted by more than 5,000 independent hotels in Southeast Asia that allows monitoring of hotel operations real-time, easy management of hotel listings across all online travel agencies (OTAs) and automated guest reminders that are sent out through its Property Management System and Channel Manager. ZEN eManager also includes a dedicated revenue manager for your hotel to ensure hotel rates are optimal with costs and to get maximum profits. 

eZee Absolute PMS gives a 360° view of hotel operations, in which current occupancy rate, on-site staff, and revenue per available room (RevPAR) can be accessed through the mobile app, or any internet-enabled gadget. It also sends automated guest reminders which keeps guests engaged and increases assurance that your hotel is safe and secure. eZee Centrix Channel Manager allows hoteliers to monitor cancellations, re-bookings, and no-shows real-time, in which they can easily adjust room availability in any OTA anytime and anywhere, in one dashboard. 

A dedicated revenue manager straight from ZEN headquarters is also assigned to the property to ensure that rates are optimal. 


Book a free demo now at:
http://www.zen-hs.com/book-a-meeting/

The first half of the year is about to end, and all that has happened in the travel industry are negative: closing of international borders, limitation of both local and foreign flights, and implementation of social distancing. Hotel rooms are left unoccupied, and owners have to deal with a great financial dilemma. As hoteliers wonder what’s the next step, hospitality companies try to innovate and create solutions that can combat the negative impact of the pandemic.

Hoteliers are unable to visit their hotel premises due to lockdowns, hotel staff have no means of transportation to go to work, and social distancing measures make it difficult for hotels, a people business, to provide great customer service to existing guests. Before COVID-19, hoteliers have not really considered managing their hotel from afar since there is no need to do so. Given that the end of the pandemic is uncertain, it is clear that digital solutions are pivotal to keeping hotel operations smooth and on track. 

Advantages of having an online hotel management software

1. Allows real-time updates without being in the hotel

Social distancing measures and lockdowns hinder hoteliers from visiting their properties. Cloud-based hotel management systems allow hoteliers to manage their properties completely off-site, from managing reservations to adjusting room allotments in online travel agencies (OTAs), compared to the manual way of operating through hotel-based computers.

2. Limits manpower needed

Through an online hotel management system, less professional hires are needed, which lowers hotel costs. For example, a hotel with two front desk officers can make do with only one because changes in room inventory can be done in one click, OTA booking concerns can be located in one dashboard, and coordinating with housekeeping staff is made easy through a mobile app-optimized digital solution. 

3. More access to data 

In 2020, data is king. In order for hotels to have intelligence on guest behavior and pricing patterns, they need real-time access to data. A great hotel management system allows viewing of guest insights and generation of accurate financial reports. By having these data accessible, hoteliers can re-strategize on pricing, room allotments, staff rotations and also improve on guest satisfaction.

4. Boosts staff coordination

A reliable hotel management software enables hotel staff to streamline communication. Compared to the old strategy of having one hotel computer to view the changes on bookings, each hotel staff can now access real-time updates on reservations through their own mobile phones. For example, a cloud-based software enables a front desk officer to simply ping the nearest housekeeping staff on the room that needs cleaning, checking or assistance. This also limits the need for them to have face-to-face interactions.

5. Improves guest experience

Some hotel management systems allow hotels to communicate with their guests about reservation changes, cancellation policies, and booking updates without setting foot on property or calling the guests personally. It requires a one-time set-up of automated messages that will be sent to guests, which will lessen guests’ waiting time and can lead to a better guest experience. Given the pandemic, guests have trust issues and automated and personalized reminders help in constantly communicating how your hotel is safe and clean.

The current pandemic is forcing the hospitality industry to go digital. All that needs to be done by hoteliers is to adapt a digital solution that is tailor-fit to their needs. 

ZEN eManager: The Digital All-In-One Solution To Boost Sales and Operations

The pandemic accelerated the long term trend towards digital transformation in the hospitality sector, urging hoteliers to adapt technology in hotel management as soon as possible. Now, hoteliers can sustain their hotel businesses and become future-ready through the adaptation of a reliable online hotel management solution. 

ZEN eManager is an-all-in-one digital solution made by hoteliers, for hoteliers. This includes two advanced cloud-based hotel softwares, eZee Absolute, a Property Management System (PMS) and eZee Centrix, a Channel Manager (CMS) to simplify the way hoteliers monitor their hotel operations and online bookings off-site. Additionally, there is also a dedicated revenue manager for the property to apply the ZEN Pricing Model, an advanced pricing strategy to increase revenue up to 30% within 90 days. 

Features of ZEN eManager

eZee Absolute – Property Management System

eZee Absolute (PMS) enables hoteliers to have real-time updates on hotel bookings and staff assignments in one dashboard, on any gadget. The PMS also generates different financial reports when needed, allowing hoteliers to pinpoint specific areas of improvement for quick re-strategizing. For example, reports on daily revenue, expense vouchers, and even monthly taxes can be seen in a few clicks. The PMS has a full-fledged mobile app, which enables the available hotel staff to be flexible in assisting wherever they are needed, minimizing manpower costs. To improve guest experience, it also comes with an automated email and SMS messaging tool that engages guests before they arrive, during their stay and after check-out.

eZee Centrix – Channel Manager

Regardless of the number of online travel agencies (OTAs) the hotel is connected with, eZee Centrix effortlessly manages all the room allotments across all OTAs in one place. The channel manager has an inventory distribution system that helps hotels prevent revenue loss due to uncertain errors when re-bookings, cancellations, no-shows, and overbookings take place. Additionally, the single point dashboard for distribution management helps in avoiding rate disparity and enhances hotel’s online reputation by maintaining favourable relationships with various OTAs.

Dedicated Revenue Manager and the ZEN Pricing Model

A dedicated revenue manager straight from ZEN Headquarters adjusts your room rates through the ZEN Pricing Model. This advanced pricing algorithm is powered by Artificial Intelligence (AI) and machine learning, is based on historical data, and coupled with the dynamic pricing strategy to guarantee an increase in revenue by up to 30%.

ZEN eManager’s cloud-based softwares eZee Absolute (PMS) and eZee Centrix (CMS) coupled with the expert assistance of ZEN’s professional revenue managers and the ZEN Pricing Model, hotels can recover faster and be prepared for any pivotal events in the industry.

Steal Deal: To help hoteliers bounce back quicker, ZEN offers exclusive package rates and waived onboarding fee for ZEN eManager until May 31, 2020. Book your free demo at www.zen-hs.com/book-a-meeting.

 

Disclaimer: ZEN Rooms claims no credit for images featured on our blog site unless otherwise noted. All visual content is copyrighted to its respectful owners. We try to link back to original sources whenever possible. If you own the rights to any of the images, and do not wish them to appear on ZEN Rooms, please contact us and they will be promptly removed. We believe in providing proper attribution to the original author, artist or photographer.

The hospitality industry has had its fair share of global disasters, from the travel decline after the 911 tragedy in 2001, the SARS outbreak in 2002, and the current COVID-19 pandemic. However, the industry remained resilient and most hotels bounced back after taking actionable steps to adjust to the situation’s business climate.

To help hotels prepare for the current COVID scenario, here are changes to expect after quarantine is lifted and social distancing becomes the new normal:

1. Decline in Leisure Bookings

Leisure travel will not be popular in the next 6-8 months due to guests’ trust issues on safety and security. According to National Geographic, it is estimated that global air transport industry revenues could fall up to $252 billion, and the RevPAR of hotels and resorts in big cities will be severely affected in 2020.

2. Increase in Corporate, Group Bookings and Overseas Return Worker Bookings 

Frontliners and other groups from quarantine-exempted industries (BPOs, government, and export-related industries) will be hesitant to return to their homes and stay far from their offices because they are on-call. Overseas workers will also be sent back to their home countries, in which they need a temporary place to stay for as long as 2 weeks before returning to their families. Additionally, most companies will continue to implement a “work from home” scheme, in which some digital nomads would want a different work environment. Expect these specific groups of people to be hotels’ biggest target market in the next few months.

3. Competition between hotels will be more serious

Hotels will compete for travelers’ attention more than ever. With a lot of marketing campaigns seen across digital marketing platforms, it will be difficult to ensure that guests notice your hotel first. With that, this is the time to keep an extra eye on the latest market information and changes that competition makes. Hoteliers will need to explore new points and find new markets. Therefore, during this time, offering a unique and customer-centric promotion will help your hotel stand out.

4. Hotel Operations will shift to digital

Social distancing will be observed even when quarantine gets lifted. To maintain a safe distance from others, hotels are and will continue to adapt digital solutions to keep their brands alive, consumers engaged and operations smooth. Thus, automation of operations will be a huge trend and it is certain that the use of digital tools will be a permanent trend for hotels. Therefore, investing in a good all-in-one hotel solution would be the best action to take.

5. Hotels will need to adjust to the “New Normal” 

Hotels will have to adapt to the shift in travel behaviors and constantly follow safety protocols because the end of the pandemic is uncertain. Despite the lifting of the quarantine, hotels will still need to follow COVID safety measures. Hotel sanitation should be hotels’ top priority, in which they should augment their standard operating procedures on cleaning and increase staffing in this department. Hospitality employees should also be retrained on their roles and responsibilities so they can rapidly achieve the same level of efficiency. The faster hotels accept that this is the “new normal,” the quicker they can adjust and bounce back.

Why Hotels Need to Adapt An All-in-One Solution As Soon As Possible

During the “new normal,” hotels also need to be less dependent on more resources to prevent unnecessary spending. To survive the pandemic and sustain operations, hotels are now adapting online solutions. The hospitality industry is taking a hit, so it is important to choose the tool that can help your property bounce back with only minimal investment and effort to completely integrate it into daily hotel operations. 

Therefore, a dedicated solution like ZEN eManager could be a game changer. ZEN eManager is a cloud-based all-in-one solution that helps manage hotel operations, save costs, and increase revenue. It has the following features:

Property Management Software (PMS) and Channel Manager (CM)

ZEN eManager’s PMS called eZee Absolute allows hoteliers to monitor their overall performance at a safe distance, wherever they may be. View real-time data on room inventory, the active staff at the hotel, and accurate financial reports on taxes and revenue in one dashboard. It also improves the hotel staff’s coordination because it centralizes information and communication through the mobile app. One of the most unique features of eZee Absolute is it allows email automation on guest confirmation and reminders so staff can save time on engaging guests.

eZee Centrix, ZEN eManager’s Channel Manager, allows hotels to easily manage cancellations, no-shows, and re-bookings in all the online travel agencies (OTAs) they are partnered with. It eliminates the hassle of monitoring room inventory in multiple extranets because eZee Centrix centralizes it in one dashboard.

Dedicated Revenue Manager

The assigned revenue manager from ZEN headquarters applies the ZEN Pricing Model, an advanced pricing algorithm that combines their professional experience with AI technology and historical data to get the best room rates. The ZEN Pricing Model has successfully worked for more than 5000+ managed hotel rooms in increasing their profits by 30% within 90 days.

Exclusive listing on zenrooms.com

ZEN is a trusted brand, with zenrooms.com obtaining up to 1 million monthly website visits. ZEN also gives a marketing edge to exclusive partners by publicizing their hotels across digital marketing channels with more than 1 million followers. 

ZEN Rooms is a trusted brand, with its own Online Travel Agency (OTA) zenrooms.com obtaining up to 1 million monthly website visits. ZEN also gives a marketing edge to exclusive partners by publicizing their hotels across digital marketing channels with more than 1 million followers. 

Therefore, a mix of advanced hotel software, dedicated revenue manager, pricing model, and a listing on zenrooms.com can lead to a minimum of 30% revenue increase within 90 days. Moreover, hotels can also reduce operational costs, improve guest communication, and boost staff coordination.

Steal Deal: ZEN offers an exclusive 25% discount on yearly subscription and a waived onboarding fee until May 31. Book a free demo of ZEN eManager at www.zen-hs.com/book-a-meeting.

 

Disclaimer: ZEN Rooms claims no credit for images featured on our blog site unless otherwise noted. All visual content is copyrighted to its respectful owners. We try to link back to original sources whenever possible. If you own the rights to any of the images, and do not wish them to appear on ZEN Rooms, please contact us and they will be promptly removed. We believe in providing proper attribution to the original author, artist or photographer.