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Partnership workshop:organization and products analysis
Venice, April 26th-27th 2012
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Summary
Day 1: 26th of April 09,45 Marmara Collection Delegation’s arrival in Venice 10,30-11,00 Visit at our Offices and introduction of GP Dati Staff11,00-11,30 Meeting (GPDati Headquarter Office)- Topics: What are the reasons to choose Scrigno instead of Opera and what are our benefits?11,30–12,00 Datacenter Visit, Datacenter Process Steps, Disaster Plans.12,00–12,30 Service desk and Call Center Process Steps, 1st Level and 2nd Level Support Details12,30-13,00 Web Interface Knowhow Exchange with Development Team13,00-14,00 Lunch in Mestre15,00-16,30 Visit to our customer Hotel Londra16,30-19,00 Visit to our customer Hotel Cipriani 19,00-20,00 City Tour and Aperitif20,00 Dinner in Venice00:00 Night Audit and Backup Process with FO Supervisors
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Summary
Day 2 - 27th of April
09,00-13,00 General Meeting- Topics: NewCo, Marmara Implementation and Manhattan 13,00-14,00 Lunch in Mestre
14,30-16,30 Meeting, Topics: New App. Booking engine, Rate Manager … etc.
17,00 Transfer to the Airport
Day 2 - 27th of April
09,00-13,00 General Meeting- Topics: NewCo, Marmara Implementation and Manhattan 13,00-14,00 Lunch in Mestre
14,30-16,30 Meeting, Topics: New App. Booking engine, Rate Manager … etc.
17,00 Transfer to the Airport
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Demand Volatility
Need to aim at customer loyalty
Need to differentiate sales on every channel for targeting different market segments
Why considering a new Corporate Information System?
How can a hotel company effectively compete in the current instable scenario in the Tourism Industry?
Competitive Pressure
Need to launch dynamic pricing strategies
Need to reduce operational costs for compensating lower sales prices
Need to take fast decisions for reacting to changed market conditions
EFFICIENCY
SFA
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CRM, Document Repository
General Ledger, Cost Control
USALI Reports(Excel)
B.I. system
F&B
hotels
Materials control and purchasing
Multi-Property Info System:CRS - Revenue (PMS provider)
PMS
Website BOL + IDS + GDS unbranded(Switch 1)
Chain Portal and GDS(Switch 2)
TA/Consortia/Airlines
Individuals, VIP,T.O. / TA(tel/mail/fax)
Groups, MICE, CorporateIDS Channel Mngr
on few hotels
Individuals
Budgeting (Excel)
Direct Mailing
Data extractorIDS portals
Contact Center
How hotel companies try to face the new challenges?
…with the ARLEQUIN approach! Schema of a group’s IT structure based on OPERA
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1. Proliferation of heterogeneous systems2. Information dispersion3. Redundant and inefficient processes4. Low productivity due to manual procedures
With “Arlequin” infrastructures grows exponentially the need of scarce, specialised and expensive human resources, who are then often under-exploited.
What does the Arlequin approach imply for a company?
General Ledger and Cost Control(Dynamics NAV)
Management Control + Business Intelligence (Scrigno and Oracle)
IDS Channel manager(Scrigno)
B2C+B2B(Scrigno)
SFA(Scrigno)
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F&B (Scrigno)
hotel
multi-hotel purchasing andMaterials control (Scrigno)
Multi-Property Info System:Revenue Mngmt – Budgeting - Datawarehousing (Scrigno)
PMS, Mailing, Doc Rep (Scrigno)
Individuals, VIP(tel/mail/fax)
Groups, MICE
Our response to complexity: a single-database system
CRM & Mktg Automation(Scrigno)
CRS / CRO, Mailing, Document repository(Scrigno)
Corporate, TO/TA(restricted website)
Adv/Consortia/Airlines(Gds)
Individualsweb
Chain Portal and GDS(Switch)
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As opposed to Arlequin systems, with a centralised and “on the Cloud” system the scenario is opposite: few people can manage all the processes even from outside.
A single-database and Cloud system does not impose a rigid organisational model, on the contraryit represents a driver for optimisation and restructuring, as it can adapt to any hierarchical structure.
Our response to complexity: a single-database system
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Scrigno key added values:
•Entirely web-based, hosted on PCI-DSS compliant data center
•Full integration of email server and document repository
•Ability to work offline for check-in, main-courante, charges and check-out
•Centralisation capabilities: single image inventory, centralised invoicing, centralised deposits, commissions and accounts receivables management
•Multi-channel distribution capabilities: 2-way integrated B2C, B2B and IDS channel management
•Leisure resort-specific features: complex pricing & package management, extensive allotments management, camping-specific PMS, beach management, multi-property RFID payment system
• GP Dati’s availability to tailor applications around Key Accounts’ specific requirements
Why choosing Scrigno?
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Scrigno’s key values
Description Benefits for the hotel company Impact on the Profit&Loss statement
Entirely web-based and “on the cloud”
The system can be accessed from anywhere without the need of local IT infrastructure
Dramatic cut of investments on IT infrastructure and maintenance, no dependance on hardware, access in mobility
COSTS
Unique system for the whole company
All the organisation uses the same system, online
Possibility to optimise the organisation by centralising or outsourcing processes
COSTS
Unique enterprise-wide customer database and CRM
Unique customer data Effectiveness of segmentation, CRM and Loyalty strategies,
No need of periodic data cleansing and merging
REVENUES
COSTS
Single image inventory Availability of all hotels in real time
Possibility to centralise the booking office gaining higher commercial effectiveness
COSTS
REVENUES
Integrated web booking engine and IDS channel manager
Full automation of online channels, following the revenue strategy elaborated in the PMS, with reservations entering directly into the system
Total elimination of manual reservation data entry,
Faster publication of prices & stocks Full control of rate parity
No redundancy in processes and resources
COSTS
REVENUES
The benefits obtainable through Scrigno
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Scrigno’s key values
Description Benefits for the hotel company Impact on the Profit&Loss statement
Integrated Emailing system Automation of all correspondance for offers, confirmations, promotions
Streamlining of front-desk activities and reduction of errors
COSTS
Integrated Document Repository
Enterprise-wide and web-based digital archive of any file related to customers and reservations
-Effectiveness of internal communication, - no loss of information,- cut of printing costs
COSTS
Unique database for reporting
Consistency and reliability of statistics without the need of elaboration and merge
Improved internal control thanks to real time reporting accross hotels and accross departments
CONTROL
Centralised administration procedures
Possibility to centralise Invoicing and Credit management
- Significant cost saving by concentrating functions at HQ- Higher control on credits accross the enterprise- Stronger contractual power for debt collection
COSTS
CONTROL
Integrated Microsoft NAV ERP and ORACLE Business Intelligence
Fully integrated system for General Ledger, Cost Accounting and Management Control on USALI standards
Real time and corporate-wide Management Control for detailed anaysis of revenue, costs and margins by Business Unit, Hotel, Cost Center, Department…
CONTROL
The benefits obtainable through Scrigno
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In conclusion:
According to our evaluations, the adoption of a global management system based on Scrigno and NAV can lead to long-term and structural improvements of many internal processes, thanks to:
1) Significant gain in operational efficiencies 2) Strong reduction in human-intensive activities 3) Full control on the whole organisation allowing faster decision-making4) Optimisation and semplification of the IT structure as a whole
Success Histories demonstrate that the efficiency gain can allow significant savings of 100% to 300% of the cost of Scrigno global solution.
Efficiencies obtainable by the whole Company
SUGGESTED CONFIGURATION OF THE DATA SUGGESTED CONFIGURATION OF THE DATA CENTERCENTER
ORACLE ASFORMS AND REPORT
1 PROC 2,5 GHZLinux 64bit16GB RAM
2NIC
ORACLE ASFORMS AND REPORT
1 PROC 2,5 GHZLinux 64bit16GB RAM
2NIC
ORACLE DBORACLE LINUX 64BIT
10.2.0.xxxORACLE RAC
2 NODE2 PROC 2,5 GHZ 32-64 GB RAM
ASM
Mail SERVER bckServer I/F
WIN2003 ENT1 PROC 8 GBRAM
FirewallMaster
switch
IBM STORAGE v7000
FC DUAL CONTROLLER 12-16 DISKS 300GB 15K
switch cisco 24 port
FC Switch
Logical Schema Server In Turkish Datacenter
Mail SERVERServer I/F
WIN2003 ENT1 PROC 8 GBRAM
OptionalStandby dabase storage
IBM STORAGE 3524 FC DUAL CONTROLLER
6-8 DISKS 600GB 10K
Optional Backup Mail Server
Optional Firewall/Switch
FC Switch
ORACLE DBORACLE LINUX 64BIT
10.2.0.xxxORACLE stanby
1node2 PROC 2,5 GHZ 32-64 GB RAM
ASM
LoadBalancerMaster
Firewall/slave
LoadBalancer/slave
switch
SCALABLE CONFIGURATION OF THE DATA SCALABLE CONFIGURATION OF THE DATA CENTERCENTER
Minimum Configuration (max 250 users)
Mid Range Configuration (max 500 users)
Enterprise Configuration (max 1000 users)
Housing Hardware ConfigurationBlade ibm/hp (dual power) 3 blades (mono processor) 4 blades (dual processor) 6 blades (dual processor)32 gb ram per lama 64 gb ram per blade Boot from sun 1 moduli fc per blade 2 modules fc per blade 2 moduli Ethernet per blade
1 storage esterni (ds3524 ibm o similari) 1 storage esterni (v7000 IBM or similar) 2 external storage (v7000 IBM or similar)12 disk 300gb per storage 16 disk 600gb per storage
1 firewall (configurabili master/slave) 2 firewall (to be configured master/slave) 1 switch ethernet gbit man 2 switch ethernet gbit man 1 load balancer 2 load balancer 1 SMS BOX
1 nas iomega 4-8 gb external for backups Housing Software configuration
Vmware vsphere 5.0 (ent)
4 Oracle Linux 64bit 6 Oracle Linux 64bit 4 proc oracle 11gr2 ent + oracle rac1 Windows 2008 2 Windows 2008 4 proc oracle 10gr2 AS enterprise2 proc oracle 11gr2 ent + oracle rac 2 proc oracle 10gr2 AS enterprise Gfi lanamanager or similar Antivirus server https certification gfi event manager
GP DATI’S DATA CENTER FOR DISASTER GP DATI’S DATA CENTER FOR DISASTER RECOVERYRECOVERY
ORACLE ASFORMS AND REPORT
1 PROC 2,5 GHZLinux 64bit16GB RAM
2NIC
ORACLE ASFORMS AND REPORT
1 PROC 2,5 GHZLinux 64bit16GB RAM
2NIC
ORACLE DBORACLE LINUX 64BIT
10.2.0.xxxORACLE RAC
2 NODE2 PROC 2,5 GHZ
32 GB RAMASM
Mail SERVER bckServer I/F
WIN2003 ENT1 PROC 8 GBRAM
FirewallMaster
switch
IBM STORAGE 4700
FC DUAL CONTROLLER
12 DISKS 146GB 15K
switch cisco 24 port
FC Switch
Logical Schema Server In Italian Datacenter (for Disaster Recovery site)
Mail SERVERServer I/F
WIN2003 ENT1 PROC 8 GBRAM
Internal sas disk
10 DISKS 450GB 10K
ORACLE DBORACLE LINUX 64BIT
10.2.0.xxxORACLE stanby
1node2 PROC 2,5 GHZ
24 GB RAMASM
LoadBalancerMaster
Firewall/slave LoadBalancer/slaveswitch
Interface SERVERServer I/F
WIN2003 ENT2 PROC 16 GBRAM
Interface SERVER-bckServer I/F
WIN2003 ENT1 PROC 8 GBRAM
IBM STORAGE v7000
FC DUAL CONTROLLER
16 DISKS 600GB 10K
For replication virtual servers
Replicated Wan storage
Scrigno Hosting architecture
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Reliability over 12 months: 99,81%
Key figures:
5400 registered users 800 concurrent users connected Around 200 properties hosted 40 CPUs 2400GB Data Base on Oracle tecnology Disaster recovery Incremental Back-up every 15 minutes, full back-up daily 1Gbit internet backbone connection 2 firewall in clustering The whole system redundant on virtual servers 2 separates and independents HDSL lines (redundant on radio bridge) 15000 mails sent and received per day 1000 IDS portals updates a day Over 100 monitoring per hour, with a team of 5 people available in farm 24/24 able to solve any problem
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Gp Dati’s data center is PCI-DSS certified
GP Dati is required to comply to:
- 208 requisites- 1 penetration test per year by a third-party certified company- 4 vulnerability scanning test per year by a certified company
What is PCI-DSS?
PCI security standards are requirements set by the Payment Card Industry Security Standards Council to protect cardholder data. The Compliance with the PCI security standards is enforced by the major payment card brands who established the Council: American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa Inc.
Who is implied:
PCI-DSS is of interest to all those who deal with specific information: the payment card number issued by the Credit card issuers. Therefore impacts on all merchants, banks, service providers (hosting suppliers, the keepers, in the database, of credit cards data).
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Help-Desk process
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The key phases
PreliminarPreliminaryy
Planning Planning
PreliminarPreliminaryy
Planning Planning PreliminaryPreliminaryPlanning Planning Approval Approval
PreliminaryPreliminaryPlanning Planning Approval Approval
Order Order CreationCreation
Order Order CreationCreationOffer Offer
Validation Validation
Offer Offer Validation Validation
ExecutiveExecutivePlanning Planning
ExecutiveExecutivePlanning Planning ProjectProject
ManagemenManagementt
ProjectProjectManagemenManagemen
ttProjectProjectClosureClosure
ProjectProjectClosureClosureProjectProject
StarterStarter
ProjectProjectStarterStarter
GP Dati’s project management process
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SCRIGNO’s
New features
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Scrigno offre deferent options of integrated booking engine for B2C and B2B.
The new solution of the integration through web services technology offering:
- Using Google Analytics for every page of the reservation.
- Total free to change the lay-out of the curent booking
- Free to public any photo or text of your desire directly in the booking.
- Managing booking, multi-hotel e multi-room
- Direct conection between web site e PMS
Booking online B2C e B2B integrated with CMS
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It allows you to view all the key information to optimize sales online: Hotel availability and rates at the BAR, business performance compared to budget, actual and OTB previous year.
To speed up the updating of the portals its possible to use predefined relationships between types of rooms, prices for both stocks.
Automating tasks on portals based on predefined rules
Integrated Channel management
Console for strategic planning of online sales
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Monitoring sales on all channels
From the availability mask it is possible to control also IDS and corporate BOL : initial stock/residual rooms, published price/rate code, restrictions.
Integrated channel management system
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Revenue dashboard on ORACLE B.I.
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Coming soon
The whole technology can be adopted simply by paying a small fee per every occupied room
The whole technology can be adopted simply by paying a small fee per every occupied room$$
1. Scrigno Wellness Fully integrated system for selling SPA packages at the hotel Booking Office, integrated reporting and CRM information for customer loyalty
2. Revenue Engine for IDS Channel Management
3. Web-based Easymeal F&B Integrated and centralised back-office for data & touch-screen set-up,
reporting, CRM information for customer loyaltyAutonomous touch-screen POS able to work stand-alone without connection
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Thank you!
GP DatiHotel Service Spa
Via Paganello, 22/a30172 Mestre (VE)Tel. +39 041 5330260Fax +39 041 5330150
www.gpdati.com
