HOW AI AND INTEGRATED SYSTEMS ARE TRANSFORMING POS

New-age technology is providing real-time solutions to enable efficient functioning of hotel systems and enhanced guest service experience

- NISHA SHUKLA

Right from bill books to e-cash register to Point of Sale (POS) software and hardware systems, technology has brought about a revolution in the way businesses are conducted.

Most manual processes such as food order, room/table reservation and billing have been replaced with automated services. Fast-changing hotel technology is performing a pivotal role in enhancing guest experience, increasing revenues and engaging and retaining guests. According to the Hospitality Vision Study—a research body that analyses the hotel industry and trends in travellers’ preferences—66% guests have reported a much better stay experience when associates use technology.

In the past few years, POS has proved to be instrumental in streamlining a number of hotel operations such as reservations, transactions, detailed reporting, managing inventory, billing, invoicing, discount system and payment handling.

POS systems in hotels, for instance, are directly connected to the kitchen, which allows the hotel team to record a product/service to a customer’s account. It also provides real-time information on the delivery via time tracking and time projection, thereby avoiding any possible confusion over the delivery of the food or beverage.

“The new features offered by POS provides us with relevant data, such as the number of regular guests (at an F&B outlet), besides the amount spent by them and the invoice numbers. POS also helps with other critical aspects such as menu management, KOT management, accounting, audit and reports. It isn't just a tool for reporting transactions, but also a platform that helps hotels to improvise customer experiences by gathering guest feedback,” says Naved Karbelkar, Operations Manager, Taj City Centre Gurugram.