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Tech initiatives drive a sagging tourism industry

TECHNOLOGY IS set to spur the sagging Indian tourism industry which has witnessed a 15 per cent decline during the last fiscal, according to industry estimates. Online reservations, global distribution system (GDS), e-Holiday departments and implementation of sophisticated security systems such as swipe cards is prodding growth in the travel sector.

A much needed respite to the tourism sector, if the following facts are considered. Last year, outbound tourists exceeded inbound tourists (22 lakhs) by 30 per cent, according to statistics provided by the Department of Tourism.

Coupled with the economic recession and after-effects of the post-September 11 attacks, the travel advisory warnings issued by the U.S. and European Consuls have jolted the Indian tourism and hospitality sectors.

Travel sector

In 2000-01, the ratio of foreign tourists to Indian tourists was 65:35, with the majority cornered by foreign tourists. In 2001-02, the balance at 45:55 has tilted towards domestic tourists, sources said.

To counter declining tourism, tour operators and travel agents have been quick to adopt technology. "We have earmarked nearly Rs. 20 crores towards technology upgradation including front office automation and Internet reservation. It is imperative that the Indian tourism sector adapt technology,'' P. N. S. Nair, Travel Manager-Bangalore, Thomas Cook India, told The Hindu.

Another leading tour operator, Sita Travels has even commenced a e-Holidays division to cater to online travel enquiries. GDS providers like Galileo, Sabre and Amadeus have routed significant business to tour operators, informed Anup D'Souza, Sales Manager, Cox & Kings.

Galileo launched its web services in India to allow its customers direct access to the GDS provider's travel information and services. "We have a tie up with leading operators like TCI, Sita, Akbar Travels to service the Indian travel sector. Galileo will open its offices across 150 cities by next year to expand its presence,'' Vivek Verma, General Manager, Galileo India said.

Online reservations through the Internet is estimated to increase from a mere 10-12 per cent to nearly 25 per cent over the next five years, according to Rakhee Lalwani, Area Manager-South, Taj Group of Hotels.

Hospitality industry

This year, star hotels including the Oberoi and Taj Group saw a 20-25 per cent dip in occupancy rates (OR). Compared to a 65-70 per cent OR last year, most hotels have reported a 45-50 per cent OR during June 2002.

Official hotel web sites and GDS systems are being utilised by hotels to counter this slump faced by the hospitality industry, observed Devendra Bharma, General Manager, Oberoi Bangalore.

Internal security breaches have also added to the woes of the hospitality sector. Last year, some star hotels in Bangalore witnessed a spate of thefts and security breaches. The traditional `lock and key' system no longer offers privacy and security to hotel customers.

Following this episode, star hotels have tightened security to incorporate sophisticated technology like swipe cards and electronic transponders providing Fort Knox-like security arrangements to hotel guests.

"We invested Rs. 40 lakhs towards installation of hitech security systems such as electronic transponders developed by the U.S.-based Hafele to provide a secure locking system to hotel guests,'' revealed Suresh Badlaney, General Manager, Le Meridien, Bangalore.

Besides securing hotel rooms, the Hafele software monitors lift operations ensuring that the guest embarks only on the floor in which he/she occupies the room.

For now technology has helped hotels provide a more secure ambience to paying guests, while boosting tourism. With software such as guest history management and central reservation system developed by Fidelio, along with web services from Galileo, technology is set to change the traditional dimensions of tourism.

Preeti Mishra

in Bangalore

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