The tourism industry is undergoing a significant transformation, with the long-established all-inclusive system giving way to boutique hoteliering. Nilüfer Durukal, Managing Partner of Talya Bilişim, emphasized, "A smaller-scale, personalized, and differentiated service approach is emerging. This will affect all dynamics of the sector. In hotels, three concepts remain paramount: 1. Cost control, 2. Sales profitability, 3. Customer satisfaction (Repeat guests)."
At this point, technology and digital transformation come to the rescue. Digital transformation means producing products and services using digital tools. The tourism sector has correctly interpreted digitalization and implemented it rapidly. "Digital change and transformation" have been among the most focused topics in tourism in recent years. It is crucial to understand which digital technologies can be used in tourism. Durukal stated, "Reducing IT department costs through web technologies and cloud computing advantages should be our top priority."
All systems should communicate with each other so that data is entered once, while allowing detailed and varied reports to be generated. By utilizing artificial intelligence, profitability in sales can be improved. She noted that occupancy is no longer the priority; profitability is. Hotels prefer selling at higher prices with 90% occupancy rather than 100%. Guest profiles are changing, with more conscious tourists who spend more money arriving.
Digitalization offers the opportunity to plan, implement, and analyze every moment of the tourism process—from pre-reservation marketing activities, pricing, online booking processes, accommodation experience, to post-stay CRM and customer relations.
Elektraweb provides speed, convenience, and savings
Talya Bilişim's Elektraweb allows a hotel to manage all departments digitally—from front office, accounting, housekeeping, restaurant, connections to international sales channels like Booking and Expedia, to personnel and spa management. It facilitates efficient use of resources, control of inventory and waste management, while reducing costs and enabling savings.
With the increasing use of artificial intelligence, important advances have been made in data interpretation and taking action. Durukal summarized, "Digital transformation returns to the tourism sector as cost savings, more reservations, error reduction, incredible speed, and high customer satisfaction."
Digitalization is our best ally
Planning and monitoring every moment of a tourist activity digitally end-to-end means eliminating "human error." Durukal emphasized, "The key phrase here is eliminating 'human error,' not 'humans.' Digitalization does not replace humans but reduces human mistakes."
Turkey's tourism sector has increased its digitalization level annually due to the pandemic, legal obligations, and global competition. The working methods of tourism businesses—from hotels to agencies, restaurants to entertainment venues—have changed dramatically. However, the sector still seeks a vast human workforce. She emphasized that accelerating digitalization does not mean less need for people but changes the "quality" of this need.
Digital literacy is crucial
For example, basic digital literacy is now expected when hiring housekeeping staff. This may seem strange to some, but hotels using web-based digital work management systems require staff to report room cleanliness, minibar status, fault notifications, track tasks, and even create new work orders via their smartphones or internet-connected devices. This applies similarly to service personnel, technical service workers, and kitchen staff. Durukal pointed out that call centers remain vital in highly digitalized booking processes because "humans are at the center of tourism."
Shaping the future
Discussing the future of tourism, Durukal highlighted changing guest profiles: senior tourism, health tourism, faith tourism, solo travel, and increasing time spent online; more guests plan and purchase their vacations fully online every day. How well can systems keep up with this change? How well and quickly do we know our guests? She answered, "We must eliminate the visionlessness that thinks CRM is just sending birthday messages. Digitalization must bring a professional perspective. Tourism education must be updated and technology-based. The effects of this mindset will be seen not only in tourism but in every aspect of life. Properly trained tourism professionals will internalize sustainability, green tourism, and service quality concepts when entering the sector. Their economic and environmental contributions to their destinations will be undeniable."
Support for education
Durukal stated that software firms like Talya Bilişim, which are crucial in the tourism digitalization process, have important roles. Therefore, Talya Bilişim provides the Elektraweb Hotel Program free of charge to 193 universities, vocational schools, and high schools offering tourism education. They also extensively share knowledge with educators.
Journey to science fiction films
Mobile usage rates are expected to approach 100% soon. Solutions centered on the individual, augmented reality, and wearable technologies will become more accessible and widespread. Many things seen in science fiction movies are becoming reality: your digital travel companion might find you the restaurant you'll love most in the city, your friend could pick the favorite menu items on your behalf, and language barriers might be eliminated with wearable technology. Thanks to artificial intelligence, a personalized tourism era is emerging. Your trip will be like a tailor-made suit: the destinations you want to see, your reservation, vacation experience, and accommodation will be exactly as you desire.
