You Won the Booking. Now What? | Operto
episode
The Accommodation Show - Hospitality Success Series!
34 min
1 speaker
8 chapters
transcribed 24 days ago
Transcript
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Transcript generated automatically by AI and may contain errors.
What is the introduction and who is the guest on this episode?
Well, hello everybody, and welcome back to another episode of the accommodation show. This week I'm joined by one of my friends, Kareem Harris from Aperto. Welcome to the show.
Hello, thanks Bart.
Calling in from Canada, what's the weather like?
We are just coming into summer, so the snow has melted and it's starting to get warm, so it's great.
Yeah, right. We're uh we're just approaching winter ourselves, so nice and chilly. Um, but uh it's not too bad uh being in Australia this side of the world. Uh Corine is from Operto. Operto is a technology solution that sort of looks after your business from when a guest um books to when they check out in a bit of post-checkout as well. So all those steps in b in between. between. So obviously a guest will make a booking, but then you need to look after them, you need to make sure they get into the property. You never make sure the property's clean.
What does Operto actually do from booking to checkout?
You need to communicate with them. So all those different steps. Um and Karina's been with Operto for quite a number of years. How many years?
Five years I've been with Operto now.
Time five. Five years. And um uh the great thing with Karine is she's got a a huge amount of experience in the technology, but also really talking to um people about their problems within their business, within you know how things actually work on the ground. So what we're gonna do today is we're gonna delve into uh some of those problems that you might be facing in your business, how you would solve them now in this day and age, and what's uh how you can make things better within your business, um, which uh I think is really important. Um hopefully, Karina, I've kind of summarized it well enough. Is there anything that I missed?
Uh no, I think that was a great summary. I guess the only other thing I can can add to that of that I have lots of experience talking to people about technology, but I also was a property manager. Uh so I have been the boots on the ground, the waking up at four o'clock in the morning, um, the doing all of that. So I think I apply a lot of that to this and to what kind of technology. So hopefully I can lend that to the conversation today as well.
And then so I take it when you were working as a property manager, you didn't have these sorts of solutions.
That's that's correct. I mean, started to get some of them prior to jumping out and joining the technology world of things, but that's correct. Like there's been a lot of really great tools that have come up since then. Um, yeah, so great for people to be able to have those.
Yeah, it's really interesting because I was um talking to a colleague of mine who's um setting up a business as a revenue manager consultant. Um it's kind of a new category of uh business that sort of popped up in the industry. I mean, it's not new, but it's solidifying itself, is that people really need help with revenue management.
Why is guest communication often pushed to the bottom of the priority list?
Um one of the things that that that he was saying was look, um, there's so many people that still haven't got their revenue management even sorted or don't even have dynamic pricing tools. And they say, this is crazy. How are you finding things on your end? So with Operto, of course, uh, you know, solving the problem of, you know, how do we communicate with our guests and how do we give them uh codes to get into the property and all this sort of thing? What what percentage of uh of hosts do you think just don't have any technology solution at all versus to to hey, it's all sorted and and w we know what we're doing?
No, it that's interesting. We've definitely seen, I'd say in the last year and a half to two years, a lot more property managers embracing technology. So there's not a lot out there anymore that have nothing. Um, but you know, to your point, in in that guest communication and getting a lot of that out, often that is what gets kind of put to the bottom of the list. Um, because they're like, we need to make more revenue. But the interesting thing is that if you're not taking care of the guest after they make the booking and until they check out, they might not return or you might not get good reviews, which can also reflect back on that.
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Chapters
8 chapters
1
What is the introduction and who is the guest on this episode?
0:12–1:07
2
What does Operto actually do from booking to checkout?
1:07–3:03
3
Why is guest communication often pushed to the bottom of the priority list?
3:03–8:24
4
How do you define the “middle of the journey” between booking and post‑checkout?
8:24–14:28
5
What is the biggest guest pain point: getting into the property?
14:28–26:06
6
How will AI impact hospitality staffing and training in the future?
26:06–28:43
7
What advice do you have for operators feeling overwhelmed by new tech?
28:43–33:24
8
What final advice should operators focus on to actually move the needle?
33:24–34:33
Speakers
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