PART 1 The integration of IT into daily hotel operations: Using technology as one aspect of managing staff Lukas Ritzel Pr...
Lukas Ritzel, Swiss, management <ul><li>Professional Details:  Mr. Lukas Ritzel currently is Manager ICT with  DCT Interna...
From Web1 to 2 The YOU area
Web1.O
 
 
 
The Impact of Consumer Generated Media (CGM)
Campton Place Hotel:  hotel class 5 stars <ul><li>AAA  4 diamonds (out of 5) </li></ul><ul><li>Fodors.com:    3.2 stars  (...
% <ul><li>59 </li></ul><ul><li>57 </li></ul><ul><li>19 </li></ul>
 
 
 
 
 
 
Should your Hotel subsribe to such a RSS / CGM review feed – YES but...
 
To repeat: history/ transition <ul><li>Web1.0 </li></ul><ul><ul><li>The WWW as we knew it, email, google and your website ...
What does that all mean? <ul><li>The days of old fashion advertisment is gone </li></ul><ul><li>The concept of static info...
The eWay Samples of innovative eWays from various Hotels and Hotel chains
Pre Arrival Check in
e  Concierge
 
Virtual Concierge
 
Another Mashup Philips and Concierge.com & more
e  Folio
e  Breaks
 
Customer Differentiation <ul><li>In hospitality today, where your only communication with your customers will often occur ...
A Crash Course on  e CRM   <ul><li>Know Your Customer </li></ul><ul><li>Customer Service  </li></ul><ul><li>Personalizatio...
Question, did your hotel imply some innovative ICT solutions?
Competencies in HR How to use the talent of your workforce
.. And who is your workforce? <ul><li>“ Silent” Generation  (born 1930-1945) </li></ul><ul><ul><li>Born with the military ...
Efficient competencies management
Competencies Management The single most important resources management challenge in our knowledge-based, internet driven e...
Questions that HRM should be able to answer – traditional HR cannot! <ul><li>What  positions  do we have in the organizati...
Process Steps Competency Dictionary Step 1 Position Requirements Step 2 Competency Evaluation Step 3 Gap Analysis Step 4
Competency Dictionary <ul><li>Objectives </li></ul><ul><ul><li>Identify and define all the behavioral, functional and tech...
Sample of Competency Dictionary
Follow up part 2 in second presentation Lukas Ritzel [email_address] www.prasena.com
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Intergration Of Ict in Hotel and tourism Part 1

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The integration of IT into daily hotel operations: Using technology as one aspect of managing staff by Lukas Ritzel Prasena

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Intergration Of Ict in Hotel and tourism Part 1

  1. 1. PART 1 The integration of IT into daily hotel operations: Using technology as one aspect of managing staff Lukas Ritzel Prasena
  2. 2. Lukas Ritzel, Swiss, management <ul><li>Professional Details: Mr. Lukas Ritzel currently is Manager ICT with DCT International Hotel & Business Management School , responsible for all virtual and collaborative technologies on campus, as well as faculty lecturing on different management topics.   </li></ul><ul><li>Mr. Ritzel has been in international management since over 20 years, has done workshops and presentations in 40++ countries in 4++ languages. </li></ul><ul><li>Further ; Mr. Ritzel is Cofounder of Change Management consulting company Prasena (www.prasena.com), his company got in 2004 the Purple Cow award of companies who &quot;make a difference&quot; from the FAST company. </li></ul><ul><li>Mr. Ritzel has been working for Accor Asia Pacific as a consultant to the group in the innovative usage of technologies for all their Asia Rim </li></ul><ul><li>Mr. Ritzel is a specialist in Creativity, eLearning, Management of Change, Learning Organizations and Knowledge management . His own teaching site is at http://www.dct.ch/ict/dct.htm. </li></ul><ul><li>Mr. Ritzel is Switzerland chapter President of the Digital Workforce Education Society (www.digibridge.org). </li></ul><ul><li>Mr. Ritzel has been speaker (in real as well as virtual) at many international conferences, some of his best presentations can be seen at Prasena's Virtual_U (http://www.prasena.com/public/virtual_u.html). Google &quot;Lukas Ritzel&quot; for more digital footprints. </li></ul><ul><li>Online CV available at http://www.prasena.com/public/cvlor.htm </li></ul>
  3. 3. From Web1 to 2 The YOU area
  4. 4. Web1.O
  5. 8. The Impact of Consumer Generated Media (CGM)
  6. 9. Campton Place Hotel:  hotel class 5 stars <ul><li>AAA  4 diamonds (out of 5) </li></ul><ul><li>Fodors.com:    3.2 stars  (out of 5) </li></ul><ul><li>Frommers.com   2 stars  (out of 3) </li></ul><ul><li>Expedia:    4 ½ stars (out of 5) </li></ul><ul><li>Trip Advisor:    4 stars  (out of 5) </li></ul><ul><li>Orbitz:    5 stars  (out of 5) </li></ul>
  7. 10. % <ul><li>59 </li></ul><ul><li>57 </li></ul><ul><li>19 </li></ul>
  8. 17. Should your Hotel subsribe to such a RSS / CGM review feed – YES but...
  9. 19. To repeat: history/ transition <ul><li>Web1.0 </li></ul><ul><ul><li>The WWW as we knew it, email, google and your website </li></ul></ul><ul><li>Web2.0 </li></ul><ul><ul><li>Social feedback – everybody is part </li></ul></ul><ul><ul><li>The inclusion and merging of multimedia content </li></ul></ul><ul><ul><li>Mashup google earth and video </li></ul></ul><ul><ul><li>Push technologies like RSS </li></ul></ul>
  10. 20. What does that all mean? <ul><li>The days of old fashion advertisment is gone </li></ul><ul><li>The concept of static information , books, brochures, articles, even images and simple websites has to be revised </li></ul><ul><li>All such is transferred into kind of interactive knowledge flow. The user chooses himself what he wants to know about any product </li></ul><ul><li>Advertisment becomes information, comparison, experience </li></ul>
  11. 21. The eWay Samples of innovative eWays from various Hotels and Hotel chains
  12. 22. Pre Arrival Check in
  13. 23. e Concierge
  14. 25. Virtual Concierge
  15. 27. Another Mashup Philips and Concierge.com & more
  16. 28. e Folio
  17. 29. e Breaks
  18. 31. Customer Differentiation <ul><li>In hospitality today, where your only communication with your customers will often occur over the Internet, it is more important than ever to have a robust e CRM strategy. Learn how to establish mutually beneficial interactive relationships with your customers. </li></ul>
  19. 32. A Crash Course on e CRM <ul><li>Know Your Customer </li></ul><ul><li>Customer Service </li></ul><ul><li>Personalization </li></ul><ul><li>More Efficient Marketing </li></ul><ul><li>Build Customer Loyalty </li></ul>
  20. 33. Question, did your hotel imply some innovative ICT solutions?
  21. 34. Competencies in HR How to use the talent of your workforce
  22. 35. .. And who is your workforce? <ul><li>“ Silent” Generation (born 1930-1945) </li></ul><ul><ul><li>Born with the military technologies that were to lead to analog, digital and virtual technologies </li></ul></ul><ul><li>“ Baby-Boom” Generation (born 1945-1960) </li></ul><ul><ul><li>Born with the analog and astronautic technologies </li></ul></ul><ul><li>Generation “X” ( born 1960-1975) </li></ul><ul><ul><li>Born among analog technologies (telephone, TV), witnessed and participated in the development of digital technologies </li></ul></ul><ul><li>Generation “Y” (born 1975-1990) </li></ul><ul><ul><li>Born with the first generation of digital technologies, witnessed and participated in the development of networked technologies </li></ul></ul><ul><li>… and soon , Generation “e” (born 1990-2005) </li></ul><ul><ul><li>Born in the midst of new technologies </li></ul></ul>
  23. 36. Efficient competencies management
  24. 37. Competencies Management The single most important resources management challenge in our knowledge-based, internet driven economy
  25. 38. Questions that HRM should be able to answer – traditional HR cannot! <ul><li>What positions do we have in the organization chart, and for what purpose? </li></ul><ul><li>How do these positions relate to each other and what is their relative importance ? </li></ul><ul><li>What is each individual employee capable of , and how does it help the organization? </li></ul><ul><li>When and how should we restructure the organization over time? </li></ul><ul><li>Who should we recruit to fulfill tomorrow’s needs, and how? </li></ul><ul><li>How should we develop each of our individual employees over time? </li></ul>
  26. 39. Process Steps Competency Dictionary Step 1 Position Requirements Step 2 Competency Evaluation Step 3 Gap Analysis Step 4
  27. 40. Competency Dictionary <ul><li>Objectives </li></ul><ul><ul><li>Identify and define all the behavioral, functional and technical competencies required for the organization to maintain its unique corporate culture and its competitiveness over time </li></ul></ul><ul><li>Processes </li></ul><ul><ul><li>Through working session with corporate leadership </li></ul></ul><ul><ul><li>Identify the main competencies that are required for the organization to remain unique and competitive </li></ul></ul><ul><ul><li>Classify these competencies in relevant clusters </li></ul></ul><ul><ul><li>Define each competency, and develop a five-level evaluation scale to facilitate evaluations </li></ul></ul><ul><ul><li>Produce the Dictionary </li></ul></ul>Competency Dictionary Step 1
  28. 41. Sample of Competency Dictionary
  29. 42. Follow up part 2 in second presentation Lukas Ritzel [email_address] www.prasena.com

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