The role of a hotel general manager is among the most demanding in hospitality. From ensuring the financial health of your property to maintaining staff morale and exceeding guest expectations, the sheer breadth of responsibilities is immense.
That’s exactly why technology has become such a powerful ally for general managers, helping to navigate these challenges with greater efficiency, creativity and confidence.
But it’s one thing to know the technology is there; it’s another to know which areas to prioritize and which tools are going to make the biggest impact on your business. This article explores some of the most important ways that technology can support general managers in optimizing operations, boosting revenue, enhancing guest and staff experiences, and future-proofing properties.
1. Streamlining operations for greater efficiency
Smooth operations form the backbone of a successful hotel. Outdated systems or manual processes can be cumbersome, leading to inefficiencies and bottlenecks. Modern technology can simplify day-to-day operations, giving teams the tools they need to perform at their best.
Automated tasks
Automation technology can significantly reduce time spent on repetitive manual processes such as reservation management, check-ins and night audits. For example, housekeeping apps allow staff to track progress in real-time, ensuring tasks are completed efficiently and without error.
Centralized management
Cloud-based property management systems (PMSs) allow general managers to oversee operations remotely, whether that’s monitoring performance metrics or adjusting rates across multiple properties. This flexibility is invaluable for multi-property management and on-the-go decision-making.
Seamless payments
Automated payment solutions streamline transactions while improving security, freeing up staff time to focus on guest-facing interactions. Fully embedded payment solutions also reduce the risk of human error, ensuring smoother financial operations.
2. Driving revenue growth
Hotels are a business. Revenue management is an important part of any property, and in the new era of hospitality, that means going far beyond simple room pricing. Technology plays a key role in maximizing profitability.
Dynamic pricing
Advanced revenue management systems (RMSs) use AI and real-time data to adjust rates based on demand, ensuring optimal pricing across all room types. Dynamic pricing strategies can also extend to add-ons, allowing guests to customize their stay and boosting overall revenue.
Diversified revenue streams
Modern tools make it easier to manage additional revenue sources such as co-working spaces, meeting rooms, or parking. The best tools allow you to sell these spaces flexibly to provide a more diversified income base. It should be simple for guests to book by the hour, day, or month, and just as simple for general managers to set up multiple spaces types and booking engines.
Automated upselling
Integrated upselling solutions use touchpoints like online check-in and booking engines to present guests with tailored upgrade options. This approach not only increases revenue but also enhances the guest experience by offering personalized recommendations.
3. Enhancing guest experiences
At its heart, hospitality is about creating memorable guest experiences. There’s plenty of exciting, innovative and accessible guest-facing technology that helps general managers deliver personalized and seamless stays.
Personalization
Customer relationship management (CRM) systems can leverage guest data to tailor every interaction, from assigning a favorite room to offering special discounts for repeat visits. Personal touches like these foster loyalty and increase lifetime guest value.
Flexible check-in options
From online check-in to keyless entry, providing a range of arrival options helps reduce front desk queues and caters to guest preferences. This flexibility is especially valued by tech-savvy travelers.
Real-time communication
Guests expect convenience and prompt responses during their stay. Messaging platforms and AI chatbots can address queries instantly, improving satisfaction while easing the workload for front desk staff.
4. Empowering staff for better performance
A motivated and capable team is central to a hotel’s success. The right technology can help general managers attract, retain and empower their staff – here’s how.
Simplified training and onboarding
User-friendly systems reduce the learning curve for new employees, while digital training platforms make it easy to upskill staff, ensuring they’re well-equipped to deliver exceptional service.
Meaningful work
Nobody likes staring at a screen all day, manually entering guest details or card numbers. By automating repetitive tasks, technology allows staff to focus on more engaging and value-adding activities, boosting morale and reducing turnover.
More tipping
Integrated point-of-sale (POS) systems with tipping options ensure staff receive the gratuities they deserve, fostering a more rewarding workplace. Just make sure you choose a solution that makes tipping a natural part of the payment flow, so guests can add gratuities at the tap of a button.
5. Preparing for the future
Staying ahead of technological trends will help your property maintain a competitive edge. Legacy platforms will leave you playing catch-up and negatively impact staff and guest experiences. Choosing a forward-looking PMS is the most important thing you can do.
Cloud-native systems
Unlike legacy platforms, cloud-native technology offers the agility to adapt to new trends and guest demands. Regular updates ensure properties remain equipped with the latest features without mandated downtime or manual installations.
Data-driven insights
Access to real-time performance metrics enables better decision-making. Customizable reports and dashboards provide clarity on everything from revenue trends to guest preferences, empowering general managers to make informed choices.
Sustainability and scalability
Modern systems are built to scale with your business. Whether adding properties or adopting new technologies, the right tools will support growth while aligning with sustainability goals.
Conclusion
Technology has transformed the role of the hotel general manager, enabling them to operate more efficiently, make data-driven decisions and create exceptional guest and staff experiences. By choosing the right tools and partners, general managers can not only meet today’s challenges but also position their properties for long-term success.
With a thoughtful approach to technology, the most demanding role in hospitality becomes one of its most rewarding.
If you’d like to explore some of the specific tech options available to general managers, check out our guide, Hotel Technology for General Managers.
