Plugged In: What Do Business Travelers Expect From Their Tech?
Plugged In: What Do Business Travelers Expect From Their Tech? — By Peggy Studer

CWT · 12 Dec

The most recent iteration of the GBTA Traveler Sentiment IndexTM yielded more positive results. The latest release also yielded some interesting findings on technology.

A Mobile PMS and POS is More than an Operational Advantage: It Could Wow Your Guests and Transform Your Group Business
A Mobile PMS and POS is More than an Operational Advantage: It Could Wow Your Guests and Transform Your Group Business — By Nicole Dehler

StayNTouch Inc. · 12 Dec

There’s a saying that reads, “Innovation is seeing what everyone has seen and thinking what nobody has thought.” Over the last few decades, we’ve witnessed an incredible burst of innovation. The era of Blockbuster and DVDs gave way to a media landscape ruled by streaming services like Netflix and Crave TV. The era of taxis was disrupted by the rise of ride-share services like Uber and Lyft.

Quantifying the Guest Experience
Quantifying the Guest Experience — By David Berger

Volara · 11 Dec

Hospitality is a numbers game. Supply and its elasticity is limited. Demand is finicky and price conscious. Amorphous terms like "guest experience" are challenging to quantify, yet most argue critical to filling guest rooms at premium rates in competitive markets.

What Does the Expectation Economy Mean for Hoteliers in 2020 and Beyond?
What Does the Expectation Economy Mean for Hoteliers in 2020 and Beyond? — By Alan Young

Puzzle Partner Ltd. · 11 Dec

Within the hospitality industry, we are frequently introduced to new, wide-spread economic trends. First, it was the "Mobile Era," then we got to know the "Age of the Consumer" and the "Experience Economy," and now, the term on everyone's mind? The "Expectation Economy." As we open our doors and usher in the savvy and informed travelers of today, we are met with a long list of heightened expectations that apply to each and every guest touchpoint. Within this modern economy, expectations are high, and so are the stakes for hoteliers. Guests are more informed, demanding, and less patient than ever before.

Capitalizing on Millennial Hotel Guest Behaviors and Travel Trends
Capitalizing on Millennial Hotel Guest Behaviors and Travel Trends — By Binu Mathews

IDS Softwares · 10 Dec

If it seems like everyone in the hospitality industry is talking about millennials — well, that's likely because they are. With 2019 fading into the background, our collective feeds and conversations with industry peers are rife with discussions of what's to come and, subsequently, who makes up the most significant travel segments moving forward. As we determine those primary guest segments, a new question arises: Is guest behavior changing and, if so, who is leading the charge? What do they want? How will they influence our industry?

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Can Intelligent Hotels Find Their Voice?
Can Intelligent Hotels Find Their Voice? — By James Harrison

HotelTCS · 9 Dec

At the time of my birth this, and the whole concept of intelligent hotels might seem like some kind of futuristic idea, but in 2019 Digital assistants are very much here.

Total Revenue Forecasting – Sunny with a Chance of Profits
Total Revenue Forecasting – Sunny with a Chance of Profits — By Mike Chuma

IDeaS · 5 Dec

Not long ago, people predicted weather by simply looking outside, taking in clues like wind or cloud cover and then hoping for the best.

Is Simplicity Best? Challenges And Opportunities Of Mainstream Open API Adoption
Is Simplicity Best? Challenges And Opportunities Of Mainstream Open API Adoption — By Simone Puorto

simonepuorto.com · 4 Dec

Hospitality is an ancient business, but a nuanced, almost oxymoronic one as well: the term derives from the Latin roots hospes/hostis, meaning (ironically enough) both guest, stranger, and enemy. In the French acceptation of the term, un hôtel is a building that provides care, rather than accommodation, and here is why semantically distant concepts such as HOSpital, HOSpitality, and HOStility, sound so phonetically similar.

A Make-or-Break Issue for Hotels: Guests Want Cybersecurity
A Make-or-Break Issue for Hotels: Guests Want Cybersecurity — By Margaret Ady

apaleo GmbH · 4 Dec

These days, we tend talk about cybersecurity far less than we talk about melting icebergs or political problems or plastic straws. And, of course. Those are things we can do a little something about; we can make our own tiny dent in the environmental crisis or get out the vote, but cybersecurity is one of those problems that feel far out of most our hands. Yet, we all have important, essential, identifying information flying around the web, apps, stores, airlines, and—hotels. Consumers are relying on businesses to be transparent and secure, and hotels are one of the most targeted industries (just behind retailers) by cyber attackers.

How to Apply Revenue Management for Apartments and Vacation Rentals
How to Apply Revenue Management for Apartments and Vacation Rentals — By Remko West

Xotels · 4 Dec

In our last post, we went over some of the successes and challenges of revenue management in the apartment rental business. We came up with a number of elements that we believe need to be applied to take revenue management to the next level.

Implementing Revenue Management in Your Restaurants: A Case Study with Fairmont Raffles Hotels International
Implementing Revenue Management in Your Restaurants: A Case Study with Fairmont Raffles Hotels International — By Sheryl Kimes

Cornell · 4 Dec

In 2015, Fairmont Raffles Hotels International implemented a system-wide revenue management program in its restaurants. Starting with an analysis of baseline data, Fairmont applied a five-step revenue management process to highlight potential revenue-enhancement opportunities. Restaurant managers and employees were invited to suggest tactics and strategies drawn from three categories: (1) all-purpose strategies, (2) strategies to use when a restaurant is busy (hot), and (3) strategies to use when a restaurant is not busy (cold). Appropriately chosen strategies were simple to implement in most cases, and guests often were pleased with the operational and menu changes. Within a year of implementation, Fairmont restaurants that implemented revenue management had generated five times more revenue growth than those not applying the program.

Hotel 101: What Is GOPPAR and Why Does It Matter?
Hotel 101: What Is GOPPAR and Why Does It Matter? — By David Eisen

HotStats Limited · 3 Dec

The hotel industry has long been obsessed with revenue. But if you care about a hotel's operational health, relying on revenue alone only tells one chapter of the whole story.

What Are These “Things” And Why Do I Need Them In My Guestroom?
What Are These “Things” And Why Do I Need Them In My Guestroom? — By James Harrison

HotelTCS · 2 Dec

With the Internet of Things (IoT), 2019 has brought us a technology buzzword that doesn’t really make any sense. That word is “things”. Apparently, you need “things” in the guestroom now. Every hotel guestroom should have “things”. The trouble is, nobody knows what these “things” are. We know that there are basic requirements for a guestroom, a comfy bed, a good shower, a pleasurable view is a bonus, but it isn’t these “things” that people are talking about. Here, we take a look at what “things” are, and why we may or may not need them. That’s right, we’re going to discuss IoT solutions for hotels.

Marrying a Mobile PMS With a Mobile POS to Create a Completely Streamlined Guest Experience
Marrying a Mobile PMS With a Mobile POS to Create a Completely Streamlined Guest Experience — By Nicole Dehler

StayNTouch Inc. · 2 Dec

You've just stepped out of your Uber, as the driver passes you your bags. Your eyes eagerly take in your surroundings for the week — sprawling grounds, a pristine modern lobby, picturesque architecture, and landscaping. A hotel staff member greets you immediately with a beaming smile, iPad in hand, to pull up your reservation. You've already checked in through an app on your mobile phone, which will also double as your room key and digital wallet during your stay.

Hoteliers, Don’t Ignore the Demand for Enhanced Connectivity
Hoteliers, Don’t Ignore the Demand for Enhanced Connectivity — By Henri Roelings

Hospitality Net · 29 Nov

A decade ago, if you looked to the future of the hotel business, would you have guessed that Wi-Fi connectivity would be the most desired amenity for guests and that lack of satisfactory Wi-Fi would lead to negative reviews and lost bookings. Today's guests don't just want to be connected — they demand to be. Statistics indicate that 65 percent of hotel guests are using Wi-Fi within seven minutes of arriving on-site.

Can GOPPAR be an alternative to widely used REVPAR for hotel performance?
Can GOPPAR be an alternative to widely used REVPAR for hotel performance? — By Ahmed Mahmoud

Revenue Your Hotel · 29 Nov

Long-time ago for hotel industry performance analysis, there are two simple traditional indicators were used: ADR (average room rate) and the percentage of occupancy. Then with the progress of yield/revenue, management RevPAR (revenue per available room) started to be the main indicator, because it reflected how efficient the hotelier could manage occupancy and price at the same time, depending on demand.

"Robot Rooms": How Guests Use and Perceive Hotel Robots
"Robot Rooms": How Guests Use and Perceive Hotel Robots — By Rohit Verma, Lina Zhong

Cornell · 28 Nov

Robot-assisted hotel services get generally high marks in a study of guests at 88 hotels in China. Guests reported making fairly frequent use of the robots, primarily for such relatively simple functions as turning on the lights and turning off the TV. Chief problems occur when the robot cannot recognize operation commands, when guests must repeat their request, and when the robot isn't actually programmed for a particular operation. Asked what services they expect from a hotel robot, guests cited food distribution, delivering goods, handling check-in and checkout, and providing travel information and consumption recommendations. Two-thirds of customers considered that "robot rooms" present a good value, and a similar proportion were willing to make a return visit to rooms equipped with robots. Keys to the acceptance of hotel robots are that they must provide worthwhile services and be easy to use. An economic analysis of ten properties found favorable return on hotels' investment in robot rooms, particularly those in family suites.

The Hidden Costs of Inaccurate Reporting in Hotels
The Hidden Costs of Inaccurate Reporting in Hotels — By Samantha Sum

Oracle Hospitality · 27 Nov

Think about the last time when the revenue and occupancy forecast for the hotel was incorrect.

Panic Buttons are the Tip of an Infrastructural Iceberg
Panic Buttons are the Tip of an Infrastructural Iceberg — By Larry Mogelonsky

Hotel Mogel Consulting Limited · 27 Nov

As ESDs (emergency safety devices) start to reach mainstream adoption across the world, it's critical that you not only make implementation at your hotel a priority, but also that you consider all the underlying electronic infrastructure required to ensure these systems are designed to last.

Why don’t we see a bigger uptake on digital transformation initiatives in hotels?
Why don’t we see a bigger uptake on digital transformation initiatives in hotels? — By Roger El Khoury

NEORCHA sarl · 27 Nov

Imagine the possibility of saving significant time on each and every hotel check-in and being able to give that time back to your front office team to spend quality time with guests. Or, imagine having fully accurate guest data in place that you can use to personalise your guest relations, improve your CRM system and build your loyalty in real time, sounds good right?

Hotel Guests Are Becoming "Data Nodes"
Hotel Guests Are Becoming "Data Nodes" — By Alan Young

Puzzle Partner Ltd. · 26 Nov

Almost daily, employees enthusiastically circle a web address at the bottom of our receipt for us to complete a customer service survey, promising a chance to win a trip for two to some far-away beach, or maybe a shopping spree. Quite frankly, the prompt is so familiar most of us have grown accustomed to tuning it out as soon as the employee begins their spiel, pleasantly smiling as we gather our bags to leave the store. As we navigate a familiar app on our phone, posting to our Instagram account or playing a game, we're frequently interrupted by a reminder to rate the app, "How do you like using _____ ?". After we order an item from Amazon, we can expect to receive multiple emails from the last company we purchased from, prompting additional customer feedback. The message reads something like:

The Top Techniques of Every Successful Hotel Leader
The Top Techniques of Every Successful Hotel Leader

Hotel Business Review by hotelexecutive.com · 24 Nov

Leadership has always been at the forefront management training. The four functions of management depict leadership as one of the four. The four that

Moving the Needle for Hospitality Technology Takes Innovation, Agility, and Alignment
Moving the Needle for Hospitality Technology Takes Innovation, Agility, and Alignment — By Kevin King

Shiji Group · 21 Nov

The success of the hospitality industry has always been rooted in the provision of service and the continued cultivation of relationships. While the rapid advancement of mobile and cloud-based technologies are enhancing the ways hoteliers can interact with travelers, the underlying goal remains the same: to create an exceptional guest experience.

Designing a hotel loyalty program: Part 2
Designing a hotel loyalty program: Part 2 — By Casey Munck

Cendyn™ · 20 Nov

Hotel loyalty programs can be so much more than points and an occasional free room to VIPs. But even that requires forethought. To start, you have to think about the loyalty ecosystem from an architectural standpoint before you even start building the tech to enable it.

Booking.com Extends Genius Rates To Other OTAs
Booking.com Extends Genius Rates To Other OTAs — By Simone Puorto

simonepuorto.com · 18 Nov

Over the last couple of days, you may have received an email from Booking.com, stating that, starting from 2 December, you'll "gain access to a larger audience as your Genius rates will be offered to the most frequent travelers across other companies within the Booking Holdings family."

Designing a hotel loyalty program: Part 1
Designing a hotel loyalty program: Part 1 — By Casey Munck

Cendyn™ · 15 Nov

Hotel loyalty programs can be so much more than points and an occasional free room to VIPs. But even that requires forethought. To start, you have to think about the loyalty ecosystem from an architectural standpoint before you even start building the tech to enable it.