Smart Hotels and Their Ecosystem

Smart Hotels and their Ecosystem

1) How is Smart/Connected affecting the product/service?

Smart and connected products are revolutionizing the hotel industry. These devices are helping the industry provide new levels of convenience and luxury to the customers. The preferences of guests ranging from room temperature to food habits are being recorded. When the customer visits the hotel again, he needn’t specify his preferences as they are already known. The minute he swipes his card to enter the room, the room temperature is automatically adjusted. Thus the hotel is able to bring in customization for every guest. Hotels now also have smart phone apps where the customer can interact with the hotel directly. This can be to place an order for room service, request the concierge for help or book a table at any of their restaurants. The app can be so designed that the customer need not interact with the hotel staff at all and have everything ready for him as and when required. These services are highly valuable to both sorts of guest, i.e. a business traveller and tourist. Tourists generally face a language barrier. The smartphone app, generally available in a few languages helps them get better service. We are looking at the future of many services integrated into the hotel with the help of these devices. An example would be to integrate a cab hailing service into their hotel app.  

2) What is the product system for the product?

A smart connected product will be a room in which the devices are interconnected and controlled via an application running on a device (tablet or phone). Guests can control the lights, and the air conditioning from the iPad, and if there's someone at the door, then the iPad can also show the video feed from the door security camera, and be used to unlock the door if guests choose.

The product system for this product is a Customer Experience System which includes:

 a) The smart connected product

b) Truknox digital signage software for their touch kiosk to assist their guest in way finding, take a virtual tour of property, promoting their services, nearby places to visit etc.

c) A comprehensive programme that they call Link@Sheraton experienced with Microsoft. Link@Sheraton gives the guests a number of facilities such as free workstations, printouts through the cloud platform PrintMe.com and free Wi-Fi access in cars booked from the hotel - guests can connect up to five devices to the in-car Wi-Fi.[pic 1]

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3) What is the System of Systems for the product system?

The Hotel Management system will be the hub of the SoS. There are various systems linked with the Hotel management system and work in synchronization to run the hotel operations. These systems are:

1. Customer Experience System: Technologies making customer experience better along with stay
2. IT Operations: Provide 24/7 global support services, maintain the IT infrastructure at the hotels and support all the other systems running in the cloud
3. Back Office: It handles billing, company and travel agent invoicing, advanced ledgers etc.
4. Security: Physical security as well as access allowance through key card reader, fingerprint reader, CCTVs and fire alarms
5. Food and Beverages: Orders and billing linked to rooms and guests along with inventory details
6. Maintenance: For internal management purposes like work order schedule, reports etc.
7. Housekeeping: Maintain housekeeping records as well as guest laundry and hotel laundry details
8. Customer Information system: Guest details and preferences linked with CRM as well
9. 3rd Party Interfaces: It includes payment gateways, travel websites, SMS or email systems, intercom etc. i.e. in other words all the services that are outsourced to technology vendors
10. Front Desk: Support check in, check out, billing, reservation/booking etc. services
11. HR & Payroll: Details of the staff, compensation plans and leave management system (LMS)

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System of Systems of ITC Hotels

3) What is the System of Systems for the product system?

The hotel management system being the Product System of ITC Hotels, it is dependent on the various other industry sectors and hence other systems to provide comfortable services to its own customers. Whenever a consumer travels he/she needs various other services in addition to hotel stay. Some of the industry systems important from consumer viewpoint linked to the hotel system are: