Technology Essay | EssayIvy.com

Running head: TECHNOLOGY 1

Technology Essay

Name

Institution

TECHNOLOGY 2

Technology Essay

A pivotal component of an effective service hotel is offering services that address the

basic guest needs. Inability to meet such guest demands can negatively affect the general

perception of the hotel’s customer service as well as that of the property (Noyola, 2008). It is

hence critical to understand the modern technologies used by contemporary hotels in their efforts

to meet the dynamic demands of their customers. Today’s hotel industry seeks to offer the

greatest guest experience while also minimizing the cost of doing so. According to Jeong, Lee, &

Nagesvaran (2016), while realizing this goal may be a problem to most hospitality industries, the

solution may just be under their noses. Making use of mobile solutions to address and meet the

needs of guests is an effective and efficient way of personalizing the guest experience while at

the same time, minimizing the cost. Contemporary hotels can make their guests feel extremely at

home with simple practices such as employing the use of HotSOS, GoConcierge, Oracle

Hospitality OPERA, and ALICE.

Hotsos Technology Trend

Hotel Service Optimization System is software aimed at helping hotels boost guest

satisfaction. The software has a guest call assistant, which provides staff with an overview of

information about the guest during the phone call. Such information includes guest preference

and stay history (Noyola, 2008). The order console of the system enables the staff to establish

and update service orders, while also allowing the front desk staff to be aware of guest

preferences and their past stay information as they arrive. The software has a trilingual

interactive voice response that is integrated to the phone system of the hotel to allow it automate

reports about customer trends while also giving room for real-time integration with numerous

popular systems of property management (Jeong, Lee, & Nagesvaran, 2016). What is more,

HotSOS provides users with information on their mobile devices and gathers a list of service

orders that are then prioritized on the basis of customizable factors such as VIP status, stay

history, and occupancy (Noyola, 2008). To further boost guest satisfaction and efficiency,

several hotels are adopting mobile hotel service optimization systems. Such mobile systems not

only serve to streamline maintenance and housekeeping tasks across the property but also offer

real-time information on the availability of guest rooms to the guesthouses’ front desk, thereby

allowing hotel staff to operate more efficiently.

How Hotsos Benefit the Guest

HotSOS is extremely beneficial to guests by ensuring efficiency, guest satisfaction and

reliability.

Efficiency

Due to the automated dispatch of guest requests, the system reduces wait times, thereby

increasing efficiency. This factor make the software a good communication tool for the guest

since it eases the process of communicating guest concerns, issues, and requests (Noyola, 2008).

For the guests’ sake, the system makes it easy for maintenance staff, housekeeping staff, and

front desk to be on top of things to ensure the guests get the best service in time.

Guest Satisfaction

TECHNOLOGY 3

HotSOS ensures guest satisfaction by streamlining maintenance and housekeeping tasks

across guestrooms, and by providing real-time information regarding the availability of the guest

rooms (Noyola, 2008). This feature ensures that both hotel staff and management are on the floor

to offer best services to their guests, who hence attain satisfaction.

Reliability

HotSOS is reliable as the guests only need to use of mobile solutions for their needs to be

met in an effective and efficient way. The system has a multi-lingual interactive voice response

that is integrated to the phone system of the hotel to allow it automate reports about customer

trends, further boosting its reliability

Why Hotsos is Useful

In my view, hotel service optimization system is useful and its benefits are clear. It is for

this reason that hotels are increasingly adopting the use of this technology. To begin with, the

system enables hotel staff to use smartphones and tablets to submit maintenance issues, receive

tasks, and access vital information in real-time (Jeong, Lee, & Nagesvaran, 2016). Additionally,

the system allows the hotel staff to gather and transmit valuable information from any point on

the hotel premises. Since the mobile devices are versatile, the hotel staff is able to capture images

of guest rooms and notify other members of the team in real time and track labor time. Besides,

HotSOS is efficient as it delivers information within a very short time. As a result, they are both

labor and cost efficient. While the system does not cut staff, it can do things that the staff should

have been doing, for instance, inspection and callbacks, more efficiently. Moreover, the system

helps assign maintenance and housekeeping tasks efficiently and evenly. As a result, hotels are

able to save some housekeeping positions through the use of the system to improve efficiency in

cleaning rooms. The reason is that with HotSOS, housekeepers are automatically reallocated

other rooms to lean, unlike in the past when they could be assigned to clean guestrooms that did

not require service.

Negative aspects of Hotsos and how to improve the Trend

While HotSOS is beneficial to both guests and hotel staff, it has some negative aspects

that need improvement. To begin with, it requires wireless connection, implying that if you lack

Wi-Fi, you cannot receive anything. Additionally, HotSOS has very many symbols. As a result,

getting used to all HotSOS features require time and training (Noyola, 2008). Moreover, the

HotSOS interface is sometime laggy and slow. Consequently, there is need to improve the

system by making it possible to use even without wireless connection, making it easy to use by

reducing the number of symbols, and improving its interface to make it faster.

GoConcierge Technology Trend

GoConcierge is one of the greatest guest service software systems that are reforming

communication services at several top hotels worldwide. The system is majorly used for task

tracking, particularly in restaurant reservations (Bulchand-Gidumal & Melián-González, 2015).

To use GoConcierge guest task calendar, hotel staff or management have to log and track guests

as well as other tasks and requests easily and quickly. With only a few clicks, the various tasks

can be entered and consequently located. Since the calendar is often color coded, it is normally

TECHNOLOGY 4

easy to highlight closed, pending, and open tasks. With the help of opera interface, hotel

associates are able to populate tasks then put in messages at a faster rate. GoConcierge’s

interface connects the guest to the guest’s activity while also saving time needed to populate

information. The system also allows for faster generation of maps, itineraries, and point-to-point

directions.

How GoConcierge Benefit the Guests

The benefits that guests accrue from GoConcierge include easy communication by means

of texting, efficiency, and satisfaction.

Easy Communication by Texting

The text messaging option in GoConcierge’s calendar is a key element that is most

commonly used. Guests are able to send instant messages to the hotel’s cell phones. Once the

recipient replies the text message, the response automatically reflects in the calendar as a

flashing message, thereby alerting the concierge to enable the guest request to be addressed

quickly (Bulchand-Gidumal & Melián-González, 2015). The ability of the hotel staff to

communicate effectively with the guests has increased dramatically, thanks to GoConcierge. The

reason is that a large number of guests are business people and conference goers who have high

expectations with regards to technology, and expect hotel management to provide fast online

services.

Efficiency

The guests have all the tools needed for him or her to be assisted on the GoConcierge

screen. The tools include quick links to the sites that are most frequently accessed. What is more,

the GoConcierge has a customized location database that enable guests to quickly nearby

attractions and restaurants (Bulchand-Gidumal & Melián-González, 2015). Additionally, with

the implementation of GoConcierge, the number of people waiting in line has significantly

reduced due to the efficiencies provided by GoConcierge. It is extremely rewarding to learn that

the system has had such an immediate positive effect on busy hotels across the world. The ease

of generating maps and point-to-point directions is useful to guests since they usually ask for

directions to various destinations (Bulchand-Gidumal & Melián-González, 2015). There are also

many valuable reports available for guests in GoConcierge system, boosting efficiency in

services required by guests. .

Satisfaction

Hotels that embrace the capabilities of GoConcierge attain guest satisfaction. The reason

is that such hotels can spend more attention and time on the guests, translating into a greater

level of guest satisfaction as well as an improved overall guest experience. What is more, the

customized location database found in GoConcierge allows the hotel staff to quickly identify the

ideal places that guests may be looking for (Bulchand-Gidumal & Melián-González, 2015). The

software also makes it easy to add comments to each location’s profile, thereby enhancing guest

satisfaction.

Why GoConcierge is Useful

TECHNOLOGY 5

GoConcierge is a useful system for various reasons. To begin with, one is able to log

things much faster, and find useful information about guests and hotels much easier. With this

regards, the system provides fast access to vital reports. The reason is that buttons on the

system’s screen connect directly to hotels, airline sites, ticket brokers, among other sites that are

frequently visited. Additionally, reports available in the GoConcierge provide information about

reservations made for a particular site as well as external attractions and restaurants (Bulchand-

Gidumal & Melián-González, 2015). The reports also give insight into staff scheduling and

productivity. With the aid of the application, reports can be sent to any department. Importantly,

GoConcierge is made use of in any environment in which information is to be tracked as part of

a client’s experience, with the prospect of further expansion of the application’s capability

seeming likely.

GoConcierge is overall a great tool of communicating between various departments. In this

sense, it ensures that the level of service in a particular hotel is dependable.

Negative aspects of GoConcierge and how to improve the Trend

As a start-up, GoConcierge requires individuals to be resourceful and self-starters. You

have to figure out everything since nothing is handed to you on a silver plate. Additionally, it can

be challenging to limit your focus as a customer due to the level of interest in the services

offered. Guests can also be faced with unrealistic expectancies as founders may be extremely

involved in tasks that are not relevant.

Oracle Hospitality OPERA Technology Trend

Oracle Hospitality OPERA refers to a business platform, majorly dealing with hotel

distributions and operations. The platform provides the wide-ranging capabilities that hotels

require to improve guest experiences and enhance operating efficiency (Farooq et al, 2016). The

platform is secure, flexible, mobile, and scalable, hence ideal for hotel operations as well as

distribution. Oracle Hospitality OPERA offers key property management abilities, which extend

to address the operational requirements of hotels, both small ones and big ones (Farooq et al,

2016). Several certified interfaces to other third party business applications makes it possible to

integrate Oracle Hospitality OPERA with a hotel system for smooth, linked, and technologically

advanced processes. Importantly, Oracle Hospitality OPERA enables hotel managers to swiftly

respond to varying market conditions while also increasing the rate of innovation (Farooq et al,

2016). In doing so, the platform reduces the complexity and cost of the hotel’s IT infrastructure.

The platform manages the whole cloud solution, ranging from the server to the application,

giving the user an opportunity to focus on his or her core business, which is, delivering greater

guest service.

How Oracle Hospitality OPERA Benefit the Guest

Delivering Exceptional Guest Experiences

Oracle Hospitality OPERA has a rich functionality as well as a powerful database that

enables guests to receive personalized experiences while also ensuring that their individuals’

preferences are recorded and stored. This enables the hotel staff to quickly access and retrieves

such information when a previous guest gets back to the hotel (Farooq et al, 2016). The platform

also gives guests an opportunity to be served anytime, anywhere, with the help of mobile-

enabled services of property management.

Engaging with Mobile Technology

TECHNOLOGY 6

Mobile technology has increasingly changed the manner in which businesses interrelate

with their clients. In light of this, the Oracle Hospitality OPERA platform has given guests an

opportunity to extend their systems to mobile devices (Farooq et al, 2016). The guests can

receive staff from behind the front desk, enjoy short queues during busy times, enjoy services of

improved housekeeping, and overall enjoy an entirely new level of VIP services as well as

check-in at various locations such as airports en route to the hotel.

Increased Efficiency

The platform can be integrated with other additional third party systems as well as

modules to help guests enjoy operational efficiency while also reducing manual administration.

According to Farooq et al. (2016), through loyalty programs and applications for event

management, Oracle Hospitality OPERA gives guests an opportunity to benefit from integrated

technology systems that serve to make their experiences more efficient.

Why Oracle Hospitality OPERA is Useful

Oracle Hospitality OPERA is a useful platform due to a wide range of benefits it has on

both the guests and hotel businesses. The hotel investors are rests assured with security as well as

compliance of payment card. Being the world’s greatest hotel management platform, security is

highly prioritized. Using Oracle Hospitality OPERA also, help companies save their time and

money while also enabling them safeguards the integrity of their brand and reputation (Farooq et

al, 2016). Besides, for your hotel staff to be empowered to consistently provide exceptional

guest experience, hotel managers have to provide their staff with access to systems that operate

all day, on a daily basis while also offering accurate hotel and customer information. The oracle

platform is used by numerous hotels worldwide, implying that the staffs hired are more likely to

be familiar with this software, giving the company an opportunity to reserve more training time

not on the system but on the quality of service.

The platform is also suitable for hotel operators with more than one property as it has the

ability to scale numerous hotels across the world. Importantly, Oracle Hospitality OPERA

provides the most complete functionality to hotels, with regards to rate management, enabling

hotel investors to modify their rates to match their business as well as the ever fluctuating

circumstances in which they operate (Farooq et al, 2016). For instance, the platform simplifies

rate management, making sure that the business team is given the ideal tools for realizing

business objectives. What is more, the application allows the reservation teams to set appropriate

rates for guests across the world as well as opportunities to maximize profits.

Negative Aspects of Oracle Hospitality OPERA and how to improve the Trend

The major negative aspect of Oracle Hospitality OPERA is that it does not provide

compliance with payment card industry standards. The implication is that one has to complete an

extensive audit process, using systems that may not pass (Farooq et al, 2016). It is therefore

important to make improvements in this regard to further boost the efficiency of the software.

Alice Technology Trend

ALICE is a hotel operations platform, which connects guests and staff. It is a cloud-based

platform whose main objective is to connect different hotel departments, for purposes of

promoting staff communication as well as addressing guest requests (Chathoth, 2007). The

TECHNOLOGY 7

platform consists of ALICE staff, a management solution in which requests are communicated

and incidents resolved within various departments. What is more, the platform is made up of

ALICE Concierge, which is a tool that tracks tasks to ensure that hotels and their staff are kept

organized. Alice guest, another component of the platform, serves to enhance engagement with

guests by allowing guests to message by text or application (Chathoth, 2007). ALICE is

commonly known as an award-winning platform for hotel management, whose task is to

integrate with other systems for purposes of helping with task management, internal

communication, as well as guest engagement. The platform links all departments into one

operations system to ensure that the team is more efficient and committed to providing superior

customer service.

How Alice Benefits the Guest

Efficient

By connecting all the departments of a particular hotel with one operations platform,

Alice benefits guests by ensuring effective communication between them and the hotel staff.

What is more, by ensuring that the staffs work as a team, the platform ensures that guests receive

excellent services (Chathoth, 2007). This is made possible by bringing together the hotel’s front

office, maintenance team, concierge team, housekeeping team, to connect with the hotel guest

with text messaging and application tools.

Convenient

The platform enables hotel guests to use an application on their smartphones to make

orders or requests for services from a particular hotel management. The guests may use both

SMS and the Alice apps on their phones to make such requests, for instance, taxi

accommodation, maintenance work, restaurant reservations, room service, as well as other

services and items (Chathoth, 2007). As such, the platform creates a complete cost saving,

communication avenue that ensures that the demands of guests are met effectively and

efficiently. The ultimate result is an enhanced guest experience and a connection with all sectors

of the hotel that ensures that guest service is simplified, consequently rendering it cost-effective.

Reliable

Alice platform is reliable since the guests only need to use of mobile solutions for their

requests to be addressed in an effective and efficient manner. The system has various

departments that ensure that the guests are attended to round the clock, provided they

communicate via SMS or app (Chathoth, 2007). What is more, the reliability of the platform is

enhanced by Alice guest, another component of the platform, which serves to enhance

engagement with guests by allowing guests to message by text or application.

Why Alice is Useful

ALICE is an extremely useful platform essential product is a work process administration

framework that is utilized by hotel staff to track, dispatch, track and implement all orders and

correspondence. The platform item is utilized as a hierarchical instrument for hotel

administration as it gives them the capability to organize, record, and review information on one

platform. It permits different hotel departments and frameworks to communicate specifically

through the platform while offering administration the capacity to screen the life cycle of any

given undertaking

TECHNOLOGY 8

In addition, the platform is equipped with a guest service unit that enables hotel visitors

to speak with hotel staff utilizing either a white-mark or ALICE-marked application on their cell

phone (Jeong, Lee, & Nagesvaran, 2016). The application enables visitors to ask for services and

products from hotel personnel and has been depicted as a "computerized attendant." Room

service, supper reservations, taxi facilities, spa reservations, product requests, support

administration, and more, can be planned or asked for by means of ALICE's application. What is

more, the platform utilizes web and SMS choices to take into consideration more extensive

correspondence amongst visitors and staff.

Moreover, the ALICE platform is accessible as specific programming and versatile

applications for your staff (ALICE Staff), your attendant (ALICE Attendant) and your visitors

(ALICE Visitor). Every module can be incorporated with your PMS and outsider administration

frameworks. ALICE's accomplices incorporate 3-5 star free and managed hotels, residential

houses, vacation rental houses, as well a concierge businesses seeking to offer superior services

by use of mobile staff technology as well as guest communication channels (Jeong, Lee, &

Nagesvaran, 2016). Besides external specialist organizations use the ALICE Programming

interface. Importantly, Moreover, the splat form helps assign preservation and housekeeping

tasks professionally and evenly. As a result, hotels are able to save some cleaning positions

through the use of the system to improve efficiency in cleaning rooms

Negative Aspects of Alice and How to Improve the Trend

Alice app for smartphones lacks many functions in comparison to that for PC. Therefore,

in order to modify or create some forms of tickets, one needs to get to a PC. This limits its

effective use to individuals with PCs. The app for smartphones is also not identical to that on the

PC. Additionally, it is impossible to modify guest requests. Therefore, in case there is a mistake

or a change of plans by guests, the only option is acquiring a new ticket. Lastly, it is problematic

to get the app in other languages such as Spanish. To improve this trend, it is recommended that

the app used in PCs be made to match those used in smartphones for compatibility. Guest

requests should also be modifiable to avoid inconvenience in case of an error.

Best Software of all

For hotels, identifying the most appropriate software fit is of great significance. The

reason is that without the appropriate solution, you will not only waste your money but also your

time. These are important resources that take away from companies their customers while also

barring them from providing exceptional guest experiences. Of all the software discussed above,

I believe that oracle is the best and can work well within various settings. The superiority of the

software is derived from the number of users, social platform popularity, and number of

customers (Jeong, Lee, & Nagesvaran, 2016). What is more, oracle is the most superior software

of all the four since it understands the needs of independent hotels, and powers both large and

small hotels. Additionally, unlike the other software, oracle is a scalable and comprehensive

solution that exists in three levels, namely lite, standard, and premium. Besides, it is available for

both installed and cloud deployment, to be used by chain hotels.

In summary, with so much concern over the increasing competition and distribution

battle in the online booking players, hotel industry can easily lose track of the major objective of

hotel and hospitality, which is offering exceptional service to guests. To provide great service

and compete favourably in the contemporary high guest demands, hotels have to deliver

TECHNOLOGY 9

outstanding operations, with the help of appropriate technology. Making use of mobile solutions

to address and meet the needs of guests is an effective and efficient way of personalizing the

guest experience. By adopting the use of various systems and platforms into their daily

operations, hotels can potentially access a new set of prospects and opportunities. For instance,

the use of online platforms such as HotSOS, GoConcierge, Oracle Hospitality OPERA, and

ALICE can influence the whole hotel staff to be guest-service oriented while also promoting a

deep knowledge of guest preferences. Through one-on-one interaction with guests, hotels can

offer consistent and personalized touch. By making the services digitally available, the eventual

guest experience can be improved. As this happens, the hotel will also be provided with new

opportunities for earning more revenues. Importantly, by creating an open integration,

guestrooms can start influencing external investors much profounder in their business offerings.

With the use of software and online platforms, limited stay hotels are able to provide room

service as well as concierge experiences without hiring extra staff. Similarly, luxury hotels are

able to directly connect with special tour providers without necessitating everything in house. A

property is also given an opportunity to provide guests with a reliable experience by networking

with the vendors, thereby improving the brand promise. Most significantly, the platforms enable

hotels to benefit from improved operations, giving them an edge of their competitors.

TECHNOLOGY 10

References

Bulchand-Gidumal, J., & Melián-González, S. (2015). Information Technology (IT) in Hotels: A

Full Catalogue.

Chathoth, P. K. (2007). The impact of information technology on hotel operations, service

management and transaction costs: A conceptual framework for full-service hotel firms.

International Journal of Hospitality Management, 26(2), 395-408.

Farooq, T., Ault, M., Portugal, P., Houri, M., Hussain, S. J., Czuprynski, J., & Harrison, G.

(2016). Oracle Database Problem Solving and Troubleshooting Handbook. Addison-

Wesley Professional.

Jeong, M., Lee, M., & Nagesvaran, B. (2016). Employees’ use of mobile devices and their

perceived outcomes in the workplace: A case of luxury hotel. International Journal of

Hospitality Management, 57, 40-51.

Noyola, S. (2008). A Review of the HotSOS implementation at the Mandalay Bay Resort and

Casino.

Place new order. It's free, fast and safe

Paper type

Deadline

Page count

550 words

Total price: $ 15.00

Our customers say

Jeff Curtis

USA, Student

"I'm fully satisfied with the essay I've just received. When I read it, I felt like it was exactly what I wanted to say, but couldn’t find the necessary words. Thank you!"

Ian McGregor

UK, Student

"I don’t know what I would do without your assistance! With your help, I met my deadline just in time and the work was very professional. I will be back in several days with another assignment!"

Shannon Williams

Canada, Student

"It was the perfect experience! I enjoyed working with my writer, he delivered my work on time and followed all the guidelines about the referencing and contents."