There’s a silent hero in the world of hotel technology. Tasks positively impact every area, and everyone can use them immediately. They are tiny, almost invisible, and vital for smooth operations, communication, and a delightful guest experience.
However, hoteliers and staff don’t use them because traditional hotel systems don’t offer them. Workarounds and alternatives exist, but they may not be the best option.
This article will show how integrated tasks can help you master and stay ahead of every booking and special request.
The Property Management System (PMS) is traditionally not known for its ability to simplify internal communication. Hotel staff often rely on simple notes within the system, or even Post-its, to keep track of guest preferences and internal tasks, like hypoallergenic pillows.
The front desk typically creates a note and does it for most hotel-related tasks, such as requests, payments, housekeeping, and other important areas.
But without any way to track task completion or assign responsibilities, the notes become passive reminders, not active tasks — and the errors and inefficiencies can disturb your operations and even impact your guest experience.
Despite incredible organisational skills from hoteliers and staff using notes, there’s still a fantastic opportunity to elevate staff collaboration by turning tasks from passive to active.
With integrated task management in your PMS where staff can assign, track, and audit tasks, hoteliers can next-level their service delivery for things like:
… and everything in between.
Real-time notifications in your PMS ensure every guest request, whether a check-in or a unique need, triggers a to-do task for the right department.
Whether it’s housekeeping, reservations, or guest relations, a member from the relevant team gets assigned and is responsible for ticking off the task as they complete it.
Effective task management is also vital when dealing with events and the demand from multiple guests. When that happens, you need a system that informs and alerts for the important human touch. There are many occasions where internal tasks come in handy.
Let’s look at three common scenarios.
Large events are a great example where every detail, from room arrangement to table settings, is critical. Organising a wedding is like project management; the task list can be extensive.
The bride wants the day of her dreams. Parents have their special wishes, and the wedding agent has specific expectations. But it’s more than handling these special requests.
While event management tools like Function Sheets can help, integrating to-do’s within a PMS gives you a universal organisation tool similar to popular platforms like Slack or Google Tasks.
From checking DJ availability to coordinating proposals and approvals with vendors, a PMS integrating to-do tasks into the hotel’s operational software ensures seamless communication and execution for all tasks while eliminating the need for multiple tools or systems.
Let’s consider a different scenario: a mid-sized hotel with 70 rooms. This hotel is fully booked with New Year’s Eve coming up. Every guest may come with specific asks for the day.
They might arrive a day earlier or later, need an electrical car plug, or have unique food needs due to health or lifestyle choices.
Handling individual guest requirements like that, even on a normal day, requires the ultimate precision and organisation that only an integrated to-do system can provide.
By having your hotel system automatically create and assign these tasks to the right team, you can ensure that you meet every request to the satisfaction of every guest.
Automated to-dos guide staff in creating better guest experiences. For example, you get a phone booking and must remind the reservation desk to follow up on the guarantee.
A digital process can automate attempts to charge the guest’s credit card. If it fails, the system sends a notification and to-do for staff so the front desk can keep the sale.
On the days before arrival, the system can notify staff to confirm room arrangements to meet guest preferences like single or double occupancy.
If the guest checks in online, the staff is notified and hands over the room key upon arrival.
Like automated payments, automated tasks can also streamline operations by automatically sending requests like early check-ins or extra amenities to the appropriate departments.
With Clock, you can customise tasks and notifications for your perfect blend of general alerts and specific, actionable tasks to suit your hotel’s needs.
You can also use these tasks to inform staff about new rates and packages. For example, if a revenue manager introduces a new rate policy, they can directly assign tasks to the reservation team for precise rate implementation instead of relying on calls or emails.
This setup is also useful for training new staff, allowing them to become familiar with operations and maintain consistent guest experiences.
Imagine a system where a request for a new pillow notifies the housekeeping department and assigns a specific staff member to deliver it. Or when the same guest reports a whine spill, and the system instantly coordinates its cleaning.
Task management is the unsung hero in hotel PMSs. Gone are the days when PMSs were seen as tools for overseeing physical properties — today's hospitality is about optimising communication and coordination for guests and staff alike.
While traditional PMSs with passive reminders have failed to turn these reminders into actionable, accountable tasks, solutions like Clock flawlessly integrate task management into the hotel system.
Today, hotel solutions prioritising task management and internal communication are critical in offering exceptional guest experiences.