Ruemz Hotel – Malaysia’s First Teaching and Innovation Hotel @ Taylor's University: An Operational Framework.

RUEMZ Hotel was established in February 2011 as Malaysia’s first teaching and innovation hotel. The property is fully owned by Taylor’s Education Group and managed by Taylor’s University, School of Hospitality, Tourism and Culinary Arts. The idea of setting-up such an ambitious on-campus hotel was derived from the futuristic thinking of the university’s management team. The purpose was to drive the School of Hospitality, Tourism & Culinary Arts to the next level by providing innovative teaching and learning tools, and to make it competitive with other global world-class universities offering a similar study disciplines.

The hotel is the brainchild of the most highly regarded school in the country and region. It provides a platform to produce future professionals and hoteliers by exposing students to a real-life hotel and restaurant environment, preparing them more thoroughly than any ordinary hotel school.

The business model is unique and it operates under a very clear mandate, which is to benefit the local and regional hotel industry through experimentation, innovation and technology, which is shared with the hotel industry during an annual seminar and hotel leaders networking event. This mandate is in addition to the school’s primary focus on teaching, training and development of hotel management students through a strategic innovative partnership.

The key success measures of this hotel have been defined by the ability to:

  1. Drive teaching hotel concepts
  2. Drive research and innovation in hotel concepts
  3. Drive financially sustainable business model concepts

The school is taking positive initiatives to ensure that the first two deliverables above play an important role, by connecting and engaging the academics of the school with the hotel in a truly meaningful manner. One way this is being achieved is by conducting practical laboratory classes for Rooms Division and Food Service entrepreneurship at the on-premise hotel and restaurant, using modules that were specifically designed to serve this purpose.

In addition, the school has implemented a cyclical model for lecturers being chosen by the hotel, to provide training and mentoring in a real-life hotel operations setting for students. These lecturers benefit from the updated knowledge and skills of the hotel’s operations and, in return for speaking, are also enhanced professionally. Initiatives such as the Future General Managers (GeM) program and Student Employment Program (STEP) which both incorporate a structured internship in operational, supervisory and management training, are being put in place for the benefit of the hospitality management students. The idea of the Global Scholar program has been further enhanced through the incubation of young talent within the hotel training agenda.

The launch and implementation of both STEP and GeM as a fast-track talent development program will enable RUEMZ to serve as an incubator for future hoteliers. The strategic partnership and student adoption as future talent has received enormous support and commitment from various hotel groups and properties, such as Shangri-La Hotels, Hilton Worldwide, Starwood Hotels & Resorts, Mandarin Oriental Hotel Group, Accor Hotels, Best Western, Compass Hospitality, Tune Hotels, Dorsett International, Swiss Garden Hotels & Resorts and Empire & Wolo Hotel Group. This aligns with the school’s core purpose of training and development of future hoteliers, which is currently being fully supported by these strategic partner hotel organizations.

The idea of innovation within the hotel environment is being delivered through the concept of a hotel laboratory for experimentation and research. Over time, it will serve the country’s hotel industry in generating new knowledge in hotel products. It will also serve as a reference for the industry in the future. “Innovation in Tourism” is described as the successful development and implementation of novel ideas, products and services. This leads to creation of new opportunities for additional value-added benefits for organizations and society. Thus, innovation is important as it contributes to improvement in quality of life and ameliorates economic status of the people and nation (CRiT 2010/2015)

The innovation projects that were outlined for implementation include testing of pillows and mattresses and how they affect guest satisfaction, at the request of selected companies; as well as pilot applied research projects on guest behavior towards room orientation; and female travelers’ needs in room amenities. These are just some examples of the link between Ruemz Hotel and the school’s research teams. Testing and validating such ideas and findings serve as a good platform for knowledge transfer, and will be shared during the school’s annual industry leaders seminars.

In addition to the ideas on innovation above, an Innovation Capability Maturity Model (ICMM) study was conducted recently on the Ruemz Hotel. A leading innovation consulting company known as Systematic Innovation Ltd, has developed this model. The company is based in the United Kingdom under the leadership of Mr. Darrell Mann. This framework is currently endorsed and supported by a group consisting of Global Fortune 500 companies and leading academic institutions, which also function as the pioneers who are contributing to developing the program’s framework contents and indicators.

ICMM is a framework and standard based on the output of a six-year program of research into organizational innovation capability, and the research has uncovered a number of distinctly different stages and levels of capability. These levels are described and then connected to a maturity model, now being endorsed by some of the most respected academic, industrial and governmental institutions in the world. The primary aim of the model is to help organizations to introduce and utilize the appropriate innovation tools, methods and strategies at the right time and in the right context, thus enabling an opportunity to significantly increase innovation success rate and resource utilization effectiveness. It is important to expose the hotel to such framework to allow maturity and sustainable growth in its innovation processes. This will directly benefit the school’s research and innovation center and various research teams working on applied research activities.

While the above two deliverables are already in motion with clear direction, the third deliverable has been consistently shaped to achieve its intended objectives. In order to drive financially sustainable business model and concepts, which ensures the hotel stands on its own in terms of business performance, the management team has drawn up commercialization plans to realize its business. This allows the hotel to expose its business plans and implementation to postgraduate students through key topics such as business management, financial management, revenue management, sales and marketing, and product enhancement. The key graduate outcomes at the management level for hotel management students at postgraduate level encapsulates these key competencies over and above the knowledge and skills in the areas of hotel operations.

References:

  • Darrell Mann (2013). ICMM – Innovation Capability Maturity Model. Taylor’s University, Malaysia
  • Gyurácz-Németh, P., Friedrich N. & Clarke, A. (2013). Innovation in special hotels – As a key to success. International Conference: Active Citizenship by Knowledge Management and Innovation. Make Learn: Management Knowledge and Learning. June 19-21, Croatia.
  • CRiT (2010/2014). Annual Report 2014. Centre for Research and Innovation in Tourism, Taylor’s University. Subang Jaya: Taylor’s Press.

Rotana and FCS e-Connect Working Up a Storm to Guarantee Excellent Guest Services

Rotana has partnered with FCS to bring the e-Connect solution to its hotels across the MENA region. Here, e-Connect will help drive guest satisfaction through the optimization of guest services management.
Rotana was looking to ensure smooth communication and efficient workflows between the various operational departments in hotels to ensure consistency in service delivery. After looking at other vendors, they felt that FCS was the most beneficial company to work with in order to meet their specific needs.
The case study details the initial objectives of the partnership, 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.
This case study is also featured in the March Issue of Hotelier Middle East magazine, one of the top industry publications in the region. To read the full case study on the Rotana Hotels experience, please visit http://www.fcscs.com/case-study/ now!

First e-Housekeeping Site in Australia – The Radisson Blu Sydney

The Radisson Blu Sydney has successfully installed the FCS e-Housekeeping solution, which went live in March. It is the first live site in Australia that demonstrates the operational efficiency gain from the e-Housekeeping solution. 

Radisson Blu’s housekeeping team is very supportive of the rollout of the e-Housekeeping system. Everyone in the housekeeping team likes the system, especially the supervisors, since the system helps them to fully automate the entire process of room cleaning and inspection assignments, as well as other housekeeping duties. In total, over 800 minutes are saved per day for all 362 rooms at the Radisson Blu.

With the proven ROI and productivity gain from the e-Housekeeping solution, Radisson Blu will continue to roll out e-Connect and e-Engineering solutions in the coming months to further improve efficiency through the FCS e-Solution platform.

Want to know more about e-Housekeeping? Please visit http://www.fcscs.com/fcs-e-housekeeping-and-m-housekeeping/ or contact us at [email protected] to arrange a demo for your hotel!

HKT and FCS’ Gala Dinner to Celebrate the Advert of 2015

A joint gala dinner with HKT, our Valued Business Partner in Hong Kong, was successfully staged on 21 January. Over 50 hoteliers joined us for a night of toasts, good cheer and horse racing games.

During the event, various solutions to creating a “Customizable Journey” for hotel guests were showcased, including:

1. Planning hotel booking through a multi-media contact center;
2. Check-in a guest through FCS and Ariane’s online check-in system; 
3. Facial recognition system helps to recognize the guest identity and personalize the entire experience;
4. Improve hotel operations with FCS e-Solutions and mobile apps;
5. Event management with high-density Wi-Fi coverage.

Are you looking for such customizable journey for your guest? Please contact your local sales offices or email [email protected].
Watch the Gala Night Video at https://www.youtube.com/watch?v=81G3DiBvvw4&feature=youtu.be

FCS Vega – Changing Business with Dynamic Guest and Business Data

FCS Vega, a first-of-its-kind solution that provides hoteliers with a long desired ability to tap into and understand the specific behavior of each individual guest, is now available!

This innovative new guest behavior business intelligence system is built based on the concept of “5 Spirits of Guest Behavior” and “3 Pillars of Hotel Business”. The 5 Spirits of Guest Behavior include:

  • Search- Compiles data on search results, such as price and amenities typically found by guests within a variety of media outlets (online advertisements, advertisements etc.)
  • Book- Provides insight into what led to a booking decision (loyalty program, word of mouth etc.) This also records details regarding what other amenities have been ordered, along with insight on where the booking was made (hotel website, mobile app, third party etc.)
  • Stay- Offers information on a guest’s stay purpose, which facilities they opted to use, and any preferences or complaints, as well as their manner of checking in (online, mobile app, front desk etc.)
  • Spend- Furnishes vital statistics on individual guest spending habits that can be broken down and analyzed by demographic and/or season of the year.
  • Feedback- Provides hoteliers with the opportunity to efficiently compile and analyze guest feedback from either internal/external surveys or social media accounts (Facebook, TripAdvisor etc.)

Meanwhile the 3 Pillars of Hotel Business include:

  • Marketing- Brand building, above/ off the line promotion campaigns, loyalty program, guest survey and social media feedback. This pillar is correlated to the guest spirit of “Search, Book and Feedback”.
  • Sales- Rooms sales, F&B sales, convention and event sales, laundry sales and others e.g. spa, gym, souvenirs, amenities etc.  This pillar is correlated to the guest spirit of “Book and Spend”.
  • Operations- Front office (e.g. PMS), back office (e.g. housekeeping, concierge, engineering, security etc.) and call center. This pillar is correlated to the guest spirit of “Stay”.

FCS Vega leverages the extensive guest-related data available through the FCS Rainbow solution and integration with the hotel’s third party systems, to analyze guest behavior in a variety of scenarios prior to, during and after the guests’ stay. This 360-degree view of the guest behavior makes Vega the only solution offering insight into exactly how guests interpret and react to a hotel’s various services and amenities.

Feeling excited about this new product and want to learn more about FCS Vega? Please visit http://www.fcscs.com/fcs-vega/ or email [email protected].

Many new talents have joined FCS. Check out who they are!

As FCS expands across the globe, unique talents are drawn to FCS and have joined us to help carry the company’s vision to the next level. FCS is proud to announce these talents who have joined our team in recent months.

Join our upcoming events to get to know us more

To strengthen FCS’ support of other technology forums for the hospitality industry, FCS participates in many events to showcase our various solutions. This allows customers in other parts of the world to get to know FCS better.