How Mobile POS Changes Everything for the Hotel Guest Experience
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: