From the Corridors to the Cloud
My very first job was at a luxury resort as a housekeeping attendant. I remember dialing a code from a guestroom phone that would change its status to “clean” by connecting with the PMS. The front desk could then identify that the room was available and ready for check-in. My limited understanding of this process made me think that it happened organically. I didn’t necessarily consider interfaces or software and how they helped make my job easier. Little did I know, I would have a full-circle moment over 15 years later.
As I grew in my hospitality career, moved around the country, and worked at properties of different sizes and levels of service, it was inevitable that I would have to adapt and learn new systems. It is simply part of the job, and every operation is different. From property management systems and point of sale units to phones and rapid response software. Though it was not until later in my journey that I realized the importance of these systems being properly synced, especially within the complexity of hotels.
Because of my new role at Percipia, I have continued learning about the intricacies of telephony, in-room technology, and integration. There truly are unlimited options when it comes to our products. Hotels can make selections based on their existing networks, infrastructure, and hardware. They can opt to have mobile applications designed specifically for their services and amenities. Staying ahead of these types of technology allows a hotel to stay competitive.
Now that I am part of a company that is a leader in hospitality technology, I can see the similarities in hotel operations. There is a fundamental need to build trust and relationships that go along with living a culture of service. There are unspoken rules within hospitality that most of us will continue to adhere to even though we are no longer working at a hotel.
#1: Focus on the Details
Whether you are a room attendant or a General Manager, you naturally feel a sense of responsibility for maintaining a clean and comfortable environment. If you see trash, you pick it up without hesitation. Seeing something broken or out of place triggers a response. Things don’t go unnoticed.
#2: Sales
You are always an ambassador. You take every chance you get to speak highly about your property, your company, your team, and your brand – and you do so with enthusiasm because you believe in it. There are few sales roles, but it is absolutely everybody's responsibility to sell.
#3: Teamwork
We rely on our teams to be successful. There are no individual accomplishments in hospitality. In many ways, being on the vendor side is the same. There is an implicit effort to make things happen for a client regardless of what your role is within the organization.
When joining Percipia, I brought a perspective shaped by my own experiences. I can relate to our clients and their day-to-day struggles. I have a deeper sense of an ever changing industry because I came from it. We, hospitality folks, appreciate time, convenience, reliability, and adaptability on a different level. We learned to operate in constant chaos (in a good way) and can wear many hats at once. We are prepared for the unexpected and can come up with solutions quickly. It is not a surprise that this translates into our role as a vendor.
There is an inherent camaraderie in the industry that pushes us to approach things in a much more pragmatic way. It is exciting to be part of “something bigger,” connecting technology to those in the field. Our ability to collaborate creates opportunities for all-encompassing solutions that can help ease operational challenges and enhance the guest experience. After all, isn’t that what hospitality is about?
Learn more about Percipia here: Percipia
