Third-party vendor management is a big part of IT support. No matter who your hotel’s IT support company is, they can’t have developed each and every technology you use, right? That’s why you need to work with other third parties.
It doesn’t matter whether it’s a property management software vendor, guest internet vendor, or someone else. You will have to rely on a third-party vendor for your technology in one way or another. Your primary concern should be in how well they’re being managed.
Your IT support should be handling that for you.
The Importance Of Vendor Management In IT Support For Hotels
As a member of the hospitality industry, you have to work with a lot of different vendors:
- Internet providers that offer enterprise services for the business side, and consumer-focused services for your guests, such as Single Digits
- Phone systems to keep your staff and guests connected, provided by vendors like Mitel
- Guest TV for in-room entertainment, provided by vendors like Enseo
- Door Locks that are secure and easy for guests to use, provided by vendors like Dormakaba
- HVAC maintenance services to keep your rooms climate-controlled according to guest preferences
- Property Management Systems that help you manage bookings, provided by vendors like OPERA
- Security Cameras to keep an eye on your premises
Given how many vendors you work with, you can’t be expected to manage them all on your own. Your IT support should make use of every industry connection they have in communicating with third-party vendors on your behalf.
Vendor Management Best Practices For Your IT Support
If you’re unsure about how well your IT support is managing your vendors, find out if they have a plan or strategy in place. Any effective vendor management plan should include the following:
- Assign Duties
Clear roles and responsibilities must be established for those in your organization. Dictate who will obtain documents from vendors, track vendor performance, and handle any other liaison tasks.
- Due Diligence
Your vendors need to be held to task – assess their risks, find out if they are audited by third parties on a regular basis, etc.
Track and request any and all vendor reporting that you feel you should be in possession of for your own edification.
- Maintain Expectations
Management doesn’t just mean setting expectations at the start. Monitor your vendors, track performance, and meet with them on an ongoing basis to talk about how they may be falling short, and how they’ll make up for it.
- Consider All Eventualities
Do you know what would happen if your vendor decided to end your business relationship? What about vice versa? Make sure you have a plan in place so that you’re not caught unprepared.
Vendor management isn’t something you can just let slide. Third-parties involved with your business are a part of your supply chain – how they perform affects how you perform. If you truly have your success in mind, you need to manage your third parties effectively – or your IT support should be doing it for you.