毕马威 -现代酒店服务业需要全新的企业资源规划方案 Modern Hospitality Requires a New Approach to ERPs

IndustryPerspective

workday.KPMG

ModernHospitalityRequiresaNew

ApproachtoERPs

Hospitalityleadersknowthatchangeisconstant—butoverthelastfewyears,theindustryhasseenchangeaccelerateataspectacularpace.

Forexample,despitesinkingtohistoriclowsin2020,thelodgingsectorswiftlyreboundedmidwaythrough2022withyear-over-yearRevPARgainssurpassingprepandemiclevels.Disruptivebusinessmodels,suchasghostkitchens,

furtherfantheflamesofchangeandarepredictedtomakeup50%ofthedrive-thruandtakeawayfood-servicemarketsby2030.

Addtothatthesuddenshiftfromon-sitediningtopickupservicesand

third-partydeliveryappsfollowingprotractedrestaurantclosings,or

hospitalityenteringnewarenassuchasvirtualrealityresorttoursand

metaverseexperiences,augmented-realityhotelrooms,andNFTstograntloyalguestsextraperks.

Amidsomuchchange,theabilitytoadaptisparamounttobeingable

tosurvive—letalonethrive.Yetadaptabilityischallengedbymonolithic

enterpriseresourceplanning(ERP)systems."Inmanycases,hospitality

ERPsystemsareoldanddisparate,cobblingtogetheralotofdifferentpoint

solutions,"saysKarenSchreiber,principal/partneratKPMG.Ratherthan

deliveringaone-size-fits-allsolution,thesebrittlesystemstendtoberesourceintensiveandrequirecustomizationsandupgradestostaycurrent.

Inmanycases,hospitalityERPsystemsare

oldanddisparate,cobblingtogetheralotof

differentpointsolutions.

KarenSchreiber

Principal/Partner,KPMG

"Theworldischanging,andhospitalityischanging,andwe'reseeingmoredesireforsystemsthatdrivegreateranalyticsandinsights,"saysSchreiber."Hospitalityleadersarehavingtoquicklyfigureouthowtogetonboardwiththetechnologyadvancementstheyhaven'ttakenadvantageofoverthelast10-plusyearssoasnottobeleftbehind.”

Tomaximizebothadaptabilityandanalytics,hospitalityorganizationsneedaplatformthatseamlesslyintegratesfront-andback-officesystems,whileprovidingmoreflexibilityandfreedomtochoosebest-in-classapplications.TheyneedwhatsomeorganizationscallacomposableERPandwhatotherscallanenterprisemanagementcloudsolution.

WhilebothlegacyERPsandtheirmodernalternativestargetcorebusinessfunctionssuchasfinanceandhumanresources,thelatterarebuiltwith

adaptabilityattheircore.Highlyflexibleandconfigurable,acomposableERPcanevolveovertime,addingnewbest-of-breedapplicationsastheyemergeandremovingoutdatedsolutions—withoutdisruptingthebusiness.

ModernHospitalityRequiresaNewApproachtoERPs|2

ModemHospitalityRequiresaNewApproachtoERPs|3

Anagiledataarchitectureallowshospitalitybusinessestoseamlessly

integratewithothersystemswithoutcompromisingdatasecurityorprivacy.Andbecausecloud-nativesolutionsarebuiltonacommondatacore,they'rebetterabletoleverageautomationandmachinelearningtodrivestrongervaluecreationversusvaluetracking.

"ERPscannotkeepupwiththeever-changingnatureofbusiness,"saysJoeWilson,CTO,Americas,Workday.WilsonpointsoutthatERPsdatebackto

the1960s—whathaschangedsincethen?Forhospitality,almosteverything.Yetlegacysystemshaven'tfundamentallyevolved,despitethe“liftandshift”strategysomeorganizationshaveusedtomoveon-sitesystemstothecloud.AsWilsonsays,"Unlikeclassiccarsorfinewines,ERPsdonotgetbetterwith

”

age.

AlegacyERPforceshospitalityleaderstoplaybyitsrules;acomposable

ERPplayswellwithothers.Hospitalityorganizationsthatmaketheshifttoamodernsolutionwillbebetterpositionedtoadaptasbusinesschanges—nowandintothefuture.Followingarefiveconsiderationsthataredrivingmore

hospitalityexecutivestorethinktheirenterprisemanagementstrategies.

Unlikeclassiccarsorfine

wines,ERPsdonotgetbetterwithage.

JoeWilson

CTO,Americas,Workday

Unifieddata.

Neverbeforehasthehospitalityindustryhadsomuchdatawaitingtobe

mined—it'ssittingindigitalsystemsspanningeverythingfrompoint-of-sale,customersatisfaction,andfoot-trafficdetailstoinventorymanagement,

contingentlaborpools,andmenuitemdetails.Andmoredataisconstantlygeneratedbychatbots,QRcodemenus,onlineordersanddeliveryapps,andthemetaverse.Butwhatuseisallthatdataifit'sstuckindisparatesystemsandsiloedbyfunction?

Butwhilethehospitalityindustrymayhavealotofdata,thatdoesn'tmean

thedataisaccessibleorreliable.Formanyorganizations,differentfunctionswithinthebusinesspurchasepointsolutionsthataddressspecificchallengesorpainpoints,suchassoftwareforguestrecognitionandrewards,revenuemanagement,catering,andmore.Yetthesetoolsrarelytalktooneanother,givingotherfunctionleaderslittlevisibilityintothedatainsidethem.LegacyERPsexacerbatetheproblembystoringdatainrelationaldatabases,whichoftenrequiresmanualextractionpriortocollaborationoranalysis.

Financeisincreasinglybeingaskedtohelpguidestrategicdecision-makingasmoreofabusinesspartnerratherthanamachineshopthatclosesthebooks.

GlennHare

SeniorDirector,IndustryGTMDeliveryLeader,Workday

Bycontrast,acloud-nativeenterprisemanagementsystemseamlessly

pullstogetherdatafromacrosstheenterprise—andsecurelyblendsdata

fromthird-partysolutions—intoasingleunifiedplatform,sodatacanbe

accessedandanalyzedinrealtime.That'sagamechangerforleadersaskedtosupportstrategicdecision-making,oftenwithonlyafragmentedviewof

companydata.Amongfinanceleaders,forinstance,Workdayresearchshowsthere'sbroadconsensusthattechnologytounifypeople,operational,and

financialdatawouldgreatlyimprovereal-timedecision-makingandaccelerateplanningcycles.

ModernHospitalityRequiresaNewApproachtoERPs|4

"Financeisincreasinglybeingaskedtohelpguidestrategicdecision-makingas

moreofabusinesspartnerratherthanamachineshopthatclosesthebooks,saysGlennHare,seniordirector,industryGTMdeliveryleader,Workday.

Visibilityisworthwhile.Butthefullvalueofacloud-nativesolutionstemsfromitsabilitytoleveragemachinelearningandautomation—andtheunderlyingdataarchitecturebuiltforsimilartechbreakthroughsastheyemerge.With

techallbuteliminatingmanual,repetitivetasks,financespendslesstimeclosingthebooksandmoretimetellingthedatastory—leadingtobetterbusinessdecisionsandbusinessvalue.

Fit-for-purposeflexibility.

Fordecades,ERPshaveclaimedtoprovideacomprehensivesolution.Butintryingtobeallthingstoallhospitalitybusinesses,legacyERPsfailtoprovideacompletesolution.ERPsrequirecomplicatedcustomizationsandcostly

updates,andanyhospitalityfunctionalitystilldemandscustomintegrationsandthenavigationofmultipledatasilos.

"Formanyhospitalitycompanies,theirsystemsarenotwhattheywouldhavecreatediftheyhadstartedfromscratch.Rather,theirsystemshavebecomemazesovertime—difficulttonavigateandtountangle,"saysKeithMattioli,principal,KPMG.“Ifanorganizationwantstoreplaceonesmallsystem—forexample,theirpaymentsorcustomerrelationshipmanagementtool—the

sheercomplexityofdecouplingtheexistingsystemfromtheirERPissogreatthathospitalityleadersfindthemselvesstuck.Theystartbuildingtechnicaldebt.”

Andwhenonehospitalityorganizationmergeswithanother,Haresays

it'sbrutaltointegrateitintotheERPsystem.GivenhighM&Aactivity

inthesector,accordingtoKPMGthatpainpointseemsbothcommon

andburdensome.Hospitalityorganizationslookingtoswiftlyonboardan

acquisitionmaybesloweddownbymultipletoolsanddifferentdataformats.

Bycontrast,acomposableERPisdesignedtoswapnewsolutionsinand

out,accommodatingtherealityoftodays—andtomorrow's—ever-changingtechnologylandscape.Hospitalityorganizationscaneasilyharmonizedata

acrossnewbusinessmodelsoracquisitions.Andtheycanchoosetheirtools—suchasthird-partydeliverytoolsorguestmessagingapps—tofullycapturethevalueofthosesolutions,blendingdatafromreal-timetechwithhistoricaldatatosurfacericherinsightsandtrends.

"Moderntechnologyplatformscanandshouldprovideagilityforhospitalityorganizationsbyintegratingisolatedmovements—acrossinventory,finance,HR,point-of-sale,marketing,CRM—soitallcomestogether,andanyofitcanchangequicklyandeasily,"Wilsonsays.

Formanyhospitality

companies,theirsystems

arenotwhattheywould

havecreatediftheyhad

startedfromscratch.Rather,theirsystemshavebecomemazesovertime—difficulttonavigateandtountangle.

KeithMattioli

Principal,KPMG

AcomposableERPisdesignedtoswapnewsolutionsinandout,accommodatingtherealityoftoday's—andtomorrow's—ever-changingtechnology

landscape.

Hospitalityorganizationsstillneedastable,reliabletechnologycore;

otherwise,theyriskassemblingajigsawpuzzleofadhocappsanddigitalcapabilitiesthatdon'tworktogetherinrealtime.

ModernHospitalityRequiresaNewApproachtoERPs|5

Amodern,composableERPprovidesthisdigitalbackbone,supportingthe

operationofotherindustry-specificsystemsandallowinghospitalityteamstoblenddatafrominternalandexternalsystems.

"Tobemorenimbleandflexible,hospitalitybusinessesneeddifferentsolutionsfromdifferentvendors,"Mattiolisays."Andtheyneedanarchitecturethat

allowsthemtodothat—toplugandplaydifferentsolutions.Themoreflexibleandadaptabletheirsystems,thebettertheycanreacttowhat’shappeningintheindustry.”

DNA-deepsecurity.

Hospitalityremainsatoptargetforcyberattacks,withdatabreachesbecomingmorecommonandsophisticatedasorganizationsshifttodigitalbusiness

models.From2021to2022,theaveragecostofadatabreachinhospitalitywas$2.94million,accordingtoaglobalstudy.Sotheriseofremoteandhybridworkhasmadesecurityanevenmorepressingissue,ashackersincreasinglytargetnotjustindividualsbutserviceproviders—whichcanaffectanorganization'sERPandcorefinancials.

From2021to2022,theaveragecostofadatabreachin

hospitalitywas$2.94million.

DisparatelegacyERPsonlyexacerbatetheindustry'svulnerability."For

hospitality,therearealotmoreopportunitiesforattacksbecauselegacyERPshavemoremovingparts,moreintegrations,andmorethirdpartiesinvolved,Mattiolisays."AconsolidatedERPsolutionpullsmanythingsintooneplace,sothere'sonlyonedoortoprotect."

Thatspeakstoafundamentalironyofenterpriseresourcesystems:legacyERPsareoftenpresentedasoneplatformbutareactuallycomposedofdifferent

systems.AcomposableERPallowsfordifferentsystemstointeractwitheachother—butwithasingularsecuritymodel.

“Atitsroot,theideaofthecomposableERPisthatthesystemsneedtobeabletocoexistandbebettertogether,andthat'spredicatedonamoderndesignthatisopenandsecure,"saysWilson."Forhospitalityorganizations,speedaloneisn'tenough.Theyneedtobeabletosafelynavigateinthefastlane,orriskgettingpassedbysomeonewhocan.”

Empoweredusers.

Hospitalityguestswantaconsistent,friction-freeexperienceacrossevery

touchpoint.Andemployeeswantthesamething.Yetmanyhospitality

organizationsburdentheirworkforcewithclunkyERPsystems,whichcanleadtohigherattritioninanindustryknownforfrontlineemployeeturnover.While

mostindustriesreportanannualturnoverratebetween10%to15%,findings

fromtheBureauofLaborStatisticsputtheturnoverrateinhospitalityataround70%to80%.Andwhilehigherinflationandeconomicuncertaintyhascooledthered-hottalentmarketthatmarkedtheGreatResignation,56%oforganizationssaytheyrestillgrapplingwithfrontlineemployeeturnoverthat'shigherthan

thehistoricalaverage,accordingtoa2022Workdayreport.Nearlyhalfoftheorganizationsbelievethehistoricturnoverwillbegreaterintheyearahead.

Atitsroot,theideaofthecomposableERPisthatthesystemsneedtobeabletocoexistandbe

bettertogether,andthat'spredicatedonamoderndesignthatisopenand

secure.

JoeWilson

CTO,Americas,Workday

ModernHospitalityRequiresaNewApproachtoERPs|6

Outdatedenterprisesolutionsaren'thelping."Somehospitalitybrandsarelosingteammembersbecausethey'renotinvestinginthecloud,"Schreibersays.Theseemployeeswanttokeeptheirskillsattheleadingedge."Theylookattheirpeersinotherorganizationsthathaveaccesstocloud-based,advancedtechnologiesandtheyreasking,Howcanlnotgetleftbehind?"Schreibersays.

Anenterprisemanagementcloudcanhelphospitalityleadersdeliverabetter

employeeexperiencebyunifyingthesystemsandinformationanemployee

needsintoapersonalizedandintuitiveinterfaceonasingleplatform.That

meanseveryone—fromFP&Aanalyststofrontlinemanagers—feelsempoweredandinformed,whetherthey'reseekingaccrualofpaidtimeoff,updatingtheir

skillsprofile,orrequestingascheduleswap.Andbeingcloud-basedmeansthedataisaccessibleanytime,anywhere—amustforthenewnormofhybridandremotework.

Businessleaderscanalsotrackandanalyzeworkforcepatternstobetter

understandandaddresstheneedsoftheirpeople.Workdayresearchfoundthat60%oforganizationsthatareleadersinmanagingfrontlineworkerssaythat

dataguidestheirevaluationoftheemployeeexperience.Forexample,ifdataaroundemployeedeparturesshowsthatcaringforafamilymemberisdriving

Amongorganizations,56%

saythey’restillgrapplingwithfrontlineemployeeturnover

that'shigherthanthehistoricalaverage.

turnover,thecompanymaywanttoadjustitsextendedleaveofferingstoprovidegreaterflexibilityforemployees—whilealsoboostingitstalentretention.

Somehospitalitybrandsarelosingteammembersbecausethey'renotinvestinginthecloud.

KarenSchreiber

Principal/Partner,KPMG

Always-onadaptability.

Hospitalityleadershadtopivotduringthepandemic.Andnowmorethan

one-thirdofexecutivesexpectthree-quartersormoreoftheirrevenuetocome

fromdigitalsourceswithinthenextthreeyears—athreefoldincreaseoverthepreviousyear,accordingtoarecentWorkdayglobalsurvey.

Butanyomni-channelshiftcanimpactacompany'sentireecosystem,says

Schreiber,pointingtotheuptickinlaborneedsthatarestaurantmight

experiencebyimplementinganewdigital-orderingprocess."Beingabletolookatreal-timemenusalesandorderaccuracyandcallinadditionalresourcesonadime—thatagilityandreal-timeanalyticsarebecomingevenmorecriticalforhospitalityleaders,"Schreibersays.

However,it'shardtoleveragereal-timeanalyticswhenyourERPlimitsthescopeandscaleofyourview.Insightssurfacewhenhospitalityleaderscanblenddatapointswithvastlydifferentdatasets—fromworkforcedatatofoodwaste—toprovideopportunitiestodriverevenue,findefficiencies,orinnovate.

"Thedatapointistheartifactthatlandsonthejournalorgeneralledger,"saysWilson.“Butwhat'sreallyimportantistounderstandthebroaderwho'and'why’and"how—tohavethiscross-pollinationofdatabetweenkeysystems,alignedwithfinance,tobuildthismuchbetterstoryaboutwhatisandisn'tworking,andwherethecompanymightwanttoiteratenext.”

Ratherthanriskaknee-jerkreactiontoanisolateddatapoint,businessleadershaveapanoramic,context-richviewofthatdata,makingitthatmucheasiertooptimizeaplan.NotmanylegacyERPshavethatadaptability.

AnewERPformodernhospitality.

Thehospitalityindustryisfacinganonslaughtofchallenges,changes,and

opportunities—atadizzyingpace.ButclingingtothefamiliarERPcanactuallymakeitthatmuchharderforhospitalitybrandstonavigatethefuture.

“Companiesthathavegonetoacloud-basedERPplatformhaveseenreducedmanualeffort,greatercontrols,automatedcontrols,greaterdataintegrity,greaterdatatransparencytodrivebetterinsights,moreactionableinsights,morereal-timedataaccess—thelistgoeson,"saysKPMG'sSchreiber.

"Companiesareseeingalotofvalueingoingthere,andtheyrestartingtoseethereturnonthatinvestmentusuallybytheendofthefirstquarter."

AnoutmodedERPrequiresahospitalitybusinesstooperateontheERP's

terms.AcomposableERPserveshospitalityandits