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The Ultimate Guide to Hospitality Technology (2021)

by
Hotel Tech Report
6 days ago

Did you know the average small business uses 40 different software applications, and the average hotel uses around 20? In an ideal world, every system in your hotel’s tech stack would help you automate tasks, reduce costs, grow revenue, and deliver a five-star guest experience. But we understand that getting up-to-date on the myriad of technology solutions available to hotels can be daunting! Where do you even start? In this article, we’ll introduce you to each piece of the hotel technology landscape, from revenue management to reputation management and everything in between. Drawing on insights from over 10,000 hotel software reviews written by hoteliers across the globe, this article will also highlight some top software vendors in each category. For more detailed testimonials and additional software choices, you’ll want to click over to the full list of vendors. Let’s dive in!     9 Hotel Operations Software Tools that Drive Efficiency This category of software includes the most essential technology for hotel operations: checking guests in, reconciling accounts, handling payroll, and getting feedback from guests. Your hotel’s size and complexity will determine which systems you need; small, limited-service hotels might be fine with a PMS and a payment processor, but a large resort could benefit from each category of software. 1. Property management systems (PMS): The PMS is the central hub for hotel operations. In this system, staff can check guests in and out, create and manage reservations, pull financial reports, manage guest profiles, and more. According to user reviews and analysis of system functionality, the top PMSs are Cloudbeds, Clock, and HotelTime, though there are over a hundred more great systems on the market. 2. Staff collaboration tools: Hotel staff are scattered across different floors, buildings, and shifts, so a communication platform is necessary to keep everyone on the same page. Systems like hotelkit, Monscierge, and ALICE can replace analog methods like walkie-talkies and logbooks, plus they can track tasks, reduce manual errors, and increase efficiency. 3. Housekeeping and engineering software: These tools digitize the operations of your housekeeping and maintenance departments, with the ability to automate task assignment, monitor real-time status of rooms or issues, and track task completion. Top software in this category includes hotelkit, Flexkeeping, and ALICE. 4. Guest feedback and surveys: Do away with the paper comment cards and give guests a digital platform to voice their feedback, such as GuestRevu, TrustYou, or Revinate. Not only are these tech solutions easy for guests to use, but they also allow hoteliers to customize, automate, and analyze guest comments and complaints. 5. Accounting and reporting: If your hotel accepts payments from guests and issues payments to employees and vendors, then you’ll benefit from an accounting and reporting system like myDigitalOffice, M3, or Omniboost. A modern accounting system reveals opportunities to reduce costs and maximize revenue, plus makes your accounting team more efficient with automated reports and integrations with other on-site software. 6. Payments Processing: Most guests prefer to pay for their reservations with credit cards, but a payment processing system is necessary to get the funds from the guest’s card into your hotel’s bank account. Payment processors like Profitroom, Mews Payments, and Adyen charge a small processing fee, but they make getting paid as seamless as possible. 7. Labor management: Hotels have dozens, if not hundreds, of employees, so scheduling is no easy task. Software such as Hotel Effectiveness’ PerfectLabor™, M3, and UniFocus include forecasting, insight into labor costs, and integrations with payroll and timekeeping systems.  8. Meetings and events: Whether your hotel has one private dining room or several floors of ballrooms and breakout spaces, meetings and events software can support every step of the sales and planning process - and the event itself. Highly rated meetings and events software includes Proposales, Event Temple, and Blockbuster by Duetto. 9. F&B and point-of-sale systems: The pandemic accelerated demand for features like contactless menus and online ordering, so there has been a huge wave of innovation in the F&B software space. Vendors like RoomOrders, Bbot, and Oracle’s MICROS can help restaurants modernize their operations, cut costs, reduce reliance on delivery platforms, and strengthen relationships with customers.   7 Revenue Management Tech Systems that Improve Yield Strategy The goal of revenue management is to sell the right room to the right guest at the right price, and revenue managers leverage a variety of software to achieve their RevPAR goals. 1. Revenue management systems (RMS): The secret weapon of any revenue manager is the RMS; this system analyzes historical data, market supply and demand, and forecasts to recommend the rates most likely to maximize revenue and profitability. You might also hear revenue management software like IDeaS, Duetto’s Gamechanger, or Atomize referred to as “yield management systems” or “pricing engines.” 2. Channel managers: A channel manager is the link between a hotel’s property management system and distribution channels like Booking.com, Expedia, and the GDS. Channel managers such as SiteMinder, Cloudbeds’ myallocator, and D-EDGE’s Smart Channel Manager allow hoteliers to make changes in one system, their PMS, rather than managing rates on each channel individually. 3. Central reservation systems (CRS): Larger hotels or hotels that are part of a chain or group might use a CRS to centralize all bookings, whether they’re made by call center staff, the hotel’s own website, or a third-party channel. The CRS will then send reservations to the PMS for room assignments. Popular CRSs include Pegasus, Windsurfer, and GuestCentric CRS. 4. Rate shopping and market intelligence: A key to revenue management success is selling competitive rates, but how do you know what your competitors are selling? Rate shopping tools, like OTA Insight, Siteminder Insights, and D-EDGE RateScreener, do the heavy lifting for you and present competitor rates and market forecasts in user-friendly dashboards and reports. 5. Parity management: OTAs ask hotels to provide rate parity, meaning selling the same rate across all channels, and, as a hotelier, you don’t want OTAs to sell cheaper rates than your hotel’s website. Parity management tools, like OTA Insight, FornovaDI, and Triptease give hoteliers access to dashboards that monitor rates across all channels in real-time. 6. Business intelligence: Revenue managers love data, but sometimes all that data is too much for Excel to handle. Business intelligence tools offer better solutions for slicing, dicing, and visualising data through dashboards and reports suitable for studying historical performance or predicting the future. Top BI applications include OTA Insight, Scoreboard by Duetto, and ProfitSage. 7. Upselling Software: Driving incremental revenue per guest is possible with upselling tools that automate the entire process - and use profile data and historical trends to serve the most compelling, personalized offers to each guest, like room upgrades or F&B items. Tools like Oaky, EasyWay Smart Upselling, and GuestJoy also enable hoteliers to start the upselling process before the guest arrives on property.   9 Guest Experience Platforms to Improve Satisfaction Scores How do you create a five-star guest experience in the digital age? A plethora of systems exist to delight guests, from contactless check-in solutions to modern in-room entertainment. 1. Guest messaging: Messaging platforms allow hotels to communicate with guests via their preferred platform: text messaging, email, or even apps like WhatsApp and Facebook Messenger. Top-rated systems like Monscierge, Whistle, and EasyWay support automated messaging and one central dashboard where staff can respond. 2. Keyless entry: Keyless entry software enables a guest to unlock their room or other secure areas like gyms or pools with a wave of their smartphone. Systems like Mobile Access by ASSA ABLOY, FLEXIPASS, and Openkey.co offer integrations with PMSs for a seamless arrival experience. 3. Guest apps: Digitize your in-room directory with a hotel app like ALICE, INTELITY, or Duve. These downloadable apps put everything guests need to know at their fingertips, from contact info and directions to room service menus and local recommendations.  4. Contactless check-in: In the wake of the pandemic, guests prefer a contactless arrival process, and software like EasyWay, Canary, and Duve make it easy for hotels to pivot to a fully digital check-in. Functionality includes ID scanning, digital registration cards, upselling, payment processing, and arrival time coordination. 5. In-room tablets: Just like the smartphone replaced our digital cameras and rolodexes, an in-room tablet can replace your rooms’ telephones, directories, room service menus, TV remotes, thermostats, and more. Tablet providers like SuitePad, Crave Interactive, and INTELITY are even proven to increase guest satisfaction and revenue. 6. Energy management: These systems have two goals: decrease your hotel’s energy costs and reduce your hotel’s environmental impact. Vendors like Verdant Energy Management Solutions, Telkonet, and EcoStruxure are designed with hotels in mind and seek to not only decrease costs, but also enhance the guest experience. 7. Guest room entertainment: Today’s guests want more than local cable channels on their guestroom TVs; systems like Monscierge ZAFIRO IPTV, and Sonifi provide interactive content and entertainment for all types of hotels, plus additional marketing and engagement opportunities you couldn’t get with traditional TV. 8. Mobile ordering/F&B: Bbot, RoomOrders, SABA F&B Ordering, and other systems provide an essential piece of technology for hotels and restaurants: mobile ordering. With this software, guests and customers can access menus, place orders, and pay from their smartphones, and F&B outlets can better manage order fulfillment and deliver an end-to-end contactless experience. 9. Hotel Wi-Fi: What was once a premium add-on is now an essential amenity at hotels, especially with a growing segment of travelers working remotely. To offer reliable high-speed internet access, hotels can partner with vendors like Cisco (Meraki), Percipia, or GuestTek that offer implementation services and ongoing support.   9 Marketing Tools to Lower Acquisition Costs and Drive Direct Bookings Of course, you don’t need any of the software listed above if nobody knows about your hotel! Marketing software allows you to tap into new audiences of guests and build relationships with your existing guest base. 1. Booking engines: For hoteliers seeking to increase direct business, a booking engine is essential. This software allows guests to book reservations on your hotel’s website by displaying rates and availability from your PMS, then integrating reservations into the PMS. Cloudbeds, Bookassist, and SiteMinder offer some of the best booking engines.  2. Reputation management: A reputation management tool helps you request, track, analyze, and respond to guest reviews across sites like Tripadvisor and Google and your own surveys. Some of the industry leaders are TrustYou, GuestRevu, and Revinate, and they can even assist in increasing guest review scores by revealing insights about guest sentiment. 3. Website builders and content management systems (CMS): Outsourcing your website design isn’t necessary with a CMS; these tools allow you to build, edit, and organize website pages and content, and they support integrations with booking engines, payment processors, widgets and more. Smart CMS by Bookassist, Profitroom, and Net Affinity are some of the top website builders. 4. Direct booking tools: If you want to increase direct bookings, then an app like Triptease, Hotelchamp, or TrustYou can boost the number of shoppers who complete bookings on your hotel’s website. These tools let you display personalized messages, snippets of guest reviews, price comparison widgets, and more - all of which give guests reasons to book direct instead of on an OTA. 5. Digital marketing agencies: Don’t have the time or resources to handle digital marketing in-house? A digital marketing agency can lend their expertise to help your hotel succeed in search engine marketing, social media, content creation, and PR. Bookassist, Avvio, and Net Affinity are some of the leaders in this space. 6. Social media tools: Whether you’re trying to build a new audience or stay in touch with past guests, social media is an important component of your hotel’s marketing strategy. Social media vendors like BCV, Sprout Social, and Travel Media Group can help you achieve your reach and engagement goals. 7. Metasearch and ad tech: Metasearch channels, like Google, Kayak, and Tripadvisor, are powerful drivers of traffic to your hotel website - if you leverage them effectively. These sites require special connectivity and a bidding strategy, and tools like Bookassist, Avvio, and Koddi will help you manage budgets, track attribution, and understand market dynamics. 8. Website live chat/chatbots: Potential guests shopping on your website want answers now - without needing to pick up the phone. A chatbot, like one from Asksuite, Quicktext, or Whistle, use artificial intelligence to answer guest questions quickly and accurately, plus capture leads and increase conversion on your website. 9. Hotel CRM: Your database of guest email addresses is a gold mine - if you can leverage it strategically. A CRM system, such as Revinate, Profitroom, and dailypoint 360, allows you to capture email addresses on your website, send automated messages throughout the guest’s journey, create segments of profiles with specific characteristics, and analyze open rates, click-through rates, and conversion.   F&B and MICE The food and beverage and meetings and events components of the hotel industry have their own technology solutions too. Whether you’re trying to streamline your room service offerings or support citywide conferences in a maze of meeting spaces, you can find software to help you execute any type of service or event. 1. Restaurant management: In order to run a restaurant smoothly, restaurateurs leverage point-of-sale software to manage stock in real-time, handle transactions, reserve tables, run reports, and more. Popular restaurant management software includes Vento ePOS, Oracle MICROS, and Lightspeed POS. 2. Mobile ordering and room service: Contactless service is the latest trend in F&B, but it seems likely to become the norm. Mobile ordering systems, such as Bbot, RoomOrders, and SABA F&B Ordering, allow restaurants to upload digital menus, accept online orders, and receive contactless payments, and customers can feel confident in more efficient service and accurate orders and bills. 3. Meetings and events intelligence: This category of software aims to help hoteliers maximize their meetings and events business by understanding market dynamics, uncovering insights about attendees, and optimizing pricing and space usage. Top meetings and events intelligence tools include Blockbuster by Duetto, IDeaS (SmartSpace), and Get Into More. 4. Group sourcing and RFP tools: Without software to assist, the RFP process is tedious. RFP software, such as Proposales, MeetingPackage, and Venuesuite, moves this process online and helps you to automate it, making all the back-and-forth more efficient and helping sales teams reach their goals. 5. Event management: Software doesn’t just help your sales team seal the deal, but also to plan and execute the event itself. Event Temple, Tripleseat, EVENTMACHINE, and others provide functionality to send proposals, get e-signatures, manage traces, communicate with clients, and create and edit BEOs and agendas.   Looking for more resources on hotel industry software? Download the free 2021 HotelTechIndex Market Leaders Report.

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Clever Digs: IHG Hotels & Resorts and Josh.ai Create Hotel Room of the Future

by
Nader
1 week ago

Introducing artificial intelligence in a way that feels natural. IHG Hotels & Resorts – known for venerable brands like InterContinental Hotels & Resorts, Holiday Inn, Crowne Plaza Hotels & Resorts and Hotel Indigo – has designed the guest room of the future, partnering with Josh.ai to create a voice-controlled smart room at the Kimpton Rowan hotel in Palm Springs, CA. IHG is the first global hotel company to deploy Josh.ai – which builds upon its award-winning presence in the world’s most advanced residential properties – and is the only AI on the market committed to privacy, data security, and natural interactions with connected living spaces. A 2021 report from Euromonitor found that consumers are actively seeking digital services and experiences, like Josh.ai, which empower users through inclusivity, improve their quality of life, and promote personalization and well-being. The Josh.ai software features purpose-built natural language processing that understands multiple requests in one command; searches for specific music and video content through deep-linking; and leverages location and contextual awareness. Guests also have limitless capabilities at their fingertips through the intuitively designed Josh app. “We are constantly exploring next-generation technology to give guests epic experiences as they return to our hotels,” said Brian McGuinness, SVP, Global Guest Experience Shared Services, IHG Hotels & Resorts. “Josh.ai has never been used in a hotel room before and we look forward to discovering how AI can be more widely adopted by our properties around the world. We take great pride in pushing ourselves when it comes to digital innovation in hospitality.” A first for hotel guest rooms, each brand has been thoughtfully selected to promote well-being and performance, with a design aesthetic fitting of IHG’s Luxury & Lifestyle collection. The “hotel room of the future” explores the potential of guest interaction with their environment and employs connected devices that are borrowed from luxury smart homes across the globe, including:  Josh Micro is expanding its capabilities beyond convenient and secure automation of the room by introducing built-in hotel concierge responses, ensuring guests are informed of everything the Kimpton and Palm Springs has to offer during their stay. Ketra lighting, by Lutron, makes its hotel room debut, promoting well-being through tunable lighting that transitions with the natural rhythms of daylight. Guests can set the perfect mood by adjusting the color temperature from warm to cool, as well as the vibrancy and saturation of their lights. Lutron shades seamlessly provide privacy while balancing exposure to daylight in the bathroom.  Sonos speakers with an Arc soundbar tune every stay to the right beat with access to any genre, album, artist, or song. Whether a guest is watching TV or listening to music, the room will be filled with immersive and impeccable surround sound.  Samsung’s Frame TV transforms from an art piece to a high-performance 4K QLED display when guests are ready to watch their favorite content.  DISH TV offers guests a fully integrated live entertainment experience with the power of voice or tactile control. Watching favorite channels, shows, sports, and movies has never been easier. Roku provides access to popular streaming platforms like Netflix, Hulu, and more so that guests can enjoy the comforts of home by binge watching a show or turning on a movie.  IPORT is powering Josh.ai’s unlimited manual control of the room with its sophisticated iPad mounting solution. Guests will always have access to adjust the room to their exact specifications through the user-friendly Josh app.  “At Josh.ai we are hyper focused on delivering experiences that are simple, privacy-focused, and magical,” said Alex Capecelatro, CEO of Josh.ai. “Our partnership with IHG couldn’t be a better fit as we endeavor together to transform the hospitality experience with natural voice control of lighting, shades, music, TV, and more! For example, guests can give a command like, ‘set the lights to warm white, listen to Hotel California, watch the Golf Channel, and when is happy hour?’ and Josh.ai will handle the rest.” To learn more about the “hotel room of the future,” please visit this interactive digital tour.   

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What Will the Future of Hotel Sustainability Look Like?

by
Gregor Herz
3 weeks ago

Climate change has been in the news again recently with a very stark warning from the UN's Intergovernmental Panel on Climate Change (IPCC). They concluded that global temperatures are rising at an unprecedented rate and that this should be considered a “code red for humanity”, according to UN chief, Antonio Guterres.  There have been strong indications that many areas previously thought to be low risk from the effects of climate change are now being affected. Recently, Greece—one of the Mediterranean’s top destinations—experienced the worst wildfires in living memory. Earlier this year, the west of Germany and surrounding countries saw extensive flash flooding and soil erosion that claimed the lives of over 180 people. 150 are still missing. And in Canada and the northwest United States, temperatures reached 49.6C (121.3F). The resulting wildfires and extreme temperatures are together thought to be responsible for over 1000 deaths in the region. Whole towns have been wiped off the map as a result.  With such damning evidence of the consequences of climate change, there are changes that need to be made across all industries. According to the Sustainable Hospitality Alliance, 1% of the world’s carbon emissions result from the hotel industry. 1% is a substantial chunk and as tourism continues to grow, this share or the world’s carbon emissions that hotels are responsible for will likely increase. What can hotels do to help contribute to a greener, more sustainable world? We’ve put together 5 ways hotels can become more sustainable in the future.   1. Focus on rewilding  Hotels rely heavily on tourism, and tourism relies heavily on beautiful scenery, wonderful wildlife, and clear oceans. The climate crisis has raised awareness of the need for rewilding. Rewilding means allowing areas of land to be left untouched indefinitely to enable parts of the natural world to regenerate to their former glory. Rewilding doesn’t only increase native fauna and flora, it also helps create carbon sinks that take carbon dioxide from the atmosphere and release oxygen back into the atmosphere. As people try to reduce the concentration of carbon dioxide in the Earth’s atmosphere, rewilding is an important and cost-effective weapon against global warming. Rewilding also protects regions from natural disasters such as flooding and landslides. The increased legislation binds with the soil to ensure it’s locked in place, and the natural barristers caused by trees and bushes helps reduce the impact of floodwaters that accumulate on land developed by humans. The hotel industry needs to start raising awareness and supporting the rewilding movement if they want to continue to benefit from the pristine scenery that’s so crucial to attracting guests. This includes lobbying for international cooperation on creating rewilding zones around the world on land and in the oceans. Educating guests at hotels on the importance of these initiatives will help drive support for rewilding from the general public, ultimately helping hotel businesses thrive in the future and improve conditions for humans everywhere.   2. Reduce the impact of hotels on the environment Hotels use huge amounts of resources to run their business. Even when there are very few guests staying, the hotel still needs to provide heating, lighting, and restaurant services to guests. These are examples of energy-intensive requirements that hotels always need to provide no matter the number of guests staying at any one time. To reduce their impact on the environment, hotels need to invest in solutions that enable guests to make environmentally-friendly choices during their trips. By offering guests the chance to drive the green revolution in hotels, the perception of the level of service that hotels offer won’t suffer—guests don’t like being told they need to make changes, but if they choose to make them themselves, they’re much more likely to view them favorably. An example of how modern technology can enable guests to make more eco-conscious decisions is SuitePad’s Green Option. Using push notifications the Green Option works much like the traditional “do not clean” sign on the door, but due to its digital format, it actively encourages guests and can notify them of the impact their choice can have on the environment. Some hotels also offer small incentives such as vouchers or free drinks to incentivize guests to make this choice. These types of features will soon start to become more commonplace at hotels as they seek to become more eco-friendly.   3. Rediscovering the staycation The term “staycation” is synonymous with the COVID-19 pandemic, but it could be here to stay. While vacationing locally or within your own country was a good way of helping reduce the transmission of the virus, it’s also an effective way of reducing travelers’ carbon footprint. With hydrogen power aircraft and solar-powered vehicles still a long way off, there’s a real incentive to reduce consumer carbon emissions. One return flight from Europe to the US produces as much carbon dioxide as the average vehicle owner produces from their car in a year. And this problem can’t be sorted with short-haul flights. In fact, short-haul flights are just about the most environmentally damaging way of traveling as airplanes use huge amounts of fuel to get off the ground. If you’re only traveling a few hundred miles, short-haul flights clock up the highest CO2 per mile ratio besides space travel. For hotels, this may mean switching their focus to people visiting from more locally. In places like Europe, this may be stretched to people from other countries that can be easily connected by train. By making tourism more local, the industry can significantly reduce carbon emissions, but it will take input from the airlines, hotel, and restaurant industries to achieve this. The good news is that this may not last forever. Engineers around the world are working on producing much more efficient and eco-friendly forms of travel including solar-powered cars and hydrogen-powered aircraft. Major advances in battery technology have also made electric cars much better than most people thought possible, and if this technology is adapted for airplanes and they are charged using renewably produced electricity, global air travel will enter a whole new, eco-friendly era.   4. Redefining extravagance Some of the most greenhouse gas-producing aspects of tourism are equated with decadence and luxury. Superyachts, for example, contribute a huge amount of carbon emissions and ocean garbage build up in some of the world’s more important ocean ecosystems. Despite this damage being well documented, there is very little currently being done to reduce these contributions, and the demand for chartering superyachts is on the increase. Of course, superyachts are not the only contributing factor, but they are a good example of how the modern superrich lifestyles of many people can contribute to climate change. Instead, there needs to be a shift in what extravagance and luxury really mean. It needs to be cool, exciting, and ultimately, desirable, for hotel guests to notably reduce their impact on the environment. This could come in the form of encouraging them to pay towards charity organizations when they book their vacation, or it could come in the form of making taking the time to actively contribute to rewilding projects while they’re on vacation. Rather than yachting over the world’s most pristine coral reefs,  why don’t we encourage people to take the time to contribute to coral reef rebuilding projects? These kinds of activities need to be prioritized and rebranded as attractive representations of extravagance if we are to help reduce the hotel and tourist industry’s impact on the environment.   5. Moderating business travel Before the pandemic, business travel was a common feature of a globalized business world. But, the increase in the need for video conferencing technology has shown that businesses can significantly cut the need for travel. In the future, businesses will need to make decisions as to whether it’s worthwhile or environmentally sustainable to send staff abroad for business trips when the meeting or conferences they are attending could easily be done online.  The reduction in business travel will also likely have an impact on the demand for business hotels, meaning that many business hotel owners will need to diversify their business to offer services to non-business guests.   Understanding the future of hotel sustainability Hotel sustainability will hinge on using innovative technology, changing attitudes, and moderating expectations. But, with time, new more sustainable travel and hospitality technology will enable hotels to return to operations much like we have today. Until then, it’s imperative that hotels do their bit in trying to reduce their impact on the environment.

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What is MTBF? Mean Time Between Failures in the Real Estate Industry

by
Hotel Tech Report
1 month ago

Ever get the sense that your maintenance team is reactively making repairs as they pop up rather than proactively preventing those problems during downtime? It can get frustrating -- especially when it affects the guest experience and your hotel’s ability to make money on all available rooms. That’s why the Mean Time Between Failures, or MTBF, is an important maintenance management metric for hotel operators. This failure rate metric gives you a baseline prediction for how long mechanical and electrical systems will function in between repairs. These predictions put shape and structure around your near-term preventative maintenance plans and long-term capital expenditures. In this article, we're going to help you understand the importance of MTBF for efficient and profitable hotel operations. You'll learn what MTBF is, how to calculate MTBF and how to use MTBF in your hotel. We’ll also equip you with two other maintenance and reliability metrics that will reshape how you approach maintenance ops at your hotel!   What’s MTBF (+MTBF Calculation)? MTBF stands for the mean time between failures. It's the average period of time that equipment or electronic systems operate between failures. You can think of this as “uptime” or “useful time.” In other words, MTBF is a reliability metric!   To calculate MTBF, pull a failures report for a given system and then calculate the amount of time or period of time between each failure. Then, add up the total time between failures and divide by the total number of failures. Here’s an example for an in-room HVAC system:  -Starts February 1st, fails Feb 28th: 28 days -Starts April 1st, fails May 19th: 49 days -Starts May 23rd, fails July 4th: 42 days MTBF = (28+49+42)/3 = 39.67 days Most hotel systems will be calculated in days. For systems that require more precision, it may make sense to shorten the intervals to hours and minutes.  A perfect example of  the benefit of position is your laundry facility. A failure of one of your industrial-sized laundry machines during a peak period could really affect your ability to flip rooms and serve your guests. You could mitigate this risk by closely monitoring the MTBF of your machines to predict when they may need service outside of scheduled maintenance.  One thing to note: MTBF doesn't include the time it takes to make repairs and re-enter service. It’s only the time between when the equipment or electronic system enters service and when it fails. Repair time isn't an important thing to include because you’re really trying to get at the functional uptime and reliability of individual systems.  The MTBF value is an important step to increasing the lifespan of your physical assets through smart building and equipment management - but measurement is only the first step.   How to Use MTBF in Real Estate and Hotel Operations MTBF is an ally in optimizing your hotel’s operations. By monitoring the failure of mechanical and electronic systems, it keeps your preventive maintenance schedule on track, prevents problems from escalating, and extends the useful life of your capital expenditures. Preventative maintenance: MTBF is a key component of data-driven preventative maintenance. Continuing the example above, if you know that your average HVAC failure occurs every 39 days, you can proactively schedule your preventative maintenance and take the room out of service to avoid a negative guest experience. You can also budget internal labor and external resources accordingly so that you are not surprised by “unexpected” expenses that could actually have been predicted by the data. Identifying problematic equipment: MTBF also helps you optimize your operations by identifying areas of concern. If the MTBF of your in-room HVACs dips to 20 days, then that’s a problem! Either something is affecting your mechanical systems or they’re getting old and you need to allocate budget for upgrades. Either way, your profitability will quickly be impacted by overspending on repairs and taking too many rooms out of service.  Safety: Some areas of concern may actually be related to safety. While it's inconvenient to have no air conditioning in a guest room, it could be a safety issue when an elevator fails or a hot water heater breaks. MTBF helps you keep an eye on mission-critical and safety-related equipment. Extending useful life: Since it tracks the operational performance of mechanical and electronic systems, MTBF also helps you extend the useful lifetime value of your investments. The better you are at managing your assets, the stronger your profitability. It’s a simple fact that separates the best hotel operators from the rest.  Evaluating new tech: MTBF is a helpful criteria when choosing systems for your hotel. You should ask vendors for this metric and dick into how they calculated it. Then, talk to other hotels to verify that number. As we all know, equipment may not last as long as vendors predict! Once you have an idea of how long a TV, door lock, POS terminal, or other system lasts, you can plan accordingly.   Can MTBF Be Used for Non-Repairable Items? Great question! The answer is no. MTBF is used for items that can be repaired more than once. For items that must be replaced upon failure, such as light bulbs, we use Mean Time To Failure (MTTF). So if a light bulb fails every 5.6 years, then it's MTTF is 5.6 years. MTTF can be used for all kinds of single-use/non-repairable items across your property to make more precise expense forecasts, which then influence your forecasted capital investments and bottom-line profitability.   Other Maintenance Metrics for Hotels In addition to MTBF and MTTF, there are two other key metrics for managing preventative maintenance and extending the life of your equipment: MTTD is the mean time to detect, or the time that it takes your team to detect an issue once it's occurred. Thankfully, smart devices and connected systems detect issues in real-time, thus pushing MTTD  for certain systems to zero. Even so, you may want to encourage faster detection by tracking MTTD in your preventive maintenance plan, MTTR is the mean time to repair, or the time that it takes you to fix an issue once it's detected. This actually has a very real impact on hotel operations, as having rooms and other equipment out of service affects the guest experience and bottom-line profitability.  As a metric of efficiency and proactivity, your maintenance team should always strive to shorten the mean time to repair.   Getting Started With MTBF The first step is to start tracking failures. Your preventative maintenance software can do this for you or you can use a simple spreadsheet. These logs are essential to monitoring the time between failures; without that information, you can't optimize performance. If your team is not already in the habit of logging equipment issues, make it a priority to train everyone on the new system. They will need to log the time of failure and the time of repair completion so that you can calculate MTTR and MTBF. For non-repairable items, it would just be the time of failure for an accurate calculation of MTTF.   With those metrics, you’ll have much greater control over maintenance costs and repair times, which have a direct line to profitability and capital expenditures!

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Registration Officially Opens for the 2022 HotelTechAwards

by
Hotel Tech Report
1 month ago

Registration is now open for the 2022 HotelTechAwards (hoteltechawards.com), the industry's only data-driven awards platform that recognizes best-of-breed hotel technology companies who win in the eyes of the judges that matter most - their customers. Last year's 2021 HotelTechAwards Winners included top hotel technology companies such as Cloudbeds (PMS), ALICE (Guest App), Revinate (Hotel CRM), IDeaS Revenue Solutions (RMS), OTA Insight (Rate Shopper), and ASSA ABLOY Global Solutions (Mobile Key). "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value," says SiteMinder CEO Sankar Narayan. Narayan's sentiments are mirrored by ALICE co-founder Alex Shashou, "The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year." Companies will compete for category leadership across marketing, revenue management, guest experience, operations and sales technology. Hotel technology companies ranging from hardware to software and service businesses like digital marketing agencies are eligible for nomination. Dozens of companies around the world have already pre-registered for the competition. Registration closes on September 1st. Voting will take place through December 15, 2021, and winners of the 2022 HotelTechAwards will be announced on January 15, 2022. "As a former hotelier there was ultimately one thing my team wanted to know about prospective technology partners," says Jordan Hollander, co-founder of Hotel Tech Report, "We wanted to know what other hoteliers like us thought about the service providers, that they were tried and true and that the company could deliver on their sales promises. The HotelTechAwards were designed to do exactly that - they help hoteliers see what people like them honestly think about products and services to help them make better decisions for their properties."

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IT & Building Management Category Press Releases

Clever Digs: IHG Hotels & Resorts and Josh.ai Create Hotel Room of the Future

Josh.ai
1 week ago

Introducing artificial intelligence in a way that feels natural. IHG Hotels & Resorts – known for venerable brands like InterContinental Hotels & Resorts, Holiday Inn, Crowne Plaza Hotels & Resorts and Hotel Indigo – has designed the guest room of the future, partnering with Josh.ai to create a voice-controlled smart room at the Kimpton Rowan hotel in Palm Springs, CA. IHG is the first global hotel company to deploy Josh.ai – which builds upon its award-winning presence in the world’s most advanced residential properties – and is the only AI on the market committed to privacy, data security, and natural interactions with connected living spaces. A 2021 report from Euromonitor found that consumers are actively seeking digital services and experiences, like Josh.ai, which empower users through inclusivity, improve their quality of life, and promote personalization and well-being. The Josh.ai software features purpose-built natural language processing that understands multiple requests in one command; searches for specific music and video content through deep-linking; and leverages location and contextual awareness. Guests also have limitless capabilities at their fingertips through the intuitively designed Josh app. “We are constantly exploring next-generation technology to give guests epic experiences as they return to our hotels,” said Brian McGuinness, SVP, Global Guest Experience Shared Services, IHG Hotels & Resorts. “Josh.ai has never been used in a hotel room before and we look forward to discovering how AI can be more widely adopted by our properties around the world. We take great pride in pushing ourselves when it comes to digital innovation in hospitality.” A first for hotel guest rooms, each brand has been thoughtfully selected to promote well-being and performance, with a design aesthetic fitting of IHG’s Luxury & Lifestyle collection. The “hotel room of the future” explores the potential of guest interaction with their environment and employs connected devices that are borrowed from luxury smart homes across the globe, including:  Josh Micro is expanding its capabilities beyond convenient and secure automation of the room by introducing built-in hotel concierge responses, ensuring guests are informed of everything the Kimpton and Palm Springs has to offer during their stay. Ketra lighting, by Lutron, makes its hotel room debut, promoting well-being through tunable lighting that transitions with the natural rhythms of daylight. Guests can set the perfect mood by adjusting the color temperature from warm to cool, as well as the vibrancy and saturation of their lights. Lutron shades seamlessly provide privacy while balancing exposure to daylight in the bathroom.  Sonos speakers with an Arc soundbar tune every stay to the right beat with access to any genre, album, artist, or song. Whether a guest is watching TV or listening to music, the room will be filled with immersive and impeccable surround sound.  Samsung’s Frame TV transforms from an art piece to a high-performance 4K QLED display when guests are ready to watch their favorite content.  DISH TV offers guests a fully integrated live entertainment experience with the power of voice or tactile control. Watching favorite channels, shows, sports, and movies has never been easier. Roku provides access to popular streaming platforms like Netflix, Hulu, and more so that guests can enjoy the comforts of home by binge watching a show or turning on a movie.  IPORT is powering Josh.ai’s unlimited manual control of the room with its sophisticated iPad mounting solution. Guests will always have access to adjust the room to their exact specifications through the user-friendly Josh app.  “At Josh.ai we are hyper focused on delivering experiences that are simple, privacy-focused, and magical,” said Alex Capecelatro, CEO of Josh.ai. “Our partnership with IHG couldn’t be a better fit as we endeavor together to transform the hospitality experience with natural voice control of lighting, shades, music, TV, and more! For example, guests can give a command like, ‘set the lights to warm white, listen to Hotel California, watch the Golf Channel, and when is happy hour?’ and Josh.ai will handle the rest.” To learn more about the “hotel room of the future,” please visit this interactive digital tour.   

Registration Officially Opens for the 2022 HotelTechAwards

Hotel Tech Report
1 month ago

Registration is now open for the 2022 HotelTechAwards (hoteltechawards.com), the industry's only data-driven awards platform that recognizes best-of-breed hotel technology companies who win in the eyes of the judges that matter most - their customers. Last year's 2021 HotelTechAwards Winners included top hotel technology companies such as Cloudbeds (PMS), ALICE (Guest App), Revinate (Hotel CRM), IDeaS Revenue Solutions (RMS), OTA Insight (Rate Shopper), and ASSA ABLOY Global Solutions (Mobile Key). "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value," says SiteMinder CEO Sankar Narayan. Narayan's sentiments are mirrored by ALICE co-founder Alex Shashou, "The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year." Companies will compete for category leadership across marketing, revenue management, guest experience, operations and sales technology. Hotel technology companies ranging from hardware to software and service businesses like digital marketing agencies are eligible for nomination. Dozens of companies around the world have already pre-registered for the competition. Registration closes on September 1st. Voting will take place through December 15, 2021, and winners of the 2022 HotelTechAwards will be announced on January 15, 2022. "As a former hotelier there was ultimately one thing my team wanted to know about prospective technology partners," says Jordan Hollander, co-founder of Hotel Tech Report, "We wanted to know what other hoteliers like us thought about the service providers, that they were tried and true and that the company could deliver on their sales promises. The HotelTechAwards were designed to do exactly that - they help hoteliers see what people like them honestly think about products and services to help them make better decisions for their properties."