TECHNOLOGY

ANEW Hotel Ocean Reef.

Technology adoption at the forefront in tourism sector

The travel and tourism industry is constantly evolving. However, 2020 and 2021 have become two of the most significant years for change in the sector. While the impacts of the Covid-19 pandemic might be seen on a global scale, South Africa’s tourism sector lost an estimated R164-billion in spending by domestic and inbound visitors in 2020 alone. Additionally, the number of jobs supported by South Africa’s tourism declined to 640,000 in 2020 from 1.6 million two years prior.

By Clinton Armour, chief executive officer of ANEW Hotels and Resorts.

Clinton Armour, chief executive officer of ANEW Hotels & Resorts, reflects on two of the most challenging years in the hospitality, travel and tourism sectors and how technology adoption is key to the growth of the hospitality industry.

Out with the old

The impact of Covid-19 on businesses cannot be overstated enough. Start-ups, small agencies and major corporations have all been affected, in many instances to a point where the business simply cannot be salvaged. At ANEW, we’re lucky enough to have a team of dedicated and forward-thinking individuals who found ways to innovate the business to ensure customer retention and satisfaction.

The industry is no longer using traditional methods of customer service. Business owners in the hospitality industry have long been automating their processes to improve the customer experience and even productivity within the company. The result is a significant improvement in efficiency in service delivery across the world.

It is important for our business to make the necessary developments and advances to stay ahead of the trend. You would like to ensure you are operating at the best you can and deliver a product that will be superior to your competitors. During these times, customer satisfaction is even more critical to our business. It’s been challenging during Covid-19 because we are short-staffed but still want to deliver a great experience to guests. Overall, we’ve managed to deliver our product well and stay ahead of our competitors.

ANEW Hotel Ocean Reef.

In with the new

We’ve achieved a lot of technology upgrades during this period, many of which I’ve been personally involved in. This included an upgrade on our entire reservation system to improve flow. Our aim is to make the process of booking and payment as streamlined and flexible as possible. This includes the option to book now and pay later as we feel flexibility is key. Guests receive a confirmation email that allows them to amend their reservation, should they wish.

We’ve also introduced self-check-in, which is a first in the country. We have our live check-in facility implemented and fully functional. Everything is done a day before the guest arrives, including pre-check-in and pre-screening forms where guests are able to check in their temperatures on the site. We’ve also added QR codes for digital directories and WhatsApp integrations for easier communications. This improvement in digital communication makes it easier to get in touch with us, giving guests added peace of mind.

We would like to seamlessly combine the technology aspect and guest booking experience with the human interaction expected onsite. We would like to make the reservation process as simple and convenient as possible while still being accessible for guests. In terms of communications, it’s also important to ensure response times are fast and efficient, and the introduction of WhatsApp integrations make that even more possible. I’m very proud of what we’ve achieved in this area so far.

In terms of our property management system, we’ve moved over to the Opera Cloud Hotel Management System. In fact, we are the first hotel group in Africa to make use of this software. With all its integrations, it’s proven to be an incredible product for our business.

Leisure market picking up

It’s interesting to see the ebb and flow of the leisure market, which has luckily seen an increase recently. What’s more, as more African countries travel to South Africa, we’re seeing an untapped, growing market that will certainly help bolster tourism in the country. I’m positive that when the international market returns, we’ll be in a great position to welcome them to our incredible country and provide the top-class service they expect from a destination like South Africa.

Despite what the naysayers think, South Africa is not far behind in terms of the global adoption of technology and infrastructure. Our airports, roads, facilities and other infrastructural capabilities are on par with the best in the world.

Currently, one of our biggest challenges is the online visa system, which is yet to be implemented. Visa application is a headache for many travellers and having an online system would be a huge selling point for travel agents. Unfortunately, we have yet to get an online visa system in place, but when we do, South Africa will be an even more desirable destination for international travellers.

Ultimately, we’ve seen great strides in our business and South Africa as a whole in terms of adopting technology systems in the hospitality space. Hotel groups are required to seriously begin reconsidering the way they do business or risk being left behind.

Who is Clinton Armour?

Clinton Armour is chief executive officer of ANEW Hotels and Resorts. His background is certainly entrenched in family values. Growing up on a farm in the KZN Midlands, Clinton learnt from a young age about the importance of a strong work ethic and business acumen. His family, who had been in timber and dairy farming since the 1950s, became involved in the hotel industry by chance when they secured an old roadhouse motel near Harding in the 1980s, which the Armour family managed independently over the next few generations.

Thanks to early exposure to hospitality and the opportunity to gain valuable experience from a young age, Clinton found his niche and took over the reins of the family business after seeing the value in working in the local leisure market. As such, Ingeli Forest Resort was born seven years ago, a comfortable, mid-level hotel about an hour’s drive from Port Shepstone.

Two years later and together with a business partner, Clinton bought the Protea Hotel in Hluhluwe, on auction. The newly-purchased hotel underwent an extensive R25-million refurbishment, and a five-star lodge was added to the existing four-star hotel.

During this time, he decided to form a new brand, with both hotels rebranded under the ANEW Hotels & Resorts banner. Clinton also added the Hotel Hilton in the Midlands to ANEW’s portfolio, increasing his stake in the industry by 100 beds. Currently, the ANEW group employs around 500 people.