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Who are Hotel Tech's Most Inspiring Female Founders?

by
Hotel Tech Report
5 days ago

Female entrepreneurship has seen a staggering amount of growth in the last 40 years. As of 2018, the US had 12.3 million women-owned businesses, compared to 402,000 businesses in 1972. Today, women-owned ventures make 4 out of every 10 businesses within the US, a shift that has altered the landscape of female leadership. Even traditionally male-dominated industries, such as tech, are being disrupted by female founders and leaders. Women in the travel technology space are solidifying their leadership and paving the way for their younger counterparts to find their way in this growing industry.  While not a founder, Booking Chairwoman Gillian Tans is arguably the most powerful woman in travel tech.  She shares wisdom with budding female entrepreneurs and leaders: “The advice I would give to anyone starting out is to take risks and not be afraid of new challenges or opportunities. My career path was not obvious, I had to make many twists and turns along the way to get where I am today. It required taking some chances. But those were the moments where I learned the most. Without challenging yourself, growth opportunities are limited. So take the risks. You will be better for it in the long run, regardless of the short-term outcome." Without further adieu five of the travel technology industry’s most inspirational female founders, and how they forged their way to the top.   Robin Deyo, Cendyn Robin Deyo is co-founder of the global travel tech company Cendyn. With over 30 years experience in hospitality, Robin began her career on the sales side for Hyatt Hotels Corporation and Red Rock Resorts. In 1996, she and her husband recognized a hole in the market and co-founded Cendyn, a SaaS marketing, sales and event solutions platform for the hospitality industry. Cendyn enables hotels and hospitality groups to leverage data and drive guest loyalty in a secure and compliant way, while cutting down response times and offering personalized service. Cendyn’s foundational product, eProposal, was one of the first solutions to allow hotels to accept group business RFPs via their websites, thereby growing their group business. eProposal still makes up a small but important part of Cendyn’s overall portfolio today. Cendyn is the leading hotel CRM platform with over 30,000 customers across 143 countries, offering products that incorporate sales software and hotel digital marketing services with enterprise spend levels in excess of $1 billion. In June 2019, private equity firm Accel-KKR purchased a majority stake in Cendyn. Robin and her husband have taken a backseat in the day-to-day operations of the company. Robin has recently started De Joux Holdings, a company focused on investing in hospitality-focused and philanthropic projects. It will certainly be one to watch to see what exciting new paths this industry veteren will take next.   Alexandra Zubko, Triptease  Alexandra Zubko founded Triptease in 2013. Since then, it’s become one of the industry's fastest growing tech upstarts. One of the biggest issues facing the hotel industry has been the rise of online travel agencies. OTAs cut off the direct connection between hotel and customer and obscure room data for hoteliers, creating rate parity issues and making profitable pricing more elusive. Triptease increases direct bookings by making the booking process easier. Triptease: Attract is a metasearch management software that aims to drive an additional 10% of direct revenue to hotels at a lower cost than OTA commissions. Triptease: Convert is a direct marketing tool that flags a hotel’s most valuable guests, offering ways throughout the entire customer journey to make sure they book directly with the hotel. Triptease’s cloud-based software and real-time pricing tool give hotels increased ownership on how rooms are priced. Triptease was the top-rated Direct Booking Platform in 2018. Alexandra was VP, Head of Global Strategy at IHG (Intercontinental Hotel Group) prior to co-founding Triptease. She had her first taste of start-up life – in between working at consulting giants McKinsey and Goldman Sachs – as the founder of TripTips, an online social networking platform for sharing travel recommendations. For more on her background, check out our exclusive interview with Alexandra about her career journey and vision for Triptease.   Allison Page, SEVENROOMS Allison page comes to hotel (and F&B) tech with a finance background and a bachelor degree from University of Pennsylvania's prestigious Wharton Business School. Allison and her co-founder Joel Montaniel founded the business in 2011 and haven't looked back since raising more than $21M in funding to date. Hotel food & beverage operations often lack the resources and know how to run personalized marketing campaigns. SevenRooms’ segmentation and email automation enables F&B managers to easily add customizable tags to guest profiles then run rules based marketing campaigns to those segments.  Run unique marketing to critical segments like: first timers, high value regulars, positive reviewers and more. Companies like Revinate and Cendyn have demonstrated the immense value of personalized hospitality marketing campaigns.  Now F&B outlets can benefit from marketing automation too.   Janine Williams, Impulsify Janine founded Impulsify as a retail technology solution for hotels. Impulsify equips hoteliers with customized retail technology solutions to maximize impulse sales in hotel pantries and gift shops through a POS and inventory management solution.  Hotel front desk teams see a reduction in front desk retail traffic by up to 90%, enabling guests to get what they want when they want it.  Based in Denver, with 29 employees, Impusify was named top rated Lobby Technology in the HotelTechAwards. Janine takes any opportunity to fuse travel and giving back. Recently, she launched a campaign to donate a whole house to a family in need for every 50 hotels that added ImpulsePoint POS to their pantry or gift shop. Janine regularly travels to Honduras to build schools, clinics, and houses for those in need. It’s hard not to be inspired by the incredible female leaders that are finding success and bringing innovation to the travel tech industry. We are seeing unprecedented support for women’s empowerment within the workforce, turning what was once a barren wasteland for female leadership opportunities into a fertile ground for growth.   Tammy Farley, The Rainmaker Group Tammy co-founded The Rainmaker Group in 1998 where she spearheaded all sales, marketing, and customer-related operations for the company. Rainmaker is a market leader in profit optimization solution for hotels, resorts and casinos. Rainmaker has three key products: revintel, guestrev, and grouprev. The proprietary guestrev revenue management tool optimizes room rates to reflect guest’s spend across an entire property enabling properties to plan revenue goals and set rates based on demand. Grouprev helps hotel owners convert group and meeting business and maximize revenue. The tool optimizes group room rates, function space revenue, and manages a property’s sales and catering calendar. Revintel is a tool that aggregates and analyzes data to produce actionable insights to drive revenue and help site managers measure performance against corporate goals.  The Rainmaker Group was recently acquired by industry tech giant Cendyn (yes, that's the same Cendyn founded by Robyn Deyo above!) to help round out their digital offerings. Tammy will become a board member and continue her heavy involvement in local philanthropy.   Amanda Szabo, ResortPass Amanda Szabo is a serial entrepreneur and founder of Los Angeles based ResortPass.  The firm has raised $12.7M in funding to data according to data from pitchbook and has its sites set on global expansion.  In hyper competitive markets finding new hotel guests is expensive and difficult. Travellers are notoriously hard to market to which led Amanda to realize that hotels were missing the lowest hanging fruit around - locals. With that insight Amanda created ResortPass to sell day passes where locals (or guests at other hotels) can use luxury hotel amenities when they're not a guest.  ResortPass works with hotels like the W Hollywood and Viceroy Santa Monica and leverages a congestion-pricing model similar to Uber to ensure that those amenities don't end up getting over crowded for guests while ensuring that hotels achieve maximum profit.  This is one of those ideas that everyone says "how did this not exist before" but Amanda took the reigns and is executing like crazy to bring her vision to life.   Jennifer Wong, LaaSie.ai (formerly Stay Wanderful) Jennifer comes to hotel tech with a finance and real estate background, a bachelor's degree from MIT and an MBA from Harvard Business School. Jennifer founded LaaSie.ai in 2016 under the name Stay Wanderful).  The start-up uses Instant Gratification to power the transaction moment (i.e. booking on a hotel website) in a more relevant way for today's consumers. LaaSie.ai leverages a unique approach to loyalty by providing personalized incentives and perks, such as free Uber, Amazon credits or VIP access.  The platform can increase direct booking conversion and retention by leveraging an ever growing network of premium national & local merchant rewards alongside its AI technology. LaaSie.ai (under its former name Stay Wanderful) won Top Direct Booking Platform in the 2019 HotelTechAwards. The Company also won the Most Innovative - Judge's Choice Award at HITEC 2017 and of the Best Business Model Award at Launch Festival 2016.

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These Are the 5 Hottest Cities in Hotel Tech

by
Hotel Tech Report
5 days ago

Success for any startup is a blend of luck and skill, peppered with grit and resilience. It takes a methodical approach to pull together a team with exceptional skills to execute on an idea that solves a real problem for a well-understood customer. Even in a world of remote work, it also helps to be surrounded by knowledgeable advisors with industry expertise and a supportive community that can be tapped face-to-face. This is especially true in hotel technology, a tight-knit community that thrives on relationships. Of course, success is not solely dependent on location. However, clustering near other related businesses can rapidly increase your chances of success. A strong local network fosters better industry relationships that can shorten lead times on the sales side and accelerate development cycles on the product side.  That’s because the right locality puts you closer to your customers, which helps with getting actionable feedback quickly, and closer to potential investors, which accelerates momentum in rapid growth phases.  Proximity can also bring you the types of talent that underpin some of the 10 Best Places to Work in Hotel Tech. Cities with clusters of industry- and trend-specific companies give you better chances of finding the right talent for your business -- especially since former employees often go on to start their own startups that solve problems in the same industry, such as with Arise Travel. We’ve done a little legwork to help you discover some of the most vibrant and active places in the world to headquarter your hotel tech startup. With an active community familiar with hotel technology, depth of local talent pool, and a global mindset, these are our top five cities for travel technology.   London: Focus on Business Intelligence and Hardware London is an ideal place to take advantage of Europe’s diversity, as well as its relative closeness to the financial centers of New York. And, in spite of the looming Brexit, London remains itself a financial powerhouse. That means a dense concentration of global capital, coupled with a workforce details from countries all over Europe and beyond. With London's six airports, alongside train connections to most of Europe, London's location is ideal for startups looking to situate Themselves at the gates of Europe -- while still remaining as close as possible to the Americas. London also has the Traveltech Lab, a hub for travel technology startups that focuses on fostering a community of “innovation, collaboration, and creativity” that connects “technology startups with big corporates within the travel industry.” The dedicated space and organic community can be a boon to startups as they look to establish themselves, build a product, and grow their business. Hotel tech companies based in London: SiteMinder’s guest acquisition platform combines powerful optimization and analytics tools to capture more direct bookings for hotels. The company has greatly expanded its Exchange, which features dozens of integrations that make its guest acquisition tools even more useful for its 35,000 hotel and property manager clients.  While the firm will always call Sydney its home base - they've got a big presence from the London office. Mews is the backbone of hotel operations. Founded by a former rising star at Hilton, its property management system is the top-rated solution on HTR, and its kiosk, mobile check-in, and hotel app solutions are all highly rated by customers. OTA Insight is a “new breed of hotel tech company” that empowers hoteliers to fight against rate disparity, benchmark their own rates against competition, and leverage market intelligence to optimize revenue. The company’s newest feature gives hoteliers the ability to rate shop across different points-of-sale in order to monitor for regional differences in rate parity. Crave’s interactive tablets enhance the guest experience by putting property information, ancillaries, and in-room technology and messaging at guests’ fingertips. Thanks to industry-wide integrations, the tablets fold seamlessly into existing operations. Clock Software’s property management system combines crucial features, such as reservations, housekeeping, and channel management, as well as a robust API, into an all-in-one tool lauded by hoteliers. Case in point: Hoteliers votes Clock Software as a top PMS in the 2019 HotelTechAwards. Triptease is designed to return control of distribution to hotels. From acquisition to conversion, its direct booking platform merges metasearch advertising, parity monitoring, website widgets, and revenue management into a cohesive. Just last year, the Company earned an accolade as a top place to work in hotel tech. Pace reinvents revenue management with its “booking curve” approach to forecasting demand. The “intelligent revenue management” system alerts hoteliers to any unusual patterns to booking curves for each night, room-category and segment.  Fornova is a great example of London companies focusing on business intelligence: the company helps hotels monitor and benchmark distribution, as well as analyze market and property-level intelligence with HotelsBI and optimize pricing via its eCommerce Optimizer.  Iris Tablets offers hardware for guest rooms via its tablet technology. Its software also sets it apart: the cloud-hosted Guest Experience Platform (GXP) increases revenue, reduces costs and successfully improves the end-to-end Guest Experience for over 3000 hotels and restaurants worldwide. eRevMax is known for its pioneering channel manager and rate shopper RateTiger. Its latest product LiveOS turns “chaos to clarity” by smashing silos and pulling data from disparate systems into one dashboard to support real-time decisions.  Impala tackles a critical problem for hotels (and vendors serving hotels): how to integrate systems that don’t integrate themselves. Software providers can run a simple JSON script to integrate their products with those of other vendors in hospitality thus unlocking a new market.   San Francisco: Focus on Big Tech Silicon Valley has long been home to Big Tech. And even though the area has long since become less affordable than other cities the region’s reputation continues to attract ambitious entrepreneurs and world-class workers. The competitiveness is a double-edged sword: It can be costly to hire the best talent here, and investors quite literally have the cream of the crop. It can be a struggle for startups to both find the best people and raise the necessary capital to thrive. For these reasons, Silicon Valley has become home to larger hotel tech companies that serve the hospitality industry worldwide. These companies can compete effectively for talent, and take full advantage of the regions saturation of startups. San Francisco is also an interesting place for workers who eventually want to do their own startup: rich networks of talent and capital are useful at the seed stage as well. Hotel tech companies based in SF: Revinate’s CRM and email marketing software helps hotels develop long-lasting relationships with guests through targeted marketing, personalized campaigns, and deeper guest insights. Highlighting the value of being near other companies in the vertical Revinate recently announced a partnership with SF-based Duetto to allow hotels to use Duetto to price upsells dynamically in Revinate. Duetto is a full-stack revenue management technology. The company‘s Revenue Strategy Platform optimizes revenue and profitability across channels. This singular focus on total profitability underpins Duetto’s philosophy of Total Revenue Management. Sojern helps hotels marketers segment audiences and identify the best channels to advertise on. The company, which recently celebrated its 12 year anniversary, moved into new offices last year to accommodate its continued growth. Frontdesk Anywhere is a complete hotel management software suite that facilitates the guest journey from the initial online booking process through arrival, onsite operations and checkout.  Autoclerk serves hotels with property management and central reservation systems as well as a booking engine. It’s an end-to-end solution for booking guests, managing reservations, and operations. In a surprise move, BestWestern is the new owner of Autoclerk and promises to continue investing in the platform. MS Shift solves several operational issues for hotels: concierge management,  luggage tracking, front desk management, asset tracking, and maintenance/engineering management, among others.  Salesforce is the granddaddy of enterprise technology. It's fully-customizable CRM and sales software is widely used in the hospitality industry.  HelloShift is an easy-to-use messaging platform that enhances communications among staff as well as between staff and guests. With its combined approach Helloshift can become a hotel’s communications backbone. The company was recognized as the top staff collaboration platform in the 2018 HotelTechAwards. Medallia is a Customer Experience Management company that solves the problem of uneven feedback: it’s not easy to gather customer feedback across online and offline and transform them into something relevant and useful. Suiteness has an unexpected take on hotel bookings: it offers only suites. The value proposition extends to groups as it also empowers travelers to book connecting suites so that groups can stay together. Suiteness integrates with DHSCO and SynXis to expand access to the unique inventory.   Amsterdam: Focus on the Booking.com Alumni and Partner Networks Amsterdam is another great European city from which to base your hotel tech startup.  Data from Startup Europe found that Amsterdam’s share of Europe’s venture financing was EUR 1.67 billion. Amsterdam also has an added advantage: It's the home of globally-recognized behemoth Booking Holdings. The company, best known for Booking.com, employs thousands and will soon move into a high-profile new headquarters building. The steady growth of the company means that there is a sizable local population with the knowledge of travel and hospitality. The population is also highly fluent in English, which makes Amsterdam a city with solid international bon afides. Hotel tech companies based in Amsterdam: HotelChamp is a website experience and marketing optimization tool for hotels. When deployed on a hotel’s website, the toolset boosts direct bookings by adding a layer of personalization and segmentation. The latest tool, called Autopilot, leverages millions of data points to optimize a website in real-time.  Oaky unlocks pre-stay up selling so that hotels can offer room upgrades and other products prior to arrival. The solution improves profitability-per-booking before a guest even arrives on property. Oaky was awarded the top upselling and merchandising solution at the 2019 HotelTechAwards. 4Suites solves the keyless entry problem for hotels. It's smart access technology simplifies hotel operations, reduces costs and upgrades the guest experience. iReckonU sits at the core of your hotel’s tech stack to pull in data from other tools to reveal new insights and to enrich guest profiles. This “guest experience framework” improves the efficacy of marketing while also putting operations closer to guests. Hoteliers.com combines all distribution channels into a single view which reduces complexity and increases control for independent hoteliers looking for an affordable-yet-powerful channel manager. Olery solves reputation management for hotels. The system captures reviews from over 100 channels, and pulls them into a single interface for hotels to handle quickly and efficiently. It also has an analytics and marketing component to give hoteliers tools to improve and promote its reputation. Olery’s latest report dives into reputation in the Middle East.   New York City: Focus on Marketing NYC is a fantastic place to run a hospitality technology startup. The city has one of the highest concentrations of hotels in the world, which puts your startup close to many potential customers. The city is also one of the global hubs for media, which may have something to do with the over-indexing on start-ups with a hospitality marketing focus. New York is also home to Voyager HQ, a hub for a global community of travel and hospitality tech startups. The co-working space is home to many startups in the industry and often hosts meetups and networking events that provide a solid base for its startup community.  As European companies hit scale they tend to make New York their first foray into the U.S. market as evidenced by Triptease and Mews Systems both sending their founders overseas. The flight between NYC and London is pretty manageable and so is the time zone - what better launchpad for world domination? Hotel tech companies based in NYC: Travel Tripper provides distribution and marketing support to everyone from small independents to major brands.  Hotels looking for an all-in-one marketing partner should look no further since the firm has it all: Booking Engine, CRS, Digital Marketing Services and Hotel website development.  With freshly infused Accel-KKR capital Travel Tripper merged with Pegasus and now provides additional business intelligence and GDS services. InnRoad is a popular property management system for small properties and boutiques. HeBS recently rebranded as Next Guest with the integration of Serenata Intraware’s CRM technology.  While Serenata remains run out of its Germany headquarters NY provides the mothership and HeBS’ bread and butter is still digital marketing. TravelClick was recently acquired by publicly traded travel tech behemoth Amadeus and while Amadeus is run out of Spain, we imagine that it’s New Hampshire based hospitality division is going to get a little FOMO when they see their sister company’s New York City digs. Volara provides voice recognition software to hotels solving for the challenges of systems integrations and cyber security - giving hotels the ability to install turnkey Amazon and Android devices in their rooms. ALICE was one of the first company’s in the market to “make hotel tech fun again” lead by marketing guru Alexander Shashou and technical savant Dmitry Koltunov - the firm is an unstoppable force in the hotel operations space. LaaSie.ai (formerly Stay Wanderful) is a lesser known direct booking platform providing a network of merchant partnerships that can be leveraged to increase hotel website conversion and ultimately drive more direct bookings.  LaaSie recently rebranded and similar to Travel Tripper above was originally funded by NYC based Highgate Ventures. SEVENROOMS is a restaurant software company that provides CRM and guest management services to dozens of hotel restaurants around the world. Bizly is a meeting booking platform that helps corporate meeting planners find the best venues for small breakout meetings (i.e. hotels). Los Angeles/San Diego: Focus on Messaging Long known as the entertainment capital of the world, LA has emerged as a tech hub in its own right. Part of this is due to its status as a (slightly) more affordable option for SF startups. Another part is due to the convergence of technology and entertainment; as more startups emerged to build technologies underpinning next-gen entertainment, it naturally created a local base of tech talent. Another reason for the rising popularity of southern California as a technology hub? Clearly it's the weather! But the preponderance of sunny days, many weather-weary San Franciscans and New Yorkers have made the move. By the influx, the city intense relative affordability compared to cities of the same size and scope. Coupled with the great quality of life, southern California has become quite the contender on the global tech stage. Socal is an hour flight to both a hotel hub and tech hub, Las Vegas and Silicon Valley respectively. Hotel tech companies based in Los Angeles/San Diego: INTELITY’s guest engagement platform bridges across departments to connect staff with guests across text, voice, and digital channels. The company also offers an hotel operations platform for staff management, That includes recorder and task management, as well as analytics. INTELITY recently merged with KEYPR to expand its reach and reliability worldwide. Cloudbeds provides a booking engine, channel manager, property management system, and revenue optimization tools for independent hotels, boutiques, B&Bs, and hostels. The comprehensive hotel management solution was named a finalist for the People’s Choice Award at the 2019 HotelTechAwards. Whistle’s guest messaging technology simplifies communications so that staff can respond to messages in real-time from a single dashboard, regardless of whether the message is an email, website chat, or text message. For the second year in a row, Whistle earned the top spot as the #1 messaging platform on HotelTechReport. ResortPass has raised more than $12M to help hoteliers grow revenue by selling premium access to luxury amenities like the pool and spa during off-peak hours.  The Company is based in Santa Monica and works with top tier hotels like the Viceroy Santa Monica and W Hollywood. TrustYou While they are headquartered in Munich, Germany, TrustYou set up shop in San Diego, CA back in 2014 in order to better serve the growing US hotel industry. Their 10 local employees support functions across all facets of the company including Business Development, Account Management, Client Success, Finance, and Marketing. Zingle is a messaging platform that connects guest and staff across channels and devices so that communications is always streamlined and never siloed. The company recently announced AI-driven Intelligent routing that analyzes a guest’s intent to intelligently (and automatically) route guest requests to the right department or person. GuestBook Rewards is a loyalty program for independent hotels. Guests have a choice of cashback, credits for a future trip, or a charitable donation -- an incentive model that sets GuestBook apart from its competitors.  The program has become the largest network of independents, with over 600 member hotels in 55 countries. GuestCentric gives hotels control over their revenues by solving the guest acquisition problem: with a CRS, a digital agency  The company was a HotelTechAward finalist in 2018. JDA Software’s revenue management solution solves the revenue management problem for hotels. Thanks to an advanced forecasting engine that includes consumer intent and price sensitivity, the software increases revenue and boosts margins. Clicktripz is a monetization platform for publishers. Using proprietary ad-serving technology, Clicktripz’s targeting and granular bidding means that publishers can efficiently monetize audiences by connecting them to suppliers and advertisers. Kallpod is a service tracking solution that encourages guests to call for service right from their table. Kallpod Pro extends this functionality with customizable buttons, a two-way interface for staff to talk to each other, and a data platform to assist with more intelligent staffing.

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

by
Hotel Tech Report
4 days 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 Global 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 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 Global Support Certification is now live for hotel technology suppliers to apply for certification.  This budget season, for the first time ever, hotel tech buyers can easily vet customer support for future vendors and access support certification details right from company profiles on Hotel Tech Report. Learn more about the certification

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6 Must Listen Podcast Interviews For Hoteliers Interested in Tech

by
Hotel Tech Report
4 days ago

1. FOSSE creator Dave Berkus uses lessons from history to predict the future of hotel technology Listen now >   2. Freehand Creator and Angel Investor Roy Alpert on Using Technology to Create Revolutionary Hotel Brands Listen now >   3. Former Sabre Strategy Chief: Hotel Tech in Emerging Markets, Cyber Security in the Hotel Industry and the Future of GDS Listen now >   4. Cendyn Chief Sales & Marketing Officer, Tim Sullivan Talks Artificial Intelligence, Hotel Technology’s Place in Web 1.0 and Why Everyone is Wrong About the OTAs Listen now >   5. Triptease Founder Charlie Osmond Tells All: How his tech startup got into 12k hotels, raised $20M in venture funding and beat a $65B company Listen now >   6. Former Ruckus Wireless VP of Hospitality Ted Watson Discusses the Recent $800M Acquisition, Major Trends in WiFi Connectivity and the Critical Role HTNG Plays for Innovation Listen now >

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Registration is Now Open for the 2020 HotelTechAwards

by
Hotel Tech Report
2 months 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

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Marketing Category Press Releases

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

By Hotel Tech Report
4 days 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 Global 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 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 Global 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

By Hotel Tech Report
2 months 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

5 Important Social Media Marketing Tips for hotel owners

Hotelogix
3 months ago

The marketing of hotels through social media has been gaining ground in recent years. Any hotel’s social media strategy has to go beyond posting room rates and discounts. It’s about what users wish to see and know rather than what you, as a hotelier, want to update online. A hotel’s social media marketing ideas can range from the basics to the most innovative as hoteliers need more than just visibility online. Reviews, shares from users, comments and more are useful to define your brand and its offerings. When planned well, a hotel’s social media campaign can give a massive boost to the revenue and brand presence.Let’s understand the basics of various social media channels before planning the hotel’s social marketing campaign.Favorable Platforms for Social Media Marketing in Hospitality Industry: Wondering how to promote a hotel online using social media? Firstly, understand these platforms to work on a hotel’s social marketing strategies and improve visibility.Facebook A strong Facebook marketing strategy will propel your hotel brand to a new level altogether. One can ‘create a page’ on Facebook and boost posts, run paid advertisements, polls, add videos, images and more. You can also use Facebook to leverage the community effect, build trust, get referred via a guest’s network and do much more. Be creative with your hotel’s Facebook post ideas.Pinterest Known as a visual board, Pinterest can be a great tool for hoteliers. It’s easy to update photographs of your hotel’s property here. Attractive visuals are a must for your pins to be ‘re-pinned’ by users and to gain a fan following. Pinterest provides a great platform for marketing hotels through social media.Twitter While the tweets on this social media platform have a short shelf life, this is another great platform to connect with guests, handle queries, attend complaints, etc. Hoteliers can use Twitter to announce a message, converse, connect, build brand presence, and follow relevant travelers.Google+ Google+ acts as an apt social media platform as users search for hotel brands on search engines as well as Google maps. A Google+ page with comments from travelers will also appear in search results defined on Google Maps.LinkedIn LinkedIn is also an important platform for a hotel’s social media campaign. Hotel staff with LinkedIn profiles can share updates (achievements, new announcements) on this platform. Use this platform to establish your hotel’s thought leadership in this industry within the appropriate groups.Instagram Yet again, high-quality photos are a must for Instagram accounts. This is visual paradise – images must be share-worthy with appropriate hashtags.[caption id="attachment_10981" align="aligncenter" width="1200"] Top 5 social media marketing tips for hotels[/caption]Use these above 5 social media tips to increase your hotel’s online reach and visibility We hope these 5 tips help you build best hotel social media campaigns to boost your presence amongst online customers. Remember these thumb rules – use the art of storytelling for Facebook and Google+, listen to the social media noise on Twitter, glam up your Pinterest boards, devise artistic creatives for Instagram, and put forth your industry updates on LinkedIn.Boost your online reputation with Hotelogix now!

Top Hotel Tech Providers Revealed in the 2018 HotelTechAwards

By Hotel Tech Report
2 months 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

Marketing Category Overview

Hotel marketing is a complex and nuanced practice that requires planning, patience, and the ability to analyze and adapt to results. In practice, a hotel marketer blends a creative mindset with a strategic approach that uses strong creative in support of marketing campaigns that increase occupancy and revenues.  A hotel marketer’s role has three overlapping components: creativity, strategy, and relationship management. Across these components, a hotel marketer must be a team-oriented problem solver, as well as an outcome-based thinker that consistently plans and executes to achieve desired outcomes. 

Historically hotel marketers have been focused on PR and community engagement; however, in today's digital distribution landscape it is critical for hotel marketers to be tech savvy and know how to use the proper tools.  Just as a major tech company wouldn't hire a sales rep who can't use Salesforce or Marketo - your hotel should avoid candidates who don't know how to operate the tech tools needed to properly market your hotel. 

Here are some of the critical software and service categories that every hotel marketer must be familiar with to succeed.

Every hotel (branded or independent) needs a digital marketing agency partner.  The OTAs are taking guests away from you and charging 15%+ commission on each booking. What digital marketing agencies do is make sure that your property is interacting with your guests throughout the entire booking journey and that these prospective guests are ultimately booking directly through your website. The channels and strategies involved in any agency's approach and are highly customized to each property. Using a blended approach to media distribution and channel distribution in addition to behavioral and personalization techniques both on and off website, a digital marketing agency should drive incremental direct bookings for your hotel.

Key Digital Marketing Agency Services:
  • SEO
  • SEM
  • Website development
  • Email marketing
  • Metasearch management
  • Social media management
  • PR
  • Paid advertising

Top Hotel Digital Marketing Agencies:


An internet booking engine is essentially the shopping cart equivalent for a hotel website and it’s sole purpose is to drive and convert direct bookings. A good booking engine is optimized for conversion by providing a seamless booking process where your guests can view rates and room types and complete a booking as simply as possible. An effective booking engine should map data directly into your property management system through a channel manager.

Key Booking Engine Features:
  • Channel Manager Integration: To ensure that your room inventory across all of your online channels is automatically updated, it’s vital that your booking engine integrates with your channel manager. 
  • Mobile & Social Media Compatibility: It is absolutely essential that your booking engine works seamlessly on mobile and is compatible with the social media websites that your hotel is listed on. 
  • Data Collection: Your booking engine should provide you with transparent, in-depth insights that will allow you to find demand and booking patterns. 
  • Flexible to Your Hotels Needs: Does the booking engine display the languages and currency that your guests are familiar with? Does it provide online voucher redemption or does it offer wedding and corporate booking modules? These are some questions to determine if the booking engine is flexible to your hotel’s needs. 
  • Set up, Service & Support: Perhaps the most important point of all is service i.e. how you are looked after by your provider. What is their set up, ongoing support and training like? Do they make you feel special? Is your business important to them?

Key Players:

Direct Booking Platforms boost the performance of your current website and booking engine with tools that add a layer of personalization to your website. The most effective platforms track user behavior on hotel websites and then serve tailored messages and promotions based on that behavior - for example, an early-bird offer to a guest searching six months in advance of their stay. Platform providers with significant data scale are able to automate much of the optimization experience by constantly feeding their learnings from thousands of websites back into the platform for the benefit of every client. Providing the right message at the right time improves the guest experience and has a significant impact on direct bookings (reducing OTA commission costs for the hotel). A Direct Booking Platform enables a hotelier to test and optimize their website content in order to increase conversion. With every booking, hoteliers can learn to target and convert more guests.

Key Features:
  • Pricing and Parity Data Accuracy & Insights: Industry-leading pricing and parity data accuracy accompanied by accessible information on undercut breakdown, undercut rate vs conversion rate, parity
  • Price Comparison Widget: Customizable price comparison widget, regularly UX tested on real guests to optimize design
  • Message Targeting: Targeted messaging with advanced segmentation and triggering capabilities
  • Automated Live Chat: An AI chatbot designed to answer specific questions about your hotel so your staff can focus their energy elsewhere.
  • Drag-n-Drop Customization: A self-service online message builder allowing hoteliers to create personalized, customized messages easily (either from templates or from scratch) and to view results and edit instantly.
  • Hospitality grade: Live chat features designed specifically for hoteliers including PCI compliant, secure card detail collection and image/pdf uploads.
  • Analytics & Reporting: A quick view dashboard displaying graphs and metrics for conversion data, direct booking trends over time and additional performance data and insights.
  • Data Driven Experimentation: A dedicated data science team focussed on running accurate product tests and drawing industry and hotel specific insights from extensive data.

Key Players:

Upselling software gives your hotel the ability to get more spend from the same guest, by providing valuable services, offered at the right time and at the right price to the right guest. When done properly, upselling results in more incremental revenue and a better guest experience.

Key Features:
  • PMS Integration: Automated connection with database (PMS/Channel Manager/OTA). A 2-way integration with your property management system can dramatically increase efficiency but upsell software can be operated without it.
    • Exclusion Lists: Possibility to exclude guests from receiving the offering. 
    • Easy to use and cross-device: Easy to use platform for guests to redeem offers on any device. 
    • Real time reporting: Gain insights through analytics and reporting to improve over time. 
    • Customizable CMS: Helps ensure that staff is able to update, customize and test offers in real time. 
    • Multi-language: support Your guests come from all over, make sure you are able to reach all of them.
    • Email Automation: Automatic offer, redemption and confirmation emails.
    • GDPR Compliance: Make sure your provider meets EU data protection privacy standards.
    • Exclusion Lists: Possibility to exclude guests from receiving the offering.

Key Players:

Reputation and review management solutions aggregate all forms of guest feedback from across the web to help hoteliers read, respond, and analyze the feedback in an efficient manner. 95% of guests read reviews prior to making a booking decision, and after price, reviews are the most important decision variable when booking a hotel. With reputation and review management solutions, hotels can positively impact the reviews and ratings that travelers are seeing when making a booking decision.

Key Features:
  • Review Aggregation: For many hotels, the most important review channels include their own guest satisfaction survey, Booking.com, TripAdvisor, and Google. If these review sites are not included as part of the solution, the hotel will have to duplicate their review management efforts. 
  • Enterprise Visibility: For hoteliers who oversee multiple hotels, or sit at a corporate level, the option to view and report on behalf of all managed properties is a definite requirement for usability and effectiveness. 
  • Semantic analysis: Simply reading through or scanning reviews will not provide a hotelier any insight into how to improve, but with aggregated review summaries provided by semantic text analysis, hoteliers can start to see what's most positively and negatively impacting their rating. 
  • KPI Reporting: Hoteliers often need to provide reports on their KPIs, i.e. response rate, in order to meet the required status quo. To make them easier to track, they can be downloaded directly from the hotelier’s account or automatically scheduled via email.
  • Competitor Benchmarking: When hoteliers are searching for a hotel, they are comparing the scores of a hotel's competitive set. Understanding and tracking how your hotel is performing in comparison to the competition is a key component to driving bookings.

Key Players:

Effective metasearch management software and digital marketing campaigns help hoteliers drive revenue, attract new customers, and achieve greater business goals. The tools and services provided by a metasearch management software enable travel brands to maximize their digital reach. This in turn, allows them to grow their business and increase their profitability.

Key Features:
  • Robust Reporting: Metasearch campaigns can have hundreds of thousands of data points and complex bidding layers. You’ll want the ability to access reporting that is robust, customizable, and in alignment with your internal numbers and business goals. 
  • Bid Management: Automated bidding features allow you to apply the best bidding model to fit your company’s goals, constraints, and data. This gives you the freedom to choose exactly how to bid for your campaigns and implement custom algorithms to maximize results. 
  • Custom Labels: Labeling or tagging features allow campaign managers to set both automated and one-off grouping of properties based on any custom value. If you’re managing metasearch for hundreds or even hundreds of thousands of properties, labels are a necessary feature for organizing your campaigns and identifying trends. 
  • Property Content Management: Reporting that is informed by rich property-level data, enables you to add geographic context to broad reports and bring in extremely granular hotel attributes for a more detailed analysis.
  • Intelligent Targeting: Audience targeting involves setting bids for specific groups of customers. The ability to segment your metasearch campaigns by audience is an important feature for reaching your target customers with your ads.

Key Players: