Korea’s Lotte Hotels & Resorts has successfully deployed an IT service management (ITSM) system from IBM.
The implementation gives it an established standardised IT service processes and systems for chain hotels around the world and provides more stable IT services to enhance customer and employee satisfaction. It also makes IT asset management convenient and transparent and forms the foundation for digital innovation to grow into a global hotel chain.
Lotte Hotels & Resorts operates 32 hotels in cities such as Seoul, Jeju, New York, Moscow, and Hanoi. Despite the pandemic, it continued to expand by opening a new hotel in Seattle last September.
This required the group to establish consistent processes and systems to efficiently operate the IT services of all chain hotels around the world.
IBM’s Global Technology Services unit analysed the status of the group’s services and identified 140 service requirements and established standardised IT service policies and processes for each requirement to be applied to all chain hotels, as well as an ITSM system.
Through this project, employees of Lotte Hotels & Resorts can easily request for appropriate IT services through web or mobile when IT-related problems occur, such as check-in or card key issuance failures or when IT devices are needed.
Users are also able to check status of their requests anytime. IT managers can better manage tasks such as request for authorisation grant and data, as well as check the status of IT devices and assets such as PC, servers, and kiosks in each hotel chain to manage them more transparently.
Photo: Lotte Arai Resort