Overbooking, a revenue management strategy practiced by the hotel industry, carries both risks and rewards. It can be a strategic way to maximize occ
StayNTouch Inc. · 11 Jul
The landscape of hospitality tech might be changing, but one thing is certain: mobility is far more than a passing fad. Rather, it's the new industry standard that will shape every touchpoint of hotel operations and the guest experience.
StayNTouch Inc. · 27 Jun
The hospitality industry finds itself in a number of technological transformations. From guest-facing solutions to operational platforms, the legacy technology which once ruled our sector is slowly being replaced by modern, more agile solutions. Once slow to adopt new technology, the hospitality industry is now turning to mobile-friendly, cloud-based platforms to provide a more personalized and streamlined guest experience
Hotels and resorts know they need to win over millennials' hearts and minds. But where to begin? That is the question. In this blog, we will help you
In our always connected world, Millennials are much savvier when it comes to using tech for travel. Gen-Y grew up immersed in technology and their sm
StayNTouch Inc. · 30 May
Hoteliers, we have news for you. Millennials - that group of individuals born between the early 1980s and the early 2000s - own your future. Understanding millennial consumers has become a significant discussion point across industries over the last few years. Why? Because they are the first truly digital generation with more buying power of any other demographic before them. With $600 billion in annual buying power and notably different purchase motivations and values than baby boomers, the eighty million millennials (in America alone) possess a great deal of influence. In fact, by 2020, researchers predict that millennial spending in the United States will grow to $1.4 trillion annually, representing 30% of total retail sales. Millennials and Loyalty
With the advent of motion pictures, science fiction writers' have often provided prescient glimpses of future technologies. These inventions and happ
No one wants to wait in line for the front desk anymore. This is true for practically everyone, but especially 'swipe left, swipe right' millennials,
Self-service technology is having a transformative effect on the world around us, particularly on consumer behaviour and the way we interact with bus
StayNTouch Inc. · 16 May
The success of modern hotel brands is often directly correlated with the technology and procedures put in place to support their staff and operational structure. Favoring legacy systems over newer, more innovative platforms can negate a hotel's ability to provide the hyper-personalized and seamless experience guests now expect. Unfortunately, this is an all-to-common crux within the hospitality industry. Simply put, without the right tools and infrastructure in place, hotel staff won't have access to the resources they need to provide a guest experience that leaves a lasting impression. This discussion becomes especially important when we look to the heart of any hotel's operational structure - the PMS system. However, today's PMS is noticeably different than in the past - and it has never been more important for hotels to keep ahead of the technological curve. After all, technology is key to managing every stage of the guest journey. With this in mind, we've compiled a comprehensive breakdown of the seven primary warning signs of an outdated hotel PMS system. Hoteliers, beware - these shortcomings could be standing in the way of your property's true potential! 1. Your Lobby is Filled with Lines, Rather than Happy Guests Long queues to the front desk were once a frustrating staple of the hospitality industry 一 but fortunately, those days are behind us. With the help of modern PMS systems, your property can offer guests complete autonomy over their on (and off) property experience with a choice between high-touch service, mobile check-in/out, keyless entry and self-service kiosks. Not only do guests appreciate being able to choose their preferred service model, but this ensures there are no unnecessary delays or complications derived from front desk lines and over-extended staff. If you're still using a legacy PMS without a mobile component, your guests will certainly notice...while they're waiting in line to your front desk. 2. Updates are Never Automatic - But Always Costly Perhaps one of the most notorious traits of legacy PMS platforms is their lack of automated updates. Systems that are not cloud-based or easily integrated will constantly require costly manual updates and upgrades, that often require a technician to install. And Every time you add a new app or features change, your legacy system will require a new update or configuration. Fortunately, mobile PMS systems can future-proof their hotels' business, through automatic upgrades and open APIs. Even better? No surprise, or hidden costs due to manual upgrades down the line - that's all taken care of, automatically and without interrupting your regular operations. Your property will be empowered to grow with unlimited interfaces while staying ahead of market trends.
Customer engagement and satisfaction is one area that is continually linked with a shift towards automation, especially as AI and self-serve platform
Self-serve hotel kiosks have exploded in recent years, offering a variety of benefits for hotel management and guests alike. These kiosks can check g
Technology-based self-service is everywhere these days enabling users to accomplish a wide range of tasks - from banking, to ordering pizza, checking
StayNTouch Inc. · 2 May
Brands today have reached a rather exciting crossroad within this digital age. On the one hand, consumers have expressed an undeniable demand for an increase in their digital experience that perpetuates a culture of convenience and instant gratification. However, on the other hand, there still exists a need for human touch across various touch-points within the consumer experience. So, the modern dilemma becomes, how does the human role fit into the rapidly evolving digital revolution? How can brands effectively utilize new-age technology to empower the consumer experience without losing grasp of certain integral human elements? Does a perfect balance of high-tech and high-touch service exist? If so, how does that look? Hospitality professionals are especially tuned in to this conversation, as we work to piece together a blueprint of the optimal guest experience. After all, in such a tech-driven world, it's hard to beat the convenience and simplicity of one-click, self-service digital connections and touch-points. But as brick and mortar hospitality is rooted in the traditional provision of a high-touch guest experience and accommodations, we can't neglect the timeless desire for an older, vintage tech - humans. A 2017 research report revealed that many companies across industries had placed too much reliance on digital technology in recent years while neglecting the more traditional service model. According to the report, companies need to develop experiences that allow their customers to easily move between digital and human interactions so that they can get the experience and service they want. It was also revealed that 77% of surveyed individuals crave human interaction when they need guidance. In fact, studies indicate that while 62% of consumers are in favor of using self-serve technologies (such as kiosks) to improve the in-store shopping experience, 78% are in favor of giving technology to sales associates to enhance their shopping experience instead. Not only that, but 68% of consumers had not yet used chatbots to get in touch with a brand, largely due to their desire to engage with real people when accessing services. So, what does this all mean? Hoteliers should use technology to enhance, not replace, the human element within the guest experience. When we consider the current, dominant trends shaping the modern guest experience, the topic of hyper-personalization is undeniably top of mind. Studies show that more than 55% of business travelers want customized offers for loyalty program credits and 84% of travelers think that a personalized hotel experience is "somewhat" or "very" important. Fortunately, technology empowers hoteliers to curate a more personalized experience that would otherwise be extremely difficult to achieve. With the help of artificial intelligence (AI), the internet of things (IoT), machine learning, and new-age platforms driven by actionable data, hoteliers can finally gain access to a more holistic view of each guest and their expectations. Further, with the use of these platforms, hotels can offer self-service options (such as mobile check-in/out, keyless entry, mobile concierge, self-service kiosks and more) to inspire a more efficient and convenient operational model. This all sounds fantastic, wouldn't you say? Of course, this brings us back to the original dilemma. If hotels are implementing new-age PMS and CRM systems that aggregate data to streamline previously manual touch-points, is that technology replacing the human touch? Not at all. While this technology surely inspires a more hands-off (or low-touch) service model for those guests who would prefer to interact with technology rather than staff, it ultimately implores guests to choose their desired service model. The inclusion of self-service, one-click technology that boasts a fast, frictionless experience is not meant to replace the traditional touch-points of interpersonal interaction with staff and high-touch attention - it's meant to complement it. When a hotel's operational structure is no longer overwhelmed with long-established frustrations (front desk lines and unnecessary delays), staff are finally empowered to interact with guests more freely, and in a more personalized and genuine manner. Not only does this pave the way to improved connections with guests, but with the actionable insights, prompts and upsell suggestions from intuitive PMS platforms, staff can truly personalize each interaction. Ultimately, guests are free to choose the path to service that best serves them at any given moment of their travel experience. Wherever a digital or self-service option exists, there also exists the choice to interact with a hotel staff member. It's this seamless transition from online to offline interactions that allows hotels to marry the perfect balance of high-tech and high-touch guest service. Ultimately, the need for technological investment and on-going digital reform is undeniable, but the dedication to a service model that is both accessible and personable remains paramount.. For the modern guest, convenience and choice are synonymous concepts - the more choice you provide each guest grants them access to a more personalized, seamless experience. Your new-age PMS or CRM platform is not the guest experience; instead, it contributes to the overall guest experience. Also, catering to what guests want? That's a value proposition with studies showing that more than half of shoppers are willing to pay a higher price for the customer experiences they value most. When considering your current operational ecosystem and the technology you have in place to capitalize on this blend of high-tech and high-touch service, consider the following: - Is the platform available in the cloud, accessible on any device and does it empower your staff to work from anywhere? - Whether guest-facing or staff-facing, is the platform straightforward and intuitive allowing consistent ease of use and increased efficiency? - Does it empower your guests with 'choice of service' to select the service model that best serves them (i.e., help from staff or a self-service kiosk) - Does it pull data from various sources to provide actionable insights for each guest, and equip your staff with targeted upsell offers to serve guests in a more personalized manner? - Does it enable mobile connectivity (smartphone, tablet, desktop, etc.) to establish instant connections with your guests via their mobile devices? If your current stack of hospitality platforms fails to deliver these primary features and allow you to bridge the gap between high-tech and human touch guest service, it might be time for an upgrade. Click here to learn more.
Over the last few years, we’ve witnessed a widespread consumer shift towards self-service automation. With so many options to access services indepen
StayNTouch Inc. · 25 Apr
Customer service is a segment that impacts brands across every industry - and yet, it's always on the move. Despite being a universally understood (and validated) concept, the perceived standard of what defines great customer service is continuously re-inventing itself according to evolving consumer expectations. With the continued influence of new technology, brands are implored to rethink their approach to customer service and stay one step ahead (or at the very least, on pace with) emerging customer expectations.
The hospitality industry has historically been bound to its traditions. In the business of making others feel comfortable and welcome – the foundatio
If you were to look at your typical day, how many tasks are aided by convenience? With the advent of smartphones, the rapid growth of the Internet an
New York, the city that never sleeps. And if you’re a tourist, you probably won’t get to sleep as according to a recent article featured on Skift, a
As we move through 2019, rate parity issues continue to be as big a deal as ever for hoteliers. According to a study by data intelligence platform OT
In today’s hospitality landscape, technology is a driving influence in a hotel’s appeal to guests, as they consciously seek out more tech-forward, mo
It’s no secret that a primary focus of every hotelier is to increase their bookings. With the increasing amount of accommodation options available to
A recent infographic asks, “Who is the Hotel Guest of 2020,” and how will evolving technological advances most likely shape their expectations. While
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