How to switch to a new online booking and reservation system 

Onboarding challenges when switching to a new online booking system 

When you’re preparing to invest in new online booking and reservation system it’s important to identify the potential challenges and how you can prepare to mitigate them. 

Here are some of the most common challenges faced by hospitality businesses adopting a new booking system: 

Training staff  

Your teams might be used to another system and the lack of familiarity with the new system can make things seem slower at first. If you’ve upgraded, maybe there are a whole load of new features for your teams to learn that you didn’t have before, such as queue management, table layout software or enquiry management. Sometimes teams that are used to certain way of doing things can be resistant to change and reluctant to learn the new technology.

Training and support are very important. Showing your teams, the benefit to them of using the new system can help – for instance, how much time they will save answering enquiries online instead of over the phone. You should ask your potential new supplier about the support and training materials they offer to help with the onboarding process. You should also collect feedback from your teams after implementation so you can identify areas for further support and help your teams make the most of the new technology.  

Speed of implementation 

Speed of implementation can be a critical challenge when it comes to switching to a new online booking and reservation system. Integrating the new system with existing databases can be complex and time consuming. Businesses should ensure that their chosen new system is compatible with their existing databases and systems before implementation.  

Even with forward planning, unforeseen technical issues during implementation can slow things down and can be frustrating for your teams to deal with. You should be confident of the support provided by your supplier and work closely with them to address technical issues promptly and efficiently to minimise impact on your business.  

Downtime during the transition 

Downtime during the transition to a new online booking and reservation system can be a significant challenge for hospitality businesses. Loss of reservations and data during the transition can lead to confusion and frustration for both staff and customers. It’s very important that you work with your chosen supplier to gain a realistic time that implementation will take so you can prepare a backup system to maintain operations during any downtime.  

By anticipating and addressing these challenges during the onboarding process, hospitality businesses can ensure a successful transition to their new online booking system. 

Common concerns: What should be considered when choosing a new online booking system? 

Here are some of the things you should consider when choosing a new online booking system:  

1. Losing historical/existing data 

If you’re switching from one system to a new one, then you want to make sure all your historical booking and customer data is safely transferred to the new system. You’ll need to discuss with your provider how robust their data migration capabilities are ahead of the switch, including what tools and processes are needed to securely transfer data and recovery options for any data loss during the transition. 

2. Integration with other systems

An important consideration when choosing an online booking system is how it will integrate with your other operational systems, such as your EPoS, CRM or loyalty platforms. Your chosen provider will be able to discuss the integration capabilities of the booking system ahead of time and enquire about developing integrations with new software in the future.  

3. Buy-in from stakeholders

Another important consideration when choosing a new online booking system is buy-in from stakeholders. This can include owners, managers, and other key decision-makers who will be impacted by the transition.

To mitigate this concern, it's important to involve stakeholders in the decision-making process, and to clearly communicate the benefits of the new system and how it will improve operations and customer experience. It's also important to provide ample training and support to stakeholders during the transition, to ensure that they are comfortable and confident with the new system. 

4. Understanding costs

It’s also important to consider the costs associated with switching to a new online booking system. This can include upfront costs for the system itself, ongoing maintenance and support fees, and any additional costs for integrations or customisation. It’s important to understand the pricing model for the system you are considering and what aligns with your budget.  

Read more about the cost of online reservation systems.  

Summary 

In summary, hospitality business operators need to consider several factors when switching to a new online booking and reservation system, including data migration, system integration, implementation speed, stakeholder buy-in, staff training, and pricing models. These concerns can be mitigated by selecting software that can integrate with existing systems, providing training for staff, and understanding the pricing models.  

Access Collins, as a trusted hospitality booking system supplier, can help with the transition by providing a seamless implementation process, ensuring data accuracy during the transition, and offering ongoing support to help operators maximise the benefits of the new system. A new booking system can enhance the customer experience, increase operational efficiency, and drive revenue, and Access Collins can help make this transition a success.