Digital technology has changed almost everything in the world of hospitality; most notably, guest expectations. Thanks to mobile devices, guests expect fast and hassle-free service as well as highly customized travel experiences. For cruise lines, this means delivering seamless service throughout an often lengthy and multifaceted guest lifecycle — from online reservations to debarkation. Now, more than ever, cruise lines need integrated technology solutions that work together to ensure efficiency and expediency at every touchpoint in the guest journey. A seamless experience requires real-time sharing of guest information across all platforms to create one version of the truth that enables easy modifications and is accessible to all the ship’s departments.
Oracle Hospitality Cruise offers a wide-ranging suite of fully integrated solutions — shipboard property management, fleet management, point-of-sale, kitchen management, dining management, analytics, mobile applications and more — that boost operational efficiency and staff performance while providing frictionless service for guests. The company’s solutions manage 11 million annual cruise passenger reservations, 6 million table reservations, 13 million annual excursions and more than $4 billion in onboard revenue.
Oracle’s comprehensive shipboard property management system provides cruise operators with scope to handle individual guests, groups traveling together, temporary visitors and the ship’s crew and staff. Beginning at check-in, the solution simplifies passenger and crew handling procedures by managing all relevant information — such as food preferences, folio accounting, emergency contact details, cabin numbers, complaints, and comments — in a central database. More than a dozen optional modules streamline operations and maximize revenue generation.
Cruise operators can conduct comprehensive, multidimensional, cruise-fleet revenue analysis by accessing information in Oracle’s fleet management system. Onboard transactions are logged in real-time ensuring that consolidated, accurate data is automatically transferred to shore-side operations. This visibility enables management to have real-time tracking of profit and loss performance – giving them the intelligence they need to fine-tune cruise schedules and maximize revenue generation.
Oracle’s Simphony point-of-sale system is fully integrated with the shipboard property management system, so that food and beverage transactions are automatically included in the general ledger and readily accessible to staff. Everything from pool drinks to evening dinners are charged directly via the ID card to the passenger’s cruise portfolio.
For the cruise operator, mobility is all about providing service anytime, anywhere. Crew members need to be un-tethered so they can keep pace with passengers. Simphony allows such freedom because it works in tandem with powerful, portable hardware such as Oracle MICROS Compact 310 Workstation – a smaller POS unit that is perfect for tight quarters and can be easily moved onboard to meet demand wherever it surfaces. To the delight of guests, it’s designed for “line-busting” and the Oracle MICROS Tablet 700 Series, with a lightweight, slimline, 7-inch design, this rugged, mobile POS is designed to engage guests, regardless of their location. It goes beyond accelerating service to enhance it by allowing greater one-on-one interaction.
The bottom line is that technology should always enhance the passenger experience. There’s nothing more important to the cruise industry. Contact Oracle Hospitality today and we can help you create a frictionless passenger experience.
Cruising Toward Smarter Ships – Our Take As the needs of consumers continue to evolve, so must the cruise industry, namely its customer service. Technology plays a crucial role in enabling cruise operators to deliver premium service to passengers anywhere at any time.
Cruise operators are looking at technology solutions that not only help improve the onboard experience, but anticipate guests’ needs before their arrival – whether it’s scheduling spa bookings and dining reservations or on-shore excursions.
Here are some trends we notice emerging throughout the cruise industry: