Hospitality Tech Evolution of The Capital Hotels, South Africa
Jose Soares, Director IT, on How to Deliver Better Customer Experience
In its conventional course, the hospitality sector has been challenged by legacy technologies, which influences the quality of customer experience. However, the COVID-19 pandemic disrupted the industry landscape and compelled a re-imagination of outdated systems and procedures to align with the preferences of travellers seeking more personalized experiences and seamless digital engagements.
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Recognizing the need for change, The Capital Hotels and Apartments in South Africa promptly adapted to this new reality. Its technology department proactively initiated a digital transformation drive, encompassing a shift toward cloud integration, new-age technologies, and a resilient data security and privacy infrastructure. This was accomplished with a build approach than purchasing off the shelf third-party technology.
"The key to excel in hospitality business is to own the first line of customer journey. The industry is layered with a multitude of third-party platforms, which result into integration nightmare. If we have to create a unique and immersive experience, we have to master that first line of customer journey," said Jose Soares, director of IT, The Capital Hotels and Apartments.
In this video interview with ISMG, Soares discussed:
- The importance of building platforms over buying them;
- The need for cloud transformation in hospitality industry;
- Early experiments with generative AI and its scope for innovations.
Soares is creative at heart and a technologist in action. For more than 15 years, he has actively worked across the digital landscape, from fintech, mobile payments, games, social media to telecoms.
