You may wonder why a stay that was booked on hotel loyalty program’s website fails to correctly post to your account?
The posting of member stays and points should be fully automated in 2014? Wrong. At many international properties someone working during the nigh-shift will manually type in the stays of the guests that checked out on that day.
Don’t you think that a process such as this is prone for mistakes? It is and it always comes to my mind when I need to call in (just did this last night) to get some stays correctly posted.
Why hotels have not been able to automate this? It makes no sense that someone is typing the guests names, account numbers and eligible spend once a day to the CRM program that the chain is using.
Hotels should ensure that the guest stay information is automatically transferred from the PMS such as Opera directly to the CRM program that they use. This manual typing of account number, guest names and eligible amounts must stop.
The blurred list on the photo above is from an Accor hotel where the clerk that was checking me in for the night was later supposed to be typing the info in to the CRM program. Considering the length of the numbers it is surprising if there are no mistakes done nightly.