Fairfield by Marriott Ahmedabad: The need for seamless technology

Technology has become key to successful guest services and operational efficiency in most organisation. Fairfield by Marriott Ahmedabad (unit of Duet India Hotels) has taken steps to keep itself in sync with their guest’s needs. Sanjiv of WOH News spoke to the IT team of the hotel to get their insights on critical technology and the investment required for seamless hotel operations

Mahesh Pawar
Cluster IT Manager,
Fairfield by Marriott Ahmedabad, a unit of Duet India Hotels

Technology and the seamless experience?

The need for seamless technology is not only important, but also provides competitive advantage to a hospitality company over others. In the need for sheer saving of time and providing contactless services, technology is playing a very important role in all spheres of a guest’s stay.

For example, the use of QR code and URL links for placing F&B orders, hotel information, pre-arrival registration and providing ease for making payments have been widely used in the past one year in almost all hotels. Ensuring the guest is able to interact with someone at their convenient time, even if it is during his breaks in office, the hotel companies are implementing customer review platform which allows them to provide feedback not only after their departure but even before a guest arrives and during their stay. Providing flexibility and liberty to communicate at will allows guests to open up and offers us an opportunity to provide them a seamless experience.

 What kinds of technological developments are critical for hotel operations?

Most of the hands-on technology which can be implemented in an economical or a mid-market hotel and at minimum expenditure can be looked into. Implementing such software to design contactless services doesn’t disturb the employment generation in the hospitality industry and still makes guest services simple, and easy to track and manage.

These technological advantages may continue post-Covid era and should contribute to our bottom lines and better GOP at the end. This also helps create a positive perception of the hotel in guests’ mind thereby developing guest loyalty and patronage in the long run.

The new hotels can implement VRV system in HVAC and avoid the traditional centralised HVAC model. This allows flexibility in operating air-conditioning of any selected areas looking at the requirements. The AI (Artificial Intelligence) will be a revolutionary technology in coming days for the hospitality which can take care of many guest requests through robots making our housekeeping services more efficient and easier. This technology can also be used to bridge the communication gaps between guests and the hotel management, and will also address their entertainment needs. There are many technological platforms available in the market and the hotels can go for what can be for immediate use, keeping in mind their budgets, which can be effective to offer long-term success.

Subhransu Jena
Information Technology Specialist,
Fairfield by Marriott Ahmedabad, a unit of Duet India Hotels

How critical is technology for keeping hospitality operations sound in today’s scenario? 

Technology is advancing at a faster pace than ever before, and this is changing both the expectations of patrons as well as the way in which the hospitality industry conducts its business. The first step of social distancing to avoid the Covid-19 is contactless or touchless communication like web check-in, phone order, QR Menu, mobile key card, and many more.

What steps have you taken to address customers’ concerns that are technology-driven?
We use several tools like data management and analytics, and insight driven processes. With the economy in recession, customers have more alternatives than ever. More than anything else, connectivity is extremely important. Nowadays, hotel guests who travel with devices such as phones, tablets and computers no longer see Wi-Fi as a perk, but as a must have when they check-in at a hotel.

Some of the trends in the industry are leading to great improvements and savings for hospitality industry companies. On the other hand, some are changing how hotel developments are taking place like innovative plans of building, infrastructure, management structure and staffing requirements.

Do you focus on solutions and services that can be integrated with the existing technology infrastructure?

Yes. Organisations must remain focused on their competitive edge and imbibe the new solutions while going about digital transformation with planning and execution of modern solutions. Transforming technology solutions is the need of the hour. In our organisation, following Covid-19, we have integrated many things with the existing technology. The process of check-in and check-out, ID card submission, billing, order taking, Aarogya Setu details verification, etc.