DUBAI SINGAPORE INFORMATION TECHNOLOGY IN STAR HOTELS Group 9
Environment Transportation vendor Airline industry Electronic industry Health Care Guest Hotel Staff Marketing companies Travel Agent Suppliers
CHALLENGES Recession : Luxury Hotels ,Leisure ,Entertainment and Tourism industry are the most affected during recession. Problems: Drastic fall in Occupancy rate . Shorter stay. Under utilized assets/facilities. Challenges : How to bring customers to my hotel ? How to budget the various departments and track them? How to make people spend more in my hotel? What quantity of goods/stock I should hold in my stores? How to cut down on Day to Day Operational Expenses and increase Operating Efficiency? HOW CAN IT ADDRESS THESE ISSUES ?
ECOSYSTEM OPERATION & FACILITIES SUPPLY CHAIN BACK OFFICE GUEST CARE FRONT OFFICE Functions:
In room Technology
Customised Room service
Booking of Facilities
Accounting and Finance
Check in /Check out Payments
Guest Data Management
CRM / ERP (Integrating the Different Function Modules) IT Infrastucture / Database
HOW TO BRING CUSTOMERS TO MY HOTEL ?
FRONT OFFICE IT helps to gather Real Time Information Why people travel ? - Business - Holidays / Special Events. Business Intelligence Software : Corporate Relations :(B2B)
Identify and collect information of top 100 – 200 MNCs/Organizations present in your city and feed the details in the customer database .
S/W will e-mail (broadcast) the corporate HR about the
IT infrastructure in your hotel .
Establish a long term relationship with them at discounted price.
Automatic news /event update:
Notifies the important events to occur in the city in advance.
Based on which the hotel can decide to advertise in the
corresponding event website to take initiative ahead of competitors.
FRONT OFFICE Online Booking through Web Application : Back End : Database maintained by Back Office. Features : Facilities and Experience offered. Hotel occupancy rate. Selection of rooms according to their budget /purpose of visit. Benefits : Reduction of Intermediaries : Guests : No speculative prices being charged by the travel agents. Hotels : Save on the Commission paid to travel agents. Economical source of advertisement during recession. Source of income by posting the ads of local travel agents and entertainment (theme parks, theatres, shopping malls) Get information about the guests before their arrival and provide suitable service.
HOW TO BUDGET THE VARIOUS DEPARTMENTS?
BACK OFFICE Impact of IT : Ease of Accounting /Decision Making Budget Planning and Tracking Module : - Special Data Analytic tools to analyse the past trends and provide budget and advisory for the various departments accordingly. - Track the usage of funds over a period of time. Space /Asset Management :Identify unutilized asset/space and generate Revenue through short term lease to any outlets. Billing/Invoicing Module: Effective and quick flow of information from various departments. Less chances to miss any service availed by the customer and accurate billing. Better Co-ordination amongst the Departments: Data mining /Analytic Tools : Results from the Guest Information database can be used to mail the previous guests about the promotion offers and provide the customers with the best service suitable to them.
HOW TO MAKE GUESTS SPEND MORE IN MY HOTEL FACILITIES?
GUEST CARE : IN ROOM TECHNOLOGYHOTEL FACILITY TV CHANNEL HOTEL TV
Exclusive Hotel TV channels : Default TV channel Integration : All Promotion Offers advertised in TV. Ability to select different language: - Integration of selected area CCTV with Television.
Information about the facilities of Hotel,Operating hours .
Voice based response system /Virtual Tour.
Real TimeTraffic Rate.
Book facilities online.
Video on Demand.
Online Casino games.
Online Menu :Ordering of food/drinks.
Allows guest to connect their devices with that provided by the hotel.
Hotel revenue from the facility increases.
- Revenue from local shopping malls/theme parks/travel agents through advertisements in the Television.
HOW TO CUT COST ?
OPERATIONS MANAGEMENT Utility Consumption Application in the Package : Features: Statistics of Power Consumption in various areas of hotel. - Smart Lighting system . - Remote on /Off Lighting and Air conditioner. Statistics of Water Consumption:
Automated water taps.
Human Resource Planning Application:
Optimal number of room service person to be employed to each
department depending on the occupancy rate of the hotel. - Shift allocation for the employees of the hotel. Security/Vigilance: For close monitoring of operations and safety -More Organized Room service / House Keeping to do lists. - Schedule Tasks
SUPPLY CHAIN MANAGEMENT Vendor Management Module: Linear Programming Techniques Incorporated: Constraints : Consumption Pattern over a period of time (Information obtained from Restaurant billing /Utilities Billing) Optimal Quantity of Stock to be purchased at what price. Integrating suppliers of Hotels: Notifying the suppliers about the Food items/consumable goods Better Quality control techniques by doing IQA/EQA in the system. Ease to get ISO certification. e – Dynamic Pricing Benefits : Integrating Stock auditing /Statistics : Auditing of all the goods moving in and out of the hotel. Reduces waste of food and stock. Ware –house/ Inventory store Transportation & logistics Conventional Supply Chain flow for Hotel industry Auditing
Suppliers Digital Architecture Group Analysis Hospitality Purchasing & Supply Chain Customer Service In room Services Sales & Marketing Front Desk Accounting & Finance Operations Control Central Reservations Leisure SPA’s Field Sales House Keeping & BMS Golf & Membership Conference & banqueting