Using Anomaly Detection as a smarter way to spot those inventory issues that leak revenue opportunities
Using Anomaly Detection as a smarter way to spot those inventory issues that leak revenue opportunities — By Jonathan Boffey

Triometric · 12 Sep

If all the hard work of setting up the booking platform, optimising its performance, and forging distribution contracts with clients is going to pay dividends, then it's vital to have a good supply of products and services (such as room types and locations) to be able to respond with when the hard won search traffic hits the API. We have a 4 pillars model that reflects the key drivers of conversion which all need to be covered - it doesn't work if any one of the areas of performance, price, relevance or availability is not up to scratch at the right moment.

PSD2 IN REAL LIFE: How The New Payment Service Directive Works for Hotels and Online Bookings
PSD2 IN REAL LIFE: How The New Payment Service Directive Works for Hotels and Online Bookings — By Shlomit Kugler

Shiji Group · 12 Sep

By now, you've likely heard about the new credit card payment service directive and its potential repercussions in our industry. What you may not know, however, is that PSD2 is nothing new in fact, it was first implemented back in 2015, even though not all its parts were enacted simultaneously. Strong Customer Authentication, particularly, was meant to come into force only on September 14th, 2019, four years after the approval of the directive. So, you'd imagine the industry to be ready, wouldn't you? Well, not quite...

Moving beyond the monolith
Moving beyond the monolith — By Margaret Ady

apaleo GmbH · 12 Sep

Until recently, hotels - and most enterprise businesses, for that matter - had been stuck with one singular approach to their tech: a closed, out-of-the-box solution to manage nearly all their business needs. For hotels, this system was built by the PMS provider. Legacy systems tried to do it all, attempting to cover everything from reservations and inventory to loyalty programs to business intelligence tools and more. These systems use a monolith architecture, a framework in which all pieces of the platform are tied together in a centralized, on-premise, feature-rich system. While rich in functionality, these systems pose a variety of problems - they aren't nimble, they don't connect well to other systems, they are expensive, and many hoteliers don't need (or like) all the features offered.

3 Essential Data Practices For Improving Your Hotel’s Website Strategies
3 Essential Data Practices For Improving Your Hotel’s Website Strategies — By Adam Lamagna

Travel Tripper/Pegasus · 11 Sep

It's budgeting season, which means your hotel is probably ready to start planning how, when, and where you'll be investing in 2020. As part of the "20/20 Strategy" series, we'll offer expert tips to help you budget for key areas that could define how successful you are next year— including your hotel website. This is part 3 of the series.

Is Amazon Your Next Hotel Distribution Channel?
Is Amazon Your Next Hotel Distribution Channel? — By Larry Mogelonsky

Hotel Mogel Consulting Limited · 11 Sep

Earlier this year, Amazon announced that it has sold its record 100 millionth smart speaker. The allure for such devices as the Amazon Echo, Google Home as a multitude of others entering this space is simple. For the end user, it's convenience. For the mammoth tech company, it's the accrual of more and more data fed into a priority learning algorithm that can then be fed back to the end user for better and better recommendations via the virtual assistant software.

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Del Taco Partners with Postmates for Delivery
Del Taco Partners with Postmates for Delivery

Hospitality Technology Magazine · 11 Sep

Postmates has strong representation in Southern California and Del Taco's other key markets.

Revenue Management to Revenue Strategy: The Changing Role of RM in Hotels
Revenue Management to Revenue Strategy: The Changing Role of RM in Hotels — By Kevin Duncan

The Rainmaker Group · 10 Sep

With U.S. hotel occupancy levels registering record-breaking performance,1 hoteliers must get creative when it comes forging a path toward higher rates and greater profits. And they increasingly look to their revenue managers to chart the course. As a result, we're seeing a transformation of the revenue management (RM) role - from revenue manager to revenue strategist.

The New Group Booking Platform: Why More Passive RFP Platforms Are Not the Answer
The New Group Booking Platform: Why More Passive RFP Platforms Are Not the Answer

Hospitality Technology Magazine · 10 Sep

Intelligence-based direct sales drives 8X ROI for hotel group sales.

Hotel Matilda launches personalized app
Hotel Matilda launches personalized app

Hotel Management · 9 Sep

The historic property in Mexico gives guests convenience, control and 24/7 access to hotel services with the new offering.

Counterpoint: Direct Group Sales Over Indirect Platforms
Counterpoint: Direct Group Sales Over Indirect Platforms — By Robert Post

The Knowland Group · 5 Sep

Knowland CEO Robert Post responds to recent articles/opinions that the $50 million investment by Marriott, IHG, Accor, and Hilton in a new Group Booking Platform has signaled "meaningful change" in the painful process of selling event space and room blocks to meeting planners. The new booking platform uses a self-reporting database of hotel group block inventory and meeting space to offer meeting planners an OTA-like environment to shop and book event venues at the lowest price.

How To Think About Upselling: Guest Engagement, Intelligence, and ROI
How To Think About Upselling: Guest Engagement, Intelligence, and ROI — By Jason G. Bryant

Nor1 · 5 Sep

If there's one area where hotels are saturated with choice and saddled with decisions, it is in hotel technology. In-room-, wearable-, mobile-, legacy-, cloud-, admin-, PMS-, CRM-, app-, voice-technology. Within each category, a growing number of options leaves many hotel executives spending more and more time trying to find solutions that will generate revenue and improve guest service. As we all know all too well, not all products are created equally. Most tech companies make their solution sound perfect when, in reality, sometimes those solutions do too much and sometimes they do too little, while only occasionally are they just right. So for every technology need, having essential best practices at your fingertips is a good starting point for making a decision that will have a substantial impact on operations. Here's how to think about upselling as you consider whether or not a tech solution is right for your property.

The Difference Between Loyalty Programs and Loyalty to a Brand
The Difference Between Loyalty Programs and Loyalty to a Brand — By Alan Young

Puzzle Partner Ltd. · 5 Sep

Loyalty is earned, and certainly not given, and there is a definite difference between loyalty programs and a guest's loyalty to a brand. Hotel loyalty programs might seem ubiquitous today, but nearly 60% of guests still don't belong to one. During the 2019 Skift Tech Forum, industry experts agreed that today's travelers seek more than just opportunities to earn points - they want experiences. Mind you, that doesn't mean it's beyond reach. Hoteliers must work a little harder to understand precisely what factors drive guest loyalty in the modern age. Which brings us to the ultimate question — what makes guests loyal? Hoteliers, I'll give you a hint. It's probably not your loyalty program. In such a competitive market, you need your guests to feel like they're part of something more personal and provide them with the opportunity to really interact with the brand.

Killer Customer Service: Does Your Tech Provider Really Care?
Killer Customer Service: Does Your Tech Provider Really Care? — By Margaret Ady

apaleo GmbH · 4 Sep

The last time you vetted a tech company, you surely received evidence of the company's commitment to customer service. Likely in the form of stats like downtime and call-resolution. The tech company probably said that these stats demonstrated its truly customer-centric philosophy and that its responses to issues would be impeccable. Perhaps they even pulled out a certificate or the name of some customer service award you've never heard of. This kind of proof is not meaningless (though be warned, some of these certificates are paid programs) nor is it enough evidence of a company's commitment to its customers. Anyone can come up with bullet points and certificates at the end of the day, which raises an important question. How do you know if your tech company cares? How do you know if they really have killer customer service?Admittedly, a lot of the companies that have cultivated a cult customer service following (like Zappos and Trader Joe's) have done so as a result of go-big-or-go-home moments, like sending a customer a pizza when the resolution call has gone long or delivering groceries to an elderly customer in a snowstorm. We love these stories as much as anyone, but when it comes to B2B tech companies, the criteria are different. It requires the ideal combo of product, responsiveness, and company culture. Here are a few ways to tell if a tech company truly cares about its service and the success of its customers based on examples from B2B tech companies that are doing it right:

20+ Revenue Management Tips on How to Increase Hotel Income & Profit
20+ Revenue Management Tips on How to Increase Hotel Income & Profit — By Patrick Landman

Xotels · 4 Sep

In recent years we have written so many articles with advice on how you can increase your hotel's revenue. While originally revenue management was restricted only to certain areas, Xotels has been increasingly focusing on total revenue management. Total hotel revenue management includes key methods of improving a hotel's bottom line by looking at all business areas, including marketing, sales and even concept development. This article provides a collection of over 20 of our most valuable insider tips, which can provide an outstanding platform for you to maximize your hotel's revenue.

Good Insurance - The Life of a Hotel Doctor
Good Insurance - The Life of a Hotel Doctor — By Mike Oppenheim

Mike Oppenheim M.D. · 3 Sep

The caller spoke with a Hispanic accent, so I assumed he was one my travel insurers, and I was right. It was Standby M.D., one of the good insurers. It phones; I make the visit; I fax an invoice; it sends a check for the amount I bill. Latin Americans make up most of my travel insurance patients.

Red Robin Eyes Tech Solutions to Capture Delivery Data
Red Robin Eyes Tech Solutions to Capture Delivery Data

Hospitality Technology Magazine · 3 Sep

Red Robin is replacing third party delivery provider tablets with direct integration into its POS system.

In Europe, Driving F&B Margins a Game of Inches
In Europe, Driving F&B Margins a Game of Inches — By David Eisen

HotStats Limited · 30 Aug

There was a time when food and beverage within the hotel space was viewed as a necessary evil. Hotel guests were lucky if they awoke to a continental breakfast and often had to be satisfied by a hallway vending machine.

What Makes Hotel Analytics Intelligent?
What Makes Hotel Analytics Intelligent? — By Kristina S. Park

SnapShot · 29 Aug

With the amount of data available in the hospitality industry, more and more companies are looking closer at the tools and solutions to help make the most of their data. We discussed in our previous article the importance of building a data strategy to stay competitive and there are still many more moments along that path to cover too.

America or Asia? The surprising truth of metasearch success
America or Asia? The surprising truth of metasearch success — By Rob Funnell

Triptease · 29 Aug

The potential customer's searcher region is a particularly unique variable when it comes to a metasearch auction. It's one of the few factors that doesn't just increase the value of your guests, but actually impacts who visits your hotel. We've previously looked at the significant impact that ad position, device type and the day of the week can have on acquisition strategy, but the region of the searcher is a substantially bigger challenge for hotels. Not only must the individual impact to your specific hotel be constantly calculated through new and historic guest data, but wider global political, social and economic trends must also be carefully considered.

What makes hotel analytics intelligent?
What makes hotel analytics intelligent?

Snapshot Blog · 29 Aug

With the amount of data available in the hospitality industry, more and more companies are looking closer at the tools and solutions to help make the

Hotel BI: Applying Data Analytics to Real-Life Situations
Hotel BI: Applying Data Analytics to Real-Life Situations — By Len Wasserman

The Rainmaker Group · 28 Aug

When it comes to analyzing your data, relying on manual methods - i.e. using Excel spreadsheets or Google Sheets - takes too much time and is often inaccurate, fraught with human error. Hotel owners looking to accurately and efficiently improve business performance should consider implementing an automated business intelligence (BI) solution.1

How Do You Simplify The Lives Of Hoteliers? With The Best Breed Of Technology, For Starters
How Do You Simplify The Lives Of Hoteliers? With The Best Breed Of Technology, For Starters — By William Cotter

Net Affinity · 28 Aug

The structure of the hotel industry in Europe continues to evolve, and remains fragmented, despite chain hotels increasing their percentage share of overall room stock. Many countries, including some very large destination markets like Italy and Greece, have a large percentage of hotels which are unbranded, independent and family owned, many with 50 rooms or less. The world of hotel technology software, or "hotel tech stack" is similar in structure, and equally fragmented, where you have a large number of small tech companies, each operating in their local market, providing tech and support services on a regional basis. These companies, such as hotel booking engine providers, revenue management, reviews and guest engagement platforms, compete with each other for market share, either on price, product features or service as a differentiator. This makes for a lot of duplication of product and effort which isn't economically efficient, making it much harder for some travel tech companies to reach scale, which doesn't benefit the hotel industry in the long run.

Why Digital Marketing Metrics Can Lie – And How You Can Better Evaluate Campaign Performance
Why Digital Marketing Metrics Can Lie – And How You Can Better Evaluate Campaign Performance — By Shearly Reyes

Travel Tripper/Pegasus · 27 Aug

It's budgeting season, which means your hotel is probably ready to start planning how, when and where you'll be investing during 2020. As part of the "20/20 Strategy" series, we'll offer expert tips to help you understand your digital marketing campaign reports and turn insights into impactful actions. This is part 2 of the series.

What Stops Boutique Hotels to Fully Implement Revenue Management?
What Stops Boutique Hotels to Fully Implement Revenue Management? — By Ahmed Mahmoud

Revenue Your Hotel · 27 Aug

A few weeks ago, a friend of mine asked me to assist her in evaluating and introduce some insight about revenue management for Boutique hotels, using my experience in revenue management field that was a new opportunity to explore more about the revenue management and if it can be implemented to the boutique hotels and up to which level .

The Value of Turning Data into Actionable Insights
The Value of Turning Data into Actionable Insights — By Jason Q. Freed

Duetto · 26 Aug

While analytics have become a critical driver of success for companies across many industries, the hospitality industry has lagged in its ability to use data to make a measurable impact on business strategy or guest experience.

Budget season tips: Mapping your hotel’s 2020 digital marketing budget
Budget season tips: Mapping your hotel’s 2020 digital marketing budget — By Tris Heaword

Travel Tripper/Pegasus · 26 Aug

It's budgeting season, which means your hotel is probably ready to start planning how, when and where you'll be investing during 2020. As part of the "20/20 Strategy" series, we'll offer expert tips to help you map your digital marketing budget, which could define how successful you are next year. This is part 1 of the series.