When It Comes to Labor Management, A One Feature Set-Approach Doesn't Fit All
By Mark Heymann Chairman & CEO, Unifocus | March 29, 2020
As operators and managers know, the hotel industry is one that's varied, and is dependent on the expectations of guests being served, the positioning of the hotel itself, and the amount and skills of staff needed to properly run operations. The complexity of the business lies in more than just the number of rooms at an establishment, since restaurants, meeting space, and service levels differ between hotels. Guests at a four-star hotel may require full concierge service, whereas a two-star hotel could have guests who expect little except for a clean room and a simple check-in and check-out process.
For reasons like these, using the same technology between such vastly different properties would eventually impede guest satisfaction, profitability-or both-due to these very different needs. There's no such thing as a one-feature-set-fits-all solution for labor management that is equally as effective in a two-star hotel as it is in a four-star-or vice versa.
Today, everything is designed to make life easier, especially when it comes to technology. People want to have a basic understanding of a concept and run with it – they want instructions to be easy to understand and want most technology to work seamlessly in as few steps as possible. This is particularly the case when it comes to labor management software in the hospitality industry. There's an ongoing trend within the industry that favors this one-feature-set-fits-all solution, and that favored approach is oriented towards the very simplest of properties.
What hotel owners and managers really need to do is take a step back and look at the bigger picture before selecting technology that doesn't provide a tailored approach for their hotel. Failing to consider the option that best meets the needs of the specific asset will directly impact consistency of service quality, leading to under-performing revenues and an imbalance of costs day to day. Choosing a simpler solution that doesn't create accurate daily results will not optimize the value of the assets that are under management.
Why Complex Operations Require Advanced Labor Management Systems (LMS)
Just like it should be in any industry, the complexity of operations should determine the best solution to use in an establishment. Operations at a full-service hotel with hundreds of rooms, multiple on-site restaurants, and banquet facilities are far more complex than a limited-service property with less than 100 rooms and a free breakfast buffet. From a labor management perspective, the limited-service hotel doesn't need a full suite of systems designed to track and measure every aspect of the hotel's services.