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Oracle Hospitality Sponsored Research Explores the State of the Central Reservation System Globally

Oracle Hospitality 12 February 2018
Commissioned by Oracle Hospitality, h2c's research scope focused on an online survey and expert interviews with hotel chains in Europe, the Middle East and Africa, the Americas and Asia Pacific - representing more than 11,000 properties and 1.7 million rooms worldwide. The primary objectives: determine chains' satisfaction level with their current CRS solution, identify missing features and functionalities, and seek recommendations to achieve improvements."Today's guests increasingly demand a hassle-free journey. The findings of the h2c report clearly indicate that the hotel industry is challenged to meet such expectations," said Laura Calin, vice president strategy and solutions management, Oracle Hospitality. "At Oracle, we're working diligently with our customers to simplify and integrate solutions, making it easier to leverage technology to attract new guests and win the loyalty of existing ones."Among the most significant findings: dissatisfaction with CRS is common among hotel operators, with one third of respondents reporting they are missing more than 30% of required functionality. Furthermore, half of all chains reported missing at least one key CRS functionality.Although respondents readily cited their CRS deficiencies, many struggled to identify means to remedy shortcomings. Such issues underscore the need for technology providers/CRS vendors to collaborate with clients to truly understand problems before driving innovation with new features.Based on the findings, h2c forecasts that PMS and CRS solutions will continue to merge in the future, either in the form of hybrid solutions or as entirely new hotel management platforms.The following are some of the key highlights from The Next Generation Central Reservation System - Implications for Future CRS Developments:Customer Relationship Management (CRM) poses the largest demand for CRS integration. Small and medium-sized hotel groups, with or without full-fledged loyalty programs, are under intense pressure to improve their guest experience to better compete with the personalization capabilities of global chains. CRS integration is minimal and even non-existent in some regions, making it a critical priority for CRS vendors to address - either with a proprietary product or a third-party integration.Internet booking engine (IBE) reservations are the greatest value driver, but underperforming. Though hotel chains are changing their online sales policy (including price disparity and/or offering free benefits) to compete against OTAs, the IBE needs to facilitate more sophisticated business rules. Such trends are mandating a reinvention of the IBE, which would enable more e-commerce functionality such as discounting packages.Future distribution management tasks will shift to non-CRS systems. From the hoteliers' perspective, some key CRS tasks such as availability and rates (ARI) management, will likely migrate to other systems in their IT portfolio or become part of a still-to-be-developed platform solution.A full copy of the report can be found here.Oracle will convene a global community of hospitality leadership at Oracle Industry Connect April 10-11, 2018 in New York, NY. Oracle Industry Connect provides attendees with intimate peer networking opportunities in addition to over 30 customer-led presentations with themes including how to move to the cloud to accelerate innovation and reduce IT complexity, mine data to gain insights and competitive advantages and capitalize on mobility to empower staff and serve guests. To learn more about Oracle Industry Connect 2018 and register to attend visit: www.oracle.com/oracleindustryconnect/About Oracle HospitalityOracle Hospitality brings 35 years of experience in providing technology solutions to food and beverage operators. We provide hardware, software, and services that allow our customers to deliver exceptional guest experiences while maximizing profitability. Our solutions include integrated point-of-sale, loyalty, reporting and analytics, inventory and labor management, all delivered from the cloud to lower IT cost and maximize business agility.For more information about Oracle Hospitality, please visit www.Oracle.com/HospitalityAbout h2ch2c's services to the hospitality industry are unbiased and customer-focused. h2c's clients benefit from B2B research, Content Marketing services, hospitality technology RFPs and CONTtest, a channel manager for static hotel content.Our Mission: h2c inspires success in hospitality commerce. Our passion to translate marketplace complexities into actionable strategies shapes our relationships. The goal: clients are confidently in control." For more information, please visit our website.
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Oracle Hospitality Ushers Sports and Entertainment Marketplace to the Cloud

Oracle Hospitality 31 October 2017
With advanced and powerful new products and services ranging from next generation POS technology to integrated loss prevention and data science cloud services, major companies across the sports and entertainment marketplace continue to find a foundation for innovation with Oracle Hospitality.The combination of cloud-based food and beverage management software and ruggedized mobile POS from Oracle Hospitality enables sports and entertainment venues, such as stadiums and theme parks, to increase speed of service, maximize operational efficiency, and manage loyalty and season-ticket holder programs - all while receiving detailed real-time reporting and analytics."Oracle Hospitality's proven track record and commitment to the sports and entertainment marketplace is evident by our progress in product innovation," said Dan Bell, Vice President, Sports & Entertainment, Oracle Hospitality. "Oracle is investing millions in R&D and support to enable venue operators to deliver the service that fans want and expect. Our food and beverage platform scales to support the largest sporting and entertainment venues and offers the ability to conduct iterative innovation through cloud deployment to improve the overall fan experience."Research conducted by Oracle Hospitality makes it abundantly clear what fans want: speed and reliability. Forty-five percent of fans around the world had abandoned lines at events because the wait was too long. The Simphony Cloud platform can reduce waiting time with high-performance cloud POS delivered on integrated hardware for kiosks and mobility. Oracle Hospitality's flexible Gift & Loyalty solution integrates with the POS to support fan recognition and personalization. An integrated back office suite offers cloud solutions designed to minimize costs, waste, and theft while delivering extensive reporting capabilities.In addition to driving more personalized fan experiences, Oracle Hospitality also provides stadiums with tools to optimize event-day operations from beginning to end through Simphony Venue Management, which can track inventory and food costs, and Simphony Suites Management, which can help streamline production of advance food orders, pantries and the timed distribution of orders to event suites.Product and service innovationOracle Hospitality also continues to release significant new products and services to support ongoing customer innovation and fan engagement, including:The launch of the Oracle MICROS 720 tablets - durable and rugged mobile POS engineered for hospitality and large venue environments;The launch and integration of Oracle Hospitality Data Science Cloud Services - on-demand data mining services that give operators access to the latest machine-learning tools to help improve forecasting and deliver up- and cross-selling insights directly on the POS terminals;Powerful new reporting capabilities with Oracle Hospitality Reporting and Analytics 9.0 - operators can take advantage of an extended reporting platform, from KPIs via dashboards on mobile devices to comprehensive pivot tables and drill-down analysis. Reporting and Analytics offers the power of Oracle Business Intelligence at no charge for users of Simphony Premium;The launch of Oracle Hospitality Simphony Cloud 2.9 - extending the core functionality of the Simphony food and beverage management platform with new events management enhanced functionality that is optimized for the sports and entertainment industry.Industry-wide domain expertise and insightWith more than 35 years of experience in the sports and entertainment space, Oracle Hospitality understands the complexities that comprise this unique environment. We share this insight through providing original research to our customers, partners and the industry, to shed light on fan and guest trends and opportunities. Recent reports include the Oracle Hospitality Fan Experience Report, which details how consumers want technology to fuel their experience at sporting and concert venues, and the Oracle Hospitality Restaurant 2025 Report which outlines how consumers expect new and innovative technologies to reinvent their hospitality experience by the year 2025.From stadiums to theme parks, the cloud-based delivery of the Simphony platform combined with extensibility and integration capabilities, allow the sports and entertainment industry to continuously innovate the experience for fans and guests at events and concerts. The inclusion of new apps and trends is key. In the past 12 months, Oracle Hospitality has added additional value to the Simphony platform through a variety of strategic relationships and integrations, including with QikServe and FreedomPay.
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Oracle Hospitality Introduces New Data Science Cloud Services to Help Food & Beverage Operators Optimize Every Sale

Oracle Hospitality 2 August 2017
Redwood Shores, CA -- Empowering food and beverage operators to convert data into profit, Oracle Hospitality today announced Data Science Cloud Services. With the new services, food and beverage operators gain the ability to analyze key information such as sales, guest, marketing and staff performance data at unprecedented speed - generating insights that lead directly to actionable measures that improve their top and bottom line.The suite includes two cloud-driven offerings - Oracle Hospitality Menu Recommendations Cloud Service and Oracle Hospitality Adaptive Forecasts Cloud Service - currently available to operators worldwide, enabling them to improve up-sell and cross-sell opportunities, and optimize operations, respectively.The new Data Science Cloud Services bring Oracle's renowned machine learning and data-analytics expertise specifically to the food and beverage industry. This, combined with years of hospitality industry knowledge, delivers quick wins for operators, while saving them the significant expense of having to hire their own analysts or invest in a data processing infrastructure. In addition to Oracle technology, Data Science delivers the support of a team of leading data scientists, database engineers and experienced hospitality consultants."Margins are being squeezed in hospitality like never before," said Mike Webster, senior vice president and general manager, Oracle Hospitality. "Labor and food costs are increasing, and competition for the dining dollar is high. With our Data Science Cloud Services, we are giving our customers the ability to be as profitable as possible, by helping them pinpoint cost-savings in each location while optimizing every single sales opportunity to deliver revenue growth."Making Every Sale Count with Oracle Hospitality Menu Recommendations Cloud ServiceOracle Hospitality Menu Recommendations Cloud Service allows food and beverage operators with multiple locations to evaluate their menus and identify enhancements to maximize every sales opportunity. The Data Science service can seek the best possible up-sell or cross-sell options by location or time of day, with recommendations dynamically updating based on customer behavior. Assumptions around cross-sells and up-sells can be analyzed, leading to better understanding of guest behavior and preferences.Speed to value is accelerated, thanks to integration between the Data Science service and the Oracle Hospitality technology platform. Recommendations are available at point-of-service terminals and displayed as localized cross-sells or timed up-sells. Such simplicity enables staff to optimize sales and serve guests without delay or confusion.Predicting Stock and Labor Needs with Oracle Hospitality Adaptive Forecasts Cloud ServiceOracle Hospitality Adaptive Forecasts lets operators better predict stock and labor needs at every location. The service creates a single forecast by item, location and day part, and factors in weather, events, time of day, day of the week and Net Promoter scores. Such forecasting maintains appropriate levels of inventory and staffing in all business scenarios, helping store managers minimize wasted inventory, lower labor costs and, most importantly, ensure an exceptional guest experience.For Oracle Hospitality customers, these Advanced Science Cloud Services complement the self-service data access and reporting solutions that are already available, including the InMotion mobile app that provides real-time access to restaurant KPIs and the Reporting and Analytics 9.0 service that was launched in April 2017.
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Oracle Hospitality Fosters More Meaningful Guest Experiences with New Mobile POS and Robust Analytics

Oracle Hospitality 24 March 2017
Oracle Industry Connect -- Today Oracle Hospitality announced the launch of two new innovations for food and beverage and hotel customers, at the annual Oracle Industry Connect event in Orlando, Florida. The new Oracle MICROS Tablet 720 provides new mobility capabilities for hospitality operators, while the launch of Oracle Hospitality Reporting and Analytics 9.0 provides food and beverage operations with a greatly enhanced solution for identifying revenue generation and cost saving opportunities."Hospitality brands of all sizes are looking for new ways to accelerate growth while delivering a differentiated guest experience," said Mike Webster, senior vice president and general manager, Oracle Hospitality. "With today's announcement we are providing our customers with a new ruggedized mobile POS capable of engaging guests in new ways across a variety of segments including hotels, restaurants, stadiums, casinos and cruise ships. Combined with the Oracle Hospitality Reporting and Analytics 9.0, we are arming food and beverage operators with new insights that can streamline the operations of their businesses."Enhanced Revenue Opportunities and Guest Experience with Oracle MICROS Tablet 720The new MICROS Tablet 720 is a durable mobile point-of-sale tablet designed to allow hospitality staff to engage consumers away from traditional terminals. The MICROS Tablet 720 combines the usability of traditional mobile devices with rugged features and extended battery life to meet the needs of unique hospitality experiences found at bars, casinos, cruise lines, hotels, restaurants and stadiums."For the hospitality industry, guest experience and speed of service are everything. Operators need to be able to provide amazing guest service wherever the guest is," said Jay Upchurch, vice president of strategy, Oracle Hospitality. "We engineered the new Oracle MICROS Tablet 720 to improve the way consumers and the hospitality industry engage with one another by providing a ruggedized device capable of serving customers in diverse environments and integrating with our existing Simphony and OPERA management suites for mobile access to real time data."Increased Revenue and Cost Control Opportunities with Reporting and Analytics 9.0The Oracle Hospitality Reporting and Analytics solution is used in over 50,000 restaurants, hotels, bars, coffee shops, stadiums, theme parks, and other hospitality operations around the world. Fully integrated with Oracle Hospitality POS systems, Reporting and Analytics provides managers with insight to sales, revenues, and other key performance indicators.The release of Reporting and Analytics 9.0 integrates with Oracle Business Intelligence Enterprise Edition (OBIEE). Oracle's powerful analytics engine, OBIEE is renowned worldwide for its capability to provide visual reports that enable industry leaders to create a data-driven culture."With increasing competition, food and beverage operators need to be able to analyze their data and identify ways of cutting costs and increasing revenues," said Upchurch. "Reporting and Analytics is an integral part of our Simphony Cloud point of sale solution, which means that our customers are now receiving additional value with a powerful analytics system as part of their cloud POS service for no additional cost.""The integration of Oracle Business Intelligence with Reporting and Analytics is also another example of how the Oracle acquisition of MICROS is bringing benefits to our customers, as Oracle investment and technology are brought together with MICROS domain expertise."

Cloud-driven leadership: 5 mandates to grow market share

Oracle Hospitality By Sundar Swaminathan and Dr. Peter Agel
Hotel technology is not about the nuts and bolts; it's about finding ways to apply the nuts and bolts to enhancing guest experiences, improving efficiency and motivating staff. Oracle Hospitality's Sundar Swaminathan and Dr. Peter Agel share some wide-ranging ideas for exploiting the cloud to its fullest.
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Global Study: Millennials Mobile Use Reshaping Hospitality Industry

Oracle Hospitality 12 April 2016
Redwood Shores, Calif. - Apr. 12, 2016 - More than 9,000 millennials from around the world discussed their use of technology in hotels, restaurants, bars and coffee shops in a groundbreaking survey that quantifies the impact mobile devices are having on hospitality.Demonstrating, in some cases, that mobile use is pervasive and reshaping the industry, key findings from Millennials and Hospitality: The Redefinition of Service include: 39% have already ordered delivery or take-out using their smartphones, and 20% have used a mobile device to check-in at a hotel."Mobile is very much here and happening in hospitality," said Ray Carlin, Vice President of Solution and Strategy Management at Oracle Hospitality, which commissioned the global study. The results underscore how technology is altering consumer expectation and presenting hospitality operators with an unprecedented opportunity to win millennials' business."It will require a redefinition of service - one that offers millennials tremendous choice, speed and personalization based on their individual preferences," Carlin said. "Providing such tailored service not only means accommodating consumers' use of smartphones, but for operators to leverage their own mobile devices to better serve them."Among the report's other major findings:Loyalty is a priority for food and beverage: 52% of millennials want to use their mobile devices to take advantage of loyalty programs offered by restaurants, bars and coffee shops. Millennials want to be acknowledged, with personalized rewards that reflect their individual preferences. For the operator, this offers huge potential in collecting invaluable data about customer behavior and delivering targeted promotions to drive order value and revenues.Hotels face a mobile frontier: Make no mistake - millennials in every country are already using their mobile devices to conduct core functions with hotels. Among the findings: 20% had checked into a hotel using their mobile, while 46% had booked a hotel room through similar means. Only 12% had ordered room service by smartphone, yet room service was the number one request when millennials were asked how else technology could improve their stay.Gaps exist between desire and ability: In several instances, millennials' desire for mobile-driven activities and their actual experience using them varied significantly. For example, only 29% of U.S. millennials reported already having paid with a mobile device, but 44% expressed a desire to do so - suggesting an opportunity to grow business by meeting demand.Geography makes a difference: Many similarities exist among millennials around the world, but behavior and preferences also vary greatly by geography and culture. Japanese millennials, for example, were surprisingly less likely to use their smartphones in hotels or restaurants - only 19% wanted to pay for food or drink by mobile device.Voices need to be heard: When evaluating hospitality employers' use of technology, more than one third (36%) of millennials who had worked in the industry said that there was much room for improvement. Interestingly, only 15% said their employers solicited their suggestions for improving technology use.Not all mobile devices are equal: Millennials, no surprise, can't part ways with their smartphones - 87% of survey respondents said they use one daily. The Apple Watch is already being used by 10% of UK millennials. But other devices are used less than perhaps expected: only 37% reported using iPads and tablets daily.Carlin continued: "The other significant finding is that the demand for ordering and paying by smartphone is not universal - there are plenty of millennials that still want personal service when they're in a hotel or a restaurant. Our job is to help operators adapt and define how technology supports a personalized, flexible service offering."Oracle Hospitality pursued the research project to aid hoteliers and food and beverage operators gain a better understanding of millennials, who represent the largest segment of the workforce in many countries. Such insight is essential not only to engage the tech-savvy demographic as customers, but to enhance their abilities as employees to deliver stellar guest service. Conducted by an independent research firm, the survey polled participants, ages 18 to 35, in eight countries, including a subset that had worked in hospitality within the past five years.With the acquisition of MICROS Systems - a leader in the hospitality sector for more than 35 years - and Oracle's R&D capabilities and cloud technology, Oracle Hospitality is dedicated to pioneering innovations. With enterprise management platforms designed for hotels and food & beverage operations, Oracle Hospitality solutions can tackle a full spectrum of tasks, including managing staffing needs, accelerating hotel check-in, improving kitchen operations and providing mobile devices that help enhance guest service anywhere, anytime.Oracle Hospitality develops hardware and software solutions that work together to help produce tailored guest service for hotels and F&B establishments. By addressing every facet of the business, Oracle Hospitality solutions help optimize operations across the board to deliver the speed, agility and efficiency required to meet customers' unique needs.The report is available at www.oracle.com/hospitality-millennialsRelated case studies:Learn how The Habit Burger Grill uses tablets to rapidly reduced waiting times for guests.Find out how Rydges Sydney Airport is improving guest services with mobile technology.Watch wagamama use mobile devices to respond instantaneously the needs of its guests.See how a cloud-enabled loyalty system has enhanced the guest experience at Grupo Fynso.

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