Original: Li Sheng
Information technology is gaining more and more attention
For decades, information technology has flourished
I see that we have moved from era of computer Internet to era of mobile Internet and Internet of Things and are rapidly moving towards era of Internet of Everything
Formed a powerful force for change
Past
The hotel improves operational efficiency by automating manual operations, improves management capabilities through process changes, and implements electronic distribution via a global network
Now
In Age of Mobile Internet and Internet of Things
The hotel uses "SoLoMo technology (SocialLocalMobile) and Smart Sensor technology"
Get closer to your customers, listen to their voices, share cloud-based management best practices, and improve overall industry management
Using Big Data to Make Better Decisions and Rapidly Grow Your Business
More and more hotels are moving from labor-intensive to technological and smart
I'm making a module.
Example:
future
In era of Internet of Everything and AI, with AI, machine learning, smart objects, digital twins, immersive experiences, mixed reality, conversational platforms, edge computing
One more
If more new technologies emerge, such as blockchain, hotel management will continue to undergo disruptive changes
On such a large background
The value of information technology is recognized and appreciated by all
The positioning of IT department of hotel group has also been changed from traditional systems management and maintenance to business-oriented, i.e. with Internet thinking and advanced and mature information technologies
Continue to promote innovative hotel business models, optimize management system and transform marketing channels
And
Slightly larger group of hotels
The person in charge of IT is no longer a middle manager, no longer called a CIO, but becomes an executive director
Called as CIO or VP and reports directly to CEO
Access to highest level of decision making in group. The information system is no longer a technical tool whose main goal is to increase efficiency
Become a strategic asset representing core competitiveness of group
Hospitality today
All hotel groups have invested heavily
Creating various systems such as WIFI with full coverage, mobile application
Self-service equipment, room management system, central booking system, centralized purchasing system, revenue management system, etc.
Any problems with apps
However, in this process, many people miss a key point, namely "return on investment"
Current hotel market
Many hotels don't care about status quo
Whether you need it or not, watch others change system and change it yourself
It is built for construction, but forgets about original intention of investing in informatization, which was "obtaining cost-effective results with appropriate investments"
For example
Some old-fashioned hotel groups started informatization early and their systems are outdated, but they can meet basic needs
However, in order to keep up with trend, decision makers showcase their internet-thinking and technological business management
Based on a lack of overall planning and systematic thinking, concept was rushed into bidding and heavily invested in launching new system
But
The launch of new system did not lead to any significant improvementmanagement, nor to a significant improvement in business
Because business model and operating conditions have not changed qualitatively, this is just a system with more complete functions
There is a partial performance improvement, but it also brings new problems such as unstable interfaces. Advantages and disadvantages balance out, and huge investments are traded for almost zero effect, which makes these hotel groups very disastrous
Understood
Launching a new system
Consulting companies and IT vendors have made money, and hotel's IT department has also created 'performance', but not only has hotel management department not seen any obvious benefits
On contrary, due to IT cost-sharing, operational pressure becomes even greater. If you look at whole country, this seems to be a common occurrence, but it did not attract due attention from hotel managers
I watch market
A large number of investments in IT have not paid off, and one after another there have been cases of low-level overbuilding
What caused this result
I analyzed
There is nothing but following three reasons
One
CIO is incompetent, amateur pretends to be an expert
The most basic requirement for a competent CIO is to understand technology and business
Some CIOs
Not from hotel business, but transferred from a technical position in another industry or internet company
No bottom-to-top hospitality experience, and no deep understanding of hospitality business
But I am very confident and feel that hospitality business is not difficult and can be done quickly
In fact, this is not case. If you want to become an expert in hospitality business, then 10+ years of experience is clearly not enough
Besides, because I don't know business
This type of CIO is most likely to make following three mistakes
First
No distinction is made between importance and importance, too much focus on building infrastructure and core marketing tools, and not knowing how to build an end-to-end platform integrating marketing, service, and management
Second
Reinventing wheel is a waste of time and money to reinvent a mature solution that has been used in hospitality industry for several years
Third
An incomprehensible direction, unable to truly understand business needs of hotel, unable to grasp internal logic and laws of development of hotel industry, based on experience of other industries
Taking it for granted that some unreliable plans are being implemented, it's easy to make serious mistakes in direction.
There are even a few CIOs
I came from departmentand hotel business. I'm business savvy, but not tech savvy. I thought it was very simple, so I found a well-known international consulting company to find a solution
Let top three IT vendors in industry hit ground and you can succeed
So
These hypocrites were fooled by Party B, who chanted value slogans but really wanted to make money.
Unscrupulous CIOs have smashed piles of white money and built one tasteless system after another, which is frustrating
I think
One of most important responsibilities of a competent CIO is to pool resources of all parties
Perform overall layout and design of upper level "on your own", which should be up to sky and have a significant height and perspective
It is also necessary to stand on ground, which is quite feasible and practical
Instead of blindly listening to Party B movies or doing whatever you think
Unprofessional phenomenon
Building a system is like building blocks
There are many building blocks in market, and CIO must be able to choose them. You must understand that most powerful technology may not be suitable for you
Be able to adapt to current situation in enterprise, prescribe right medicines, formulate right plan and build right system
You need to be advanced, but not aggressive. So that you can distinguish which ones are real kung fu and which are embroidered legs
You need to know which parts of solution to buy, which parts to develop yourself, and how to combine them
Two
It's hard to find a good solution, we can only choose a higher one from shorter ones
Over past 10 years
Many hotels, especially high-star hotels, do not generate income
Insufficient IT budget has meant that products from local IT vendors cannot be sold at a good price
And this directly leads to a general lack of good R&D people in IT companies, especially great system architects and product managers
Exists
Imperfect research and development methodology
The study of hotel management mode and user experience cannot be systematic, thorough and future-oriented
As a result
Manufactured products are unsatisfactory, support for hotel business is not enough to effectively help hotel increase its income
The goal is to reduce costs and improve employee and guest satisfaction
The hotel is even less willing to spend a lot of money on purchase of system, thus forming a vicious circle
Danger
For business
Suppliers painted their products
Insert cloud computing, big data
All sorts of labels for new technologies, such aslike artificial intelligence, launched technological innovations in market one by one. It seems they really reached this height
Let CIOs choose one of these products
You can only choose high among low ones, no matter how you choose, there are many problems
Three
Promotion is not effective, system is not fully functional, no matter how good system is, if used incorrectly, it will not be able to win back its value
For example
The PMS has a "customer preference management" function
Preferences discovered by hotel staff can be synchronized with other hotels through system
When a guest stayed at another hotel, he was pleased to find that service of staff was very in line with his habits
Such a basic function
If all employees of all hotels in group use it according to same rules, quality of service will improve significantly
Customer satisfaction and repeat purchases
Unfortunately, this is not case. Some groups of hotels lack effective management of guest preferences.
Employees either forgot to enter customer preferences into system in time, or mistakenly replaced invalid preferences with real preferences
But no matter how simple and low-level system is
Combined with effective work rules, this can also play a role. We often mistakenly focus on building system
And lack of sufficient attention and investment in operation of system
For example, use of rule formulations, training, checks, etc., which significantly reduces effectiveness of system
Therefore
Some groups of budget hotels
Relatively good job promoting system
Although their system is simple, it is only suitable for basic applications, not advanced ones, but it can be effectively promoted
A certain effect has been achieved, indicating that system should be built in three parts and used in seven parts
What I said
Incompetent CIO, unskilled technical solutions
This does not replace promotion of application, as a result of which technology becomes more popular
Buy a shop to build a system, everyone boasts of experience, but it's a scene of false prosperity with no obvious payoff
Then
How to fix this situation?
The changes I see are in
About 2017, there were some changes in hotel market
I remember
Early 2017
Trip
Easy Living hotel strategy released
Introduced self-selection, express check-in, self-check-inand departure
Many new technologies such as intelligent customer management
Ctrip doesn't seem to be content with just bookings and marketing
Start by connecting smart devices, docking or replacing PMS
Join hotel's intercom to increase control over hotel's resources
What previously guests could only do on official website of hotel, in future it will be possible to do on Ctrip
Later
near future
Guests can do more than just search for hotels on Ctrip
When booking a room, you can also check in in advance, choose a room yourself and open door with your mobile phone immediately upon arrival at hotel
Set up air conditioning and lighting, just check bill on your mobile phone and pay before leaving
Leave comments and share information after check-out, you can enjoy all services before check-in, during check-in and after check-in
Later
Ali does this too
Referred to as largest hospitality technology provider in China
Collaboration with Shiji
On one hand, continue to control Internet resources, on other hand, plan future hotels
However
Influential hotel groups are also taking action
Start making "platform layout"
The night after that
Two new companies entered market
One is called "WeHotel" and other is called Mengguang
I noticed
The first one is actually Jinjiang Group
Product of strategic transformation "Internet+"
Platform company with $10 billion target market value
Last product is Huazhu Group's IT corporatization product
Technology company with a target market value of 30 billion yuan
I spent 17 days analyzing
Their goal is to platform existing IT systems
On one hand, to compete with OTA
On other hand, export your own management capabilities and core resources through platform to create new revenue opportunities
Follow trend
Knowledgeable hotel management software vendors are also pursuing a platform conversion of older products with great fanfare
For example
There is an old manufacturer "PMS" Hangzhou Green Cloud Technology
Upgraded his PMS to cloud and partnered with many technology companies to jointly build an end-to-end technology platform
How to play
It formed a whole new industry trend
OTA extends from marketing side to internal hotel services
Hotel group moves from in-house hotel services to marketing platform
Software service providers start with a management software platform
In end, everyoneand will lead to same goal, forming an integrated platform that combines "marketing + service + management"
Next
The resulting overarching platform will be
"Heaven and Earth"
Capture entire guest journey and entire hotel lifecycle
It contains "content, marketing, management, maintenance"
"complete and intelligent"
Industry platform
As they say
"day"
This is an online platform based on Internet technologies; so-called "earth" is a smart hotel based on Internet of things and intelligent hardware technologies
Actually
This platform
This will effectively solve problem of non-obvious IT ROI
First
The platform is co-created by one or more powerful companies in industry, all of whom understand hospitality business
It is convincing in terms of enterprise scale and business efficiency and is generally recognized in market
Therefore, R&D funding is not a problem, nor are management ideas and R&D methodology contained in system
Next
This platform is used by industry, not just hotels, so construction and operation costs can be effectively separated
Improve overall industry efficiency and wealth creation
Finally, platform is rented out on a daily basis and hotel investments can be made within its capacity, step by step
Sure
To achieve this goal, China's hotel industry still has a long way to go to establish one or more high-quality industry platforms
This will be a system project
>There is a lot of time-consuming, time-consuming and costly work to be done
Example:
Set a single industry standard for coordinating and integrating multiple resources, summarizing and sorting best management practices, etc.
I thought about it. I'm also looking forward to it
If
One day in future, such a virtuous circle may form
The industry platform continues to leverage latest technology to drive innovative business models, improve operational efficiency and deliver significant value to hotels
So that hotel can allocate enough funds for IT
Support continued improvement of industry platform so that Chinese hotels continue to reach new heights with latest technology
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