Clicking with guests

For accounting we use iSCALA and Materials Control for inventory management. These implementations follow Rezidor standards, which ensure proper integration across applications and enable consolidation of data at the corporate level.

Omari: We use a Property Management System (by Micros-Fidelio), POS (Micros-Fidelio), Food & Beverage (Micros-Fidelio), Back Office (Micros-Fidelio), HR & Payroll, Telephone Management, Door Lock Security (Ving Card), Internet Billing System, Pay TV, Engineering Management System and a Guest Service Center. Around 95% of our business operations are running on these systems, which integrate with each other.

Kamal: Systems that we have in place include OPERA, Micros POS and SUN. In terms of integration for example, our central reservations system is connected to our corporate servers, while our corporate mail server uses the Microsoft Exchange Server.

 

In addition, with the global ICT helpdesk connected with our operations offices in Bangkok and Singapore, this halves the time required for problem-solving, at the same time allowing for the exchange of information.
 

Story continues below

Kazem: In our property we use Microsoft Outlook as our email editor and always the latest version of PMS programmes to ensure better accuracy of our financial issues - these systems integrate well for the corporate level of business.

For example most of our sales team have PDAs or smart phones and any information saved in their devices is synchronized with their Outlook mail. All our receipts are designed based on the standards on what information it contains, there is no ambiguity understanding the invoices and receipts.

How do you handle the training of technical and non-technical staff?

Pinto: At Rezidor, we encourage training of IT managers in the form of regular professional technical courses and reference material. Training of non-technical staff is regularly done by the IT manager.

Radisson SAS hotels for example have the concept of "IT Concierge" which consists of mainly non-technical staff handling HSIA (high speed internet access) related guest queries. This area is now solely handled by IT concierge staff members that are very confident in handling guest requirements.

Omari: Training of technical staff is a very challenging job. We have a very short duration in which the new hire has to be trained in our system to be productive.

Retaining this trained staff member is another challenge as many factors affect retention - the downward cycle of the tourism industry being the most important one.

Kamal: Aside from on-the-job training, our human resources department - together with the training department - conducts a regular training schedule for various systems including front-office and guestroom systems such as OPERA, Micros POS, and operation of IP telephones. Training for internal operational systems includes Check EAM and TempTrack.

Kazem: Training technical team members is easier than training non-technical employees, especially in our field, but it always needs better preparation because you can expect tougher and in depth questions.

With technically minded people we know their level of knowledge so we can increase the base of information we deliver and starting from zero is not necessary.

What technology implementations have you got planned for the future?

Pinto: Our main focus at Rezidor is aimed at providing easy-to-use technology so as to enhance guest experience in the rooms. For example we plan to deploy multi-media panels that guests can plug their devices into. This will allow them to use their MP3 players using the room's sound system and view or watch downloaded images and movies on the room's TV.

We are also working with our HSIA partners in creating a whole new experience while accessing internet in the form of background music and other new exciting features. Mood Music is another technology we have been aggressively implementing at our properties.