They are the people everybody has on speed dial for those technical emergencies, so Hotelier gave five Abu Dhabi-based hotel IT managers their chance to speak out at this month’s roundtable debate hosted at Choices restaurant at the Yas Island Rotana Resort, Abu Dhabi

How has the IT manager’s role developed with advancements in technology?

Hakam Sourani: It’s totally different to 10 years ago. Now IT is so important to guest services. IT was a back-of-house job, just one guy making sure that the administration system worked, but now it has come to the front of house. For example, a decade ago you wouldn’t find an IT guy in the rooms interacting with guests.

Roger Tabbal: Nowadays everything is IT based; from audio-visual (AV) systems and equipment to Internet Protocol television (IPTV) and management control systems. The IT role is becoming more diverse.

Manoj Bhatnagar: Until today IT has been an expense department, but it should not be seen as an expense. Technology is an investment. The more you invest in technology, the better results and better revenue you achieve.

Mohad Nasim: I agree. Some owners ask ‘why do we have to spend on technology?’ They need to change that psychology. It is no longer just an expense; they will see a return on investment. IT that is implemented now will affect the future — it has to be right so you won’t have to change it.

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How can hotels boost revenue through their IT departments?

HS: IT departments generate a lot of money from IPTV, internet charges and equipment rental, such as AV. Without the right IT an event cannot happen, but there is not a document that says IT has generated ‘such an amount’ of revenue. These profits are not taken into consideration when a member of the IT department is refused US $100 to go to an industry event because you are only considered as an expense department, whereas the reality is to the contrary. I see a lot of events generate enough revenue to justify sending my entire team to Las Vegas for a vacation, but on paper we’re looked at only as an expense. It’s time for finance directors to look at the IT department with an open mind and prioritise investment in this area.

MN: If finance directors audit revenue from IT they will see that it is one of the best revenue-generating departments.

Why does the finance team view IT as a non-profit department?

MN: Hospitality accounting systems identify exactly where profit is coming from so they can budget.
However, the latest edition of these systems, that most hotels continue to use, still identify IT as a non-profit generating department.

RT: Also, the revenue generated from IT has not always been that high, but many of the recent advances in technology have added to the hotel’s revenue stream. Now the first thing guests do when they enter the room is open their laptop and connect to the WiFi network, then they switch on the IPTV and pay to view on demand.

Have guest expectations changed in terms of facilities they expect to be available at a five-star hotel?

MN: The guest experience starts before they come to the hotel from when a client logs onto the website and makes a reservation. Then guests specify they want a room with WiFi and this and that technology; they’re no longer interested in the pillow menu.

HS: Particularly for business hotels, guests are outside from around 8am to 6pm so they need assistance beyond these hours, which means that as a department we have to be more flexible to their needs.

MN: Guests are more demanding. If their iPod is not working they call IT, if they have no WiFi or mobile phone signal in their room they call IT.