NEW IDEAS ALWAYS TAKE TIME TO BE ACCEPTED

GuestTraction has been providing software solutions to the accommodation industry for over 21 years. Graham Mann is one of the company's founders and has shared his view of what has changed over these two decades and where he sees the future going for the industry.

When Mann developed New Zealand’s first ever Property Management System integrated online booking system, with live availability back in 2002, it was surprisingly hard to sell. Businesses seemed wedded to their enquiry forms and resisted change, even though the demand for the system was coming from tourists themselves.

Nowadays, people are more comfortable with technology, and the uptake is a lot quicker. People are used to experiencing the benefits of technology every day, and the accommodation sector needs to follow, or get left behind. A case in point is how Airlines have revolutionised the checkin process for travellers.

GuestTraction’s online check-in system, “DASH”, is an authenticated Guest Portal, allowing guests to do anything they would usually do at reception. This new platform automates contact with guests a few days before arrival to encourage them to supply check-in details. GuestTraction has found that people are more willing to complete this admin closer to the time, as they can submit details during dead time, such as waiting for planes or in taxis. Usage of this system will only become more popular, with many millennials preferring online to face-toface interactions.

“It’s great for the guest who often arrives tired and grumpy and wants to get to their room as soon as possible. They don’t appreciate queuing up, so to enjoy a streamlined check-in and checkout process, will make them more likely to return,” said Mann.

Mann added that It’s also great for the property as, by the time a guest arrives, all the paperwork would have been done, allowing more time to concentrate on delivering customer service rather than admin chores.

The system also offers the property a full compendium and on-sell local activities, dining, and things to do. It will also distinguish corporate and digital loyalty card clients, which helps your bottom line. Most importantly, you capture the guest’s actual email address in your system, which you will not get access to with Booking.com or Expedia, allowing you to create a direct relationship with your guest and offer loyalty programmes. Mann said this was a win/win for both the accommodation provider and the guest, leading to happy and repeat guests, referrals, and positive reviews.

This new platform (DASH) arose in response to the challenges of Covid’s social distancing requirements, at a time when the sector was struggling for staff and had to do more with less. GuestTraction’s vision for DASH was simple; anything you do at reception can be done online.

Keyless entry has already been developed into the ‘DASH’ software. Mann predicted that in the future, this will become standard as people expect their phones to deliver more and more services.

“New ideas always take time to be accepted. Then they become desired. Then they become required. No one would consider having an accommodation business without an online booking system now, and in a few years, the same will be true of online check-in and keyless entry.” www.guesttraction.com/services/onlinecheck-in/