Going Mobile - Cultivating Your Hotel's Digital Ecosystem
By Scott Watson Chief Sales & Marketing Officer, M3 Accounting + Analytics | December 27, 2015
For over 20 years, hoteliers have practiced the leadership technique of MBWA (Management by Walking Around) to facilitate open, timely communication with associates and guests. With the advent of mobile technology and a flood of new ways to communicate, leadership becomes more challenging than ever in an always-on, always-connected workplace.
How does a hospitality professional lead a team in a digital world while holding true to the core competencies that make for a great hotelier? It's a challenge that must be met with balance, but there are many distinct advantages to leveraging mobile technology to make running a hotel easier.
More than 20 years ago, management consultants Tom Peters and Robert Waterman coined the acronym MBWA [Management by Wandering (or Walking) Around] in their book, In Search of Excellence: Lessons from America's Best-Run Companies. Today, the daily practice of MBWA is alive and well for most hotel managers, greeting guests and dealing with service challenges, while mentoring associates and maintaining a positive front-of-house presence to facilitate open, timely communication. It's a system that has served the industry well.
With the advent of the Digital Age and mobile technology, the tradition of MBWA has seen a shift to managing on mobile by walking, standing or even sleeping (as overly connected general managers can attest!). The pressure and expectation of immediate access to operational data in real-time causes many hoteliers to keep their fingers on the keys, no matter where they go.
Being tied to a mobile device has become as normal as keeping a pen and notepad in your pocket years ago. In many instances, face-to-face contact with employees has been replaced by emails, conference calls and text messages, while end-of-day reporting has been supplanted by tidy flash reports that are instantly available via email after rolling out of bed in the morning. The new world of business is constantly connected and often overwhelming.
So how does a hospitality professional lead a team in a digital world while still holding true to the core competencies that make for a great hotelier? While the pressure of being "always on" is a new work challenge that must be met with deliberate balance, there are many distinct advantages to leveraging mobile technology in order to improve operating efficiencies, enhance workplace communications and make running a hotel easier. Here are some points to consider as you cultivate your hotel's digital ecosystem: