The key to revenue growth and improved guest experience for select-service hotels | Duetto

Sometimes, it’s the on-property general manager (GM), who already juggles countless responsibilities. Their expertise lies in operations and team leadership, not in analyzing market shifts hour by hour. Yet revenue management is added to their plate, adding complexity to an already full workload.

Other times, it shifts to cluster revenue managers overseeing multiple properties. Their challenge isn’t a lack of expertise, but a lack of bandwidth. Days are consumed by pushing price updates across a portfolio and manually tracking performance, leaving little capacity for higher-value activities like shaping strategy or spotting growth opportunities.

In both scenarios, the core issue is the same: manual tasks dominating the revenue management process. 

This pulls leaders away, reducing the time they can spend on core functions where they deliver the most value: setting direction for the property or portfolio, supporting their teams, and enhancing the guest experience.

Why manual work is a losing game

The typical day for a limited-service revenue leader is a reactive cycle of data collection and spreadsheet management. 

It starts with checking several systems: the property management system (PMS), the central reservation system (CRS), multiple OTAs; to see what bookings came in overnight. It continues with a rate-shopping spree, manually checking competitor prices and their own rates based on limited insight. This process isn’t only inefficient, but fundamentally flawed.

It impacts both the GM juggling revenue duties alongside everything else, and the cluster revenue manager, who faces the same problem multiplied across many hotels.

Manual processes create a time trap that leads to three critical problems:

• Delayed decisions: By the time the data is collected and acted upon, the opportunity may have passed. Competitor price drops, local events, or even last-minute booking surges can change demand within minutes.
• Inaccurate forecasting: Relying solely on historical data, on-the-books data, and gut feeling means missed revenue. A static view of past performance fails to account for real-time factors like booking pace, demand shifts, or even macroeconomic shifts.
• Human error: A single incorrect entry or missed update can cascade across all distribution channels, leading to costly rate disparities, lost bookings, or an inability to compete effectively.

The result? Missed revenue opportunities and little room left for strategy.

Automation: the digital revenue assistant

To free time and unlock potential, revenue leaders must embrace automation.

Automation doesn’t replace human expertise; it amplifies it. Think of it as a powerful co-pilot that frees decision makers from routine tasks so they can focus on strategy, leadership, and guest engagement.

This transforms revenue managers from data-entry specialists into strategists who analyze trends, uncover opportunities, and make proactive decisions that drive profitability and loyalty.

How automation works

This evolution comes through a revenue management system (RMS). The digital revenue assistant that handles the daily manual tasks with speed, accuracy, and efficiency at scale. 

An RMS:

• Solves the challenge of real-time data shifts

Automation ensures revenue managers react instantly, protecting them from lost opportunities. It constantly analyzes a massive volume of data, from booking pace and competitor rates to weather forecasts, to dynamically adjust rates in real-time. This level of precision is simply impossible for a human to maintain 24/7, especially across a portfolio of hotels or when juggling multiple roles.

• Solves the challenge of unreliable forecasting

Automation incorporates live data at scale, creating a reliable picture of future occupancy and revenue that leaders can trust to plan ahead. This allows them to be proactive with their strategy and to make informed decisions across their portfolio

• Solves the challenge of channel inconsistencies

Automation eliminates the risk of manual errors by syncing information across channels, including the PMS, the CRS, the booking engine (BE), and the channel manager (CM), ensuring that rate decisions are executed instantly and consistently across all online channels. 

By removing these pain points, an RMS gives revenue leaders the time to focus on strategy. 

The strategic power of the human touch

With an RMS handling the daily grind, leaders can shift to a more impactful role: the strategic architect and local expert.

For centralized revenue managers, this means:

• Shape long-term strategy by analyzing long-term portfolio-view trends, identifying and targeting new market segments, and seizing growth opportunities that were previously buried under spreadsheets.
• Scale with efficiency by managing a larger number of properties without sacrificing performance or proportionally adding headcount, making the business more scalable and efficient.

For on-property GMs, it creates space to:

• Foster a revenue-minded culture, where staff across departments understand how their interactions, from upselling at check-in to handling guest interactions, contribute to the hotel’s financial success.
• Create experiences that differentiate, moving beyond generic discounts to craft locally inspired packages and promotions that increase revenue while building stronger guest loyalty.

In both cases, the shift is profound: from reactive actions toward a proactive approach that drives profitability and elevates the guest experience. 

The ultimate payoff: Elevating the guest experience

Automation's greatest impact isn’t in the numbers, but in the people. 

By offloading tedious tasks, leaders can shift their focus to what truly matters: the guest. As the HSMAI Revenue Optimization Advisory Board highlights, guest expectations are one of the top challenges for hotels in 2025.

Automation makes this possible through:

• Personalization: With centralized and automated data, staff can recognize guests, anticipate their needs, and deliver tailored touches that turn a stay into a long-term relationship.
• Proactive service: With time freed from manual updates, teams can anticipate guest needs rather than just reacting to problems – whether that means offering flexibility after a long flight or simply checking in once the guest is settled.
• Loyalty-building: These personalized, proactive interactions are the cornerstone of guest loyalty. When guests feel recognized and valued, they are more likely to return, write positive reviews, and become brand advocates. 

A strong online reputation, in turn, boosts revenue by attracting new guests and allowing for higher pricing. Expedia Group research even shows that positive guest ratings influence booking decisions more than brand reputation alone.

In short, automation frees your team to implement these tactics effectively, elevating profitability and guest loyalty.

Driving select-service portfolio forward

Spreadsheet-based management simply can’t keep up. Manual processes drain time, limit growth, and prevent leaders from focusing on the priorities that truly drive performance.

The solution is automation. By eliminating repetitive tasks and delivering decisions at speed, automation unlocks the space for revenue leaders to lead strategically.

GameTime brings this to life. Purpose-built for limited- and select-service hotels, GameTime is an RMS designed for efficiency. It automates rate updates, reporting, and pricing strategies; taking repetitive work off the table and empowering leaders to step into their highest-value role: long-term strategy, profitability, and delivering memorable guest experiences.

The question is no longer if automation should play a role, but how quickly hotels will adopt it.