In a recent one-on-one interview recorded during the HITEC 2024 event in Charlotte, Hospitality Net's Simone Puorto sat down with Ryan King, Senior Vice President, Americas at Shiji Group. 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. King shared his perspectives on Shiji Group's approach to hospitality technology, the importance of security, and innovative solutions to improve both guest and employee experiences.

Introduction and Role of Shiji Group

Ryan King introduces himself as the Senior Vice President, Americas at Shiji Group. With a background as a hotelier, starting as a busser at the Sheraton in downtown Seattle, King transitioned to technology in 2011. Shiji Group, while a technology company, considers itself deeply rooted in hospitality, focusing on serving customers with the same dedication that hotels serve their guests. This customer-centric approach distinguishes Shiji Group in the industry.

Observations from HITEC 2024

King notes that every HITEC event brings new topics and trends to the forefront. This year, a significant focus has been on security, particularly as hotels transition from on-premise systems to cloud-based systems, increasing the complexity of cyber threats. Shiji Group has been actively helping customers secure their ecosystems, including payment processes and website security, to combat these threats effectively.

Navigating Global Regulations

Operating globally, Shiji Group faces the challenge of navigating various regulations in different countries. King discusses the complexities involved in entering new markets, such as Mexico, and ensuring that their technology solutions comply with local regulations. By partnering with fiscal partners and adapting to local requirements, Shiji Group helps hotels operate efficiently and smoothly across different regions.

Trends and Challenges in Hospitality Technology

King highlights the ongoing trend of using technology to enhance guest experiences, a trend accelerated by the pandemic and the resulting labor shortages. He emphasizes the importance of balancing guest-facing technology with employee efficiency. An example he provides is the use of POS systems to streamline service delivery at pool areas, improving both guest satisfaction and staff efficiency.

The Human Element in Hospitality Technology

King reflects on the human-centric nature of hospitality, where technology should enhance, not replace, human interactions. He shares an example of how technology can sometimes be perceived as an enemy by staff due to changes in their workflow. Shiji Group addresses this by involving staff in the implementation process, ensuring that technology solutions are user-friendly and beneficial to both guests and employees.

Change Management and Adoption

King discusses the challenges of change management in implementing new technology. Shiji Group emphasizes the importance of partnering with customers, listening to their needs, and supporting them through the transition. By involving staff in the process and making necessary adjustments based on their feedback, Shiji Group ensures successful technology adoption and improved operational efficiency.

Success Stories and Innovations

King shares a success story involving a luxury hotel in New York City that transitioned from paper-based to mobile-based housekeeping operations. Initially resistant, the housekeeping staff eventually embraced the new system, leading to improved communication and efficiency. He also highlights how Shiji Group revived room service by enabling guests to order via their phones, enhancing the guest experience and increasing revenue.

Future Outlook

Looking ahead, King anticipates that discussions at the next HITEC event will focus on the outcomes of their AI strategy and continued innovations. Shiji Group remains committed to responding to customer needs and driving innovation in the hospitality industry. The goal is to further streamline operations and enhance both guest and employee experiences through advanced technology solutions.

Conclusion

In conclusion, Ryan King's insights emphasize Shiji Group's dedication to enhancing the hospitality industry through innovative technology solutions that improve both guest and employee experiences. By focusing on security, global compliance, and effective change management, Shiji Group aims to lead the industry in providing seamless, efficient, and enjoyable hospitality experiences. 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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