Recent Guest Experience Articles
When hotels began to reopen with skeleton crews mid-way through the pandemic, the broader industry started to think about hospitality technology as the key driver to running stronger businesses despite weaker resource availability. Hotel Tech Report traffic data illustrates that despite a sidelined hospitality workforce - there is more interest in hotel technology than ever before. HTR recently publicized platform data showing 270% growth from March 2020 to 140k+ monthly hoteliers in May of 2021 (14-months into the pandemic). Vendors are innovating in lockstep with hotelier demand for new technology. Last week our team headed to the first HITEC event since 2019 to scout the latest innovations and save you time staying up to date with recent hotel tech product launches. This article is packed with the latest tools being developed by top tech firms to help you optimize and grow your hotel business. While researching for this article, our team reviewed 96 different product/feature launches to curate the list below based on the most exciting innovations in the market and then synthesized the top 50 innovations into six key trends. Please reach out via live chat if we've missed a critical innovation or trend! WHAT'S INSIDE THE RECAP: Leveraging tech to tackle labor issues The guest experience is getting a major digital makeover Mobile checkin is the new black Guest data management is in the spotlight Empowering commercial leaders to level up their strategy & efficiency Vendors are gearing up to help simplify payments for hoteliers Trend #1: Leveraging tech to tackle labor issues If you ask any restaurant, retail shop or hotel owner these days 'how's it going?', their first response will likely be to tell you how difficult it is to find and retain talent. The mass service industry layoffs and furlows at the beginning pandemic coupled with the elogated impact on the global travel industry from the Delta variant caused a mass labor exodus from the hospitality industry. While city centers continue to feel the impacts of the pandemic, many drive market destinations in many geographies are booming so much so that some have even surpassed pre-pandemic REVPAR levels such as the California wine country and are struggling to staff back up. Whether you're in a booming drive market destination and need labor now, or you will need it when city centers begin to recover--the labor struggle is real and tech companies have their sights set on coming to the rescue by launching new products and features to help do everything from retain your talent more effectively to manage your property with fewer staff. M3 Launches labor. Designed for hoteliers on the go, M3’s Labor Management app, M3 Labor, allows hospitality professionals to quickly access their hotels’ labor information and adapt in real time to the labor needs of their properties. Not only do employees get up-to-date visibility of their schedules and work histories, but property managers also have access to labor variances and managing employee time details, all available in the palm of their hand. UniFocus ShiftGenius. ShiftGenius is a unique scheduling and shift filling feature that introduces flexibility and control for employees and covers the needs of the business. Operators find coverage faster and know that the RIGHT people are filling the shifts. Hotel Effectiveness launches CoverageFinder™: Hotels are experiencing a “coverage crisis” - they cannot find the labor to address the needs of the hotel, the guests, or the team. CoverageFinder makes it easy to identify available labor from within the cross-trained hotel team, the portfolio’s “sister” hotels, and contract staffing firms. Turnover is a massive problem. The Risk Retention Dashboard identifies which associates in each department are at risk of leaving and recommends specific actions that managers can take to prevent turnover and avoid the costly impact of a lost team member. HelloShift launches a housekeeping app. Housekeeping Management app is a quick and efficient way to see at a glance the status of all of the housekeeping tasks at your hotel or property. In one view, know which rooms have been assigned and prioritized, and which rooms still need to be assigned. The quick and simple drag and drop functionality and the ability to bulk reassign rooms make housekeeping management problems a thing of the past! Harri launches Carri Chat & Apply. Carri is an AI-powered chatbot built to assist hiring managers in screening, accessing, and coordinating interviews with viable candidates. Carri transforms traditional job applications into meaningful conversations to engage candidates and improve talent acquisition efforts. eTip launches digital tipping product. eTip helps hotels to better attract, retain, and motivate staff with an app-less tipping and review platform. With eTip, staff receive an increase in compensation and a boost in morale, guests enjoy better service, and managers can act on guest feedback in real time. Beekeeper launches housekeeping app. Beekeeper Work is an intuitive app that will transform how your team tends to daily Housekeeping operations. Team members on their feet can get things done with a simple tap of their finger. No training. No I.T. set up. No corporate approvals. Just easy technology rolled out in days. And it’s available in every language too so no one gets left behind. Trend #2: The guest experience is getting a major digital makeover While the pandemic will certainly not be looked back upon fondly, some good undoubtedly has come of it. While there are so many areas that human interaction can add value in the guest experience, there are also so many areas that manual processes, wait times and antiquated systems have plagued the guest experience for decades and the pandemic gave the industry the nudge that it so desperately needed. Whether that's digitizing compendiums to reduce paper waste and create interactive experiences that generate revenue, ridiculously seamless contactless grab and go stations to meet guest needs in real time or in-stay sentiment analysis to identify and recover from service glitches on the spot--vendors continue to rollout new features and tools to help you leverage technology to become one of your hotel's greatest assets when it comes to delivering a unique and differentiated guest experience. Whistle Digital Guest Book. Whistle introduces a configurable digital guest compendium for a completely contactless experience. Hotels can now offer a rich portal and directory of information, which guests can access through messaging. Impulsify Contactless grab and go. Impulsify announces the arrival of their completely contactless grab-and-go kiosk for lobby retail transactions. Their ShopPoP kiosk now provides a QR code to give users the option of going "Touchless" when purchasing items at their increasingly popular self-service pay stations used by the hospitality and multifamily industries. Flexkeeping Automated Daily Hotel Report. The Automated Daily Hotel Report by Flexkeeping contains all critical information hoteliers need to know to ensure that their team is meeting their set standards. The report provides data on every department - from room service, housekeeping, and maintenance performance all the way over to guest complaints and service slips. EasyWay launches Guest Sentiment Powered by OpenAI. EasyWay AI is now able to automatically detect guest sentiment and act accordingly. For example, if EasyWay AI identifies that a guest is happy and is a potential brand ambassador, it will automatically send them a survey on TripAdvisor, and ask them to share their amazing experiences on social media. Hub OS launched 'DND' and 'Make up Room' statuses for Guest Touch. The system now also allows hotel guests to set their rooms into 'Do not disturb' or 'Make up room' statuses on their own mobile device by scanning a QR Code in their room. This provides added convenience for guests while helping hotels more efficiently allocate staffing resources. GoMoment launches Ivy Offer. Ivy Offer lets hoteliers extend unbeatable offers such as extended stay, late checkouts, and food & beverage offers to their guests via text messages. These offers are conversational, personalized, targetted and appropriately timed (when guests tell us they are enjoying their stay, we offer them the chance to stay an extra night at a 20% discount), resulting in repeat, incremental profit. Guests read 98% of Ivy Offer messages within 3 minutes (based on client data). Niio and Samsung debut digital art stream for public spaces. Samsung and Niio art are partnering to bring easy access to digital art on-demand to Samsung Profesional Displays to transform any screen into an engaging digital art canvas. With access to thousands of digital artworks from the world’s best artists, Samsung clients can seamlessly display individual works of their choosing or play art streams curated by mood and style, 24x7 to one or multiple sites. Turnkey solution without requiring additional hardware or rights management. Bookingwhizz Automated Guest Journey with Whatsapp. The CRM module connects directly with the PMS and/or channel manager, automates guest notifications and promotions from predesigned campaigns. The hotel or group can schedule these notifications based on their business needs. SensorFlow launches SmartREM (Smart Room Energy Management Solution). When guests leave the room empty with the HVAC running, SensorFlow's occupancy sensors and smart thermostats communicate this data to the gateway. The gateway then uses AI to react to the real-time occupancy data and automatically switches off the HVAC or adjusts it to a more energy-efficient setting to save energy, without needing any manual intervention from hotel staff. If guests leave the room with the HVAC running and the pool/balcony doors or windows are open, the HVAC is then automatically adjusted to ensure proper ventilation and prevent condensation issues while saving energy. When SensorFlow's sensors detect that guests have returned, our gateway then automatically resets the HVAC to the guests' previous settings. VenueLytics launches 24/7 AI Smart Concierge. VenueLytics provides industries first fully integrated 24/7 AI Smart Concierge to automate contactless guest engagement, housekeeping, maintenance and other guest requests across WiFi, WhatsApp, SMS, WebBot and Facebook Messengers. Hotelinking launches WiFiBot. Hotelinking developed a system called WiFiBot that automatically solves the Internet connection problems using IoT (Internet Of Things) technology and without the need for staff or a technician to intervene. This solution proactively monitors any device connected to the network regardless of the vendor to detect performance issues, and continuously evaluates components to maintain and optimise their availability to avoid downtime or network failures. Moreover, it analyses all relevant information related to the use of WiFi by guests and its proper functioning and performance. Trend #3: Mobile check-in is the new black If you are an HTR regular then you probably know what we think about hotel brands building their own tech, but to give some credit where credit is due back in 2015 Starwood identified the potential of mobile checkin and invested heavily in it because they saw what was coming. If we can checkin for a flight on our phone, why can't we checkin for our hotel rooms? The reality is that mobile check-in is another area that has boomed during the pandemic with contactless everything as the new normal. As hardware comes down in cost and mobile checkin goes mainstream, vendors are sprouting up left, right and center creating new opportunities for hoteliers to offer mobile checkin solutions empowering saavy hoteliers to be more prepared for guest arrival, reduce front desk wait times, go contactless and even get some new checkin tricks up their sleeves with digital signatures, payment authorizations, upsells and more. Maestro launches mobile check-in. Allows Maestro customers to enable guests to check-in on the fly, on their own personal mobile device, with no 3rd party app download required, creating a self-serve environment from their own device. GTRIIP Launches Selfie Check-in. GTRIIP processes hotel check-ins using our OCR engine to read international passports and local photo IDs. We use our face verification engine powered by computer vision to match the face (with a selfie) against the photo ID. This check-in process can be completed on the web. Onres launches mobile check-in. Enables Onres customers to increase incremental revenue by up to 30% with Contactless [Early] Check-in and Late Check-out, Upgrade your Room, and Add Add-ons. RoomKey PMS launches mobile check-in. 100% digital paperwork built into the RoomKey PMS from mobile check-in through check-out. Automated payment and room release to better inventory management CODE2ORDER launches COVID-19 Vaccination Pass & Test-Certificate. Hotel guests can upload their vaccination pass or test certificate during the online check-in at hotels or during their stay at the hotel (required for hotel stays in Germany). The upload can be easily done by using their own Smartphone without further app downloads. Hotels can check the uploads in the CODE2ORDER Backend. Trend #4: Guest data management is in the spotlight Whether you look at Tiktok in social, Visa in payments or Netflix in entertainment--its clear that companies who have harnessed the power of unique customer data have realized massive profits. The strange thing is that the hotel industry sits on a treasure trove of travel spend and guest preference data yet most hotels have still only scratched the suface of what they can do with this data because ultimately you need the right tools, structure and processes to actually act on it. The good news is that if anybody knows just how valuable and powerful data can be its tech companies, and they're gearing up to help you harness one of your company's most valuable assets. Hapi launches Hapi Connect for Salesforce. Hapi Connect integrates hotel companies' data into Salesforce Cloud environments in real-time, helping hoteliers to innovate using the world’s leading CRM. Hapi Connect for Salesforce allows companies to centralize data and tailor each step of the guest journey, driving loyalty and increasing conversion. Oracle Hospitality Integrations Platform. The Oracle Hospitality Integration Platform (OHIP) offers hotel operators and integrators unprecedented access to all of the capabilities that OPERA Cloud has to offer. By making available over 3 thousand REST APIs and a full self-service experience end to end, operators and integrators can now design, build and release their integrations in matters of days rather than weeks or months thus accelerating time to market and reducing costs. Cendyn adds DIY content management to eLoyalty. Cendyn’s eLoyalty now puts customers in the driver’s seat to seamlessly manage and control the content that’s served to their members with a full-service loyalty solution for any type of hotel or hotel brand. Prior to this update, eLoyalty had static workflows for serving content to loyalty members but now hoteliers can log into a CMS to create different pathways and serve different content journeys or offers based on characteristics of various segments within the loyalty program. Bookboost launches CRM. Guest messaging platform Bookboost also extended it's product to offer guest segmentation and email marketing. Manage your first-party customer data to track interactions to create personalised guest messages. Utilise a single system to manage guest engagement and build strong relationships. Clairvoyix Launches Hospitality Solution for Opera in the Cloud. The Clairvoyix Hospitality Solution for Opera in the Cloud brings fully integrated transient sales and marketing automation to Oracle Hospitality customers. Utilzing the Oracle Hospitality Integration Platform, Opera in the Cloud customers can immediately start direct marketing to valuable past guests as past guest data is automatically transferred to the Clairvoyix Hospitality Solution. Guestjoy launches repeat customers. Guestjoy launched a hotel CRM system for marketing managers in smaller hotels that helps them to build a customer database who is interested in getting special campaigns and offers. The tools they are using only allow them to set up a newsletter without knowing the background of a customer. Duve Guest Segments. Duve's Guest Segments allow hoteliers to send different messages to different guests, based on their profile and data you’ve collected from them. This includes reservation details, personal information, and more. With Guest Segments, hotels can use both pre-scheduled or instant messaging to create a message to specific guests and provide an improved guest experience. Datavision DVGuest Analytics. Datavision is adding powerful guest analytics features to our comprehensive business intelligence platform. Guest data is extracted and combined from a single source (PMS) or a variety of additional sources (Spa, Golf, Dining, CRM, etc.) supporting a 360-degree views of guest value, spend patterns and stay behavior. LaaSie launches Helix. Laasie has extended its core Reward Marketplace technology beyond the hotel website and booking engine, to bring personalized rewards to email campaigns. Each recipient of the campaign receives a uniquely personalized reward offer that resonates with his/her interests, demographics, and purchase behavior. iReckonU launches IKnowU Customer Data Platform. The IKnowU Customer Data Platform emerges as Ireckonu’s latest way to leverage its proven CORE Middleware. Synchronizing with your various PMS, CRS and other service delivery systems, IKnowU will become your system of record for clean, consolidated guest profiles. IKnowU’s powerful features include match & merge, identity and privacy management, subscription enrollment, communication control, behavioral and event data, and AI-assisted segmentation. It can also bring in third-party data. Simplotel Guest Connect. Simplotel Guest Connect helps hotels convert their website content (promotions, and offers) into an email template with a single-click. Also, with a property management system integration, hotels can send mails and upsells to guests who book through any channel. Trend #5: Empowering commercial leaders to level up their strategy & efficiency The term commercial refers to the concept that while historically there have been silod departments within hotel companies like revenue management or marketing, these walls are quickly being broken down as departments become more deeply entertwined. The catalyst for this evolution in decades old operating model has undoubtedly been technology and the transparency, access to information and interconnectedness that it has unlocked. This is not the first time breaking down departmental silos to emphasize a more hollistic commercial strategy has been a key theme of one of HTR's innovation recaps and it certainly won't be the last. Impala Contracting. Say hello to fast and easy hotel direct contracting. Whether it’s signing new deals or managing existing ones, Contracting by Impala enables direct contracts between hotels and tour operators, agencies or corporate travel platforms. We take away the costly integrations and lengthy negotiation cycles to negotiate deals in days, not months. List your hotel for free IDeaS Profit Optimization. Profit Optimization for IDeaS G3 RMS considers any combination of servicing costs, ancillary revenue and associated margins, and acquisition or channel costs. This approach enables hotels, resorts, casinos, and more to get the most profitable guests into their property, while maximizing other inventory beyond the guest room, such as restaurants, bars, retail, and activities. HotelIQ Decision Cloud. With the new HotelIQ Decision Cloud, hoteliers can organize data, analyze it, plan next steps, and collaborate with their team and across their organization. In doing so, we aim to give hoteliers the lenses they need to pull insights from complex data sets and make more intelligent decisions. RateGain launches Demand.ai. RateGain launched an AI powered demand forecasting tool, that helps hoteliers and other travel companies track hyper-local demand and the underlying factors impacting demand – thereby helping them optimize their commercial strategy. Event Temple Launches Chain Management Dashboard. Event Temple’s Chain Management Dashboard is an above property sales enablement tool for chains and multi-property management groups. Organizations now have a hub to view bookings, leads, accounts, contacts, reports, and manage sales across multiple properties. Pace launches Restrictions Management. Take control of your business mix. Use restrictions to control your business mix. Pace will suggest when to close out corporate rates and maximise revenue from your transient business. Avvio launches allora ai Hotel Booking Retention Engine. Avvio developed a Hotel Booking Retention Engine that sits within the allora.ai booking engine to counteract the rise in hotel room cancellations. They did this by identifying at risk bookings, and alerting hoteliers in an actionable format, so that measures can be taken to protect bookings. allora.ai’s Hotel Booking Retention Engine uses machine learning and data science to assess cancelation risk for every individual booking on the books. MeetingPackage launches group pricing module. MeetingPackage offers venues to sell in a transactional way via their own channels and through distribution. Venues are able to manage pricing of Meetings & Events services flexibly from one centralised place to all distribution channels. For example, minimum spend requirement, meeting package price per delegate or meeting room price per hour, half-day, full-day. Including seasonal prices and corporate negotiated rates. ProfitSword enhanced currency conversion functionality. ProfitSword has updated the application to support viewing reports in any currency desired. As part of this update, we allow multiple exchange rates to be defined for any currency pair, depending on your reporting needs. The firm added flexibility to reports allowing a user to choose an exchange rate based on the data being reported eg; balance sheet data converted with a month end exchange rate, accounting data with month average, and budget with an annual exchange rate all in the same report. InnRoad launches new Pace and Pickup reports. innRoad's new Pace & Pick Up Reports are designed to give users easy access to their property's performance with the click of a button. Users can compare their performance over time and see if they are above or below on their occupancy, revenue, and rooms sold. Avalon Analytics launched automated PowerPoint presentations. One of the pain points of a revenue manager is the time spent preparing for weekly and monthly meetings. This remains true at hotel-level and above-property level, where you may need to prepare a market performance review for senior executives, ranging from VPs Operations to Owners. Generate 20+ PowerPoint slides for your weekly revenue meetings and month-end owner meetings within minutes. Avalon allows you to load entire presentations that are always up-to-date and ready to be delivered to your inbox. D-EDGE Launches MediaGenius. D-EDGE provides hoteliers with an all-in-one platform to manage and monitor digital media campaigns: search, metasearch, display, and social media. With MediaGenius, hoteliers can easily follow the evolution of income and bookings generated via AdWords, analyze their campaigns’ performance, and fine-tune their strategy. The Hotels Network Launches Bench Direct. BenchDirect by The Hotels Network is an interactive analytics platform for hotels to benchmark their direct channel performance compared to the market and competition. The tool provides hotels with competitive insights across more than 30 key metrics specifically related to direct bookings. VoucherCart launches enterprise. VoucherCart Enterprise is a SaaS software product used by international and national hospitality operators with responsibility for marketing, sales, and revenue across multiple business units/member organisations. It enables them to promote and sell vouchers, gift cards, memberships, and tickets (pre-paid instant delivery) associated with their products and services and manage these centrally across all member organisations allowing cross-organisational redeem and usage, while also supporting voucher management and sale at member organisation level. Hotel Res Bot Launches AI Channel Manager. Many distribution partners such as Secret Escapes don't have interfaces to transfer bookings automatically, which means they simply send an email and reservation staff must manually enter these bookings into the PMS. The HERA AI Channel Manager reads those incoming emails and automatically pushes them to your PMS directly or via your CRS or traditional Channel Manager. Trend #6: Vendors are gearing up to help simplify payments for hoteliers If you follow the tech world, you know that payments are big money. You don't have to look far to see a massive head turning round like Stripe's $600M Series H (who even knew series H was a thing...), Affirm's market debut 100% pop or Plaid's (almost) $5B+ merger with Visa that was later blocked by regulators. Other than being the lifeblood of every business on the planet, payments infrastructure is so immensely valuable because its extremely challenging to develop and maintain compliance. While there are tons of payments solutions out there, there are few that have truly built out domain specific offerings specifically for the hotel industry to meet its unique challenges (and opportunities) and hotel tech companies are spotting the opportunity. Cloudbeds Payments. Hotel payment processing has been complicated for too long. Cloudbeds Payments provides easy, transparent and contactless payment processing that is fully integrated into the Cloudbeds Hospitality Platform, saving your property time and money. Bbot Tab Sync. Keep guests happy and servers relaxed with Bbot Tab Sync, a seamless addition to the Bbot Order + Pay solution. Plus, activating Tab Sync for in-venue and in-room dining guests gets you exclusive access to our BOGO deal on handheld devices! Adyen partners with Shiji to simplify hospitality payments. This new integration simplifies the payment process for hospitality businesses by removing the need for a list of platforms and suppliers which usually includes separate processes for property management systems, food and beverage point of sale, and guest experience platforms not to mention the different payments service providers for each. SmartHOTEL launches SmartCONNECT for Payment. SmartCONNECT for Payment ensures that hotel guests’ payments can be made quickly, securely, and hospitably. With the click of a button, payments for online and offline bookings are automatically billed by the payment service provider of choice and processed directly on the guest folio of the hotel’s Property Management System (PMS). dailypoint™ Launches Payment Link. The dailypoint™ Payment link is part of the Booking Manager. It allows hoteliers to automate payments and process them securely according to PCI and PSD2 regulations. Implementing the payment link relieves the reservations department and minimizes the risk of fraud since no more credit card data is being processed directly or stored at the hotel. RoomOrders Launches Digital Tourist Hubs. The RoomOrders digital tourist hub is an ordering and payment network of hospitality providers (hotels and resorts connected to surrounding vendors in a revenue-sharing model) to protect from accommodation giants like Booking dot com and AirBnB and restaurants from delivery giants like UberEats and GrubHub as well as excursion and tours agencies like Expedia and TripAdvisor.
Guest Experience Category Press Releases
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."
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 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
Registration is now open for the 2020 HotelTechAwards (www.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. 2019 winners of the HotelTechAwards included top hotel technology companies such as TravelClick, Beekeeper, Screen Pilot, Atomize and Oaky. New York based ALICE won "The Best Places to Work in Hotel Tech" edging out runner up Mews Systems (10 Best Places to Work in Hotel Tech). "Revenue generation and operations have become very complex for hotels, threatening profitability and detracting from the customer experience. The answer lies in innovative technology solutions, which can disrupt the disruptors. The HotelTechAwards recognize these technologies and their beneficial impact on the future of our industry." says Marc Heyneker, CEO at Revinate, one of the hotel tech industry's most recognized brands and 2019’s top rated Hotel CRM. Companies are competing 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. More than 40 companies around the world have already pre-registered for the competition. Registration closes on September 1st. Voting will take place through December 31, 2019 and winners of the 2020 HotelTechAwards will be announced on January 15, 2020. "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." Learn more about the HotelTechAwards and register now at www.hoteltechawards.com