Clicking with guests

What future trends do you see emerging in the industry? What are you doing to stay on top of these trends?

Pinto: Based on current trends, our hotels are seeing increasing usage of online bookings and this is expected to grow significantly in the future. By the end of the year, inventory of all our hotels rooms will be accessible real-time for online bookings.

We also foresee huge growth in the demand for bandwidth and an increase in applications running over IP based networks. Guests will want to go beyond merely checking emails, they will want to download music and movies from the internet.

They will require full access to their digital life in the hotel room. While we offer HSIA free of charge we still provide a high level of service ensuring fast, hassle free and secure connection to the internet. We constantly upgrade our bandwidth keeping in mind the increasing demand.

Omari: The future is in secured wireless communications, ease-of-use of secured web based products and information at fingertips. I regularly attend conferences and participate in networking events to keep myself updated with the latest in the industry. Also I attend training that allows me to implement the technology more efficiently.

Kamal: If you compare the Middle East to other parts of the world, we are lacking behind in our technological implementations. Hotels in Japan for example, have already fully embraced the concept of automated rooms with even bathroom facilities being automatic such that the guest hardly needs to do anything, except press a few buttons.
 

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The reason why we are slow to pick up these existing technologies is due largely to the lack of local vendors and equipment suppliers, not to mention the high cost, maintenance and servicing involved with their installation.

In order to remain competitive, trends that are already in existence in other countries will eventually be adopted here. Hotels that do not innovate to keep up with the times, especially hotels that have been established here in this region for some time, will be left behind.

However, we also need to bear in mind that technology introduced to guestrooms needs to be guest-friendly and not too complicated.

Kazem: The future is putting control of the room's functions in the hands of the guest through IT. This would allow the guest to control everything including lighting, AC and IPTV.

There are lots of new "gadgets" available on the market, but what gadgets have you seen that really impress you?

Pinto: Microsoft's "surface" seem to be interesting, although one is yet to see the real benefits. [But] this device seems to hold a lot of promise.

Omari: IP telephony and IPTV are pretty impressive.

Kamal: Aside from the ones already mentioned, I'm really impressed by the new line-up of IP telephones which will allow for a full integration of all room controls.

Kazem: The gadget which was really impressive is the new Micros Fidelio system called OPERA; it is a bundled software, hardware and services solution that provides a straightforward, easy-to-understand approach with simple concepts. Included are all of the essential PMS functions, including front desk, housekeeping, cashiering and end-of-day processing.

OPERA also features reservation blocking capabilities, a central dashboard, top industry standard reports, plug-and-play standard property level interface options and internet bookings either through GDS or the hotel's website.

What could be done to make your department run more smoothly?

Omari: [We should] increase knowledge and exchange information between the IT team at corporate level; help the property's staff when they need help; and tasks should be done on time with professionalism.