Work Smarter, Not Harder. — Using Technology To Reduce Burnout in 2023
2023 is known to be the breakthrough year of change since the pandemic. The 2022 Hotelier Technology Sentiment Report highlighted that 81.7% of hotels are implementing new technology to improve their guests’ experiences. We are all digital citizens wherever we are. So, what about the experiences of our team?
“True hospitality consists of giving the best of yourself to your guests” (Eleanor Roosevelt)
It’s saddening to see the tarnishing labels of burnout and exhaustion still hindering the industry. It’s inherently a high-demand job, but that doesn’t justify the statistics. There is a fine line between keeping your team energised and causing burnout, and there are better ways to make life more efficient and enjoyable. From my experiences in hospitality operations, I can still hear the most common phrases I’d use on the day-to-day…
“I Don’t Work Well Like This”
We accept when guests’ expectations change, and we’re increasingly giving them more personalised control over how to make a reservation or check in. So why can’t your team choose how they work best? We all work and learn differently; I prefer visual aids with colours and shapes, but my husband likes numbers and chronological lists. It makes sense for your team to complete the same tasks in the most efficient way for them. Technology should not be ‘one-size-fits-all.’
“Why Is the Printer Not Printing?”
We’ve all been frustrated at work when we need accessible information quickly — but instead, it’s an unnecessarily long process. But, when we’re at home, we’re impatient and shout, ‘Hey Siri, What’s the weather like today’ rather than looking out the window.
“My Feet Hurt!”
I didn’t need a gym membership when I worked in housekeeping; the job kept me on my toes. I remember ruining my shoes and returning to the office to communicate my progress. It would have been music to my ears if I had access to an app to update a room status or request extra amenities from where I was standing. I’d have had more energy and could have used the spare time to put a personal touch into a hand-written welcome card or make a fancy swan-shaped towel.
“Can You Hear Me Now?”
As a Duty Manager, if I needed assistance from the desk to move a guest to a new room or report an issue, I would call reception on the radio. But every time this happened, we exchanged the comical “Can you hear me?” “Can you hear me now?” “What about now?” while you tried to connect. Imagine having all this information to hand on your mobile, anywhere at any time. You will immediately streamline your communication and be able to acknowledge and prioritise time-sensitive requests quickly.
“What Does That Say?
The awkward moment when chefs question your spelling on check orders: “Does that say roast or toast? “… “Erm, it says crumble, Chef.” We ping messages at home, so why not make kitchens digital too?
“Which System Is This?”
A common frustration is when multiple systems don’t talk to each other. For example, on one occasion, I had to close the PMS to print room keys and then walk over to the Spa to print today’s package bookings to set up the restaurant.
“There’s Not Enough Hours In The Day!”
This phrase is usually shouted at the end of the day when you realise you didn’t do what you needed to because you were too busy doing all the other things.
Work Smarter, Not Harder!
Why make your work more complicated than it already is? Why spend two hours manually updating the minor details for an event when you can do it on the go with a bulk edit? My motto is always to work smarter, not harder. That doesn’t mean taking the easy route — it means taking the best course, which minimises everything you don’t need while maximising its full potential. Technology is the most significant kickstart to working smarter, not harder. It mitigates hectic work and develops higher clarity. I recommend everyone to live a day by this motto — you’d be amazed how much you can achieve in a shorter amount of time. So, let’s overturn those previous common phrases:
“I Work Better Like This”
Our systems and services are not one-size-fits-all. We only recommend the right solutions for your personal operational needs. For example, our PMS solution is flexible enough to change the screen view from icon buckets to lists to suit each user’s unique needs.
*PING*
Cloud-based PMS and POS like OPERA Cloud or Simphony Cloud allow for mobile operations and task companions. So, you can make changes to an event while on a show round, update a room status while cleaning, or report an issue during the fire walk. You unlock your mobile, ping an update and carry on.
“Service, please!”
With Kitchen Display Systems, Chefs can organise their checks via an automatic digital screen — rather than have written paper checks which get covered in gravy and spelling mistakes.
“I Can See It All”
All our systems and services are connected so you can see the guest’s entire journey in one place. Whether it be your PMS, POS, Events, Spa, Golf, Loyalty, or Gifts — all your operations can be streamlined and under one place of support.
“Tell Me… How Was Your Stay?”
All our solutions automate mundane tasks, which prevents burnout and nurtures staff retention without hindering the guest’s experience. It gives your staff more time to do the simple and essential things which can be easily overlooked, like speaking and listening to a guest. When guests feel they have your undivided attention, they feel respected. It is a win-win situation; you gain time, and your guests are happy.
HRS Hospitality and Retail Systems have deep roots within the hospitality industry. We can relate to your frustrations and care about making them better. We aim to reduce the complexity and stress of operations with technological solutions that optimise growth and revenue.
Libbie Mia
HRS Sales Executive, UK
