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The Hospitality Industry is Booming, So Why are Hotels in Trouble?

How your hotel can automate its processes and improve front desk productivity. 

Earlier this month, an article titled “Thriving Hotel Industry Scrambles for Workers” was featured in The New York Times and shed a light on a troubling trend in the hospitality industry.

According to the article, more than 2,270 new hotels have been added to the American Hotel and Lodging Association over the past few years, bringing the total number of properties in the United States up to nearly 55,900.

Seems like good news, right?

Yes, and no.

It’s true that the hospitality industry is booming, but they’re missing a key element required to keep the hotels running.

The staff.

While the addition of so many new hotels should be an exciting thing, hotels are simply unable to keep up with their own growth. Because of this, hotels have failed to employ the staffing needed to handle day-to-day functions.

What does this mean for the hospitality industry?

According to The New York Times article, “hotel guests may find that things are not running as smoothly as they may like.” They also noted that this labor shortage could mean long lines at the front desk, and overall unhappy customers.

Not ideal for an industry aimed at creating exceptional experiences for their guests.

The New York Times article also cited a Reddit member who is currently managing the front desk of an understaffed hotel. She expressed frustration at the lack of employees at this particular hotel and stated that she felt forced into picking up extra hours because of the shortage. She even went so far as to write that if things didn’t improve soon, she herself may quit.

This frustration is not uncommon among front desk staff, and it’s something that guests notice. Although they do their best to keep up with the work, the increase in travelers has become too much for one person to handle. Hotels may be at risk of losing the remaining staff they have if they don’t make a change.

Luckily, the labor shortage doesn’t have to impact your hotel. Sertifi can help alleviate the pain of your overstretched staff.

While Sertifi’s solution doesn’t replace your employees, it does make their jobs (and lives) easier, automates previously labor-intensive processes, and gives your guests an overall smoother experience.

By reducing the time spent on tedious tasks such as scanning faxes, inputting credit card information and reservation details into your PMS, and tracking down customers via phone or email to collect payments, you’re allowing your staff to increase their productivity.

Now, more than ever, is the time to automate your processes and rid yourself of old fashioned paper constraints. With Sertifi, you can get back to your guests and working to give them the best experience.


Sertifi offers an Agreement Platform specifically for hotels who need a more efficient and secure way to manage business. From reserving rooms, to booking events and catering, we simplify how hotels collect agreements and payments by bringing it all into one secure platform.

Hotels can utilize our complete agreement toolbox including, eSignatures, ePayments, eAuthorizations, and eConfirmations.

eSignatures provide hotels with a tool to send and collect signed agreements electronically, anywhere, anytime, and from any device. The elimination of paper contracts and manual processes helps reduce operational costs and creates a shorter sales cycle. With eSignatures, your staff will have more time for genuine productivity.

ePayments are a secure and compliant way for hotels to capture guest payments in our easy-to-use portal. Your staff can expect a streamlined process, close deals faster, and stop chasing delayed or missed payments.

eAuthorizations allow your staff to send and receive digital credit card authorizations within minutes. They’re collected in a secure and PCI compliant manner and tokenized for future billing needs. Hotels not only enhance their PCI compliance, but can help to defend themselves against chargebacks.

eConfirmations act as the link between travel agencies and hotels. When a travel agent books a room with your hotel, the reservation details are pushed directly into your hotel’s PMS for easy access. If a Virtual Card is being used, this can be sent simultaneously for a completely automated experience and ensures a smooth check-in for guests upon arrival.

Let Sertifi do the heavy lifting so you can get back to what matters most – your guests. If your hotel is feeling the pressure of a tight job market, Sertifi can help.

For example, with budget season upon us, be sure check out 5 Factors to Consider During Hotel Budget Season, and see what your hotel can do to prepare.

Do you want to learn more about the Sertifi Agreement Platform?