How can hotels strike the perfect balance between cutting-edge technology and the human touch that guests crave? What roles do AI, automation, and data-driven tools play in shaping the future of hospitality? As technology continues to reshape the industry, these are critical questions that hotel leaders will have to address to stay competitive and deliver exceptional guest experiences.
We recently had the opportunity to speak with Raza Hasnain, Director of Revenue and Sales (Multi-Hotel) at Radisson Blu, who is at the forefront of integrating advanced technology into daily operations. During our conversation, Raza shared his insights on how Radisson Blu is blending technology with personalized service, their latest tech innovations, and what the future holds for the hospitality industry.
Read on to discover Raza’s unique perspective on staying ahead in a rapidly evolving digital landscape and how Radisson Blu is leading the way in enhancing guest experiences through technology.
What does the tech stack at Radisson Blu look like today?
At Radisson Blu, the technology setup is crucial for delivering an exceptional guest experience. Raza outlines their current tech stack, which includes Opera 5 Property Management System (PMS) and EMMA, Radisson Hotel Group's proprietary PMS, currently being rolled out across certain locations.
"All systems are two-way interfaced with online channels via platforms such as Derbysoft and Expedia," Raza explains. This seamless integration ensures smooth communication across platforms, allowing both staff and guests to access real-time information, ultimately enhancing operational efficiency and guest satisfaction.
What recent technology implementations have transformed Radisson Blu’s operations?
One of the most recent additions to Radisson Blu’s technology arsenal is the IDEAS G3 revenue management system, implemented in response to Radisson Hotel Group’s requirements. Raza emphasizes the importance of this system for optimizing revenue management, stating, “This implementation aligns with our goal of maximizing revenue while maintaining guest satisfaction. The IDEAS G3 system enhances our ability to analyze market trends, adjust pricing strategies, and ensure we remain competitive in a dynamic market.”
How do these technologies enhance guest experience and operational efficiency?
According to Raza, “The integration of technology at Radisson Blu has a direct impact on guest experiences and operational efficiency.” He notes that the systems in place provide valuable insights into guest preferences, feedback, and common challenges.
“These systems help us understand what our guests want, allowing us to tailor our services accordingly. However, it still takes a human touch to deliver the kind of experience that guests truly value.”
Staff members utilize this technology to identify common issues or requests, enabling them to proactively address guest needs. For instance, if feedback indicates that guests frequently ask for specific amenities, the hotel can adjust its offerings to enhance satisfaction.
“While technology provides the tools, the real connection comes from the staff’s ability to engage with guests personally,” adds.
What challenges come with adopting new technologies?
Adopting new technologies is not without its challenges. Raza identifies budget approvals and convincing management of the value propositions as significant hurdles. “It’s essential to demonstrate how a new technology can enhance revenue or improve guest satisfaction to get the necessary buy-in from upper management,” he explains.
Despite these challenges, he remains optimistic about the potential for further technological integration.
“There’s always room for improvement, and the pace of technological advancements means we need to stay agile and open to new solutions.”
Where are the opportunities for future improvements in Radisson Blu’s tech strategy?
Looking forward, Raza sees numerous opportunities for enhancing Radisson Blu’s technology offerings.
“Emerging technologies like digital concierge services, keyless check-in and check-out via mobile apps, and secure payment solutions are just a few areas where we can improve our guest experience,” he explains.
He emphasizes the importance of integrated systems that communicate seamlessly, including PMS, RMS, and Central Reservation Systems (CRS). This integration allows for better coordination and communication among departments, ultimately leading to a smoother guest experience.
What does the future of technology in hospitality look like?
Raza is particularly excited about the potential of AI-driven Customer Relationship Management (CRM) systems and content creation in transforming hotel operations. “AI has the potential to enhance how we interact with guests and manage our resources,” he shares. However, he acknowledges that the industry is still in the early stages of adopting these technologies.
“Many hotels are still hesitant due to concerns about data security and privacy. However, once major tech companies like Meta and Google embrace these innovations, I believe the hospitality industry will follow suit.”
What technology solutions would you recommend to your peers in the industry?
“If I could recommend one technology solution to fellow hoteliers, it would be simple tools for guest communication and rate parity. Brand-specific Outlook templates that are user-friendly and visually appealing, along with a rate parity tool like Triptease, can significantly enhance hotel operations and marketing efforts,” he advises.
These tools not only help improve communication with guests but also ensure that pricing strategies are competitive and aligned with market standards.
How can technology and the human touch coexist in modern hospitality?
While technology plays a vital role in modern hotel operations, Raza believes the human element is irreplaceable. “We’ve seen instances where technology fails, and that’s when human intervention is crucial,” he explains.
“Whether it’s maintaining equipment, managing systems, or simply providing personalized service, human involvement is essential to ensure everything runs smoothly.”
He emphasizes that guests often prefer the human touch, especially when it comes to resolving issues or providing assistance. Raza's commitment to maintaining this balance is evident in his approach to integrating technology into Radisson Blu’s operations.
Key takeaways
Radisson Blu’s journey in leveraging technology to enhance guest experience and operational efficiency provides important lessons for hotels across the industry:
Fostering seamless integration: By ensuring that systems like PMS, RMS, and online channels are fully integrated, Radisson Blu demonstrates how seamless technology communication can improve operational efficiency and maintain rate parity across distribution platforms.
Balancing human touch with data-driven insights: While advanced systems like IDEAS G3 provide valuable insights into guest preferences and feedback, Radisson Blu emphasizes that human interaction is still key in delivering a memorable guest experience.
Overcoming barriers to innovation: Raza highlights the importance of demonstrating value propositions to secure management buy-in, a challenge many hotels face when adopting new technologies. Their approach shows that persistence in securing the right technology can have a significant impact on revenue management and guest satisfaction.
Staying ahead with emerging technologies: Radisson Blu’s commitment to exploring AI-driven CRM systems and keyless check-in solutions shows their forward-thinking approach, setting an example for others looking to stay competitive in a rapidly evolving digital landscape.
ExploreTECH Content Team
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