RPA: The future of the hotel industry - A conversation with Silvana and Benik
The hotel industry is facing a technological transformation. With the rise of Robotic Process Automation (RPA), a world of new possibilities is opening up to modernize processes, increase efficiency, and revolutionize the customer experience. In our recent Tech Talk Tuesday , we spoke with Silvana , Head of Operations at MICE DESK, and Benik , Frontend Engineer, about the transformative power of RPA and Intelligent Process Automation (IPA).
What is RPA and why is it so revolutionary?
Robotic Process Automation (RPA) is a technology that enables the automation of repetitive and rule-based tasks using software robots. These virtual assistants take over monotonous tasks previously performed by humans, saving valuable time and resources.
RPA can be used in a variety of ways in the hotel industry. To name just a few of the many examples:
Automation of reservation processing
Manual data entry for customer profiles
Invoicing
Email processing and follow-ups
Silvana describes the impact as follows: " With RPA, we can not only speed up repetitive tasks but also make them significantly more reliable. A typical example is the manual entry of customer information – a task that previously often harbored potential for error, but is now performed flawlessly by RPA robots ."
From RPA to IPA: The symbiosis of automation and intelligence
While RPA accelerates and simplifies processes, Intelligent Process Automation (IPA) takes the possibilities to a new level by combining RPA with artificial intelligence (AI).
IPA is capable of not only processing data, but also analyzing it and making decisions. This intelligent component makes IPA a powerful tool for hotels working with complex workflows.
Benik adds: " IPA is the next logical step. With AI, we can not only automate but also work proactively. For example, when a customer inquiry comes in, the AI can analyze it, activate the appropriate RPA bot, and thus handle the entire process from inquiry to completion. "
Legacy systems and system disruptions – an obstacle on the path to efficiency
The hotel industry often struggles with a multitude of legacy systems. These isolated systems are often incompatible and lead to system disruptions that slow down processes and make them less productive. This is where the true power of RPA and IPA comes into play.
" One of the greatest advantages of RPA is its ability to bridge these gaps. RPA can act as an intermediary between different systems without requiring expensive IT overhauls ," explains Silvana. This flexibility makes RPA particularly attractive for an industry that is slowly but surely undergoing digital transformation.
The role of specialists: More than just system operation
A crucial factor for the success of RPA and IPA is human expertise. It's not just about operating the systems, but also configuring them to meet the specific requirements of each facility. Specialists play a key role in the implementation and ongoing optimization of the systems.
" Our specialists understand the challenges of each individual home and know how to use technology to deliver the greatest possible benefit ," says Benik. " Whether it's individual customization or implementing special requirements, the expertise of our teams makes the difference. "
The advantages at a glance
The introduction of RPA and IPA in the hotel industry brings a multitude of benefits:
Faster processes: Automated tasks are completed in a fraction of the time.
Higher quality: RPA works precisely and reduces human errors.
Better customer experience: Faster response times and higher service quality increase customer satisfaction.
Reduces the workload for employees: Routine tasks are automated so that the team can focus on more demanding and strategic tasks.
Bridging system gaps: RPA connects isolated systems and ensures a seamless workflow.
MICE DESK: Market leader in the hybrid model
Since our launch in summer 2022, we have become the market leader for hybrid solutions in the hospitality industry. No other company combines innovative technology with the provision of skilled staff in this way. This hybrid model has allowed us to transform client processes and deliver measurable results in a very short time.
For example, in a recent project, the use of RPA reduced the processing time for inquiries by 50% , which significantly increased not only customer satisfaction but also the conversion rate.
If you would like to learn more, we would be happy to explain to you in a non-binding appointment how our products and tools work exactly and how you can take your convention sales to the next level with our support.