Hospitality Innovation Experience
Ray Stevens is Re-shaping the Hospitality Industry with Innovative Technology
One day while meeting his father after work, Ray's father asked if he could take a look at a new system running the financial reporting system. (Al) Ray's father, explained that he spent all day working with two technical PM's troubleshooting why none of the chains solutions were connecting to their central server. Ray, had tried engaging the consultants was told he was not authorized to work on the system, even though he explained he worked P/T during the winters helping out. 5 minutes later, after being denied assistance from the developer answered the phone to assist with a reservation while his father scrambled to help a customer.
Knowing it was going to take a few minutes began killing time by talking with the CEO (who we will refer to as just MR Hilton, by telling him, about how he grew up living in his fathers hotel, and instantly clicked, he explained how he was working in the winter just to help out at the hotel, doing basic cleaning, cleaning sidewalks, taking care of the pools, and even rekyed locks etc to help out. He even explained how the future of hotels would require electronic door keys versus old manual keys and reccomended they look into the solution. Ray explained it was less expensive and quicker than replacing locks. Amazed they started talking and inquiring if I wanted a job at another location nearby to work full-time. After asking Ray realized Mr Hilton couldn't tell he was only 16 over the phone, and explained he was to busy playing hockey, was planning to go away to college next year for business law. He also told him was writing databases and building a solution for a local chain of hotels. He thought it was amazing and wondered why I wasn't going for IT, he explained his motivation, the real estate issues my father ran into with a hotel, and that he already had earned 12 collegiate credits toward an IT degree by being placed in an advanced study program at his high school. Ray even went on to tell how his high school teacher a (professor) from a local college reccomended not pursue IT, but instead master a new field due to already exceeding her knowledge in information technology. My father had already returned at this point but asked if I had a chance to look at the PC they were troubleshooting. Ray explained how he was told not to work on it by the local manager, and IT consultants due to only being a kid after my father asked if I could come by and help.
Mr Hilton, after learning my background, asked do you think you can fix it? I explained to him, I can fix anything however his consultant didn't know what was wrong, and that in the two minute I spoke to them had determined they had no clue what was wrong. He asked how I was so sure, I explained how they compained about the phone line, then the modem, not working. I then explained what a BBS board was and how I had built one at our house, and me being the geek I am had setup the PC myself when I came to meet my father and I tested the connection by calling into my BBS board. I explained it worked prefectly. I explained that when I started helping them I thought it was a simple fix, and explained it should only take me a few minutes to diagnose the issue, I just needed the setting from them verified. Mr Hilton in shock explained he was spending ten two twenty thousands dollars per week and had already spent a half million developing the solution, and they still hadn't got it working at a single location. I then tole him I'm all about procedure and probably shouldn't have answered the call, and Mr Hilton said he was happy I did. I asked him directly if he wanted me to take a look and he said "Yes", and to ignore the local manager, I'll talk to him directly. You have my permission. I then explained my father had to show a couple two hotel rooms, and had just gotten back if you still want to talk to him. He then said not yet, he was enjoying the conversation and wanted to know if I could take a look at the PC. I then sat down and started looking at the PC and explained I just need a copy of the settings to check it out, and that they had forgot to send it with the PC, or it would have been configured already. He then asked if I could hold on, the vendor was calling him to talk about the system. He then called back and said they just faxed it but would send another copy as the fax started printing. I walked over and took a look, thats when I noticed the fax was blank and so was the previous one. I began to laugh and said I wish I could get paid to screw everything up and explained, he giggled as I explained they had sent two blank faxes to us because they still couldn't figure out which way was up. He told me they were calling again, and would ask them to resend a copy. While on hold I explored some of the files used to connect to their server and saw some poorly written code. I made a copy and rewrote it as Mr Hilton switched back off call waiting to inform me they were now told to work with me and would be calling. Since I had him on the phone I explained I found a poorly written script updated, and even found an error that could cause a connection issue and was about to test it. Sure enough it worked. He then asked how long did it take me to find the error, and I explained less than 5 minutes and that I started looking at it while I was on hold and the financial data was now starting to appear for today's sales in the system. Excited he checked on his end and saw the same thing, it was working. Over excited, I explained I saw a few bad metrics in the system that would be easy to fix.
After a call with the CEO of the organization (we'll just call Mr. Hilton, which was fairly accurate), was furious that his elite developers, and consultants he paid hundred of thousand too couldn't get the system up and running.
Ray asked a few questions about the IP port numbers, and had the team backtracking their settings after about 2 minutes. Ray found the information was not configured properly, but then determined there were additional gaps. Ray knowing DOS, C+, Pascal, and a few other programs asked how they were troubleshooting the problem.
Ray Stevens is leading the charge in enhancing customer service at hotels through strategic partnerships with industry leaders. Come see the future of the Hosptiality Industry, and leading technology solutions. Raised in hotels, Ray Stevens learned the ins and out of hosptiality first hand by growing up onssite, adn then later in life assiting hotel owners grow their ERP and customer experience solutions.
Marketing: In collaboration with Salesforce, the industry leader in customer relationship management, Ray has developed AI-powered CRM systems for hotels. These systems allow hotels to offer highly personalized marketing campaigns that cater to individual guest preferences, resulting in increased engagement and loyalty. Plus, by deploying improved marketing plans, data can be catered to mobile apps upon customer return, showcasing their favorite meals, and resstaurants for future trips. Even wonder where you had that magical burger? We Remember....
Check-in Processes: Partnering with Canary Technologies, a leader in contactless check-in solutions, Ray has introduced seamless self-check-in kiosks and mobile apps. These innovations enable guests to bypass the front desk and head straight to their rooms, reducing check-in times from 15 minutes to just 3 minutes and significantly enhancing the overall guest experience.
Smart Door Locks: In collaboration with Assa Abloy, a world leader in access solutions, Ray has integrated smart door lock technology into hotel operations. Guests can now use their smartphones to unlock their rooms, eliminating the need for physical keys or cards. This not only improves convenience but also enhances security, as the smart locks can be easily managed and monitored through the hotel's central system.
Parking Solutions: Ray has also partnered with ParkMobile, and several VisualAI companies to offer real-time parking availability updates and automated payment systems. This smart parking technology reduces the time guests spend searching for parking by 40%, allowing them to quickly find spots and start enjoying their stay. All the guest needs to do is register their vehicles upon checking in on the mobile application.
License Plating: Collaborating with Hikvision, Ray has integrated advanced license plate recognition systems into hotel security. This technology enhances security and streamlines entry and exit processes for guests, reducing time spent at security checkpoints by up to 50%.
Robotic Luggage Carts: Ray has teamed up with Savioke to introduce robotic luggage carts that deliver luggage directly to guests' doors. These autonomous robots navigate through the hotel, avoiding obstacles and ensuring timely delivery, adding a futuristic touch to the guest experience and reducing wait times for luggage. There is no need to hunt for that lost luggage cart or too standby, when bell services is waiting to load your product right onto the robotic carrier. It even counts the number of items loaded onto the cart with Visual AI, and prints a slip for valdiation upon delivery.
Dinner Reservations and Food Delivery: Partnering with MobStore, and several new vendors on the market Ray has streamlined the dinner reservation and food delivery processes for hotel guests. Guests can easily book reservations at the hotel's restaurant or nearby dining establishments through the hotel's app. Additionally, food delivery services are integrated, allowing guests to order meals from local restaurants directly to their rooms. Although they guarntee the ride to the hotel yet, food warmers, and cooles are equipped right on the bot to keep your meal warm.
Room Service via Robotics: Partnering with Bear Robotics, and Robotic inventor's Ray has begun introducing robotic room service solutions that deliver food and beverages from local restaurants directly to guests' rooms. These robots navigate the hotel premises efficiently, ensuring timely and accurate deliveries. This innovation not only enhances convenience but also adds a futuristic touch to the room service experience, providing guests with a unique and memorable stay.
Cleaning Imrpovement via Robotic controlled vacuums, and new purificaion solutions: Ray has partnered with SMP Robotics, Digi and others to produce prodcut such as a self-cleaning vacuums, new air quality monitors, and robotics solutions for hotel rooms. These robots autonomously clean the rooms and monitor air quality, ensuring a spotless and healthy environment for guests. This innovative approach not only improves cleanliness but also enhances the overall comfort and well-being of guests. Additionally, Ray has integrated EcoQuest's, Activ.i, and an advanced air purification technology, to actively sanitize air and surfaces, providing continuous protection from viruses, bacteria, and mold. Plus by reducing airbound debris room cleanliness is estimated at 250x the average room!
Robotic Window Washers: Although windows washer are not new, enhancements ahve ben made with visual AI to detect cleanliness. Ray has already collaborated with several vendors, and IP owners such as KITE Robotics to introduce robotic window washers for hotel facades. These robots autonomously clean exterior windows, ensuring they are spotless every day. This technology not only enhances the overall guest experience by providing clear views but also improves safety and reduces costs associated with traditional window cleaning methods. Plus it's less likely to have a workers comp case from an employee falling off a ladder.
Advanced Security and Theft Monitoring: Ray has partnered with partners such as MoboKey to implement advanced vehicle security and theft monitoring systems. These systems use smart technology to lock, unlock, and track vehicles from anywhere using a smartphone. Real-time alerts for suspicious activity and features like geofencing and remote immobilization provide an additional layer of security for guests' vehicles. If a disturbance is detected, local AI can summon guards, local authoritirities and even send drones to capture bling spots in the security systems.
Enhanced Human Interaction: With all this technology you'd think humans are a thing of the past, but they are still here working to support the equipment, perfomring maintence and more. By implementing these advanced technologies, hotels have been able to reassign labor to focus on providing exceptional customer service in the lobby. Staff members are now available to cater to guests' needs, offer personalized services, host events for guests, setup special exhibits for the holidays, and some hotels are even adding new cast members for entertainment purposes.
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