Imagine stepping into a hotel where every aspect of your
stay is optimized by technology. From personalized guest services to
streamlined operations, the hospitality industry is undergoing a digital
transformation. Sachiin Srivastav, Director of Business Development for the
Middle East, Africa, and Turkey at The Ascott Limited, offers a deep dive into
how technology is shaping the guest experience and operational efficiency at
The Ascott Limited.
What does The Ascott Limited's tech stack look like?
As a revenue expert, Sachiin emphasizes the importance of
a well-rounded technology stack. "We tend to own the stack," he says,
referring to their use of Revenue Management Systems (RMS), Property Management
Systems (PMS), rate parity reports, and an in-house business intelligence (BI)
solution. The guest-facing technology includes Shiji ReviewPro, which compiles
and consolidates guest reviews into actionable reports. Over the years, Sachiin
has worked with multiple PMS solutions, including Opera, while the latest
addition to their arsenal has been RMS.
Recent technology implementations
When asked about recent technology upgrades, Sachiin
highlighted two key implementations:
- IDeaS
RMS: Introduced to one of their properties, this
solution has significantly enhanced utilization rates and revenue
management capabilities.
- Fornova
BI Solutions: These tools optimize distribution,
generate demand, and maximize revenue, empowering their global operations
with actionable insights.
How has technology improved guest experience and efficiency?
Technology has proven transformative for both guests and
teams at The Ascott Limited. "It speeds up decision-making," says
Sachiin, "which ultimately improves guest experience and operations."
By automating tasks and providing data-driven insights, technology ensures that
team members can focus on what matters most—guest satisfaction.
Addressing challenges in technology adoption
Adopting new technologies comes with its fair share of
challenges. According to Sachiin, one of the biggest hurdles is the cost
associated with upgrading technology. He emphasizes the importance of budgeting
for technology upgrades within a property’s capital expenditure (CAPEX).
Another challenge lies in overcoming the industry's tendency to stick with
tried-and-tested solutions rather than exploring innovative alternatives.
Where are the opportunities for improvement?
Sachiin identifies real-time improvements in revenue
management systems as a significant opportunity. Faster decision-making
capabilities would enhance both operations and guest satisfaction.
Additionally, he foresees auto check-in and check-out becoming even smoother in
the future, streamlining the guest journey.
What are the barriers to new technologies in hospitality?
Breaking through the mindset of industry stakeholders is
often the biggest challenge. "We like to go with tried-and-tested products
and avoid change," Sachiin notes. Market saturation and reliance on legacy
systems further complicate the adoption of cutting-edge solutions.
The future of hospitality technology
Looking ahead, Sachiin is excited about several
initiatives:
- Integration:
Bringing all systems onto a unified dashboard for streamlined operations.
- AI
and Automation: "AI will be a game changer,"
he says, envisioning a future where AI consolidates tasks and enhances
efficiency.
Real-time data tracking and advanced analytics also hold
immense potential for reshaping hotel management.
Balancing technology and the human touch
Sachiin underscores the importance of maintaining a human
presence to complement technology. "Guests want solutions," he
explains, "but having a human backup ensures a personalized experience
that technology alone cannot provide."
Recommendations for hoteliers
When asked about must-have technologies, Sachiin's
recommendations are clear:
- RMS:
Essential for optimizing revenue and utilization.
- Guest
Feedback Solutions: Crucial for understanding and
improving the guest experience.
- Rate
Parity Tools: Important for ensuring competitive
pricing.
A vision for the future
As technology continues to evolve, The Ascott Limited
remains committed to innovation. By integrating advanced solutions and
prioritizing sustainability, they aim to enhance both guest experiences and
operational efficiency, setting a benchmark for the hospitality industry.
