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Registration is now open for the 2022 HotelTechAwards (hoteltechawards.com), the industry's only data-driven awards platform that recognizes best-of-breed hotel technology companies who win in the eyes of the judges that matter most - their customers. Last year's 2021 HotelTechAwards Winners included top hotel technology companies such as Cloudbeds (PMS), ALICE (Guest App), Revinate (Hotel CRM), IDeaS Revenue Solutions (RMS), OTA Insight (Rate Shopper), and ASSA ABLOY Global Solutions (Mobile Key). "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value," says SiteMinder CEO Sankar Narayan. Narayan's sentiments are mirrored by ALICE co-founder Alex Shashou, "The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year." Companies will compete for category leadership across marketing, revenue management, guest experience, operations and sales technology. Hotel technology companies ranging from hardware to software and service businesses like digital marketing agencies are eligible for nomination. Dozens of companies around the world have already pre-registered for the competition. Registration closes on September 1st. Voting will take place through December 15, 2021, and winners of the 2022 HotelTechAwards will be announced on January 15, 2022. "As a former hotelier there was ultimately one thing my team wanted to know about prospective technology partners," says Jordan Hollander, co-founder of Hotel Tech Report, "We wanted to know what other hoteliers like us thought about the service providers, that they were tried and true and that the company could deliver on their sales promises. The HotelTechAwards were designed to do exactly that - they help hoteliers see what people like them honestly think about products and services to help them make better decisions for their properties."
This week, dailypoint™ 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. “When it comes to the email marketing and CRM for hotels there is not always a clear and obvious answer but rather there are constantly evolving best practices to make sure you are maintaining a clean database and strong email reputation to ensure your campaigns are successful. The dailypoint team not only has great self service support via their help center and ticketing systems to answer questions but they also have an academy for customers to learn best practices and constantly grow their knowledge which is just as critical,” Hotel Tech Report co-founder Adam Hollander. "Even the best software will not be successful in the long run if the support does not offer the same high level. For dailypoint the quality of the support and account management team is a core element of our philosophy and a main guarantee of our growth." Dr. Michael Toedt, CEO @ dailypoint™ The below GCSC assessment outlines the verified systems and processes that dailypoint™ has in place to educate, train, retain and support customers. dailypoint™'s GCSC Assessment Summary Rubric Score: 27/34 Certification Level: Level III Customer Orientation: Customer Centric Recommendation: Recommended Support Team Size: 7 Support Team Leaders: Claus Kannewurf, Executive Director of Service & Support Certification Period: February 2021-February 2022 Support Stack: Jira, dailypoint, Youtube, Wistia, Manula, Microsoft Teams, Userlane 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 dailypoint™ 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. (NEW, Updated Feb '21) 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 dailypoint™ 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, German) 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 dailypoint™ 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. 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product. 4.10 Customer conference: Vendor produces an in-person or online user conference to build a community, share product updates and educate users on best practices. 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 dailypoint™ has in place for clients: 2.5 4-star avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4/5 across all client reviews. 3.7 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 50+ verified client reviews. (NEW, Updated Feb '21) 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.
15 technology companies have come together to create transparency for hotel technology buyers around the world. The initiative, facilitated by Hotel Tech Report, rates hotel software vendor customer support processes on more than 30 key variables to help buyers make better partner decisions. Each year hotel owners lose billions of dollars due to software downtime and unused features. By leveraging the new GCSC Global Customer Support Certification, hoteliers can confidently enter new technology partnerships with transparency into the support systems that are in place to mitigate such issues. Software inevitably goes down and great customer support is the best defense against steep losses. Hoteliers who work with Hotel Tech Report Support Certified vendors also know that those partners have invested in training materials and content to ensure that their teams have everything they need to realize successful outcomes. The certification creates accountability in the vendor community to maintain the highest levels of service for clients through an annual audit by analysts at Hotel Tech Report, the world’s largest technology research platform and online community for the global hotel industry. Leading firms such as Mews Systems, OTA Insight and IDeaS Revenue Solutions have been key supporters of this new industry standard which paves the path for better relationships between technology firms and their hotel clients. “We initially came to Hotel Tech Report with a simple concept. Our hypothesis was that companies with great customer support would be happy to grant full transparency around their support KPIs with Hotel Tech Report and that companies with subpar support would never give that kind of access. The team at HTR has brought that concept to life and we’re proud to give full transparency into how we engage, educate and support our customers on a global scale. Ultimately this support certification is an easy way for hoteliers to identify the companies who really treat their clients as partners - it’s a gamechanger for the industry,” says Richard Valtr, Founder of Mews Systems. Decision makers at hotel groups often spend months researching software feature functionality and pricing - but rarely are they able to develop deep insights into how the relationship changes and the level of support their team will receive once the contract is signed. “Hoteliers are constantly rated by parties like JD Power and AAA on the service they deliver to guests which ultimately helps guests find the best hotels. With this initiative, hoteliers can now benefit from the peace of mind that comes with knowing their future vendors have not only been pre-vetted for professional customer support prior to contract lock-in but they can also easily learn about which tools and processes are most important and which one’s prospective vendors have invested in to help them succeed beyond deal close.” ~Adam Hollander, Hotel Tech Report Poor customer support is incredibly costly for both hotel software buyers and sellers. For buyers, poor customer support from technology vendors can lead to lost revenue, poor guest satisfaction and weak ROIs on technology spend. “When a booking engine goes down hoteliers can lose thousands of dollars each minute. What if it takes 24-hours to reach their vendor’s support team and fix the issue? Hoteliers rarely anticipate, let alone, calculate these kinds of costs when signing up with a new vendor because they’re out of sight and out of mind. Once it happens to them they go into a panic and wish they knew ahead of time,” says Hollander. Another benefit of strong customer engagement processes is maximization of software feature functionality. A study conducted on 3.8M software users shows that $30B is wasted each year on unused software in the U.S. alone. Vendors that meet Hotel Tech Report’s support certification have been pre-vetted for the tools and processes necessary to ensure that hotel teams will be properly trained on all feature functionality which ultimately helps them maximize their investments in software and achieve higher ROIs on their software spend. "45% of software features across the SaaS sector never get used. This is a huge waste. While OTA Insight's usage stats show that the intuitive features in our tools are very well used, we strive for more than just delivering software that works properly; we're committed to ensuring that clients can maximize their investments by ensuring our products and functionality are simple, intuitive and add value. With a heavy focus on customer feedback and input, this informs our ongoing product development," says James Parsons of OTA Insight. Founding members of the GCSC Customer Support Certification rallied across the globe to bring this initiative to life. Each founding member granted Hotel Tech Report access to their internal systems for the team to rate service delivery with its proprietary support certification framework. Founding Members of the Global Support Certification include: Mews Systems (Prague) IDeaS (Minneapolis) OTA Insight (London) TrustYou (Munich) Travel Tripper (New York) Hotelchamp (Amsterdam) Oaky (Amsterdam) Revinate (San Francisco) D-EDGE (Paris) Pace (London) Beekeeper (Zurich) RevControl (Eindhoven) Hotel Effectiveness (Atlanta) GuestRevu (Port Alfred) Stardekk (Brugge) The GCSC Global Customer Support Certification is now live for hotel technology suppliers to apply for certification. This budget season, for the first time ever, hotel tech buyers can easily vet customer support for future vendors and access support certification details right from company profiles on Hotel Tech Report. Learn more about the certification
Registration is now open for the 2020 HotelTechAwards (www.hoteltechawards.com), the industry's only data driven awards platform that recognizes best of breed hotel technology companies who win in the eyes of the judges that matter most - their customers. 2019 winners of the HotelTechAwards included top hotel technology companies such as TravelClick, Beekeeper, Screen Pilot, Atomize and Oaky. New York based ALICE won "The Best Places to Work in Hotel Tech" edging out runner up Mews Systems (10 Best Places to Work in Hotel Tech). "Revenue generation and operations have become very complex for hotels, threatening profitability and detracting from the customer experience. The answer lies in innovative technology solutions, which can disrupt the disruptors. The HotelTechAwards recognize these technologies and their beneficial impact on the future of our industry." says Marc Heyneker, CEO at Revinate, one of the hotel tech industry's most recognized brands and 2019’s top rated Hotel CRM. Companies are competing for category leadership across marketing, revenue management, guest experience, operations and sales technology. Hotel technology companies ranging from hardware to software and service businesses like digital marketing agencies are eligible for nomination. More than 40 companies around the world have already pre-registered for the competition. Registration closes on September 1st. Voting will take place through December 31, 2019 and winners of the 2020 HotelTechAwards will be announced on January 15, 2020. "As a former hotelier there was ultimately one thing my team wanted to know about prospective technology partners," says Jordan Hollander, co-founder of Hotel Tech Report. "We wanted to know what other hoteliers like us thought about the service providers, that they were tried and true and that the company could deliver on their sales promises. The HotelTechAwards were designed to do exactly that - they help hoteliers see what people like them honestly think about products and services to help them make better decisions for their properties." Learn more about the HotelTechAwards and register now at www.hoteltechawards.com
Marketing Category Overview
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:
- Website development
- Email marketing
- Metasearch management
- Social media management
- Paid advertising
Top Hotel Digital Marketing Agencies:
- Screen Pilot
- Travel Tripper
- Net Affinity
- Incite Response
- Lights on Digital
- Milestone Internet
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?
- Net Affinity
- Travel Tripper RezTrip
- Cloudbeds Mybookings
- TravelClick iHotelier
- SiteMinder BookingButton
- SHR Windsurfer
- Sabre Synxis
- Vertical Booking
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.
- 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.
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.
- 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.
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.
- 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.
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.
- 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.