While the pandemic prompted most hotels to adopt technology to deal with manpower shortage, hoteliers are leaving no stone unturned to race ahead with technological deployments to remain competitive. Chander Baljee, CMD of Royal Orchid Hotels explains how in a dynamic environment, it can help hotel companies unlock new opportunities to improve customer satisfaction and boost internal efficiency.
- What was the hospitality industry and your hotel’s respective staffing ratio pre-pandemic?
The manpower ratio across our hotels was approximately 1.75 to 2 per room ratio during pre-pandemic times. In a post-pandemic environment, manpower has been reduced to around 1 to 1.25 per room across hotels that have higher occupancy.
- Was a higher staffing ratio a reflection of the prevalent status quo or a sign of inefficient operations and obsolete manning methods?
The reduction of manpower per room can be attributed to several factors such as multiskilling, the latest technologies and continuous skill upgradation. It would be a point to notice that despite reducing manpower per room, we are still able to deliver good customer service.
- How has the use of technology tools helped hotels alleviate the staffing problem when the industry is suffering from a manpower crunch, while guest traffic is growing?
The deployment of additional vacuum cleaners has reduced manpower by a substantial 20 per cent. A multi-purpose Dyson machine has helped public area personnel in dry mopping, carpet and wooden floor cleaning. The machine helps ensure clutter-free work and saves up to 10 per cent of the time.
The use of mobile steam pressure in banquets ensured that banquet linen can be ironed immediately saving laundry personnel time. In addition, we gain an extra 45 minutes which is beneficially used in engaging or servicing guests.
- Have technologies like AI-enabled vacuum cleaners, e-keys to hotel rooms and digital check-in and checkout helped hotels direct their staff towards more urgent tasks and improve the guest experience?
To our knowledge, to date, no hotel chain has implemented an AI-enabled vacuum cleaner. However, plans are underway within the management to bring in technologies that help housekeeping teams by reducing their burden, especially for long-stay rooms.
- How has this tech deployment and automation helped your hotel also save on operating costs?
We have deployed various technologies across our properties in India, including Salesforce that simplifies sales workflow while also empowering the team to be more productive in business.
The Quality Management System helps Royal Orchid Hotels stay ahead of the competition by addressing concern areas and highlighting opportunities. Other technology areas currently being evaluated include the adoption of cloud technology, contactless payment and menus, virtual events and eprocurement.
- How do you ensure that the growing adoption of technology and automation does not result in drop-in service standards?
We believe that technology is deployed to ensure smooth processes across the organization. We do not consider the adoption as a drop-in service. Alternatively, the deployment of the right technologies has enhanced service standards, reduced work time and helped us serve guests more efficiently.
- What are some newer technologies that your hotel will invest in in the foreseeable future and why?
The world is moving toward Metaverse, and we are constantly evaluating new and evolving technologies. As we speak, we are working on providing our guests with a Metaverse experience, especially in terms of room pre-bookings and banquet space for social and corporate events across our hotels.
