How Mobile POS Changes Everything

Advice From Operators Who Make it Work Well

By Teri Howe Principal Product Manager, Agilysys | June 18, 2017

An incredible meal will be forgotten if there are mistakes or delays during service. The most beautiful property will be forgotten if busy staff are ‘missing in action’ and inadvertently test guests’ patience too far.

One need not remind hotel executives of the criticality of continually evaluating our vision – and execution – of guest service. This is part in the DNA of industry leaders. A less common trait of this same group is an appetite for exploring technologies that might accelerate or enhance the ability to deliver a quality, personal, exceptional guest experience. Hospitality traditionally trails other industries in adoption of – and the creativity around – new technologies. A notable exception is mobile point-of-sale (POS).

The hospitality industry is second only to healthcare in its adoption of handheld device technology. And as technology begins to catch up with the demands of this market, growth continues to accelerate.

Upon first glance, this interest could be explained by reliable and sometimes outrageous revenue increases resulting from the adoption of untethered POS. Although significant revenue lifts of 60-80% have occurred at venues where the below steps were followed, we consistently hear properties reporting 15%, 20% and even as much as 40% growths during their busiest periods.

In addition to this revenue growth, properties boast about entirely new revenue streams. The opportunity to untether POS means that it’s possible to perform a guest service transaction in places that previously were inaccessible or too infrequent to justify a dedicated POS setup. Whether it’s accepting a credit card, engaging a room charge or redeeming loyalty rewards, hoteliers have more opportunities to provide just the right service to guests wherever they are, and whenever they desire.

This is the fundamental reason why more than 50% of food and beverage outlets list POS mobility as their top IT initiative in the next 3-5 years: it’s about serving more guests, more efficiently. The increased greenbacks help justify it, but it’s the following benefits that ensure it’s at the top of most IT department’s lists:

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Coming up in March 2018...

Human Resources: Value Creation

Businesses must evolve to stay competitive and this is also true of employment positions within those organizations. In the hotel industry, for example, the role that HR professionals perform continues to broaden and expand. Today, they are generally responsible for five key areas - government compliance; payroll and benefits; employee acquisition and retention; training and development; and organizational structure and culture. In this enlarged capacity, HR professionals are no longer seen as part of an administrative cost center, but rather as a member of the leadership team that creates strategic value within their organization. HR professionals help to define company policies and plans; enact and enforce systems of accountability; and utilize definable metrics to measure and justify outcomes. Of course, there are always new issues for HR professionals to address. Though seemingly safe for the moment, will the Affordable Care Act ultimately be repealed and replaced and, if so, what will the ramifications be? There are issues pertaining to Millennials in the workforce and women in leadership roles, as well as determining the appropriate use of social media within the organization. There are new onboarding processes and e-learning training platforms to evaluate, in addition to keeping abreast of political issues like the minimum wage hike movement, or the re-evaluation of overtime rules. Finally, there are genuine immigration and deportation issues that affect HR professionals, especially if they are located in Dreamer Cities, or employ a workforce that could be adversely impacted by federal government policies. The March Hotel Business Review will take a look at some of the issues, strategies and techniques that HR professionals are employing to create and sustain value in their organization.