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Final Report Project Athithi March, 2014. SETTING THE CONTEXT.

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Presentation on theme: "Final Report Project Athithi March, 2014. SETTING THE CONTEXT."— Presentation transcript:

1 Final Report Project Athithi March, 2014

2 SETTING THE CONTEXT

3 Meluha The Fern Taj Mahal Palace ITC Gardenia Fairfield Marriott Eros Hotel Crowne Plaza Bangalore Mumbai New Delhi    Female 4 Male 11 Indians 6 Foreigners 6 NRIs 3 GuestsHotels Demography

4 Profiles Common profiles of Business Travelers based on our study Observations: Americans and NRIs (who are exposed to American culture) prefer less human interaction during their stay in the hotel while the European travelers are fine with the interaction levels Foreign business travelers usually face an accent problem while interacting with most people - (e.g. hotel room service staff, cab drivers, etc.) Foreigners experience a culture shock because of the number of people and the high noise levels in India Many NRIs and Indians raised concerns over inadequate technology related amenities like: Wi-Fi charges, speed, and connectivity Overall, foreign Business Travelers are more focused on the quality of service while the Indians and NRIs are more focused on the hotel’s amenities Indian Business Travelers American and NRI Travelers European Travelers

5 The Typical Business Traveler Age: 39 – 55 years Exposed to multiple cultures Senior-level executives with years’ work experience Average Duration of Business Trip: 2-4 days Average Business Travel in a Year: days Mostly male Not very tech savvy, but appreciate basic technology such as Wi-Fi and network connectivity Although Business Travelers like personalization, they do not want it to be intrusive

6 The Persona of Business Travelers European – Henry Martin Henry Martin is a European Business Traveler who frequently travels to India and within Europe. He is very fond of India – the people and the culture. He gets to know Indian culture through his colleagues. He appreciates Indian hospitality and the quality of services at the hotel. He finds the hotel executives sincere and caring, intent on providing excellent services to the guest. He cooperates with elaborate security checks and fire drills because he feels that such processes make him feel more secure and safe. He loves the traditional Indian welcome at the hotel. American – John Doe John Doe is a typical American who is used to being independent (American culture) and prefers doing his own research on all aspects of travel (hotel details, local attractions, culture etc). As time is an important factor, he prefers quick and efficient services. He also cooperates in the security checks and fire drills as he finds them very important. NRI – Anand Rao Alluri Anand Rao Alluri is a second generation Indian immigrant who currently works in the Silicon Valley. He is able to strike a balance between the Indian values of culture and traditions and the American values of independence. So, he does his own research just as John Doe does on all aspects of travel, cooperates with security checks and fire drills, and likes the Indian welcome. As Anand is used to fast and efficient services in the US, he expects the same during his travel to India. Indian – Kapil Verma Kapil Verma in an Indian Business Traveler who is exposed to foreign cultures (western), and prefers to do his own research on all aspects of travel (hotel details, local attractions, culture etc). He does not like elaborate security checks and the traditional Indian welcome. He prefers fast and efficient service at all possible instances.

7 Key Problem Areas The major problem areas identified from the study are: In-room services Check-in In-room Services: Foreign guests, like Henry and John, usually face problems with respect to: 1)Food information 2)Portion size of the food 3)Accent Check-in: Indian guests, like Kapil, are usually dissatisfied with the check- in process in Indian hotels, because of: 1)Delays due to security procedures 2)Delays due to the traditional welcome 3)Other unavoidable delays in check-in like the room not being ready when he arrives at the hotel “To me the hotel experience went really well when I didn’t have to talk to the guest services.” Prab Singh, American

8 THE HOTEL PROCESS

9 Hotel   THE MENU

10 Booking People Individual Business Travelers Self-Booking Front Desk Corporate Travelers Agents, Company, or Assistants Front Desk Technology Phone Internet: Hotel Website and Research (Parameters: Proximity to work, loyalty programs, budget, etc.) Book Online Hotel Confirmation over & Phone May or may not involve the Traveler Company tie-ups Proximity to work Call or hotel for Booking Confirmation and follow ups through phone/ with company travel desk Process Individual Travelers Corporate Travelers

11 Guest View Hotel View Booking Individual Business Travelers Too many follow-ups by hotels after reservation for confirmation, preferences, and travel details Corporate Travelers While most corporate travelers do not view booking as a problem area, some of them have indicated that they are not kept in loop, leading to errors in reservation details What do guests want? Individual Business Travelers: Minimal follow-ups after reservation: A confirmation call is essential though Corporate Travelers: To be informed about modifications in reservation Sukanya Badri, Indian Communication gap owing to a layer of booking agents/company travel desks between the guest and the hotel Guest preferences that are not updated correctly in the hotel’s database because both the guest and the travel agent call the hotel What do hotels want? Updated information of guest preferences in the hotel’s database/CRM system “I was supposed to have had a reservation at the hotel…It was very late in the night - 8:00. I went in (hotel) and found that the reservation was not there... It was quite traumatic; somewhere somebody (office) messed up…” CORPORATE BUSINESS TRAVELERS are NOT AS INVOLVED in the BOOKING process as individual Business Travelers are. To enhance the experience at this stage requires a process change which has been captured in a later section

12 Airport Pick-up People Chauffeur Front Desk Concierge Airport Executive (in some hotels) Technology Phone Process List of guest arrivals for next day shared with the concierge and fleet management Concierge sends a text message to the guest with the driver, cab details, airport executive (if any), and hotel contact details Chauffeur waits at airport with placard having “Guest Name” or “Hotel Name” (owing to security reasons) Chauffeur guides guest to cab and offers refreshments before proceeding Best Practice Some hotels have hotel executives at the airport. There is constant communication between the concierge and the airport executive regarding the guest arrival – ITC Gardenia, Meluha The Fern, and Crowne Plaza (for VIPs)

13 Guest View Hotel View Airport Pick-up When hotel executive comes to receive the guest at the airport What do guests want? Hassle free transfer to the hotel Peter Lund Torjussen, European Guest poaching by rival hotels at the airport While presence of airport executives improves guest satisfaction, it is an expensive proposition for the hotel What do hotels want? Better coordination and collaboration between the teams at the hotel and airport (chauffeur and airport executive). “Met at the airport by Taj representative, no other hotel has done this…” Some FOREIGN GUESTS do not want their name displayed on the placard. Some hotels may have MULTIPLE PROPERTIES with the SAME NAME in the city, this might cause CONFUSION to foreign guests when the HOTEL PLACARD is used at the airport. Sameer Bharadwaj, Manager – Business Excellence, Taj “[The guests] also get poached by other hotels. They get unnecessary calls, because all you need to know is the hotel and the name of the person.“ State of Mind Fatigued Hungry Anxious Confused

14 Hotel Transit People Chauffeur Airport Executive (in some hotels) Technology Phone iPad Chauffeur and/or Airport Executive guides and accompanies guest to the hotel Process Best Practice Hotels usually provide the guests with some refreshments and reading material. The airport executive gauges the guest’s mood and informs the hotel staff of the same. If the hotel is a long way off, they enquire if the guest requires any food or beverages, and relay the same to the hotel staff. – Meluha The Fern The transit phase is not a significant phase in the Traveler’s experience

15 Guest View Hotel View Hotel Transit Difficulty in catching up with work, s, calls during transit What do guests want? Short and smooth travel Sreemathi Ramnath, Indian What do hotels want? Engaging the guests: Call Work Hotel Videos “I would like to catch up with work, friends and family during transit, if there is a way.” Most guests DO NOT READ during the journey, although the hotel provides reading materials in the car. Nivedita Avasthi, Room Divisions Manager, Crowne Plaza “That [hotel transit] is an area where we can think of something [improvements]…” What do guests do? Relax after their long travel Catch up with work (Phone or Laptop) Look out of the window State of Mind Fatigued Relieved Hungry

16 Hotel Arrival People Doorman Security Front Desk Executive Bell-desk Executive Concierge Technology Networked PC Scanner Printer IP Phones Process Best Practice In case of misplaced baggage, a de-stress kit with essentials is provided by the hotel – ITC Gardenia Security checks the vehicle; the baggage and guest are frisked The guest is welcomed based on the time of the day and his mood – usually a traditional Indian welcome is given to all the guests Check-in at front desk with ID validation process and confirmation of reservation Baggage is taken to the guest’s room by the bell-desk executive and the guest is given the key card VIP guests and guests arriving late at night are directly escorted to the room and in-room check-in is provided

17 Guest View Hotel View Hotel Arrival Delays in check-in even for frequent guests Preference mismatch in room allocation; ex: smoking v/s non- smoking Delays in baggage handling in case of group check-in What do guests want? Quick check-in Prab Singh, American What do hotels want? Guest arrival notification – includes preferences checklist Automation of the check-in process “This [photocopying passport] can be annoying, hotels tell the guests to leave the passport at the reception and it is returned to them once the photocopy is taken. Guests would prefer if they [hotel] can scan the passport…” AVERAGE CHECK-IN TIME at Indian luxury hotels is 2 MINUTES for express check-in, and 10 MINUTES for regular check-in. Gaurav Aggarwal, Director of Sales, Fairfield Marriott “At the time of check-in I give you a registration card. Everyone has the passport or photo-id that is taken from the customer and scanned. This one [check-in process] takes 5 to 7 minutes. So, that is something which technology can solve.” Most Indians guests do not like the fuss of traditional welcome, and elaborate security check and check in procedures The hotels have missed updates in their CRM system which leads to unprepared rooms and inconvenience to the guests Check-in times are improving especially for frequent guests/loyalty program members Foreign guests are more co-operative with security checks and traditional welcomes State of Mind Relief/Happy Hungry In a hurry Fatigue

18 Work People Chauffeur Front Desk Concierge Room Service Technology IP based phones Conference room devices (projectors, screens, speaker phones etc.,) In-room consoles (in some hotels) All requests that enable the guest to go about their business are usually received by the front desk The front desk redirects the request to the appropriate department for fulfilling the guest’s request Process The guest request is fulfilled Best Practice Personalized easy to remember Wi-Fi user accounts and passwords; ex: guest’s last name included in Wi-Fi – Marriott Single number – all calls go through guest service center, where the service executive take requests and pass them on to the appropriate staff members – Crowne Plaza

19 Guest View Hotel View Work Charges and password issues for internet Office-to-hotel transit issue – communicating with cab drivers is a problem Language or accent barrier comes into play when communicating with cab drivers Prab Singh, American Bandwidth is limited so they’re not able to provide guests with quality internet service What do hotels want? A cost effective network solution “It’s [internet] also annoying because you know it’s not much about cost to it… you get a special password and you have to renew it everyday” What do guests want? Free Wi-Fi across the hotel Proper and timely tech support If the requested conference room facilities are not available to the guest, hotels tend to hire from outside Rishi Mattu, Front Office Manager, ITC Gardenia “Internet is chargeable… the most common problem we have is the internet speed in India and charge... In most of our hotels…we outsourced it to ISP…His entire infrastructure is in place...so obviously he is charging us something…whatever he is charging we are charging the guest” INTERNET CONNECTIVITY and SPEED seem to be ISSUES in hotels ACROSS INDIA. While GUESTS are OKAY with LOWER SPEEDS, they are DISSATISFIED by DROPPED and patchy CONNECTIONS. State of Mind Focussed Stressed

20 Food & Beverage People Front Desk Room Service Order Taker Chef Technology IP based phones Conference room devices (projectors, screens, speaker phones etc.) In-room consoles (in some hotels) All in-room dining orders through the room service or the front desk are routed to the Order Takers. The order takers pull up the guest profile to check for any food related preference / allergy information Process The order taker helps the guest with the food options and passes it on to the kitchen. Best Practice Breakfast pre-order option to serve the guests quickly. – Crowne Plaza The food is delivered in-room. In-room Dining The waiter helps the guest order food The food is served at the table Restaurant Dining

21 Guest View Hotel View State of Mind Hungry Relaxed Confused (about food) Food & Beverage Delays in delivering in- room food orders. The in-room dining menu does not have sufficient information about the food (ex. portion size and ingredients). In some cases special preferences such as simple regional cuisines are not catered to Lalitha Indrakanthi, Indian Guests expect quick in- room dining service but it normally takes between 25 – 30 minutes. There is no way to engage the guests during the wait time Guest requirements are sometimes challenging in terms of speed of food delivery, especially during breakfast times What do hotels want? A digitized ordering system at the kitchen with appropriate notification (reminders, alarms for chef) mechanisms to enable prompt delivery of food and to avoid manual errors “In -room dining options can be improved… I feel sometimes the menu is too complicated… Keep it simple. They will not change the menu for you but there are times I ask for something simple as I want to eat simple plain curd rice in places like Chennai; it’s not a big problem... It could be some simple dishes on the menu rather than me asking for it.” What do guests want? Prompt delivery Hot, fresh and safe food Proper information about the food (portion size, spice levels etc) in the in- room dining menu Personalized and special care while taking food orders. Karthik, Food and Beverage Manager, ITC Gardenia “The average time (breakfast) of the corporate person… should not exceed 5 minutes. One challenging job which I always find is delivering the eggs – different variety, preparation of eggs at a particular time... Everybody wants egg preparation in 2 minutes...Guests want 5 minutes for breakfast” Delighting guests with special meals (eg., Millet Paratha) Packaged breakfast when guests are in a hurry Accommodating unusual requests – eg., Baby formula prepared to the exact specification Some FOREIGN NATIONALS face LANGUAGE and ACCENT BARRIERS when ORDERING in-room service.

22 Leisure & Entertainment People Chauffeur Front Desk Concierge Technology IP Phones Internet Process All requests pertaining to leisure and entertainment goes to Front Desk The Front Desk redirects the requests to Concierge team (Concerned Department) Best Practice Proper grouping of often used apps to cater to guest requests effectively – Taj Group

23 Guest View Hotel View Leisure & Entertainment Sreemathi Ramnath, Indian “There is no way of comparing the rates of hotel taxis versus local taxis. The hotel taxis are often terribly expensive.” Most of the GUESTS familiarize themselves with the LOCAL CITY through the INTERNET, COLLEAGUES, AND THEIR COMPANY. With this data, they also CROSS-CHECK/CONFIRM this data with the CONCIERGE SERVICES. Guest Relations and Concierge, ITC Gardenia “If there was a system through which we can interact with them [the guests] wherever they are; if they need anything they could send us a text or …” When travelling to local attractions or nearby cities, guests are forced to take the expensive option of using the hotel cab services Lack of in-room entertainment options apart from TV Vague information from the guest: Guests say they want to go to a shopping mall but don’t mention their price preferences; the concierge may suggest an expensive shopping mall that guests don’t like Accuracy in the information provided by the Concierge services most of the times: local attractions, shopping, acquainting with local culture, and nearby city trips Ability to cater to odd requests: elephant for proposing, Hindu priest for performing Indian sacred rituals at a local temple, and seeking feedback for quality of silk saris purchases (original vs. cheap imitations, or price) What do guests want? Choice to compare different travel options in a city, local transport details, traffic and route updates to plan the local trip effectively, and weather updates What do hotels want? A way to compare hotel and local cab services with pricing, customer reviews, and contact details Need for constant connectivity with guests when in car for local shopping, attractions, and cultural acquaintances State of Mind Cautious Relaxed Curious

24 Culture People Front Desk Guest Relations Concierge Chauffeur Technology IP based phones Internet Process Any requests pertaining to local food, clothing, attractions, and acquainting with culture goes to Front Desk The Front Desk redirects the request to Concierge team (Concerned Department)

25 Culture Language barrier when hotel executives, chauffeurs, or local shopping district don’t understand the guest’s accent or language What do guests want? For hotel executives and chauffeur to understand guest’s accent Some guests do not want too much attention: for instance, guests don’t like hotel executives hovering around to help with Baggage, Room Service, or while serving food SIGN BOARDS are usually displayed in ENGLISH which might be a problem for NON ENGLISH SPEAKING GUESTS. “A lot of times I don’t call down (front desk/room service) because I am worried I am not going to understand what I want... I will always go to a restaurant that I can book a reservation for on a website as opposed to calling up... that saves me 15 minutes of trying to explain and pronounce.” Prab Singh, American “Yes, all the time” (Language Barriers when dealing with cab drivers and hotel staff) Jefferson Cann, European “I am very fond of India, the culture, people, the way of living, attention.. What I appreciate about India is their outlook on democracy issues which are closer to my heart... Eagerness to move, improve... I like the energy” Peter Lund Torjussen, European Enjoy the Indian experience in terms of food, clothing, and other traditional aspects

26 Departure People Front Desk Executive Concierge Chauffeur Technology IP based Phones CRM/Database Printer Credit Card swiping Machine Best Practice Concierge team is updated on the check-out and enquires if the guest needs packed food, cab, etc. – ITC Gardenia Guest communicates intention of checking out to front desk the previous night Front desk sends the billing information to the guest Guest makes payment – room key card is left in the room Process Early Check-out Regular Check-out Handing room key card to the front desk Consolidation and handover of bills for all services Guest makes payment Airport drop

27 Guest View Hotel View Departure Lengthy check-outs (average check-out time is 5-7 minutes) What do guests want? In-room check-outs or mobile- check-outs in which guests can leave the room key card in the room and leave without going to the front desk Prab Singh, American What do hotels want? A facility through which the guest can directly book a cab from the room – These details are also visible to the Front Desk and Concierge “That’s (check-out) a pinch point... That’s something that can be improved on... I think that guests have a pretty set idea… particularly foreigners... It’s a very seamless process in US… Things like we need to wait till somebody checks on the Mini- bar. I always appreciate… when a hotel says ‘Did you have anything in the Mini-bar’ and I. [say]‘No’, and they believe me” Of all the stages, guests HARDLY EXPERIENCED ISSUES here and no billing issues Guest Relations and Concierge, ITC Gardenia “There are times when [a] guest comes and says he needs a airport drop [for check-out] at Reception and runs away… without knowing the room number, flight details, or if they need a wake up call. If this can be done directly from the room…” Incomplete information from the guest especially when they are in a hurry For example, guests say that they need cab for airport drop without other details such Room No., Flight details etc, which in turn makes it difficult to book a cab Express check- outs Quick check-outs State of Mind In a hurry

28 RECOMMENDED SOLUTIONS

29   Digital Assistant GPS Cab Locator Language Translator In-room Check- in In-car Engagement R-DOMS Process Change

30 Digital Assistant The Digital Assistant is an integrated solution that provides all the in-hotel amenities and services. We have suggested an “All-in-one” Digital Assistant solution instead of an “App” because most of our business travelers are not tech-savvy. An integrated solution will be well received and widely adopted. We have covered all the problem areas with respect to the hotel services through this solution. As you explore the Digital Assistant you will find the icon which will take you to an explanation of how it works and to which persona it will appeal the most. The icon will take you back to the Digital Assistant.

31 Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Cuisine › Chinese › French › Indian › Italian › Specials › Request Other ↓ Scroll Down ↓ Item 1 Description Item 3 Description Item 5 Description Item 2 Description Item 4 Description Item 6 Description  

32 Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Item 1 Description Spice level: Ingredients Portion Size Estimated Preparation Time Suggestions Order Now+ Add to TrayBack  

33 Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Order Details Item 1Quantityx RateAmount Item 2Quantityx RateAmount Total Special Preferences: Prepare with soy milk Place Order+ Add a dishCancel Saved Preferences: Saved Allergies:  Lactose  Peanuts  Gluten Special Preferences: This item contains Milk or Milk Products  

34 Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Order Details Item 1Quantityx RateAmount Item 2Quantityx RateAmount Total Selected Preferences: Prepare with soy milk Check on Order (Contact Room Service) Cancel Order Selected Allergies:  Lactose Real-time Tracking Estimated Time to Delivery: Order Placed Preparatio n (In Progress) PlatingDelivery  

35   Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Types › Dining › Entertainment › Historical › Shopping Place 1 Description Place 3 Description Tour Option 1 Description Place 1 Description Place 4 Description Tour Option 2 Description ↓ Scroll Down ↓

36   Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Place 1 Description Distance Estimated Time for Round Trip More images Compare Cabs + Add to TripBack See on Map

37   Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Back Hotel Cab Rates Class 1 Class 2 Class 3 See on Map Local Cab Rates Company 1 Company 2 Book

38   Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Connect to a hotel network Available networks: › Your roomMr_Guest › Hotel Public NetworkHotel_1 IT Support: › Quick-help GuideREAD › Contact SupportCALL Menu Available network details

39   Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Available network details Available networks: › Your roomMr_Guest User name: Mr_Guest_123 Please refer the password details given during check-in › Hotel Public NetworkHotel_1 User name: Guest IT Support: › Quick-help GuideREAD › Contact SupportCALL Menu

40   Digital Assistant ? Privacy In-room Dining Lighting Climate Control Local Attractions IT Support Hotel Services & Amenities Laundry & Housekeeping Concierge EMERGENC Y Operator Assistance Departure date: Time of flight: Do you need a cab?  Yes  No ConfirmCance l

41   In-room Check- in Room 2 Booked Room 1 Booked Room 4 Booked Room 3 Available Room 6 Booked Room 5 Booked Room 8 Booked Room 7 Available In-room Check-in – Portable Scanning Solution *Foreigners Regional Registration Office Send to CRM Send to FRRO*

42 GPS Cab Locator  

43 WatchListenRead Explore Live Traffic Check-in In-car Engagement  

44 Speech to Speech/Speech to Text This means: Hello! Welcome! Language Translator  

45 Room No. Order details Order time Delivery time Time left 1Item 1__ 2Item 23__ 3Item 25__ 4Item 3__ 5Meal 1__ 00:05:30 Real-time Digital Order Management System  

46 Solution: In-room Services (1/2) All-in-one Digital Assistant which can be either a device or work on the TV How it should work Provide options for all the hotel services (e.g. business services like booking conference rooms, in-room services like dining, laundry pick-up, cab services etc.) For e.g. In-room dining: The device should allow browsing of the menu, provide detailed description and information such as portion size, time for delivery, images Once the guest places an order for a dish, it should take him to a customized page which will pick up food related preferences from the hotel CRM The guest can then confirm/update the preferences against each food order, thus reducing interaction The delivery time of the food should be real-time considering the other orders in the kitchen The progress of the order should be updated as per the stages (order confirmation, preparation, plating, delivery) The application should also have an option to engage the guests while the order is being fulfilled, e.g. asking if the guests want some finger food or entertainment options on TV The console could probably send a notification to the guest that the food is on its way to the room

47 This solution is: A Problem Solver for Henry, John, and Anand An Experience Enhancer for Kapil A Problem Solver for the Hotel Solution: In-room Services (2/2) What it will solve? Reduced human interaction Prompt delivery of service with fewer manual errors (misplaced orders, misunderstood instructions, faster services) Order fulfillment that includes preferences of the guest Sets realistic expectations on order delivery which enhances guest comfort Improved guest experience What it will solve? Reduced human interaction Prompt delivery of service with fewer manual errors (misplaced orders, misunderstood instructions, faster services) Order fulfillment that includes preferences of the guest Sets realistic expectations on order delivery which enhances guest comfort Improved guest experience The problem now is that there are too many apps and I don’t pay attention to the ones that are not on my home screen. So I think instead of each hotel having an app for you to feed your preferences into, there should be a single app that they can tap into to get your preferences Peter Amalraj, Tech – Savvy Traveler, NRI

48 Solution: Check -in A portable scanning solution that can reduce the check-in time and enable hassle-free check-in How it should work It can be a device or an app that can be platform agnostic (Can work on a smart- phone/tablet) It should allow high resolution scanning/photographs of guest’s ID along with appending digital signature of the guest The device/ app will integrate with the existing backend system (CRM) so that the scanned info can be instantly captured and directly sent to the relevant government agencies in the relevant format (For e.g., File Type and Photo Size specifications) What it will solve? Enables swift check-in Trust factor is established since the guest does not have to part with important documents This makes every guest feel special Reduces paper work and hence scope for human errors Eliminates the need for costly and bulky scanners What it will solve? Enables swift check-in Trust factor is established since the guest does not have to part with important documents This makes every guest feel special Reduces paper work and hence scope for human errors Eliminates the need for costly and bulky scanners This solution is: An Experience Enhancer for Henry, John, and Anand A Problem Solver for Kapil A Problem Solver for the Hotel

49 Solution: Airport Pick-up While this is not considered a major problem by business travelers in our study, a GPS based solution which can work independently of the mobile network to locate the cab/chauffeur can enhance guest satisfaction and comfort. How it should work Pre-requisite: GPS enabled phone with the guest GPS tagged hotel car The map application at the guest phone should be able to pick up the hotel cab signal and guide the guest to the car What it will solve? Easy identification of the hotel cab. Eliminates anxious moments before getting into the hotel cab Saves time for the business traveler who is looking for simple and quick service What it will solve? Easy identification of the hotel cab. Eliminates anxious moments before getting into the hotel cab Saves time for the business traveler who is looking for simple and quick service This solution is: An Experience Enhancer for Henry, John, Anand, and Kapil An Experience Enhancer for the Hotel

50 This solution is: An Experience Enhancer for Henry, John, Anand, and Kapil A Problem Solver for the Hotel Solution: Hotel Transit A multi-purpose solution that can be a combination of an app and other entertainment options (TV shows or movies) along with real- time updates such as traffic, routes, and events in the city. How it should work Pre-requisite: A Wi-Fi hub that can be connected to the cigarette lighter in the car, thus making the car Wi-Fi enabled It should also provide real time information on traffic updates, routes, climate, and events happening in the city The guest should have entertainment options such as short video clips, movies, or music The chauffeur should be able to notify the pick-up status of the guest to the hotel using the app to expedite the check-in and room preparation This multi-purpose solution should be able to scan/photograph guest ID and be integrated to the hotel database/CRM (as discussed in the previous solution for check-in) What it will solve? Creates a Wi-Fi hub in the car so that the guest can stay connected. The guests can choose to use their own device or the hotel’s device during the transit. Creates opportunities for the hotel to engage with the guest. What it will solve? Creates a Wi-Fi hub in the car so that the guest can stay connected. The guests can choose to use their own device or the hotel’s device during the transit. Creates opportunities for the hotel to engage with the guest.

51 Solution: Work A self-help solution which provides basic information on connecting to the hotel network and also provides troubleshooting options. How it should work This can also be added to the Digital Assistant solution It should contain step-by-step explanations (with images wherever possible) to help the guest to connect to the correct hotel network It should also contain the list of possible errors and steps to resolve them The solution should provide an option to contact tech support (chat/call) in case the troubleshooting efforts of the guest fail The solution should send a notification ( /message) several hours before the password change so that the guest does not have to check with the front desk for the updated password What it will solve? Reduced human interaction Quick and efficient resolution of technical issues Pictorial representations will also help non tech-savvy business travelers Reduces strain on the hotel’s technical resources (by reduced number of complaints, elimination of false alarms for e.g. firewall at the guest device blocking the connection to hotel network) What it will solve? Reduced human interaction Quick and efficient resolution of technical issues Pictorial representations will also help non tech-savvy business travelers Reduces strain on the hotel’s technical resources (by reduced number of complaints, elimination of false alarms for e.g. firewall at the guest device blocking the connection to hotel network) This solution is: An Experience Enhancer for Henry A Problem Solver for John, Anand, and Kapil A Problem Solver for the Hotel

52 Solution: Leisure & Entertainment A solution/digital guide to help guests plan their leisure activities. This could be a part of the Digital Assistant solution mentioned earlier. How it should work The digital guide should list the top attractions based on various categories It could also be a collation of local attractions/places from various travel websites The solution should integrate with various travel options in the city enabling the guest to compare modes of transportation along with rates and reviews Once the guest chooses the place, the solution should help plan the best route with real-time traffic information and maps There should also be an option to call the concierge for clarifications/information or planning the activities What it will solve? Provide clarity to both guests and the hotel on the type of information sought. Resolves the Indian persona’s need for cost-effective options for their leisure and entertainment activities. Satisfaction of having gained local knowledge through self research. What it will solve? Provide clarity to both guests and the hotel on the type of information sought. Resolves the Indian persona’s need for cost-effective options for their leisure and entertainment activities. Satisfaction of having gained local knowledge through self research. This solution is: An Experience Enhancer for Henry, John, Anand, and Kapil An Experience Enhancer for the Hotel

53 Solution: Departure A solution for an in-room check out with features such as advanced cab-booking, packed meal, and carrying out other hotel formalities. How it should work This solution can be added to the Digital Assistant solution This should provide features such as booking the cab for airport drop, entering the departure date and time, or ordering a packed meal in case the guest plans to leave early These details should be sent to the Concierge Team and Front Desk for reconciling details and other check-out formalities wherever necessary What it will solve? Enables swift-check out Eliminates the confusion regarding the need for airport-drop as the name of the guest, room no, departure time, flight details are captured What it will solve? Enables swift-check out Eliminates the confusion regarding the need for airport-drop as the name of the guest, room no, departure time, flight details are captured This solution is: An Experience Enhancer for Henry, John, Anand, and Kapil An Experience Enhancer for the Hotel

54 Solution: Culture An app to help non-English speaking guests translate languages (both speech and text) in to the guest’s native tongue. It can later be made a default feature in mobiles. How it should work The app should be able to capture speech and translate it to the required language of the guest either through speech or text This should work both ways (from and to guest’s language) It should also contain speech to text and text to speech translation option This should also have a feature to capture images (e.g. signage) and translate them in to the guest’s language This app (smart phone/tab) should be integrated with the smart phone/tab camera The app should allow the guest to select the language for translation (e.g., Mandarin, Japanese, or Korean) The guest first opens the app and then focuses the camera on the sign boards and notices, which is then translated to the language that the guest selects The app should display the sign boards and notices translated in the required language What it will solve? Helps foreign guests who are not familiar with English (for example., East Asian business traveler) Removes the accent problem faced by foreign business travelers when they interact with hotel executives, chauffeurs, and others What it will solve? Helps foreign guests who are not familiar with English (for example., East Asian business traveler) Removes the accent problem faced by foreign business travelers when they interact with hotel executives, chauffeurs, and others This solution is: An Experience Enhancer for Henry A Problem Solver for East Asian /Non-English speaking guests An Experience Enhancer for the Hotel

55 Solution: Food & Beverage There should be a real-time digitized order management system in the hotel kitchen preferably a large digital signboard with various orders. How it should work This solution should capture details such as Guest Name, Room No, Order Details, Order Time, and Delivery Time It should also have a alarm feature for the chef, notifying the time remaining for order delivery. (For instance, if the delivery time is 20 minutes, an automatic notification for the chef after 12 minutes would be “8 minutes remaining for delivery”) Various color codes should be used for different stages of the food preparation (for e.g. green means within time, red indicates time is running out for preparation) What it will solve? Delayed food deliveries Misplaced orders (manual errors) What it will solve? Delayed food deliveries Misplaced orders (manual errors) This solution is: An Experience Enhancer for Henry, John, Anand, and Kapil A Problem Solver for the Hotel

56 Process Change Booking: Not too many follow ups but a confirmation to the guest Capturing preferences such as smoking vs. non-smoking rooms, food choices and allergies, newspapers and magazines, or TV channels Better coordination between the persona and the hotel along with the booking agent “One thing that I have always wondered is that can’t I have a meal of my choice? Even though I am booking one month in advance.... I mean online they could have asked me which newspaper do you read, what business magazine you would prefer, and also may be what shampoo do you use...." Raja Natesan, Tech - Savvy Traveler, Indian This solution is: An Experience Enhancer for Henry, John, Anand and Kapil An Experience Enhancer for the Hotel

57    Thank You  


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