Back
When was the last time you stayed at a hotel and never once thought about your payment? No fumbling for cards at the bar, no confusion over spa charges, no “we just need your card again” at checkout. That’s the experience today’s guests expect and it’s the gold standard we’re all striving for.
The customer payment journey isn’t just a transaction anymore. It’s an end-to-end process that follows your guest from reservation to post-stay. One payment, effortlessly tied to every touchpoint, whether it’s mobile check-in, dinner at the restaurant, or booking a tee time. Simplicity. Security. Flexibility. That’s what your guests are asking for.
But are you ready to deliver it?
The make-or-break factor in guest experience
Consider how many departments handle your guests’ payment data today. Front desk, F&B, spa, golf… and how many different systems are behind those touchpoints? In too many hotels, payments are still fragmented, with one provider for the restaurant, another for the front desk, and yet another for ancillary services.
The result?
- Guests are getting billing surprises
- Staff battling reconciliation nightmares, often manually
- A guest experience that feels anything but smooth
Integration isn’t just a nice-to-have anymore. It’s a guest experience necessity. When PMS and payments are fully integrated, you eliminate friction. Your guest checks in on their phone, orders a cocktail poolside via QR code, books a massage through your app, and it all ties back to one tokenized payment. No signatures. No duplicate card requests. No hold-ups.
The innovation driving hospitality forward
So where’s the innovation happening? Everywhere.
- Mobile check-in and check-out
- QR code-based ordering and payments in F&B
- Tokenized pre- and post-stay billing
- Wearables and digital wallets for payment and validation
In fact, in parts of Asia-Pacific and North America, these are quickly becoming the norm. But across parts of Europe and the UK? Guests are still required to present a physical card for room service. That’s a disconnect you can’t afford to ignore, especially if you’re operating globally.
The key is understanding regional nuances. Local wallets like WeChat Pay, Alipay, or Twint aren’t optional in specific markets; they’re expected. And without partnering with local acquirers, you risk disappointing the very guests you’re trying to delight.
Building the frictionless future
What does the future of hospitality payments look like?
Imagine a single authentication and payment token that travels with your guest across every activity. Validation occurs on their smartwatch, mobile device, or room key. There’s no paper, no signatures, no confusion, just a clean, cashless experience similar to what cruise operators have perfected.
It’s about giving guests control, convenience, and zero friction, at every touchpoint.
Leading through change
The difference between tech leaders and laggards comes down to one thing: attitude to change.
Tech leaders aren’t afraid to disrupt the status quo. They embrace cloud technology, experiment with ROI-driven innovation, and prioritise systems that integrate without issue.
Laggards, on the other hand, cling to legacy systems and manual processes. Death by Excel is all too real.
If you’re a GM or ops leader, your opportunity is to collaborate closely with tech and finance teams. Let go of outdated habits and trust in the efficiencies that modern, integrated systems bring, not just for your teams but for every guest who walks through your doors.
The bottom line
The modern guest doesn’t want to think about payments. They want the freedom to enjoy their stay, knowing that every transaction from booking to checkout and beyond is effortless.
Your job is to make that happen.
It starts by embracing integrated, cloud-based solutions without fear. The tools are here. The demand is here. The question is: are you ready to deliver the payment journey your guests deserve?
Stay in English