Infomation management in vacation

In the mind of my vacation I was sitting in a resort restaurant anjoying a very good meal.

While at that, the staff around us started singing “Happy Birthday” and brought to our table a cake with fireworks. It was for me. Completely unexpected and not arranged by any of my friends / family.

After the huge enjoyment, the professional inside me started to appreciate the excellent information management and related procedures. In order to pull that off, the hotel did: capture my birthday from my passport 2 days before when I checked in, followed the completely automated phone restaurant reservation system to find out where i was during that evening (there were about 8 restaurants for me to choose and there was no guarantee that i would choose one whatsoever) and then executed it beautifully in the following evenning, right on time before the deserts!

To top it, today when i got home, in the mail there was a nice happy birthday card from the hotel. What amazed me was that the card was sent to the address I actually live at, not to my passport address. This address was filled in by my spouse on the registration card when we checked in.

Now that’s information management!!

My respects to the hotel and their excellent orchestrated IT systems and guest relation procedures!

Who wants to guess if I will go back next year?

I’ll stop here and not talk about content management. I’m only thinking we need to get the same level of service to our ECM customers.

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