Tech Talk

Recent posts

Definitely Doug 10/18/19
Posted: 12/06/2019

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.

Definitely Doug 12/6/19
Posted: 12/06/2019

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

Tracking the evolution of key performance indicators (KPIs) over time allows hoteliers to identify meaningful trends, create forecasts and budgets and assess the results of different strategies. To perform this kind of analysis, data has to be recorded within consistent time intervals and in chronological order. This is known as a time series.

Definitely Doug 11/15/19
Posted: 11/15/2019

Every time I turn around these days, I see a new vendor or product promising something called a complete Guest Experience Management, Guest Journey Management, or Guest Engagement (or some variation on those words). This week I looked at some of the emerging products claiming to be in this space, both to try to better understand it, and to see what promising ideas it may hold.



want to read more articles like this?

want to read more articles like this?

Sign up to receive our twice-a-month Watercooler and Siegel Sez Newsletters and never miss another article or news story.

x
 

Guest-Facing Kiosks Are Here to Stay

11/21/2016
by Shuja Rahman

From the guest’s point of view an excellent experience is one that is simply frictionless. No one wants a struggle to meet a basic need; today’s population insists on convenience. They want an experience without the friction of having to repeat things that have already been communicated, or spending time trying to solve issues that shouldn’t exist in the first place. Such friction takes away from the overall experience.

Guests Who Want to Serve Themselves

In an ideal setting, the guest can meet his or her needs effortlessly, without having to jump through hoops. Interactive kiosks in hospitality environments give guests control over their product browsing and purchasing decisions. Kiosks not only connect guests to more products, they also contribute to the overall brand and stay experience.
 
With this shift in shopping behavior, guests are becoming more empowered and accepting of self-service kiosks. In our do-it-yourself culture, users are happy to take control of their spending experience. This “grab and go” experience addresses the desires of today’s younger generations.

Greater Convenience Contributes to Guest Satisfaction

Hotel lobby pantries with kiosks make the experience simple and efficient for everyone. The guest can select, pay for her breakfast item, and be on the way to her business meeting without having to wait in line at a front desk, for example.

Perhaps the guest is taking in the scenery on the casino floor and needs to satisfy a craving for a pumpkin latte from the coffee shop on the third floor. Or consider guests who use the kiosk to order dinner from any of the restaurants on property and schedule the meal to be delivered just when the guest is returning to his or her room. Tracking down the restaurant and waiting to served will become a pattern of the past. Kiosks have their place in delivering the most imaginative experiences for guests, making for truly unique experiences.

Touchscreen kiosks are also being used to promote new products, even suggesting additional items that might accompany the guest’s intended purchase. This suggestive sell or upsell increases guest spending and your bottom line. Studies show that this self-serve shopping experience leads to customers making larger purchases, boosting overall sales.

Why Operators Should Consider Kiosks

As automation tools and kiosks continue to advance in functionality and reliability, operators should expect to see significant ROIs soon after deployment. Building guest loyalty, reducing costs, saving time, maximizing sales and building brand exposure are all compelling reasons operators should consider expanding some of their workflows to self-service kiosks.
 
Kiosks are inevitable – they are expected to have an increasing presence that supplements hospitality experiences, bringing enormous benefits. Those benefits often include:

• Labor cost savings
• Reduced line-ups
• Increased guest engagement
• Streamlined data entry and management
• Greater analytics accuracy regarding effectiveness of promotions
• Mobile integration with reduced technical complexity
• Extended access to even reach more guests
 
Through kiosk interactions, guests are building a relationship with the property’s products and services, which in turn increases revenue for the business.
 
As self-service kiosks play an ever-increasing role in guests’ lives, the functions those kiosks perform are also expanding. Combined with newer technology that includes smartphone apps and cloud-based information storage, kiosks are able to provide services which were previously unheard of and are now available virtually anywhere your guests prefer to be.
About The Author
Shuja Rahman
Principal Product Manager
Agilysys, Inc.


Mr. Shuja Rahman is the Principal Product Manager at Agilysys, a leading technology company providing advanced software solutions for point-of-sale, kiosk, property management, analytics and mobile solutions for the hospitality industry. While leading the strategic development of the company’s next-generation rGuest® Buy kiosk technology, Mr. Rahman is responsible for bringing innovative capabilities to market with a strong focus on guest-facing and self-service F&B ordering experiences. He has extensive enterprise software product management experience ranging from Fortune 50 to startups. Mr. Rahman received his MBA from Booth School of Business, University of Chicago.

 
Comments
Blog post currently doesn't have any comments.
Leave comment



 Security code