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Oct 19, 2018, 9:00 AM
With the help of EISI SOFT, Ingrid de la Fuente and Diego Víu from the Global Technical Services area at Meliá Hotels International, were responsible for closing the first Data Game lecture forum at the Innovation Summit event organized by the ITH, where they presented the success story of the implementation of EISI HOTEL, a tool for digitalizing maintenance operations and technical-legal processes.
*Ingrid de la Fuente, Diego Víu, and Xavi López during the presentation at the ITH Innovation Summit.
Xavier López, Operations Director at EISI SOFT, gave a presentation on the importance of digitalizing hotel maintenance operations, as well as all the regulatory records that every establishment is obliged to keep and the advantages this offers, stating that “operational digitalization allows us to understand how we are working internally so we can improve and respond to the increasingly demanding customer expectations.”
Ingrid de la Fuente, Technical Services Senior Manager at MHI, explained that digitalization is a strategic line for the chain and emphasized the importance of including maintenance in this digitalization. She highlighted that the goal was not just simple digitalization but gathering big data to infer analysis, identify key indicators, and make informed decisions. This achieves greater efficiency and improvement in processes.
The digitalization project began in 2017 with a pilot test, whose success led to implementation across the rest of the chain. Since then, EISI HOTEL has been implemented in 180 Meliá Hotels International hotels in 13 countries with over 4,550 users.
*EISI HOTEL implementation map in Meliá Hotels International establishments.
“The digitalization of both corrective and preventive maintenance has improved our efficiency and operational performance. Thanks to this, we have been able to eliminate paper, in line with our environmental strategy. With EISI HOTEL, we have achieved improvements in sustainability by being able to measure the achievement level of various indicators related to consumption and waste reduction in a much more agile and reliable way,” said Ingrid de la Fuente.
For his part, Diego Víu, Technical Projects & Compliance Manager at MHI, presented the success story of the analyzed hotel, Innside Palma Bosque. In this hotel, the digitalization of operations through EISI HOTEL allowed real-time identification of the situation regarding incident resolution and the application of improvements to enhance the data obtained. As he stated, "We haven't invested more money, it's the same people, the same teams, and we've simply digitally reinvented the way we work, meaning with the same people, organized differently, we have achieved much more efficiency.
According to the data presented, in the analyzed hotel, the time taken to resolve incidents was reduced by 80% thanks to the implementation of EISI HOTEL, going from 15 to 3 hours on average.
*Results obtained at the analyzed hotel.
Additionally, the data extracted from the platform was linked with customer satisfaction tools, and it was concluded that it allowed for a 76-point increase in overall hotel satisfaction, a 30-point increase in facility satisfaction, and a 24-point increase in online reputation. Similarly, the reputation of the rooms was improved, rising from just over 80% to nearly 90%.