Maintenance Software: Surer And Safer

Lakshmi Subramanian finds out how Indian hospitality is making use of information technology to make its maintenance and operations department more efficient

Till recently the management of the maintenance and operations department of hotels/resorts was handled using manual systems. However, with the advent of information technology, this sector too has become software savvy. Service is a prime factor for the hospitality industry to become world-class and the use of maintenance software is a stepping-stone to achieve this milestone. However, it is only lately that the Indian hospitality industry has started adopting software packages.

"Response time is very important in the hospitality industry and there should not be any delay in communication. Moreover in a hotel situation the number of technicians are a few and scheduling on day-to-day basis is difficult. With the use of software the technician can receive the complaints himself and work on it. The jobs are relatively simple and can be planned, scheduled and executed by the technician. Therefore the software system must be easy to use and portable ensuring instant reporting on all aspects of maintenance and operations," says T V Ramaswamy, principal consultant, Lapiz Technical Services Division.

Many hotels still resort to manual labour, as it is readily available and cheaper, at least in India. However, in the long run, several hidden costs are incurred every month such as paying employee benefits, spending on training, losing money due to pilferage by hotel staff, etc.

Day-to-day operations such as housekeeping, accounts, payroll, stores, purchases, customer complaints, front office, project management etc were earlier done using manual systems. With an enterprise resource planning (ERP) software, all these departments can be linked. A hotel has to just invest in the software and get it installed.

For instance, The Residency Towers, Chennai has adopted the Hotel Management Software (HMS) developed by Computer Cartel. The main advantage of the software is that one can lodge complaints with the maintenance department from anywhere.

Customers also prefer to stay in hotels, which are up-to-date in technology and handle day-to-day operations effectively. A major chunk of the traffic comes from the business travel segment and comprises customers for whom time is very valuable. Therefore, even a slight delay may not be tolerated. However, with use of relevant software this delay can be minimised.

In addition, ERP software contributes to increase in profitability of hotels by lowering costs and increasing operational efficiency. "Through better monitoring and reporting, it can help management make informed decisions on whether they need to focus on enhancing profitability or lowering costs. Hotels employing ERP/CRM software are perceived as professionals who are using computers effectively to improve their business," adds Varadarajan.

"The technology has been in the western market for more than two decades, now. India has experienced this sudden surge because it is an effective way to reduce manpower and closely monitor the performance of various equipment," says Roop Chadda, general manager, The Residency Towers. ERP/CRM solutions have been developed for various industries such as manufacturing, automation etc. According to Varad Varadrajan, CEO, Akash Vidya Technologies, Chennai, "The Indian hotel industry is ripe for such automation as the market is huge and there is low penetration. Computer hardware prices are steadily dropping, making it quite affordable for hotels to invest in such a solution."

Pros And Cons

In the short term, use of maintenance software increases efficiency in operations, results in fewer errors in routine operations, offers more flexibility and provides better control of sales and expenses. In the long run, it lowers labour costs and helps hotels expand business quickly. Operation costs are lowered as maintenance is closely monitored and there is increased customer service. Most of the maintenance software can also be customised. "However, hotels in India need to standardise their business practices to international norms, so that customisation can be readily done," adds Varadarajan.

On the flip side, trained computer people are required to operate the software and they don't come cheap. In the case of web based architecture, speed of accessing in restricted bandwidth areas may be a problem. Finally, once hotels invest in a software system, it is inevitable that they become dependant on it. Therefore, adequate back-up measures must be in place.

Major Players And Their Technology

There are several major players providing maintenance software to the hospitality industry. At the international level, M-Tech is a leading software solutions provider who has been in the industry for over nine years. The company has developed and installed several products designed to help hotels improve communications, increase productivity and maximise guest satisfaction. PM Works - Preventive Maintenance Software, Espresso - Quality Management Software and HOTSOS - Hotel Service Optimization System are some other software packages on offer for the hospitality sector. Several Marriott properties have adopted the PM Works software to increase their efficiency.

There is also GuestWare - Guest Response Software, which is a customer relationship management software for the hotel industry providing personalised guest recognition and service quality. It has been installed in 700 hotels and resorts worldwide including Marriott International, Kimpton Hotel Group, Hyatt Hotels and Starwood.

Tero Consulting Ltd. is an independent Canadian firm, whose product WebWork is a web-based maintenance and operations software system specifically targeted at the hospitality industry. The company has tied up with Lapiz Digital Services to provide software to Indian hospitality. "We are in discussion with a number of prospects in India," says Ramaswamy.

Closer home Alif Management Services have been rendering specialised and personalised consultancy in the automation segment of computers, software designing and programming. Their clients include leading hotel brands such as Taj, Oberoi, Leela, Radisson, Raheja and Kamat. The company offers packages like Back Office Accounting System (BOSS), Payroll System, Fixed Asset Management System and Product Accounting System. Apart from hotels, shopping malls, clubs, restaurants and entertainment complexes also utilise these software.

(Sources of Information:Varad Varadarajan, CEO, Akash Vidya Technologies, Chennai; T V Ramaswamy, Principal Consultant, Lapiz Technical Services Division;Roop Chadda, General Manager, The Residency Towers, Chennai; www.m-tech.com; www.alifsystem.com)