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The 10 Best Places to Work in Hotel Tech 2021

by
Hotel Tech Report
5 days ago

Each year Hotel Tech Report surveys thousands of industry insiders to find the best hotel tech jobs and employers globally. In 2020, the COVID-19 pandemic wreaked havoc on the hotel industry.  The World Travel and Tourism Council predicts that 121 million of the 330 million jobs tied to tourism around the world will be lost in 2020.  Despite existential challenges, hotels and their vendors have proven resilient in the face of the biggest challenge ever posed to the hospitality industry by working together. But there’s always opportunity in crisis.  The pandemic has advanced digitization in the global economy by at least 5 years according to most experts.  Hotels that already had adopted technology like contactless check-in and guest messaging software have had a massive advantage since the pandemic broke out and the importance of technology for running a successful hotel business will continue to rise over the coming years meaning that demand for hotel technology talent will grow with it. Here at Hotel Tech Report, we’ve interviewed countless hoteliers about their journeys from being hoteliers into lucrative technology careers like Del Ross, Marco Benvenuti, Sameer Umar, and Kevin Brown. For hoteliers furloughed on the sidelines, there is an unprecedented opportunity to pivot into a technology career leveraging skills and knowledge from hospitality experience.   But which hotel tech companies should you apply to? Every year we do the hard work for you and survey thousands of hotel tech professionals to find the best companies to work for in the hospitality industry. We ask respondents to rate their employers from 1-10 on these key variables:  Work-life balance Personal development opportunities Gender equality Confidence in company direction Values alignment 2021 Bonus Question: Rate your firm’s COVD-19 crisis response Hotel Tech Report creates this list each year for two reasons: (1) to help industry professionals find the best hospitality tech jobs and (2) to help hotel tech buyers understand that it’s just as important to partner with great organizations as it is to find great software tools and products. Vendor culture is important to every aspect of a vendor relationship: Product: Great workplaces attract the best talent who make the best products Customer Support: Happy client reps give better service and stay around longer developing deeper relationships. Sales: When a sales team has high turnover, innovation gets strangled because there isn’t enough cash coming in the door to invest in innovation. Our 10 Best Places to Work in Hotel Tech list features companies who foster wonderful work environments for employees.  In return, those employees deliver incredible products and services to clients. Without further adieu here are 2021’s 10 Best Places to Work in Hotel Tech…     10. Siteminder (TIE) Right before the coronavirus pandemic broke out, industry leader Siteminder reached an incredible milestone earning itself unicorn status.  Under the stewardship of CEO Sankar Narayan the firm quickly composed itself when the pandemic broke out and began rolling out initiatives to support both employees and customers like its World Hotel Index sharing real-time data with the industry when historical data just wouldn’t cut it.  Siteminder has an internal slack channel called #stayingsocial dedicated strictly to team members having a social communal space in the age of remote work.  This is pretty typical for a small startup but much rarer in the world of 700 employee behemoths.  The great part about working at a large startup-like Siteminder is that there’s almost limitless upward mobility according to one employee working in operations at the firm, “They allow me opportunities to take on more responsibilities that are even beyond my scope to develop my skills and prep me up for bigger roles. They also give leadership training to enhance to continue developing my capabilities.”  If you’re looking for a fast-paced global startup on a world domination path - then you should absolutely be dropping a resume at Siteminder.  The best part is that they’ve got offices all around the world so even if you prefer the WFH life your colleagues shouldn’t be too far away no matter where you call home.     10. Atomize (TIE) This is Atomize’s first time making Hotel Tech Report’s annual Best Places to Work list but we doubt it will be their last.  In true Swedish fashion Atomize rates amongst the highest on the list for gender equality with a 50% ratio of men to women on its leadership team.  Atomize also rates very highly for culture alignment with a score of 97.8%.  Perhaps the biggest standout for Atomize was how highly employees rated the firm’s COVID-19 response and support for clients during a crisis.  “Everyone from finance to product development has chipped in to try to support clients. We have for instance developed a relief-program for those that are hurting really bad, we have updated the product to amend for the large drop in occupancy for hotels, etc,” one Atomize executive told Hotel Tech Report.  Atomize made it through COVID-19 without a single layoff which is a testament to the longevity of the business and its and commitment to team members.  During the crisis Atomize stayed calm, launched the 2.0 version of their core RMS product, and even found time to bring the team together for a BBQ this summer during a slow down in transmission rates.     9. Hotel Effectiveness Georgia (the U.S. state not the country) based Hotel Effectiveness is in the business of helping hotel owners more efficiently manage labor but the question is: how well do they manage their own labor? It turns out they do a pretty darned good job at fostering internal culture.  Prior to the pandemic labor costs were the biggest focus area for most hotel ownership and management groups - despite the shift in focus Hotel Effectiveness managed to grow through the pandemic all while placing a heavy emphasis on quality of life for employees.  Team members cite a high percentage of employees being groomed from junior roles into leadership positions, flexible PTO programs, and strong opportunities for women.  PTO is great but Hotel Effectiveness management goes one step further where they encourage team members to completely unplug and not even check email during their vacation.  Adding icing to the cake, employees raved about the firm’s response to COVID-19 where it was able to grow without any layoffs needed.  One engineer raved about the Company’s COVID-19 response, “Hotel Effectiveness immediately shifted priorities specifically to address the changing needs of our clients. Hotel Effectiveness provided new guidance materials, payment options, and built new features (such as Daily Wellness Check-In) under tight deadlines to meet the new needs of our customers.”     8. EasyWay Big congrats to the first-ever Israeli startup to make this list!  If you’ve ever been to Tel Aviv or the Start-up Nation (Israel), perhaps a job interview with EasyWay is the excuse you needed to visit one of the most amazing cities in the world packed with beautiful beaches, vibrant nightlife, and a foodie scene that’s truly in a league of its own.  EasyWay is the quintessential startup with a mentality that so long as you hit your KPIs - the rest of your life is totally flexible.  An EasyWay executive’s quote to Hotel Tech Report about the last 12-months at the company says it all, “The work around the clock in the COVID-19 time was crazy.  We have developed so much stuff, that I almost miss this period. We've learned a lot from that, and staid on our feet! The rest of the team was great and it really gave me confidence in my own abilities.  If you're the kind of person who likes to work hard and play hard - you’d be wise to check out EasyWay’s open positions.      7. Asksuite This is Asksuite’s second year making the list and true to their commercial team’s motto “rockets don’t have reverse”, even a pandemic couldn’t slow down this high flying Brazilian startup.  Florianopolis may not be a hotel tech hub (yet) but the Asksuite team has access to lessons in language, hospitality and other training to upskill their way into global domination.  During the pandemic, leaders have made themselves available for 1:1 meetings to support all colleagues and perhaps it’s this close communication that leads Asksuite employees to rate 98% confidence in the future success of the firm.  Asksuite employees frequently cite an onboarding process that makes all team members feel like a part of the family in short order.     6. RoomRaccoon Despite the pandemic RoomRaccoon doubled the firm’s headcount in 2020 and achieved a major milestone in reaching 1,000 clients.  Employees frequently cite similar aspects of the culture as differentiators like their annual international week at the Netherlands headquarters and an inclusive onboarding program.  One employee within the marketing department told Hotel Tech Report, “This year RoomRaccoon decided to start hiring more new colleagues against the market trend of furlough and letting people go. To smoothen the onboarding process of our new hires we've created an E-learning program and two intensive onboarding weeks. So far we've onboarded 15 new hires since July 2020 that immediately are getting results. Something I'm really proud of!”  If you’re looking for an ambitious organization with a strong remote culture and complementary annual trips to the Netherlands - don’t hesitate and check out open listings at RoomRaccoon.     5. Alliants The Alliants story is the cure to the common venture funded business gone wrong story.  Alliants built the business developing custom software for ultra luxury hotel brands like Four Season and Jumeirah before ever dipping their toes into the SaaS world.  That means they’ve got killer products, an eye for design and engineering to back it up.  Starting in a consultative role for luxury brands has afforded Alliants a luxury not many early stage SaaS products have - cash flow.  How would this impact you when you apply for a role there?  Alliants employees are given a $5,000 stipend to invest in their own education and training.  Whether it’s a paid marketing course or intro to Ruby on Rails - at Alliants you will be able to create your own journey and take control of your destiny.  Have you ever had a boss block your calendar so people can’t book meetings with you? Well, Alliants employees have.  During winter months with less daylight, CEO Tristan Gadsby blocked the entire team’s calendars from 11:30am - 1:30pm to encourage team members to get outside, walk or simply catch some rays.  If that doesn’t sell you I don’t know what will.     4. ALICE This ain’t ALICE’s first rodeo, well it’s their fourth if we want to be precise about it.  ALICE has made Hotel Tech Report’s Best Places to Work list 4 years in a row (2018, 2019, 2020, 2021).  ALICE is an incredible place to work for former hoteliers because employees truly act as a strategic extension of their partner properties.  During the pandemic, ALICE quickly pivoted to rollout closure checklists and other free assets to help partners quickly reconfigure their operations for the new normal.  “The most memorable achievement while working at ALICE this past year was being able to provide support for our employees during the pandemic. The pandemic-related fatigue and anxiety impacted everyone and in different ways. We were able to provide support to our employees through group therapy sessions, health and wellness initiatives, increased one-on-one check-ins regarding fatigue, increased opportunities for learning and connection with one another virtually. I am so proud of how the leadership at ALICE has led us through the most difficult time in our industry's history, and with such care for both our customers, our industry as a whole, and our employees,” says one ALICE team member in an HR role.  Just as important as supporting clients through COVID-19 is supporting colleagues.  ALICE team members were constantly comforted that management understood the stress and challenges they were facing during this historic yet tragic year, encouraging an environment of transparency and honesty about how to cope with natural distractions from work in times of stress.     3. hotelkit Austria-based hotelkit is another repeat visitor on this list moving up from 4th to 3rd place.  Founded in 2012 by hotelier Marius Donhauser, hotelkit is a majority female-run business that’s growing rapidly but responsibly throughout Europe.  hotelkit’s team motto is “one team one dream” and while the team had to work remotely for a good portion of the year, colleagues are hopeful that 2021 will bring back the annual hotelkit Christmas party famous for great eats and poker.  Under Marius’ leadership, hotelkit has fostered a culture that feels like family so it’s no wonder that employees rate the culture so highly across every single vector.     2. Cloudbeds Cloudbeds may be the fastest-growing hotel tech company right now so while their headquarters are in sunny San Diego the Company has got Silicon Valley energy pumping through its veins.  Not to mention, Cloudbeds is extremely global with local managers in 40 countries. On March 11th (yes that’s right when COVID-19 took the world by storm) Cloudbeds announced the closing of an $80M funding round.  Cloudbeds employees tend to share two main things in common: (1) they are extremely performance-driven and (2) they LOVE to travel. One Cloudbeds employee within the operations department told Hotel Tech Report, “I managed to get promoted on my 1 anniversary day at Cloudbeds, I was so happy and everyone was so attentive to me during this process. Cloudbeds is an amazing company, full of amazing individuals, it's so nice to see the owners in our calls and engaged with us all at all times. I used to think I had worked at good companies, till I met Cloudbeds. This is where I want to stay and grow. It will be hard for any other company to take me from here.”  Cloudbeds has TONS of openings so make sure to browse their career page if you’re in the market.     1. Mews This is Mews’ 3rd year making the list ranking #2 in 2019 and #3 in 2020 - but this is their first year topping the list which is a testament to the strong culture at the firm.  Like most fast-growing companies, the pandemic wreaked havoc on projections and business plans for Mews leading to some difficult decisions needing to be made.  Mews not only came through what was maybe the darkest moment in the history of the hotel industry but came out stronger than ever before.  Mews leadership set a strong course for the business cutting expenses, reorganizing the team, rebranding, focusing on remote deployments, and even making an acquisition.  Quite a busy year - even if things had been normal.  Mews management has created one of those infectious startup cultures that can almost feel cult-like at times often intoxicating entire trade show floors (pre-COVID).  It’s not often that employees at an aggressive high-performance tier 1 venture-backed business get to see their founder dancing through a town hall (affectionately named Mews Con) in a silly costume.  Mews pivoted from hyper-growth mode into a sharp focus on profitability right-sizing the business and is poised to come out of the pandemic far stronger than it went in.  Lots of open roles to check out and we’re sure that list will continue to grow over the coming months.  

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Cloudbeds, SiteMinder & Room Raccoon Top People’s Choice Awards in the 2021 HotelTechAwards

by
Hotel Tech Report
6 days ago

Each year along with individual awards for the top-rated hotel software in each category, Hotel Tech Report recognizes the Top 10 most customer-centric global companies in the annual People's Choice Awards. The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. The HotelTechAwards platform (by Hotel Tech Report) leverages real customer data to determine best of breed products and companies that help hoteliers grow their bottom lines. “The People’s Choice Award goes to a single company across all categories who demonstrates the strongest customer relationships during the HotelTechAwards.  Cloudbeds had more than 550 hotelier customers come out to share overwhelmingly positive feedback about Cloudbeds products in the midst of a global pandemic.  To have that kind of support from clients during the most challenging market in hotel history says all you need to know about Cloudbeds’ commitment to their partner properties,” says Hotel Tech Report CEO Jordan Hollander. Here’s the Official 2021 People’s Choice List: Cloudbeds SiteMinder RoomRaccoon Bookassist OTA Insight ALICE IDeaS Avvio Hoteltime hotelkit The key factors used to determine the annual People’s Choice Award include total verified customer reviews, geographic reach of reviews, and overall review sentiment and ratings. The best companies know that the most effective way to communicate their value proposition is to empower and amplify the voices of their happy customers.  The People’s Choice Award recognizes companies whose customers really value the relationship and partnership. “Twenty years ago we lived in a world where hoteliers just used one of the three or four technology systems out there and typically just ended up using whatever system they had heard of before.  Today there are thousands of SaaS choices in the market and dozens of great options available for most use cases but the market is moving so quickly that it’s hard for hoteliers to identify and keep track of the best products and companies.  This award honors the companies whose hotel customers are the most vocal advocates of their products to make that process easy,” says Hollander.   About the 2021 People's Choice Award The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity.  Early on as a startup, it’s easier for companies to maintain strong customer relationships with a limited customer base. But as a company grows its install base and scales globally, maintaining high customer satisfaction becomes increasingly more challenging.  Each year along with individual awards for the top-rated product in each category, Hotel Tech Report recognizes the top 10 most customer-centric global companies in the annual People's Choice Awards acknowledging the achievements of top innovators across all categories who embody the values, transparency, and customer-centricity that lie at the core of truly great companies. View Ranking Methodology>>

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Winners of the 2021 HotelTechAwards Announced

by
Hotel Tech Report
6 days ago

Hotel Tech Report has announced winners in the 2021 HotelTechAwards, based on more than 10,000 hotel software product reviews contributed by verified hoteliers during the competition.  Winners are selected based on key performance metrics including product popularity, customer satisfaction, integration compatibility, customer support quality, and more.  Winning a HotelTechAward is the highest achievement in the hotel technology industry. “In the midst of a global pandemic, 318,466 hoteliers visited Hotel Tech Report from every corner of the globe contributing 10,227 verified new product reviews during the 3-month awards period to share insights about their favorite tech products to run and grow their businesses.  It has been inspiring to see this massive wave of hoteliers sharing technology insights and product recommendations,” says Jordan Hollander, CEO of Hotel Tech Report. “This is the most comprehensive dataset around hotelier preferences ever developed and it gives unprecedented insights into tech trends for hotels during a pivotal moment in history.  Winning a HotelTechAward is a huge feat with the 2021 competition being the most competitive year ever.  Every company on this list should be extremely proud of what they've contributed to the growth of the hotel industry.” During the HotelTechAwards, hoteliers from the world's leading hotel companies review the top tech products used at their hotels to increase operating efficiency, drive revenue, and improve the guest experience. This data is used to identify the best hotel tech products and organizations. "The HotelTechAwards  are the only prize in the industry that is completely and transparently customer-driven — it's the hoteliers that decide who is best, and it's their opinion that matters most." Gautam Lulla, CEO at Pegasus. "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.” - Sankar Narayan, CEO at SiteMinder “This honor has deep, personal meaning as it is decided upon by our clients and represents our passion and focus for providing the most sophisticated revenue technology and comprehensive support.” Dr. Ravi Mehrotra Founder at IDeaS “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.” Alex Shashou, Co-Founder at ALICE “HotelTechReport is the leading platform for technology in the hotel industry, and its meticulous and impartial verification process makes this one of the most prestigious awards.” Moritz von Petersdorff-Campen, Co-Founder at SuitePad The competition spans core areas of hotel software & technology: marketing, revenue, operations, and guest experience. 2021 Voting included participation from major hotel groups including Four Seasons, Hilton, Marriott, Accor Hotels, Hyatt, Intercontinental, Rosewood, and thousands of independents. "We originally created the HotelTechAwards as a democratized way to help our fellow hoteliers quickly determine best of breed vendors based on data they can trust and the scope of the competition this year is a testament to how far the industry has come in the last decade.  The HotelTechAwards rating process is simple, transparent, and unbiased--judging is based on time tested ranking factors, publicly available data, and crowdsourced insights from verified hoteliers who have hands-on experience with each product.” The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and winners were selected from the top technology products around the world. The HotelTechAwards are the industry's only data-driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised of thousands of verified hotel technology users across more than 127 countries.   Best Hotel Software Companies List >>

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9 Ways to Become a Better Hotel Manager Right Now

by
Hotel Tech Report
1 month ago

“Love your staff.” That’s the secret to running a successful hotel according to the founder of the iconic One Aldwych in London. It’s great advice and an essential mantra for hospitality, which is a people business at its core. That mantra is put to the test during hospitality industry downturns, such as the COVID pandemic or the financial crisis of 2008. Faced with uncertainty and economic headwinds, managers must balance the needs of the business with those of its people. So it's understandable that you may be asking yourself, “How can I be a good manager?” It's an important question and an indication that you're already well on your way to being an effective leader. Self-awareness and a desire to improve are two valuable traits in any manager. “Love your staff.” That’s the secret to running a successful hotel according to the founder of the iconic One Aldwych in London. It’s great advice and an essential mantra for hospitality, which is a people business at its core. Whether you're working towards your bachelor's degree in hospitality management, an assistant general manager looking to up your game or even a veteran hotel manager and expert in hotel operations - this article shares timeless tips for becoming a better manager.   1. A Great Hotel Manager Must be Honest and Objective Always be honest with your staff! You don't want to sugarcoat things, hide from the truth, or seem aloof, evasive or uncaring. Your staff will see through any BS anyhow, so it’s best to be as honest as possible (without being mean).  At a time when stress and emotions run high, stay objective. It helps keep your head level and your approached even-handed. Dialing too deep into emotions can create an inconsistent experience for individual staff members. That breeds feelings of unfairness and resentment, as individuals feel they’re being treated differently. Avoid that and stay both objective and honest.   2. Hotel Management Happens in the Lobby, Get out of the Office When times are tough, the last thing you want is for staff to think you’re hiding in your office. Get out into the hotel and stay connected with all aspects of the property. You’ll have a better understanding of the current mood and operational needs. This is called “Management By Walking Around (MBWA),” and it keeps you up front and visible with staff. You lead by example and show them that you’re active and engaged, rather than hidden away in the office.  Being visible is also a fantastic way to provide a top-notch guest experience. Greeting guests and being available to address comments or concerns keeps you in tune with their needs -- a personalized approach that encourages glowing reviews and builds your online reputation.  Remember that it’s not enough to just get out of the office: you also must interact with others to really catalyze the benefit, says Mark Hamister, CEO of the Hamister Hospitality Group: “Adding an "I" for Interaction to MBWA enabled us to finally encourage teamwork between management and staff, increase the number of informal problem-solving opportunities on a daily basis, and thereby produce immediate and creative solutions.”   3. The Best General Managers Prioritize Speed Over Precision If there's was a TLDR (too long didn't read) headline for GM job descriptions, it would read "do everything, always".  Whether you realize it or not, your team takes cues from your confidence and posture. As their leader, you set the bar. Especially during times of crisis, when circumstances change often, you must be a fearless leader. You don’t have the luxury of rumination. So you must be decisive and prioritize speed over precision. Even if you have to fake it because you are freaking out inside, act fast and with conviction. See the next point for a specific tactic that requires a good leader to be decisive.   4. The Hotel Manager Job Requires Firing Quickly and Fairly Staffing is the #1 challenge for most hotels during normal (i.e. non-COVID times).  A general manager needs to be highly skilled in human resources management.  Part of that includes finding the best talent, but that also, unfortunately, includes firing employees who aren't a good cultural fit.  A single bad apple can destroy the culture of an organization. Even if you have to fire people today, you may want to hire them once the downturn eases and demand returns. The last thing you want to do is leave a poor impression that scuttles employee loyalty. Do right by them, as you may want to bring former employees back rather than trying to find new staff. Furloughs may become temporary as the downturn drags on. And you may even need to fire employees that you recently brought back on. Firing is often the worst part of being a manager.  It's emotionally exhausting and extremely difficult. But don’t delay the inevitable, as making several rounds of smaller layoffs leads to lower morale.  To minimize the stress of an already difficult situation, fire quickly and fairly. Make an honest appraisal of what you need to do to keep the lights on and then make those decisions quickly. You also want to be fair and as transparent as possible about how these decisions were made. Avoid politics and personal preferences to avoid favoritism or ill-will. And always follow the traits above: Be objective, honest and helpful!   5. Interpersonal Skills are Key: Listen, Listen, Listen! Great leaders are great listeners. They're able to listen, synthesize and act based on what they’ve learned. Listening is the foundation of hospitality, as it builds mutual understanding, meaningful relationships and memorable, experiences, says Gary Gutierrez of HRI Lodging in New Orleans: “For hoteliers, what’s most meaningful is creating positive, uplifting outcomes for human experiences and human relationships. Running a hotel, like life, is all about how you make people feel.” And it’s not just with guests; sometimes it's just about being a friendly ear for your team. You don't have to be a therapist but you certainly have to be there to listen. Oftentimes, that’s what your team needs most: a sympathetic ear.   6. Be Available to Your Staff Make it crystal clear that you are a manager with an open door policy. Build trust with your staff by listening to their concerns and doing what you can to address them.  Different roles require different styles of communication and hospitality management employs a highly diverse employee base.  Front office and guest service workers are generally very social and outgoing where engineers and chefs, for example, might require a more logical and direct approach.  Of course, much of it will be out of your hands. So just listen and empathize.  Be there for your staff and they will have your back. Even in tough times, people know when they are treated fairly and with respect - and that makes a lasting impression.  Sometimes an open-door policy may not be enough to encourage employees to surface issues. Experiment with holding office hours, which are open to anyone and held at the same frequency (weekly, bi-weekly or monthly).  You also should offer anonymous channels of communication. Not everyone is comfortable with face to face conversations. To reduce gossip, prevent abuse and shorten the distance between you and your employees, make an anonymous feedback channel for your staff. Anonymity helps you build trust and address concerns quickly before they get out of control.   7. Embrace Creativity, Patiently A crisis is an ideal time to experiment and try new things. It pulls you out of the everyday routine and provides an organic opportunity to embrace creativity. Convene your staff and encourage them to brainstorm creative ways to both address the current crisis and build resilience for future ones. One of the corollary benefits to creativity is that it often engages your staff. Most people respond well to being asked to brainstorm ideas and contribute to the success of the organization. By unleashing your the creativity of your staff, you inspire and bring out the best, which also nurturing potential future leaders, says Paul Patiño of the Saguaro Palm Springs:  “The true challenge is being that leader that can move everyone in the same direction together and bring out the best in each person, inspiring them to be better versions than they already are. All great things take time, patience, and lots of love.”   8. Get Creative and Do More with Less Hotels everywhere are trying to do more with less. There’s fewer bookings which means fewer people working on property.  Look for opportunities to economize your operational footprint and be as efficient as possible. If you can find room in the budget, invest in new technology that preserves service standards despite being short-staffed -- and reduces the burden on your small team overloaded with tasks.  Hotel technology like revenue management systems should be viewed drivers of profitability rather than cost centers at your hotel.  For operations managers at large hotels or hotel chains, preventive maintenance software can keep down long term equipment replacement expenses.  Lodging managers and owners of small hotels can use technology like guest messaging software to deliver impeccable service to guests even when running with a light staffing model. Roll your sleeves up and show your team but no task is too small. It’s all-hands-on-deck, so step up and lead by example. This behavior will build trust and motivate your staff, as well as create a “we’re all in this together” mindset.   9. Be Helpful and Humble Great managers aren't just good listeners and clear communicators, they're also helpful. Management experience tends to strengthen humility and empathy amongst top leaders yet exacerbate arrogance amongst weak ones.  The hotel industry is a people business and while this is our last recommendation it's arguably the most important. As a trusted resource, you show staff that you care and that it’s ok for them to bring their whole selves to work.  When you fire people, offer to write recommendation letters and do help them in their job search. When you discipline individuals, provide clear performance improvement tips that help them improve. When you walk around the property, be helpful to guests and staff - helpfulness is a form of hospitality, after all! You also must be humble. As someone in a position of authority, it’s easy to think that your position makes you the best person to solve the problem. But that leaves blindspots and leads to employees feeling disengaged at work. That’s not a good recipe for hospitality! To avoid this, leaders don’t just listen but also ask to lead with questions, says Joseph Kirtley, GM at Highgate Hotels: “Leaders often feel that we are supposed to have all the answers. In actuality, being a great leader takes humility, and asking the right questions. Opening yourself to the strengths and knowledge of those around you takes you to another level.”   Did we miss any? Reach out over live chat to share your favorite tips with the Hotel Tech Report community!

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The 20 Biggest Travel Technology Innovations of the Last 50 Years

by
Hotel Tech Report
1 month ago

In many respects, 2020 was supposed to be a milestone year. It has a pleasant ring to it, with balance and heft. It also had a convenient correlation to the optometrist’s shorthand for perfect vision. Well, 2020 certainly was a milestone -- but for reasons that no one ever could have predicted.  Given that hindsight is always 20/20, we figured it was time to look back on the history of travel and pull out some of the most important innovations in travel technology over the last half-century. It was a period of tremendous growth, with major expansions of the industry in all directions: land, sea, air. The tourism industry grew from around 165 million in 1970 to 1.5 billion in 2019 (obviously 2020 is an outlier here, so we went with 2019).   Technology was a tremendous force in driving this growth in travel, mirroring broader trends in technology-fueled growth across the global economy. So which travel tech innovations had the greatest impact and fundamentally and positively changed the trajectory of the industry? Here's a timeline of the most important moments in travel technology over the last 50 years. Each signifies a milestone that influenced travel’s journey, ultimately becoming a global industry that provides opportunities for millions of people. The travel industry is changing rapidly and even the dominant online travel agencies aren't safe from disruption.  New technology from augmented reality to next-gen social media like TikTok will continue to change the way we get inspired, where we go and how we share our travel experiences.  Pressing questions lie ahead as we think about the next 50 years and to predict the future it's important that we first understand the past.   The past informs our thinking around transformative questions like: If virtual reality becomes ultra-realistic will we still want to travel in the future? Will biometrics safety tech be so accurate that we'll no longer have lines at the airport? Will the internet of things (IOT) help travel companies deliver hyper-personalized travel experiences? Let's hop on a time machine through the last 50 years of travel innovation!   January 1970: The 747 officially enters service The era of mass tourism really took off with the Boeing 747, which was in and of itself a technical marvel. For the first time, tourists could be transported in large numbers across vast distances. Both leisure and business travel became not just more practical and convenient but also a bit more affordable, as airlines could lower prices by packing more people into a single aircraft.      October 1971: Magic Kingdom opens in Florida And with it began the relentless global march of theme parks worldwide. As the first expansion beyond Disneyland in California, it not only heralded the beginning of an era of mass tourism and packaged culture -- but also the idea that technology could enable more fluid in-person experiences: the entire kingdom was built one story above ground level to accommodate utilidors, the passageways that cloak all operations from public view. That preserves the fantasy -- and put the “magic” in the kingdom.     1976: SABRE opens to travel agents  Since going live in 1960, the GDS had transformed how American Airlines managed its bookings. But the real moment that mattered was when SABRE opened up to travel agents. This meant that travel agents could more efficiently serve customers and thus accelerated the popularity of package tours, resort destinations and last-minute travel. Eventually, of course, Amadeus and Travelport entered the market, further fueling travel’s digital transformation, such as OTAs making self-serve travel a reality.     1976: FOSSE installed as Marriott’s first PMS Dave Berkus wrote the code for his PMS in 1974, growing his business rapidly as he installed his property management system at more hotels. Eventually, Marriott licensed the technology, called it FOSSE, rolled it out worldwide...and proceeded to use it for nearly three decades! The PMS was a companion to existing Central Reservations Systems, which managed reservations externally but didn’t offer functionality to manage internal operations and the guest experience.  Today, there are nearly 700 PMS vendors, alongside other hospitality technologies that help hotels manage operations, reservations and customer relationships.   Legacy tech held sway for decades, but cloud-based options are loosening the grip. [source]   1976: Foreign currency exchange replaces gold standard With the Jamaica Agreement among IMF member countries, floating exchange rates became the global norm. Travel between nations would eventually be influenced greatly by the relative value of each country’s currency, creating a new dynamic in how travel trends unfolded around the world. Fluctuations in currency valuations would now influence the ebbs and flows of travelers based on their home currency’s relative strength and weakness.    May 1981: American Airlines launches loyalty program American Airlines wasn't the first to launch a loyalty program (that honor goes to the defunct Texas International Airlines). But it remains the world’s largest and longest  continuously operating loyalty program. Marriott followed closely after, launching its loyalty program in 1983. Loyalty would eventually become a billion-dollar business for hotels and airlines, who benefited from the rise of premium rewards credit cards.  An early AAdvantage loyalty card shared on FlyerTalk Forum September 1983: GPS goes public  Originally developed for military use, President Ronald Reagan opened the system up to the public in September 1983 after a Soviet jet accidentally shot down a Korean passenger plane. Since then, GPS has been the lynchpin for so many of travel’s transformation technologies. What would rideshare be without mapping? How popular would the iPhone have been without point-to-point directions? Would travelers be comfortable exploring new places in such great numbers without the help of digital maps? The cost would have been too prohibitive for any one company to develop this technology on its own.   A military GPS tracker prior to its public release [source]   January 1988: The first STAR Report  The STR report has become the world’s most indispensable source of market intelligence for the hospitality industry. With the Smith Travel Accommodations Report (STAR), hotels could use actual aggregated data to measure performance against similar hotels. The STAR became indispensable and maintained its place at the center of a revolution in data-driven market intelligence.   The STAR report became an essential part of hotel revenue management.    Early 1990s: Marriott creates Demand Forecasting System Taking a cue from the nascent application of revenue management in the airline industry, Marriott created a Demand Forecasting System for its full-service hotels and a Revenue Management System for its limited service ones (read the genesis story here, it’s a good one!). By building models to predict demand, the hotel could more accurately price its rooms and optimize its revenues. This strategy was obviously transformative and became widely used across the industry -- especially as cloud computing made revenue management more practical for hotels of all sizes.   October 1996: Microsoft Expedia Travel Services Expedia started as an internal project within Microsoft. Its launch in 1996 heralded a sea change in the way travel was booked. No longer reliant on travel agents and ticketing departments, travelers could now research and book travel for themselves. Eventually joined by Booking.com, Google and hundreds others, Expedia entered the scene just as millions of people were accessing the internet for the first time.  As pure-play technology companies, OTAs rapidly cemented themselves at the center of the industry.    An early version of the Expedia website [source] February 2000: Salesforce launches its Web API The first enterprise application programming interface (API) was launched by Salesforce at its IDG Demo conference. Its XML API was the first out of the gate, unleashing a wave of innovation as businesses could share data with other companies and customers in an entirely customizable manner.  As APIs proliferated, data silos fell. Organizations could build applications that pushed and pulled data across products internally, while also making data more accessible to external partners. This accessibility drove innovations around open APIs, which enabled hospitality brands to build customized tech stacks with two-way data sync, all at a lower-cost than legacy tech.     The original Salesforce site. [source]   2001: First review added to Tripadvisor Tripadvisor began as a personalized trip planning website that aggregated reviews from guidebooks. But a small button asking visitors to add reviews took off, with eager travelers leaving reviews en masse. As the first user review site in travel, Tripadvisor began to wield extraordinary power over traveler decisions. Hotels began to watch their online reputations closely, focused on both responding to reviews and getting guests to share positive experiences online. Yelp followed in 2004, cementing user reviews at the center of the online reputation economy. June 26, 2001 from the Wayback Machine.   June 2004: CouchSurfing and “live like a local” home-sharing  Conceived in 1999 and launched in 2004, CouchSurfing was a precursor to the commercialization of home-sharing by Airbnb. Alongside other sites like Hospitality Exchange, it offered travelers an online platform to connect with locals. These “hosts” would not only share their homes with travelers but would often become local guides, showing travelers a real slice of local life -- yep, this was also the original “live like a local” brand promise!  [source]   April 2006: Google Translate introduces instant translation While translation services transformed the way that we communicated across cultures, instant translation changed how we interact in real-time with others. Google Translate was the first mainstream instant translation service. Launched in 2006, it started off as browser-only and struggled to be accurate and sensible. Even in its earliest iteration, it was a tremendous help to travelers. Today, the app now supports 109 languages, with 500 million users translating 100 billion words per day. The app also translates photos and has a “conversation mode” so travelers can communicate fluidly with others. Instant translation also became a standard feature on Apple's latest iOS 14 update, which includes a Translate app that supports 10 languages. Users can download languages for offline translation and can also set up automatic language detection, which makes it a must-have tool for any traveler.   Google Translate’s simple interface made instant translation easy   August 2006: Amazon Web Services and cloud computing Cloud computing has been a fulcrum for innovation. Dave Berkus, investor and inventor of FOSSE PMS, sees cloud as central to the future of hospitality technology: “If we look ahead ten years, and certainly beyond 10 years, it would be easy to see a single cloud based system integrating everything from CRM to reservations to the accounting functions at the properties, all the way through all forms of marketing and follow-through.”  Amazon Web Services accelerated adoption of cloud computing by making it easy for companies to access shared server space on a “pay what you use basis.” Eventually embraced by Microsoft, Google, IBM, Oracle and others, cloud computing helped enterprises reduce IT infrastructure costs and increase flexibility. For startups, the technology was even more transformative, as it reduced upfront IT costs and simplified scaling up to accommodate demand.   [source]   June 2007: the iPhone changes everything After the GDS, which streamlined the buying and selling of travel via phone and online, the iPhone arguably had the biggest impact on travel. It was the start of the mobile computing era, which would eventually put smartphones in the hands of billions of people worldwide. Now travelers could take their computers wherever they went, meaning that they could make reservations at restaurants, search for things to do and, most importantly, stay in touch with friends and family while traveling. The smartphone became an indispensable tool -- and massive fulcrum for the growth of the industry, becoming cameras, contactless credit cards, room keys, taxi dispatchers, check-in counters, mobile travel agents and local guides.   The first iPhone on display in 2007 [source]   August 2008: Airbnb ushers in the home-sharing economy Originally called Airbed & Breakfast, Airbnb essentially commercialized the CouchSurfing model of connecting travelers with locals offering a place to stay. It gave homeowners a way to monetize unused space and fulfilled the emerging “live like a local” traveler ethos. The company would eventually transform the entire hospitality industry by expanding the diversity of accommodation types worldwide. Hotels were threatened, local governments bristled, and Airbnb grew to be a behemoth. The concept would rapidly expand to other assets, such as cars, boats and RVs, forever changing the economics of stuff -- and giving travelers an entirely new way to experience the world.   2010: UberCab launches rideshare revolution Taxis had long been a pain point in travel. From unknown wait times and handsy drivers to cabbies not wanting to go to certain neighborhoods and price-gouging at the airport, grabbing a cab was always a bit fraught. Now, with cabs on demand, pricing was transparent, wait time was visible and a driver’s reputation upfront. Travel would be forever different.   Early images of UberCab   October 2011: Apple integrates Siri into iPhone 4  Voice forever changed the way that we interact with our devices. The journey began when Apple integrated its Siri voice technology into the iPhone 4. As one of the earliest efforts in voice control, it was far from perfect. But it signaled a shift in thinking about the flexibility and accessibility of our digital devices.  The adoption of voice accelerated with Amazon's Alexa in 2014 and Google's voice assistant in 2016.  With all the major players integrating voice, it's now become a ubiquitous way to interact with our devices -- including the curtains, lights and appliances in smart hotel rooms!   Original coverage of voice control by Engadget.   November 2014: Digital keys become the next must-have Demagnetized cards are frustrating -- even more so when you happen to be in Vegas and the front desk is half a mile away. The first hotel chain to introduce digital keys was Starwood, who piloted the SPG Keyless program at 10 hotels in November 2014. Other brands followed close behind, with Hilton announcing a similar pilot later that year.  Since then, keyless has become standard across hotels worldwide. Digital keys also became a clever driver of loyalty, as digital keys could only be accessed by members.  Keyless entry also has become a major part of the vacation rental experience, allowing owners to manage properties remotely without a traditional “hand off” of keys. The ease of access was welcomed by guests, which often valued the self-service aspects of vacation rentals in the first place.   Keyless entry becomes standard as hotels partner with technology vendors worldwide.   2014: Uplift brings “buy now, pay later” to travel Even before Diner’s Club launched its charge card in 1950, most department stores offered some sort of installment plan. Then, as banks began to issue credit cards that didn't need to be paid off each month, America turned to credit and installments fell out of favor. Other regions preferred installment payments over credit, with certain countries (like Brazil) maintaining a strong consumer desire to pay in installments. In 2014, FinTech startup Uplift began offering its core service: a “buy now, pay later” installment option integrated directly into the payment systems of major travel suppliers. There’s also Affirm, which integrated with Expedia in 2016, and FOMO Travel, which offers interest-free payment plans for travel booked through its partners.   Uplift integrates within the checkout flow [source]   Bonus: Travel insurance The first known seller of travel insurance was James Batterson, who opened his travel-focused agency in 1864. For those who could afford to travel, the insurance was a must-have, given the risks of traveling long during that era. Today, travel insurance has become a global industry with a variety of options that range from stand-alone policies, add-ons to existing health insurance policies and benefits attached to premium credit cards.   Travel insurance is an important innovation as it provides peace of mind and confidence for travelers. Travel insurance that can be customized to individual needs offers a backstop to uncertainty for travelers. Of course, the global pandemic revealed how complex the product has become, with many travelers realizing that their policy did not cover COVID.   -- The tourism industry is one of the most exciting and rewarding career paths one can take - staying on top of travel technology trends is critical to success.  Did we miss any major innovations? Let us know over live chat so we can add yours to the list!    

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Guest Experience Category Press Releases

Monscierge Achieves Level III Global Support Certification

Hotel Tech Report
3 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
8 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

Registration is Now Open for the 2020 HotelTechAwards

Hotel Tech Report
1 year ago

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

Top Hotel Tech Providers Revealed in the 2018 HotelTechAwards

Hotel Tech Report
1 month ago

For the past 3-months, more than one hundred of the hotel industry's top tech firms across 40+ countries have campaigned in the 2018 HotelTechAwards joining in Hotel Tech Report's mission by leveraging customer feedback and transparency to speed up the pace of global innovation. Companies competed for the coveted top spot across 30 critical categories of hotel technology and today, Hotel Tech Report is proud to announce the 2018 winners.  The HotelTechAwards segment top technologies into the following categories: Marketing - technology that attracts new customers Revenue - technology that optimizes distribution and informs business strategy Operations - technology that helps hotels run efficiently Guest Experience - technology that differentiates the guest stay at a hotel Hotel Tech Report's global hotelier community rallied behind participating top vendors by contributing invaluable qualitative product feedback as well as more than 7,500 data points across key metrics including: ease of use, customer service, implementation, ROI and likelihood to recommend (learn more about scoring) to help determine winners. So what is the significance of the HotelTechAwards? "For the first time, hoteliers can reference an unbiased source of information provided by their peers and verified by a 3rd party to help them easily learn about and discover the best technology for their hotels. Hoteliers can often be slow to adopt new technology.  The reality is that they're slow for a reason--the wrong choice in a vendor can risk both their hotel's profitability and even their personal career" says Hotel Tech Report's Adam Hollander. "Whether its lost revenue from a poorly optimized mobile website, a lawsuit from a security system that failed to record or a hit to their P&L from a poorly calibrated revenue management system--hoteliers are justified in being especially cautious during the technology vendor selection process.  The HotelTechAwards serve as a platform to help educate hoteliers and keep their respective hotels competitive in a world where tech giants like Airbnb and Expedia are looking more like their compset than ever." Quantitative data is extremely important for selecting the right technology for any hotel company.  What is the ROI? What’s the uplift in conversion, how does a product improve guest satisfaction scores or decrease service response times? Quantitative data drives the promises made by vendors during the sales process. Subjective data from unbiased customer reviews enables decision makers to see how well vendors deliver on those promises.  The winners of the HotelTechAwards are the companies who have both world class products and incredibly strong relationships with their customers. To all of the companies (view all) who embraced customer feedback and transparency by campaigning in the 2018 HotelTechAwards, we commend you for your service to the industry at large and are now proud to present to you--the winners of the 2018 HotelTechAwards:   Bonus Feature: The 10 Best Places to Work in Hotel Tech