What is hotel technology?
Hotel technology is the collection of solutions and systems property managers use to accomplish tasks at their small accommodation business. For small properties like yours, time very much equals money so most hotel technology is designed around the principles of making things easier and quicker, while helping to improve the guest experience too.
Thinking about hospitality technology solutions in the general sense can often be scary. Hotel technology systems can seem complex, expensive, and hard to master. When you start thinking about using tech to run your property, instead of the methods you’re used to, it’s natural to feel apprehensive.
Ultimately though, it’s designed to be the opposite; creators and inventors of hospitality technology platforms are trying to solve problems and make life easier for its users.
If you’re just discovering hotel technology, this blog will give you a simple overview of technology in hotels, from an operational perspective.
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Learn moreWhy is hotel technology becoming more important?
Hotel technology today is largely centred around computers, digitalisation, and online systems, with the internet at its core. Despite the hospitality industry’s size, modern hotel technology is relatively new, having emerged in the last decade or two. This presents a significant opportunity for hoteliers to gain a competitive edge by leveraging tech solutions to enhance decision-making and achieve their business goals.
What technology is used in hotels?
Hotels are often at the cutting edge of technology, if not the bleeding edge. Here are just a few of the modern foundations of tech for accommodation:
1. Booking engine
Hotel technology in the form of a direct booking web page should be a top priority for your small hotel. Not only have booking engines become an expected standard among today’s international travellers, but it’s an investment that enhances both your experience and your guests’ experience.
With your hotel booking engine, certain emails that each guest should receive such as booking confirmation, reminder before their stay, tips during their stay, and a feedback request following their stay, can become an automatic, standardised process.
Part of being able to accept online bookings is the ability to process the payment. Make sure the hotel technology system that you choose is secure (e.g. ask for proof of PCI compliance) and it allows you to get paid directly into your bank account.
Direct booking technology is exactly what it says. It’s technology that enables your guests to book directly with you through what is known as a booking engine. An online booking engine allows you to accept bookings via your own website or social media accounts. Guests can simply click ‘book now’ on your sites and start the reservation process.
Once a booking is completed you’ll receive all the revenue, without needing to pay a commission to anyone. For small properties running on a tight budget, it can be beneficial to avoid the commission fees of sites like Booking.com where possible. Their marketing power will always be useful however, so it’s important to find a good balance between the two channels.
2. Channel manager
A channel manager is the simplest way to implement your distribution strategy. Through a channel manager, you can broadcast your live availability to all of your online agents at one time.
With an effective channel manager in place, you can minimise your risk of overbooking your rooms while also maximising your ability to reach out to travellers in every segment of the market.
A channel manager provides valuable insights through detailed analytics and reporting. You can track the performance of each distribution channel, identify which ones are bringing in the most bookings, and adjust your strategy accordingly. This data-driven approach helps you optimise your distribution and pricing strategies, ensuring you focus on the most profitable channels.
By automating the management of rates and inventory across all channels, a channel manager also frees up your time to focus on enhancing guest experiences and growing your business. This powerful tool not only streamlines operations but also supports long-term growth by giving you full control over your distribution strategy with minimal effort.
3. Social media integration
Integrating your booking system into social media platforms like Facebook or Instagram allows potential guests to book directly from the platform, streamlining the booking process. Instead of directing users away from the social media site to your website, they can complete their reservation in just a few clicks.
This not only makes the process faster and more convenient for guests but also helps you capitalise on the traffic already engaging with your social media content. By turning visitors into bookers without any friction, you enhance your chances of capturing bookings at the peak of guest interest, maximising your hotel’s revenue potential.
Guests want to be able to ask quick questions and find out more information through your social media pages. When you don’t have a social media presence, it sends the message that as a business, you aren’t getting with the times.
Be available on social media, and regularly update it with useful information about your location. Photographs, videos and reviews are all components that should be included on your social networking sites.You should allow guests to book in their stay with you directly from your Facebook page. Make it convenient for potential guests who are browsing your Facebook page to book directly with you.
Your online reservation system should already have this capability built into it. With Little Hotelier’s booking engine, you can allow them to book without ever leaving the Facebook site.
4. Guest engagement
Technology plays a pivotal role in enhancing guest engagement, enabling personalised communication at every stage of the guest journey. With hotel technology, you can automate emails that ensure your guests feel valued and informed, whether they’re booking, preparing for their stay, or providing feedback afterward.
Automated emails allow you to deliver the right message at the right time—confirmations, pre-arrival instructions, and post-stay surveys—without manual effort. This keeps communication consistent and ensures a tailored experience for each guest, enhancing their overall satisfaction and connection with your hotel.
Here is a standard outline of the email communications you must have to keep your guests engaged before and after their stay at your property:
Confirmation of reservation
This is the automatic email that is sent from your hotel’s reservation system immediately after your guest enters their details to make a booking. Usually, a credit card is required, so the purpose of this email is to reassure your guests that the reservation was successful.
Thank you
The tone of this email should be personal, showing them that you appreciate their business and look forward to meeting them. It gives your hotel that personal touch and gives them a warm fuzzy feeling about you. We recommend that you send it a day after they have made their reservation.
Feedback request
Whether or not your guest has had a good stay at your hotel, you should be asking them for their feedback afterwards. Ask them if they have any suggestions for how you can improve.
Safely store guest data so you can get it in touch
By safely storing your guests’ data, you’ll be able to contact them in the future with those awesome promotions that you’ve created.
The keyword here is ‘safely’ – everyone booking online today is concerned about data security. In fact, Bob Russo, GM of the PCI Security Standards Council, said in recent years the hotel industry has been particularly vulnerable to cyberattacks.
Hotels and bed and breakfast properties have been key targets of data breaches for many years – and there is one main reason for this; that is, credit card payments.
Invest in secure hotel technologies, and provide your customers with the reassurance they need to book with you online. Using an SSL certificate and offering a secure online payment portal is essential, but it’s not always enough.
The PCI Compliance Guide defines PCI DSS (Payment Card Industry Data Security Standard) as “a set of requirements designed to ensure that all companies that process, store or transmit credit card information maintain a secure environment”.
Only work with an online booking engine that offers you and your guests the security they need. You need to implement a program that is completely 100% PCI DSS compliant. Secondly a small hotel should ask for documentation that would prove compliance with PCI DSS standards.
By implementing the right booking engine for your small hotel, you can easily integrate the best technology into your management system. If you need help choosing the best one for your property, use our buyer’s guide.
5. Mobile-first approach
When travellers rely heavily on their smartphones, adopting a mobile-first strategy is no longer optional—it’s essential. For hotels, this means more than just having a mobile-friendly website. It’s about using mobile communication to enhance the guest experience at every stage of their journey. By meeting guests where they are—on their phones—you can deliver seamless, instant service that makes their stay even more convenient and enjoyable.
Use text messaging to communicate with your guests
More than half of travellers are now using their mobile to source information about hotels, with mobile phones now the #1 item to bring on holiday. This means utilising mobile will literally put communication with guests at your fingertips.
Text Messages are highly effective as 90% of text messages are read within three minutes of reaching the recipient. It also means that you can reply to any questions straight away.
The following are great messages to light up your guests phone:
- Greetings and feedback – Send welcome, thank you and goodbye messages throughout your guests’ stay. After departure give them a buzz asking for a review, with a clear link to your TripAdvisor or alternative pages.
- Exclusive deals for loyal guests – For example; “We loved having you stay with us! Please enjoy 10% off your next booking”.
- Reservation confirmations – Send an automated booking confirmation code, this is very handy for guests to check their reservation when they’re without internet.
- Additional information – Cover any questions guests might have; Where can the guest park? What’s on in the area? How do they check-in/check-out?
- Room service orders – Rather than struggle to clarify over the phone this can be a simpler way for guests to make requests from the comfort of their room.
6. In-room hotel technology
As hospitality technology continues to transform our everyday lives, hotels around the globe are taking the opportunity to implement truly awe-inspiring technology into their rooms.
This hotel technology not only impresses the guests who stay at these luxe properties, but it also adds an element of convenience that improves the guest experience in ways not seen before in the hotel industry.
At the Hotel 1000 in Seattle, for example, electronic doorbells have been installed in guest rooms that can scan the room and identify if a guest is present with heat technology. According to Travel Tripper, if housekeeping and other hospitality staff members identify someone in the room, they simply leave the guest be. No more “Housekeeping!” knocks on the door when you are resting peacefully on the first morning of your vacation!
At Yotel in New York City, there’s a premier suite at the property that features a luxurious king-sized bed that can rotate toward the panoramic window in the morning, giving guests pristine views of the Big Apple’s skyline. If guests prefer to watch a show or movie, however, they can stream their favorite multimedia content on the impressive techno walls in the room.
While these are certainly impressive technological feats, they obviously are not possible for every hotel. However, even as a small hotel operator, there are technological advancements that you can implement at your property. Here’s what the average guest is looking for out of hotel room technology:
- Interactive TV — Many guests book a hotel that is going to feel like home to them while they are away, and this usually means that they like to relax with TV at some point during their stay. Interactive TVs with streaming capabilities and program guides are a necessary technology component at your hotel.
- Mobile apps — By designing a mobile app specifically for your property, you allow guests to control and customise their own experience. Mobile apps can provide local guides to the area, the ability to order room service or the ability to communicate with hotel staff.
- Charging stations and outlets — Travelers almost always pack their smartphones and tablets, and they rely on them heavily while they are away. Not only should you incorporate several outlets into each guest room, but you also should create a charging station area in a common location on your property. The lobby is often the best place to do this, so guests can charge their favourite devices while they are lounging, socialising or waiting for their next excursion.
Hotelechnology is playing an increasingly important role in the overall travel experience, particularly in hotels, motels and bed and breakfast properties.
7. Front desk software
A property management system (or front desk system) is online hospitality technology that helps to organise and automate a property’s operational tasks. It will aid managers and owners in keeping track of and updating reservations, inventory, check-ins and check-outs, housekeeping, guest profiles and communication, extras and promotions, and more. A PMS is so handy because everything can be done at the click of a button, and it updates instantly. Many systems are also mobile-friendly or even have a mobile app, so the property can be managed while you take care of other tasks such as buying supplies or changing the linen, on any device.
Property management systems can also work together with online booking engines and channel managers. More on them below.
There are many admin bits and pieces that go into running your small property. Unfortunately, they can be very time-consuming! Front desk systems exist to help that day-to-day management become easier. You’ll be able to close rooms to arrival and departure (handy for when you need to renovate or take a day off), print out check-in and check-out sheets, and generate housekeeping schedules.
Solutions like Little Hotelier come with a built-in channel manager and booking engine, so you don’t need to update several systems if a reservation is changed. If one of your guests calls to change their dates, all you need to do is drag and drop the reservation, and the availability of your rooms will be seamlessly updated across all your online channels, including your website.
Integrating your PMS, channel manager, and booking engine keeps everything in sync, so you don’t have to worry about manually updating different systems. When a booking is made or changed, it automatically updates across your website, OTAs, and internal records in real time. This not only cuts down on manual work but also helps prevent double bookings and other mistakes. It’s a simple way to make sure everything runs smoothly, giving you more time to focus on your guests and daily tasks. Plus, having everything in one place makes it easier to keep an eye on how your hotel is doing and make quick adjustments when needed.
8. Targeted promotions
Targeted promotions are key for small hotel owners looking to drive repeat bookings and generate buzz. By offering personalised deals, you can keep guests coming back while also encouraging them to refer others.
Special offers
To make the most revenue out of each guest, small hotel owners need to drive repeat bookings and referrals. Make sure each guest gets an email with a special promo code to get a dollar amount or percentage off their next stay.
Hotel packages
Promotions and discounts can help encourage people to book with you and also helps generate buzz about your business.
According to Maria Coder of Bed & Brunch PR, by putting a fresh spin and adding an amenity, you can take an ordinary package and make it buzz-worthy. And well, spectacular packages can make for amazing press coverage.
She advises that you should:
- Identify a news hook, such as an upcoming holiday
- List your inn’s current offerings, such as complimentary WiFi
- Add something that’s inexpensive and easy, like a cup of hot chocolate
- Add adjectives or descriptions, like ‘energizing homemade breakfast’
- Stick a catchy title on, like a ‘kiss me I’m Irish’ package for St. Patrick’s Day
Promo codes for room discounts or unique packages are great ways to increase your revenue and drive repeat bookings, so post about these discounts on social media in order to advertise to as many people as possible.
Your hotel booking engine should be able to promote your Hot Deals for you.
9. Data-driven decisions
Hotel technology, especially through integrated PMS systems, offers a wealth of valuable data that small hotels and B&Bs can use to make smarter business decisions. Modern reporting and insights tools, like those provided by Little Hotelier, allow you to easily track critical metrics such as occupancy rates, revenue per booking, and average length of stay. With this data at your fingertips, you can analyse trends over time, identify high and low seasons, and make adjustments to your pricing strategy to maximise revenue during peak periods or attract more guests during slower times.
Beyond occupancy and revenue, advanced analytics offer insights into guest behaviour, booking patterns, and even the effectiveness of your marketing campaigns. By understanding which promotions or packages generate the most interest, you can fine-tune your marketing strategies and target your efforts more effectively. Data also helps you better manage your operations—allowing you to predict busy periods, allocate staff accordingly, and ensure your property is running at its most efficient.
These data-driven insights enable you to optimise not just your pricing and marketing efforts, but your overall business strategy, leading to better decision-making and improved profitability. With easy access to real-time data, you can stay agile, respond quickly to market changes, and keep your property ahead of the competition.
Factors to consider when choosing a hotel technology platform
Choosing the right hotel technology platform is a critical decision that can greatly impact the efficiency and success of your small B&B. From managing bookings and guest communication to optimising revenue strategies, the platform you pick needs to meet your property’s unique needs. Here are key factors to consider when evaluating different options:
Budget
For small B&Bs, cost-effectiveness is crucial. Look for technology solutions that offer flexible pricing models, such as monthly subscriptions or tiered pricing based on the size and needs of your property. Avoid solutions that lock you into rigid contracts with fees that don’t adapt to your business’s seasonal nature or growth. A platform that aligns with your budget can help you manage operations efficiently without straining your resources.
Size and needs of your B&B
The size of your property plays a significant role in determining which technology platform is the best fit. If your B&B has under 10 rooms, software designed for large hotels may be overly complex and come with features you’ll never use—at a higher cost. Opt for a platform specifically tailored to small properties, offering streamlined features like booking management, guest communication, and reporting, all scaled to fit your business without unnecessary complexity or expense.
Integration with other systems
One of the most important factors to consider is whether the platform integrates seamlessly with other systems, such as your PMS, channel manager, booking engine, and website builder. Integration ensures that data flows smoothly across all platforms, preventing silos and reducing manual tasks. For example, when a guest modifies their booking, the system should automatically update availability across all channels, including OTAs and your website. This eliminates manual updates and reduces the risk of double bookings, helping you keep operations running smoothly.
Ease of use
Your hotel technology platform should be easy to use, even for team members with limited technical skills. Prioritise user-friendly systems with intuitive interfaces, making it simple to manage bookings, update rates, track availability, and communicate with guests. The easier the system is to navigate, the quicker your staff can adapt, saving time and ensuring smooth day-to-day operations.
Customer support
Reliable customer support is essential, especially when implementing a new system or dealing with unexpected technical issues. Choose a provider that offers responsive customer support available in your time zone and language. Comprehensive training resources, a detailed knowledge base, and ongoing support will ensure you’re able to make the most of the platform without major disruptions to your operations.
Questions to ask potential technology providers
When evaluating different hotel technology providers, it’s essential to ask the right questions to ensure the platform meets your B&B’s needs:
- What online travel agents (OTAs) does your system connect to?
Make sure the platform integrates with the OTAs most relevant to your market. A wide range of connections will help you reach more potential guests. - Do you offer seamless integration between the PMS, channel manager, and booking engine?
Verify that the platform’s core tools work together smoothly, reducing manual work and preventing data inconsistencies across systems. - Do you integrate with Airbnb?
Airbnb is a crucial platform for many small properties, so ensure your chosen system can connect directly to it, streamlining your management across platforms. - What pricing models do you offer?
Ask about flexible pricing that can adapt to the seasonal nature of your business. Pay attention to whether the solution fits your budget throughout the year, especially during off-peak periods. - Do you have product plans tailored to the specific needs of my property?
Make sure the provider understands the unique challenges of managing a small B&B and offers solutions that address those specific needs. - Do you provide a free trial, training, and ongoing support?
A free trial lets you test the software before committing, while ongoing support and training are essential for long-term success. Ensure the provider offers resources that help you and your staff get up to speed quickly.
Overcoming common challenges: How technology can transform small hotels
Running a small hotel comes with its own set of challenges, but technology can be a game-changer. Whether it’s managing daily operations or keeping guests happy, the right tools can help you save time and boost your bottom line. Below, we’ve outlined common issues you might face and how simple, effective tech solutions can help.:
Challenge #1: Fear of increased expenses and limited budgets
For many small hotel owners, the fear of increased costs can hold them back from upgrading, but not embracing technology can be more costly in the long run. With limited budgets, it’s easy to feel like new technology is out of reach. But, sticking to outdated systems can actually end up costing more in the long run by slowing down operations and missing out on potential revenue.
Solution: Cloud-based, all-in-one systems
Cloud-based systems like Little Hotelier offer a practical solution for budget-conscious hotel owners. These platforms combine everything you need to manage your hotel into one easy-to-use system, from reservations and guest communication to payments and reporting. Instead of paying for multiple tools, you get everything in one package, which helps lower costs and makes operations more efficient.
One of the best things about cloud-based systems is their flexibility. They often come with subscription-based pricing, so you don’t have to make a large upfront investment. You can choose a plan that fits your property’s size and needs, and scale it as your hotel grows. Plus, since the system is cloud-based, you can access it from anywhere—whether you’re at the hotel, running errands, or even on vacation. This means you can keep an eye on things without being tied to your desk.
By switching to an all-in-one cloud system, you’ll reduce the need for manual work and paperwork, freeing up your time and your staff’s time to focus on delivering a better guest experience. In the end, that means more satisfied guests and more bookings.
Challenge #2: Resistance to change and perceived complexity
Adopting new technology can feel intimidating, especially if you’re used to doing things a certain way. Many small hotel owners worry that switching to a new system will disrupt their operations or be too difficult for their staff to learn. But avoiding tech altogether can actually slow you down and make it harder to stay competitive.
Solution: Easy-to-use platforms with built-in support
Modern hotel technology, like Little Hotelier, is specifically designed with ease of use in mind. These systems offer intuitive dashboards and simple workflows, making them easy for you and your team to get up to speed. You don’t need to be a tech expert to use them—if you can send an email, you can manage these systems.
Plus, the built-in support is a huge benefit. Little Hotelier offers comprehensive guides, video tutorials, and 24/7 customer support, so if you ever hit a snag, help is always available. Automated tools within the platform make repetitive tasks like updating room availability, sending guest confirmations, and processing payments easier. For example, real-time room updates ensure that all your booking channels are in sync, preventing double bookings and reducing errors.
Instead of overwhelming your staff, these tools actually simplify their day-to-day tasks, giving them more time to focus on guest interactions. And since these platforms are constantly being updated with the latest features, you can rest easy knowing that your hotel is always running on the most efficient system.
Challenge #3: Balancing technology with personalised guest service
Small hotels thrive on personal service, and many owners worry that introducing technology will make guest interactions feel cold or impersonal. You don’t want to lose the charm that makes your property special, but you also want to keep up with modern guest expectations.
Solution: Automation that adds a personal touch
The right technology doesn’t replace personal service—it enhances it. With Little Hotelier, you can automate many of the routine tasks that take up your time, while still providing that personal touch your guests love. For instance, automated email systems allow you to send customised messages to guests at key moments during their stay. You can welcome them with a personalised note before they arrive, provide local recommendations during their stay, and thank them after they’ve checked out.
What’s more, guest preferences are stored in the system, so you can easily offer tailored services for repeat visitors—like remembering their preferred room or knowing if they have special requests. This helps create a more seamless, personalised experience for your guests without you having to track everything manually.
Automation doesn’t mean less human interaction—it means more time for you to focus on those moments that matter most. By handling the routine tasks, technology allows you to spend more time connecting with guests and making sure they have an unforgettable stay.
Future trends in hospitality technology
We’ve singled out the seven most important technology trends you should be aware of now and into the future:
1. Internet of Things
The IoT is based on giving everyday objects network connectivity. It involves facilitating communication between multiple devices, for example a heating system that can be controlled from your computer, TV, or phone. Wearable tech also comes into this discussion, with the steady growth of the Apple Watch and fitness trackers such as Fitbits. This is immediately applicable to the travel industry and your property. With smart technology on their wrist, guests could have the ability to check themselves in and get settled into their room without the need of a physical key or time-consuming check-in process. With technology only getting smarter and more efficient, the IoT will only expand further throughout 2017.
2. Virtual Reality
Although predominantly used in gaming to immerse players in a virtual 3D world where they explore environments and interact with objects, virtual reality has also cemented a place within the travel industry in 2016. Hotels are using it to provide potential guests with holistic tours of their property so the traveler can make a more informed and comfortable purchasing decision. Virtual reality is forging ahead in leaps and bounds, so much so that guests now expect your accommodation to provide a tour on your website. This technology will only grow in the coming years.
3. Artificial Intelligence
Just like virtual reality, artificial intelligence is receiving a lot of funding and research with huge progress soon to be made. It’s likely over the next few years people will have A.I as part of their everyday experience when making purchases, visiting attractions, or attending events. Hotels are already using chatbots and intelligent messenger apps to assist customers while others have installed robots to act as concierge’s, guides, and porters. While guests and hoteliers alike are quite split on their opinions of A.I, it’s a concept that is going to become much more prominent very soon.
4. Tech Security
Protecting the personal information of your guests is by far one of the most serious concerns you should have at your property. Any breach can have dire consequences for you and your customers. Not only will you lose customers and suffer embarrassment in the short-term, the long-term effect on your reputation and potential loss of sales could cripple your business financially. For a small hotel or B&B, there may be no coming back from a fallout like that, so it will be common to see more people investing in security software systems.
5. Cloud Technology
Cloud technology, like Little Hotelier, is the best way to keep things simple by organising all your software tools and hotel processes into one centralised location. Using cloud software has the ability to significantly cut costs and save time. Not to mention, all data is constantly backed up for safekeeping. It’s a flexible system that only requires one installation and one login that anyone can be given access to if needed, and allows you to keep track of everything in real time. More hotels will continue to invest in cloud technology as they look to stay ahead of the curve.
6. Increased Presence on Social Media
Travel and social media fit together perfectly as all customers like to share their trip experiences with family and friends back home. 76% of travellers say they share their photos on social networks while 52% of Facebook users say their friends’ photos inspire them to travel. It just makes sense that accommodation providers would be trying to increase the impact they have on social media. Here’s how social media can help your B&B get more bookings.
7. Continued Rise of Mobile and Mobile Apps
More than half of travellers are now using their mobile to source information about hotels. Beyond this, over 20% are using their mobile to actually book their stay and many are doing so using a mobile app. Apps especially are the way forward within the travel industry and it will pay for hotels to cater to mobile users.
All of this technology has the potential to affect your business in a positive manner. It may provide new strategy opportunities, higher levels of customer engagement, better efficiency of operations, more bookings, and boosted revenue. Technology must be viewed as a competitive weapon.
By Dean Elphick
Dean is the Senior Content Marketing Specialist of Little Hotelier, the all-in-one software solution purpose-built to make the lives of small accommodation providers easier. Dean has made writing and creating content his passion for the entirety of his professional life, which includes more than six years at Little Hotelier. Through content, Dean aims to provide education, inspiration, assistance, and, ultimately, value for small accommodation businesses looking to improve the way they run their operations (and live their life).
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