Revolutionising Hotel Operations Through Guest Experience Management
In the fourth episode of the Shiji Insights podcast, presented in Spanish, listeners are introduced to guest experience tools and their significant impact on operational management within the hospitality industry. This episode explores how these tools can revolutionise hotel operations, improving efficiency and guest satisfaction. Our host, Florencia Cueto, is joined by Xavier López, co-founder of Schoolers and CEO of EISI Soft, to discuss the intricacies of digital transformation in hotel operations.
The episode opens with a brief recap of previous discussions on the impact of reputation on revenue. Shifting the focus, it delves into how managing guest experiences can enhance hotel operational efficiency. In this new chapter of the podcast, Florencia introduces a new module—a series of episodes focused on the impact of customer experience on operations. For this, the podcast will have partners closely related to ReviewPro and clients. In this episode, Florencia welcomes Xavier, a long-term partner with extensive experience in digitalising hotel operations, setting the stage for an insightful discussion.
We need to monitor customer experience and constantly monitor what happens within the asset. If the delivery expected by the customer isn’t met, one leg of the stool will fail. XAVIER LÓPEZ, CO-FOUNDER OF SCHOOLERS AND CEO OF EISI SOFT
Key takeaways
Comprehensive Integration: Integrating various operational tools provides a holistic view of hotel performance, aiding in preventive maintenance and strategic decision-making.
Dynamic Data Collection: Shifting from static to dynamic data collection methods helps hotels continuously validate and adapt their operations based on real-time feedback.
Immersive Management: Visual and interactive data presentations, such as digital twins, facilitate quick, informed decisions to enhance guest experiences.
Operational Benchmarking: Comparing performance with similar hotels through operational benchmarking helps understand and improve asset management strategies.
The beginnings of EISI Soft
Xavier shared the origin story of EISI Soft, highlighting its humble beginnings and subsequent growth. The company’s journey began in 2012 when a challenge from Horizonia spurred the creation of its first prototype, designed to digitalise hotel maintenance processes. Officially established in December 2016, EISI Soft faced numerous obstacles, including the global pandemic. However, these challenges served as opportunities for introspection and growth. Over time, EISI Soft transformed from a fledgling startup into a dynamic and innovative small-to-medium enterprise (SME), consistently enhancing its tools to support and streamline hotel operations.
Impact of digital transformation
Xavier emphasises the importance of digital transformation in hotel operations. Initially focused on maintenance and housekeeping, EISI Soft expanded its scope based on client demands, including health and safety, quality audits, and internal controls. This expansion allows hotels to cross-reference operational data with customer feedback, providing a comprehensive view of their performance and improving the guest experience.
Integration and data utilisation
The discussion highlights the significance of integrating various operational tools and systems. By doing so, hotels can simplify processes and make informed decisions based on a holistic view of their operations. This integration helps in preventive maintenance and improving guest experiences. Florencia and Xavier discuss real-life examples, such as collaborations with Petit Palace and PortAventura, to illustrate the practical benefits of such integrations.
Trends in operational management
Xavier outlined three key trends in operational management:
1. Process Optimization: Automating internal procedures to enhance efficiency.
2. Immersive Management: Using visual and interactive data presentations for quick, informed decisions.
3. Data Projects: Implementing dynamic data collection methods to validate and improve operations continuously.
Immersive management and benchmarking
Immersive management tools, like digital twins of hotels, allow real-time operational status monitoring and customer feedback. This visual representation aids in data-driven decision-making. Xavier mentions operational benchmarking, a tool developed by EISI Soft that enables hotels to compare their performance with similar establishments. This benchmarking and economic and customer feedback data provide a strategic advantage in managing hotel assets.
Conclusion and action items
The episode concludes with Florencia thanking Xavier for his insights and contributions. They underscore the importance of embracing digital transformation in hotel operations and remind listeners to stay tuned for upcoming episodes that will delve deeper into the importance of customer experience management in daily hotel operations.
To help other hoteliers and industry professionals apply these insights, here are some actionable items:
Evaluate Current Systems: Audit your current operational processes to identify areas that can benefit from digital transformation.
Invest in Integration: Look for ways to integrate various operational tools to create a comprehensive system that provides a holistic view of your hotel’s performance.
Embrace Dynamic Data Collection: Implement dynamic data collection methods to validate and continuously adapt your operations based on real-time feedback.
Explore Immersive Management Tools: Consider adopting visual and interactive tools like digital twins to enhance decision-making and improve guest experiences.
Leverage Operational Benchmarking: Use benchmarking tools to compare your hotel’s performance with similar establishments and make informed decisions to improve asset management and operational efficiency.
By following these steps, hoteliers can enhance their operational efficiency and significantly improve guest experiences, staying ahead in the competitive hospitality industry.
Stay tuned for more insights in the next episode of Shiji Insights, which will focus on the pivotal role of customer experience management in enhancing daily hotel operations.
You can watch the full episode here: (In Spanish)
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About Shiji Group
Shiji is a multi-national technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail and entertainment industries, ranging from hospitality technology platform, hotel property management solutions, food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. For more information, visit www.shijigroup.com.
