While the Indian hospitality industry is seeing an unprecedented growth with nation-wide occupancies, ADRs, RevPARs, hitting historical highs, on the technology side, the industry is still grappling with issues which might pose challenges if not paid attention to as demand for personalisation is gaining ground. Balancing personalisation with cost efficiency would require much advanced and integrated technology intervention for hotels, said Prashant Kamath, head – hospitality R&D, Amadeus India.
From an Indian hospitality sector stand point, Kamath identifies the key challenges the industry is currently facing as shortage of skilled labour, fragmented technology, rising operational costs, high guest expectations, and security concerns. Because of the gaps that exist especially due to the fragmentation of technology, the hotels are able to achieve the operational efficiencies it aspires to during busy business periods.
Kamath says that at Amadeus, they focus on creating a win-win both on the personalisation front as well as cost efficiency aspect at the same time.
“At Amadeus, we address these issues with innovative solutions. Our integrated platforms, such as the Amadeus Central Reservation System and Property Management System, reduce technology fragmentation by offering a unified system for managing reservations, guest data, and operations, which enhances both personalisation and efficiency. Our automation and data management tools streamline operations, reduce fragmentation, and ensure data integrity,” he informed.
Citing a recent research report based on a survey among Indian hoteliers, Kamath said that 43 percent of the hoteliers in India admit to operational inefficiencies and around 33 percent admit to data fragmentation due to current gaps in the technology ecosystem in the industry.
“By automating routine tasks, we help hotels manage costs and reallocate staff to guest-centric roles. Our commitment to data security, coupled with personalized guest management solutions, supports hotels in enhancing service quality, improving guest satisfaction, and maintaining a competitive edge in a dynamic market,” he said.
“Marriott, IHG, Hilton, etc. use our CRS and distribution technologies. The Park Hotel in India has integrated our Guest Management Solution (GMS) and ‘iHotelier’ CRS for seamless, responsive user experience across all devices and touchpoints. By partnering with global brands like Accor for CRS, we support hotels in optimising revenue management and building meaningful guest connections,” he said, sharing the leading chains using its integrated tech solutions and services.
