Being a hotel general manager is not for the faint of heart. General managers are responsible for ensuring the property’s financial success, managing staff and delivering exceptional guest experiences – all while juggling day-to-day operations.
This list of competing demands is why technology has become an indispensable tool for hoteliers. Automation and now AI helps GMs to manage operations smoothly, drive revenue, enhance guest satisfaction and future-proof their properties. Simply put, tech is an essential enabler for operational efficiency in modern hospitality.
Let’s explore the critical technology that every general manager needs in order to thrive.
1. Efficiency and Productivity
Outdated systems and manual processes create inefficiencies that impact staff performance and guest satisfaction. Modern technology transforms how hotels operate by automating routine tasks, centralizing management and optimizing financial processes.
Automated Tasks
Automation eliminates the need for repetitive manual work, such as managing reservations, check-ins and night audits. For example, housekeeping software allows real-time task tracking, ensuring rooms are cleaned efficiently and ready for guests faster (which can also translate into early check-in revenue).
Centralized Management
Cloud-native property management systems (PMSs) give general managers the ability to oversee operations from anywhere. Whether adjusting rates, monitoring performance metrics or managing multiple properties, this flexibility ensures that operational control remains in the palm of the GM’s hand.
Seamless Payments
Embedded payment solutions simplify transactions and enhance security, allowing staff to focus on guest-facing roles. Automated systems also minimize errors and reduce time spent on reconciliation, ensuring financial processes run smoothly.
2. Revenue Growth
Maximizing profitability requires more than setting competitive room rates. Modern tech helps general managers adopt advanced revenue strategies to increase revenue streams and profitability.
Dynamic Pricing
AI-powered revenue management systems (RMSs) use real-time data to dynamically adjust room rates based on market demand. These systems ensure that rates remain competitive, optimizing occupancy and profitability across room categories.
Diversified Revenue Streams
Hotels aren’t limited to earning revenue from room bookings alone. With the right technology, general managers can monetize additional services such as co-working spaces, meeting rooms and parking. Flexible booking systems allow guests (and day visitors) to reserve these amenities by the hour, day or month, providing a more stable and diversified income base.
Automated Upselling
Integrated upselling solutions leverage digital touchpoints like booking engines and online check-ins to offer guests personalized upgrade options. From room upgrades to spa treatments, these tools enhance the guest experience while generating incremental revenue.
3. Guest Experiences
Great hospitality is all about delivering memorable experiences. Technology allows general managers to create seamless, personalized journeys that keep guests coming back.
Personalization
Customer relationship management (CRM) systems use guest data to provide personalized services, such as assigning preferred rooms or offering tailored discounts. This level of customization builds loyalty and enhances the overall guest experience.
Flexible Check-In Options
From online check-in to keyless room entry, offering a range of arrival options caters to guest preferences and reduces front desk queues. These conveniences are particularly important for (typically younger) tech-savvy travelers.
Real-Time Communication
Guests expect quick responses to their queries. Messaging platforms and AI-powered chatbots enable instant communication, ensuring that guest needs are addressed promptly while reducing the workload for front desk teams.
4. Staff experiences
Behind every great hotel is a motivated and efficient team. The right technology not only simplifies staff workflows but also creates a more rewarding workplace.
Simplified Training and Onboarding
User-friendly systems with intuitive interfaces make it easier to train new employees. Additionally, digital training platforms help staff upskill and stay current with best practices, ensuring they’re equipped to deliver exceptional service.
Reduced Repetitive Work
Automation frees staff from mundane tasks such as manually entering guest information or processing payments. This allows them to focus on more meaningful, guest-centric activities, boosting morale and reducing turnover.
More Tipping
Modern point-of-sale (POS) systems with integrated tipping options ensure staff receive fair gratuities. Solutions that make tipping a natural part of the payment process benefit both guests and staff, fostering a more positive work environment.
5. Future Proofing
To stay competitive, general managers must adopt forward-looking technology that keeps pace with industry trends and evolving guest expectations.
Cloud-Native Systems
Unlike legacy systems, cloud-based platforms are agile and regularly updated, ensuring hotels can adapt to market demands without downtime. Cloud technology also allows for scalability, supporting hotels as they grow.
Data-Driven Insights
Access to real-time data means informed decision-making. Customizable dashboards and reports provide insights into revenue trends, occupancy rates and guest behavior, helping general managers identify opportunities for improvement.
Sustainability and Scalability
Modern systems are designed to align with sustainability goals while scaling with a hotel’s needs. Whether adding new properties or adopting energy-efficient solutions, forward-thinking technology supports long-term growth.
Conclusion
Technology is here to support general managers, not replace them. By embracing the right technology, hoteliers can streamline operations, increase revenue, empower staff and deliver unforgettable guest experiences – all while positioning their property for future success.
Choosing the right tools is crucial, and partnering with innovative technology providers can make all the difference. The result? A hotel that not only survives but thrives in an ever-changing industry.
Check out Hotel Technology for General Managers to see how hospitality tech can improve productivity and profitability at your hotel and set your brand apart.
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About Mews
Mews is the leading platform for the new era of hospitality. Powering over 5,500 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Customers include BWH Hotels, Strawberry, The Social Hub and Airelles Collection. Mews was named Best PMS (2024, 2025) and listed among the Best Places to Work in Hotel Tech (2021, 2022, 2024, 2025) by Hotel Tech Report, and won the Tech Hero 2024 Award at CIODAY. Mews has raised $335 million from investors including Goldman Sachs Alternatives, Kinnevik and Notion to transform hospitality.
www.mews.com
