Profile of an outstanding hospitality solution architect

S.M.Edward

“There are many ways of satisfying a particular operational need and most system covers the fundamentals, but ultimately the system must deliver what it requires to do at your property and in your environment”

S M Edward, is one of the founder of Winsar Infosoft Pvt. Ltd, is an Indian Entrepreneur. Edward is one of the best known entrepreneurs who contributed to the revolution of ERP software in various industries for the last 20 years. A Masters in Electronics, Edward has spent over 30 years in IT Industry and has held coveted position as CEO of various Software companies. During his long association with IT Industry, Edward emerged as an acclaimed entrepreneur for ERP software specialized in the domain of Hospitality Industry

Edward has gained wide domain expertise by working for various MNC companies in Asia, USA, Europe and Australia, and is a business consultant for Hospitality, Banking and Manufacturing Industry.

Edward’s technology expertise helped him to render innovative software solutions to electronic Banking, Real time process automation and Internet based products. He is an authority on ERP product development for Hospitality, Banking, Manufacturing, Retail and other service industries.

Presiding over as Managing Director of Winsar Infosoft and as Chief Architect responsible for the design and development of the software, Edward has created many milestones for the company. His crowning accomplishment in the field of software development is the creation of highly integrated and comprehensive ERP software solution ‘WINHMS’ an outstanding software solution product from Winsar Infosoft. It reflects great credit on him that he has developed this product in a short of span of 6 years matching to international standards.

He has contributed various articles on software technology relating to hospitality industry to journals like Express Hospitality, SIHRA, FHRAI and other leading hospitality journals.

Property integration

Property integration

Managing a property, big and small, is a task, which is why adopting a property management system becomes pertinent. Praveen K Singh finds out more about software that can work wonders for property managers.

Property managers, be it hotels, resorts, or condominiums, have one thing in common: they strive to integrate all modules and link information to be in total control of their property. Realising the importance of real-time value for money, hotels and resorts all over the world take advantage of property management system (PMS) to maximise their revenues.

With the motive to centralise and consolidate key data to offer detailed business analysis reports, and to forecast, optimise and control their bookings to increase REVPAR, hotels and resorts are using the flexible and dynamic nature of the system's booking models and also detailed management reporting. Describing the importance of PMS in his property, Manoj Agarwal, general manager of Holiday Inn, Surat, says, "We see flexibility and efficiency in the PMS software, which raises the bar for communication and information sharing."

An abundance of choice

An ideal PMS should cover all the department's daily activities, automate work and support modular approach, so that additional modules can be incorporated in future, as the company grows. Pushpinder Kumar, vice president and general manager of Uppal's Orchid Hotel, feels that these systems not only help properties in providing luxury with responsibility to guests, but also increases the fundamental object of the business. "Our property has tied up with Optims to enhance revenue management to achieve the next level of professionalism," he reveals.

Ankur Bhatia, executive director of The Bird Group that provides Optims, explains, "In the present scenario with the technology advancement in the hospitality sector, hotel properties and chains will be able to better manage their inventories and other revenue management models efficiently and effectively." He adds that the market today is aggressive and there are several technology-based solutions on offer. "Every hospitality concern has to make a choice according to the exact need of its property," Bhatia informs.

An ideal PMS should address the following:

ERP approach for total solution integration all the operations of the property Should cover all the department's daily activities and automate work Should cover MIS extensively for the top management Should support modular approach of incorporating additional modules in future Total integration of all modules to link the islands of information and gain total control Flexibility to accommodate diverse requirements of hospitality establishments like hotels, motels, resorts, service apartments and condominiums Should support multi-properties Should support high level of parameterisation for configuration of the system by the users themselves based on the changing business needs Should support up to six levels of data security preferably up to field level. Audit trail on amendments/deletions of all critical transactions should be supported Should support electronic filing of documents, auto email confirmation, SMS messaging, Web-based reservation, web-based MIS and office automation tools interface like spreadsheet and word Should support interface with all third party devices like PBAX, touch-screen, PDA, TV, key card, Wi-Fi, etc to automate operations (Courtesy S M Edward, managing director of Winsar Infosoft)

Based on Windows and SQL Server, a number of systems are available in the market. Some of the conventional systems are also in vogue with character-based screens and are based on DOS, UNIX and OS/400. Satyendra Bindra, an IT consultant, informs, "A major confusion among hoteliers is whether to use Windows or not. It is tough to run Windows on old computers since slows operations. If one is going to do a lot of data analysis, they will need a high-grade database with Microsoft SQL Server 7.0 or Oracle."

Some of the prominent international chains are focusing on standardisation like REZsolutions/MSI/HSS for Cendant, Fidelio/Geac for Starwood, and Fidelio/HSI/MCorp for Carlson. However, some like International Choice are developing their own systems. In spite of that, new systems go on with new innovations, bringing upgraded systems. Bindra says, "For example, a company like Lodgical is concentrating on room selling. This is because in the fast-paced and open market, all operators are looking for newer ways to catch the mind of subscribers with some degree of expertise. Since Windows has a high degree of intricacy, the company makes it possible to create modern, innovative and instinctive user screens, simplifying the amalgamation of the PMS with office automation tools."

Protocol Technologies' standard interface box provides a reasonably priced, expedient solution for many of today's sub-system interfaces (POS, PBX, cable, credit card authorisation, etc) whereas international companies like HITIS continues to make progress in developing interface standards, which will benefit future technology developers. Most international vendors are targeting multinational companies like Fidelio, originally a German PMS vendor which was later acquired by Micros.

In the end, one has to make an intelligent choice. S M Edward, managing director of Winsar Infosoft, says, "In spite of everything, the system must do what you require it to do, at your property and in your environment. It doesn't matter whether you have a 40-room resort or a 1,000-room convention hotel, except that they have different priorities. There are many ways of satisfying a particular operational need and most systems cover the fundamentals (reservations, room selection, guest folio management) well."

In control

In control

Hotels today are moving towards self-service options for guests by offering facilities like express check-in and check-out. This is increasing their dependence on technology whilst reducing hotel-guest interaction. Sanjeev Bhar checks out whether self-service technology is becoming the latest mantra.

Traditionally, hospitality in India has been based on a lot of interaction between the host and guests. But an increase in the adoption of technology by hotels is making way for a new mantra - self-service.

Self-service gives guests the control to do things their way and does away with any interaction between them and the hotel staff. This also saves guests the time spent in waiting to be attended. SM Edward, managing director of Winsar Infosoft, says, "Many hotels today are blending technology with service to offer self-service options to guests. This would be more dominant in four-star and above categories and service apartments."

However, even the budget segment is prepared to use technology in a way that enhances their service. Rahul Pandit, vice president (Operations & People), The Lemon Tree Hotel Company, is of the opinion that best service styling can be achieved by using innovative technology and self- service is one of them. "Lemon Tree and Red Fox are budget and no-frill brands of our company respectively and our customer demographic, which is between 25 to 45 years, is considerably technology savvy. Moreover, guests who have travelled extensively appreciate little conveniences that will help save their time and produce error-free results, allowing them to be in control of their environment," he adds.

Going self-service

Self-service kiosks are becoming relevant in areas like: E-check-in (self check-in) E-check-out Knowledge-based query (like maps, air/train timings, forex outlets, shopping centres, tourist sites, etc) Guest folio statement Guest complaints and suggestions Reservations Guest special requests

Self check-in factoid

Self check-in can be classified into two types: Reservation-based e-check-in: Hotels create the reservation with specific room allotment in advance. While in e-check-in, guests authenticate their check-in by credit card and password. This is applicable for guests with or without advance payment. Walk-in based e-check-in: Guests make an upfront full payment of their room using a credit card.

Simplifying service

There are various areas where a hotel can choose self-service options. It is primarily those areas where guests would like to get more privacy, quick service and more comfort. According to Pandit, “The key areas where self-service can be incorporated are in the area of reservations (dial-a-room, check-in and check-out kiosks through credit card using the television as an interface and the door lock as a card reader), laundry, relaxation (orthopaedic massage beds, special chairs), loyalty recording and administration programmes, etc.

Self-service gives guests the control to do things their way and does away with any interaction between them and the hotel staff. This also saves guests the time spent in waiting to be attended

Introducing self-service facilities will lower extra man hours. Pandit points out, "This coupled with the fact that our global travellers would have already been exposed to these conveniences would make it desirable for us to move in this direction sooner than later. The essence of self-service operations would be on reducing labour costs and at the same time be a fashion statement." Edward reciprocates this and says that self-service will not only eliminate time consumed in manual interactions and reduce costs, but will also help in instant processing of requests. "Self-service operations help in getting real-time, authentic information which help in research and reports," he adds.

However, there will be constant worry about guest handling if a group comes in. Also, self-service will have far-fetched implications on human resource and how hotels will reach the perfect balance between labour and the technology implemented. Pandit, who handles HR operations, is concerned about how manpower is selected and feels the need to add various programmes like job previews, selection and recruitment, induction and training (CBTs, self-paced assessments), performance assessments and rewards, intra company career options selection and processing, payroll and benefits administration, etc to know and arrive at correct staff orientation. Nonetheless, the tussle between the conventional mindset of hospitality being a people-oriented industry would be something that hotels will have to discuss sooner or later.

Single Screen Technology

Easy navigation with single screen

Technology in hospitality is being constantly upgraded to help hotels function better. Express Hospitality takes a peek into the software solutions Winsar Infosoft Pvt Ltd has to offer to enhance guest satisfaction
Innovation is the name of the game and companies like Winsar Infosoft Pvt Ltd, a software solutions provider catering to the hospitality sector, have to keep evolving their products so that hotels can work faster with more competence. The demand of the hour is to develop solutions that will save precious time and ensure efficacy. Keeping this in mind, Winsar has developed a product called the Centralised Management Information System (CMIS) that helps CEOs view all their properties on a single screen.
Instead of navigating through a maze of screens to view each property individually, the CEO, like a pilot, can sit in his cabin and oversee the operations of each hotel on a single screen - similar to a cockpit, thanks to the WINHMS (Winsar Hospitality Management Software).

How it works

CMIS is an innovation of a dashboard and drill-down concept of controlling - an extension of an application currently developed by the company for the front office manager. Here, a front office manager can view details like the number of rooms occupied, arrivals and departures and the profile of guests. In addition, the manager can navigate through the check-in, check-out process and even shift guest rooms in a 'drag-and-drop' motion. This dashboard concept is currently being used by hotels like the GRT Group.
Explains Kishore Shahani, director of Winsar, "The software will help the CEO to know exactly what is happening in all the properties in the group by looking at just one window. He need not open different screens to look into the operations of the various aspects of the hotels. This facilitates work and saves a lot of time."

CMIS will have to be connected live through a leased line or broadband, depending upon the hotel's convenience. The product was scheduled to be tested in this May where Winsar will demonstrate it to various hotel chains.

Realising the necessity of instant reservations and confirmations, the company recently brought out a Web-enabled reservation software, whereby customers can get their confirmation as soon as they book their room. "Instead of waiting for an e-mail or a telephone call to confirm the booking, we want to ensure that the guest is at ease. That is why we decided to work on a system where the confirmation is instant and immediate," avers Shahani. The hotels are directly connected to the GDS and know when a room is booked. Usually, hotels rely on outdated methods of e-mailing or calling or faxing the guest to cross-check the booking. On the other hand, Winsar's software is fully automated. Shahani points out, "It is similar to talking online where the hotel responds as soon as the guest books."

Going a step further, guests even have the option of choosing the mode of intimation. They can also be informed through SMS in case they are travelling where all they have to do is key in their phone number at the time of making a reservation. As soon as the booking is confirmed, the system sends an SMS to the guest's hand phone. Winsar is also experimenting with other products to help hotels satisfy customer needs.

Src: Express hospitality

Specialized Software Solutions

S Nithya Kamakshi - Chennai

Technology has emerged and has finally managed to seep into virtually every realm of hospitality and travel business. Leading hospitality brands and chains in India have all now embraced technology to not only become more efficient but to serve the customer better.
Winsar has made a mark and have been helping hundreds of hotels, resorts, and cruise ships streamline operations, improve efficiency, and maximise guest satisfaction since 1999
The primary technology application in this business is obviously the reservations systems. Compared to the large chart and racks with slips of paper that were used two decades ago in hotels, the present day property management systems provide and record information on the hotels' primary commodity, its guest rooms. These systems allow hotels to monitor individual room type inventories, revenues, create and update reservations and databases on guests, their preferences and much more. Chennai based Winsar Infosoft Pvt. Ltd. is a software solutions provider serving the hospitality industry for over 9 years. It develops, markets, installs and supports the award winning Quality Management System software. Winsar has made a mark and have been helping hundreds of hotels, resorts, and cruise ships streamline operations, improve efficiency, and maximise guest satisfaction since 1999. They have pioneered in developing and installing software solutions to help hotels work smarter and not harder with their WinHMS Professional. It is designed specifically to help hotels improve communications, increase productivity, and maximise guest satisfaction. Unique telephone, email and alphanumeric paging interfaces improve overall workflow and communication between departments and streamline data collection and dispatching processes. Production, pre-installation, sales, marketing, and support are provided from the company's headquarters facility in Chennai.
Apart from Room Inventories, Front Desk and Cashiering operations, technology has enabled storeroom inventories to be optimised. Unused inventory on the shelf represents large investment and utilisation of space. Apart from the mundane office documentation that is mechanised, computerised inventory control systems ensure the right quantities at the right price are held to meet optimum operational and guest need, while minimising the risk of "stock outs". These are used for all inventories be it groceries, perishables or engineering spares.
Winsar has successfully developed a list of products catering to specialised needs of the hospitality industry like WinHMS Enterprise, WinHMS Professional, WinHMS Lite, WinACCT and WinReserve. All these software aid in transforming the Hotel into a strategic force in today's highly competitive hospitality industry. It enables the hotels to achieve better results with increased operational efficiency of both front and back office staff, providing better control on budget, cost, material, guest interaction, maintenance and finance. It boasts of superior technical design, best international practices, powerful and easy to use features empowering users to work more efficiently and enabling better service to guests.
Winsar Infosoft consists of a team of hospitality and technology professionals devoted to provide management oriented solutions to the lodging industry's guest, banquet/meeting room and corporate management needs. While technology has contributed to an enhanced overall guest experience, it is still finally human interaction that ultimately makes the guests' experience memorable.

Src : http://www.expresshospitality.com/

Technology to help Hospitality Industry

HOW TECHNOLOGY CAN HELP THE HOTEL INDUSTRY TO ACHIEVE CUSTOMER DELIGHT

In the Hospitality Industry the moments of truth experienced by each and every guest is important for repeat custom. In today’s situation, the guest has option and it is important how the Hotel Industry can be proactive to guest needs and ensure that they are able to retain their regular guests.

While the Hotels offers multiple value add-ons and facilities, in order to ensure the customer delight it is not only important to offer multiple value add–on and facilities to the Guest, it is equally important to handle the Guest complaints more efficiently in a shortest time possible. In this context, it is important that Hotel Industry should derive the maximum benefit from the technology available at their disposal.

One of the easy ways this can be accomplished is by choosing the right software solution to integrate with the Property Management System. In fact your search for an ideal solution will end by incorporating the Task management Software (TMS). This particular software will benefit the Hospitality Industry to provide superior guest services, which will result in guest delight, satisfaction, higher levels of retention and thus pave the way for better revenues to the Hotel.

By and large, the Hotel Industry is realizing the importance of technology in managing Guest complaints instantaneously towards Guest satisfaction. TMS, for example, enables the automation of entire cycle of Guest complaints smartly by avoiding any delay, which occurs normally in manual handling of the complaints.

Perhaps it will be interesting to know how this particular software automates and increases efficiency in handling the guest needs in a Hotel situation. For example, when a guest has a particular need or complaint, they register the same through the telephone which is recorded in the software through appropriate interface and an immediate SMS alert is sent to the nearest available service person. It will be interesting to know that this particular software supports fully the routing of complaints to staff on duty dynamically based on their workload pattern. This online automated SMS will help the service person to receive the complaints immediately, irrespective of his/her location . The Software is intelligent and smart enough to locate the nearest available service person to take suitable remedial action.

If, for any reasons, the complaint is not attended within the stipulated time set by the management, system is smart enough to escalate the issue by SMS to his/her boss. This escalation will continue to the upper echelon until the complaint is resolved to the guest satisfaction. The System will also provide an analytical report on the staff in terms of promptness in attending to the guest needs, apart from providing an efficient system in the Hotel to automate the recording of complaint tracking and the time taken in attending to the guest complaint/need. Once the complaint is attended, the staff can close the complaint using the nearest telephone

As for the Management, the System provides, on a real time basis, the status of pending complaints, and will have the facility to drill down for tracking the complaint and the time taken to set it right. The System provides various crucial reports on the frequency of complaints, the types of complaints, escalation of complaints, staff efficiency in terms of standard closing time with actual closing time, and location-wise complaints which will enable the Management to take suitable action to prevent recurrence of the complaints.

Since the function of the TMS is truly real time in capturing the complaint directly from the Guest and fully automated without manual intervention, the system guarantees a quantum improvement in closing the complaints in the shortest time span. While there is an investment in TMS, the return in terms of improved Guest services, reduction in staff working hours and improved Guest satisfaction will more than justify the expenditure on this software.

Apart from the above advantages, some advanced TMS offers total automation of various manual PMS operations like:

- SMS confirmation of Reservation
- SMS intimation of amendment and cancellation of Reservation
- VIP/VVIP Guest arrival SMS alert
- VIP/VVIP Guest departure alert
- Mini Bar SMS alert at Checkout
- Clear dirty room SMS alert at Checkout
- Night Audit summary SMS
- Banquet Event SMS alert
- Banquet VIP Guest arrival alert
- Inter department SMS can be given and will be delivered to the respective users on the specific time schedule

The above automations, to mention a few, will dramatically reduce the staff work load and improve the operational efficiency of the Hotel Industry to ensure customer delight and repeat custom to Hotel which will bring additional benefits in terms of satisfied guests and more revenue.

(The author of this article is Mr. S. M. Edward, Managing Director, Winsar Infosoft Private Limited, a software solution provider to Hospitality Industry. He can be reached by e mail: edward@winsarinfo.com)

Introduction

Winsar Infosoft Private Limited is vibrant and dynamic Software Company, based in Chennai, India, dedicated to create and deliver world-class Software solutions for the Hospitality Industry. The software “WINHMS” is an integrated well-designed software product with powerful features that finally meet every hotelier’s exacting needs for right and timely information, analysis and efficiency.

WINHMS is developed using the Windows’ Client/Server architecture with option to use any one of popular Databases. The product has undergone intense on-site testing at several sites in India and abroad and has proved to be stable, reliable, and secure under the most rigorous conditions.

WINHMS suite of products consist of customizable modules that can be easily added or expanded allowing effective and easy deployment from smaller operations to global or multi-branded hotel chain environments.

Apart from the operational modules covering the entire gamut of Hotel operations, WINSAR offers specialized and unique optional modules like Asset Tracking System, MIS & Budget System, Complaint Management System (CMS), Central Reservation System (CRS) to automate the operations and improve the over all efficiency of the Hotel to ensure customer delight.

Winsar pays great attention to after sales service - Winsar is headquartered in Chennai, India, and the support centers are located in Mumbai, Goa , Bangalore & Hyderabad. Winsar has a core support team comprising of well trained and experienced engineers in hospitality domain.

For Winsar Infosoft