Intelligent CIO Middle East Issue 32 | Page 91

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INDUSTRY WATCH
Monzer Tohme from Epicor
in network security technologies will ensure that both hotel and guest data is protected from internal and external security breaches .
• BYOD and increasing device types brought into the venue : With guests and staff members each bringing two to three devices each , hotels are looking for scalable , device and role-based solutions to help them securely provision and manage these devices on the network , as opposed to segmenting the network for different users / devices .
MONZER TOHME , REGIONAL VICE MONZER TOHME , REGIONAL VICE PRESIDENT , MIDDLE EAST AND PRESIDENT , MIDDLE EAST AND AFRICA , EPICOR SOFTWARE AFRICA , EPICOR SOFTWARE
In May 2017 , Epicor Software released iScala for Hospitality , a full functional , integrated back-office solution for restaurants , hotels and resorts , that helps drive efficiency and cost savings across all key focus areas of the business . Epicor iScala is available on premise , as a hosted solution or cloud-deployed and enables users to meet the needs of the hospitality industry by allowing companies to : streamline and standardise back-office processes ; manage costs and drive bottom line profits ; capture and manage key finance information ; simplify operations and reduce overheads ; integrate front and back office systems ; analyse financial reports in real-time ; eliminate duplicate processes and operate in nearly paperless environments .
How would you say end-user demand in the hospitality sector has changed over the last few years in terms of technology ?
Till about five years ago , most travellers made their hotel choice based on amenities : choice of on-site restaurants , spa / gym / pool facilities , business centre , etc . In fact , the rating system for hotels ( one to five ) is still based on availability and quality of such facilities .
However , consumer demand for a more ‘ personalised ’ experience , like the ones they are used to with online shopping , is changing the way that the hospitality sector operates . And technology is at the heart of this change , for example , rather than waiting in line to check-in at the reception to be assigned a room etc , several hotels in the UAE now offer guests a chance to check in via smart devices . Similarly , rooms are now equipped with tablets that allow guests to control light settings , air-conditioning and entertainment , with just the tap of a finger .
From your perspective , what IT trends are currently influencing the hospitality sector ? What technologies are hotel operators looking at ?
As the hospitality sector continues to evolve , in an effort to provide customers the personalised experience we discussed previously , I think advanced analytics / big data and the internet of things ( IoT ) are two technologies that will be key in shaping the future of the industry .
For example , using big data and analytics , hotels can now offer frequent guests email offers with tailored packages and promotions , or once they are on-site , ensure that the room temperature is set to their preference as they walk in , the newspaper of their choice is delivered to them each morning or if they frequent a particular restaurant , ensure that there is always a reservation for them , irrespective of how busy the place is .
Similarly , using IoT , hotels can offer guests a very similar experience to the one many are used to in their ‘ smart homes ’: controlling blinds , the entertainment system or lighting either from their own smart device or via voice activation .
Do you have any tips to help IT managers and CIOs build a competitive hospitality infrastructure ?
As the hospitality sector increases its investments in IoT devices in a bid to improve customer experiences , back-end systems have come under the spotlight .
Hospitality managers are becoming overwhelmed by the challenges of integrating existing front and back office solutions . Nevertheless , this integration is essential to effectively manage costs , optimise business performance and free up managers ’ time .
To help combat these challenges , I would urge hospitality CIOs to consider investing in a robust back-office solution . The ideal back-office solution is specifically designed to meet the unique needs of the hospitality industry : working well for independent hotels and restaurants , while being scalable to meet the needs of larger hotel , casino and restaurant groups or real estate investment trusts .
Regardless of the size of the business , the enterprise resource planning solution must be quick to implement , have fast and easy integration with the point of sale or property management systems , and go beyond traditional generic ERP functionality to deliver optimal stock control , financial management , business intelligence and collaboration , that will help drive maximum efficiency . • www . intelligentcio . com INTELLIGENTCIO
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