Wyndham’s Future

If one hotel chain exemplifies most of the trends discussed in this article, it’s probably Wyndham International. Consider that in the last year:

– Wyndham has committed to implement standard systems at all of its properties (MICROS-Fidelio OPERA CRS/PMS and Topline Prophet revenue management) by the end of next year
– the PMS at every property – Wyndham Hotels & Resorts and Summerfield Suites by Wyndham – will be run on an ASP basis from central servers at the Corporate office
– its Newmarket Delphi sales and catering systems will be tied in to the revenue management system starting this summer
– it has a central warehouse pulling data from all of these systems for analysis, including all checked-out guest folios from each property each night
– it implemented e-folio reporting and used it to win a major contract from IBM
– it’s rolling out mobile check-in/check-out units to selected properties, and is testing housekeeping PDAs
– it’s set up a guest recognition program (Wyndham By Request) that allows guests to update their profiles directly from wireless-equipped PDAs, even on the day of arrival
– it’s implemented Web-based e-procurement program (WynSource, using Go Co-Op) over it’s WynWeb Intranet
– it’s looking at infra-red links to pre-program the guestroom door locks so the guest can by-pass the reception desk.

Doesn’t this make them nervous? “Not at all!” says Mark Hedley, Wyndham’s Senior Vice President and Chief Technology Officer. “It looks like a long list in a short time, but every initiative we undertake has been carefully researched for months to make sure we’re using the appropriate technology, and it’s all tested thoroughly before we go live with it.”

“Our hotel network is a classic example. Many properties are cautious about the ASP model because they have no experience of this type of operation. But we’ll be using the same frame-relay network for the PMS that we’ve had in place for years for our central accounting (SAP), purchasing, e-mail and the Intranet. We know its performance and reliability, we’ve made substantial investments in the central servers and in network and hardware redundancy, and we’ve tested the PMS functions over it for several months. It works.”

“We live in a highly competitive world, and we’re going after new management contracts every day. All of these technological tools emphasize one thing to our prospective clients – that we’re totally committed to bringing the right tools – the best tools – to the job. And that lets us do the best possible job for them.”

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