Cookies on HFTP Bytes

This site uses cookies to store information on your computer. Some are essential to make our site work; others help us give you the best possible user experience.
By using the site, you consent to the placement of these cookies. However, you can change your cookie settings at any time. Read our Privacy Notice to learn more.

I understand
  • Next Event


    Hospitality Industry Technology Exposition & Conference

    April 10–11, 2019
    Palau de Congressos
    Palma, Mallorca - Spain

  • Upcoming Event


    Hospitality Industry Technology Exposition & Conference

    Minneapolis Convention Center

    June 17-20, 2019

Article by David Millili

The Great Connector: The Hotel Mobile App

runtriz 9h
The mobile app was once a tool--a booking tool, primarily--and there was a time, albeit brief, when the industry thought the hotel mobile app might have run its course. Travelport notes that there "has been speculation about the decline in apps" but all data points toward more mobile app usage year over year. For travel companies, in particular, they note that in 2018, "82% of travelers were downloading the same or more travel apps than the previous year." Part of the shift toward mobile apps has to do with the steady increase consumers' trust in mobile as a safe and effective place to handle transactions. Nearly half of travelers say they are comfortable researching, booking, and planning travel via a mobile device, according to a report by Google and Phocuswright. However, just as crucial to the resurgence of mobile apps is the fact that apps were repositioned as more than a one-trick pony; apps have evolved from a tool into a portal through which hotels can deliver the guest experience. Booking, check-in, room service, chat, check-out, housekeeping requests, restaurant and spa reservations, concierge information, and so forth. But because they are more streamlined than bulkier websites, Criteo reports that mobile apps have five times the conversion rate than that of mobile sites.The fact that they have higher conversion rates is only one among many aspects of what make mobile apps a key element of digital strategy. Mobile apps, when used to their fullest potential become the great connector between the hotel and the guest. The app delivers on the experience that the guest wants from the hotel, and it communicates guest needs back to the hotel. Apps connect with the PMS. Connect with F&B and housekeeping. (1Check reports that their housekeeping app has resulted in a 7%-8% increase in productivity per housekeeper and improved efficiency 35%, notes Forbes.) They connect with channel management software. And offer messaging--quite literally serving as the mechanism through which guests communicate with property staff.According to Hotel Technology, the top three smart features travelers want from a hotel as of October 2018 are digital check-in, followed by keyless entry, and pre-set room conditions (temperature/lighting). Further, Facebook notes that 54% of social media users say they prefer messaging platforms to email, phone, and online chat. Guests want an immediate connection with hotel staff. They desire a frictionless experience, uninterrupted by things they know can be accomplished digitally, and they want to know exactly where to go to do it--the app.Think of the mobile app as the right arm of core hotel technology (the PMS) and the left arm of the hotel personnel, a way of connecting central technologies and essential staff with the guest (and vice versa) that influences every touch point of their experience. It is the portal through which the modern guest experience is delivered, connecting the digital and physical world, allowing guests to move through their stay with ease. Apps play a new, profound role, which underpins retention in mobile app usage. Localytics found that just a few years ago app retention was low (35%) and churn was high (65%), but in early 2018, retention (those who continue to engage after one month) and churn (those who do not) were both nearing 50%.Mobile apps improve one-way guest service--from hotel to guest. They increase engagement, the two-way dialogue that cultivates an emotional bond that will keep guests coming back to a property. But they also go a step further. Mobile apps are omnidirectional--allowing guests to communicate numerous needs nearly simultaneously via one streamlined portal (available across multiple devices whether a mobile device or in-room tablet) while still engaged in their experience and, at the same time, allowing hotels to receive those needs efficiently across various systems. Further, the efficiency gained by staff with mobile apps at their disposal furthers their ability to offer proactive, personalized service, whether because they aren't relegated to a desk handling check-ins or because communication is simplified.To get the full benefit the mobile app offers the hotel ecosystem, hoteliers must look beyond implementing mobile apps as transactional or as simple guest service tools. They are, of course, both. But viewing mobile apps as a crucial point of connection between the guest and the property--a dynamic portal through which essential aspects of the experience occur--will empower apps with the far-reaching impact they can have. Guest retention and revenue follow naturally.

Runtriz Welcomes Riccardo Galanti as Senior Director Of Sales, EMEA

runtriz 31 January 2019
Runtriz, a leading developer of innovative technology solutions for hotels, resorts, and casinos announced the addition of Riccardo Galanti as Senior Director Sales, EMEA. In his role, Riccardo will expand Runtriz' growth in the EMEA market. He will also work closely with the leadership team to position Runtriz as the leader in guest engagement services.With over 10 years experience in sales and account management for hotels, Riccardo joins Runtriz with a plethora of industry knowledge. He holds a degree in Tourism Economics and a Master's in Tourism and Travel Services Management from Complutense University of Madrid. Riccardo explains, "I started my journey in the travel industry in 2004 working for a small Spanish wholesaler, then I moved to Pegasus Solutions where I spent 8 years as Account and Sales Manager."Most recently, Riccardo joined Lanyon Solutions in 2015 as regional director of sales; after a successful 212% target achievement and the merge between Cvent and Lanyon solutions that took place in December 2016, he was appointed to Senior Director Of Sales, Europe at Cvent. "With their revolutionary technology, no one compares to Runtriz. That's why I am eager to bring my expertise to the team and I look forward to an exceptional 2019," he adds.Runtriz is recognized as a groundbreaker in mobile and digital solutions designed to improve the guest and staff experience. Having launched the industry's first iPhone app, today Runtriz is the company the world's top hotels and casinos look to for innovations in hospitality technology. With artificial intelligence such as Alexa in each hotel room, guests can make spa appointments, order food and drinks, check in or out, and get in touch with the hotel staff simply with their voice. Their technology also provides guests with offers and promotions, as well as keyless room entry."We are excited to have Riccardo join our team," says David Millili, CEO of Runtriz. "His growth-mindset, industry knowledge, and networking skills are a powerful addition that will open us up to a new vision for the international market in the coming year."Runtriz delivers guest engagement solutions to large hospitality brands, including Radisson, Best Western and Caesars Entertainment, as well as many other brands and independent hotels and casinos.For more information, please visit
Article by David Millili

The Modern Guest Experience & How Hotels Can Achieve It in 2019

runtriz 17 January 2019
Websites and apps were once supplementary to the experience. They gave a guest more information than she would get over the phone and via brochure (remember those?), but the digital pieces of the pathway weren't considered a part of the guest experience. The tech experience was a precursor, a conduit, to the actual hotel experience. As such, it didn't have to "wow" the guest; it just had to be attractive enough and, hopefully, representative of reality in as much as it could be. Technology was mostly at the service of marketing, and it quickly evolved into a way to drive direct bookings in the fierce competition with OTAs. This is still true. But what is different is that the guest expects the tech experience to be a part of the overall experience. The digital presentation can't be separated from the property; it is, instead, an extension of the guest experience. The website and app and social media form the pre-trip. The technology during the stay--mobile access, texting, social media, again--make the stay more convenient and fluid. And, we all know, everything goes up on Instagram and Facebook afterward. Post-stay surveys can be served via app or email or text. And guests follow up on the trip via all manner of feedback platforms, telling the world what they did or did not like, perhaps airing the latter most loudly.What hotels need to know in order to appeal to the modern guest is this: the digital experience is the experience. Ironically, the more it stays in the background, the better the guest experience is. What travelers are looking for is "experiences." Every single survey about what guests want will tell you this. They want to dig in, get local, and create singular memories that are hard to replicate. Nothing cookie cutter. When the technology doesn't deliver at any stage, it interrupts the depth of the guest experience.An honest representation of your property is critical--and this applies to not just imagery and content, but also to how you convey your property through technology. The digital piece should be in line with what you can offer once they've arrived. Further, if the technology doesn't deliver, this is a signal to the guest. A problem with booking, either via website or app and as simple as a slow loading speed, and you might as well give them the phone number to your competitor down the street because they aren't going to stay. We live in a world where no one has time to waste on inconveniences in the process, and a hotel's booking engine capabilities, the ability to book with ease on a user-friendly system that gives guests' choices that they feel confident will be delivered upon, is now a deciding factor. The proof? The travel industry has one of the highest cart abandonment rates of any industry at 81.8% (Statista). Problems with mobile check-in and checkout interfere with those golden memories, and standing in line to do one or the other is a death knell. Google will deliver groceries in two hours and services like Instacart will shop at virtually any big store and bring it to your door--and every step of the consumer path is completed online. However, we continue to ask guests to look at a menu in a book and walk across the room to use a landline to place an order from a restaurant that's a few floors down. The point is that guests should be able given the tools to do everything at their fingertips so that the nuts and bolts of decisions and processes fade away into the background and the trip itself, the memories the guest came to create, rise to the surface.There is a thin veil between the experienced world and the digital world; they seep into one another so that the two sometimes cannot be separated readily. Unless your hotel is in the country that intentionally does not have Internet access or televisions in the rooms, it is not your role to have an opinion on this modern condition but, instead, to lean into it, budget as much as possible for it, and deliver on the parts that you can control, which is quite a bit.The words seamless guest experience have been jammed together so much they hardly have meaning anymore. So let's just say that we're looking for harmony. Flawlessness. A lack of interruption. To deliver on this, hotels must think in terms of this thin veil, specifically the mobile device in the hands of the guest, that conduit between the digital and the tactile world. Instead of trying to "wow" the guest with bells and whistles, consider what capabilities will create the kind of fluidity that allows the "must-dos" to slip into the background of the guest's experience and the "want-tos" to move to the foreground.Two-way chat, for instance. Guests really should never have to pick up the hotel phone again when they already have a device in their hands most of the time. All manner of guest's requests can and should work through an app, whether on an in-room device or the guest's own. This includes mobile concierge, housekeeping, in-room dining, and front desk. Multiple languages should be no sweat. Some of these things may seem like givens. However, a 2017 survey of hotel apps showed that only 34% of the apps had been updated in 2016 and 20% hadn't been updated since 2015 (Skift). A strategist at L2 Inc., which conducted the survey, called the latter of these "left for dead." Leaving any part of the digital path behind, at this point, has dire consequences. The hotel that does will go the way of the outdated app--left for dead.An ideal tech experience allows guests to focus only on the travel experiences they are hoping to take home, the moments they want to treasure unburdened from inconveniences and problems in the hotel stay. Much of a hotel's ability to deliver on the modern guest experiences lies in technology that puts the humdrum in their hands and executes in a way that they hardly have to think about the process of getting whatever it is they want.It's surprising where our capabilities are as we start in 2019. It's been almost a quarter of a century since the first hotel websites, and now a guest can walk into a hotel and check-in to a room without ever speaking with a human. Other times, I believe we could be further along in adoption. But it's all part of the messy process of creating something new. Part of this thing we're building is a new way of living--one that allows us to do so much in such a short period. Hotels are tasked with helping guests live their best moments, giving them the backdrop for trips they can talk about for years to come. As such, hotels must also extend their experience flawlessly to the digital world, because this is how we live.

Runtriz Welcomes New SVP of Sales to Expand North American Market

runtriz 9 January 2019
Sheri has over two decades of travel industry experience in business development, operations, account management, digital marketing, sales strategy, and reseller negotiations in the US, Canada and Mexico. She has held a variety of high profile executive positions with proven success in business development roles representing hotel central reservation solutions for technology leaders such as Sabre Hospitality, Travelclick, Lexington Services and Utell International. Most recently, Sheri has been overseeing the explosive account growth for Sabre Hospitality software solutions for national hotel brands totaling over $30 million. Her strategic expertise spans global distribution, brand call center strategies, and digital marketing strategies with intricate property level integration."My first job out of college was at the legendary Hotel Bel Air which served as a perfect location for the beginning of my love affair with the travel industry and specifically hospitality," explains Sheri. "As soon as I saw a demo of the Runtriz platform, I realized it was best-in-class technology and was convinced I could help hoteliers benefit from this technology. With their impeccable reputation, built on consistent revenue delivery and innovation, Runtriz is a valued partner to hotels of all sizes. I thrive by driving a sales pipeline to deliver top line results and a first-rate customer experience and I look forward to this exciting new opportunity."Runtriz has been experiencing accelerated growth as it continues to focus on amplifying guest experiences. Hotels rely on Runtiz technology to provide guests with frictionless, convenient mobile experiences at every touch point, from ordering food and beverages from within any on-site location, to making appointments or booking reservations, to emailing and texting with hotel staff, to checking-in or out and accessing their hotel rooms via mobile key entry."We are delighted to have Sheri join us with her market expertise, industry connections, sales acumen, and ability to build key relationships," explains David Milili, CEO of Runtriz. "She brings wealth of experience, energy, and passion to a key role in our next stage of expansion."Runtriz delivers a suite of innovative digital and mobile guest experience solutions for more than 2,000 hotels globally and now offers Alexa voice integration to all of its clients. For more information, please visit

Runtriz Announces Record-Breaking Year with Strong Company Growth and Notable Strategic Partnerships

runtriz 18 December 2018
Runtriz, a leading developer of innovative mobile and digital technology solutions for hotels, resorts, and casinos, today released its year-end list of significant company 2018 gains and achievements. Recognized as one of the most innovative and agile technology providers in the industry, Runtriz powers the digital and mobile strategies of many of the world's top hotels and casino resorts.Runtriz has been experiencing accelerated growth as it continues to focus on amplifying guest experiences. Hotels rely on Runtiz technology to provide guests with frictionless, convenient mobile experiences at every touch point, from ordering food and beverages from within any on-site location, to making appointments or booking reservations, to emailing and texting with hotel staff, to checking-in or out and accessing their hotel rooms via mobile key entry."Looking back, this has been, by all accounts, a milestone year for Runtriz marked by the exceptional number of new installs, strategic alliances, product enhancements and revenue growth," explains David Milili, the company's CEO. "This coupled with a groundswell of demand for our technology made this year one of the most successful in the company's history."In 2018, Runtriz celebrated these impressive accomplishments:Its solutions were launched in 445 hotels spanning 29 countries.The executive team was expanded, including two key roles - VP Client Services and EVP Sales and Business Development - to support the planned continued company growth.Opened its third office -- and its first international one -- in Amsterdam.Expanded its presence with Best Western hotel brands by launching in GLo and SureStay properties.Rolled-out product enhancements and extensions such as two-way text communications and mobile food and beverage ordering, the latter of which is successfully deployed at Caesars Palace, Nobu Hotel, Cromwell, Linq, Paris, Planet Hollywood, Rio, and will soon be rolled out at WSOP and Axis.This year, Runtriz also forged three new, important tactical partnerships. Its partnership with CellPoint Mobile powers Runtriz Pay, giving hotel guests a more seamless path to purchase. The global partnership with OpenKey combines flexible guest services such as requests for housekeeping or maintenance, concierge services and room service with the most universal mobile keyless entry platform to enable guests to securely access their rooms via a smartphone. Via its partnership with Glympse, Runtriz now also delivers mobile device courtesy shuttle tracking for hotel staff and guests."We are at such an exciting time in our company's growth," declared Millili. "Our guest engagement solutions for hotels unify all the best in class features in a way that's easy for guests and staff to use, raising the bar and guest service scores, along with revenues and significant operational efficiencies. As the hotel industry now readily adopts guest-cenric, mobile and voice solutions like ours, with the new partnerships we've forged and hires we've made this past year, Runtriz is poised to make even bigger leaps in 2019."Runtriz delivers a suite of innovative digital and mobile guest experience solutions for more than 2,000 hotels globally and now offers Alexa voice integration to all of its clients. For more information, please visit
Article by David Millili

Hotel Loyalty in the Post-Transaction Era

runtriz 13 December 2018
Here's what we also know about loyalty. An MIT Sloan Review showed that loyalty programs are growing at 9% per year, but the number of customers to actively participate is only about 50%. The Loyalty Report of 2017 showed that the average consumer is participating in 14 loyalty programs, but only has the ability to engage in 7. And a 2017 JD Power report noted that while a loyalty program has the power to boost brand loyalty via transactions among a certain percentage of members, only half of loyalty members know how to earn and redeem their points. It has become clear that complicated tiered programs based on long-term investments by the guest fail to recognize the needs of today's travelers.Let's be clear that the points-based rewards programs these studies rely upon, those that are so popular in the hotel industry, are not loyalty programs exactly; they are marketing programs meant to drive bookings. For most brands, only a small segment of your overall proportion of guests will make a longer-term commitment to your brand on a strictly transactional basis. We don't live in a purely transactional culture anymore, where companies can expect repeat business based solely on dollars. We live in a digital society where the rules of loyalty have changed. Where the pace is fast, the expectations higher, and guest loyalty a thing achieved by a nuanced dance of digital and in-person service.Part of the problem with loyalty programs in a digital world is the slow speed at which they move, especially in hospitality. So much must be spent, which requires not just more considerable sums of money but also time in order to gain/use rewards in a transactional model. However, the new digital guests move quickly. They must be able to get more from a brand than points to feel loyal. And a transactional program doesn't generate anything in terms of emotional loyalty, values loyalty, what I call convenience loyalty. Each of the latter requires a full understanding of your particular guest base and corresponding, genuine commitment to guest engagement.Let's look at these three ways of generating loyalty in a post-transaction world.1). Emotional loyalty Transactional loyalty programs hope to attain emotional loyalty as a by-product of the program. More stays = more potential for the emotional connection. Greater guest recognition in these programs, which mostly amounts to saying the guest's name at check-in and offering the hope for an upgrade, which may or may not materialize, are the only "emotional" underpinnings of the programs. Truth be told, creating emotional loyalty is a roll of the dice. Very rarely do brands that seek to establish an emotional connection actually achieve one. For hotels, the emotional connection relies as much on the reason the guest is visiting as it does on anything the property can control. For my part, emotional loyalty has been created more often than not on a special trip at an exceptional hotel or B&B, one that I can't generally recreate even when I try. It's a certain je ne sais quoi. A few brands pull off emotional loyalty by carving out a group to which they appeal. Apple, for instance, seems to beat the odds time and again by appealing to writers, artists, and creators. For a hotel, emotional loyalty requires an extraordinary level of guest engagement, whether by means of an owner who creates a personal relationship with the guest or a social media presence that pulls at their heartstrings over and over until they can't bear to stay away.Ultimately, emotional loyalty for a hotel brand will be harder to come by--generated among only a small percentage of guests--but it can be the strongest form of attachment. These are a top-tier of long-term guests. They should be nurtured through intensive guest engagement, but they won't be the bulk.2). Values Loyalty Values loyalty is powerful. The shoe brand Tom's has created value-based devotion through philanthropy. Buy one shoe, and a pair is donated. Their products weren't always worth writing home about, but they began based on values then added quality to their products. Many hotel brands give large sums to non-profit organizations; however, I have yet to see one execute on value loyalty the way product-driven companies do. That said, a Phocuswright study entitled "Good Travels: The Philanthropic Profile of the American Traveler" notes that 72% of travelers say giving is important while traveling and millennials were the most generous. The giving piece doesn't supplant price, but it does enhance the trip. To execute on value-based loyalty, hotels must brand themselves across channels as philanthropic and be prepared to appeal to digital natives with access to apps and messaging, and the possibility to, for instance, donate at the touch of a button. The experience is still paramount; values are a bonus that can earn long-term credibility when they are more than a marketing tactic.3). Convenience Loyalty Convenience loyalty depends wholly on guest engagement across all digital pathways, and it is where I believe most properties have the greatest opportunity to create long-term, sustainable loyalty that goes beyond transactional programs.Amazon Prime's membership program, though transactional, is as much a convenience program as anything else, as it engages consumers in a digital world that allows them to shop on any device in any location through an app, if they choose, and offers access to virtually any product in two days. They've added on streaming services and grocery delivery -- all for $120 per year. What they are actually doing is reducing time in the car, reducing time buying gifts, and reducing time standing in line and dealing with crowds. Along with the time savings, Amazon offers personalized recommendations and wish lists. It's simple to understand, and the perceived value is felt over and over by the consumer. That's why Amazon takes a giant hit on shipping fees, but they make it up with Prime members annually spending double what non-Prime members spend.Hotels don't need a pre-paid program to generate convenience loyalty. Instead, they need to perceive value at every step of the way and be fully aware of how easy you have made every process on their behalf. Mobile check-in and checkout is a no-brainer. Pre-arrival texts secure their comfort in knowing that everything is handled and waiting for them. Personalized concierge recommendations delivered via text or customized in-stay promotions, such as spa or golf offers, let them know you value their time and preferences. The ability to order food without picking up the landline will soon be an expectation rather than a bonus. Single any one of these things out on its own, and it may not be a loyalty generator. With a holistic program that aims to engage guests on any device, anywhere, anytime that they want--and that lets them know this is your intention, they perceive the value over and over just like Amazon. This approach creates a sustainable and operationally far more efficient model for loyalty.There's no one right answer to loyalty. Obviously, some programs are structured in such a way that they can rely on a transactional model, but these are the rare exceptions anymore. Given the speed at which travelers move in the digital sphere, we do know that appealing to a diverse set of needs, both digital and in person, has value in and of itself. But at the core of most any loyalty program that will succeed over time is guest engagement that goes far beyond you know my name and seeks to get at you know my needs.

Runtriz and Glympse Join Forces to Offer Smart Shuttle Tracking for Hotels and Guests

runtriz 6 December 2018
Runtriz, a leading developer of innovative mobile and digital technology solutions for hotels, resorts, and casinos, today announced a new strategic partnership with Glympse, the pioneer of real-time location technology, to bring smart shuttle tracking capabilities to hotels and their guests.Courtesy shuttles have long been a favorite amenity among guests, but with the convenience and low cost offered by ride-hailing apps, hotels risk losing their competitive advantage if they can't make the experience convenient and frictionless. Not to mention, some reports indicate that as much as 40-70 percent of calls to the hotel front desk are inquiries about the status of the courtesy shuttle. The collaboration between the two technology innovators will take the Runtriz mobile app to the next level by using location data to create end-to-end guest experiences, taking the frustration and guesswork out of the hotel transportation services. Hotel guests will know exactly when their shuttle will arrive and hotel staff will know when the guests will be arriving at the hotel."Our goal has always been to develop solutions that help our clients maximize revenue, optimize productivity and enhance guest experiences at every touchpoint," said David Millili, CEO of Runtriz. "Hotels rely on the Runtiz technology to provide guests with frictionless 24/7 mobile access to a wide variety of hotel services and local information, so partnering with a best-in-class provider like Glympse was a natural extension of our offering. We couldn't be more pleased to provide our clients with smart shuttle tracking technology as a significant added value platform enhancement."Benefits of the enhanced smart shuttle tracking features to Runtriz hotel app clients:Allows shuttle drivers to easily select their route, check in at various stops and automatically share location so their passengers always have an up-to-date ETA.Guests can quickly locate and select the correct pickup zone, and see what stop is up next.Driver profiles paired with pickup zone, shuttle stop, and ETA details take all the confusion out of finding the correct shuttle in busy, stressful areas.Guests can view multiple shuttles in the area so they can decide which one fits their schedule best and take back control of their ride."Hotel shuttle services are a major brand differentiator to drive guest satisfaction and loyalty," explains Chris Ruff, CEO and president of Glympse. "Unfortunately guests are very often frustrated because of the uncertainty they face trying to predict when their ride will arrive. Integrating our smart tracking technology within the unrivalled Runtriz mobile functionality helps address this challenge, providing a more positive guest experience while reducing operational costs."Runtriz delivers a suite of innovative digital and mobile guest experience solutions for more than 2,000 hotels globally and now offers Alexa voice integration to all of its clients. For more information, please visit About Runtriz Runtriz delivers magic moments utilizing an open guest service platform that enables guest service amplification. We strive to enhance both the staff and guest service experience to optimize their time. With over 2000 hotels in 120 countries covering 50 + languages, Runtriz has the knowledge and experience to support your hotels' digital and guest engagement goals. We help our partners increase guest service results be delivering what today's guests want. For more information, or to request a demo, please visit runtriz.comAbout GlympseGlympse is the only built-for-mobility SaaS company that helps Fortune 1000 companies improve their customer satisfaction by eliminating the friction and anxiety of product and service delivery experiences. The pioneer in real-time temporary location sharing technology, Glympse has a powerful platform that successfully aggregates existing Service, Marketing and Commerce Cloud capabilities into a single easy-to-use Glympse, helping businesses improve communication and increase satisfaction when their products and services are delivered or picked up by their customers. For more information, visit
Article by David Millili

Getting to the Core of It: What Plate Tectonics and Guest Engagement Have to Do With Each Other

runtriz 19 November 2018
The hotel industry has talked ad nauseam about what guest engagement means, how it looks, what the methods should be. We know that it's not the one-way communication with a guest that the hotel industry long embraced, but, instead, a dialogue that creates emotional involvement and generates trust. A mechanism for earning a guest's loyalty via a combination of experience, service, and relationship. And this loyalty is more important than ever. According to Gartner, existing customers will account for 80% of future revenue. Consider also that a simple 5% increase in customer retention can increase a company's profitability by 75% (Bain & Co). Or that on average loyal customers are worth 10x more than their first purchase (Martech). Every effort that goes into guest engagement and loyalty results in future revenue.However, for all the strategizing, there's been much less focus on what's at the core of guest engagement. The focus has been on outcome, and what it looks like when or after it's executed, as well as on the tools you can use to boost engagement. But successful guest engagement is about more. We need to step back even further and talk about the core. In other words, what fundamental principles drive successful guest engagement. To achieve sustained loyalty, strategies and tools must be based on core principles.Think of it like this planet we occupy. We don't often think about the blazing hot core of the Earth, but it's essential. The movement of metals in the core creates not only our magnetic field but also plate tectonics. The next layer, the Mantle, is the thermal and mechanical force behind plate tectonics--the engine, so to speak, or the tools. This means that what's happening at the center of the earth and in-between, of course, has massive ramifications for the lives we live out here on the crust. We must build up in layers; focus on the core, first, rather than the outcome to achieve the desired results. Core principles should guide tools, which in turn, generate guest engagement, which leads to long-term loyalty. So what are the core principles we must understand in order to employ the right strategies and tools toward successful guest engagement?1). Cohesive guest-centric experienceLoyalty is the result of a fundamentally guest-centric operation. The way this plays out in terms of personal guest service, frequently dictated by category, receives tremendous attention; however, what of the digital experience? The guest-centric experience begins with a true digital centralized hub. This is not so much about the tools that you use to reach guests, but about the core system where they integrate so that the guest has a seamless, consistent experience. A guest-centric digital execution looks like a system where various tools from outside providers integrate into a centralized hub with point solutions powering back-end capabilities. For instance, Runtriz offers the guest-facing platform that supports many point solutions from outside providers, such as mobile keys.2). Proactive communicationThe hospitality industry focuses narrowly on personalized guest communication--designing messages around everything we know about the guest. Of course this is essential to guest engagement; however, proactive guest communication is equally important. Hotels must do more than merely understand who the guest is and what he likes. In addition, properties must deliver the right message at the right time. So often marketers find themselves realizing there's a need time and pushing out offers in a reactive way, scrambling to fill the gaps. Proactive communication requires the delivery of a relevant message that matters (personalized to the guest, that is) during an appropriate window of time. Hotels must necessarily leverage all digital mediums to reach the guest wherever he is, including mobile and text. Whether the guest is at home prior to the stay or on-site or post-stay matters a great deal in determining when and how the message should be delivered.3). AuthenticityThere's a move to make hotels more authentic on the whole, as guests have expressed greater interest in the localized experience. For some hotels, this looks like affiliating with a well-known local restaurant or hanging regional art. These things add character, but authenticity starts deeper, with the way hotels communicate, both digitally and in person. Honesty is paramount--don't overplay your property nor offer packages and promotions that don't provide real value. Speak to guests as though they are friends, not customers. Avoid constantly asking for something (e.g., revenue). Further, untether your staff from their desks. Make them more mobile, so that they can move around and respond to guests in an unfettered, authentic way. Give them leverage so that they can respond to guest problems on the spot with solutions that are reasonable and responsive (offers, complimentary amenities, and so forth). Allowing guests to do the basics, the things that don't require a staff person--check-in, checkout, booking local (authentic) activities, room upgrades--via digital means only increases the opportunities for an engaged one-on-one interaction.These principles must be at the center of any hotel operation intent on the guest engagement that we know earns long-term loyalty. We know our guests are in a constant state of evolution. What they want today will be different in a few months, and the tools by which we deliver what they want will change, which makes it even more essential to visit and revisit the core of guest engagement.

Runtriz Showcases Game-Changing Hotel Mobile and Digital Technology Solutions at World Travel Market (WTM) in London

runtriz 30 October 2018
Attendees at the upcoming World Travel Market (WTM) in London will be introduced to the latest cutting-edge advancements from Runtriz, a leading developer of innovative mobile and digital technology solutions for hotels, resorts and casinos. The company will be showcasing mobile and guest facing solutions that enhance the guest experience including artificial intelligence and voice-activated technologies using Alexa in hotel rooms. The event, which takes place November 5th to 7th, at the Excel Centre brings together almost 5,000 exhibiting destinations, technology and private sector companies and 51,000 travel professionals, key industry buyers, journalists, and digital influencers. Attendees and media are invited to meet with the Runtriz team at stand TT400.Runtriz is recognized as a pioneer in developing software solutions for the hospitality industry, powering the digital and mobile strategies of many of the world's top casinos and hotels. Guests enjoy frictionless access to an array of services both pre-arrival and during their stay. From the convenience of their mobile device, guests have frictionless access to an array of services both pre-arrival and during their stay. They can check-in and out, open their hotel room with digital keys, engage with staff via two-way chat, make requests, order dining, book spa or golf appointments, manage events, review and pay folios, provide feedback, and much more."Hoteliers haven't had a true, end-to-end mobile guest engagement option that unifies all the best in class features in a way that's easy for guests and staff to use,"explains David Millili, CEO of Runtriz. "Runtriz has raised the bar when it comes to guest service amplification that is solving fragmented mobile solution problem with our integrated hub. Our clients are experiencing higher guest service scores, greater revenues and significant operational efficiencies."Hotels can leverage the integrated features to automate data-driven, revenue generating offers to guests, share timely hotel information, and provide concierge services. Runtriz also offers several staff-facing mobile solutions that facilitate staff-to-staff communication as well as dispatch food and beverage orders at any venue on property."We've reinvisioned the mobile solution to provide unprecedented capabilities within a single white-labeled platform that is quickly deployable and optimized for all screens without development," he adds. "Our team is looking forward to sharing the exciting things we're doing to help hotels build rewarding, lasting relationships with their guests at WTM."To learn why over 2000 hotels in 120 countries covering 50 + languages trust Runtriz technology, expertise and services to help them maximize revenue, optimize productivity and enhance guest service, please visit

Runtriz Bolsters Leadership Team, Adding Heads of Client Services and Sales

runtriz 6 September 2018
"We are thrilled to welcome such experienced and outstanding talent to the Runtriz leadership team," shared David Millili, CEO of Runtriz. "With deep industry roots, each adds important new dimensions of expertise to our organization. I look forward to working closely with both of them as we continue to grow and work diligently on our mission to keep Runtriz at the forefront of the industry, with innovative technologies, superior products, and uncompromising customer service."Liz Amato With more than two decades of hands-on experience, Liz Amato's career is marked by notable achievements while bringing the highest value to her clients, partners, and colleagues. Most recently she held strategic management roles at America's largest travel agency company, Travel Leaders Group. Before that, served as vice president, sales and client services, at Pegasus Solutions."It's an incredible time to be at Runtriz; I am looking forward to bringing new ideas to life that help build on our strong foundation of service," said Amato. "I feel fortunate to be part of such a visionary company that prides itself on continually innovating while keeping clients' best interests at heart."Click here to learn more about Liz and connect with her on LinkedIn.Michael Garvin Michael Garvin brings a unique perspective which combines hotels operations and ownership experience as well as proven background in hotel technology. In his new role, Michael will serve at the helm of Runtriz's sales organization and provide the strategic management for the company's new client expansion initiatives. Throughout his career, which spans more than 30 years of experience centered entirely on the hospitality industry, Michael has been at the forefront of emerging industry trends and spearheading growth."Runtriz has such an impressive reputation as an innovator of guest experience technology solutions that deliver outstanding results for their hotel clients worldwide," said Garvin. "I'm excited to work with such a passionate team and to leverage my experience to contribute to the company's foothold as a visionary leader in hospitality."Click here to learn more about Michael and connect with him on LinkedIn.The latest additions to the Runtriz team come at a time of accelerated growth, solidying the company's position as a market leader in mobile and guest-facing solutions leveraging data and technology to deliver incredible guest experiences. Hotels rely on Runtiz technology to provide guests with frictionless mobile experiences at every touch point, enabling guests to order food and beverages at the pool, in restaurants and room service, make spa or golf appointments, book reservations, email and text with hotel staff from the convenience of their mobile device. Runtriz also powers the added convenience of mobile check-in/check out and mobile keys.To learn why the world's leading hotels trust Runtriz technology and services to help them maximize revenue, optimize productivity and enhance guest service, please visit

OpenKey And Runtriz Create Global Partnership

runtriz 28 August 2018
The partnership brings significant advantages to hotel ownership and management companies in particular through combining flexible guest services such as requests for housekeeping or maintenance, concierge services and room service with the most universal mobile keyless entry platform to enable guests to securely access their rooms via smartphone. As hotel ownership and management companies work with a variety of different lock brands within portfolios of properties, the OpenKey platform makes it easy to offer a universal digital key experience. Runtriz also brings specialties in both mobile web experiences and branded app development for portfolios of hotels to create a seamless guest experience that reinforces loyalty and repeat visitation.For more than a decade, Runtriz has continued to evolve as it collaborates with a diverse group of industry leading brands such as Radisson Hotels, Best Western and Caesars Entertainment, as well as leading mid-tier brands and independent properties. "This partnership extends our ability to serve our client community with best-in-class solutions as we deliver memorable, convenient, and amazing experiences to their guests," said David Millili, CEO of Runtriz. "The Runtriz platform empowers travelers to easily find what they're looking for by adapting to user behavior and preferences across all digital, mobile and voice channels.""We routinely are asked to add guest services to our mobile keyless entry platform" commented TJ Person, OpenKey CEO. "The partnership between OpenKey and Runtriz brings together the best in the hotel industry to make implementing a next-generation guest experience seamless, simple and affordable for hoteliers, owners and operators."A recent Oracle global study confirmed that 88 percent of consumers surveyed want a mobile app that supports check-in, check-out and provides a relevant and personalized experience. Further, OpenKey supports sustainability efforts in the hotel industry as keyless room access reduces the need for disposable plastic keys. The Runtriz platform also integrates with Alexa devices in rooms allowing guests to enjoy the same voice engagement they have at home when travelling.About RuntrizSince 2006, Runtriz powers guest experiences seamlessly across hotel mobile and digital channels. Runtriz offers hotels and casinos a cloud-based, white-labeled, mobile platform that is quickly deployable and optimized for all screens without development. The platform provides a robust suite of features, including: real time content management, request management, mobile ordering, workflow management, business intelligence, meeting & events, push marketing, and multi-channel messaging. It is the trusted guest engagement solution to leading hospitality brands and independent properties in more than 120 countries. As part of our community, clients experience higher guest experience scores, greater revenue, better reviews, more loyal guests, and higher performing staff. Visit to learn more.About OpenKey Founded in 2014, OpenKey is reinventing the hospitality experience through its mobile access solution. The OpenKey app is the industry standard for universal mobile key technology and works with the majority of digital hotel locks. Hotels and their guests benefit from OpenKey's platform providing efficiency, convenience and cost savings. OpenKey is a privately held company located in Plano, Texas. The company has been funded by several of the largest hotel ownership and management companies in the world. The app is available for both iOS and Android devices. For more information, please visit

David Millili Named CEO of Runtriz

runtriz 15 June 2018
Millili was the choice of Runtriz's leadership team after an extensive search, a move aimed at building on the company's high global demand while freeing up the founders to concentrate on leading product strategies and advancing key relationships."I am honored to have the opportunity to be part of such a visionary team," said Millili. "I'm eager to build on the company's strong foundation, capitalize on new market opportunities and will continue to carry Runtriz's legacy of innovation and growth into the future."A talented industry veteran, advisor, and serial entrepreneur, Millili most recently served as chief executive officer and board member of Pegasus Solutions, a leading technology and services provider to hotels and travel distributors. Before that, Millili founded and led Open Hospitality, one of the most notable hotel internet marketing companies. He currently sits on a number of boards and as a former hotel general manager, he has valuable experience in all aspects of hotel operations and management."We are excited for David to join the team and help guide our rapid growth throughout the industry. The vision, industry knowledge, and experience he brings to the table is paramount to our company's continued success," said Matt Allard , President & Co-Founder. "We are fortunate to have David as our next CEO at this very exciting time for our organization."Runtriz is recognized as a pioneer in mobile and guest facing solutions that enhance the guest experience including artificial intelligence and voice-activated technologies using Alexa in hotel rooms. Guests can order room service, make spa or golf appointments, book reservations, email and text with hotel staff in addition to expedited check-in and mobile keys. Runtriz also offers several staff-facing mobile solutions that facilitate staff-to-staff communication as well as dispatch food and beverage orders poolside or at any venue on property.Runtriz will be exhibiting at HITEC 2018 in Houston to showcase their latest innovations. Attendees and media are invited to come by booth #419 to meet David Millili and the Runtriz team.To learn more about Runtriz, visit

Runtriz Improves Hotel Guest Experience with Amazon Echo Dot and Alexa

runtriz 21 November 2017
Oceanside, CA -- Runtriz has teamed up with Amazon to launch its newest addition to the Runtriz platform designed to improve the hotel guest experience. Alexa in hotel rooms allows guests to ask for information about the hotel, make requests, set alarms or listen to music. The first property to activate this service is the Best Western Plus Oceanside Palms in Oceanside, CA which now offers guests in every room the ability to interact with Alexa.As soon as a guest gets to their room, they can simply say "Alexa, ask the hotel for two more towels," or "Alexa, ask the hotel to come clean my room." When a service is requested, a message pops up at the front desk with the guest room number, and staff members can easily fulfill. For frequently asked questions like checkout times, Wi-Fi password, restaurant hours and other questions the hotel is typically asked, the responses can be loaded into the Runtriz platform so that Alexa can respond immediately. These questions and requests would normally require a guest to call or stop by the front desk. Now, with the Runtriz platform and Alexa, guests have a fast, convenient way to access the information they need while also saving hotel staff time. Properties can even add responses to additional questions at any time through the Runtriz Platform.Housekeepers and other hotel staff may use Alexa to quickly communicate room issues or maintenance that needs to happen in a room back to staff."Artificial intelligence and voice activation will play a critical role in the hotel industry as we look to the future," said Ron Pohl, Chief Operations Officer and Senior Vice President of Best Western Hotels & Resorts. "We have already seen a significant improvement in guest satisfaction scores of the Runtriz platform. The addition of the Amazon Dot at our properties will take the guest experience to a whole new level.""We continually strive to help hotels provide a memorable, convenient, and amazing experience to their guests when staying at a hotel," said Alonso Vargas, President & Co-Founder of Runtriz. "The Runtriz platform empowers travelers to easily find what they're looking for by adapting to user behavior and preferences across all digital and voice channels.""Customers tell us they enjoy interacting with Alexa at home, and want to have the same convenient, easy to use experience while traveling," said Daniel Rausch, Vice President, Amazon. "We're excited to work with Runtriz to help hotel guests enjoy voice-enabled experiences, from accessing hotel information to ordering more towels, simply by asking Alexa."The Runtriz platform powers digital and mobile experiences for more than 1,000 hotels globally and now offers Alexa voice integration to all of its clients. For more information go to

Request Information

Thank you for your request, we will get back to you as soon as possible.
Please enter your contact details below and we will get back to you with the requested information as soon as possible.
An error occured, please check your input and try again.



Thank you for subscribing. Your email address has been added to our mailing list.
To subscribe to the HITEC Bytes Newsletter please enter your contact details below.
An error occured, please check your input and try again.
I do want to receive the HITEC Bytes email newsletter.
By submitting this form, you have read and agreed to the Privacy Notice of HFTP.
You may unsubscribe to these emails at any time.