Goa is one of the smallest states in India, and little more than a dot on the country’s map. Yet did you know the coastal state played host to over three million visitors last year? The internationally renowned holiday hotspot attracts guests both from abroad and the expanding Indian middle-class, and the 101 kilometers of Goa’s coast has an impressive density of 3000 hotels!
With guests flooding in, the state has all types of hotels – from luxury to lodges. The high frequency of visitors and high occupancy rates means few hospitality properties can manage without software. Yes, behind your wonderful hotel stay, there is software and technology that notes your bill at the bar, food ordered up to your room, services availed of at the spa, and clothes you sent for laundering.
When your stay at the hotel ends, the software will send out a ‘Thank you’ SMS. The hotel will continue to stay in touch with you and wish you on your birthday and other special occasions. Expect to receive emails or SMS’s on special offers and discounts at the hotel, and when you come back next year with your wife or friends, the hotel staff will greet you by name.
Thanks to the hotels guest history feature. Hotel staff will already know the newspaper you like to read, the type of pillow you requested during your last visit, and even the drinks and food you enjoyed at their restaurant. At last, you are not just another revenue figure; you have found a little comfort zone away from home.
Hotel staff come and go, shifts change, but your favourite hotel knows your needs.
All this is made possible by a large hotel property management system that works ceaselessly – day and night. Did you know, a hotel property management system can be fairly complex, and includes software modules like Front Office Management which you can encounter at the lobby, Point of Sale in the restaurant, Accounts Receivables to manage payments, Finance Management, Housekeeping, Inventory Management, Telephone Management, HR and Payroll, Food and Beverage Costing, Quality Management, Banquets and Conferences, Sales and Marketing and more.
Yes, almost every department of your hotel is managed by its comprehensive property management system. This may seems strange, for all you see are smiling hotel staff at your beck and call. But it is precisely this software, which manages the large number of hotel operations and enables its staff to serve you well.
Added to this massive software that runs the hotel almost seamlessly, are a host of other applications too. From key cards, to fancy tablet based e-menu applications to wow you with sumptuous foods, mobile check-in so you walk straight to your room, to customized in-room entertainment. The list can go on.
The Indian Middle Class is traveling
As the Indian middle class expands, it is expected to exceed 600 million in India. This is a spurring growth in the travel and hospitality industry. The recent economic downturn may have curbed the construction of five-star hotels, but the mid-market segment of four and three star hotels is booming. Research shows the millennials – those born between 1980 -2000 are expected to be avid travelers, love urban locales, travel in organized groups and use mobile phones and social media to post travel reviews.
You may expect to see more technology making its way rapidly into hotels with wi-fi and mobility apps. From the hoteliers perspective software as a service (SaaS) is the next big thing.
How safe are the details you give your hotel?
However, everything is not hunky dory with the hospitality industry. More recently, hotel software has come under the scanner for being vulnerable to hacking. Yes you read right. Hotels see hundreds of guests each year. Larger the hotel, bigger the size of their database. Cards – debit and credit- are the easiest and arguably the safest mode of payment, yet it is exactly this information that attracts hackers. Trolling the web for systems they can break into, and data they can easily steal and sell, hackers find hospitality property management systems easy to breach.
1Doug Meal, partner at Ropes & Gray, says “data breaches at hospitality-related businesses account for as much as 40% of all data security breaches.” Thankfully there is a way around it. Some countries require hotel software to be PCI DSS compliant. This means payment card details are stored in an encrypted format and are thus hacker proof. India has not enacted this legislation which requires hotel software to be PCI or PA DSS compliant. However IDS NEXT, a hotel software provider with over 26 years of experience providing hospitality technology that has a large presence in the Goa hospitality industry is PA DSS compliant. This obviously is not only a huge benefit for the hotel industry, but for guests visiting these hotels too.
Article also published in the Herald, 9th February 2014