michael levie - hospitality net · 2007-10-06 · ehtec amsterdam feb. 19 2007 2 how can we make...
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EHTEC Amsterdam Feb. 19 2007 1Michael Levie
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EHTEC Amsterdam Feb. 19 2007 2
How can we make “technology”
part of the hoteliers “vocabulary” ?
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EHTEC Amsterdam Feb. 19 2007 3
How can we get the “Hospitality touch”
into the “Technology Professional’s”
mind?
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EHTEC Amsterdam Feb. 19 2007 4
Art vs. science
• Hospitality industry concentrates on providing the art of service…
• Technology firms concentrate on providing usable science…
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EHTEC Amsterdam Feb. 19 2007 5
Hospitality industry:
• Run’s on experience / internal promotions• Little education / most end up in the
industry by default• Slow in its own progression• Hardly any innovation in
design or variety of services• Re-active industry,
not pro-active
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Technology industry:
• Knowledge based industry• Focused on innovation• Planning and anticipation are a must• Creating the future• Pro-active industry, little re-active
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EHTEC Amsterdam Feb. 19 2007 7
What keeps the hotelier busy?
Consolidation:- Financial institutions force mergers - Mergers push for synergies / streamlining- Restructuring and better organizations- Measuring results and benchmarking - Central procurement- Merging cultures is taking valuable time
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EHTEC Amsterdam Feb. 19 2007 8
What keeps the hotelier busy?
Trying to keep up:• The Airline industry / Budget Airlines• New frontiers, Eastern Europe, India,
China, or cities like Lisbon, Prague, Glasgow, Budapest etc.
• Technology revolution• Speed of change
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EHTEC Amsterdam Feb. 19 2007 9
What keeps the tech industry busy?
• It’s own revolution / their 15 minutes of fame
• Post internet bubble to stable growth trend• Shortening of platforms and software
cycles• Bringing down cost of initial and ongoing
expenses
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Geographical influence
• In all of this the US is way ahead of Europe
• Technology and the Web make geographic borders disappear
• Cultures are merging more and more• Country cultures and regulations still
remain a problem for any activity beyond the US
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EHTEC Amsterdam Feb. 19 2007 11
HFTP – HITEC - EHTEC
• Help me… why is there such a gap between Hoteliers and technology people???
• Aren’t we all Hospitality / Technology professionals!!!
• I believe we need to do a much better job together moving forward…
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Together we need to…
• Set joint focus on the needs and wants for the hospitality technology
• Set joint priorities• Work on broad education program• Lower the threshold of
technology-shows for all hoteliers
• Work with the hotel schools, who are preparing the future hoteliers
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Who benefits today?
• Mid-size chains 10-35 hotels • Small chains • City hotels • Early adaptors• None hoteliers that run companies in the
industry
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Where can we improve?
• Individual hotels -> limited or no knowledge• Mom / Pop’s hotels -> scared of technology• Hotels < 50 rooms -> investment doubt• Companies that know what they want -> scan
the offering and do not find• Large chains ->fight legacy systems and want
to create own systems• For me -> allow me to tell you my
Onestarisborn story
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EHTEC Amsterdam Feb. 19 2007 15
Onestarisborn
• Choosing a niche…the 3-4 star business traveler
• What do they need and want?• What are they willing to pay for?• What don’t they need, or are not willing to
pay for?• What frustrates them to no avail?• What would impress them?
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Onestarisborn
• The hotel room and it’s features• The lobby, or better my living room• F&B and services• Staffing -> HK / ENG outsourced
-> Hosts• The construction -> the factory
-> the site• Our positioning -> a life style brand
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High Quality / Image
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• Alocation• B location• C location
Low
Low
High
Price
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Medium
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Positioning
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EHTEC Amsterdam Feb. 19 2007 18
What were my and are initial technology questions???
1. PMS -> system functionality focused, with a small percentage of features being used
2. CRS -> Single Image, Channel MNGT, do we really offer it / is it really being offered/used??
3. CRM -> It is about our guest, right!!! Why don’t all systems then work from that centrally?
4. Integration -> Most of you were so busy that you could not even consider integrating your CRM with my Philips hotel system
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EHTEC Amsterdam Feb. 19 2007 19
What were some more technology questions???
5. Connectivity and the Internet:• My web-site• Maybe my web-engine• How do I get GDS?• How do I connect to my Philips Hotel System?• My presence on the web through third parties• Who visits my site and how do they get there?
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A look at some of the additional challenges…
• Buy hardware or host?• PBX or VOIP?• Interfacing or integration
of systems?• POS and creditcards?• Revenue mngt or not?• Maintenance contracts?• Buy, lease, pay per
usage?
• CRM the very center of the system?
• Distribution and brand?
• Channel mngt + delivery?
• WIFI offering• Web 1.0 to 2.0• Software
personalization's
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OSIB partners overview:
Inter-TalkVOIP
Website:
E-Site
Marketing
RoomsTechnology
Philips
Rev. MngtIdeaS
Back officeExact
Direct Connections
AltiusPar
GDS:AltiusPar
IBE:AltiusPar
PMS/POS:AltiusPar
CRS/CRM: Altiuspar
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In conclusion;
• Talk my language and please teach me`…really• Let’s talk about the future needs of the industry
and not what you can create for me…• Make it simple for me;
- in your use of language- when I buy or need to change systems- how I pay- how I interface- take away the mystery, please!!!