Clicking with guests

We should also retain our trained and skilled manpower and continue checking and testing the backups.

Kamal: The IT department is probably one of the busiest in hotels! Aside from having to provide IT solutions for guests, we also have to assist in managing operations for back-of-house areas.

In order to ease the manpower strain, we implemented a STAR programme, whereby specially selected service associates - usually from reception or guest service centre - are groomed and trained in basic IT knowledge so that they may assist guests directly, thereby cutting down IT response time.

Kazem: Teamwork is the key to success in all departments and getting this right will provide better understanding and better communication between team members.

What percentage of your bookings come from online sources? What are you doing to increase this?

Pinto: 21% comes through our online booking system.
 

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Omari: The online reservation share is 0.88% year-to-date. To increase the percentage we are planning to implement the two way interface between our PMS and the online reservation system and increase the package promotion over our website.

Kamal: At least a quarter of our bookings are from online sources. We are constantly exploring partnerships with new and existing online booking engines and agents. In addition, our new corporate website is currently being developed and we hope to launch it by the end of this year.

Kazem: The booking percentage from online sources is 4.6%. To increase it, we are trying to convince the website visitors about the high level of security which we deliver by protecting personal data. Notifications are visible in a very clear way throughout the booking process.

What do you see as the next big thing for IT in the hospitality industry?

Pinto: Web based technologies like Web 2.0 will be the next big thing for IT in hospitality. Blogs and social networking sites are already making a big impact on hotels in the form of guest feedback and hiring staff for example.

Such new technologies bring with it tremendous opportunities but also carry risks. Managing risks will be a key factor in successfully adapting to the technology of the future.

Omari: Micros Fidelio Kiosk machines, which are used for self check-in and are integrated with PMS. The guest can check-in alone without any assistance from the front office agents.

Kamal: The next big thing will be software improvements and enhancements to existing products. I believe the humble television will evolve into more than just an entertainment box. With videoconferencing becoming more popular, we have to consider the future possibility of VOIP-integrated televisions, replacing the telephone.

Kazem: Guestware recognition programmes that collect and store guest preferences is the next big thing as we see it. This clever software enable us to provide a better more personalised service to our guests no matter which of our hotels they stay in.