Face to face: Floor Bleeker, Chief Information Officer, Mövenpick GroupUser role is=
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When you were upgrading your PMS system, what trends were of particular interest to you?
As Mӧvenpick Hotels & Resorts is on track to operate 100 properties by 2020 (83 at present), we were particularly interested in the potential benefits of a Cloud PMS. Because of the brand’s simultaneous growth in four different regions, mobility and scalability were priorities. We needed a cost-effective, low-upkeep system that is lightweight enough to provide the same responsiveness to island resorts in Asia, as it does to city hotels in Europe for example.
We also wanted a solution that could provide enhanced guest recognition and business intelligence. Our company’s vision is to “extend Natural Enjoyment to our guests and partners around the world”. In Opera Cloud, we found a system that ultimately benefits our guests – through recognition and improved operations.
What makes your PMS system innovative/different from other PMS systems?
Our PMS is lightweight and 100% mobile. We achieve the same speed in Bali as we do in Amsterdam, and this element also complements the consistent brand standards we want to maintain. The mobile dashboards are very helpful and are accessible from any device and on a very low bandwidth.
What key considerations did you keep in mind for systems integration when implementing a new PMS?
Primarily, we knew it had to be available from anywhere on any device. As we prepared for integration with the next generation of guest experience technology, it was also important that we limit any possible disruption to the guest experience, to an absolute minimum and we therefore prioritise HTNG based interfaces.
What are the benefits of a cloud-based PMS?
Using a cloud based PMS means we have no hardware on site and as a result, we are also less dependent on internal IT specialists at each location. The security liability is transferred to the supplier and it also enabled us to shift the costs from capital expenditures (CAPEX) to operating expenses (OPEX).
Since we use one single database, enhanced guest recognition is a major benefit. Our hotel teams are enjoying meeting international guests that they can now recognise as global guests of Mӧvenpick.
The ability to cluster and centralise services makes a huge difference to our operations. Our Cloud based PMS is empowering Mӧvenpick’s commercial teams in Marketing, Sales, Business Intelligence, Revenue Management and Guest Data departments.
What role will mobility play in future PMS functionalities?
Mobility and self-service are the future. All functionality should be available on mobile devices and over the Internet for guests, as well as for staff members.
What other trends in the near future do you think will affect PMS functionalities?
Hotels continuously search for ways to differentiate themselves, so various trends and possibilities could affect future PMS functionality. The industry might see the elimination of front desks in certain properties, with an Uber-style check-in and check-out via an app. There might be personalised revenue management programmes, bidding features and reverse auctions targeted at individuals.