The Role of Technology in Streamlining Hotel & Resort Operations

Pre-Check-In Data Acquisition
The front desk is where first impressions are made, and where delays can create frustration. By using pre-check-in software, we capture key guest data before arrival, from payment details to room preferences.

This preparation allows front desk teams to focus on welcoming guests, not paperwork. Shaving just 30 seconds off each check-in may seem minor, but across thousands of arrivals per year, the savings in time and labor are enormous.

Guest Communication Platforms
Once guests are on-site, communication is everything. That’s why BRH uses IVY, an SMS-based tool that connects directly with our systems. Guests receive a message as soon as they check in, and from there can use the platform to:

• Request extra items for their room.
• Confirm late check-out.
• Ask about hours of operation.
• Get quick answers without calling the front desk.

The result: guests feel supported in real time, while staff spend less time fielding calls and more time solving issues that truly need a human touch.

Mobile Key and Contactless Check-In
Mobile key technology allows guests to bypass the front desk entirely. By checking in on their phone and unlocking their room via app, guests enjoy convenience while resorts cut down on lobby congestion and staffing demands.

For operators, this means more flexibility in labor scheduling and fewer bottlenecks during peak arrival times.

Housekeeping and Maintenance Automation
Operational departments are some of the biggest beneficiaries of technology. Digital tools now allow:

• Automated housekeeping assignments based on real-time room status.
• Mobile maintenance requests that route instantly to engineers with priority levels attached.
• Predictive maintenance alerts for equipment like HVAC or elevators, reducing costly breakdowns.

This ensures teams spend less time tracking information and more time taking action.

Revenue and Inventory Optimization
Behind the scenes, revenue management systems (RMS) and property management systems (PMS) are getting smarter. These platforms streamline:

• Rate updates across OTAs, brand.com, and GDS in seconds.
• Room-type inventory distribution to avoid overbookings.
• Automated upsell prompts (e.g., room upgrades at booking or check-in).

Every operational minute saved here compounds across hundreds of transactions daily, while also maximizing revenue.

AI and Automation in the Call Center
Resort call centers are another major area of opportunity. At BRH, we are piloting AI tools that assist agents by gathering guest details before handing off to a representative. Future phases will include handling simple changes or full reservations autonomously.

This hybrid approach creates flexibility, reduces wait times, and frees up live agents to focus on higher-value conversations.

The Bottom Line
Technology doesn’t replace hospitality, it enables it. By streamlining processes like check-in, guest communication, housekeeping, and reservations, hotels and resorts can reduce labor costs while delivering a faster, smoother experience for guests.

At Brittain Resorts & Hotels, we see technology as a way to free our teams to do what they do best: creating memorable guest experiences. And as these tools evolve, the efficiencies will only compound, driving both guest satisfaction and profitability.