Introducing a new system - and not forgetting the users
Selecting new systems in the hotel is the order of the day, be it the PMS, the CRM or administrative tools that simplify processes. Let's assume that we have selected a new, ideal system for our hotel - then everything should run smoothly, shouldn't it? However, the challenge after implementation is often not the system as such, but the employees who have to work with it on a daily basis. They are often not even asked, presented with a fait accompli and are therefore understandably unenthusiastic. This is often the crux of the matter, as it is essential to get employees on board beforehand. Convincing employees to actively participate in the digital transformation of a hotel requires a holistic and empathetic approach.
Here are a few steps that can help you to motivate users of the new systems and make the digital transformation fun for them:
1. clear vision, goals and consistent communicationCommunicate the vision of digitalization and the advantages of a PMS switch, for example, openly and convincingly before individual system changes. Explain how the changes will improve working methods and support employees in their tasks.
2. involve employees at an early stageInvolve everyone involved in the change process right from the start. Let them express their concerns, suggestions and ideas in order to strengthen their sense of participation. And take them seriously! If necessary, conduct a survey or approach people in the company directly.
3. training and further educationOffer comprehensive training, e.g. in cooperation with system providers, to support users in using new digital tools and technologies. Show them how the new technologies can make their work easier on a daily basis. This will boost motivation and make them more willing to make short-term sacrifices such as a few extra hours during setup!
4. positive examples and success storiesShare positive examples and success stories from other hotels that have benefited from the introduction of the new tools. This can motivate and inspire.
5. individual support & feedbackRecognize the strengths and concerns of each employee individually. Actively seek feedback on how things are really going, e.g. after the PMS change. Offer personal support to help them adapt to the new technologies.
6. empowerment: Give everyone involved the opportunity to play an active role in shaping change. The feeling of making a contribution to the digital transformation will significantly increase motivation.
7. teamwork and cooperation: Emphasize the benefits of collaboration and knowledge transfer through digital tools. Show how the technologies can promote teamwork.
8. celebrate small steps and successes: For larger system changes, divide the entire project into smaller steps to avoid excessive demands. Celebrate successes and progress to maintain motivation.
9. promote a culture of learning: Create a culture of continuous learning and openness to change. Emphasize that digital change is an opportunity for personal and professional growth. New systems should relieve the burden and create more time for the guest and not rationalize away employees! Emphasize how new technologies offer the opportunity to focus on more creative, strategic and rewarding tasks.
10. role model function of the management level: Managers should lead by example and show how they use and benefit from the new technologies.
By involving employees in the change, taking their concerns seriously and showing them clear benefits, you can encourage a positive attitude and ensure that they don't resist it, but actively participate and enjoy it. Feel free to share your success stories with us - we look forward to hearing them!
