In a recent one-on-one interview recorded during the HITEC 2024 event in Charlotte, Hospitality Net's Simone Puorto sat down with Moneesh Arora, the CEO of Unifocus. This interview is part of our HITEC 2024 series, where we have engaged with a diverse array of speakers, exhibitors, and visitors to provide in-depth insights into the industry's latest trends and innovations. Arora shared his perspectives on Unifocus' role in workforce management, the impact of artificial intelligence on hotel operations, and the ongoing labor shortage challenges in the hospitality industry.

Introduction and Role of Unifocus

Moneesh Arora begins by introducing himself as the CEO of Unifocus, a SaaS company specializing in workforce management for the hospitality industry. He explains that Unifocus provides comprehensive labor management and hotel operations solutions that enhance both the employee and guest experience. The company operates in about 1,500 properties across 68 countries, offering services in 31 languages.

Market Changes and Technology Trends

Arora discusses the significant market shift towards technology and vendor consolidation. He notes that clients are seeking more integrated solutions to reduce the complexity and expense associated with managing multiple systems. Additionally, artificial intelligence (AI) has become a hot topic, with many companies exploring how AI can be leveraged to provide tangible benefits rather than just being a trendy addition.

AI and Real Benefits

Arora emphasizes the importance of ensuring that AI implementations provide real value. He warns against adopting AI for the sake of it and stresses the need for solutions that genuinely solve problems and enhance efficiency. He draws a parallel to the early days of the internet when companies would add "dot-com" to their names to boost their market value without offering any real web-related services.

Labor Shortage and Optimization

The labor shortage in the hospitality industry is a critical issue that Arora believes is not going away soon. Unifocus helps clients plan and optimize their workforce to ensure the right people are in the right place at the right time. This optimization leads to labor savings of 6 to 8%, which is significant given that labor accounts for 40 to 50% of a hotel's expenses. The goal is to enhance the guest experience by ensuring sufficient staffing for in-person interactions, rather than just focusing on cost savings.

Impact of COVID-19 on Staffing

Arora acknowledges that the COVID-19 pandemic accelerated the need for technological advancements and forced changes in workforce management. He believes that the industry was overstaffed in some areas before the pandemic and that the current necessity is to do more with fewer people. This shift has driven an evolution in how labor is managed, with a focus on efficiency and better resource allocation.

Enhancing Guest Experience with AI

Arora highlights how AI can improve job satisfaction and guest engagement by automating routine tasks, freeing staff to focus on more meaningful interactions with guests. He sees the first wave of AI benefits in making jobs more enriching and reducing the need for employees to perform mundane tasks.

Evolving Workforce Expectations

As the workforce evolves, younger employees expect to use modern technology in their roles. Arora stresses the importance of adapting to these expectations by providing tools that are intuitive, mobile-friendly, and capable of facilitating flexible work arrangements. This approach can help attract and retain talent in the hospitality industry.

Client Feedback and Simplification

Arora shares that clients are increasingly seeking simpler systems that require less training and can be deployed independently. Unifocus focuses on reducing complexity and making their solutions easy to use and implement, which aligns with client demands for more streamlined and efficient operations.

Conclusion

In conclusion, Moneesh Arora's insights underscore the critical role of technology and AI in addressing labor shortages and enhancing guest experiences in the hospitality industry. By focusing on practical implementations that offer real benefits and adapting to the evolving expectations of the workforce, Unifocus aims to drive positive change and efficiency in hotel operations. This interview is part of Hospitality Net's HITEC 2024 series, providing a platform for industry leaders to share their insights and experiences.

 

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