Report provides account of how a leading hotel management company leverages FCS e-Connect across multiple properties as an integrative service management tool to maximize operational performance and guest request response times.
DUBAI – FCS Computer Systems (FCS), a leading global provider of comprehensive hospitality solutions and services, has teamed up with Rotana Hotels for an industry-leading case study on their technology partnership.
Rotana has partnered with FCS to bring the e-Connect solution to its hotels across the MENA region to help drive guest satisfaction through the optimization of guest services management. Looking to ensure smooth communication and efficient workflows between the hotels’ various operational departments, in order to ensure consistency in service delivery, Rotana felt that FCS was the most beneficial company to work with.
Samir Abi Frem, Chief Information Officer of Rotana Hotel Management Corporation commented, “At Rotana, the return on investment of our projects is not just measured based on a breakeven period or revenue; it is also about the quality and consistency of service delivered to all our customers without fail. The e-Connect solution, as our new guest service management tool, keeps all this in check and provides us with a comprehensive reporting functionality, so that we can assess where we are and how we can continue to improve and drive guest satisfaction. This was one of our main objectives for the project.”
Continuing, Samir added, “The figures and statistics in the report explain the issues and trends in guest services requests at the hotels, which help our operational teams make well-informed decisions to mitigate any challenges and risks, and to focus on the core of our business, which is delivering exceptional guest service.”
The case study details the initial objectives of the partnership, as well as the ways in which the two companies worked together and the goals achieved as a result. It will serve as an industry-leading case study to help influence other international companies to work together to improve their technology offerings and guest solutions.
“Working with Rotana was an opportunity for us to fulfill a defined need to further improve quality of service for guests and to allow Rotana to understand the operational mechanisms of their properties in a much more visible way,” says Eric Rogers, Regional Head EMEA for FCS. “Through streamlining guest requests and interdepartmental work order management, Rotanawas able to identify key areas for improvement of overall efficiency in the use of their resources, both human and systems.”
Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.
She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.
