Cookies on HFTP Bytes

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

I understand
  • Next Event

    HITEC DUBAI

    Hospitality Industry Technology Exposition & Conference

    December 5–6, 2018
    Dubai, UAE

  • Upcoming Event

    HITEC EUROPE 2019

    Hospitality Industry Technology Exposition & Conference

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

  • Upcoming Event

    HITEC MINNEAPOLIS

    Hospitality Industry Technology Exposition & Conference

    Minneapolis Convention Center

    June 17-20, 2019

commercial

Benbria to Present an Omni-channel Guest Experience at HITEC 2018.

Benbria Corporation 13 June 2018
Ottawa, Canada, June 13th, 2018 - Benbria, the leading provider of omni-channel guest experience measurement and engagement solutions, announced today that its booth at this year's HITEC in Houston will consist of a virtual hotel where attendees can engage as a hotel guest, across multiple interactive displays. These displays will present the guest experience of the future - where they can engage in real-time across multiple touchpoints and devices, provide feedback on their experience in-the-moment, and be recovered in real-time should the experience not meet the guest's expectations.Visitors to booth #1845 at the 2018 Hospitality Industry Technology Exposition & Conference will be able to engage with the Loopa platform's unified guest messaging, order request, and experience measurement platform across multiple channels - including on-site kiosks, branded hotel apps, messaging platforms like Facebook and Twitter, SMS text, Web sites, and emerging in-room voice technologies like Amazon's Alexa."This year, we wanted to create a unique booth that truly demonstrates the guest experience we can deliver", commented James Geneau, VP of Marketing at Benbria. "As such, we took a very different approach to how we are showcasing the Loopa platform, by literally creating a fully connected omni-channel hotel experience on the trade show floor attendees can discover from both the guest and hotel staff perspective. Attendees will be able to interact across multiple channels and literally experience the guest-facing and hotel staff-facing experience in real-time, as they would at one of our existing clients".Further, Benbria will be highlighting the openness of their platform and its ability to embed and integrate with multiple guest-facing and back-end solutions - both commercial and proprietary. In particular, the company will be showcasing Criton, a self-service app solution from the UK which can seamlessly embed messaging and ordering from Loop into an affordable and easy to maintain guest-facing hotel branded app. They will also be showing their ability to include in-room voice devices like Amazon's Alexa to deliver a unique guest experience connected to a single platform."We've created one of the most open solutions for hoteliers to build a truly omni-channel guest experience" noted Jordan Parsons, CEO of Benbria. "The combination of our SDK and various APIs, along with a growing network of integration partners delivering CRM, PMS and SOS services, means greater flexibility and scalability for hotel technology leaders. Our platform can be the backbone of both a guest experience measurement and messaging-focused engagement solution that can be easily customized to any hotel's unique use case".During the next two weeks, Benbria will also re-brand itself on social media as "The Grand Hotel Houston", the virtual hotel on display at HITEC 2018. Offering a web site with messaging, texting, a dedicated hotel app, an in-room Amazon Alexa device connected to Loop, along with multiple messaging apps tied to the experience, the virtual hotel on display will showcase the creativity and flexibility the platform offers hospitality technology leaders.For HITEC attendees interested in learning more about the booth and scheduling a private VIP Tour, they can do so by visiting www.benbria.com/hitec2018-vip, send a text message to +1-(613)-900-5856, or send a direct message via Facebook or Twitter.About BenbriaBenbria is a leader in omni-channel customer experience measurement and engagement solutions, helping the world's most customer-centric brands deliver a superior experience that goes above and beyond their competitors. Using a variety of mobile, online, and on-property technologies - including SMS, email, web, in-app and messaging channels, as well as kiosks - the company's Loop platform enables brands to capture real-time insights into the customer experience as well as message with them to engage or recover. The platform also directs this real-time customer feedback, requests, concerns, suggestions, and positive input to the right team members to deliver a timely and informed response.With over 1,400 client locations in 20 countries and a network of over 10 global sales partners, Benbria offers both global reach and local expertise within multiple markets and verticals. For more information, visit www.benbria.com.Media Contact: Nicole Jardim Benbria Corporation njardim@benbria.comBenbria, Loop, Get in the Loop, and Keep Us in the Loop, Loop Messenger, Loop Pulse, Loop OnDemand are registered trademarks of Benbria Corporation. All other trademarks are the property of their respective owners.
commercial

Benbria and Knowcross Announce Technology Partnership.

Benbria Corporation 4 June 2018
Ottawa, Canada and Washington D.C., USA - June 4th, 2018 - Benbria, the leading provider of omni-channel guest experience measurement and engagement solutions, announced today a strategic integration partnership with Knowcross, the global leader in providing software solutions for hospitality operations.This integration will allow a hotel's guests to send messages and requests, which hotel staff can receive and respond to via the Loop platform, from a wide range of preferred guest channels including SMS, Facebook Messenger, Twitter Direct Messages, and more. Hoteliers will also have the flexibility to embed guest communications and guest requests into their own app, through existing in-room tablets, or via a mobile browser; and directly interact with the hotel through KNOW Service."Guests are demanding the convenience of messaging on their preferred channel while hotels are demanding back-end technology which drives efficiency and cost-savings", commented Jordan Parsons, CEO at Benbria. "We pride ourselves on the growing number of guest-facing messaging channels that connect to our platform, which can be conveniently managed via our Loop Inbox by teams of any size. This integration with Knowcross means hoteliers can have the flexibility of using an omni-channel messaging solution while leveraging the efficiencies of world-class software which automates the handling of guest requests, complaints and maintenance jobs".Hoteliers using the combined Benbria and Knowcross platform will have access to a solution that simply outperforms others on the market today. By leveraging the omni-channel capabilities of the Loop platform, hoteliers can now make a one-time investment in a solution that is scalable to the ever-growing number of messaging channels that guests are demanding from the hotels to engage. With the ability to send requests directly into KNOW Service, they can drive efficiency and deliver faster service, which enhances the guest experience and has significant impact on the bottom line."KNOW Service is a very well-known solution and has consistently empowered hotels to reduce guest service time, increase staff productivity, minimize delays and wrong deliveries, identify trends, and analyze performances automatically" noted Nikhil Nath, CEO and Founder of Knowcross. "With the Benbria integration, we are pleased to provide hotels with an integrated guest-facing solution that is flexible and scalable, further enhancing the guest experience deliverance by hotels".Hoteliers interested in adding Loop's guest-facing messaging solution to their current KNOW Service system can speak directly with their Knowcross account executive, email sales@knowcross.com or call +1 866 601 5669.For Benbria clients interested in learning more about Knowcross and integration options for their existing Loop configuration may speak with their dedicated customer success manager, send a text message to +1-(613)-900-5856, or send a message via Facebook or Twitter.About BenbriaBenbria is a leader in omni-channel customer experience measurement and engagement solutions, helping the world's most customer-centric brands deliver a superior experience that goes above and beyond their competitors. Using a variety of mobile, online, and on-property technologies - including SMS, email, web, in-app and messaging channels, as well as kiosks - the company's Loop platform enables brands to capture real-time insights into the customer experience as well as message with them to engage or recover. The platform also directs this real-time customer feedback, requests, concerns, suggestions, and positive input to the right team members to deliver a timely and informed response.With over 1,400 client locations in 20 countries and a network of 10 global sales partners, Benbria offers both global reach and local expertise within multiple markets and verticals. For more information, visit www.benbria.com.Media Contact:Nicole JardimBenbria Corporationnjardim@benbria.comBenbria, Loop, Get in the Loop, and Keep Us in the Loop, Loop Messenger, Loop Pulse, and Loop OnDemand are registered trademarks of Benbria Corporation. All other trademarks are the property of their respective owners.About Knowcross Founded in 2002, Knowcross is a global leader in providing software products for hotel operations which help increase efficiency and enhance guest service, with a direct impact on the bottom-line.The Knowcross platform includes KNOW Service, KNOW Housekeeping, KNOW Glitch, KNOW Mobile, KNOW Inspection and KNOW Maintenance. The platform is cloud based (SaaS), supports multiple languages and allows extensive customization to suit the specific needs of each hotel. The platform is interfaced to a number of leading PMS systems, in-room control systems, messaging gateways and fire alarm systems.With a global customer base across 30 countries, the Knowcross client portfolio consists of some of the world's most well-known brands including Rosewood, Hyatt, IHG, Hilton, Kempinski, Carlson Rezidor, Shangri-La, Oberoi, Taj, Hoxton, and Aqua-Aston; as well as marquee independents such as Gansevoort Meatpacking, Sixty Soho, The Nomad New York, The Mark New York, Faena Miami, The Ned London, The Curtain London, The Halkin London, Le Bristol Paris, and Dolder Grand Zurich.For more information, call +1 866 601 5669, email sales@knowcross.com or visit www.knowcross.comMedia Contact:Mohit ChandKnowcrossmchand@knowcross.com
commercial

The New Voice of The Customer

Benbria Corporation 17 May 2018
We live in a fast paced consumer centric world, where the introduction of advanced technologies and evolving customer preferences are changing the way businesses operate. Now more than ever it is important to listen to customer preferences so you can provide a unique and tailored customer experience. In this white paper we define the new voice of the customer, and how you can implement it into your customer experience program, to earn greater loyalty and maximize revenue.
commercial

Benbria Announces Compliance with European Data Protection Regulations.

Benbria Corporation 3 May 2018
Ottawa, Ontario -- Benbria, the leading provider of omni-channel messaging and customer experience measurement solutions, announced to clients and partners today its compliance with the European General Data Protection Regulation, or "GDPR" which will become enforceable on May 25, 2018.The GDPR requires businesses to protect the personal data and privacy of EU citizens for transactions that occur within EU member states. As a cloud software-as-a-service (SaaS) provider, Benbria sees this as an opportunity to improve data security for all customers on the Loop platform including customers using Loop Messenger, Loop Pulse and Loop OnDemand. As a global leader of omni-channel messaging and measurement software solutions, Benbria will raise the bar with this initiative.A key element of GDPR compliance is consumer transparency. Benbria will continue to be transparent in how it manages and uses consumer personal data to provide service. Benbria commits to cooperating with customers to help facilitate their respective data protection rights regarding personal data. In addition, European consumers may now request to be forgotten and will have a right to obtain from Benbria an erasure of personal data without undue delay, if they wish to withdraw consent.Lastly, GDPR calls for prompt action in the event of a breach of security or unintended leak of personal data. While Benbria maintains top-level security policies and processes customer data in facilities with world-class security infrastructure, the company is prepared for every scenario. Benbria, in cooperation with their partners and policies, commits to being forthright and transparent about any compromise to customer data. In the event that Benbria becomes aware of any unauthorized access or disclosure of personal data, Benbria will promptly take action to provide awareness and reestablish trust amongst our customers, to the extent such notification is permitted by applicable law."Our focus on information and data security have always been a major benefit of using Loop, as we already built our platform to comply with well-established regulations in several global markets. This includes our home country of Canada, where many countries and regulators have turned to as a reference point for best practices," said James Geneau, VP of Marketing at Benbria. "These further enhancements to comply with GDPR means we are even better positioned to offer a solution that can meet the needs of our existing and growing list of clients based in Europe, and around the globe."Businesses using the Loop platform can respond to messages through a wide selection of channels including SMS, E-mail, proprietary web chat, in-App chat, physical kiosks and messaging channels like Facebook and Twitter; while having the ability to seamlessly route them to key internal team members. In addition, businesses can measure customer satisfaction in real-time using short and timely feedback surveys which capture customer sentiment and satisfaction at any point of the customer journey.These additional GDPR related compliance steps come into effect today, ahead of when the regulation becomes enforceable on May 25, 2018.Companies in Europe can request to connect with their dedicated Benbria team member by visiting www.benbria.com/contact-us.About Benbria Benbria is a leader in omni-channel customer engagement solutions, helping the world's greatest brands deliver a superior guest experience that goes above and beyond their competitors. Using a variety of mobile, online, and on-property technologies - including SMS, email, web, in-app and messaging channels, as well as kiosks - Loop enables brands to capture and direct real-time customer requests, concerns, suggestions, and positive input to management and team members for action and closure.With over 1,400 client locations in 20 countries, a network of 10 global sales partners, and the ability integrate with over 60 PMS and SOS solutions, Benbria offers both global reach and expertise with the hospitality industry's largest network of integration partners. For more information, visit www.benbria.com.Media Contact:Nicole Jardim Benbria Corporationnjardim@benbria.com
commercial

Benbria Announces New Sales & Support Team Within Europe.

Benbria Corporation 11 December 2017
Ottawa, Canada and Paris, France -- Benbria, the leading provider of omni-channel messaging and customer experience measurement solutions, announced today that it has established a sales and customer support base outside Paris, France with its new WCS Europe partnership.This arrangement will allow Benbria to sell and support Loop, including the Loop Messenger, Loop Pulse, and Loop OnDemand solutions to enterprise customers within France, Spain, and Portugal. Offering sales and service support in the local languages within these markets, further demonstrates Benbria's commitment to be a truly global leader of omni-channel messaging and measurement software solutions."This is a market with immense opportunity for Benbria and we are excited to be working with the team at WCS Europe in establishing more than simply a partnership, but a truly integrated sales, marketing, and customer support hub in the region", commented James Geneau, Head of Marketing at Benbria. "Europe has always been a leader in delivering exceptional service using mobile technology and the response to date with the Loop platform in this region has validated that. This arrangement with WCS Europe will ensure we can meet and deliver the needs of this market better than our competition".Businesses using Loop can respond to messages received via a multitude of channels including SMS, E-mail, proprietary Web chat, in-App chat, and Facebook; and seamlessly route them to key internal team members. They can have a meaningful 1:1 dialogue with their customers to make the experience more personal, recover at-risk ones, and drive long-term loyalty. In addition, they can measure customer satisfaction in real-time using short and timely feedback surveys which can capture the customer's sentiment and satisfaction at any point in their journey. Both of these solutions are complemented by a rich reporting and analytics suite allowing companies to understand trending topics, operational issues, and other key drivers which may negatively impact the customer experience and revenue.With WCS Europe, Benbria is leveraging an experienced team of technical and business specialists who can help businesses in the region learn about and integrate Loop into their enterprise customer engagement programs. "Our company is focused on delivering a broad range of technical business solutions to meet the needs of innovative enterprise clients" noted Lionel Hovsepian, Executive Director of WCS Europe. "With Benbria, we are pleased to be representing and supporting their Loop platform in the region and helping companies here connect with their customers in a meaningful way".Companies in France, Span, and Portugal can request to connect with their dedicated Benbria team member in Europe by visiting www.benbria.com/contact-us.About Benbria Benbria is a leader in omni-channel messaging and customer experience measurement software solutions, helping the world's greatest brands to deliver a superior customer experience that goes above and beyond their competitors. Using a variety of mobile, in-store, and on-property technologies - including SMS, email, Web, mobile app and kiosks - Loop enables brands to capture and direct real-time customer requests, concerns, suggestions, and positive input to management and employees for action and closure. Closing the loop through on-the-spot staff action helps brands to quickly enhance the customer experience during visits, save dissatisfied customers, increase revenues, and drive greater loyalty. For more information, visit www.benbria.com.About WCS Europe With a team offering combined experience in the telecommunications, convergence, customer relationship, mobile applications and new usages industries, WCS Europe provides integrated technology solutions tailored to the needs of clients. By understanding the various processes impacted by the digital transformation of the company and their transversal approach, they have developed a privileged relationship with many customers, within several verticals. For more information, visit WCS Europe.Media Contact: Nicole Jardim Benbria Corporation njardim@benbria.comBenbria, Loop, Get in the Loop, and Keep Us in the Loop are registered trademarks of Benbria Corporation. All other trademarks are the property of their respective owners.
commercial

Criton Apps announces new tech partnership with Benbria's Loop platform.

Benbria Corporation 29 November 2017
Ottawa, Canada -- Giving independent hotel operators the same digital capabilities as the big travel players, the first DIY app builder for the hospitality sector in the UK, Criton Apps, is integrating key guest engagement technologies onto one mobile app.The traveltech start-up has signed the first reseller agreement with mobile messaging and engagement solutions provider Benbria in the UK. The agreement allows for Benbria's Loop Messenger and Loop OnDemand applications to be embedded into the Criton Apps guest experience.The deal, which will give Criton clients the ability to build communication tools into their app, follows a similar arrangement with Bubbl, the location-based technology that promotes offers and promotions from local businesses.The two new tech partnerships mean that Criton's client base of hotels, serviced apartments and other holiday destinations can now create affordable branded information apps that will also allow them to communicate directly with their guests and build the customer experience further with localized product offers.These capabilities will be available as additional functionality beyond the travel, destination information and local recommendations that already exist within the Criton App builder. Developing such tools within an app for the customer's own mobile device is widely seen as vital to increase guest satisfaction.Julie Grieve is the CEO and founder of Criton Apps, which recently secured a PS5million investment to support the company's growth ambitions."Using digital technologies to enhance the customer experience is vital for all hotel and holiday accommodation businesses", commented Ms. Grieve. "Today's travelers and guests rely on their mobile phones or devices, carrying them everywhere; we simply provide operators of all sizes the ability to create an app for their hotel or apartments that not only acts as a digital concierge, but also allows them to answer guest's questions, resolve any issues in real time, and increase revenue.Working with both Benbria and Bubbl has been an absolute pleasure. The level of cooperation and shared vision has meant that we are totally committed to creating an app building service that will have a tremendous impact on the travel sector looking to keep pace with the digitally-savvy guest.", she added.Benbria, whose Loop platform supports real-time messaging, ordering, request fulfillment, and guest feedback applications, has a track record of success working with leading brands and independent hoteliers, globally. Their unified Loop Inbox, which allows hotels to communicate with guests and manage requests between hotel staff, delivers the accessibility and speed of service today's modern travelers demand."Our mission is to help our clients engage their guests and build meaningful relationships using real-time messaging", commented James Geneau, Benbria's Head of Marketing. "Ease of use is vital, and what Criton Apps has achieved with its DIY app builder is exactly the kind of like-minded company we want to work with as part of our global omni-channel communications platform."Those interested in learning more about how Benbria's Loop solutions can be embedded into the Criton App can contact their dedicated account manager or visit www.critonapps.com.About Criton AppsCriton, the UK's first DIY app builder is the first product developed and launched by Information Apps for the travel and hospitality sector.Information Apps was set up by Julie Grieve and employs ten.Julie secured a Scottish Enterprise innovation grant to support the initial development of Criton.Criton is accessed on a subscription basis from PS8.99 per month.There are over 4 million locations across the world offering hotels, serviced apartment, holiday lets, guest houses and B&Bs and this is a growing marketAbout BenbriaBenbria is a leader in omni-channel messaging and customer engagement, helping the world's greatest retail, hospitality, and restaurant brands to deliver a superior customer experience that goes above and beyond their competitors. Using a variety of mobile, in-store, and on-property technologies - including SMS, email, Web, mobile app and kiosks - Loop enables brands to capture and direct real-time customer requests, concerns, suggestions, and positive input to management and employees for action and closure. Closing the loop through on-the-spot staff action helps brands to quickly enhance the customer experience during visits, save dissatisfied customers, increase revenues, and drive greater loyalty.Media Enquiries:Elizabeth LambleyCriton Appslizzylambley@indigopr.com_ _ _Nicole JardimBenbria Corporationnjardim@benbria.com
commercial

Benbria Announces Distribution Agreement with TaraSpan

Benbria Corporation 23 November 2017
Ottawa, Canada -- Benbria Corporation, a leader in the area of mobile and text-based customer engagement, today announced that it has signed a distribution agreement with TaraSpan, a leading India-based unified communication solutions provider, to offer Benbria's Loop guest engagement solution throughout the region.TaraSpan will be representing the entire suite of products offered by Benbria - all designed to help deliver a superior customer experience and drive greater overall loyalty. Their Loop Messenger suite is a personalized, one-on-one instant messaging solution that helps build powerful connections between a brand and their customers. Loop OnDemand allows guests to ask for frequently-requested items at the touch of a button, which are then routed to the relevant team members who can take immediate action to fulfill them. Finally, Loop Pulse is their mobile engagement solution that measures customer sentiment and allows you to communicate with and recover those at risk."Messaging with customers in real-time and using this as a gateway for improving their experience is key," said Jordan Parsons, CEO at Benbria. "We developed our Loop guest engagement platform and related software suite, to allow customers to communicate directly with a brand globally, and are very excited to be entering the South Asia market through our new partnership".One of the biggest challenges for businesses today is the continuously evolving expectations of the customer when it comes to access to staff and their preferred method of communication. They expect a business to offer them personalized services and value for their money along with being accessible and quick to deliver upon requests. This is the area where they need to perform extremely well in order to stay ahead of their competition. Savvy customers expect to be able to communicate with a business using their personal mobile device and expect to have their questions and concerns routed to the right person, and answered quickly. This is the challenge Benbria's Loop solution is helping businesses worldwide overcome."We believe in empowering brands by providing them the right technology so customers can have hassle free services, an improved overall experience, and drive loyalty. Benbria has a revolutionary product that is changing the way companies engage with their customers." says Nihar Ranjan Sahoo - MD, TaraSpan.Indian businesses can learn more about the Benbria suite of guest engagement solutions by speaking with their TaraSpan representative, visiting their Website at www.taraspan.com, or by visiting Benbria's global site at www.benbria.com.About BenbriaBenbria is a leader in the area of mobile and text customer engagement, helping the world's greatest retail, hospitality, and restaurant brands to deliver a superior customer experience that goes above and beyond their competitors. Using a variety of mobile, in-store, and on-property technologies - including SMS, email, Web, mobile app and kiosk - Loop enables brands to capture and direct real-time customer requests, concerns, suggestions, and positive input to management and employees for action and closure. Closing the loop through on-the-spot staff action helps brands to quickly enhance the customer experience during visits, save dissatisfied customers, improve in-store sales conversion rates, avoid online criticism, and foster positive reviews.About TaraSpanTaraSpan is a multinational company with headquarters in India and Canada. Our customers include some of the World's foremost technology companies and India's prominent corporates. With more than 10 years since our inception, today we have offices in India in Gurgaon, Mumbai , Bangalore & Pune and we represent and sell some of the world's best technology products in the area of Unified Collaboration to Indian corporates. Our comprehensive portfolio includes IP telephony, Contact Center Solutions, Video conferencing & Mobility Enterprise solutions.Media Enquiries:Nicole JardimBenbria Corporationnjardim@benbria.comDiwakar LoombaTaraSpanDiwakar.loomba@taraspan.co.in
commercial

Whitepaper: Omni-Channel Strategies for Hotels

Benbria Corporation 7 July 2017
Today, travelers are increasingly using their mobile devices to research their trip, book their accommodations, manage their travel plans, and more. This is why it's so important for hotels to adopt omni-channel strategies and connect with their guests digitally as well as through traditional means. This white paper will outline what an omni-channel strategy entails and why text and mobile engagement are an essential part of it.
commercial

Omni-Channel Guest Messaging and Engagement Solution Released at HITEC 2017

Benbria Corporation 26 June 2017
Toronto, Canada -- Benbria(r) Corporation, the makers of the industry-leading Loop(r) mobile guest engagement solution for hotels, unveiled enhancements to its product suite at HITEC 2017 as part of its Loop(r) 2.0 release.These new enhancements serve several purposes: to make it easier for guests to communicate with hotels on their preferred messaging channels using their mobile devices; to help hotels improve their social ranking by increasing the number of positive reviews received; and to enable hotels to develop an omni-channel approach to messaging across multiple customer touchpoints.Integration with Facebook MessengerWith Loop Messengertm, hotel guests have always been able to send hotel staff messages via SMS text and web-based messaging, but as a result of this update, they are now able to connect via Facebook Messenger as well. All the guest needs to do is click the "Message" button on the hotel's Facebook page to begin a conversation. At that point, the Loop(r) bot asks the guests a few simple questions in order to acquire the information needed to log their message. The Loop Inbox provides a unified messaging experience, allowing hoteliers to receive and respond to all guest messages from a single solution, regardless of message source or format.Loop(r) SDKThe new Loop(r) SDK allows hotels to integrate Loop(r) into any guest-facing interface connected to the internet. It enables hotels to use messaging and ordering regardless of technology that is being used now or will be used in the future.Whether a hotel's guest engagement strategy involves a native app, a need for basic web-based messaging, texting, or integration with physical devices such as kiosks or in-room tablets, the Loop SDK allows guests to communicate in real time using the industry's first omni-channel solution."Omni-channel is a term the retail industry has used for years to describe the delivery of a consistent brand experience across multiple customer touchpoints," said James Geneau, Head of Marketing at Benbria. "With our new Loop(r) SDK, we are bringing that same ideology to messaging within the hospitality industry. Whether you want to incorporate real-time messaging and ordering into a native app, or want basic texting and Facebook Messenger management from a single inbox, Loop(r) 2.0 is flexible and scalable, and can be incorporated into any guest-facing channel."Benbria will showcase these and other new features in Loop(r) 2.0 at the booths of a variety of strategic and technology partners -- including Digital Alchemy(r), Mitel(r), and Verizon(r) -- during HITEC 2017 in Toronto.
commercial

The Do's and Don'ts of Hotel Automation

Benbria Corporation 25 May 2017
For the harried hotelier, automation offers the possibility of boosting efficiency, reducing the number of staff needed to run the hotel, and adding enhancements to the guest experience. However, this type of technology is not something hoteliers should jump into headfirst without first assessing the pros and cons of automating aspects of their property. This white paper will explore the many ways automation can be harnessed and the things hoteliers should consider before making the leap.
commercial

Gamifying Your Hospitality Business for Employee Engagement

Benbria Corporation 12 December 2016
Now more than ever, the hospitality industry is facing a crisis, particularly around employee engagement and turnover. Studies have found that employee engagement is at an all-time low. Overall, only 31.5 percent of employees are actually engaged at their jobs, and almost half of Millennials say they would leave their place of employment within two years if given the chance.Thankfully, there is a solution to this problem: Gamification. Eighty-nine percent of employees say a point system in the workplace would boost their engagement.In this white paper, you will learn the applications for gamification in a business setting; why gamification is useful for engaging Millennials; and valuable strategies for engaging employees using gamification.
commercial

Benbria Study Finds Reliability and Speed Are Key to Guest Messaging Within Luxury Hotel Segment

Benbria Corporation 18 October 2016
Benbria Corporation, the maker of the Loop mobile guest engagement solution for the hospitality industry, has released a summary paper on a major study conducted over the past few months with Cornell University's Institute for Healthy Futures and the International Luxury Hotel Association (ILHA). Focused on the impact of mobile messaging and technology on service quality within the luxury segment, the highlights of this study were shared exclusively last month at the ILHA Pinnacle Summit in Washington, DC.The summary report shares insights from workshops, roundtables, and a formal industry survey that has been underway since the beginning of 2016. As part of the research, insights were gathered from Cornell University students and leading hotel executives across the United States to identify the opportunities and challenges a mobile-centric guest experience has on the traditional delivery of quality service in the luxury hotel segment.A key insight from the study is the role mobile technology and messaging plays in the guest experience at luxury hotels. Speed was perceived as a major benefit, with 95 percent of study participants in agreement that technology "should connect the guest to the things they need and help fulfill their requests more quickly." The majority of participants also noted that the technology needs to be reliable and that if it doesn't enhance the experience, especially regarding how the guest interacts with the hotel, it isn't worth the investment."These insights send a clear message to the industry regarding the role of mobile technology in delivering a high-quality guest experience," said James Geneau, Head of Marketing at Benbria Corporation. "Overwhelmingly, the response from the industry is that mobile devices and messaging are here to stay and that the industry needs to embrace it. However, study participants noted that it needs to be a reliable channel for the guest to quickly access hotel staff and not a replacement for the unique experience only a hospitality professional can deliver."Millennials, often viewed as the main drivers of mobile technology and messaging adoption, were a major theme in the study. However, not everyone in the industry feels they should be the sole benefactors of a hotel's mobile strategy. Of those surveyed, 75 percent said technology should always be used as a vehicle to make the guest experience more positive for all guests, not just a subset, while only 16 percent said technology does not have to make the guest experience better in every single case."Many hotels have changed their technology strategy to accommodate the Millennial guest in recent years," said Dr. Rohit Verma, Dean for External Relations, Cornell College of Business, and Executive Director, Institute for Healthy Futures. "However, the findings from this study are interesting because of the fact that, while Millennials are the ones driving mobile technology and messaging, hoteliers feel a solution should cater to all guests, not simply a percentage of them."More details from the research can be found in the preliminary report from Benbria, available for download at www.benbria.com/cornell-studyAbout Benbria Loop(r) by Benbria Corporation is a mobile messaging and engagement solution that helps brands to enhance the customer experience. Leveraging the customer's preferred choice of communications - texting, messaging, email, and kiosk - Loop(r) allows customers to communicate directly with a brand to make requests, resolve issues, and share their experience before, during, and after their visit. Closing the loop through on-the-spot staff action helps brands to improve customer satisfaction, save at-risk customers, increase revenue, and drive repeat business. For more information, visit www.benbria.com.Media Contact: Amy Allen Benbria Corporationaallen@benbria.com Benbria, Loop, Get in the Loop, and Keep Us in the Loop are registered trademarks of Benbria Corporation. All other trademarks are the property of their respective owners.
commercial

Mobile Technology and Impact on Service Quality in the Hospitality Industry.

Benbria Corporation 18 October 2016
Throughout 2016, Benbria, the International Luxury Hotel Association, and Cornell University's Institute for Healthy Futures partnered to explore a trend that is becoming increasingly relevant in our always-connected world: the relationship between mobile technology, particularly with regards to messaging, and service quality at hotels.Through workshops, round tables, and a formal industry survey, hospitality students and hotel executives identified the opportunities and challenges a mobile-centric guest experience has on the traditional delivery of quality service in the luxury hotel segment. This white paper provides a summary of the key findings as well as recommendations and best practices for hoteliers to succeed.
commercial

Celtic Manor Resort Chooses Benbria's Loop Mobile Guest Engagement Solution

Benbria Corporation 16 September 2016
With a need to engage guests across 2,000 acres, Celtic Manor Resort integrated Benbria's Loop Messenger and Loop OnDemand in June 2016. The resort is one of the first to deploy a combined Loop Messenger and Loop OnDemand solution, which has been seamlessly integrated with their property management solution (PMS).Loop allows the guests to message the resort and make requests around the clock, whether they are on one of the property's two golf courses, relaxing at the spa, or hiking the surrounding walking trails.The resort uses the Loop Messenger invitation feature to encourage guests to submit comments, concerns, and requests. Invitations are sent to both email addresses and mobile numbers, opening a convenient channel of communication between the resort and guests. With Loop, guests can use their preferred method to message the resort.The Loop OnDemand menu interface enables Celtic Manor Resort's guests to order various products and amenities, including bedding, wake-up calls, electronics and appliances, luggage assistance, and bathroom items such as shampoo and soap. Requests are automatically routed to the appropriate staff, who can fulfill them in a timely manner."Since its implementation at Celtic Manor Resort, Loop has had significant traction with our guests," said Russell Phillips, Vice President of Facilities and Development at Celtic Manor Resort. "Loop has a very polished interface that is easy for both guests and staff to use. Loop OnDemand is great for the standard quick requests, and guests really like the ease of messaging with staff using Loop Messenger."To date, the resort has had significant success with the solution. Guests have been using it to engage more fully with the resort and maintain an open line of communication, even after they have left the property. With its integration into Opera, one of over 60 different property management solutions with which Loop can interface, the process for engaging guests is easy. When a guest checks in, Loop automatically sends a scheduled invitation via text or e-mail to welcome them to the resort and provide them with a link they can use to engage using their personal mobile device."We are delighted that Celtic Manor Resort has chosen our combined Loop OnDemand and Loop Messenger solution," said Andrea Baptiste, CEO at Benbria. "With the combined power of both tools within the Loop mobile guest engagement suite, the resort's guests can make requests, leave comments, and express concerns at any time, day or night. This presents the resort with the opportunity to develop more meaningful and lasting relationships with its guests."About Celtic ManorVoted the UK's Best Hotel at the Meetings and Incentive Travel Awards from 2011 to 2014, the five-star Celtic Manor Resort is set on 2,000 acres of lush parkland near Newport, Wales. The 334-room luxury resort and 67-room Manor House are equipped with two spas, two health clubs, a shooting school, fishing, adventure golf, tennis courts, walking trails, and more, offering the complete experience to business, leisure, and golf travelers.About Benbria Loop by Benbria Corporation is a mobile messaging and engagement solution that helps brands to enhance the customer experience. Leveraging the customer's preferred choice of communications - texting, web chat, email, and kiosk - Loop allows customers to communicate directly with a brand to make requests, resolve issues, and share their experience before, during, and after their visit. Closing the loop through on-the-spot staff action helps brands to improve customer satisfaction, save at-risk customers, increase revenue, and drive repeat business. For more information, visit www.benbria.com.Media Contact: James Geneau Benbria Corporationjgeneau@benbria.com Benbria, Loop, Get in the Loop, and Keep Us in the Loop are registered trademarks of Benbria Corporation. All other trademarks are the property of their respective owners.
Article by James Geneau

The Impact of Mobile Technology on Service Quality

Benbria Corporation 12 September 2016
from accessible bedside iPhone chargers and plugs, to the guest check-in process -- are meticulously planned and executed. If you are a hotelier and would like to visit a property to see how things should be done, it is worth a trip to the Statler Hotel for the latest and greatest in hotel technology and guest service.On campus, my day was hectic. I was greeted by Rohit shortly upon arrival, had a lovely lunch in the hotel's teaching restaurant at the Statler Hotel, and was escorted to my first ever opportunity to teach a class. Though I had never taught or facilitated a formal class before, let alone at an Ivy-league university, the class and teaching staff were welcoming and made me feel at home.About the ClassI was invited to facilitate the Quality Systems and Processes class. The students were a mix of young men and women, mostly Millennials. This Gen Xer had his work cut out for him! I kicked it off with some mini SWOT (strengths, weaknesses, opportunities, and threats) brainstorming. I divided the class into four groups, and, holding my mobile phone in my hand, asked them to discuss in their groups the following two questions:What opportunities exist for mobile devices to improve overall service quality?What are the potential drawbacks of such devices when it comes to the delivery of quality service?As I walked around the room, the discussion was energizing. The room was occupied by a generation that lived on their mobile devices, but their education in service quality clearly had an impact on how they viewed the subject at hand. When adequate time had passed, each team elected a member to come up and present their findings. Here are the results:How Mobile Devices Can Improve Overall Service QualityData Collection Using mobile technology to collect information from guests was a major opportunity in the eyes of the students. The class felt that mobile messaging offered the ability to analyze guest requests and conversations over a period of time -- a great tool for identifying trends to improve overall service.Personalizing the Experience The ability to identify the individual needs of a guest and anticipate them in the future was seen as a great opportunity. As an example, one student cited her ability to communicate with a hotel she stays at frequently about their yoga classes. That the hotel now knows this information about her, she said, means there is an opportunity to personalize future experiences around yoga to build a more meaningful connection. This was seen as something that helped tailor the relationship between the brand and guest, driving loyalty.Profiling and Guest Preferences Mobile messaging enables hotels to develop a profile of each guest in order to anticipate their needs. Referring back to the yoga scenario, the class felt that knowing this information allows the hotel to proactively provide a service for the guest upon their return -- such as placing a yoga mat in the room for the guest's use during their stay.Business Travel Convenience The class felt that mobile technology can make life more convenient for business travelers in particular. In their view, mobile technology can make a multitude of items easier for this sub-set of travelers -- including the receipt of hotel invoices, easy routing of guest folios to expense applications, and more. The class saw the convenience of messaging and other mobile applications as a significant opportunity for the industry to encourage repeat visits among business travelers.Ease of Access and Instant Gratification Leads to More Revenue Mobile is a great way for hotels to target Millennials, according to the class. They agreed that the ability to quickly request an item from a mobile device and have it added to their bill is a major opportunity hoteliers should embrace. Not only does it equate to a higher degree of guest satisfaction, it is also a way for hotels to generate more revenue. The class felt that the option to easily purchase an item or service using their mobile device would lead to more on-site requests and purchases.Drawbacks of Mobile Regarding Service QualityPotential to Create a Less Personalized Guest Experience The class felt that mobile devices could result in fewer face-to-face experiences with hotel staff -- a real problem for the traditional service model. They felt that having every guest ask for things anonymously could be too sterile, especially in a high-touch environment such as a luxury property.To overcome this, the class agreed that technology should not replace the traditional service model, but instead serve as the launch pad for a conversation between the guest and the service professional. One student noted that, while it may be easy to order a bottle of wine with a phone, the real difference is the ability for the hotel's sommelier to share some notes and attributes of the various wines with the guest. In this way, mobile technology can be used to not just fulfill the request, but also open the door to further conversation.Keeping Up with Guest Demands via Mobile Devices The class noted that the amount of inbound enquiries from guests using their mobile devices could be taxing, especially in bigger hotels with a larger volume of guests making many requests during their stay.To overcome this, they felt that mobile technology must automate certain requests and that strong processes need to be in place in the back end to ensure swift response times to guests requests. Technology, however, shouldn't replace the human element of the guest experience when it involves fulfilling special or unique requests.Over-Automating the Guest Experience New technology designed to auto-respond to a guest's requests was a major concern for the class. They felt that the ability for technology to automatically respond to a guest's requests without human intervention using mobile messaging or related technology carries many risks. They also noted that unreliable, mistake-prone technology has the potential to cause immense damage to the hotel brand.To overcome this, they felt that auto-responses and other technology designed to replace hotel staff needs to be further perfected. Furthermore, any mobile technology that doesn't enable escalations to ensure that a guest's request is fulfilled in a timely manner could be problematic. After all, technology is only useful if it makes the experience better for the guest.Multi-Channel Communication and Coordination This concern focused on how a hotel would manage guest requests coming from multiple sources -- for example, when a guest asks for something by speaking to a staff member at the front desk, then sends a text message in the elevator requesting something else. The students felt it is important to have a complete and continuous view of the guest during their stay and, moreover, that all team members can be connected and see these requests. A solution without such a feature runs the risk of losing guest requests.The class agreed that having a centralized place where all requests can be seen by multiple staff members is essential to any mobile-based service tool.Rants and Responses The biggest challenge, according to the class, is managing upset guests who bypass direct engagement with the hotel and turn instead to social media. The students noted that two very different conversations exist when a guest is genuinely upset versus when they have a minor issue. The first tends to be anger-driven, and more often than not, the guest just wants to be heard; the second, meanwhile, is about receiving something or being compensated for an inconvenience. Both scenarios, however, have been amplified in recent years with the popularity of social media.The students believed that the main difference between managing a guest on site versus online is the audience the guest chooses to address. When a guest has an issue and wants to be heard, they are more abusive toward the brand on social than they are when communicating directly with the hotel. They believed the main reason for this is that on social, there is an expectation that anger will attract the hotel's attention. But when guests call or speak to a manager on site, their behavior is much more subdued -- even pleasant -- as they want something and feel courtesy will benefit them.Overall, the class felt that mobile technology has an equally positive and negative impact on service quality. Now that virtually everyone has access to an audience on social media with their phones, voicing a concern publicly is much easier today than it was 10 years ago. However, mobile devices also offer the ability for a hotel to communicate directly with guests in real time, potentially resolving guest issues before they are aired on social media. The students believed that because hotels have embraced social, they also need to embrace mobile guest engagement and the ability for a guest to voice their concerns directly to the hotel with the same degree of ease. When hotels fail to do this, they miss out on the opportunity to listen to their guests and have a dialogue with them to resolve issues -- an important element in delivering a quality experience.
commercial

Bridging the Generation Gap in Hospitality Tech.

Benbria Corporation 9 September 2016
the Baby Boomers, Generation X, and Millennials.They must also look ahead to a fourth generation,Generation Z, the members of which will soon be embarking on adventures of their own.Though there are similarities in the way these generations travel, there are also some marked differences. While Baby Boomers view their smartphones as a convenience when they travel, they do not consider it an essential part of the trip the same way Millennials do.According to Nielsen research, more than 85 percent of Millennials own a smartphone, and 80 percent of them can't even go to bed unless their phone is within arm's reach.There are differences in the experiences they seek, as well. Now entering retirement, Baby Boomers are keen to discover their ancestry and to reconnect with their ancestral homelands. Generation X, meanwhile, are raising families of their own and are as likely to travel with their children as they are to travel for business.And for Millennials, nothing beats a good adventure trip -- a white water rafting excursion, perhaps, or an African safari.This infographic includes some statistics and facts that are key to understanding the travel habits and preferences of each generation.

Request Information

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


CancelSubmit

Newletter

Thank you for subscribing. Your email address has been added to our mailing list.
Close
To subscribe to the HITEC Bytes Newsletter please enter your email address below.
An error occured, please check your input and try again.
CancelSubscribe