• Introduction • Rise in Automation due to Staff Shortages • Alternative Accommodation and Flexible Tech • Harnessing AI for Superior Hospitality • Technology Integration and the Paradigm Shift • Health, Safety, and the Rise of Touchless Amenities • Closing Thoughts: Visions for 2024
Ahoy there, tech-savvy readers! Buckle up, as we embark on a journey to explore the hospitality tech trends that are rocking our 2024 socks off. In today's riveting episode of "The Future's So Bright, I Gotta Wear Shades" (a cheesy title, brought to you by our friendly neighborhood AI), we'll marvel at how technology is catapulting guest experiences into stratospheres we never even knew existed. Let's dive into the time machine and take a peek back at 2023, shall we? So, you remember circa 2023, right? Back when we barely had time to catch our breath between groundbreaking tech innovations in the hospitality industry, and your favorite robot butler was still just a twinkle in a developer's eye? Well, my friends, 2024 not only picked up where we left off, but it's straight-up showing off. Emerging trends keep piling up, like mesmerizing layers of an exquisite guest-experience cake. Yes, it's an exciting time to be alive, folks! Feel the electric anticipation in the pixels? I know I do. Up next: let's continue our thrilling exploration of how these trends are morphing the hospitality industry into a beautiful, tech-infused swan. Stay tuned!
Picture this: The year is 2024, and in the hospitality biz, it's easier to spot a unicorn than a new hire. Staff shortages are the new norm, and not the cool ‘90s sitcom kind of norm. Hotels are scrambling like eggs at a buffet breakfast trying to fill positions, and service standards are taking a hit. It's like trying to juggle with one hand tied behind your back…in a windstorm. Enter the knight in shining armor: technology. And not just any tech, we're talking the R2-D2 level of helpful automation that's swooping in to save the day. Look at those self service models—Koncept & Teleport Hotels, they're practically running the show themselves! Say goodbye to awkward check-in chit-chats and hello to high-tech lobbies where you can go from front door to flopped on the bed in record time, without interacting with a single soul. After all, who needs small talk when you've got a digital concierge who won't judge you for mispronouncing 'quinoa'? It's the hospitality equivalent of self-checkout lines, but without the “unexpected item in the bagging area” fiasco. Automation: because sometimes, the best service is self service.
Remember the good ol' days when booking a hotel meant settling for four walls and a mini-bar? Yeah, me neither. Since the pandemic, we're no longer looking for places to keep our stuff while we explore the city – we've morphed into experience omnivores, hungry for a side of adventure with our accommodation. Keeping up with our quirky demands, the industry is seeing a surge in alternative lodgings. From shepherds huts to treehouses, unpredictability is the new black! And while the adjustment spotlight is brightly shone on providers, the unsung hero here is our trusty friend – flexible technology. A case in point is the Berlin-based Raus, the young Turk of luxury outdoor hospitality. With an impressive €8.5 million in funding, it's setting the stage on fire with its brand of remote luxury cabins. To pull off this ambitious vision of diverse properties and amenities, they've cleverly turned to a flexible, composable tech stack with the dexterity of a squid's arms. Because one tech-fits-all solution? That's so 2020! The takeaway? Here's to pivoting to the beat of their own tech drum. With the right flex in their tech stack, they might just shape the hospitality landscape, creating ripples that turn into waves. Maybe by 2030, we might be booking an underwater cabin on Mars. Well, a girl can dream!
Oh, Artificial Intelligence, the glitzy, game-changing starlet of our times! We've seen her sashaying into multiple sectors, and now she's knocking on the hospitality industry's door. Her mission: redefining the customer journey. Back in the day, you had to manually slide through endless review pages to identify your suited service. But in 2024, all you have to do is blink, and voilà! AI has your custom-designed itinerary ready. But the story doesn't end here. Wait till you hear about Generative AI, or as I like to call it, "The Great Digital Seducer." It's got all the tricks up its sleeve to personalise your experiences. From automated room temperature controls to real-time dietary suggestions, you'll essentially be on a date with an electronic entity. Don't worry, it won't get too clingy! Finally, gaze into my crystal ball. Picture this, AI donning a massively influential role in the hospitality industry's future. It'll be like Batman to Gotham, or Alfred to Batman; you decide who’s the better analogy! AI-driven experiences will become the norm, and not adapting to it will essentially be like refusing to use a cell phone in this century. The future is here, baby, and you can either hitch a ride with the AI wave or keep floating aimlessly on a tech-less raft!
Step right up, ladies and gentlemen, and feast your eyes on the marvels of technology integration and the paradigm shift that's sweeping the hospitality industry off its feet! Gone are the days when we considered tech integration a mere luxury; it's now a full-blown strategic necessity! Ah, contactless technology, the new norm du jour that's rocking our world! With the ever-evolving contactless check-ins, digital room keys, and voice-activated controls, it's like a dance with the devil without actually touching the hot stuff (COVID-19, we're looking at you). Safety first, folks! Next up, we have the wonderful world of AI and data analytics, bringing forth a wave of personalization for guests tired of the monotonous "Welcome, valued guest" script. AI knows you better than your grandma! With the help of data science magic, AI can tailor room preferences and custom dining recommendations just for you, down to your favorite brand of toothpaste. Now, prepare to be amazed by the wonders of Virtual Reality (VR) and Augmented Reality (AR). We're not in Kansas anymore, Toto! As hotels dive headfirst into immersive guest engagement through VR tours and AR experiences, you'll feel more like Alice exploring Wonderland than a bleary-eyed traveler in a hotel room. But wait, there's more! With the advent of 5G, we're talking faster, more immersive experiences that'll make your head spin. No more murderous thoughts while watching that cute cat video buffer! As hotels adopt 5G technology, guests shall bask in the glory of faster internet speeds, all while streamlining the behind-the-scenes hotel operations. So, there you have it, folks! The mesmerizing landscape of technology integration in hospitality is evolving at lightning speed, making sure you experience luxury the "2024 way". Strap in and enjoy the ride!
And just when you thought you had escaped toasty confines for a cuppa, the industry decided to take health and safety norms to a whole new level. Post the pandemic scare, the hospitality gurus decided they had enough of viruses and their kin. Enter - revised health and safety standards (a.k.a them playing Big Brother for our well-being). This came with a spin-off series, introducing the era of touchless amenities. No more fiddling with room keys or unnecessary chit-chat at the check-in desk. Now you can saunter into your room, furiously swiping your smartphone like a Jedi Knight. It's convenient, minimises contact, and makes you feel like part of some techy sci-fi spectacle. Brilliant. But the pièce de résistance? Telemedicine for guests. Because why Google your symptoms when you can have a professional tell you that no, you didn't contract a tropical disease from that exotic cocktail last night. So behold, the future where hospitality mingles with telemedicine, providing a 'get well soon' card even before you're officially ill. Here's to 2024. Lights, safety, action!
2024: hospitality embraces tech, creates memorable experiences. Adapt or face extinction! Your move, dear reader. *mic drop*
• Room-Service 101: A crash course on Hotel Industry (but without the service charges)
• Unboxing CMMS (NOT a toy car acronym, FYI)
• Decrypting CMMS– Hotel industry crossover episode
• Don’t just stand there – Let’s get to it: CMMS applications in Hotel industry
• Discussing the ‘Dislikes’: The potential Challenges
• Concierge suggests: Why bother with CMMS after all?
• Check out time: Bidding adieu with some serious food for thought
Let's take a magical carpet ride back in time to when the hotel industry was born. Buckle up- it’s going to be a bumpy ride. From Mom and Pop inns in their humble beginnings to the sparkling skyscraper hotels reaching for the skies today. Enjoying that room service? Bet you didn't know they used carrier pigeons back then (wink wink). Fast forward to present day, we are not just talking sheets and pillowcases here. Maintaining a hotel is like maintaining a mini world, it’s all rainbows and unicorns until a pipe leaks in room 204, and your indoor pool suddenly becomes a waterfall feature whilst Mr. and Mrs. Smith are still sleeping (FYI, they didn’t appreciate that wake-up call). Challenges? Oh boy, where do we start. Perhaps at the repeated complaints about that rickety elevator which moonlights as a horror movie prop or those confusing maintenance schedules that look like a cryptic letter from aliens. The current hotel industry faces more challenges than a cat walking on wet floor, but don’t worry, a knight in shining armour or let's say a sweet acronym I like to call CMMS, is on its way to make this industry tiptoe through the tulips. Before you ask, this isn't referring to Captain Marvel's Missing Shoes. You'll find out soon! But hey, I see you over there hypothesizing. Two points for creativity, my friend.
Oh, dear reader, let me introduce you to CMMS, the silent ninja of the hotel industry - boring on the surface but packing a powerful punch. Distilled down, CMMS (Computerized Maintenance Management System) is a high-powered, conscious candy store of features and tools designed to transform maintenance from a headache to a breeze. I can see the doubt creeping into your eyes - "Another tech acronym?" Bear with me, you're in for a treat. This is NOT another byproduct of our obsession with creating fancy tech names. Far from it - CMMS is the 'must-have' toy in the big boys' playground. Here’s why: this little bad boy automates the entirety of maintenance operations. Le gasp! I hear you say. Yes, indeed, from scheduling inspections (so you don't have to rely on that flaky calendar reminder) to managing inventory (no more sobbing over vanishing stock). The best part? It collects data (and who doesn't love a good graph?), helping you see patterns, predict breakdowns, and yes - freed up time to foster your secret love for origami. But hey, all this power ain't just for play - this CMMS beast is set to revolutionize the hotel industry, shaking things up like a barkeep with a cocktail shaker. And we're just getting started. So keep your eyes peeled, buckle up, and join the CMMS joyride. A change is gonna come. An unforgettable night at the IT department is just beginning.
With our brief history lesson wrapped up, let's shuffle into something that sounds like it comes straight from a Transformers movie, CMMS. If you're thinking we're about to discuss Optimus Prime's cousin twice removed, hold onto your horses. CMMS, or Computerised Maintenance Management System for the uninitiated, is here to create a whirlwind romance with the good ol' hotel industry. First up on the dating app profile of CMMS, we have: bleeding seamlessly into the massive, untamed jungle we call the hotel industry. It crawls into the labyrinth of management tasks, maintenance issues, and housekeeping challenges with the stealth of a cougar hunting in the night. It slides into day-to-day operations without you even noticing it, but oh boy, does it make its presence felt! Just imagine, never again having to chase down an elusive technician for a routine check-up of the presidential suite’s Jacuzzi. Sounds heavenly, doesn't it? If CMMS were to be a superhero, it'd undoubtedly be the Hawkeye of the maintenance Avengers; not getting the recognition it richly deserves, but damn essential to the team nonetheless. This silent sentinel guards your equipment and maintenance operations, keeping them sharp and squeaky clean as a freshly laundered sheet, all while discreetly hidden behind its microchip-based mask. Don’t we all love an unsung hero? So, let's all have a moment of silence (or a standing ovation if you are in a particularly jovial mood) for the underappreciated CMMS, keeping the innards of your hotel machinery smooth as a buttered croissant. On that note, let's move on to the buttery croissant of the matter, the applications of CMMS in the hotel industry! Brace yourself; it's about to get even more exciting (and no, that was not sarcasm, well, maybe a little).
Now, if you thought the hotel industry was all about Egyptian cotton sheets and jumbo prawn cocktails, let me introduce you to the world of maintenance, where everything isn't as shiny, but oh boy, equally important. Enter CMMS, aka Computerized Maintenance Management Systems. Yeah, it sounds somewhat convoluted, like the plot of a Christopher Nolan movie, but let me break it down for you. Think of CMMS as the Dumbledore of preventive maintenance, never allowing a teeny screw or a misbehaving lightbulb to disrupt the serenity of your hotel. Actively patrolling and foiling maintenance issues before they become the villain of your reputation is quite magical, ain't it? Beyond its magical prowess, CMMS also moonlights as a sophisticated Sherlock Holmes, keeping suave tabs on your equipment with suave precision. Basically, it identifies the who, what, when, and how of all your machines. You might say it's like your very own MI6, keeping an eye on Dr.No and Goldfinger! Lastly, summon the genie in the CMMS - the genius of labor scheduling. It’s like having a digital Mary Poppins, perfectly scheduling tasks, and subtree tasks without a hiccup. Now, if that's not supercalifragilisticexpialidocious, I don't know what is! See, CMMS isn't just an acronym. It's a tri-wizard tournament champ that ensures your hotel services don't vanish faster than a snitch in a Quidditch match! So, let’s get to it, shall we?
Well, you remember that old, pesky thorn in our hi-tech future? Good ol' human resistance. Ah, the reluctance to change. Employees taking one look at the shiny, sleek CMMS interface and recoiling as if they've just seen the Halloween edition of their bank statement. I mean, why adapt and learn new technology when you could just complain, right? Nothing like a bit of grumbling as your daily cardio! And then there's the elephant in the room. No, Peter, not your mismanaged inventory – I'm talking about the initial costs! A glittering mountain of probably (but most likely not) gold. While Smaug from 'The Hobbit' might drool over it, the mere mortals running hotels might develop an ulcer just thinking about it. Oh, I can just hear the echo — "It costs what now?" But hang on! Before you prepare your pitchforks or picket signs against CMMS, let's make one thing clear. Yes, adopting CMMS is going to seem like you’ve bitten off more than you can chew (initially). But when your hotel starts running smoother than James Bond’s pick-up lines? That's when it all becomes worth it! So buckle-up buttercup! It's time to break free from the chains of resistance and make friends with the slightly terrifying, but immensely beneficial world of CMMS! After all, who doesn’t love a little adventure in Hotel Land, eh?
Oh, Scrooge McDuck, with his penchant for penny-pinching, would probably throw a party in his money bin if he caught wind of CMMS—the ultimate cost-saving confetti cannon in the hotel circus. Imagine cutting down costs like you’re slashing through a jungle of overgrown expenditure. Easier said than done, right? Wrong. CMMS is a maintenance maestro, streamlining processes to ensure you’re not throwing cash at breakdowns like it's confetti at a New Year's bash. But wait, there’s more! Customer satisfaction—now, that’s the real McCoy. CMMS doesn’t just keep the lights on; it transforms your hotel into a homely haven where guests are so delighted, they forget how to frown. Say goodbye to Yelp screams and embrace Yelp dreams. Those five-star reviews? They just might start pouring like happy hour specials at your bar. And let’s not forget risk reduction, the silent guardian of your establishment. This superhero cape weaves through your business unseen, warding off the vile villains of unexpected breakdowns and safety mishaps. CMMS has got your back, and let's be honest, who doesn't want an invisible sidekick? So, dear reader, before you jump back into the fray of challenges and wrap up your thoughts, remember: CMMS isn't just a tool; it's a business revolution with a personal touch, wearing a top hat and offering you the key to the maintenance kingdom.
Alright, folks, we've waltzed through the high-tech hallways of hotel maintenancedom, and now it's time to tuck you in with a final nugget of wisdom. Let's not kid ourselves, without CMMS in the bustling hotel industry, it's like serving caviar without a spoon—messy, with a good dollop of it wasted. It's the unsung maestro behind the scenes, ensuring every light bulb shines bright and every treadmill runs smooth for the cardio bunnies. So, before you scurry off to fluff pillows or whatever it is you do, let me dangle a little carrot—imagine a world with fewer guest complaints and more five-star reviews. Dreamy, right? And all because you hitched your wagon to the CMMS star. Don't just stand there grinning—act now. Embrace CMMS and snag the industry's velvet rope. Sign up, and let's transform those ‘dings’ from the front desk bell into delightful ‘cha-chings’ for your business.
When you think about multi property you may be tempted by the easyness of being able to switch between hotels... but it is not that easy. Let's go deeper :
RoomChecking enables easy management of multiple hotels under a single account. Whether you operate boutique hotels or large chains, you can streamline your operations effectively from one place.
The use of a multi-property system for hotels, such as RoomChecking, offers several key advantages to users. First and foremost, it allows for seamless management of multiple hotels under a single account, eliminating the need for multiple accounts or systems. This can be incredibly beneficial for operators of boutique hotels or large chains.
The unified account structure can help streamline operations effectively from one location. This increases efficiency, as it mitigates the need for coordinating between different systems or platforms, and eliminates the danger of miscommunication or data loss. All this leads to smoother operations, increased productivity, and potentially higher profits.
Sharing the same assets accross properies will allow perfect tracking. Financially you'll be able to have a global picture of your assets unders one dashboard
Cleaning Types and Cleaning Length
For resorts, you can keep a cleaning policy accross all your properties.
Check Lists, Cleaning Procedures/SOPs
Make sure your brand is consistent accross all the properties.
Make annual reviews based on facts !
Open a new property easily by sharing Departments, Experience Categories, Experience compensations, Lost & Found Categories, Minibar and Dashboards
No other piece of software can go down to such detail to be able to generate up tp a different cleaning per unique reservation !
Think about :
There is almost nothing Hopr can't do... and believe us, we are challenged every day !
Je l'avais promis dans mon article précédent, mais voici un petit aperçu des règles d'attributions que le planner automatique d'Hopr intègre pour faire l'ouverture le matin :
Distribution par nombre de chambres
Distribution par nombre de crédits
Equilibre des chambres par nombre de chambres
Equilibre des chambres par crédits
Nombre maximum de bâtiments
Nombre maximum d'étages
Nombre maximum de sections
Nombre maximum de sous sections
Retraits de crédits si crédit maximum atteint
Retraits de chambres si nombre maximum atteint
Retraits de crédits entre paliers
Maximum de Départs
Maximum de Stay
Minimum de Départs
Equilibre de Départs et de Stay
Equilibre de Départs et de Stay entre sections contiguës
Equilibre de ménage entre catégories de chambres (max de suites)
Chambres communicantes ensemble
Chambres communicantes ensembles même si louées séparément
Attribution de chambres propres à 0 crédit
Autoriser les binômes (2 femmes de chambres par chambre)
Autoriser les binômes (3 femmes de chambres par chambre)
Autoriser les binômes (4 femmes de chambres par chambre)
Autoriser des sections sur plusieurs étages (à la montagne)
Attribuer les Départ/Arrivées avant les Recouche
Attribuer les Départ/Arrivées dont l'arrivée est plus proche dans le temps
Nombre de chambres sur nombre de section
Respecter la topologie de l'hôtel pour minimiser le temps de déplacement
Respecter la topologie du site pour minimiser le temps de déplacement
Interdire de revenir en arrière
Allouer un nombre de chambres mais rajouter des chambres Libres Propres sans limite
Allouer un crédit de chambres mais rajouter des chambres Libres Propre sans limite
Donner un maximum d'étages différents par femme de chambre
Equilibrer les crédits de façon différente selon les étages des bâtiments
Equilibrer les crédits avec des exceptions
Poser un plan et construite autour
Second Cleaner avec des max en crédits
Second Cleaner avec des max en chambres
Tout celui qui travaille dans l'hôtellerie et qui connait Opera connait les Traces.
Les traces contiennent des informations sur la réservation. Quand je dis des informations, c'est du pot pourri. On y trouve, des heure de ménages, des spécificités sur la chambres (Twin, Queen...) et plein d'autres choses. Malheureusement on y trouve aussi des information sur l' OTA, le guest relation et j'en passe...
C'est bizarre comme nom, les Traces, surtout dans la propreté... mais bon ;=)
Heureusement les PMS ont fait des progrès depuis pour structurer l'information reçue.
J'aime bien l'idées des Produits et Services qu'on trouvent dans Mews ou Apaleo. Cela permet de les exploiter en API au lieu de littéralement galérer pour interpréter l'intention de celui qui a écrit la note..
J'ai fait un petit schéma pour montrer comment quelques PMS structurent...ou pas l'information du client:
Dans Hopr on les utilisent pour nos Plugin de Ménages et aussi pour les Automatisations (je ferais une article très bientôt sur le sujet) .
A l'origine, je voulais (et j'ai fini par réussir) implanter une nouvelle fonctionnalité dans Hopr, notre solution de housekeeping.
L'idée est de lire les traces et de générer automatiquement les tâches de la journée : lits bébés, chambres en twin, heure de nettoyage et plein d'autres informations. Un vrai gain de temps.
Le problème c'est que Oracle, pour ne pas le citer avec Opera, a eu la bonne idée de ne l'intégrer dans AUCUNES de ses interfaces (ni IFC/FIAS ni HTNG), alors on les reçoit par mails et oh surprise, tout vient en un bloc :
un autre exemple :
C'est donc un bloc de texte brut, sans mise en forme et surtout compliqué par la concaténation des différents types de traces (HK, Guest relation, OTA...) qu'on reçoit..
Cela va vous faire rire, mais le fait qu'il n'y ai pas d'espace entre les blocs nous pose problème à nous les informaticiens. Ce qui est simple à l'oeil humain est un véritable challenge pour nous.
En effet comment trouver le début et la fin de la phrase quand il n'y a pas d'espace, pas de point???
C'est l'intelligence artificielle qui est venu à notre rescousse. Nous avons mis en place un logiciel à qui nous avons "appris" à lire les traces. Et à force d'apprentissage, il peut gérer les variantes, les fautes de frappes et autres déclinaisons d'un même concept par l'humain.
Voilà à quoi cela ressemble:
On a pris quelques centaines de Traces et on a manuellement Tagué les parties. Le système a "appris" grâce à un réseau neuronal à différencier (c'est ce qu'on recherche) les parties du texte.
Et c'est ainsi qu'on a pu générer des tâches informatiques en lisant les Traces.
Pourquoi pas ChatGPT? c'est une question de coût… En faisant des mises à jour pratiquement toutes les minutes, et même en ne traitant que les différences, en faisant un calcul rapide cela reviendrais à 70€/mois pour un 200 chambres... pas viable...