Optimize the Guest Journey with Hotel Management Software
Earn your guests’ loyalty with flawless operations from lobby to back office. Oracle Hospitality technology connects event sales, guest rooms, management, and POS—delivering the integrations you need to create exceptional experiences through OPERA Cloud.
Explore the hotel guest journey
- Sales and marketing
- Shop
- Book
- Consume
- Pay
- Account management
- Manage relationships
- Engage with technology
Sell and market the property
Grow brand and property awareness through the execution of local, regional, and global marketing campaigns. Promote services across hotel website, GDSs, OTAs, search engines, and travel agencies. Market and sell meeting and event spaces and grow group business.
The process
- Collect, cleanse, and analyze customer data to gain market insights
- Plan and execute promotions that will entice new and existing customers
- Promote products and services via search engines, OTAs, and travel agencies
- Create exciting and distinctive hotel offerings
- Maintain an active and responsive social-media presence
- Deliver a constant stream of leads and contacts
Your challenges
- Large data volume, multiple-data sources, and varying data quality make it difficult to create and maintain a central database with clean and reliable data
- Poor data quality results in ineffective marketing campaigns
- Effectively managing pricing and inventory across distribution channels
- Timing promotions to optimize revenue and improve occupancy
- Difficulty of making the right offer to the right customer at the right time
How Oracle's hotel management software can help
- Gain a 360-degree view of customers by tapping guest profiles, booking history, and on-property spend history in OPERA
- Effectively plan and execute targeted marketing campaigns, combining guest profiles and customer-spend insights in OPERA with the powerful campaign setup and execution capabilities of Oracle Marketing Cloud
- Increase revenues from group bookings, meetings, and events with the comprehensive capabilities of OPERA Sales and Catering
- Enhance customer loyalty and direct bookings with personalized booking driven by OPERA Web Self-Service
- Maximize the value of customer data in OPERA with Oracle Customer Experience (CX) Cloud, which can help elevate sales, marketing, and service functions, and engage guests on social media across the travel lifecycle
Shop for rooms
Build an intuitive website to simplify shopping for rooms. Allow shopping through OTAs and other third-party distribution channels. Make it easy to shop for meeting and event spaces. Maximize ROI with individualized marketing campaigns.
The process
- Build an intuitive website that offers a distinctive, user-friendly experience
- Execute targeted marketing with individualized campaigns
- Provide incentives to increase direct bookings
- Allow bookings through third-party distribution channels
- Support bookings for meetings and events
Your challenges
- Maintaining rate parity across distribution channels
- Creating a unified brand presence with consistent online content
- Manually updating rates, inventory, and other information
- A lack of compelling offers resulting in low, booking-conversion rates
- Obtaining valuable knowledge about guests’ online behavior
How Oracle's hotel management software can help
- Full, two-way integration to reduce manual processes
- Engaging booking engines that can generate attractive offers and incentives
- Simple distribution model for single-source, hotel-distribution management
- Tools to capture a variety of data and produce a snapshot of each guest
- Rate-shopper system to help drive better business decisions
Book the room
Increase revenue and occupancy with targeted offers, upselling opportunities, and smart pricing. Accelerate sales for group business, meetings, and events by making the booking process more efficient.
The process
- Attract guests and provide them with incentives to book directly
- Offer best-price guarantee while maximizing revenue and occupancy
- Develop targeted offers and smart pricing for new customers
- Identify appropriate upsell opportunities for reservations
- Improve visibility and efficiency of sales for group business bookings, meetings, and events
Your challenges
- Generic marketing content, offers, and incentives deliver limited success
- Booking processes can be difficult, especially on mobile devices
- Keeping hotel content and booking policies consistent across booking channels
- Group and event bookings are complex and time-consuming to manage
- Missed revenue opportunities because of lack of automated tools to identify and communicate upsell offers
How Oracle's hotel management software can help
- Tracking of all guest booking data and preferences to provide insights on customer behavior
- Intuitive, device-agnostic user interfaces that simplify booking
- Lower distribution costs by allowing direct booking from properties to OTAs
- Executing automated upsells for every reservation, using artificial intelligence/machine learning to make the right offer to the right customer at the right time
Our solutions
- Oracle Hospitality OPERA Cloud Property Management
- Oracle Hospitality OPERA Cloud Sales and Event Management
- Oracle Hospitality OPERA 5 Property Management
- Oracle Hospitality OPERA Room Reservations
- Oracle Hospitality OPERA Customer Loyalty Tracking
- Oracle Hospitality OPERA Distribution
- Oracle Customer Experience (CX) Solutions for Sales Automation, Marketing and Social
Consume during the stay
Check in guests, assign rooms, and check out guests. Oversee room service, housekeeping, and maintenance activities. Manage food and beverage, retail, and other on-property amenities. Use technology to provide contactless experiences, ensure service consistency, and enhance employee productivity.
The process
- Execute efficient and contactless front-desk services such as check-in/checkout and room assignment
- Efficiently plan and conduct housekeeping and maintenance activities
- Provide timely room service
- Manage and deliver quality food and beverage services on property
- Orchestrate on-property meetings and events
- Ensure concierge is well informed about hotel services, special promotions, and destination activities
- Manage onsite retail
- Track spending and process charges
Your challenges
- Recognizing guests, and leveraging guest history and preferences to personalize guest interactions
- Offering contactless check-in, checkout, and room-service requests
- Prioritizing rooms for housekeeping, and ensuring their cleanliness and readiness for check-in
- Managing tasks as frequent changes in guest arrival times render task sheets obsolete
- Managing room assignments as guests extend stays and arriving guests request specific rooms
- Keeping staff updated about promotions and services for effective upselling
- Ensuring speed and quality of F&B services on property
- Managing profitability of F&B operations with minimal insight into trends and limited menu/inventory analysis
- Effectively coordinating across departments to stage meetings and events
How Oracle's hotel management software can help
- Personalize guest experiences with comprehensive, centralized guest profiles
- Increase revenue by enabling staff to offer targeted upsells at check-in
- Execute contactless check-in, checkout, and room service
- Maximize room occupancy and connectivity to OTAs and GDSs through partners and direct connections
- Boost revenue and ADR through optimal revenue management, using rich rate functionality and prebuilt integrations with revenue-management solutions
- Increase efficiency of hotel operations
- Improve collaboration across operations
- Better manage restaurant and kitchen operations
- Untether staff to serve guests anywhere on the property
Pay the bill
Securely process cash, credit-card, and electronic payments for lodging, food and beverage, retail, and other services. Allow payments on mobile devices and fixed workstations.
The process
- Accept payment through various options to increase likelihood of advance booking
- Authorize payment for stay and additional spend upon check-in
- Pay for services, such as a restaurant tab, during a visit
- Pay at checkout in person, by video, or remotely using an app
- Maintain PCI compliance while accepting a variety of payment methods (cash, credit, and mobile)
Your challenges
- Keeping up with the ever-changing payment landscape and executing contactless payment
- Avoiding payment from hindering speed of service
- Supporting pay at table in restaurants
- Ensuring all aspects of payment are secure and compliant with the latest regulations
- Properly reconciling alternative payment methods (gift cards, loyalty points, and coupons)
How Oracle's hotel management software can help
- Secure payment capabilities through a large global network of partners and certified payment-partner providers
- Enhance security by not handling or storing cardholder or sensitive authentication data
- Simplify credit-card payment configuration by allowing PMS and POS to communicate with different credit-card processors
- Integrate with the latest mobile payment methods
- Monitor new technologies and partners and make them available through our payment integration layer
Manage the account
Provide guests with a menu of options to view folios and bills, and settle them conveniently. Manage receivables across your enterprise. Deliver tailored communications to guests, with their stay details and personalized messaging, after payment. Understand spend and consumption trends.
The process
- Provide guests with a menu of options to view folios and bills, and settle them conveniently
- Update enterprise financial systems with transactional data
- Manage payables and receivables across your enterprise
- Manage compliance with fiscal and data-privacy requirements
- Produce daily, weekly, monthly, and enterprise- and property-level reports
- Compute and analyze key metrics (ADR, RevPAR), booking performance, spend, and consumption trends
- Manage data on inventory, demand, and pricing to drive revenue-management models
Your challenges
- Managing a variety of means for guests to view and pay bills
- Personalizing communications with guests and corporate customers
- Ensuring compliance with fiscal and data-privacy requirements
- Consolidating and analyzing transactional data by property, group, guest, and corporate
- Delivering more real-time reports and insights from enterprise data
- Enhancing profitability through better revenue management
How Oracle's hotel management software can help
- Flexibility to consolidate or segment data as needed with Oracle’s suite of powerful business-intelligence tools
- Dedicated team to monitor fiscal compliance requirements globally and build tools in Oracle Hospitality solutions to support compliance
- Integration with industry-leading providers of revenue-management solutions
- Ability to analyze hotel and F&B transactional data and apply data-science technologies
- Powerful billing capabilities and open APIs for integration with financial management solutions, including Oracle Cloud ERP and Oracle NetSuite
Manage the relationship
Monitor and manage engagement with guests on social media and address their concerns. Send and record surveys of guests following their stay, update customer preferences, and nurture loyalty through recognition and rewards.
The process
- Monitor guest questions and feedback on social-media platforms. Address service issues proactively with appropriate customer support
- Understand individual and group customer needs through post-stay and post-event surveys
- Record and save all stay, meeting, and event history in a customer data warehouse
- Nurture customer loyalty through recognition and rewards
Your challenges
- Managing guest interactions on social media before, during, and after the stay
- Monitoring your brand on social media and responding promptly to positive and negative guest feedback
- Personalizing guest interactions across the travel lifecycle and multiple channels
- Gathering guest feedback through personalized surveys
- Differentiating your loyalty program and enhancing guest satisfaction and loyalty
How Oracle's hotel management software can help
- Monitoring and managing brand presence on social networks and fostering guest engagement across multiple social-media platforms
- Capturing detailed, complete customer profiles in a centralized, customer-data repository
- Providing great customer support through a cloud-based solution for service
- Personalizing guest communications with our cloud-based solution for marketing
The role of technology
What hoteliers need are secure, reliable, mobile-enabled, scalable, high-performance applications and infrastructure. They’re essential to accelerate growth, speed time to market for new services and properties, and empower staff to deliver exceptional guest experiences.
The process
- Ensure IT strategy aligns with business objectives
- Develop, maintain, and support applications that allow efficient execution of hotel, F&B, and other operations
- Implement and support an IT infrastructure that supports hotel and F&B operations
- Establish and grow an agile IT organization with strong governance
- Accelerate enterprise growth and delivery of new service innovations
Your challenges
- Supporting ever increasing requirements for IT infrastructure at property and head-office levels
- Maintaining existing hardware and software at properties and complex integrations
- Securing IT applications and infrastructure at properties
- Maintaining and supporting complex integrations between applications
- Enhancing adoption of guest-facing mobile applications and empowering staff with mobile applications
- Reducing IT complexity and costs while supporting growth and innovation
- Providing timely insight from enterprise data to the executive team and key stakeholders
- Delivering today’s needs and future-proofing the business
- Gaining a 360-degree view of customers to understand them holistically and engage them personally
How Oracle's hotel management software can help
- Cloud-based solutions for hotel and F&B operations that reduce IT complexity at properties
- Mobile applications that allow hotel staff to deliver guest services anywhere on property
- Powerful workstations for POS systems and tablets for mobile applications
- Advanced suite of cloud-based CRM/customer experience (CX) solutions
- Comprehensive, cloud-based solutions for finance, human capital management, asset management, and enterprise performance management
- Industry-leading database, servers, storage systems, and cloud-based infrastructure and platform services