Digitalization drives a surge in productivity in the hospitality sector

Hotel staff using Mews perform administrative tasks faster month-on-month

NEW YORK, Sept. 10, 2024 /PRNewswire/ -- Mews, the industry-leading hospitality cloud, has revealed that staff using its technology saved a collective of almost 5,000 hours (the equivalent of 7 months) in administrative time this summer¹.

Between the impact of COVID-19, the change in business travel, the rise of new traveler profiles and the staffing challenges seen across the sector, the hospitality industry has embraced technology to automate more tasks and provide a more seamless guest experience.

The latest data from Mews suggests that as hotel technology becomes more embedded, staff continue to become more efficient. With hotel staff performing almost half of their administrative tasks more quickly than in the previous month², from check-in to check-out and closing a bill, staff have more time to invest in their guests.

The efficiency gains come as hotels have seen a 54% staff turnover during the summer months³, a rise of 10% from last year. Additionally, 70% of hoteliers have also reported experiencing challenges when recruiting staff⁴.

24% increase in front-desk staff efficiency

Analysis published today in an IDC White Paper, sponsored by Mews, concluded that by automating repetitive tasks, front desk staff experience a 24% increase in productivity⁵.

For hotel groups, this can be the equivalent workload of around 12 full-time employees in the organization. This time-saving gives front-desk staff 35% more time to support guests, improving the overall customer experience.

"For each guest, they're saving at least five minutes a day on administration, which gives them more time to spend on customer experience. Automation is so important. All the repetitive tasks are now done by Mews, and this frees our employees to talk to and help our guests," said one property interviewed by IDC.

Payments

By automating payment processes and reducing the need for multiple payment providers, not only is managing finances faster but the risk of errors is significantly reduced, and security is increased. With Mews, hotels can pre-authorize and charge credit cards before guest arrival, reducing no-show rates and ensuring smoother check-ins. This not only saves time for employees, but also improves the overall guest experience.

"There is no need to manually input numbers on the payment terminal anymore. With Mews, we can take pre-authorization in advance before guests arrive or charge credit cards in advance," according to a Mews customer.

"At the heart of hospitality is human-to-human interaction, where people choose to work in the industry to serve guests. At Mews, we aspire for a screenless world, where staff have the time to truly focus on what matters: their guests. It's clear from the data that we're heading in the right direction. By helping staff become more efficient, it means they can reinvest their time in providing personal experiences for their guests," Matt Welle, CEO of Mews, commented.

Welle added, "As guest profiles and needs continue to change, hospitality brands are focused on driving efficiency to provide better guest experiences, all the while increasing their revenue streams."

Download the full IDC White Paper, sponsored by Mews, for more findings.

About Mews

Mews is the leading platform for the new era of hospitality. Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Customers include Accor, Generator-Freehand, The Strawberry Group, The Social Hub and Airelles. Mews was named Best PMS (2024) and listed among the Best Place to Work in Hotel Tech (2021, 2022, 2024) by Hotel Tech Report, as well as World's Best Hotel PMS Provider (2023) and World's Best Independent Hotel PMS Provider (2022, 2023) by World Travel Tech Awards. Mews has raised $335 million from investors including Goldman Sachs Alternatives, Kinnevik and Revaia to transform hospitality.

Please contact Katie Halfhead at Mews for more information: katie.halfhead@mews.com

¹ Mews Data June-Aug 2024: User Disengagement Report
² Across 2024, hotel staff have performed on average 47% of their administrative tasks faster than the previous month, Mews data 2024
³ Mews Data Snap, June – Aug 2024
⁴ Mews Hotelier Survey based on hundreds of hoteliers, April 2024
⁵ IDC Business Value White Paper, sponsored by Mews, Business Value of Mews Hospitality Cloud with Mews Payments, doc #EUR252407824, September 2024

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