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Article by Jos Schaap

Shifting Your Hotel Staff from Task-Oriented to Guest-Oriented [Guide]

StayNTouch Inc. ·6h
In the world of hospitality, there exists a crucial difference between simply servicing a guest's demands and providing truly outstanding guest service. Hotels that are able to focus on the latter will reap the rewards with increased guest loyalty and, in turn, an undeniable ROI in their business model. Why? Because great hospitality is about great service, and at the root of that understanding exists the realization that hotels need to be guest-oriented rather than task-oriented. So, the question becomes, how can hoteliers empower their staff to shift their customer service model to one which is personalized, attentive and responsive in nature, rather than reactive and task-focused? How can hotel owners free up their staff to provide their best service and connect with guests on a deeper level?Believe it or not, the answer lies in your hotel PMS system.Much of the frustration experienced by hotel staff as it relates to daily operational duties, can be correlated to limited technology or software that fails to enhance or streamline their day to day duties. This often starts with the PMS system, and whether it is intuitive, user-friendly, full-featured, mobile-centric and comprehensive. After all, technology should enhance operations and productivity, not act as a burden or limitation to your team. You can't expect your staff to step up their game if you don't provide them with the tools to do so. With the right mobile-centric PMS technology in place, your staff can experience the freedom to excel at their jobs with anytime/anywhere access to improved communications, real-time property updates and vital guest information at a glance.To download the free guide, Shifting Your Hotel Staff from Task-Oriented to Guest-Oriented, CLICK HERE or go to http://www.stayntouch.com/resources/shifting-your-hotel-staff-to-staff-oriented/?utm_source=Hsyndicate_HSMAI_HospitalityNet.
Article by Jos Schaap

Evaluating the Hype Behind Mobile Keyless Entry for Hotels

StayNTouch Inc. 19 April 2018
With the ongoing evolution of technology and consumer preferences, we frequently bear witness to a trend of forced adaptation amongst businesses, both large and small. Across industries, business owners can often recognize the tides of change rapidly approaching their service offering. Hoping not to be left behind, they fervently work to prepare for those impending upsets by adopting responsive, small-scale changes to ride the wave of the bigger vision and more innovative players. Adapt and evolve is the key to survival in a competitive consumer market, after all. The only problem is, in today's marketplace -- with the hospitality industry being no exception -- guests are as smart as they are selective. They know better than to bite at small change, when the more innovative brands are willing to go all in, and offer their guest a more complete, improved experience. They don't just want a piece of the cake - they want the whole cake baked to their exact preferences each and every time. Let's use this understanding to take a closer look at the mobile evolution. Across the hospitality industry, we're seeing the rapid implementation of mobile functionality solutions based on guests' demonstrated preference for mobile engagement and convenience. Within this trend, hotels are investing in apps, improved mobile booking technology, mobile keys, mobile kiosks/concierge and more. Mobile keys have captured the interest of hoteliers and guests across the industry. There are a number of reasons for this, including the environmentally friendly and sustainable nature of an app-generated key in place of a plastic keycard, increased security and front desk by-pass. In fact, a study released in March shows that 73% of guests want to bypass the front desk, and 63% would prefer a mobile key solution. However, it's important to realize that capitalizing on the true power (and ROI) of mobile extends far beyond just installing a mobile key solution, and stopping there. Without the underpinnings of a strong, versatile and mobile PMS, just having a mobile key solution may only fix a small portion of the guest engagement challenge that hoteliers face today. Basically, it might just be a piece of the cake, while your guests are left still hungry for more. Rather, hoteliers need to adopt a holistic approach to mobile and the way in which it can (positively) impact every fact of a hotel's operations. This approach should focus on an intuitive PMS system, seamless mobile check-in/out technology and guest self-service stations, as well as mobile keys. A genuinely intuitive hotel PMS system should effectively enhance the daily workings of your front desk operations, rate management, group management, reservations, housekeeping's and financials, all at a glance. While an upgraded PMS may not be immediately recognizable to a guest, you can trust that they will quickly appreciate the service advantage it provides. Why? Because an empowered, mobile staff removes barriers and services guests where they are, 24/7. By freeing your staff from the limitations of a task-oriented service model, you are enabling them to connect with guests in a valuable way and provide enhanced, personalized service. They can interact with the hotel property and guests in an interactive, responsive way while also increasing revenue opportunity with upsell prompts from the PMS. These upgrade and package prompts can even be built-in to the guest self-service stations, ensuring each guest is in complete control of their experience. With this functionality in place, you can cater to those guests who prefer a low-touch, efficiency-based service model as well as those who prefer a more personalized experience. Further, your mobile check-in/out solution is just as critical (if not more so) than your mobile key. The check-in and check-out process represents each guests' first and last impression of your hotel, after all. A comprehensive and foolproof mobile check-out solution should not only work seamlessly each and every time, but it should empower the guest with choice of service, provide a sense of exclusive connection, differentiate your hotel, offer upgrades and monetize late check-in/out. When it comes to mobile, it's about the whole picture -- not just part of it. Ensure you are setting your hotel up for long-term success with a complete, multi-faceted mobile solution in place. With this approach, you can not only weather the tide of change, but you can continuously get ahead of it to offer a truly innovative experience for your guests.
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How Future-Proof is Your Hotel PMS? Download Free 10-Point Checklist Now

StayNTouch Inc. 12 April 2018
In many respects, a hotel can only be as future-ready as it's PMS system. The PMS system acts as the integral framework to a hotel's internal processes, paving the way to a positive experience for staff and guests alike. Of course, as the PMS technology available continues to advance and evolve, hotelier's may find themselves reassessing current platforms and tools in favor of more modern, updated options.So how, exactly, does one go about future-proofing investments in hotel technology when there's no certainty what the future holds? Luckily, we've compiled a 10-point checklist to help you determine the answers to that question.1. Is Your PMS Cloud-Based?On-premise solutions can often be left behind as technology advances. Of course, some updates are available, but many hotels choose not to upgrade because of lack of compatibility with their other systems, as well as fear of loss of data or disruption to routine. Migrating your PMS to the cloud should be top of mind for every hotelier. Cloud-based software doesn't rely on costly hardware upgrades, and automatically installs new updates to maintain security and limit on-going maintenance. And because of the simple subscription-based SaaS pricing of cloud-based PMS, there are no unwelcome surprises - and budgets are predictable year after year.2. Is Your PMS Optimized for Mobile?If your PMS is missing mobile functionality (check-in, upgrades, key encoding and more), it's missing out entirely. The modern hotel guest expects to remain connected 24/7, while also addressing most of their travel needs right from their smartphone. In fact, 60% of guests across all demographics stated that they are "more likely" to choose a hotel that allows guests to check-in with a smartphone than a hotel that doesn't.To download a free copy of the 10-point checklist CLICK HERE or go to http://www.stayntouch.com/resources/how-future-proof-is-hotel-pms/?utm_source=Hospitality_HSyndicate_HSMAI.
Article by Jos Schaap

How Self-Service Is Replacing Traditional Guest Service In The Ideal Guest Experience

StayNTouch Inc. 3 April 2018
Traditionally, the guest experience with a hotel is defined by their interaction(s) with hotel staff, the upkeep of the property and amenities, and the provision of a room which meets or exceeds expectations. However, as any savvy hotelier knows, the current hospitality landscape has outgrown that tradition to make room for improved technology and an enhanced, personalized guest experience. Where guests previously expected to be greeted with cheerful front desk staff, they now prefer mobile check-in, allowing them to bypass lines and interact with the hotel freely (and immediately). Moreover, guests, today expect customized service with a low-touch flair, allowing them to express complete control over their hotel experience. In fact, self-service is on pace to replace traditional guest service entirely.Convenience is ParamountThe self-service trend is leading the way to a future which prioritizes convenience at every turn. Earlier this year, we saw the debut of Amazon Go's first automated retail store in Seattle which allows customers to enter, shop and check-out their purchases without any interaction or physical cash/card exchange. Instead, when you arrive at the store, you scan your phone, and the store's automated systems track what you grab with 100 cameras before automatically charging you the correct amount upon departure. This proved to be an incredibly exciting retail model for customers who prefer a low-touch, time-efficient shopping process which allows them to get in and out with no time wasted. Large-scale examples such as the Amazon Go store, Uber Eats and purchase kiosks, demonstrate the way in which customers are increasingly embracing this kind of technology and widespread shift to the self-service model.As we turn our sights to the hospitality realm specifically, we see the influx of millennial travelers who prefer to make reservations and check-in by smartphone or kiosk, access a virtual key from their mobile device and communicate with staff via text messaging. In a recent study, participants were asked to estimate how much time they waste standing in line or waiting for service. On average, respondents said they waste about one hour standing in line or waiting for service in a typical week. In fact, according to a recent study by Zebra Global Hospitality, 70% of guests want to use their smartphone to speed up check-in and services. After all, who wants to find themselves stuck in a front desk line cluttered with tired tourists, families and business travelers, waiting for check-in after a long flight or day or travel?The Room of the FutureThe self-service model and the convenience it implements extends to the in-room experience as well. With the constant evolution of in-room technology, we are seeing hotels implement iPad and mobile-based room controls to provide direct control of temperature, lighting, bathroom amenity settings, voice-activated AI devices, streaming services, mobile concierge and more. In today's modern hotel room, guests no longer have to ring down to housekeeping for more towels, to adjust their room temperature, restock the minibar or order room service. Instead, they can tell the in-room iPad to cool or warm the room and send housekeeping or room service requests with a few taps within the app. It's simple, immediate and most importantly, entirely convenient and conducive to the ideal frictionless guest experience.PersonalizationAn increase in self-service technology also translates to an increased opportunity to gather guest data for improved personalization. Within an app on their mobile device, guests are free to engage and make requests or purchases in an uninhibited manner, without any influence or hesitation they may feel within interpersonal interactions. In fact, evidence indicates that investing in technology ups in-room sales revenue by 20%. Hotels can then use this data to create guest profiles and save preferred settings to ensure guests' expectations are immediately met (or better yet, exceeded) every visit. This also helps to remedy guest complaints and ensure those mistakes aren't repeated, as studies note that 89% of customers get frustrated because they need to repeat their issues to multiple representatives. Moreover, 87% of customers think brands need to put more effort into providing a consistent experience.A Different Kind of Engagement While self-service may seem to be a model that decreases engagement with staff, this actually isn't the case. Rather, the self-service approach encourages a different kind of engagement -- allowing staff to be less transactional and focus on establishing genuine connections with guests. By making the requirements of your staff more streamlined and hands-free, you're providing them the freedom to excel in their customer service. With this technology in place, hotel employees will no longer be confined to stationary positions within the lobby or left to guess what guest expectations might be. Mobile and kiosk-based check-in (and more) allows staff to move freely around the hotel, offer entirely responsive service and access guest profiles at a moment's notice. Some hotels are even testing out rooms with sensors that detect body heat so that housekeeping knows not to enter when the room is occupied. Other hotels are experimenting with robots that can do everything from deliver luggage to check guests in and answer questions.As self-service technology continues to evolve and gain popularity, we can expect improved cost efficiency, personalization and a smoother, more seamless experience for both hotels and guests, as traditional service becomes a thing of the past. With this in mind, we are confident that mobile and self-service is the new way to hotel
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10 Step Guide to Attracting the New Digital Traveler

StayNTouch Inc. 21 March 2018
Implementing a strategy to nurture the next generation of guests is essential for any property, and the task of winning the hearts and minds of this highly profitable guest is really much easier than it sounds. It comes down to taking care of the details and using trusted tools. As we head towards an ever more tech-centric age to come, hotels that will succeed are those that adopt or continue to actively embrace all that the latest technology offers.With this in mind, StayNTouch has compiled an exclusive 10-step guide to ensure your hotel is best equipped to attract the modern, digital traveler.1. Invest in TechThe digital traveler has their finger on the pulse of the latest and greatest tech trends. Appeal to their penchant for technology by equipping your hotel with advanced offerings such as AI personal assistants, complimentary streaming services, in-room mobile controls, mobile room keys and more.2. Personalized ServiceThe modern guest wants their hotel to anticipate their needs, expectations and values, in order to curate a truly personalized experience. Ensure you have an advanced, insight-focused PMS system in place that allows you to better understand (and engage with) each guest.3. Utilize Machine Learning TechnologyIn order to personalize your guests' booking and on-property experience, your PMS system should utilize machine learning technology to track online navigation patterns, geographical location, and seasonality data. With this data, the software you have in place can strategically tailor content based on each traveler's buying or guest journey, in real time.4. Mobile FunctionalityHelp your digital guest stay connected 24/7, right from the palm of their hand, with mobile-optimized features such as booking, check-in, check-out, concierge and self-service stations. Arm your staff with tablets and a mobile device so that they are free to engage with guests anywhere on-property.5. Make Sure There Is an App For ThatThe digital guest readily embraces any opportunity to increase efficiency while on-the-go. By creating an app for your hotel, you can better connect with your digital-savvy guest, create a central hub for hotel information and offer app-specific perks or exclusive promotions. Ideally, your mobile app should be a one-stop solution for all your travel needs. CLICK HERE to download the full guide or go to http://www.stayntouch.com/resources/10-step-guide-to-attract-digital-travelers/?utm_source=HSyndicate-HSMAI-HospitalityNet
Article by Jos Schaap

If Your Hotel PMS Doesn't Include These 6 Things, Your Competition May Be Winning

StayNTouch Inc. 15 March 2018
The world of hotel property management systems (PMS) has become somewhat confounding lately. There are a myriad of new entrants, and the legacy systems are trying to hang on by wrapping their old solutions in new costumes (a.k.a. putting lipstick on a monkey). One thing is sure - the guest is evolving and becoming more educated, on-demand and needs instant gratification, that's why offering your guests with the latest hotel technology is paramount.Competition for the guest is fierce. Hotels struggle with Online Travel Agencies (OTAs), Airbnb, the review ecosystem that is TripAdvisor and many more elements that affect the hotel PMS decision. These external pressures can sometimes feel daunting, but hoteliers can control one incredibly important aspect of their operations that every hotel has in place. The control can come from the PMS and its capability to amplify the guest experience. So, here are five things that your PMS needs to ensure that you are outperforming your competition.MobilityIn our instant-access world, guests expect quick responses. Gone are the days where hotel staff need to be chained to their desks and your guests are aware of this! The front desk idea is old and antiquated, and it creates a barrier between hotel ambassadors and the guest. The new PMS world should be focused on mobility enabling your staff to roam the lobby - or anywhere for that matter - and help guests upon arrival and even encourage some upselling. Mobility should also place power into the guests' hands by empowering them to book, check-in and out as well as order anything via their mobile device. Mobile hospitality is the future of our industry, and it should be at the top of the list.Design Flexibility & UsabilityOur industry experiences a great deal of turnover when it comes to staffing hotels. Even the best PMS system is useless if your employees don't know how to use it. The hotel PMS technology needs to be easy to use, easy to train and more importantly - be flexible enough to address all the changes that are occurring in the new hotel technology ecosystem. These changes can include new interface requirements, new additions to the application itself, as well as the capability to be open. Older PMS's are closed, and third-party vendors and their hotel clients can wait months, if not years, to get their system integrated. This can be debilitating to your operation, so make sure that your new PMS has this capability and overall philosophy. A good PMS doesn't just fit your hotel's current needs, but also has the potential to grow with you: it should include multiple modules, features and endless possibilities for integration.Cloud & SaaSThere has been a great deal of focus on cloud developed platforms because this delivery method is the future. If your PMS is not cloud-based, then you will be lagging behind. Your PMS of choice should not require you to put in a lot of work upfront. Also, ensure that the PMS company offers a SaaS pricing that includes not only the platform but critical updates as well. When it comes to SaaS from an investment perspective, it makes a great deal of sense as the cost implications to the hotel are much lower than the older, tradition license, maintenance and support model. SaaS service makes administration easier; provides automatic updates and management; ensures compatibility; enhances collaboration and provides access to users from any device capable of accessing the internet.Service & SupportHoteliers need to feel secure that we, their technology providers have their back when it comes to maintaining, supporting and servicing the solutions that they purchase from us. Hoteliers cannot wait on hold. Imagine if hoteliers asked their guests to continually wait for the delivery of extra pillows from housekeeping or a martini at the lobby bar. Hotels are in the service business, and hotel technology providers need to emulate this level of service. Do your homework on possible new PMS companies and make sure that they have a stellar service reputation.Guest EngagementWe hear a great deal about guest engagement these days in the hotel world. Your PMS should enhance guest engagement and improve your guests on and off property experience. If your guests' want to purchase something that they want placed in their room before arrival; they should be able to do so. If they would like to schedule a spa appointment at the same time, the system should enable this to occur. The guest is in charge, and the system that you choose should empower the guest to decide how they want to manage their stay and how they want to interact with the hotel and its employees. True guest engagement is letting the guest do what they want when they want with as much support from the hotel as they need.Data & ReportingThe truth is that every guest you have really is your only guest, at least as far as they are concerned. They expect you to treat them with unsurpassed care as though your entire success depends upon their ongoing satisfaction -- which it does. A PMS should also enable your staff to easily answer guest questions, access and gather data as well as offer relevant services. This way your PMS not only facilitates personalized service, but also positively affects your revenue. Anticipating shifts and trends is much easier when your PMS provides forecasts, past performance levels, guest stay cards and so forth.There are most likely ten to twenty more specific items that a hotelier should be looking at when they are choosing their new PMS to stay ahead of their competition - but these top six areas should be prominent in the decision-making process. If you are not currently using an advanced mobile PMS system, chances are you are giving up an opportunity to further differentiate yourself among your competition. Now may be a good time to consider the many ways your hotel brand would benefit by implementing an innovative new hotel PMS technology.
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7 Reasons Hotels Choose StayNTouch Over Other PMS Solutions

StayNTouch Inc. 13 March 2018
If you're in the market for a new property management system and have done any research, you might have begun to feel that you know less than you did before. That's why StayNTouch has put together a helpful guide to help you compare and learn why their Rover PMS has quickly become the preferred PMS solution for both independents and chains alike.Here are just seven of the many reasons why hotels of all sizes and service levels choose StayNTouch Rover PMS over other PMS solutions.1. Full-Featured PMS FunctionalityStayNTouch offers next-generation PMS technology functionality without the restrictions and overhead costs of being tied down to large, complicated legacy systems. Features and capabilities available in Rover PMS include: integrated booking engine, reservations management, rate and revenue management, group management, housekeeping, distribution/channel management, custom dashboards and analytics, reporting, multi-property management, back office/accounting, , payment integrations, mobile check-in and check-out, self-service stations, marketing automation, PCI Compliant, digital signature capture, and much more.2. Ease of UseSavvy hoteliers know that the goal of PMS technology is to provide the executive management team and front-line employees with tools to run the hotel profitably, not to spend their time learning and managing the technology. StayNTouch offers a high-performing, intuitive and easy to use system so that employees can focus on what matters most - guests. Unlike many other hotel systems on the market, StayNTouch PMS requires minimal training and provides a touch/graphic user experience. Moreover, in an industry with such high turnover rates, the StayNTouch PMS doesn't require excessive training and can avoid frustrations, errors, and costs associated with more cumbersome solutions.3. Cost SavingsThere are definitely cost savings when implementing StayNTouch PMS, and the lower total cost of ownership (TCO) allows hoteliers to re-invest in innovative ideas rather than technological infrastructure. StayNTouch Rover is a cloud-based PMS that can be implemented quickly with the least amount of disruption to the workflow. Unlike on-premise solutions, the cost of entry is substantially lower, and when you grow as a hotel - the scalability and flexibility of the StayNTouch PMS makes it the preferred choice of forward-thinking hotels. Because it is offered on a SaaS pricing model, everything is combined into an all-inclusive monthly fee. That means no more maintenance fee surprises or extra support charges. The investment is also highly manageable from a budgetary standpoint due to the predictable nature of the cost structure.4. Mobile & Self-Serve:StayNTouch Rover mobile PMS enables hoteliers to meet emerging expectations while creating more meaningful interactions between hotel guests and employees. Staff can move about the hotel and still have access to the PMS on their tablets. Accessible and fully functional on any tablet device, a mobile PMS eliminates inefficiencies in the guest experience, like waiting in line at the front desk. Beyond front desk services, a mobile PMS can streamline and improve other functional areas of the hotel. Employees can access the PMS from anywhere on property and use the data to make more informed decisions or resolve issues quickly. Guests can also have a choice in the way they interact with the hotel. With Rover, they can self-check-in or engage with a welcoming staff member face-to-face using a tablet. This includes integrated secure mobile credit card swipe and mobile guest room key encoding. Guests can also reach out to for on-property requests using their preferred methods including smartphone, text, and mobile. Management can monitor guest activity and revenue performance on a tablet, even off-site. By providing more self-service options, hotels can create more touch points with the guest - each one an opportunity to capture valuable data that improves the guest experience and drives more revenue.To access the full guide CLICK HERE or go to http://www.stayntouch.com/resources/7-reasons-why-hotels-choose-stayntouch-over-other-pms-solutions/?utm_source=HospitalityNet_HSyndicate_HSMAI.
Article by Jos Schaap

Why a Mobile Cloud PMS is a Perfect Fit for Independent Collections, Groups, and Brands

StayNTouch Inc. 27 February 2018
When was the last time you gave your hotel a makeover? I'm not referring to the property itself; rather, the internal systems you have in place to maximize critical day-to-day efficiency. After all, ensuring you have a seamlessly integrated and user-friendly hotel property management system (PMS) in place can, in many ways, make or break the success of your hotel. The traditional hotel PMS systems that have been the go-to choice for independents and multi-properties in the past are quickly being overshadowed by more modern cloud-based PMS systems. Legacy systems require on-premise hardware, on-site manual assistance and (often costly) hardware and maintenance updates. These systems are also reliant on desktops to use applications. Though they may have met the needs of hoteliers in the past, the future favors modern, cloud-based and mobile PMS solutions.Modern PMS systems offer easier implementation and integrations, are more flexible, and are accessible on any device - effectively freeing up your staff from the limitations of the desktop-confined software. In fact, advanced cloud-based mobile PMS solutions aren't just becoming the preferred choice for single property independent hotels, but they are also making their way into the lobby of high-end brands, multi-property groups and big chains alike.Here are just a few key reasons why a future-proof, cloud-based PMS platform can help meet the unique needs of any size and type of hotel organization.Ease of ImplementationWhen it comes to a hotel's internal processes, a few primary objectives come to mind: improve the level of service, drive revenue, reduce cost and enhance the guest experience. With this in mind, hoteliers aren't just looking for a PMS system which can effectively check all those boxes, but one that can do so while also offering cost effective, seamless implementation and integrations. If the implementation process of a new PMS system isn't intuitive, it can make for high costs and complicated training sessions for employees and management. While considering the notoriously high staff turnover rate that exists within the hospitality realm, whether a small chain hotel or a multi-property brand giant, the efficient onboarding process of new technology is always top of mind. Cloud-based PMS systems boast lower implementation costs over legacy systems. Also, choosing an intuitive, multi-platform, multi-device, cloud-based PMS technology eliminates the need for external trainers and increases adoption by hotel staff.When it comes to integrations, a modern PMS solution built on Open API architecture enables hotels to connect seamlessly to other systems - now and into the future.With a turn-key monthly SaaS pricing model, a cloud-based PMS reduces the on-going need for IT resources and expensive hardware updates. Additionally, without the need for on-site services dedicated to the PMS system, management can free up space, staff and decrease costs. Ultimately, the less time and resources dedicated to complicated implementation and training measures means more time devoted to what matters most: the provision of exceptional guest service and engagement.Mobility These days, mobility is a top priority for hoteliers. Since many core features of hotel PMS solutions are similar, many are basing their final decision about PMS based on the strength of their mobile capabilities.As the hospitality industry becomes more competitive, the ability of staff to engage with guests and run daily operations on-the-go, anywhere on the property, is essential. By enabling immediate access to guest data and information from anywhere, a mobile PMS empowers hotels of all sizes to reinvent and automate processes, be more responsive, and most importantly, deliver more personalized service. A centralized, mobile-friendly system also encourages staff and inter-departmental communications, making operations more efficient.Cloud PMS = Increased Peace of MindFor all types of properties, information security is an on-going, grave concern. If a system goes down, or internal information becomes compromised, the entire operation (and hotel reputation) could be at stake. Unlike the traditional, legacy systems of the past, cloud-based PMS offers advanced, worry-free security for hotels of all sizes and varying needs. While some of us may still express some confusion towards the infamous "Cloud" (where does it all go?), it is actually known for its increased reliability, data security, processing speed and more. Amplified built-in security means uninterrupted service, for hotel staff as well as guests, and mirrored data which ensures all critical information is backed up and stored. Further, security updates are installed automatically, without the need for on-property IT assistance. As a hotelier managing multiple properties, departments and employees - this kind of peace of mind should be paramount. Keep Your Operation FlexibleWhether an independent hotel, a multi-property boutique chain or a large brand chain, your priorities as a hotelier will likely vary and evolve, especially when adapting to changing demands of your guests. With this understanding, it becomes increasingly important to invest in a PMS system that is flexible enough to not only enhance your process but grow with your hotel. The advantage of a cloud-based PMS lies in its flexibility to offer high touch service functionality, mobile engagement and self-service options like a mobile PMS. Many hotel brands will have properties with more demands for the high touch service model, while others may cater to guests who prefer the low touch experience such as traveling on business. A scalable, flexible PMS system can enhance your service offering within each property, based on individual guest analytics, while sharing guest data and preferences from a centralized PMS. This not only empowers you to enhance your guest service and personalization - but can also help you to drive your revenue and marketing efforts. At a glance, it could seem that the cost of changing PMS technologies may cause a deficit in the hotel's expenses. However, the increased productivity and revenue potential can easily outweigh the investment and effort it would take to implement a cloud-based, mobile PMS. Independent collections, groups, and brands that invest in competitive, tech-forward solutions to enhance guest experience and operations will, without a doubt, continue to become the preferred brands in guests' eyes.As a forward-thinking leader, push the envelope of the hotel industry and embrace every opportunity to expand your levels of service, efficiency, and productivity through technology. So, ask yourself, is your hotel ready for the modern PMS makeover?
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The 9 Biggest Mistakes Hotels Make When Choosing a PMS and How You Can Avoid Them

StayNTouch Inc. 22 February 2018
The problem is that this is a high-stakes game - picking the wrong tool can undermine your entire guest service strategy and prove to be a very costly mistake. So how can you ensure that you end up with a solution that's a perfect fit for your needs, rather than an expensive round peg for your square hole?By avoiding the following 9 pitfalls, your hotel can be confident that your final PMS investment decision is one that will serve your hotel and guests - today and well into the future.1. No list of requirementsBefore selecting a PMS system, you should understand your hotel's unique goals. Searching for a system without this preparation can result in issues ranging from a PMS that doesn't meet your needs to one that is overly complicated to use effectively.2. Choosing a system that does not scaleMany hotels choose PMS solutions 'in the moment,' that is, looking at the current state of the business. Your business needs will grow and change over time-- including your PMS needs. Adopting an inflexible solution that can't scale with you can mean that before too long, you are again looking for a new system that fits your new business conditions and requirements. This can be an expensive process, especially in the loss of additional time searching for and implementing a new solution.3. Favoring legacy technology architectureYou likely want to go with 'old faithful' when it comes to your PMS but choosing a legacy solution comes at a price. Most legacy PMS systems have an on-premise model, which can be costly when it comes to implementation, training, integrations, and maintenance. Consider a modern PMS that is technologically advanced and scalable for the future (cloud-based, SaaS). An added bonus is that cloud-based PMS solutions offer turnkey pricing which includes updates, maintenance, and support.To access the full checklist of the 9 biggest mistakes that hoteliers can make when they move to a new PMS system, CLICK HERE or go to http://www.stayntouch.com/resources/9-biggest-mistakes-hotels-make-when-choosing-a-pms/?utm_source=HSyndicate-HSMAI-HospitalityNet.
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The Deadline for GDPR is Approaching Fast. Is Your Hotel Ready?

StayNTouch Inc. 20 February 2018
There are only a few months to go until the May 25, 2018 compliance deadline for GDPR, which is a game changer for hoteliers as it introduces a new and comprehensive set of strict data protection regulations. By this date, all hoteliers will be required to demonstrate a "reasonable level" of personal data protection. When it comes to data security, there are few sectors as vulnerable to threats as the hotel industry so as hoteliers face a need for new systems, processes and technology, many are in need of some support.If you haven't yet started - or if you have and you are still working on it - now is the time to put your GDPR readiness plan into action. To help, StayNTouch and TrustYou have created this GDPR Readiness Checklist to guide you and your team.The key areas the GDPR checklist covers include:Awareness & PlanningProcesses and SystemsData Privacy, Notifications & ConsentTechnology and ControlsPolicies, Training & ProceduresTo download the Free GDPR Readiness Checklist for Hotels, CLICK HERE or visit http://go.stayntouch.com/GDPR-Checklist.html?utm_source=HSyndicate-HSMAI-HospitalityNet.About StayNTouchStayNTouch is a "Software as a Service" hotel property management systems (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long lasting relationships with their guests by delivering personalized service levels that today's guests require. StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.Powering over 85,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connect with guests. StayNTouch is a trusted partner to many of the most forward-thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Valencia Hotels, The Freehand Hotels, First Hotels, Modus hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"About TrustYouTrustYou, the world's largest guest feedback platform, empowers hotels with solutions to drive more bookings and improve their hotel product. Through each phase of the guest journey, hotels can utilize guest feedback to enhance marketing, improve guest experiences, and achieve operational excellence. Guest feedback influences 95% of booking decisions. TrustYou Meta-Review, which incorporates hundreds of millions of hotel reviews, surveys, and social posts for over 500,000 hotels worldwide, powers guest reviews on dozens of travel sites, including Google, Kayak, and Hotels.com.*These reviews help hotels to manage and improve their performance along each step of the guest journey, from booking and pre-stay search queries, to real-time guest requests via messaging, to post-stay feedback in the form of reviews and survey responses. Through the TrustYou partner program, PMS, CRM, IBE and other hotel software providers can integrate TrustYou's guest feedback platform into their products to help their hotel clients positively influence bookings and revenue.Find more information on TrustYou and the guest feedback platform on www.trustyou.com.*TrustYou Meta-Reviews only contain verified reviews and do not include reviews from TripAdvisor
Article by Jos Schaap

Training Your Hotel Staff On A New PMS Should Take Minutes, Not Days

StayNTouch Inc. 6 February 2018
Time is an incredibly valuable currency, especially in the hospitality world. Running a hotel effectively requires efficiency and guest-focus to always be top of mind -- which means your staff, internal processes, guest observations (and more) all have to be firmly intact, supported and operating smoothly to ensure ongoing success. While aiming to work smarter, not harder, hoteliers frequently find themselves searching for advanced solutions to enhance daily operations and streamline management efforts. After all, the more time these solutions can save a hotel, the better. This is where the consideration of PMS solutions comes into play, as hoteliers are faced with the choice between the new generation of property management systems and older, legacy systems. The ideal PMS system will help you raise service levels, drive revenues, reduce costs, and ultimately change the way you connect with your guests. So which PMS will achieve that most effectively? New school hotel technology. High Turnover Calls For PMS Tools That Make Onboarding Easy The hospitality industry has long been known for high staff turnover rates and a high volume of employees fitting a younger demographic. Some studies measure the turnover between 31% and 34% as the industry norm. Other studies show employee turnover rates level among non-management hotel employees are up to 50%. This places additional importance on the on-boarding process each hotel has in place, demanding systems and processes that are easy for new staff to learn and master as they embrace their new role. Legacy and current PMS solutions are often limiting in this capacity, as they tend to be rather difficult and time consuming to learn, even when these solutions offer cloud-based or mobile versions. This creates a need for external trainers to come onsite simply to train staff on a solution that, quite frankly, often isn't intuitive enough to keep up with the demand of modern day hotel infrastructure. In fact, this has become a common complaint amongst industry professionals over the years --. Hotel staff are increasingly younger and more tech-savvy- with a preference for mobile devices. They will not only respond and adapt positively to technologically forward solutions that prioritize ease-of-use, but it will reduce the pressure on management to set aside additional time for extensive system training whenever they bring on a new hire. After all, training your staff on your new PMS should take minutes, not days. The new generation of PMS software is easy to use and created specifically to streamline processes such as front desk demands, rate management, reservation, housekeeping and financials. This helps to increase revenue, reduce costs, increase guest service and increase staff efficiency, all whilst also ensuring that your PMS software can connect to all technology partnerships that your hotel has in place (web booking APIs, channel management software etc.), or hopes to implement in the future. Support Your Team with Ultimate Ease-of-Use In today's hospitality landscape, ease-of-use becomes the primary factor predicting the internal adoption and success of your PMS tool. So it comes as no surprise, that a recent study conducted by Capterra revealed that 74% of field service companies counted functionality or ease of use as a top priority for choosing new software. This means the emphasis of modern-day software and technology should be usability -- hoteliers need a system which enables fast implementation, quick learning curve, great support and comprehensive training materials to support ongoing adoption. The PMS system in place should either enable the user to do something they weren't able to do before, or allow them to complete a certain activity in less time and with less expended effort. If the tool in place doesn't meet these standards, your employees will not perceive the system as being easy to use or efficient. Ultimately, your employees want to feel supported, and providing them with the right tools will not only enable them to do their best work, but will help to increase internal morale, job satisfaction and productivity as they feel confident and well-equipped in their role. An Easy to Use PMS Will Enhance Guest Service In a recent study, 70% of staff said poorly performing technology is a drain on their productivity rates. Poor technology is also demotivating and results in a drain which directly alters the level of guest service they feel enabled to provide. With a high-performing, intuitive and easy to use system in place, your employees can spend more time focusing on what matters: your guests. With advanced, mobile solutions, you can free your staff from the front desk or their respective posts and allow them to interact with guests on a more personal level. This not only enhances guest service, but also allows for efficient, responsive action when unique needs (or even set-backs) present themselves.Here are some hallmarks of usability you should look for in a hotel property management system:Instinctual and easy to learnSpeedQuick implementation and setupMobile and cloud accessEasy integrationsReliability without disruptions With these integral considerations in mind, the choice between old and new generation PMS technology becomes simple. Enable your hotel to reach optimal functionality and efficiency with an easy to use, intuitive solution that will grow with you -- not slow you down.
Article by Jos Schaap

Going Safe May Leave You Sorry When It Comes to Your Hotel Technology Decisions

StayNTouch Inc. 30 January 2018
It has long been said that making the safe choice when investing in a hotel technology partner is always the right decision. This is a recognized phenomenon, epitomized by the traditional axiom of purchasing agents that "nobody ever got fired for buying IBM equipment." While it is true that large well-established tech brands tend to be more widely adopted and influential, they may not be the best choice for every business, and in fact, could leave you regretting your decision in the long run.We see a substantial amount of consolidation with the operations side of the hotel industry lately. Just a week ago, Wyndham Hotels purchased La Quinta, and late in 2016, Marriott added to its portfolio by purchasing Starwood Hotels. The same is true for the hotel and travel technology industry. There has been a plethora of acquisitions over the past few years. Some very large purchases have taken place within the Online Travel Agency space and the hotel technology category. One of the most significant and mystifying purchase decisions I can recall was the acquisition of Micros systems by Oracle. This purchase included the Opera platform which arguably runs the largest base of hotels in the world.In a Skift article titled "Oracle Hospitality Stumbled in Micros Integration but Says It Has Recovered" there were undoubtedly some hiccups to be felt along the way. One of the main stumbling points was actually getting anything done in the wake of this marriage between two large companies. Oracle is a huge company, world renowned for developing the best in ERP solutions. Micros/Opera, in its own right, is a huge company as well. Trying to uphold standard service practices to its base of hotel clients, whilst also indoctrinating itself into Oracle's pre-existing culture and process, proved challenging.There are countless users that are very vocal about their dissatisfaction with the level of support and innovation that has been delivered by Oracle Hospitality. One quote, echoed by many, summarizes the dismay: "A large number of hoteliers are unhappy since the reorganisation of ORACLE upon the takeover of OPERA FIDELIO. Why? Because the solutions proposed by ORACLE do not correspond to our needs."Using this large-scale acquisition as a prime example, hoteliers are reminded of the challenge that exists when trying to combine two companies together, that likely have different operational trajectories and culture. Unfortunately, in this case, Oracle miscalculated the hospitality industry and its requirement to have services delivered to them in the same responsive, professional fashion as would be expected by any hotel guest. After all, hotel tech providers, hoteliers and their partners are all in the service business and most importantly, in the innovation business.Today's guest is ever-changing. Their requirements on-property and off-property continuously evolve in complexity and older/larger companies cannot be as nimble or flexible as smaller, innovative firms. Larger companies are also constrained by internal processes and bureaucracy that can ultimately have a detrimental impact on their clients. There is an indisputable need to be quick -- very quick, in fact -- as it relates to the development of platforms within the hotel industry. Not only that, but tech solutions need to be built with a full understanding of where the market is headed to ensure that the solution delivered addresses the needs of the gusts and the hotelier.The world of property management systems development, sales, service, and support is quite competitive these days. New entrants are everywhere, and this trend will most likely continue. However, there are a few companies that have learned from the mistakes of others and have asked the hard questions regarding what today's guest really wants. And guess what? They might not always be the most prominent players, and that isn't necessarily a bad thing. In fact, these companies are the ones that you may want to partner with. The advantage of small company culture, as it pertains to hotel technology providers, is that they have not fallen victim to the constraints of scale. When a company undergoes a period of extensive (and at times, rapid) growth, they are forced to scale accordingly. While this is great for the growth of their business, something has to give in order to make that growth and movement possible. In most cases, it means their customer service model will have to adapt. While working with these smaller-scale companies that have forged their way into the marketplace with disruptive and innovative solutions, you can rest assured that you support calls will be answered, your development requests will be handled, and you will never feel like a number or just a meal ticket.Ultimately, it's more important than ever to investigate every aspect of the hotel technology that you would like to implement. Open up a strong dialogue with your prospective technology partner during the due diligence phase and ask for open, honest answers, talk to their clients and remember that sometimes 'playing it safe' may not be so safe after all. Rather, the focus should be on playing smart -- joining forces with companies who will not only progress the technological future and adaptability of your hotel, but will provide high-level care, service and support every step of the way.

Top 10 Must-Have Hotel Technologies in 2018

StayNTouch Inc. 25 January 2018
According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Studies validate that dynamic shifts in the hotel industry are taking place in 2018 - with the dominance of digital and mobile.It is safe to say that hotel success and technology go hand in hand and hotels must step up their "technological game" if they hope to differentiate themselves and engage with guests. Being ahead of the curve will not only increase your profits, doing something new will get you extra exposure, drive loyalty and bring in new guests.Explore the top 10 must-have technologies below to determine if your hotel technology is leading, competitive or lagging.1. Self-ServiceGartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so make sure to give your guests the direction and tools they need to accomplish tasks themselves. Topping that list for the hotel industry is mobile and self-service check-in and check-out options (via mobile and lobby stations). Self-service, if done correctly, allows hotels to operate much more efficiently while at the same time providing guests with an experience that they are comfortable with. Look for an advanced cloud-based PMS with useful functions to enable self-service options such as check-in/out, mobile room service requests, late check-out requests, extended bookings, and so on.2. Cybersecurity & ComplianceYour hotel data may be at risk of cyber-attacks if you rely on unsecured technology. With the rise of the Internet of Things and the increased usage of online tools, cyber-attacks have become more frequent and prevalent. As the enforcement deadline for GDPR looms closer, it is imperative that hotels upgrade their data protection processes, or they face the risk of significant financial penalties. Hotels accepting credit card payments must already be compliant with the Payment Card Industry Data Security Standard (PCI DSS). Hotels should invest in cybersecurity technology but also provide their staff with appropriate training programs. A cloud-based PMS can be more secure than an on-premise based platform because it takes liability away from the hotel by using tokenization with ongoing updates and latest encryption included as part of the SaaS service agreement.3. Virtual Reality & Augmented RealityIn addition to an explosion of mobile apps to track loyalty points, streamline check-in and open doors, more hotels now offer virtual reality to preview their property. Virtual reality provides an immersive experience that inspires real-world action which translates into real revenue. While big brands may use expensive connected glasses or mounted headsets, many hotels rely on proprietary apps, smartphones and search engines to do the heavy lifting. Virtual reality is rising in popularity, so hotels looking to attract millennials and younger generations in the years to come need to get on board sooner rather than later.To access all 10 Must-Have Hotel Technologies in 2018, download the free guide here.About StayNTouchStayNTouch is a "Software as a Service" hotel property management systems (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long lasting relationships with their guests by delivering personalized service levels that today's guests require. StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.Powering over 85,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connect with guests. StayNTouch is a trusted partner to many of the most forward thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Valencia Hotels, The Freehand Hotels, First Hotels, Modus hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"
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StayNTouch Brings PMS Mobility To Hotel Van Belle And Hotel Queen Anne In Belgium

StayNTouch Inc. 23 January 2018
"Our hotels have been owned and continuously run by our family for many years. In fact, the Hotel Van Belle has been running for 112 years," said Andre Hermans, owner and General Manager of both properties, "Recently we have made a push to upgrade our outdated technology systems. We not only wanted to bring our PMS up to speed, but also "future-proof" the system as well. The StayNTouch platform was very attractive as it not only provided the most up-to-date rooms, transactions and housekeeping management features, but also included the mobile features that few other systems in the market are able to do well.""Perhaps most importantly we were very impressed by the customer-service level of the StayNTouch team," Mr. Hermans continued, "We can always pick up the phone and reach anyone we need to answer questions we have." StayNTouch offers hotels the opportunity to integrate multiple cloud-solutions on one platform:Rover PMS: Next generation Hotel PMS, fully cloud, fits on every device, optimizes hotel operations from front desk, to groups, to housekeeping to revenue management. Simple monthly pricing that includes training, integrations and configuration.Zest: Enables guest pre-engagement and guest services via mobile web. Guest-enabled mobile check-in & out via smart phone or desktop. Private labeled, PMS-integrated mobile check-in &/or checkout. Bill review, preference collection, upsell opportunities, and remote key fulfillment. Promote and monetize late checkouts."We are very pleased to be working with Andre and his team," said Jos Schaap, CEO-Founder of StayNTouch, "We are flattered that such experienced hoteliers have selected our PMS as they look to the future success of their hotels."About StayNTouch Inc.StayNTouch is a "Software as a Service" hotel property management systems (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long lasting relationships with their guests by delivering personalized service levels that today's guests require. StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.Powering over 85,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connect with guests. StayNTouch is a trusted partner to many of the most forward thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Valencia Hotels, The Freehand Hotels, First Hotels, Modus hotels and the Fontainebleau Miami Beach.To learn more watch our video "The New Way...To Hote!"Twitter: @StayNTouchInc Facebook: facebook.com/stayntouch LinkedIn: LinkedIn/stayntouchAbout Hotel Van BelleHotel Van Belle is located in Anderlecht, one of the oldest districts of Brussels, right next to the new Parc de la Rosee, close to the Museum of the Gueuze and at walking distance to Brussels city centre. Today Hotel Van Belle boasts budget, standard and new premium rooms, welcoming quiet and relaxing lounges and a comfortable retro-style bar. http://www.hotelvanbelle.be/ About Queen Anne HotelThe Queen Anne is a 60-bedroom hotel right in the heart of Brussels, only a few minutes from the famous Grand' Place, and halfway between the De Brouckere and Rogier Metro stations. The central position of the Queen Anne Hotel provides easy access to the wonderful restaurants and brasseries of the Ste Catherine quarter - an absolute must - to the shopping centres of Rue Neuve and the many art galleries, cultural centres and theatres of the City..http://www.queen-anne.be/
Article by Jos Schaap

Modern PMS: The Ultimate Hotel Revenue Generator

StayNTouch Inc. 19 January 2018
In our latest guide, "Modern PMS: The Ultimate Hotel Revenue Generator", we highlight the top 6 ways the right hotel PMS can be the ultimate revenue generator for your property. Let's dive right in with a few.Know Your GuestsThe modern PMS enables your team to update and access critical guest information at every touch point - so they can treat ever guest as an individual. Use this data to engage guests by name, personalize relevant offers via push notifications and campaigns, and use the data to enhance the guest's next stay. Your goal should always be to create memories. Memories that are positive will bring guests back - and spending more.Timely, Automated UpsellWe cannot stress enough the importance of upsell and cross-sell to increase revenue for your property. But all too often, hotel front line staff miss out on the opportunities that would lead to more sales. Enhanced automated suggestion selling with upgrades and dynamic packages are built directly into the modern PMS. Suggestion selling includes upgraded room types, early or late check-ins/check-outs and add-ons presented via email before arrival or at the time of check-in.For hotels with an average of 150 rooms, 60% occupancy, upsell revenue can easily boost sales by $50,000 to 65,000 annually, which represents a small percentage of 3 to 5 upsells per day.Profitable DecisionsWith robust reporting and mobile dashboards, a modern PMS will eliminate the need to manually collaborate and exchange information to make better decisions for your property and your guests. With easy anytime access to financials, operations data, and guest information in real-time, hotel executives can make better decisions. Another enhanced capability of the modern PMS is revenue and rate management. Using data to identify trends, availability, rates and competitors, hotels can optimize ADR and drive occupancy.See all 6 revenue generating ideas, CLICK HERE to download our free guide, "Modern PMS: The Ultimate Hotel Revenue Generator.
Article by Jos Schaap

Property Management Systems - A New Beginning

StayNTouch Inc. 12 January 2018
"The system is simple and makes training new team members easy. No need to endless hours of "computer training" before taking someone new to the desk. With SNT you can hire for personality and trust that training the skills will be a breeze.""You have to keep up-to-speed with technology and not let interfaces and needless restrictions sit around for a decade untouched. This system pushes you to stay current and flexible."All of the quotes above are directly from clients. There is an interesting theme evolving related to 'a new beginning' that is being fostered by innovative property management systems, and we are proud to be at the forefront of this [r]evolution. The hotel property management system has been around for a long time, and unfortunately for the industry, it has evolved very little over time. Yes, features and functions have been developed, a plethora of interfaces have been added - yet the baseline for a PMS has remained virtually static.For the hospitality industry, times have changed dramatically over the past five years. The introduction of development capabilities that almost any qualified technology company can emulate has somewhat leveled the playing field. However, most of these new "solutions" making waves in the market are actually nothing more than periphery-focused apps that once again place the pressure on the PMS technology to find a way to integrate with them. These apps are often focused on guest engagement, back of house, time management and the list goes on and on. The challenge becomes evident when these new and innovative apps or platforms want to connect with older (legacy) property management systems.What is a new beginning A new beginning starts with throwing out our preconceptions of what matters most and what a hotelier needs to be successful in the current highly competitive environment. The main challenges that hoteliers face need to be addressed, and today, one of the leading challenges is delivering a memorable guest experience that is tailored to the unique needs/wants of each individual guest. Long gone is the era in which a hotel has to be constrained by their technology. Hoteliers should be unrestricted, with the freedom to do what they want to do and partner with whomever they wish - irrespective of platform, operating system or integration language. As a hotelier, you need a system that pushes you to stay current and remain flexible enough to implement any number of new systems at any given moment to meet your goals.When reading the client testimonials at the start of this article, one of the particular operational pain points that stands out is one that hoteliers have struggled with for a long time - the management and optimization of their staff. Specifically, ensuring that staff members at all levels feel comfortable and empowered using the tools and technology available to them to excel at their jobs and deliver world-class guest service. When it comes to technology, especially in a high-turnover industry, ease of use, adoption and training is at the top of the list. A hotel's staff is among the most valuable assets and older PMS' are incredibly cumbersome to use and tough to learn - ultimately leading to high upfront soft costs (time) and hard costs (training). In contrast is finding a user-friendly, intuitive, cloud-based system that requires minimal setup and training. Everything is included in the subscription fee, including software updates and upgrades. Using an SaaS service makes administration easier; provides automatic updates and management; ensures compatibility; enhances collaboration and provides access to users from any device capable of accessing the internet.The new PMS must be able to enhance the guest engagement model, not just act as a glorified cash register. They must deliver more and be profit centers not cost centers. The PMS is the beating heart of your hotel operations, and it must benefit almost every department within the hotel, but most importantly, it must be flexible enough to give your guests the control to choose how they want to interact with your hotel. If the guest elects to check themselves in and go directly to their room, the PMS should enable them to do so. If they want to upgrade or order services prior to their stay, the PMS should let them do this as well. However, if the guest wants to be fawned over like a tried and true VIP, then the PMS should amplify this experience and ensure that they feel exactly like the VIP they would like to be.In a recent Bloomberg article, Bjorn Hanson, clinical professor at NYU's Tisch Center for Hospitality and Tourism said this about the front desk:"Fifty years ago, people didn't have credit cards, and bad guys would come jump the desk and steal the cash. But that's not the case anymore, and hotels no longer need that type of tall, wide barrier. Now they're thinking: 'Why can't we have a little seating area that's very comfortable and intimate?"The front desk is changing, and the PMS will have to change along with it. Guests require a different check-in an on-property experience and the PMS, using tablets and various mobile devices should be able to deliver on those emerging demands.
Article by Jos Schaap

Interview - First Hotels: A Technology Perspective

StayNTouch Inc. 10 January 2018
Following up revenue managers for all our hotels in ScandinaviaStrategies for optimizing revenue and resultsAnalysis of hotel performance and resultsTotal profit managementJohan has been in operations all his life working his way from front-line positions up to his current executive level.In an interview, he shared his insights about his role in finding a new PMS platform for First Hotels.What is important to you related to technology platforms? We focus on technologies that are simple in nature. They must be easy to learn and easy to implement but also be able to fulfill all our requirements. The company has high turnover as do most hotels companies and thus the system needs the capability to train new employees easily. We also want to limit the number of systems required, and finally, it needs to be future-minded, e.g., mobile check-in/check-out door lock integration and whatever next is going to come down the road.Do you think today's technology hotel companies develop what is the next shiny object or do they develop based on the true market requirements of our industry?We have been doing a complete revamp of our entire infrastructure, and I have met many start-ups during this process. I believe that a number of them develop their solutions based on what is "neat" and I have a feeling that they do not always know the demands on a hotel and it operations. Our industry is littered with legacy systems, so it may be a little easier for startups to pitch the future than it would be in other industries.Do you see ancillary spend becoming a large part of how hotels drive revenues?All of it depends on what type of properties you have. People talk about total revenue management, and it is essential to look at all revenue streams when trying to optimize all aspects of your sales. I also believe it is important to look at the true Net RevPar. Too few hotels do this. We, at times, do not know the true profitability of a room. We also need to understand the total cost of distribution, and when you understand this, you can implement a very profitable channel strategy.When you looked at property management systems, what were the features that they had to have, to make your short list?They have to have a mobile check-in, they must be cloud-based, and they needed to be intuitive, to learn quickly. The user interface was very important for us. It has to be with how we teach our employees but also how quickly they can take the information and repurpose this for our guests. The new PMS needed to be able to connect to our other systems such as our loyalty solution, channel management platform, our CRS, etc. We then limited it down to two platforms. We do not want to change how we think, how we work to replace a PMS. Don't get me wrong, we are flexible, but we didn't want to re-invent the wheel.What level of due diligence did you do in regards to the service and support of the new solution?Well, we didn't want to be a small fish in a big pond like we were with our previous provider. We wanted to be able to work alongside a partner rather than a vendor and feel as if our input was going to be heard. The ongoing support is very important to us. When it comes to development, we are very interested in working with a company that will listen to our new requirements and do their utmost to implement new features when required.Where do you see the future of hotel technology?Consolidation is key, so you don't have to require a hundred systems. I understand that we will always need different systems however we would like to be able to reduce the total number of partners. The tech space is evolving and changing at a rapid pace, so we need to find out what to we truly need versus what we wish we had. Technology prioritization should be seen as an imperative when making buy decisions. Finally, gaining information from multiple systems and using that data effectively to affect change hopefully will be a big area of technological improvement.Where do you see the future of hotel technology?Consolidation is key, so you don't have to require a hundred systems. I understand that we will always need different systems however we would like to be able to reduce the total number of partners. The tech space is evolving and changing at a rapid pace, so we need to find out what to we truly need versus what we wish we had. Technology prioritization should be seen as an imperative when making buy decisions. Finally, gaining information from multiple systems and using that data effectively to affect change hopefully will be a big area of technological improvement.About First HotelsFirst Hotels is a leading collection of hotels with more than 90 unique hotels centrally located in Sweden, Norway, Denmark, Iceland and Spain. You can enjoy the ultimate urban experience at our first class hotels: First Hotel Reisen in Stockholm, First Hotel Mayfair in Copenhagen, First Hotel G in Gothenburg, First Hotel Grims Grenka in Oslo as well as our Spanish hotels. First Hotels is proud to offer unique, personal service and modern comfort.First Hotels was established in 1993 and initially comprised six hotels located in Sweden. The company has since expanded through acquisition and the construction of new hotels. First Hotels is committed to providing quality experiences and individual choices. All our hotels offer a unique atmosphere and singular sense of style.Web: www.firsthotels.com
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StayNTouch Partners With First Hotels To Roll Out Its PMS Platform To 32 Hotels

StayNTouch Inc. 9 January 2018
"We selected StayNTouch after reviewing about 40 other property management systems. Why? Well, we prefer technologies that are simple in nature. They must fulfill all our requirements, but also be easy to learn and easy to implement. Like many hotel companies, we experience high turnover and thus the system needs the capability to train new employees easily," said Vibeke Raddum, CEO, First Hotels. "It is also critical that it be future-minded, e.g., mobile check-in/check-out, door lock integration and whatever next is going to come down the road. This is where StayNTouch did a great job.""While we look to the future, we also do not want to change how we think and work in order to replace a PMS," Vibeke Raddum continued. "Don't get me wrong, we are flexible, but we didn't want to reinvent the wheel. StayNTouch understood our previous platform and were able to deliver a similar workflow process that wasn't intrusive."StayNTouch offers hotels the opportunity to integrate multiple cloud-solutions on one platform:Rover PMS: Next generation Hotel PMS, fully cloud, fits on every device, optimizes hotel operations from front desk, to groups, to housekeeping to revenue management. Simple monthly pricing that includes training, integrations and configuration.Zest: Enables guest pre-engagement and guest services via mobile web. Guest-enabled mobile check-in & out via smartphone or desktop. Private labeled, PMS-integrated mobile check-in &/or checkout. Bill review, preference collection, upsell opportunities, and remote key fulfillment. Promote and monetize late checkouts.Zest Station - Lets guests skip the line and get on with their stay via self check-in, key retrieval and check-out processes. Minimal investment, low maintenance system that promotes upselling and frees staff for other activities."We are delighted to be working with the team at First Hotels," said Jos Schaap, CEO-Founder of StayNTouch, "They are a model of both efficiency and innovation in the application of hotel technology. We are looking forward to helping them bring operations mobility to their staff and guests."SEE STAYNTOUCH'S MOBILE PMS LIVE IN ACTIONAbout StayNTouch Inc.StayNTouch is a "Software as a Service" hotel property management systems (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long lasting relationships with their guests by delivering personalized service levels that today's guests require. StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.Powering over 85,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connect with guests. StayNTouch is a trusted partner to many of the most forward thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Valencia Hotels, The Freehand Hotels, Modus hotels, First Hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"Twitter: @StayNTouchIncFacebook: facebook.com/stayntouchLinkedIn: LinkedIn/stayntouchWeb: www.stayntouch.comAbout First Hotels First Hotels is a leading collection of hotels with more than 90 unique hotels centrally located in Sweden, Norway, Denmark, Iceland and Spain. You can enjoy the ultimate urban experience at our first class hotels: First Hotel Reisen in Stockholm, First Hotel Mayfair in Copenhagen, First Hotel G in Gothenburg, First Hotel Grims Grenka in Oslo as well as our Spanish hotels. First Hotels is proud to offer unique, personal service and modern comfort.First Hotels was established in 1993 and initially comprised six hotels located in Sweden. The company has since expanded through acquisition and the construction of new hotels. First Hotels is committed to providing quality experiences and individual choices. All our hotels offer a unique atmosphere and singular sense of style.Web: www.firsthotels.com
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StayNTouch Announces New Webinar Series: "The Best-of-Breed Power of a Cloud PMS Ecosystem"

StayNTouch Inc. 4 January 2018
A new webinar series, "The Best-of-Breed Power of a Cloud PMS Ecosystem" has been announced by StayNTouch, a leader and innovator in mobile technology and Property Management Systems (PMS) for hotels. The 6-part series will run monthly from January through June and will feature a collection of hotel technology companies that represent the leading components of the Cloud PMS ecosystems.Traditionally, most hotels employed a premise-based hotel PMS where key components such as distribution, revenue management and CRM were pre-installed as sister products to the core PMS. Support, service and integration with new 3rd party software was costly and time-consuming. The result was that many hotel IT managers became complacent and settled for the same software set-up as their competition.However as the drive for business performance has become more intense and new 3rd party software has become more innovative, hotel IT managers are now under more pressure to make technology choices that drive efficiency, revenue and support a differentiated service model. The new webinar series explores how the evolution of the Cloud PMS has provided IT managers a platform in which to integrate those technologies that are right for their hotel's unique offering. The series will take a deep dive on the integration with CRS, CRM, RMS and more.The first webinar of the series will be broadcasted on Jan 18th , "A Guide to Capturing and Aligning Your Data to Better Optimize Your Business." In this webinar, learn how to capture and align the data between your PMS and RMS so that your bottom line is at the forefront of every business decision you make. Executives from Juyo and StayNTouch discuss:Capturing and sharing the right analytics between your PMS and your RMSUnderstanding your data better so that you can make profit impacting decisionsMaking your data easy to digest with a visually appealing dashboard"Gone are the days of the "set it and forget it" approach to hotel technology management," said Jos Schapp, CEO and Founder at StayNTouch. "Hotel IT managers and CIOs are now in a position to make a strategic impact on the futures of their businesses. Easy integrations into Cloud PMS ecosystems means that hotels can find new ways to differentiate their products, streamline operations and optimize their revenue using best-of-breed, specialized, 3rd party software solutions."SIGN UP FOR THE WEBINAR SERIES TODAY!About StayNTouch Inc.StayNTouch is a "Software as a Service" hotel property management systems (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long lasting relationships with their guests by delivering personalized service levels that today's guests require. StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.Powering over 85,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connect with guests. StayNTouch is a trusted partner to many of the most forward thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Valencia Hotels, The Freehand Hotels, Modus hotels, First Hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"Twitter: @StayNTouchIncFacebook: facebook.com/stayntouchLinkedIn: LinkedIn/stayntouchUnless indicated otherwise, all trademarks and service marks herein are trademarks of StayNTouch, Inc. or an affiliate thereof.
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New Guide Details How Hotels Can Use the Latest Technology to Revitalize Operations, Profits, and Service

StayNTouch Inc. 19 December 2017
The difference between the winners and losers in the hospitality industry increasingly comes down to one factor: technology. StayNTouch, the leading innovator in mobile PMS technology for hotels and resorts, today announced the release of a new guide titled, The Hi-Tech Revolution is Changing Hospitality: 5 Ways Tech Can Revitalize Your Hotel in 2018, designed to help hoteliers win in 2018.The guide suggests that in today's climate, guests are more demanding and that they will not tolerate complacency. So, it stands to reason; hotels need to step up their game in 2018 and beyond to remain competitive and profitable. Guests expect more convenience, communication, and choice than ever before - from planning, researching and booking, to their time at the property and beyond. All of these are inextricably linked to technology, moving core systems to center stage. Hoteliers who feel that their legacy PMS is 'doing the job' or 'good enough' may need to seriously rethink their position and consider the emerging impact of guest expectations on their business. With more opportunities than ever before to take advantage of platforms and technology to engage with guests at every touch point, the latest StayNTouch guide covers critical considerations and strategies every hotelier must contemplate in the year ahead.According to Jos Schaap, the company's CEO. "Hoteliers that are on the fence about modernizing their technology in 2018 could be putting the success of their property at risk. Of course, nobody wants to hear they are wasting money, but that is precisely what you might be doing if you continue to invest in older or outdated technology. If you want to future-proof your hotel, increase profits and keep guests coming back - it might be time to stop clinging to the past."To download The Hi-Tech Revolution is Changing Hospitality: 5 Ways Tech Can Revitalize Your Hotel in 2018, CLICK HERE or visit http://www.stayntouch.com/five-ways-tech-can-revitalize-your-hotel-in-2018/?utm_source=Syndicate-HSMAI-HospitalityNetStayNTouch's offers valuable resources are designed to enable hotel owners, management companies and marketers to leverage proven methods, technologies, processes and templates. To discover more ebooks, guides, white papers, checklists and infographics please visit stayntouch.com/resources.
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Guest relationship building is a key differentiator for our hotel: An Interview with the GM of Hotel Chicago West Loop

StayNTouch Inc. 8 December 2017
In an interview, Imran shares his insights about how the decision to implement StayNTouch's Rover Mobile PMS technology has raised the bar for service and helped Hotel Chicago West Loop stay ahead of the competition.BackgroundImran Jivani is the seasoned General Manager of Hotel Chicago West Loop based out of Chicago. He has been in the hotel industry for 22 years and began his hospitality career on the front lines working primarily for boutique hotels. Imran explains that he enjoys working in the boutique space due to its flexibility rather than working with a "scripted environment."Background on the hotel using StayNTouch's Rover Mobile PMS116 rooms, European style boutique hotel in Chicago. The clientele is mainly younger, looking for a value-based stay and proximity to the medical district of Chicago.Why did you start looking for a new platform?Imran: The legacy platform that was previously installed at the property made us feel as if we were boxed in. It was very restrictive. We wanted to find an innovative solution that was service and guest-centric. We also needed something that would boost convenience for the guest and the hotel staff. Though having the right features and functionality were critical, the new platform still had to be simple to implement. As technology continues to change our lives, it only makes sense that we start throwing out old, antiquated technologies within the hotel industry for innovative platforms that enable us to connect with our guests no matter where the guests may be on property. We needed to find a PMS that enabled our front-line employees the ability to attend to guest needs from the moment they arrived - to entirely focus on the guest rather than focus on a system. Today's average hotel check-in experience has gone from 3 to 5 minutes and rather than getting simpler, it seems to be getting even more complicated. We had to find a solution for that issue as well. After much research, we determined that a cloud-based PMS system with mobility was the best fit. Not only can mobility empower front desk staff, but other departments within the hotel can use a tablet or smartphone to access and input data, as well as engage with the guest when the opportunity presents itself.Rover Mobile PMS is the undisputed leader, in this category, so it was the right decision. Often, people's misconception of cloud-based systems is that they are not fully-featured, but in fact, this is not necessarily the case. The development and implementation of the system dictates how limited or advanced it may be. Cloud-based systems are more reliable, more flexible, more affordable, and can scale. Rover Mobile PMS had everything we were looking for today and to lead us into the future.What was the primary focus during the decision-making process?Imran: Of course, many other elements play a role in the decision to commit to a new property management system. The primary driver was affordability along with finding a PMS that had all the latest 'bells and whistles'. We wanted to make sure that it suited our environment and that it would meet all of our operational, marketing and guest service needs. We do understand that hotel software can be developed to have too many features based on what is deemed to be the next big thing, but we needed a flexible, future-proof solution that would enable us to manage our hotel the way we wanted to. Another thing to note is the fact that Rover is highly intuitive and allows our front desk employees to have conversations with our guests without being distracted by the PMS system. Guest relationship-building is a key differentiator for our hotel.How much did the service and support of the solution weigh into your decision-making process?Imran: In today's hectic hotel operational environment, the one thing you don't want to worry about is the support of your PMS. If you need help, you want to feel secure that your technology supplier has your back. StayNTouch has been amazing to work with. We have felt supported from day one and have been able to create connections with everybody in the company. I see that the company has picked up the most knowledgeable team of the hotel support industry. Jos got the best of the best. When we make a recommendation or request a new feature or some different function, the request is managed quickly and effectively. Plus, when I need anything, I am not on hold for hours or waiting for three days for someone to get back to me. I give StayNTouch five stars when it comes to service and support.In the guest engagement world, what do you think the hotel industry needs to do next to amplify guest service?Imran: Service differentiation is now among the highest priorities within the hotel landscape. I believe that hotels need to give more control to the guests. The industry needs to put the decision-making process back into the guests' hands and stop insulting our/their intelligence. Today's consumers know how to shop around and find the best deals, so now they want to stay at the hotel that enables them to get what they want and how they want it - like remote check-in and out, purchasing ancillary items while on-property or pre-stay.Also, there is too much information out there today. Guest are inundated, so the decision-making process is overly complicated. We, as an industry, need to make it simple for our guests to choose the right hotel for their trip and personalize their stay experience. If hotels listen to their guests, and go above and beyond in developing relationships with them, they will be able to drive both loyalty and revenues.
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The 10-Point Checklist for Using Mobile Service to Boost your Hotel's Bottom Line in 2018

StayNTouch Inc. 28 November 2017
StayNTouch, the leading innovator in mobile PMS technology for hotels and resorts, has released its latest hotel business growth resource - The 10-Point Checklist for Using Mobile Service to Boost your Hotel's Bottom Line in 2018.What was once just a cool tech trend is quickly becoming standard technology among the world's leading hotels and resorts. Moreover, it is not hard to understand the transition since mobile has long been associated with increased guest satisfaction as well as higher revenues. Studies by Google Research show that 72 percent of active consumers say they want mobile-friendly sites and experiences.73% of travelers want to use mobile for check-in68% want concierge tips via mobile64% would like to use a mobile device as a room key62% prefer to order room service/amenities via mobile (MCD)The comprehensive StayNTouch checklist addresses how guest expectations are changing, and how hoteliers can deliver on those expectations-in 2018 and beyond. By taking advantage of innovative mobile technology at every touch point, hotels can deliver experiences that not only delight but also inspire action.According to Jos Schaap, the company's CEO. "At a time when consumers have more choice than ever, a technology that engages guests, streamlines operations and drives loyalty, such as mobile, can give hoteliers a much-needed competitive advantage." Schaap explains that technology is not a substitute for ineffective guest service, lack of a best practices or poor marketing tactics and execution. Schaap sums it up by saying, "Guests want a frictionless journey when they interact with your brand. They aren't thinking about channels and devices. You need to future-proof your business against evolving guest expectations and the technology behind them."Mobile services can benefit a hotel in a variety of ways throughout the life cycle of the guest stay. To download The 10-Point Checklist for Using Mobile Service to Boost your Hotel's Bottom Line in 2018, CLICK HERE or visit http://go.stayntouch.com/10PointMobileChecklist.html?utm_source=HospitalityNet_HSyndicate_HSMAI.All of StayNTouch's resources are designed to enable hotel owners, management companies and marketers to leverage proven methods, technologies, processes and templates.
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PMS Primary Systems Integrations -What the Heart of Hotel Technology Needs to Connect With

StayNTouch Inc. 8 November 2017
A Property Management Systems (PMS) serves as the heart and soul of your hotel. As such, the PMS needs to connect to primary systems that are imperative to have in order to run hotel operations at the highest level and as efficiently as possible. StayNTouch, the leading innovator in mobile PMS technology for hotels and resorts today released an infographic detailing the intricate and complex ecosystem of systems that need to seamlessly exchange data in order to optimize hotel operations and support guest service.The first property management systems in the hospitality industry appeared on the market in the 1980s and was developed to automate essential functions of hotel operations. Today's PMS is an integral part of every aspect required to of run a profitable hotel, with most systems being enhanced via a landscape of integrations or interfaces with third-party applications. Many of these products are cloud-based and not handcuffed by antiquated technologies. Thanks to industry efforts including Hotel Technology Next Generation (HTNG) and technologies such as cloud-based solutions there is promise for a more unified and cooperative future. Important systems that need to connect with a hotel PMS include:Sales & Catering SystemsCentral ReservationsPayment GatewaysPBX & Voice MailPOS SystemsCall Accounting SystemsCRM/ Marketing SoftwareElectronic Locking SystemsEnergy Management SystemsOTAs & Channel ManagersIn-Room Entertainment SystemsPayment GatewaysReputation Management SystemsLoyalty/Points ProgramsRevenue Management SystemsMini-bar SystemMobile Check in & Check outWi-Fi"There is a positive impact on the hotel world when technology providers can integrate with other systems using proprietary or Open APIs to assist hoteliers in cutting costs, driving revenue and delivering exceptional service," explains Jos Schaap, the company's CEO. "Getting the right mix of API program scenarios can push an enterprise toward innovation, enabling it to compete in a world of new expectations and compelling opportunities, speeding it on its way to digital transformation. Fundamentally, hoteliers need to look for systems that provide technological flexibility by using Open APIs, and ultimately, select systems that deliver on their promises."To get a complimentary copy of PMS Primary Systems Integrations Infographic CLICK HERE or visit http://go.stayntouch.com/PMSPrimarySystemsIntegration.html?utm_source=Hsyndicate_HSMAI_HospitalityNet.
Article by Jos Schaap

Interview: StayNTouch CEO on how our digital life has profoundly impacted our expectations of everything

StayNTouch Inc. 31 October 2017
What was the impetus for starting StayNTouch?JS: I was on a bike ride with my dad (who went cross country), and we stopped at a coffee shop in Lander, Wyoming (mid-2012). When we ordered our coffee, the Barista took the order on an iPad and then turned it around towards me for me to swipe my card and sign on the tablet. This was the first time I experienced this type of transaction done on an iPad. I was intrigued by the interaction between the barista and myself - the fulfilling part of the transaction. I asked the manager a few questions about the technology and application they were using. That night my son downloaded the app, set up the POS on his iPad, and walked me through how to order a burger - only at that point, the app asked us to subscribe and pay a monthly fee in order to use it.I was really impressed that in addition to the great customer/staff experience, the technology was also straightforward to use and setup. Even my 12-year-old son could set up a full restaurant POS on his iPad without any training. I thought this was amazing. Over the next ten days, while on the bike ride, I had a lot of time to think. The key to great hotel service is all about people, but often people are separated by a Front Desk. This barrier was making most requests, including check-in, and check out more of a transaction than a really personalized guest service experience. It is then that it occurred to me - if hotel staff could access the entire PMS on a tablet, they could better assist and engage with guests, as well as become much more efficient. Add to that, the ease of use associated with an iPad or tablet app, especially in hotels with high staff turnover, and it was something that was badly needed. That is what initially sparked the idea of developing the first cloud-based mobile hotel property management system with integrated guest self-service solutions.What market segments need to step up their game when it comes to implementing new and innovative hotel technologies?JS: I think in general all market segments can work towards upping their game as it relates to implementing new technologies - primarily if they are existing hotels. To me, there should be an increased focus for hotels to provide more self-service options. We can see from our database that over 66% of the guests in hotels who use all our self-service modules (mobile check-in, and self-service lobby check-in), opt to check in through a self-service solution.Where do you see AI being used within the hotel industry?JS: This is an interesting question. I am not sure how to answer that at this point. Can we use Artificial Intelligence to find guests in our system? Can we use it to have guests use Siri or Alexa to check themselves in? Maybe, but I think we first need to do a better job of collecting data on the guest, so we can optimize the latest technology to provide a better experience. Using this data to be more targeted, offer the early check-in, late checkout, or package extras at the right time for the right guest, these are things we can do a lot with, and they are things guests will appreciate even if they might need to pay more. Working towards putting the guest in control of their stay is as important if not more important than AI.How do you think hotels can truly give the guest what they want?JS: The digital transformation of our culture has changed our expectations about everything we encounter. Look at the way you interact with people, consume information, purchase goods and services, and so on. Everything is immediate and personalized. Entire industries such as retail, telecommunications, and media, have completely transformed in response. Unfortunately, the typical hotel experience looks very much like it did 20 years ago. That is why we have a vision for helping hotels to align their service model with our new, digital lives. To be competitive in today's marketplace, we believe you need to free yourself from traditional assumptions about hotel operations. Our vision is to bring mobility to hotel staff and guests to create a genuinely guest-centric experience that parallels with your guests' lives and makes your hotel business more successful.Guests want their own way of entering and leaving the hotel; they want to choose how they interact, and they want to be in control.What's next for StayNTouch?JS: We are in the middle of piloting our Rover Connect APIs, together with our largest customers. One customer is building a new mobile app for their hotels and wants to deliver fully integrated check-in and out experiences. Our APIs provide just that. Be on the lookout for our general release of Rover Connect in early 2018. We also have, on the way, our multi-property features. In short, we continue to work on being the right technology for today's hotels and their guests!
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The Hotel Owners Playbook for Choosing the Right Technology Systems

StayNTouch Inc. 25 October 2017
There are many ways to make a bad hotel technology decision, but only a few ways to make a good one. To help you out with this process, StayNTouch has created a handbook titled, The Hotel Owners Playbook for Choosing the Right Technology Systems, featuring the top attributes for hotel owners to consider when shopping for any new hotel technology system.With literally hundreds of different solutions to choose from, finding the right one for your hotel is a process that takes time and thought. So where do you start? While critical, simply having a list of business requirements is not enough information to begin evaluating hotel systems. Considered the market leader in developing the most innovative solutions for the hospitality industry, StayNTouch, has gathered insights from consultants, technologists, and their own team of experts to develop the most important requirements to make your technology choices much clearer. Highlights in the handbook include:The features you really need (and those you don't)Ease of use, training and implementationPricing and SSAsPlatform/mobile compatibilityExpert service and support"All too often hotels spend thousands of dollars on a new hotel system, only to realize that it doesn't solve the daily pains, increase productivity or drive revenue," explains Jos Schaap, CEO of StayNTouch. "The reality is that one size does not fit all and many implementations end up failing to produce the expected results. By considering these five factors and approaches, hoteliers will be in a much better position to find the right system to take their business to the next level."The time invested in finding the best hotel technology systems for your unique needs will be repaid many times over. Choosing the right techology can boost revenue, improve guest service, increase productivity and help to create a happier workplace.To get a complimentary copy of The Hotel Owners Playbook for Choosing the Right Technology Systems, click here or visit http://go.stayntouch.com/TheHotelOwnersPlaybook.html?utm_source=Hsyndicate_HSMAI_HospitalityNet
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Hotels Are Leaving Money on the Table: StayNTouch Guide Explores Strategies for Maximizing Guest's Share of Wallet

StayNTouch Inc. 10 October 2017
In simple terms, share of wallet (SOW) is the percentage of a customer's total spending that is captured by a business. Today, hospitality technology leader StayNTouch has launched a new guide aimed at helping hotels entice guests to increase the frequency and amount of their transactions each time they visit. Titled, 5 Easy Hacks to Supercharge Your On-Property Guest Spend, the strategies include profitable upsell and merchandising techniques, encouraging guests to stay more often and amplifying sales.Most hoteliers realize that not all guests are the same. Some will only pay the nightly rate while others will spend hundreds on-site through dining, services, amenities, and activities like spa treatments and golf. At the end of the day, once a hotel has acquired a new guest regardless of channel, the ultimate goal is to maximize the revenues that the guest generates for each stay. Approaches and tactics covered in the guide include:How to leverage the impulse effectUsing special offers and limited-time-only promotions to drive spendingCompeting with the locals - attractions, restaurants, retail, and othersCatering to business travelersThe number one of tried and tested sales boost tactic - excellent service"If optimizing guest spend is not one of the top priorities, hotels will miss out on massive opportunity to grow revenue quickly and easily--and profitably," said Jos Schaap, CEO of StayNTouch. "Your current guests already know your brand and trust your services so don't leave money on the table by letting them go elsewhere. Focusing your time and energy on them as opposed to always trying to find new guests can be a powerful way to supercharge your bottom line."To get a complimentary copy of 5 Easy Hacks to Supercharge Your On-Property Guest Spend, click here or visit http://go.stayntouch.com/5EasyHacks.html?utm_source=Hsyndicate_HSMAI_HospitalityNet. About StayNTouch StayNTouch is a "Software as a Service" hotel property management systems (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long-lasting relationships with their guests by delivering personalized service levels that today's guests require.StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.Powering over 75,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connect with guests.StayNTouch is a trusted partner to many of the most forward-thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Valencia Hotels, The Freehand Hotels, Modus hotels and the Fontainebleau Miami Beach.For more information, visit www.stayntouch.com.Unless indicated otherwise, all trademarks and service marks herein are trademarks of StayNTouch, Inc. or an affiliate thereof.

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