The Dorchester Hotel by Katherine https://padlet.com/kass1090/thedorchesterhotel Information Systems and technology used by the organisation en-us 2016-11-11 10:23:51 UTC 2025-05-26 14:31:20 UTC hello@padlet.com kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/136976331 The Dorchester is located at what was originally the Manor of Hyde, currently Marble Arch. In the 18th century, Joseph Damer, the Earl of Dorchester, bought the land to erect Dorchester House. In 1929, two building companies, Sir Robert McAlpine & Sons and Gordon Hotels Ltd., purchased and demolished the property with the intention to create ‘the perfect hotel’ with ultramodern and ultra-efficient finishing touches, using the latest technology available at that time. The developers’ vision was to have telephones in each room, draught-proof windows and soundproofed walls, things that are normally expected nowadays. The Dorchester Hotel was opened in April 1930 by Lady Violet Astor and since then has retained its reputation as a luxury hotel (Hibbert et al., 2011). ]]> 2016-11-11 11:34:48 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/136976331 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/136983233 2016-11-11 12:22:31 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/136983233 HISTORY OF DORCHESTER COLLECTION kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/136983887 2016-11-11 12:26:07 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/136983887 THE DORCHESTER’S PROPERTY MANAGEMENT SYSTEMS (PMS) kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/136997616 2016-11-11 13:42:59 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/136997616 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137010809 PMS are design to process essential information and can be seen as the ‘Mission-Control System’. The system is key for planning business strategies (Benckendorff et al., 2014). The Dorchester controls its operations through Opera PMS provided by Oracle, which is ‘an open and flexible platform that can be tailored to the unique requirements of any property’ (Oracle, 2016). The hotel’s operations are largely connected with Opera PMS. 

The system obtains and records automatically guest’s information from the hotel’s website and the different Online Travel Agents (OTAs) and Global Distribution System(GDS). Functionalities include the front of house bookings and reservation systems, helping assigning rooms and maintaining the guests’ profiles, posting rooms charges and updating housekeeping status. 

The different systems working in conjunction with The Dorchester’ PMS are:
  • Livebookings which controls the restaurants’ reservations
  • Micros, the Central Reservation System (CRS)
  • Quarkx, used for designing menus 
  • Fourth or FnbManager, which controls inventory and places orders with suppliers
  • InfoGenesis, used to set up items sold for the different outlets, record sales and print bills for guests.
  • IDEAS which provides a revenue optimisation system
  • Hotsos, which records any guests’ issues
  • Microsoft Office, which helps to create documents such as customer’s letters, internal emails, events presentations and financial statistics.
  • Adobe Acrobat, used to generate invoices automatically 
  • Internet Explorer, which provides a common platform to access the hotel’s intranet and access to news, training and personnel information as well as check what competitors offers and any changes on the company’s strategy.

The hotel has 250 bedrooms and suites with free complementary Wi-Fi for all guests. Each room has a Bang and Olufsen television, DVD player, and Apple TV on request. The suites add more entertainment gadgets with Skybox and free magazines to download. Additionally, The Dorchester offers 10 rooms for events (Dorchester Collection, 2016).
]]> 2016-11-11 14:31:47 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137010809 THE DORCHESTER’S GUEST/CUSTOMERS CYCLE kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137134089 2016-11-12 14:31:28 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137134089 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137134272 The process in which the guest or customer interact with the hotel and its different departments over five defined stages is commonly known as the guest cycle (Andrews, 2008). The five stages of guest cycle consist of:

]]> 2016-11-12 14:35:03 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137134272 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137134351 The guest cycle involves different distribution channel at the Pre-arrival stage. The Dorchester’s Online Travel Agencies (OTAs) are Agoda, Booking.com, Trivago, Expedia, and TripAdvisor. Additionally, The Dorchester operates with Global Distribution System (GDS) including Amadeus, Apollo/Galileo, Sabre and Worldspan (Dorchester Collection, 2016). 

The Dorchester uses other systems that connects to the PMS on the occupancy stage.  ‘Livebookings’ records any booking in the hotel’s restaurants. The system records the frequency, complaints and personal details of the guests and walk-ins.  ]]> 2016-11-12 14:36:44 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137134351 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137134624 Adaco and FnbManage, now Fourth, are software used by the food and beverage outlets to register all stock holdings/inventory and to place suppliers’ orders. Everything that is purchase for the hotel must be recorded with a unique product code for each product. The approval for the purchasing of goods is done electronically by the manager of each department. ]]> 2016-11-12 14:41:29 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137134624 THE DORCHESTER CUSTOMER RELATIONS MANAGEMENT (CRM) kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137134951 2016-11-12 14:47:14 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137134951 THE DORCHESTER’S REVENUE MANAGEMENT (RM) kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137135070 2016-11-12 14:49:37 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137135070 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137135111 Revenue management is the discipline that analyses and forecast consumer behaviours to maximise product availability and revenue growth. The focus of RM is to sell the right product to the right customer at the right time for the right price by understanding the customer’s perceptions of value for money, location and availability for each customer segment (Wang,2014).]]> 2016-11-12 14:50:26 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137135111 THE DORCHESTER’ QUALITY ASSURANCE (QA) kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137135175 2016-11-12 14:52:00 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137135175 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137135197 Quality Assurance is the business methodology used to ensure that the targeted level of quality during the development process of products or services is achieved. The purpose of QA is to gain customers’ trust and build an excellent reputation of the hotel (Bucki, 2016). To achieve it highest success, The Dorchester relays on Leading Quality Assurance (LQA), which is an external company that provides ‘quality assurance audits, benchmarking analysis and training services to the luxury industry’ (LQA, 2016). The Dorchester is able to monitor and improve its performance with these audits.

]]> 2016-11-12 14:52:33 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137135197 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137135316 2016-11-12 14:55:06 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137135316 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137143873 The Dorchester’s sumptuous décor and high service standards have served to attract famous and influential people. The royal family, politicians, writers, and artists are part of the exclusive list of visitors. The hotel, currently owned by the Sultan of Brunei, has five restaurants: The Grill at The Dorchester, The Promenade, Alain Ducasse at The Dorchester, The Spatisserie, China Tang and The Bar at The Dorchester. ]]> 2016-11-12 17:24:19 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137143873 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137144618 2016-11-12 17:37:27 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137144618 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137145660 CRM is an extensively applied strategy to manage the interaction of the hotel with existing and potential new clients. The CRM’s purpose is to maintain the existing customers’ relationships with the hotel and to find, attract and gain new clients. This approach uses the hotel’s technology to organise, automate, and synchronise sales activities, marketing campaigns, customers service, and customer service. Employing CRM strategies enhances customers’ repetition and reduce marketing costs (Rutherford and O’Fallon, 2011).

The Dorchester holds in Opera PMS guest information such as rooms preferences, allergies, and previous stays history to provide customers with a personalised experience. Additionally, the hotel analyses data from Smith Travel Accommodation Report (STAR). The report compares the hotel’s performance against its competition and local market. The output is provided using benchmarks and never discloses the name of the competitors (STR, 2016). Using Eflash system and the stored guest information, the hotel sends marketing campaigns to promote the business. The Eflash system only allows a number of emails per month, so customers do not perceive the hotel’s emails as a spam. 

Social media is another important area that The Dorchester takes into account for CRM. Platforms such as Facebook, Instagram and Twitter are used to bring live updates and news to the customers. The importance of maintaining the different social media platforms the hotel stimulates customers and creates a more personable engagement with existing and possible future customers. The Dorchester encourages online users to use hashtags on Twitter and Instagram. Customers can participate on a monthly competition using the hashtag ‘#DCmoments’ for the chance to win different prizes. 
]]> 2016-11-12 17:54:56 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137145660 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137145726 2016-11-12 17:56:12 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137145726 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137146480 Employees are also important in the equation for success. By collecting employees’ feedback, it allows the organisation to measure ‘the elements of worker engagement that are most powerfully linked to improved business outcomes’ (Gallup, 2016). Gallup is a system used by The Dorchester that measures surveys staff to measure employee engagement. 

]]> 2016-11-12 18:09:11 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137146480 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137147206 2016-11-12 18:21:51 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137147206 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137147468 ‘InfoGenesis’ is used to collect selling data as it is interconnected with the Revenue Management System. InfoGenesis is used to set up items that re sold in the outlets such as food, cocktails and wine. The recipes are created on ‘Adaco’, and a unique bin-number is created which has to be linked to InfoGenesis so that every time an item is sold, the correct measures are deducted from the inventory. Every action is recorded and a sales summary can be executed by day, month and year. This software is also used to print guests checks and to take payments or charge any bills to the room.]]> 2016-11-12 18:27:46 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137147468 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137147612 The Dorchester gets financial information from Opera, including Micros and all the related PMS. Then to analyse this information the data is transferred to IDEAS an dedicated software that analyse date and generates reports. ]]> 2016-11-12 18:30:24 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137147612 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137147985 2016-11-12 18:36:48 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137147985 CONCLUSION kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148137 2016-11-12 18:40:20 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148137 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148141 The usage of technologies in the hospitality industry plays an important role for the effectiveness and success of hotels. The Property Management System is the core of the hotel and helping to monitor the operations and storing relevant data that helps to improve the competitiveness of the business. Different departments such as Finance, Revenue Management, Sales and Marketing also take advantage of the stored guests’ information to develop strategies, increase revenue and introduce marketing campaigns that evolve and adapt to the customer’s expectations. The Guest Cycle is also supported by different systems that can ease the guest experience. It is critical for hotels to embrace the new technologies especially the ones that have already proved success.  Customer Relations Management needs quantitative and qualitative data to provide an excellent customer service. The usage of different technologies such Opera for recording the guest preferences, and the STAR report to monitor the hotel’s positon in the market, provide relevant information to improve the operations of the business. Social Media can also increase customer’s engagement by creating a direct communication channel with guests. Not less important are systems that help to measure the level of relation between the hotel and employees. 

The Revenue Management is also supported by the collection of data in the PMS. With dedicated systems for Revenue Management specialist can make decisions in regards of the direction of the business and its financial strategies. Hotels also need to monitor quality maintain and gain customers’ trust and reputation. Therefore, specialised systems for Quality Assurance provided from external companies help to analyse and solve the different issues exposed.  

Without the systems available for hotels it would not be possible to keep up with the speed that the hospitality industry is moving. Hospitality professionals should always have an awareness of new systems coming in to the market and potential opportunities to improve the operations and business success as whole. 
]]> 2016-11-12 18:40:27 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148141 RECOMENDATIONS kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148207 2016-11-12 18:41:46 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148207 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148223 The hotel is not showing any effort to keep up with the hospitality market evolution and it can be argued that the future success of The Dorchester relies on the capacity to adapt to new market trends. Throughout the analysis of The Dorchester’s system six key recommendations to improve the business have been identified: ]]> 2016-11-12 18:42:06 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148223 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148387 2016-11-12 18:44:35 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148387 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148774 Oracle PMS key features:]]> 2016-11-12 18:47:53 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148774 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148821 Some of the system’s key benefits are:]]> 2016-11-12 18:48:48 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148821 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148889 1.   The Dorchester PMS should migrate to a more up to date version that will allow the business to control processes more efficiently and deliver an outstanding guest experience.  The newest version ‘Oracle Hospitality OPERA Property’ is a popular hotel management platform. The system offers a more sophisticated version of the PMS. The ‘App Style’ interface is more user friendly, helping the business to save money on expensive training sessions. ]]> 2016-11-12 18:49:58 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148889 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137148989 2.  The issue at pre-arrival stage for the Dorchester is that the inventory control is not updated by the hour affecting the room availability for GDS and OTAs. Therefore, a more updated version of the PMS, providing a live inventory to OTAs and GDS, will improve the hotel’s inventory management.]]> 2016-11-12 18:51:55 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137148989 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137149044 3.  The Dorchester offer can be seen as ‘old fashioned’ and some of the services are tired. New technologies such as mobile integration, new guestroom and energy conservation technologies that have already proved success for another chains should be embraced by The Dorchester (Terry, 2016). Great examples of are:]]> 2016-11-12 18:53:01 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137149044 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137149091 A) The ‘1-minute self-check-in’ or ‘automatic check in’ offered by Citizen M hotels ]]> 2016-11-12 18:53:57 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137149091 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137149340 B) The mobile phone usage or smartwatches to check-in remotely and open the room’s door are technologies used in Village hotels ]]> 2016-11-12 18:57:10 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137149340 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137149428 and in some Starwood hotels ]]> 2016-11-12 18:58:51 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137149428 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137149468 C) The in Room Technology of Ecclestion Square Hotel ]]> 2016-11-12 18:59:37 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137149468 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137149695 4.  Express checkout counters or mobile integrated system should be offered. Experiences in Marriot hotels have shown a positive reaction from guest when having checked-out using the express system integrated with Marriot’s App (Nicholls, 2014).]]> 2016-11-12 19:04:42 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137149695 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137149967 5.  The Dorchester should look for synergies with other successful businesses. The experience of Starwood and Uber is a clear example of how to increase market share and position of the company in the marker through enhancing customers’ experience and perception of the brand. ]]> 2016-11-12 19:09:55 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137149967 kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137150077 6.  The Dorchester should improve customers’ experience by implementing Wi-Q. This new technology will allow customers to order and pay for food in any of the 5 restaurants of the hotel without the necessity to download an app by simply connecting to Wi-Fi.]]> 2016-11-12 19:12:17 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137150077 REFERENCES kass1090 https://padlet.com/kass1090/thedorchesterhotel/wish/137152410
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]]> 2016-11-12 20:01:58 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137152410 juan_o16 https://padlet.com/kass1090/thedorchesterhotel/wish/137203346 2016-11-13 16:59:31 UTC https://padlet.com/kass1090/thedorchesterhotel/wish/137203346