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Hotel Tech Industry Launches $350k Ukraine Relief Initiative HospitalityforPeace.org

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Hotel Tech Report
4 months ago

HospitalityforPeace.org launched through an alliance of hotel tech companies that came together to provide direct aid to those affected by the Ukrainian humanitarian crisis.   The group has raised $290,500 in commitments from hotel tech companies, venture capital firms and individuals in the broader hotel industry with a goal of reaching $350,000 in donations by April 15th. Over the next 30-days, founding members Mews, Tidemark, M3, SiteMinder, Duetto, Impala and Hotel Tech Report will match donations to the campaign when donors contribute to one of the certified causes at HospitalityforPeace.org. Leading hotel tech and venture firms have already joined as first mover corporate donors such as: Peakspan, Hotel Effectiveness, Oaky, ALICE, Transcendent, ProfitSword, ASG, INTELITY, Screen Pilot, Maestro, The Hotels Network, Karbon, Thynk and hotelkit. “We watched the humanitarian crisis unfold in Ukraine as a community and agreed that we couldn’t stand idly by.  Collectively we decided that we’d be able to make more of an impact together than through individual company initiatives,” says project organizer Adam Hollander, “The fact that within the first week of launching this initiative we’ve already raised more than $290k is a testament to the rapid impact we can have by working together as an industry.”   Members of the hospitality industry can contribute to the initiative by sharing the link with friends and colleagues as well as by donating directly to a cause that is certified by HospitalityforPeace.org and sharing their donation receipt with campaign organizers.  Individual donations will be matched by corporate partners to amplify the impact of each dollar raised. Global peace is central to travel demand and a broader European conflict could potentially damage the travel industry even more than COVID. Additionally, Ukraine is an innovation hub with hundreds of hotel and hotel tech companies employing engineers in the country. Each day that Ukrainian engineers are holding rifles instead of writing code – innovation slows down.   About HospitalityForPeace.org Hospitality for Peace is an industry wide pledge to donate funds towards verified Ukrainian humanitarian causes.  Donors simply select the certified 501(c)3 nonprofit of their choice and forward their donation receipt to the campaign email address for inclusion in the matching program.  The campaign has an overall goal to raise $350,000 in 30-days.  

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Guest Experience Category Press Releases

Hotel Tech Industry Launches $350k Ukraine Relief Initiative HospitalityforPeace.org

Hotel Tech Report
4 months ago

HospitalityforPeace.org launched through an alliance of hotel tech companies that came together to provide direct aid to those affected by the Ukrainian humanitarian crisis.   The group has raised $290,500 in commitments from hotel tech companies, venture capital firms and individuals in the broader hotel industry with a goal of reaching $350,000 in donations by April 15th. Over the next 30-days, founding members Mews, Tidemark, M3, SiteMinder, Duetto, Impala and Hotel Tech Report will match donations to the campaign when donors contribute to one of the certified causes at HospitalityforPeace.org. Leading hotel tech and venture firms have already joined as first mover corporate donors such as: Peakspan, Hotel Effectiveness, Oaky, ALICE, Transcendent, ProfitSword, ASG, INTELITY, Screen Pilot, Maestro, The Hotels Network, Karbon, Thynk and hotelkit. “We watched the humanitarian crisis unfold in Ukraine as a community and agreed that we couldn’t stand idly by.  Collectively we decided that we’d be able to make more of an impact together than through individual company initiatives,” says project organizer Adam Hollander, “The fact that within the first week of launching this initiative we’ve already raised more than $290k is a testament to the rapid impact we can have by working together as an industry.”   Members of the hospitality industry can contribute to the initiative by sharing the link with friends and colleagues as well as by donating directly to a cause that is certified by HospitalityforPeace.org and sharing their donation receipt with campaign organizers.  Individual donations will be matched by corporate partners to amplify the impact of each dollar raised. Global peace is central to travel demand and a broader European conflict could potentially damage the travel industry even more than COVID. Additionally, Ukraine is an innovation hub with hundreds of hotel and hotel tech companies employing engineers in the country. Each day that Ukrainian engineers are holding rifles instead of writing code – innovation slows down.   About HospitalityForPeace.org Hospitality for Peace is an industry wide pledge to donate funds towards verified Ukrainian humanitarian causes.  Donors simply select the certified 501(c)3 nonprofit of their choice and forward their donation receipt to the campaign email address for inclusion in the matching program.  The campaign has an overall goal to raise $350,000 in 30-days.  

Registration Officially Opens for the 2022 HotelTechAwards

Hotel Tech Report
6 months 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."

Monscierge Achieves Level III Global Support Certification

Hotel Tech Report
6 months ago

This week, Monscierge earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “Elena and the Monscierge team have developed data driven processes to closely facilitate pre-emptive and reactive support that is carefully constructed from highly polished scripted self service video tutorials all the way through support ticket followup with built in SLA tracking. In fact, the team is so confident in their systems and processes they even opened up their internal customer satisfaction surveying tool to share their excellent scores with Hotel Tech Report.” Hotel Tech Report co-founder Adam Hollander. "The customer experience is designed into everything we do as an organization. One of our core values is to ‘wow’ our customers and to exceed their expectations. Our customer support team is called our Customer Experience team, because we want our customers to have the best experience we can possibly provide. We focus relentlessly on making things easy and simple for our customers." Marcus Robinson, CEO @ Monscierge The below GCSC assessment outlines the verified systems and processes that Monscierge has in place to educate, train, retain and support customers. Monscierge's GCSC Assessment Summary  Rubric Score: 26/34 Certification Level: III Customer Orientation: Customer Centric Recommendation: Highly Recommended Support Team Size: 5 Support Team Leaders: Elena Cormio, VP Customer Experience Certification Period: October 1, 2020-October 1, 2021 Support Stack: Calendly, Zendesk, Hubspot, Slack, Google Drive, Jira, Survey Monkey   GCSC Support Rubric Section I: Pre-Emptive Support  The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that Monscierge has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless. GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that Monscierge has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, Spanish, French, Italian) 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's are monitored and upheld.   GCSC Support Rubric Section III: Customer Success & Coaching While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that Monscierge has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product.   GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that Monscierge has in place for clients: 4.11 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 100 verified client reviews. 4.12 4.7-avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 4.13 Vendor Confidence: The vendor has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners. For more information please visit: https://partners.hoteltechreport.com/global-support-certification/

15 Tech Companies Partner to Solve the Hotel Industry’s Billion Dollar Problem

Hotel Tech Report
6 months ago

15 technology companies have come together to create transparency for hotel technology buyers around the world.  The initiative, facilitated by Hotel Tech Report, rates hotel software vendor customer support processes on more than 30 key variables to help buyers make better partner decisions. Each year hotel owners lose billions of dollars due to software downtime and unused features.  By leveraging the new GCSC Global Customer Support Certification, hoteliers can confidently enter new technology partnerships with transparency into the support systems that are in place to mitigate such issues.  Software inevitably goes down and great customer support is the best defense against steep losses. Hoteliers who work with Hotel Tech Report Support Certified vendors also know that those partners have invested in training materials and content to ensure that their teams have everything they need to realize successful outcomes. The certification creates accountability in the vendor community to maintain the highest levels of service for clients through an annual audit by analysts at Hotel Tech Report, the world’s largest technology research platform and online community for the global hotel industry. Leading firms such as Mews Systems, OTA Insight and IDeaS Revenue Solutions have been key supporters of this new industry standard which paves the path for better relationships between technology firms and their hotel clients. “We initially came to Hotel Tech Report with a simple concept.  Our hypothesis was that companies with great customer support would be happy to grant full transparency around their support KPIs with Hotel Tech Report and that companies with subpar support would never give that kind of access.  The team at HTR has brought that concept to life and we’re proud to give full transparency into how we engage, educate and support our customers on a global scale. Ultimately this support certification is an easy way for hoteliers to identify the companies who really treat their clients as partners - it’s a gamechanger for the industry,” says Richard Valtr, Founder of Mews Systems. Decision makers at hotel groups often spend months researching software feature functionality and pricing - but rarely are they able to develop deep insights into how the relationship changes and the level of support their team will receive once the contract is signed. “Hoteliers are constantly rated by parties like JD Power and AAA on the service they deliver to guests which ultimately helps guests find the best hotels.  With this initiative, hoteliers can now benefit from the peace of mind that comes with knowing their future vendors have not only been pre-vetted for professional customer support prior to contract lock-in but they can also easily learn about which tools and processes are most important and which one’s prospective vendors have invested in to help them succeed beyond deal close.” ~Adam Hollander, Hotel Tech Report Poor customer support is incredibly costly for both hotel software buyers and sellers.  For buyers, poor customer support from technology vendors can lead to lost revenue, poor guest satisfaction and weak ROIs on technology spend. “When a booking engine goes down hoteliers can lose thousands of dollars each minute.  What if it takes 24-hours to reach their vendor’s support team and fix the issue? Hoteliers rarely anticipate, let alone, calculate these kinds of costs when signing up with a new vendor because they’re out of sight and out of mind.  Once it happens to them they go into a panic and wish they knew ahead of time,” says Hollander. Another benefit of strong customer engagement processes is maximization of software feature functionality.  A study conducted on 3.8M software users shows that $30B is wasted each year on unused software in the U.S. alone.  Vendors that meet Hotel Tech Report’s support certification have been pre-vetted for the tools and processes necessary to ensure that hotel teams will be properly trained on all feature functionality which ultimately helps them maximize their investments in software and achieve higher ROIs on their software spend.  "45% of software features across the SaaS sector never get used. This is a huge waste. While OTA Insight's usage stats show that the intuitive features in our tools are very well used, we strive for more than just delivering software that works properly; we're committed to ensuring that clients can maximize their investments by ensuring our products and functionality are simple, intuitive and add value. With a heavy focus on customer feedback and input, this informs our ongoing product development," says James Parsons of OTA Insight. Founding members of the GCSC Customer Support Certification rallied across the globe to bring this initiative to life.  Each founding member granted Hotel Tech Report access to their internal systems for the team to rate service delivery with its proprietary support certification framework.     Founding Members of the Global Support Certification include:  Mews Systems (Prague) IDeaS (Minneapolis) OTA Insight (London) TrustYou (Munich) Travel Tripper (New York) Hotelchamp (Amsterdam) Oaky (Amsterdam) Revinate (San Francisco) D-EDGE (Paris) Pace (London) Beekeeper (Zurich) RevControl (Eindhoven) Hotel Effectiveness (Atlanta) GuestRevu (Port Alfred) Stardekk (Brugge) The GCSC Global Customer Support Certification is now live for hotel technology suppliers to apply for certification.  This budget season, for the first time ever, hotel tech buyers can easily vet customer support for future vendors and access support certification details right from company profiles on Hotel Tech Report. Learn more about the certification

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