The IT landscape of many Swiss hotels is characterised by numerous small systems that function well in isolation and fulfil their purpose. This is a finding from various conversations with Swiss hoteliers.
The challenge is that some of the systems are getting on in years and are not flexible enough, especially in interaction with other systems. On the one hand, there is a lack of easy access via the internet and interfaces for the mutual control of functionalities by other systems.
This makes it impossible to offer guests – where necessary and useful – an integrated digital customer experience and to provide staff with efficient tools for doing their work. Monitoring and controlling processes is also hardly possible without effort.
Overall, customer satisfaction, as well as employee satisfaction, can hardly be optimised on this basis.
Approach and steps
Within the framework of a project in the Booster, it is to be examined how the challenge of a fragmented IT landscape of Swiss hoteliers can be solved.
The second step is to create a concrete overview and understanding of the situation by analysing the IT architecture of selected hotels and corresponding representatives from the Booster community. To identify gaps and potential, this can be laid against a process blueprint based on the customer and employee journey. This allows the identification of key action points.
The second step is to generate (technical) options for solving these action points. Here again, the community and technical solution providers are in demand. The project is not intended to benefit a single company, but the sector as a whole, which is why financial support should be applied for for the implementation project.
Benefits of an integrated IT architecture
- Higher value of the customer life cycle due to higher customer satisfaction and retention
- Increased efficiency and the ability to monitor and control processes
- Higher revenues due to improved service quality and the possibility of data-based offers
Participate?
We are looking for hoteliers and interested parties who share this challenge or can contribute to the solution. The initial aim is an exchange and participation in workshops, there are no direct monetary costs. If you are interested, please send an e-mail to ueli.schneider@hotelleriesuisse.ch