Operational Efficiency Elevates Everything

Operational efficiency means delivering quality service and elevated guest experiences while optimizing resources, minimizing waste, and maximizing profits.

One of the key takeaways of the 2025 Hospitality Show conference was the importance of efficiency.

Hotels should review all departments from the front office to housekeeping, food and beverage, and maintenance. 

Technology is your friend. Do a deep dive into your guest data and analytics to find ways to streamline services, improve staff performance, and boost guest satisfaction. Your strategy should include seamless check-in/check-out, automation where possible, improved communication, and an empowered staff.

Front Office First

Your front office is the center of guest interaction and first impressions. This operational hub is a good place to start looking for efficiency improvements.

While guests appreciate the personal touches, they also prefer the ease of self-service for the basics. If you haven’t implemented these already, consider:

Technology Updates

• Mobile and Kiosk Check-in/out: Self-service options reduce waiting times and free up your front desk staff for personalized guest interactions.
• Keyless Entry: Utilize mobile apps for room access to improve convenience and reduce your guests’ reliance on physical key cards.
• Automate Communication: Use chatbots or automated messaging for common guest queries such as Wi-Fi passwords, check-out times, restaurant hours, directions, and more.

Workflow Streamlining

• Dynamic Staff Scheduling: Review and align staffing with predicted occupancy and arrival/departure patterns to prevent over- or under-staffing.
• Digital Concierges: Offer digital access to local information, tour or event bookings, transportation scheduling, and restaurant reservations via a guest app.
• PMS (Property Management System) Optimization: Review your PMS. Train your staff to use all features of your PMS, including automated check-in/out, rate management, and guest profiling.

 

Housekeeping and Maintenance

Housekeeping and maintenance account for a significant part of operational costs. Finding efficiencies here can improve your bottom line.

Housekeeping Optimization

• Task Management Software: Consider implementing systems that can communicate room status updates directly to the front desk and housekeeping, including towel requests, cleaning needs, and late check-out requests. 
• Smart Room Assignment: Optimize cleaning routes and assign rooms based on proximity and priority, like maximizing rooms per floor per shift.
• Linen and Laundry Management: Monitor inventory control and utilize high-efficiency washing machines and dryers to reduce water and energy consumption.

Maintenance Efficiency

• Preventive Maintenance: Get proactive with facility maintenance to prevent more costly system failures, particularly HVAC, plumbing, electrical, and security systems.
• Work Order Systems: Utilize digital systems for staff to log and track maintenance issues.  Ensure a process for quick resolution to minimize guest disruption.
• Energy Management Systems (EMS): Install smart thermostats and lighting controls that adjust with room occupancy to reduce utility costs.

Food & Beverage & Staff

Food and beverage operations generally run on thin margins. Efficiency here is crucial for profitability.

Inventory and Procurement

• Automated Inventory Tracking: Use integrated software to monitor stock levels and predict demand. Set up automated reorders to reduce spoilage and waste.
• Vendor Alliances: Negotiate favorable or seasonal pricing. Streamline delivery schedules to work with fewer, high-volume suppliers.

Service and Production

• POS System Integration: Ensure your point-of-sale (POS) system clearly communicates orders to the kitchen and integrates with the PMS for billing.
• Menu Review: Analyze the profitability and popularity of your offerings to streamline your menu. Focus on high-margin, low-waste items.
• Reduce Food Waste: Implement strict portion control, use leftover ingredients creatively, and compost or donate excess food.

Staff performance

• Invest in staff training: Ensure consistent, high-quality service by providing regular training on all systems, software, processes, and protocols. 
• Communication: Strengthen internal communication to promote seamless collaboration across departments. 

Measure Efficiency

• Task tracking: Track how long it takes to complete each task.
• Guest requests: Measure response time to guest requests.
• Room turnover: Monitor the time required to turn guest rooms.
• Monitor guest satisfaction: Be diligent with guest reviews and comments, both on-site and on social media. 
• KPIs: Track key performance indicators such as staff-to-room ratio and the average number of tasks completed per team member per day. 

When hotels leverage technology, facilitate seamless internal communications, train and empower their staff, and monitor guest feedback, they can streamline operations, maximize efficiency, and increase profit and customer loyalty.  

References:

Hospitality Solutions Top 10 best practices for effective hotel operations management

Luxor One-The State of the Hospitality Industry: Key Takeaways from The Hospitality Show 2025