First step has been being present at the Internet. Now hotels are looking at technologies to help improve their competitive position and increase customer satisfaction.
Implementing new technologies in operations, like wireless connectivity, data mining and enterprise storage. These are among the technologies expected to have the largest impact, according to a recent report from PhoCusWright Inc., a hospitality research firm in USA.
Although hotels are making efforts, the hospitality sector in Europe is still needing an important investment in back-rooms technologies to improve their competitiveness.
How does it look in Spain?
The Observatorio de las Telecomunicaciones y para la sociedad de la Información de Red.es in cooperation with the Spanish Instituto Tecnológico Hotelero (ITH) and Fundetec have published its «Diagnóstico tecnológico del sector hotelero».
They have checked more than 300 companies in Spain and seems that while new technologies regarding number of PCs per company, accounting systems, their activity on the Internet – promotion, market place (sales from €121,7 millions in 2003 up to €333,8 millions in 2005) – and yield management are quite good, other areas of the company like enterprise storage, food & beverage, CRM, energy costs or mobile technologies need a better improvement.
The back-room platforms are crucial to hotel operations. For instance, applications like tracking work orders on PDAs and communications among operations staff save time and money and improve service quality.
Are hotel managers and owners aware of this?