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.

A seamless integration of technology at The Ascott Limited