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Enterprise System Pitfalls: Summary
Today I’m wrapping up a series of posts on the broad topic of Enterprise System Pitfalls. In this series, my hope was to help shed light on the primary problems that cause us to miss budgets, fall short on capabilities, or completely fail when implementing an enterprise system. 

The Year in Review
 
As 2019 comes to a close, it’s time to count our blessings. One of mine has been the privilege (and fun!) of being able to reach out to so many interesting companies and get them to tell me what they’re doing that’s different, disruptive, and game-changing. The list of things I have to write about in future columns has only gotten longer in the nine months since I started writing this column.

Sustainable Innovation
 
Sustainability can yield multiple benefits to hotels. Saving energy and water yields direct cost savings. Revenue can be generated by guests who prefer to deal with businesses that minimize their environmental impact. And many would argue that conserving scarce resources is simply the right thing to do.

Meetings Innovation
 
The sale and delivery of groups and meetings is perhaps the most significant and under-automated functions for many hotels. Even though groups often account for 30% to 60% of revenue, most group bookings are still handled manually for most if not all of steps, as they move from a meeting planner’s research to a confirmed booking.

The biggest enemy to any system is complexity. In a system of inputs and outputs, such as an enterprise system, more complexity means more parts are used in interaction with inputs to create the outputs. Every part that must be built and maintained costs time and money



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Another Look at the Study, "Creating the Coveted Hotel Guest Experience Perspectives from Consumers and Hoteliers"

03/28/2017
by Hospitality Upgrade

The numbers reported in a recent survey by Oracle Hospitality and Phocuswright are clear:

"64 percent of U.S. hotel guests said it is 'very or extremely important' for hotels to continue investing in technology to enhance the guest experience... 94 percent of business travelers and 80 percent of leisure travelers expressed interest in using smartphones to request service and message hotel staff."

Can technology improve guest engagement and experience? According to this study that surveyed U.S. and European travelers... yes... and guests expect it to do so.

So how important is technology to the guest... and the hotelier?

"Even in limited fashion, technology is a pivotal asset because it addresses the industry’s conflicting goals: operate efficiently at scale and simultaneously provide individualized service. By driving both, technology can foster greater guest loyalty and generate greater revenue."

For those who missed the full report in the February 9, 2017, edition of Hospitality Upgrade's Watercooler e-newsletter, the study describes how improved guest experience is the key to guests embracing and enjoying technologies that hotels and brands implement.

Key takeaways from the survey include:

  • Technology is a critical catalyst in creating a differentiated experience.
  • Guests are clamoring for greater control of the in-room experience.
  • The hotelier as orchestrator – it is a vital role that will pay dividends now and in the future.
  • Technology enables hotels, both chains and independents, to pursue the delivery of individualized guests experience as they see fit.

To view the report in its entirely, please click here.

About The Author
Hospitality Upgrade




 
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