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These Are the 10 Best Places to Work in Hotel Tech (2020 Edition)

by
Hotel Tech Report
4 days ago

Each year Hotel Tech Report surveys thousands of industry insiders to find the best hospitality tech jobs and employers globally. We all want fulfilling careers with intellectual growth opportunities and earning potential to provide for our families. We want to work for companies whose cultures align with our values and to be surrounded by peers who celebrate our successes. But it’s hard to tell which companies are the real deal since most seem great during the interview and courtship process. Every year we do the hard work for you and survey thousands of professionals to find the best companies to work for in the hospitality industry. We ask respondents to rate their employers from 1-10 on these key variables:  Work-life balance Personal development opportunities Gender equality Confidence in company direction Values alignment Hotel Tech Report creates this list each year for two reasons: (1) to help industry professionals find the best hospitality jobs and (2) to help hotel tech buyers understand that it’s just as important to partner with great organizations as it is to find great software tools and products. Vendor culture is important to every aspect of a vendor relationship: Product: Great workplaces attract the best talent who make the best products Customer Support: Happy client reps give better service and stay around longer developing deeper relationships. Sales: When a sales team has high turnover, innovation gets strangled because there isn’t enough cash coming in the door to invest. Our 10 Best Places to Work in Hotel Tech list features companies who foster wonderful work environments for employees.  In return, those employees deliver incredible products and service to clients. This year we identified 6 major trends that made these companies stand out from the pack in an extremely competitive race: Strong cross-departmental collaboration Fast paced: employees take pride because they see their work come to life Memorable team off-sites that build resilience through trust and friendship Heavy investments made into employee onboarding Visible and accessible executive teams who truly care Focus and clarity: teams that know what is expected of them are consistently able to achieve lofty goals Without further adieu here are 2020’s 10 Best Places to Work in Hotel Tech...   #10 Bookboost The youngest startup to make the list is Bookboost, a rising star hailing from Sweden making big waves in the guest messaging space.  Given that it’s a small and growing team, Bookboost employees frequently cite feeling like one big happy family. One employee told Hotel Tech Report that the highlight of their year was when the Company’s CTO Willem suggested that everyone go for an impromptu team swim: “I remember a hot summer day when Willem, the CTO of Bookboost, proposed that we go swimming together since our office is located right next to the port. As I stood on the shore watching everyone in the water, the sun was shining and they were all laughing. I used to work for big companies and the government, so I had never experienced something like this before. I felt the energy, passion, and love of this company.” In 2019 Bookboost closed a fresh funding round and expanded into the German market so don’t expect them to stay small for long.     #9 Revinate Making the top 10 for it’s second year in a row, Revinate is the cure to corporate boredom without the risk of a true startup.  San Francisco based Revinate is one of the most mature companies on our list and recently celebrated its 10th anniversary. We’ve all seen the stats about startup failure rates - so how has Revinate been able to thrive for so long in rapidly changing markets? The short answer is that they’ve got a killer culture. “The culture at Revinate is the best I've been a part of in my 25 years of being a professional.” Revinate has a CEO that’s equally aggressive and empathetic.  The only things the CEO Marc Heyneker seems to love more than beating his competition are his team and his customers and his 98% approval rating on Glassdoor is just another data point to back it up.  This is a rare balance to find in a CEO and Revinate employees around the world have taken note. The company credo is as clear as Heyneker’s leadership: Customer Love. “We have worked super hard to make all customers happy. We have a company motto of customer love. As a product, design, and engineering org we spend time talking directly to our customers and collaborate with them as we build out our new features.” “As an SDR, I am an entry level sales person. I had some sales experience coming into this role, but this company has really shown me that they are willing to invest in their people, to grow them to their full potential. My most memorable event is my second week here and my CEO, Marc Heyneker, had a drink with me and spoke to me as a friend and colleague. He gave me words of advice, confidence, and shared lessons from his experience. I've never had a CEO that cared about all of his employees like this before. Even though I am entry level in sales, he expressed high hopes for my career and could see my eagerness to grow and achieve big things with Revinate. I will never forget this experience.” When you join the Revinate team you can expect to learn a lot about yourself through a personality test called “Insights Discovery” during onboarding.  This test will help you better understand your conscious and subconscious to better set yourself up for success at the Company and in your own career. Results of the test help your peers and manager guide you towards leadership - something mostly reserved for senior executives; however, a benefit that’s available to all Revinate employees.  Once on board, Revinate employees frequently cite speaking opportunities where they are able to build their personal brand and reputation while promoting Revinate around the world. This year team members enjoyed speaking opportunities at No Vacancy Australia, Direct Booking Summit in Miami, California Hotel & Lodging Association and much more.     #8 Asksuite Bust out the Caipirinhas because Asksuite is the first Brazillian company to ever make this list. In fact, Florianopolis based Asksuite is the first organization in all of Latin America to make the list. Developer talent has gotten increasingly expensive in Eastern Europe and timezone/language barriers have made lots of U.S. tech companies look south for development resources.  Despite tons of engineering talent, Latin American tech is still in its early days and companies like Asksuite are making waves by leveraging strong in house tech talent. This isn’t the Company’s first time winning a culture award as it was recently voted the 7th best place to work in Santa Catarina.  Asksuite recently pushed passed the 1,400 client mark (more than 2x growth) which is a huge step towards the Company making its name on the global stage. Employees at Asksuite are totally pumped on the Company’s growth in recent years and enjoy how the firm is constantly helping them grow on a personal level, too. “This company has a greatest culture, I am deepest in love with them just how they embrace ourselves as a human being not just numbers.” “Our first team building was really special because we gathered in a beautiful environment where we could connect to nature and to each other. Not only in a professional way, but also as human beings.” “When I entered Asksuite, I was hired as SDR (Sales). But that was not my field. And they knew that. I just wanted to be part of the company and I thought that I could help them since I am an ex-hotelier myself. However, Content Production was always my target and I was very open about it. They didn't have a position like that back then so we decided to give a shot in Sales.  Eight months later, a job position opened in Marketing and they moved me. I could not be happier!”     #7 Hotel Effectiveness Rounding out the top 10 for their second consecutive year, Hotel Effectiveness had an incredible year reaching over 4,000 hotels, launching a new mobile application and moving into a new office space.  Employees cite being constantly recognized for achieving milestones in and out of work which makes them feel valued. “I have been here less than 18 months and have witnessed our more than doubling in revenues and employees. The ongoing challenges to find workable solutions that allow for scaling are great opportunities. In my own area, I have more than doubled the size of my team, transitioned invoicing over to a new system, and continually work to meet new challenges as we continue to grow. The victories are satisfying as well as we have dramatically improved processes to provide for better forecasting and cash collection.” Hotel Effectiveness also values giving back to their community and recently attended a suicide prevention event to raise funds and awareness for a critical cause as a team.     #6 ALICE There’s nothing worse than feeling like your company is stagnant and that your work is being tossed in a drawer somewhere.  Ultimately, that’s why most ambitious young people are opting out of corporate life. At ALICE you certainly won’t feel like you’re stagnating and you’ll watch your work come to life extremely quickly.  ALICE has consistently reinvented itself over recent years through the acquisition (and integration) of GoConcierge and then through the launch of the housekeeping product its team build from scratch and has landed itself the highly coveted 3peat on the top 10 best places to work list. “Last year we developed a complete new product from scratch. I'm very proud of how much research we put into the design to create an amazing product and this effort was paid off when launching it with beta customers and seeing their satisfaction.” ~UX Designer “I created a performance / load testing tool using a more recent technology. Though it's still being discussed what would be our standard for that, at least I am able to introduce something more recent and what I think is something that can be potentially a good standard for us moving forward.” ~Engineering Integrating acquisitions and building new products is tough work but ALICE always finds time for balance.  This year’s team retreat consisted of corporate summer camp. “We had a CAMP! I personally had never been to a camp, with cabanas, lake, bonfires and stuff. We had one this past summer and it was fantastic! As we are from Customer Success most of us are either remote or always traveling, so there were people that I had never met, it was so great to have everyone together on such a beautiful place, we had very productive meetings in the morning and free time during the afternoons to go kayak at the lake, take walks, this definitely helped tremendously to bond more and more the team.” Employees at ALICE are encouraged to push themselves and learn new skills. “I was able to learn mySQL, which has opened new doors and I feel like I've found a new passion. ALICE was able to pay for my course and I am proud to contribute to the company with new skills that I did not have before joining.” ~Customer Success "When I was struggling and reached out to my manager, he was able to provide help and gave me advice on how to prioritize my projects. Also, he spent extra time coaching me through difficult situations." ~Engineering One of the hardest things is when you feel like you’re struggling at work or not loving what you do.  If either of these happen in a corporate environment you might find yourself canned or cast aside - but not at ALICE.   When employees are struggling or in a rut, ALICE team members are encouraged to have an open conversation and be completely transparent so that the Company can identify a better fit for them and figure out how to help them succeed: “Nearly 1.5 years ago, I found myself doing Product Management at ALICE. It was a career that I was unsure aligned with my strengths and passions. Since, ALICE gave me the opportunity to explore marketing at the company. I have been responsible for managing the day-to-day of the creative team, providing feedback to our designers, and contributing to the creation of core content. I feel much more impactful in this role and is aligned with my passions. In July, I was promoted to Marketing Manager. It has been a blast. I could have never made such a quick, smooth transition if it were not for ALICE's desires to care deeply about each employee and his/her growth.” “ALICE gave me a promotion, and helped me into a new career path - sales. I'm excited to be in the community talking about ALICE.” “Although I am still fairly new at the organization, I think the “All Hands” meetings every Tuesday are pretty incredible. I have worked at many hotels and none of them have taken time on a weekly basis to talk as a company going over updates, news in the industry, introducing new team members, etc. All of these meetings are recorded, so if you have a conflicting event you can still be kept in the loop. The team is so incredibly welcome and genuinely cares about creating a positive remote culture.”     #5 Cloudbeds This is Cloudbeds’ 3rd year in a row making our list and if you read CEO Adam Harris’ culture manifesto it’s easy to see why.  We should note that Cloudbeds is the highest ranked U.S. based company on our list. Cloudbeds has a corporate culture that features a lot of the strengths found amongst other companies on this list but two things really make Cloudbeds stand apart from the pack. Firstly, Cloudbeds is a mostly distributed and remote organization.  While it’s headquarters are in sunny San Diego, California - the Cloudbeds team is entirely global.  Cloudbeds employees consistently cite that Cloudbeds has the best travel benefits of any company they’ve ever worked for.  Harris and Co-Founder Richard Castle understand that in order for their team to understand hotel clients and guests they need to walk a mile in their shoes.  Several employees told Hotel Tech Report that they’re highlight of 2019 was meeting up in Bali for a team leader’s 40th birthday where they spent days coworking and getting to know each other on a personal level.  Other team members report team outings in Spain, Nashville and across the world. Cloudbeds even rents long term apartments in core cities so that team members can come and go as they please: “The company strongly supports our travels, we are travelling cloudies. The company rented apartments for us for a year in 2 biggest offices. Everyone who wanted could use it and visit our offices any time!” One concern that many employees have with a remote organization is that it’s difficult to build alliances and move up the ranks or switch into new roles but at Cloudbeds that isn’t an issue.  Don’t believe us? Check out what employees had to say:  “Being promoted 2 times within the year was a great accomplishment. I have been with the company for over 4 years and started as a customer support coach and also an implementation coach. Having the opportunity to use my talents in other areas of the company has been a great motivator and I continue to grow every day learning new things within our company.” ~Product Team “When I was promoted I got all the confidence of Cloudbeds management to assume my new role. It was significant for me to feel that my company cares about my success and that my achievements were aligned with company goals.” “I was promoted within 9 months of work from a low position to a department I wanted to work in.  Success is both noticed and rewarded at Cloudbeds”     #4 hotelkit Nestled in Salzberg on the German border, hotelkit is the only company on our list from Austria but they are a rising contingent of DACH based hotel tech startups (including SuitePad) that are rising to global domination.  Salzberg is where Mozart was born and hotelkit founder Marius Donhauser runs his team like a finely tuned symphony. Employees cite tons of team building events including Oktoberfest and a two day team trip to the mountains that included hiking, canyoning and even spending the night in a hut! “We went on a two day hiking tour as teamevent and i am astonished every time how well we all work together as a team and how we trust each other. We constantly support our hotelkit team members, help each other out and spend a lot of time together after work. My colleagues have basically become my family away from home.” Hotelkit employees have weekly catered lunch, yoga classes, healthy office snacks and more.  These are all nice amenities but what really matters is that hotelkit cares about its people.  With all of these activities and benefits you’re probably wondering when hotelkit has time to get things done.  We were wondering the same thing. While we can’t say exactly, hotelkit recently crossed its 1,000th hotel client and they are now one of the most popular companies on Hotel Tech Report after some huge victories in the HotelTechAwards this year. If you’re looking for a fast paced job in a beautiful location with a CEO who lives and breathes both his brand and his staff - look no further and go check out what openings they have available.  Oh and did we mention, hotelkit also won first place in four categories of this year’s HotelTechAwards...     #3 Mews Systems This ain’t Mews’ first rodeo and it definitely isn’t their first time making this list.  This is Mews’ second year in a row making the top 3 in our list. If you’ve been diagnosed with a chronic case of corporate boredom, applying for a job at Mews Systems is definitely the cure. Mews has scaled from 100 team members to more than 400 in the last 12 months, which, needless to say, is an insane growth rate.  When companies scale this quickly they risk culture dilution but at Mews the opposite seems to be happening. The more Mews hires - the more fun they seem to have.  If you don’t believe us go and check out one of their award winning conference booths at events like WTM and ITB where you’ll find Mews team members rocking F1 racing suits, cheeky lab coats or even a hilarious take on miracle grow gardening. Mews makes it look easy but don’t be fooled - they are a work hard play hard company that is even more focused on driving results for clients.  According to one Mews Operations Associate, “Everybody is constantly on 120% level, which is great. Coming from the slow paced corporate world - the team here is giving me a lesson in productivity everyday.” So what’s the secret to the Mews success? They’re polarizing, mission driven and make everyone who joins feel like they’re part of a family.  Some tentpole culture initiatives include the annual company get together in February where the entire team heads to Prague for a week of team building and a company wide cross-functional Hackathon.  Mews likely has the most well oiled onboarding process of any company on this list. New hires attend a monthly onboarding week that includes meeting the CEO in a small breakout and the opportunity to host a company funded theme party for your new colleagues. Last but not least, Mews recently raised a monster $33M round led by Battery Ventures, won the top prize in the 2020 HotelTechAwards for the #1 PMS and made its official US debut this spring so it seems their miracle grow theme may have a few potential interpretations..     #2 Pace London based Pace is another newcomer to our list and the team achieved some huge milestones in 2019.  For starters they grew the Pace family by 100% from 15 to 30 employees. Pace team members frequently cite being  motivated by getting stuff done and even hit their 2019 annual goals by October with two months to spare. “In the past year the Pace team has grown by more than 100%. It was amazing to see the whole company (from recent joiners to old timers) rally around a few key product releases like a well oiled, high performance machine.” Pace team member In his former life, Pace CEO Jens Munch was a journalist and wartime photographer in Iraq which has helped him build a team that’s battle ready to take on the hyper competitive revenue management space.  Pace is a very product driven culture and was designed from the ground up to disrupt the status quo. Pace has developed a completely automated revenue management system and everyone at the firm is focused on helping clients (old and new) feel confident in its recommendations where revenue managers have historically been apprehensive to let machines take over. “The launch of automation at Pace was a great achievement by the whole team that was a true, cumulative effort of everyone working tirelessly in sync. The response from new and existing customers has been amazing, and seeing the product providing even better results instills me with even more confidence for Pace.” ~Pace team member     #1 SuitePad Last but not least, the 2020 Best Place to Work in Hotel Tech goes to…(drum roll please)...SuitePad! This is Berlin based SuitePad’s first year making the list (and their first HotelTechAwards winning #1 Guest Room Tablet provider) but we don’t suspect that it will be their last. SuitePad employees share a genuine passion for building strong lasting relationships both with their hotel clients and with each other. This people focused culture starts all the way at the top according to a SuitePad team member: “I had a personal problem that required hospitalisation, my CEO dropped everything he had for the day and personally took me to the hospital and was there at every step of the recovery.  This is the kind of thing that I have seen time and time again done for employees that have any kind of crisis going on in their personal lives.” Many SuitePad employees cite having never been at a company before where they’ve clicked with so many other team members on a personal and professional level. The co-founders at SuitePad deeply care about the team and who joins it. One employee puts it best, “Work is great here, because the people are great.” It’s not all kumbaya and hugs at SuitePad though, the team is fast paced and extremely results driven.  This year at SuitePad every team pushed their limits: sales and marketing aggressively launched new territories while product developed a new product from scratch on a completely new tech stack (SuiteTV box): “We have worked a lot on our internal processes and our team closed the two biggest deals in the history of the company in the last few months, which is not only great in terms of growth and sales goals, but also because it has shown that our efforts in improving the processes and aligning our strategy with sales and marketing has been successful.” ~Customer Success Employee -- It's 2020 and it's time for a new hospitality job.  Go head to these incredible employers and start dropping those resumes.  

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The Best Hotel Software of 2020 (Ranked by Data)

by
Hotel Tech Report
6 days ago

The HotelTechAwards (produced by Hotel Tech Report) announced the year's top rated hotel software companies and tech products based on thousands of hotelier ratings and other key data-points. During the HotelTechAwards hoteliers from the world's leading hotel companies across 100+ countries review the top tech products used at their hotels to increase operating efficiency, drive revenue and improve the guest experience. This data is used to identify the best hotel tech products and organizations. "The HotelTechAwards  are the only prize in the industry that is completely and transparently customer-driven — it's the hoteliers that decide who is best, and it's their opinion that matters most." Gautam Lulla, CEO at Pegasus. "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value.” Sankar Narayan, CEO at SiteMinder "Based on real and honest customer feedback, the HotelTechAwards really do provide the most transparent view on how technology is perceived and used across the industry." Sean Fitzpatrick, CEO at OTA Insight The competition spans core areas of hotel software & technology: marketing, revenue, operations and guest experience. 2020 Voting included participation from major hotel groups including: Four Seasons, Hilton, Marriott, Accor Hotels, Hyatt, Intercontinental, Rosewood and thousands of independents. "Each month Hotel Tech Report helps more than 40,000 hoteliers research and vet technology partners for their properties.  Winning a HotelTechAward is the highest achievement in the industry because it’s based on real data. Winners have truly earned their showcase with our rapidly growing community.  Hoteliers trust this award when making purchase decisions because scoring is transparent and participation is ubiquitous amongst the most reputable vendors in the industry," says Jordan Hollander, CEO of Hotel Tech Report. "We created the HotelTechAwards as a democratized way to help our fellow hoteliers quickly determine best of breed vendors based on data they can trust.  Our process is simple, transparent, and unbiased--judging is based on time tested ranking factors, publicly available data and crowdsourced insights from verified hoteliers who have hands on experience with each product.” The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and winners were selected from more than 100 of the top technology products around the world. The HotelTechAwards are the industry's only data driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised from thousands of verified hotel technology users across more than 120 countries.     Quick Links: 1. 2020 HotelTechAwards Winners 2. Executive Commentary 3. Scoring Methodology & Ranking Factors 4. 10 Best Places to Work in Hotel Tech 5. People's Choice Award Announcement   Top Rated Hotel Software Products of 2020   Guest Experience Software for Hotels Best Guest Room Tablets: SuitePad (2020 Winner), Crave (Finalist), Volo (Finalist) Best Guest Mobile App: ALICE  (2020 Winner), INTELITY (Finalist) Best Guest Messaging: Whistle (2020 Winner), Bookboost (Finalist, Best in Europe) Best Guest Room Entertainment Product: Monscierge Apple TV (2020 Winner) Best Voice Activated Tech Product: Volara (2020 Winner) Best Mobile Key & Keyless Entry Solution: ASSA ABLOY Global Solutions (2020 Winner)   Operations Software for Hotels Best Property Management System: Mews Systems (2020 Winner), Clock (Finalist) Best Staff Collaboration Software: hotelkit (2020 Winner), ALICE (Finalist, Best in North America), HelloShift (Finalist) Best Labor Management Tool: Hotel Effectiveness (2020 Winner) Best Housekeeping Software: hotelkit (2020 Winner), ALICE (Finalist), Quore (Finalist) Best All-in-1 HMS: RoomRaccoon (2020 Winner), Cloudbeds (Finalist) Best Fraud Prevention Tool: Canary Technologies (2020 Winner) Best Facilities Management Software: hotelkit (2020 Winner), ALICE (Finalist), Quore (Finalist) Best Concierge Software: ALICE (2020 Winner) Best Accounting & Finance: MyDigitalOffice (2020 Winner), M3 (Finalist) Best Lobby Tech: Monscierge Connect Signage (2020 Winner) Best F&B Point-of-Sale Solution: ImpulsePoint by Impulsify (2020 Winner)   Revenue Management Tech for Hotels Best Revenue Management System: IDeaS  (2020 Winner), Atomize (Finalist) Best Central Reservations System: Pegasus (2020 Winner) Best Channel Manager: SiteMinder (2020 Winner), Cloudbeds (Finalist), D-EDGE (Finalist) Best Rate Shop & Market Intelligence: OTA Insight (2020 Winner)  Best Business Intelligence Tool: HotelIQ (2020 Winner), Duetto (Finalist) Best Meetings & Events Intelligence: Get Into More (2020 Winner), Duetto (Finalist), IDeaS (Finalist)   Hotel Marketing Technologies Best Email Marketing & CRM Software: Revinate (2020 Winner), Experience Hotel (Finalist), ForSight CRM (Finalist) Best Upsell Software: Oaky (2020 Winner)  Best Booking Engine Bookassist (2020 Winner), Net Affinity (Finalist), Pegasus (Finalist) Best Digital Marketing Agency Bookassist (2020 Winner), Screen Pilot (Finalist), Net Affinity (Finalist) Best Metasearch Management Software: Bookassist (2020 Winner), Koddi (Finalist, Best in North America) Best Website Builder/CMS: Bookassist (2020 Winner) Best Direct Booking Tool: Triptease (2020 Winner), LaaSie.ai (Finalist) Best Reputation Management Software: GuestRevu (2020 Winner), Revinate (Finalist), TrustYou (Finalist) Best Guest Surveys: GuestRevu (2020 Winner), TrustYou (Finalist), Revinate (Finalist) Best Website Live Chat: Asksuite (2020 Winner), HelloShift (Finalist, Best in North America)   Executive Commentary About the HotelTechAwards   Dr. Ravi Mehrotra, President, Founder and Chief Scientist, IDeaS Revenue Solutions: “This honor has deep, personal meaning as it is decided upon by our clients and represents our passion and focus for providing the most sophisticated revenue technology and comprehensive support.” Alex Shashou, Co-Founder & President, ALICE: “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.” Moritz von Petersdorff-Campen, Co-Founder & Managing Director, SuitePad: “HotelTechReport is the leading platform for technology in the hotel industry, and its meticulous and impartial verification process makes this one of the most prestigious awards.”   Scoring Methodology & Ranking Factors  

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The Ultimate Guide to the Hospitality Industry

by
Hotel Tech Report
5 days ago

This is the ultimate guide to the hospitality industry in 2020. And let me be clear about something: This is NOT a “10 Ways to Improve the Guest Experience” post. Yes, we’ll cover the most important ways to sharpen your skills on property. But this is a primer for those looking to excel in a hypercompetitive industry.  This is the ultimate resource for those looking to get an edge. This is also a great resource for industry vets to bookmark and reference back to when looking to brush up on all things hospitality. So if you’re looking to up your hospitality game this year, you’ll love this guide.   What’s Inside this Hospitality Industry Guide? Best Hotel Schools Hotel Industry Jobs Hotel Industry Conferences Top Publications Industry Organizations Largest Employers Books Every Hotelier Must Read Trends Impacting Hospitality Terminology & Industry Jargon Continuing education & certifications   What Makes the Hospitality Industry so Dynamic? With a global footprint and an annual revenue of well over $500 billion, it’s hard not to ignore the hospitality industry. A career in this exciting sector can be enriching and challenging, but you may be wondering where to begin. Whether you’re just getting started in your first hospitality job or considering a mid-career switch, this guide will reveal the ins and outs of the hotel industry. This guide will cover aspects of the industry like popular hotel jobs, hotel industry organizations, and recommended hospitality industry reads. We’ll even decode some hotel industry lingo!   Best Hotel Schools Some hospitality professionals begin their careers in an entry-level hotel job, such as a front desk agent, and climb the ranks by earning promotions from one level to the next. Other hospitality professionals, who knew they wanted to build a career in the hotel industry, might earn a college degree in a hospitality-related field in order to jump into a supervisory or managerial role upon graduation. While many colleges and universities have hospitality or tourism classes, only a few have entire schools dedicated to the hospitality industry. If you want to earn a degree from one of the best, here are the world’s top hotel and hospitality management schools. Ecole Hoteliere de Lausanne Located in Lausanne, Switzerland, this prestigious school offers a world-class hospitality education with a global focus. Courses are taught in English or French, and students are required to complete two six-month-long internships, often in different countries, before graduation. The school also focuses on culinary skills and restaurant management, and there are several “teaching restaurants” on campus, including one that has earned a Michelin star. Cornell University’s School of Hotel Administration As part of the Ivy League, this program offers hands-on training in its on-site restaurants and hotel, plus a focus on academics in its Center for Hospitality Research and Baker Program in Real Estate. The school is located in Ithaca, New York and offers a dual degree program with the Culinary Institute of America in Hyde Park, New York. The School of Hotel Administration’s alumni network includes over 14,000 members and more than 50 Cornell Hotel Society clubs around the world. University of Central Florida’s Rosen College of Hospitality Management Named for the owner of Florida-based Rosen Hotels and Resorts, this school is located in Orlando, Florida. It offers traditional hospitality management degrees in addition to specialized programs in theme park management, golf and club management, entertainment management, and event management. Students can earn Bachelors, Masters, and PhD degrees. Les Roches International School of Hotel Management This globally focused school has campuses in Switzerland, Spain, and China, which offer both undergraduate and graduate degrees. Students can choose between specializations such as digital marketing strategies, hospitality entrepreneurship, and resort development, and successful completion of two six-month internships is required before graduation. University of Nevada’s William F. Harrah College of Hotel Administration Located just a stone’s throw from the Las Vegas Strip, it makes sense that this school would offer some of the world’s best programs in casino management, golf management, and meeting and events management. Top hospitality companies visit the campus every year for recruiting, and students often work part-time or as interns during their studies. Hotelschool The Hague Located in the Netherlands, this school has campuses in The Hague and Amsterdam, which offer undergraduate and MBA degree programs. Courses are taught in English, and the school attracts students from across the world, who often embark on global hospitality careers upon graduation. Oxford Brookes University’s Oxford School of Hospitality Management This British school offers undergraduate and graduate degrees with a focus on international hospitality. Students have the option to spend one year in an internship, and the school matches students with experienced industry professionals in a mentorship program. Glion Institute of Higher Education Known simply as Glion, this hospitality school has three campuses; the original is located about 40 miles outside of Geneva, Switzerland, and two satellite campuses are located in Bulle, Switzerland and London, England. Students can specialize in International Event Management, International Hotel Development and Finance, Luxury Brand Management, and more. Michigan State’s Eli Broad College of Business, School of Hospitality Business This school is most well known for its undergraduate degree program, but it also offers executive education and a minor in Hospitality Real Estate Investment Management. The school often hosts guest lecturers and speakers from various leading hospitality companies and encourages students to complete internships. Virginia Tech’s Pamplin College of Business, Department of Hospitality & Tourism Management Offering a wide variety of courses, this school provides education in tourism destination management, catering management, revenue management, data analytics, and more. Students have the opportunity to earn dual degrees with other Virginia Tech programs, like Real Estate or Business. Online Hotel Management Degrees If full-time school isn’t the best option for you, a few e-learning platforms offer hospitality management degrees online. In addition to full degree programs, you can also find continuing education courses online to continue to hone your hotel management skills without committing to full-time classes. Some leading online programs include Florida International University’s online bachelor’s degree in hospitality management, The University of Alabama’s online bachelor’s degree in hospitality management, and eCornell’s suite of continuing education courses that range from revenue management to guest loyalty strategies.   Hotel Jobs & Career Paths: A Complete Breakdown If you’re certain that you want a career in the hotel industry, you’ll need to decide exactly which role is best for you. A wide variety of jobs compose the entire industry, so people with any type of background or experience can find success in one facet or another. It’s also common for people to start in one role or department, then switch, sometimes multiple times, between roles and departments to build a holistic understanding of hotel operations. General managers have sometimes worked in nearly every hotel department before reaching the GM role! It might seem daunting to apply for your first position, but remember that it’s quite common to jump between departments, if you later find there’s another role you would prefer. Corporate vs. on property hotel jobs Do you think all hotel jobs are based in actual hotels? Many hotel industry professionals don’t work in a hotel at all, but instead in a corporate office or headquarters that works closely with the properties themselves. Some corporate hotel jobs are even split between several properties, with the employee spending a day or two each week at a couple different hotels in one market. Corporate hotel jobs can include roles in marketing, revenue management, sales, reservations, and even branding and real estate development. Corporate hotel jobs can be a fantastic way for someone who is passionate about the hospitality industry to also gain experience working in a traditional office setting, and these jobs often offer the unique perspective of working with more than just one property. However, these jobs can be more difficult to find as hotel companies typically have just a handful of corporate offices, compared to a whole portfolio of properties around the world. Hotel Operations Are Highly Cross-Functional A successful hotel should operate like a sports team, with various departments responsible for different tasks, and the general manager acting as the team captain. Like positions on a soccer field, each position in a hotel requires different skills and work styles, and, while the roles themselves are unique, they’re all crucial to the overall operations of the hotel. General Manager: Every hotel is a business, the GM is the CEO. The GM is responsible for everything that happens on property, from steering the hotel’s strategy to making hiring decisions to resolving serious guest complaints. A general manager usually has his or her own office, but they spend much of the day meeting with the executive team or other departments or walking throughout the hotel and speaking with guests. A GM should be a true “people person” who has strong leadership skills, since they interact constantly with both guests and employees. Sometimes the GM also interfaces with the hotel’s owner or brand representatives, so communication skills are also important. Many general managers work their way up from other departments, perhaps spending a few years as a Director of Rooms. While the role of a general manager can be extremely rewarding, it’s also a challenging job, which carries a lot of responsibility and the flexibility to respond to problems around the clock. General managers typically have a decade or more of work experience in the hotel industry, and many hold college degrees in hotel management. Salaries can vary greatly based on the size and location of the hotel, with average annual pay between $75,000 and $140,000. Operations Manager: An operations manager sits below the general manager and is responsible for overseeing all of the operational aspects of the hotel, which is essentially everything involved in the delivery of a great guest experience. This role supervises the front office, housekeeping, sales, food and beverage, and any other operational department the hotel may have. Ops managers must have a wide range of leadership and communication skills, since their work involves leading teams of employees and solving problems. The operations manager role can be challenging due to the high time commitment and constant demands of both employees and guests, but it’s also a fantastic stepping stone for someone with the goal of becoming a general manager. Operations managers should have several years of work experience, and many hold degrees in hotel management. Salaries depend on the size and location of the hotel, but an average salary is between $51,000 and $95,000.  Housekeeping Manager: The housekeeping manager is responsible for everything required to cleaning guestrooms and the hotel’s public areas. But this role isn’t as simple as overseeing the washing of sheets. Housekeeping managers must coordinate housekeepers’ schedules, hire housekeeping staff, manage inventory, provide quality control checks, and work closely with the front office team. A housekeeping manager must be detail-oriented and a team player. While this role doesn’t work closely with guests, a big part of the role is motivating and developing the housekeeping staff, which can be a challenge in a department that traditionally has high turnover. Some housekeeping managers work their way up from the front desk or housekeeping teams, and others land the job directly out of college or as part of a management training program. Average housekeeping manager salaries range from $66,000 to $90,000. Front Office Manager: The front desk is one of the most important parts of the property, handling check-ins and check-outs, answering questions, and performing administrative tasks. A front office manager supervises the front desk’s operations, which can involve hiring, training, and motivating staff in addition to resolving guest issues. The front office manager works closely with the housekeeping manager to coordinate room cleanings, and the role also plays an important part in communicating guest complaints (or recognizing great guest experiences) to other departments. Front office managers should have excellent communication skills and a lot of patience. Like housekeeping managers, front office managers can get promoted from a front desk agent or front desk supervisor role. Some also come through management training programs. The average front office manager salary is around $42,000, but can vary based on the size and location of the property. IT Manager: Technology is no small part of hotel operations, with nearly every department using some sort of technology solution - from property management systems behind the front desk to reservation systems in restaurants. The IT team is responsible for ensuring all of the hotel’s systems are working properly in addition to maintaining guest-facing technology (like WiFi and electronic locks) and protecting the hotel from cyber attacks. The average IT manager salary is approximately $80,000. Engineering: The engineering team has arguably the most important job in the hotel: they’re responsible for ensuring the physical building is in tip-top shape. Someone working in the engineering team should like being hands-on and have a sense of pride for building they work in. Engineering managers and team members often have a background in maintenance work, perhaps having worked in an office building or hospital previously. The average salary for a hotel engineering manager is around $32,000. Revenue Management: Depending on the size of the property, a hotel might have one revenue manager or a 3- or 4-person revenue management team. Revenue managers are responsible for setting rates, managing the hotel’s online distribution channels, and forecasting rates and occupancy. Revenue managers should have both analytical skills and people skills, since the role involves analyzing historical and market data and working closely with front office, sales, and marketing colleagues. Some revenue managers come from front office or reservations backgrounds, while others find their way to a hotel revenue management job from another type of revenue management field, such as airline or rental cars. Revenue manager salaries vary based on the level of responsibility, but the average salary is around $65,000. Marketing: The marketing department’s key responsibility is to communicate the hotel’s value proposition, brand, and unique characteristics to travelers who may want to book the hotel. Traditional marketing methods like print advertising, are becoming less common, and marketing departments now focus on online channels, such as email newsletters and social media. The marketing team works closely with sales and revenue management to brainstorm upsells and promotions then decide which marketing channels to utilize. Hotel marketing professionals should be creative, resourceful, and articulate.  They should also be great managers because they’ll often need to oversee a hotel’s digital marketing agency where they’ll need to be well versed in marketing skills like SEO, PPC, CRO and more to be effective. Hotel marketing managers and coordinators don’t necessarily need to have backgrounds in the hotel industry, as many come to hotels from other types of marketing roles. Average salaries range from around $44,000 for coordinator roles to $63,000 for manager roles. Sales: The sales department is in charge of selling meeting space, arranging group room blocks, and planning catering and banquet functions. Small hotels may have just one sales manager who handles everything, while large hotels and resorts may have sales teams with coordinators, sales managers, and catering managers, some of whom may even be based remotely. Sales managers work closely with nearly every department at the hotel, from front office to food and beverage. Rather than working directly with guests, sales managers often work with event planners, like corporate travel planners and wedding planners, to decide on the specifics for the event or room blocks. Sales managers can work their way up from other hotel departments or come from other industries altogether. The average sales manager salary is around $60,000 but can be higher depending on the size of the property and commission or bonus structures.   Best Hotel Industry Conferences One way for hotel professionals to learn about trends and grow their networks is by attending industry events. Many industry organizations host small, regional events, while some other events are held annually and attract attendees from all over the world. ALIS: Held every January, the Americas Lodging Investment Summit is one of the world’s largest hotel investment conferences, with about 3,000 attendees every year. Lodging Conference: This annual conference attracts nearly 2,000 hotel general managers, CEOs, and owners for a few days of brainstorming and networking. The atmosphere is relaxed, with golf outings, shared meals, and think tanks that encourage the participants to come up with creative solutions for trends impacting the industry. Phocuswright Conference: Since Phocuswright is a hospitality industry market research company, it only makes sense that their annual conference would be rooted in data and trends. Their yearly event showcases speakers from the most cutting-edge facets of the industry, like CEOs of hotel technology start-ups, along with insight from Phocuswright’s own analysts. Skift Global Forum: Relatively new to the scene, this travel media company hosts several exciting annual events, including the Skift Global Forum, which explores the future of the travel industry. The Forum event brings speakers from cutting-edge travel companies and offers educational and networking opportunities for travel industry professionals. Indie Congress: The Independent Lodging Congress brings together independent hotel owners and operators for a few days of networking and idea sharing. Speakers include leaders of independent hotel, food and beverage, media, and technology companies.   Top Hotel Industry Publications The hospitality industry is constantly changing, thanks not only to technology, but also as a result of economic factors, legislation, politics, climate, events, and more. In order to stay up-to-date on the latest industry news, hospitality professionals read industry publications to keep them informed. These publications contain articles about new hotel openings, industry conferences, mergers and acquisitions, new technology for the hotel industry, and more. Hotel News Now: As the press arm of Smith Travel Research, a leading hotel industry analytics company, HNN publishes articles rooted in data from STR’s many studies and events. They track new hotel openings, closures, and brand changes, and their almost-daily “5 things to know” articles provide essential talking points on trends and industry news. Lodging Magazine: Published by the Americna Hotel & Lodging Association, this magazine is both a print magazine and an online news source. Topics range from new hotel openings to food and beverage trends to career development. Hotel Management: This media company delivers articles on topics such as technology, design, and strategies for owning and operating hotel businesses. In addition to their online content, they also produce the monthly Hotel Management print magazine. Hotel Executive: With a focus on providing relevant content for hospitality industry leaders, this online news site covers topics like hiring strategies, hotel design trends, and career development. Hotel Business: This media company isn’t only relevant for property-level hoteliers, but asset managers, owners, and investors too. They also produce an Executive Roundtable series which features insight from industry leaders. Hotel Business has both print and digital editions.     Most Influential Hotel Industry Organizations Many hospitality industry professionals will tell you that the industry feels very small. It’s not uncommon to run into former colleagues or classmates at events or trade shows - or to get to know fellow hospitality professionals in your area. Industry organizations play a big role in creating a sense of community within the hospitality space in addition to hosting events, holding conferences, and offering networking opportunities. HSMAI: The Hospitality Sales and Marketing Association International isn’t only an organization for sales and marketing professionals, but any hotel industry professional who plays a role in revenue generation. The organization has chapters all over the world and hosts educational workshops, networking events, and conferences. HEDNA: The Hotel Electronic Distribution Network Association started in 1991 with the goal of advancing the hotel industry through electronic distribution channels. Today, electronic distribution includes OTAs, the GDS, tour operators, technology solutions, and more, and the organization hosts educational events and conferences globally. AAHOA: As the largest hotel owners group in the world, Asian American Hotel Owners Association has over 18,000 members in the United States and provides a variety of educational and career development resources. The organization holds an annual convention and produces the monthly Hotelier magazine. AHLA: The American Hotel & Lodging Association works as a supporter and advocate of the hotel industry in the United States. The organization offers educational resources, provides networking opportunities, and hosts the annual Americas Lodging Investment Summit (ALIS). BLLA: The Boutique & Lifestyle Leaders Association brings together a variety of independent businesses, from boutique hotels to fitness studios, fashion retailers, and wellness businesses. The organization helps its members succeed in largely corporate industries while retaining their unique character. HFTP: Hospitality Financial and Technology Professionals began in 1952 and now operates offices and chapters around the world. The organization provides education, events, and resources for people in the finance and technology sectors of the hotel industry in addition to organizing the annual HITEC conferences.  HTNG: Hospitality Technology Next Generation is a trade association for hotel IT professionals and technology vendors. The organization aims to help hotels become more efficient and successful through implementing technology solutions.   Major Employers in the Hotel Industry Though the hotel industry is more than only chain hotels, global brands are the largest employers in the industry - and some of the world’s largest employers. Working for a major hotel company can offer benefits like complimentary hotel nights at properties around the world, a global network, and the opportunity to transfer to another property to grow your career.  Hilton: Hilton began when Conrad Hilton bought his first hotel in Waco, Texas in 1919. Today the company operates 5,757 properties in 117 countries. 17 brands make up the Hilton portfolio, including Waldorf-Astoria, DoubleTree, Embassy Suites, and Hilton Garden Inn. Some of Hilton’s newest brands include the Curio Collection, the Tapestry Collection, and Canopy. Aside from its impressive brand portfolio, Hilton is known as a technology pioneer & innovator amongst the brands. Hilton’s corporate headquarters is in McLean, Virginia. Hyatt: In 1954, the first Hyatt House hotel opened near LAX airport, and during the company’s first few years, the strategy was to open hotels near airports with the expectation that air travel would continue to grow in popularity. That hypothesis proved correct, and Hyatt now has over 875 properties, 20 brands, including Park Hyatt, Hyatt Regency, and Hyatt Place, and a global footprint in more than 60 countries. Their headquarters is in Chicago, Illinois. Marriott: The world’s 3rd largest hotel company started from modest beginnings with a family-run root beer stand in 1927, later opening their first hotel in Washington, D.C. in 1957. Marriott continued growing, adding new properties and brands to their portfolio, and in 2018, Marriott acquired Starwood Hotels & Resorts. The combination of the two companies now includes 1.1 million rooms in over 5,700 properties, with brands like St. Regis, JW Marriott, and Courtyard by Marriott. Marriott’s headquarters is in Bethesda, Maryland. Accor: As Europe’s largest hotel company, Accor operates over 700,000 hotel rooms, about half of which are in Europe. The company was founded in 1967 and, after several acquisitions, now includes brands like Fairmont, Novotel, and Ibis and properties in 110 countries. Accor’s headquarters in Issy-les-Moulineaux, France. IHG: Intercontinental Hotel Group is a conglomerate of several hotel companies, including Kimpton, Holiday Inn, and Intercontinental, which includes 5,795 hotels and over 860,000 rooms. While IHG itself was founded in 2003, the brands have longer histories. IHG has a few head offices, including one in Atlanta, Georgia and another in the UK.   The Best Hotel Industry Books Whether you’re trying to determine if the hotel industry is for you or if you’re an experienced professional looking for some inspiration, these books by industry legends are compelling reads for anyone interested in hospitality. Setting the Table: The Transforming Power of Hospitality in Business by Danny Meyer: The legendary restaurateur and businessman tells his story of building his restaurant empire from Union Square Cafe to Shake Shack. Four Seasons: The Story of a Business Philosophy by Isadore Sharp: You’ll find this book in the offices of general managers around the world, in which the founder of the Four Seasons brand shares his wisdom about taking care of not only guests, but employees too. Without Reservations: How a Family Root Beer Stand Grew into a Global Hotel Company by J.W. "Bill" Marriott Jr.: The son of the founder of the Marriott hotel brand, Bill Marriott writes about the lessons he learned from his father and the key takeaways from building an iconic company. 100 Tips for Hoteliers: What Every Successful Hotel Professional Needs to Know and Do by Peter Venison: As a former hotel management textbook writer, hotelier, and frequent traveler, Peter Venison compiled his tips and tricks for running a successful hotel and being successful in the industry, making this book a good read for anyone curious about the hotel industry as well as hotel executives. Nuts!: Southwest Airlines' Crazy Recipe for Business and Personal Success by Kevin Freiberg: With lessons that apply beyond just the air industry, this book shows how Southwest Airlines’ unique approach helped the airline built passenger loyalty and financial success. Looking for more great industry reads? Check out our 16 favorite hospitality books!   Major Trends Impacting the Hotel Industry Right Now Like every industry, the world of hospitality changes continuously. As a strong economy and new technologies make travel more accessible to people around the world, the industry is growing and expanding in new ways. Forward-thinking hoteliers should always be aware of the leading industry trends so they can ensure their own businesses stay competitive and relevant. Vacation rentals/homesharing: The rise of Airbnb led to vacation rentals, previously a niche market in leisure destinations, becoming a viable competitor of traditional hotels not only for vacationers, but also for business travelers and groups. As travelers try homesharing (some even developing a preference for it), traditional hotels can compete by offering more local experiences and home-like amenities while maximizing the features that set them apart, like unique food and beverage outlets and creative public spaces. Globalization and international travel: Thanks to the rise of technology, a growing global middle class, and people seeking experiences rather than material possessions, more people are traveling than ever - especially internationally. The number of international travelers has risen steadily for decades, with the most growth coming from the Asia-Pacific region in the last few years. Bleisure: For years, hoteliers treated business travelers and leisure travelers as two distinct guest profiles. Business travelers would typically stay during the week, and leisure travelers would book weekends. In recent years, the lines have blurred, with many business travelers choosing to include leisure time on their business trips, even extending their trips in some cases, leading to the term “bleisure.” Eco-friendly development: As consumers show a preference for sustainable businesses, hotels are going green - in more ways than just encouraging guests to reuse towels for an extra day. Some ways hotels are becoming more sustainable include eliminating single-use toiletry bottles, adding recycle bins to guestrooms, and using compostable to-go containers and utensils. A recent Booking.com study showed that 70% of travelers would be more likely to book eco-friendly accommodations. The hotel industry is incredibly dynamic going into 2020 so we couldn’t cover everything happening in this article. Want to learn about more hotel industry trends? Check out: 100+ Hotel Trends to Watch in 2020   Hotel Industry Terminology, Definitions & Jargon If you were to sit in on a hotel’s revenue management meeting, it might sound like the meeting participants are speaking another language. Acronyms, abbreviations, metrics and jargon. Occupancy: The percentage of rooms occupied during a given period of time. For example, if your hotel has 80 rooms, and 71 of them were occupied last night, then last night’s occupancy was 88.75%.  Occupancy = Rooms Sold / Total Number of Rooms ADR: ADR, or average daily rate, is simply the average rate sold during a given period of time. For example, if a hotel booked 71 rooms last night, and the total room revenue was $6745, then last night’s ADR was $95. ADR = Total Room Revenue / Room Nights Sold RevPAR: An abbreviation for Revenue Per Available Room, this metric is calculated by multiplying the occupancy percentage by the average daily rate (ADR). For example, if your occupancy was 88.75% and your ADR was $95, then your RevPAR would be $85.31. RevPAR = ADR x Occupancy % RevPAR Index: RevPAR is a great metric to determine how a hotel is doing today versus yesterday or compared to last year, but what about the hotel’s performance against the market? RevPAR index compares a hotel’s RevPAR to the RevPAR of a set of other hotels.  RevPAR Index = Hotel’s RevPAR / Total Sample Set RevPAR CPOR: This metric stands for Cost Per Occupied Room, and it’s calculated by adding up all of the expenses associated with a booked room, including housekeeping, utilities, laundry. Compset: Compset is short for Competitive Set, which is a group of approximately 4-8 hotels that your hotel views as close competitors. Typically, compset hotels are located in the same area, offer similar amenities, and sell similar rates. Chainscale: With so many hotel brands on the market today, Smith Travel Research’s chain scales organize them into quality classifications which represent roughly the same level of service and amenities. The chain scales are Luxury, Upper Upscale, Upscale, Upper Midscale, and Economy. For example, Four Seasons falls in the Luxury category, Residence Inn is Upscale, and Econo Lodge is Economy.   Hotel Industry Professional Certifications As hospitality professionals gain more experience in their fields, they may want to further their knowledge and credibility by earning an industry certification. Several industry organizations offer certification programs which could require specific work experience, an exam, or a course. Once certified, a hospitality professional can add the designation to their resume (or after their name on LinkedIn) to demonstrate their expertise in their field. CRME: Certified Revenue Management Executive. This certification is organized by HSMAI and is designed for revenue management professionals. It requires work experience in the revenue management field and a passing grade on an exam. CHTP: Certified Hospitality Technology Professional. This certification is organized by HFTP and is designed for professionals in the finance and information technology fields, such as hotel controllers or IT directors. CHRM: Certified Hospitality Revenue Manager. The American Hotel and Lodging Educational Institute (AHLEI) organizes this certification, which requires either work or educational experience in a revenue management field and a passing grade on an exam. CHA: Certified Hotel Administrator. Also organized by AHLEI, this certification is for hotel general managers, assistant general managers, owners, or directors of rooms, and it requires at least two years of experience in an executive role and a passing grade on an exam. CHAM: Certified Hotel Asset Manager. The Hospitality Asset Managers Association organizes this certification, which has strict requirements that include letters of recommendation, years of work experience, an exam, and final approval by HAMA’s advisory board. CHHE: Certified Hospitality Housekeeping Executive. Organized by AHLEI, this certification is specifically designed for housekeeping executives and open to anyone who has worked in a managerial level in a hotel’s housekeeping department for at least a year. CHFE: Certified Hospitality Facilities Executive. AHLEI also offers this certification especially for hotel engineering or facilities leaders. At least 1 year of managerial work experience is required in addition to a passing exam grade. CFBE: Certified Food And Beverage Executive. Hospitality professionals working in kitchens, restaurants, or banquet operations are eligible for AHLEI’s food and beverage certification, which involves passing a test in addition to demonstrating relevant work experience. CHAE: Certified Hospitality Accountant Executive. Another certification run by HFTP, this one is designed for accounting professionals within the hotel industry. Candidates could be directors of finance, CFOs of hotel companies, or consultants. -- By now, your interest in the hotel industry should be sufficiently piqued. We invite you to continue learning - whether you’re new to the industry or not - by subscribing to industry publications, participating in industry organizations, or perhaps studying for a certification exam. This exciting field can open up a world of opportunities, build lifelong relationships, and take your career to new heights.   Did we miss anything in our guide? Let us know!  

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100+ Hotel Trends to Watch in 2020

by
Jordan Hollander
4 days ago

It’s official: the future is quickly approaching. The hospitality industry is changing faster than ever before and it’s nearly impossible to keep up with all of the hotel trends impacting this dynamic business. Our team of experts put in dozens of hours researching trends and published the most comprehensive list online. Below we outline 100+ trends that range from renewable energy to new hotel designs, alternative lodging and everything in between.   What are the latest trends in the hotel industry? We break the list up into nine overarching themes: Smart Rooms Going Green Changing Workforce Alternative Accommodations Technology Traveler Preferences Hotel Business Hotel Design Globalization   While we may not be at the point of beds that make themselves or self-cleaning bathrooms, technology and innovation are bringing new and exciting changes for hoteliers and guests. In addition to forward-thinking hotel tech, we’re seeing changes to the workforce and work culture, shifting guest preferences, and an increased focus on eco-friendliness.    Alright. 100+ top hotel trends curated by industry experts. Let's do this.   Smart Rooms The internet of things is spreading not only into homes, but also into hotel rooms. From access to streaming services to a room key on your smartphone, the essential amenities in a guestroom are becoming increasingly digital. Guests want concierge services or temperature controls at the push of a button (or tap of a finger), and voice-activated controls are expanding beyond simply asking Alexa to play your favorite song. These trends might sound futuristic now, but in a few years, guests will expect them. Many of these innovations require only minimal changes to a modern guestroom, so a forward-thinking hotelier can implement them quickly and efficiently.   1. Bring your own streaming: Portable streaming devices like an Amazon Fire Stick allow guests to pack their own movies or shows in their suitcases, but they can only watch them if the guestroom’s TV has a USB port.  Hotels can also leverage a platform like Enseo which allows guests to login to their favorite streaming accounts and then automatically get logged out upon check-out. 2. Wireless device charging: Cords are so last year. Wireless charging transfers power from a charging “mat” to a device like a smartphone or headphones, when the device is placed on the mat.  Hotels can leverage a platform like Chargifi to deliver wireless charging in guestrooms. 3. Smart controls: Digital controls for temperature, light, and power, such as a Nest, that can be adjusted and programmed with the tap of a finger from a smartphone or other device. 4. Tablet based control: Forget the traditional binder containing information about hotel services; guests want to see restaurant hours, room service menus, spa services, and area recommendations on an in-room tablet which can also play music, control the room’s lights and temperature, and make special requests. Some popular brands include Crestron, INTELITY, SuitePad and Crave.     5. Sound proofing tech: The new standard of soundproof windows uses acoustic technology to minimize noise from traffic, airplanes, or loud music, which means noise complaints can be gone forever. 6. Voice-activated controls: Upgrade a smart speaker, like an Amazon Alexa, to handle hotel-specific requests with a system like Volara. These systems make it possible for guests to use voice commands to request services like housekeeping or valet. 7. Smart mirrors: This high-tech amenity combines a TV screen and a guest room mirror. While shaving or brushing teeth, guests can watch the news, check the weather, or request hotel services via a concierge-style function.  Check out all the neat functionality that Savvy by Electric Mirror has to offer. 8. Keyless entry: A keypad code, a digital version of a room key, or an app on a smartphone eliminates the need for physical room keys and streamlines the check-in process.  ASSA ABLOY Global Solutions' award winning keyless entry is second to none.     9. Concierge video chat: With a quick scan of a QR code, communication systems such as Crave allow guests to talk, text, or video chat with hotel staff in real-time. Guests can skip the walk down to the front desk and staff can answer questions or handle requests quickly and effectively. 10. Smart TVs: Many guests want to watch their favorite Netflix show instead of cable, and a Smart TV - either with an integrated internet connection or an add-on like Apple TV or Roku - allows viewers to select their favorite streaming service from a catalog of apps.  Samsung and LG are unsurprisingly leading the pack when it comes to smart tvs for hospitality.   Back to Top   Going Green A focus on environmental sustainability isn’t new, but the degree to which guests expect (and prefer) eco-friendly products and services is. Simply suggesting that guests reuse towels for an extra day isn’t enough; today’s traveler wants to stay at hotels that have integrated green practices in all aspects of their business. From physical changes to hotel buildings, like the addition of solar panels, to F&B menus with more vegetarian and vegan choices, it’s evident that these environmentally friendly trends are here to stay.   11. LEED Certification: Short for Leadership in Energy and Environmental Design, this global certification measures the eco-friendliness of a building. The assessment covers topics like water efficiency and indoor environmental quality, and building can earn Certified, Gold, Silver, or Platinum status. 12. Solar power: Hotels can utilize solar power either by generating power from their own solar panels or by purchasing solar power from their electricity provider.  The Hampton Inn Bakersfield used solar to take advantage of a 30% federal tax credit while also lowering its energy bills by 35-45%.   13. Water conservation: Any effort to minimize water usage can help a hotel become more green, from implementing slower-flow showerheads to using more efficient laundry machines.  IoT for hospitality provider INTEREL has been working on some really cool water conservation tech. 14. No plastic. Consumers are steering away from plastic, so hotels can react to this trend by replacing plastic straws, cutlery, water bottles, toiletry bottles, and to-go containers with compostable or reusable alternatives. Most major hotel chains are phasing out disposable plastic toiletries and California regulators have even banned them altogether! 15. Motion sensors: Hotels can conserve energy by implementing motion sensors that will turn off the power once no motion has been detected for a certain period of time. 16. Waste disposal: Add more eco-friendly options for waste disposal by introducing recycle bins in guestrooms and compost bins in F&B outlets. 17. Green friendly hospitality: Follow Starwood’s lead and encourage guests to minimize their environmental impact by skipping housekeeping service in exchange for hotel credit or loyalty points. 18. Meat alternatives in F&B: You know meat alternatives aren’t just “alternatives” when Burger King began serving the Impossible Burger, a plant-based burger option. Hotels can jump on the vegan and vegetarian trend by offering meatless options on every menu and clearly mentioning whether a dish contains meat or dairy.  Beyond Meat is another hugely popular brand of meat alternatives.     Changing Workforce While an increasingly digital world means that an employee’s tasks are changing, the workforce itself is changing too. These changes aren’t only in demographics, driven by the rise of Generation Z and a more global workforce, but also evident by a growing focus on safety, unionization, “gig” work, and human resources technology. Hoteliers must be cognizant to these changes in the workforce in order to hire effectively, reduce turnover, and keep employees safe and happy.   19. Global workforce and immigration: Technology makes a global workforce possible, with communication tools that can connect teams and drive efficiency. But as economic and political factors complicate immigration or force some people to relocate, hotels may face challenges in hiring or retaining employees. 20. Gen Z: Following the Millennials, Generation Z includes young adults born between the mid-1990s and early 2000s. These young people are “digital natives,” meaning they’ve never lived in an age without the internet, and their views and habits around technology use and social media may be different than those of older generations.     21. Unionization: Unions, which are organizations that act on behalf of member employees to resolve legal conflicts or defend employee benefits, aren’t new to the hotel industry, but their relationships with hotel chains and rate of collection action, such as strikes, continue to evolve. 22. Safety regulation: 2020 will be the year of hotel worker safety, as several states and cities have passed legislation requiring hotels to implement employee safety devices (ESDs), and the American Hotel & Lodging Association’s 5-Star Promise program provides additional resources for employee safety. ESDs range from fixed panic buttons behind the front desk to portable panic buttons for housekeeping staff. 23. Labor management: With capabilities like scheduling, resource allocation, and time-off requests, labor management systems are a crucial addition to every hotel department with staffing requirements. Hotel Effectiveness is one of the major players in this space that helps hotel owners improve profitability with more efficient labor management. 24. The gig economy: While Uber drivers may be the first thing to come to mind, this growing sector of the economy includes millions of professionals, contractors, and creatives who work independently or on a contract basis.   Back to Top   Alternative Accommodations Today’s travelers has a myriad of options for accommodations; besides traditional hotels, they can choose between vacation rentals, hostels, serviced apartments, treehouses, and even underwater hotels. As people travel more frequently and for longer durations - and as platforms like Airbnb allow any accommodation provider to reach a large audience online - the characteristics of accommodations themselves are changing. Before long, “alternative accommodations” won’t be strictly an alternative, but part of the mainstream.    25. Coliving: Solo travelers or remote workers who stay in one place for a while might opt for a coliving space, such as the Roam brand, which is a community designed specifically for its inhabitants to share living spaces, and sometimes workspaces, with a common attitude or goal.     26. Coworking: As remote work becomes more common, entrepreneurs and remote employees flock to coworking spaces like WeWork and Spaces to find not only fast WiFi and desk space, but also community and networking opportunities.  More interestingly, international hotel giant Accor launched its own coworking brand Wojo and hip boutique brand Hoxton is rumored to be working on a similar concept called Working From (we've worked out of the Hoxton Hotel Chicago and can tell you first hand - these guys know how to design awesome spaces). 27. Vacation rentals: Vacation rentals aren’t just for vacation anymore; besides the traditional rental home on the beach, the definition of “vacation rental” can include everything from apartments to cabins to Instagram-worthy Airstreams. 28. AirBnB: The popular booking site started as a way to rent a room in someone else’s home for a night, but it now includes entire apartments, luxurious homes, hotel rooms, treehouses, castles, and more. New additions to the site include tours and activities, adventure travel, and hotel inventory after the company’s acquisition of HotelTonight.     29. Mobile hotels: Rather than searching for a new hotel each time you travel, a mobile hotel, which is essentially a self-driving hotel room on wheels, travels with you. Though still in the conceptual stage, it’s a compelling idea for business travelers.  We're all used to sleeping on boats during a cruise and European travelers are familiar with luxe train services but how cool would it be to sleep comfortably on a bus and wake up somewhere else?  Super awesome.  Travelers can doze off in LA and wake up in San Francisco - skip the TSA precheck and wake up refreshed with Cabin.     30. Underwater hotels: Get up close and personal with marine life and coral reefs at an underwater hotel like the Conrad Maldives Rangali Island, which also has an underwater restaurant.  Be prepared to shell out $22,000 USD per night ;) 31. Remote work: Virtual meeting technology and real-time communication tools mean that work doesn’t need to be limited by location. Some hotels already have remote revenue managers, but it seems this trend will enable even more hotel staff to work off-property on occasion or all the time.  For those who prefer the nomadic life, you should check out Remote Year, a firm that offers extended work remote and travel abroad programs and practically created the category.     32. Hometels: Blending aspects of hotels and vacation rentals, brands like Sonder and Stay Alfred operate short-term rentals with hotel-style standards and branding plus amenities like concierge service, in-unit laundry, and full kitchens. 33. Next gen hotel brands: As travelers crave more local experiences, the new generation of hotel brands, such as Life House, does away with cookie-cutter properties and incorporates the local area’s character in the decor, F&B, and personality of each hotel.   Back to Top   Technology It’s no surprise that a sizable section of our 100 hotel trends are technology-related. Innovation in the hotel technology sector has been blazing ahead at a rapid pace; previously expensive technologies like artificial intelligence and digital room keys are now more affordable than ever, and advances in payment systems and app capabilities mean that hoteliers and guests have exciting new options when it comes to booking, paying for, and actually experiencing a hotel stay. Though these may be “trends” now, they’re only going to become more commonplace.   34. Selling experiences: New technology allows hotels to add compelling upsell options for room upgrades, transportation, F&B amenities, tours, and other add-ons during or after the booking process.  Activity booking platform Peek is leading the charge to bring small tour operators and experiences online ultimately with the goal of making them money and making travel more fun.   35. A.I. based pricing: Many revenue management systems already use pricing algorithms supported by artificial intelligence, which determines the optimal prices by analyzing a slew of historical, forecast, and market data, and A.I. is likely to bring pricing optimization to restaurants, spas, and other outlets too.  Top revenue management system providers like IDeaS, Duetto, Atomize and Pace are leading the pack in the fight for dynamic yield management. 36. Bring your own device: Guests are reluctant to download a hotel app that they’ll only use once, so hotels can save money on hardware investments and increase guest engagement with an “app” that doesn’t require a download. With systems like Crave AppLess, guests simply scan QR codes posted around property or in a guestroom to access information via their smartphone’s web browser. 37. Mobile check-in: Let guests bypass the front desk and go straight to their rooms with a mobile check-in process, which provides a digital room key on a guest’s smartphone instantly.  PMS provider Mews Systems has developed some really cool tech that allows guests to check-in via Apple Wallet.   38. Choose your room: With services like Hilton’s digital check-in, guests can choose their specific room before arrival, just like selecting a seat on an airplane. 39. Fitness on the road: Guests don’t want to sacrifice their workout routines while traveling, so hotels are investing in fitness programs that guests already know and love, like Peloton, or in their favorite fitness gear, like Westin’s lending library of New Balance products.     40. A.I. booking experiences: Hoteliers can optimize their websites constantly with the help of artificial intelligence, such as Hotelchamp’s Autopilot and Triptease Convert, which performs A/B tests to increase the rate of direct online bookings. 41. Emerging social media platforms: Now that hotels have mastered Facebook and Twitter, there are new platforms to focus on. Hoteliers can reach additional audiences with strategic use of TikTok videos and Instagram stories, for example. 42. Booking on mobile devices: More and more, guests are completing the entire booking process on their smartphones, so hoteliers must ensure their websites are mobile-friendly.     43. Blazing fast internet: WiFi isn’t a one-speed-fits-all amenity anymore; if your internet provider hasn’t made any upgrades in a few years, your WiFi might be too slow to stream movies or download large files. 50 megabits per second (mbps) is the threshold for adequate WiFi these days, and some providers, like Google Fiber, offer up to 1000 mbps. 44. Robot room service: While some hotels do away with room services entirely, others are turning it into a brand signature with a futuristic robot, like YOTEL’s YO2D2,  that does deliveries on demand.     45. Cool translation apps: As the volume of international travelers grows, so does the possibility of getting lost in translation. Equip your hotel staff with language translation tools, such headsets powered by Waverly Labs, to instantly translate spoken words and text.         46. Contactless payments: First we swiped, then we inserted the chip, and now we can pay by tapping a credit card or mobile wallet, so hotels must upgrade their payment technology to accept payments via near field communication (NFC).     47. RFID tech: Often found in key fobs and room keys, radio frequency identification (RFID) is a type of contactless security and communication technology that uses radio waves to transfer information. 48. Mobile concierge: Restaurant reservations, tour bookings, and area information in the palm of your hand; mobile concierge apps give guests instant answers and recommendations. 49. Open APIs/Integrations: In basic terms, an application programming interface (API) allows individual computers to connect with a server-based application, such as a property management system.  When an application has an open API, it can integrate with any other system without the need for a custom-built connection. 50. Automation: Letting systems handle “busy work” like answering common guest questions and sending reports can free up time for more important tasks. 51. Hotel app marketplaces: Leading hotel software providers like Mews, Cloudbeds, Protel and SiteMinder are now offering a catalog of add-on apps within the software itself, making it easy to add upsell tools, pricing intelligence, website builders, and other useful tools to an existing PMS. protel's Hotel App Store features Hotel Tech Report reviews   52. Self-service hotel software: Unlike hotel systems of the past that were expensive and time-consuming to set up, a new breed of self-service hotel applications allow hoteliers to configure the tool quickly and easily, sometimes even with a free trial. 53. Meeting venues going digital: The clunky RFP process is getting a major upgrade; with new tools designed especially for the meetings and events market, sales managers can distribute meeting space availability and pricing across 3rd-party channels, and clients and event planners can reserve venues online. 54. Lobby grab-and-go: These self-service “markets” allow guests to quickly purchase F&B at a self-checkout, which saves on staffing costs and helps hotel outlets compete with supermarkets and quick-service restaurants.  If you want to bring this awesome tech to your hotel, look no further than Impulsify.     55. Personalization: Hotels collect a slew of data about guests, but hoteliers rarely use that data to personalize the guest experience. With new customer relationship management tools (CRM) like Revinate and Cendyn, hotels can pull data points out of the cloud and into the guestroom to create a more tailored experience. 56. Cyber security: Data security hacks make headlines frequently, and with an increasing amount of sensitive data stored online, hotels need to ensure this data is stored securely to avoid a breach. 57. New payment regulations: The new Payment Services Directive 2 (PSD2) updates the outdated PCI regulations and requires more secure handling of sensitive data, like credit card numbers, and two-factor verification for purchases when the card isn’t present, such as online transactions. 58. Business text messaging: When guests and staff are glued to their smartphones, text messages can be the most effective method of communication. Text messaging platforms that offer automation and group messages are becoming more popular at hotels.  Some of our favorites include: Whistle, Zingle and Bookboost. 59. Voice search for hotel room bookings: “Alexa, book my hotel room!” Soon, travelers will be able to book their entire trip without tapping a finger, thanks to advances in voice-controlled apps and services.     60. AR & VR: Travelers want to know everything about a hotel before booking it, so what could be better than a virtual reality tour of a guestroom? In addition to VR, augmented reality will allow guests to experience a hotel by simply strapping on a headset. 61. Metasearch bookings: Metasearch channels, like Trivago and Kayak, aren’t just helpful for guests, they’re also profitable marketing tools for hoteliers who can bid for greater visibility and receive more direct bookings.   Back to Top   Traveler Preferences What does a 21st-century traveler want? The question seems simple, but the answer is certainly complicated. Travelers are seeking new experiences, whether through wellness, outdoor activities, gastronomy, or a specific interest like sports or music. They’re traveling solo, with a group, or on business, and they might learn about a destination or travel brand via social media, rather than traditional marketing channels. Today’s traveler has an open mind, choosing funky motels or glamping over standard hotels and even visiting emerging destinations before they’ve popped up on the tourism radar. By staying on top of changing traveler preferences, hoteliers can ensure their properties stay relevant to today’s traveler preferences.   62. Experiences not things. Travelers are buying less and doing more; instead of buying a new car or an expensive TV, they’re opting for longer or pricier trips, tours, or dining experiences.     63. Coffee culture enters hospitality: A growing segment of coffee connoisseurs literally will travel for coffee, or at least they expect a higher standard of coffee in the guestroom. 64. Bleisure: Blending work and vacation, a bleisure traveler extends a business trip to allow for a few days of leisure time. 65. Luxe motels: Hip doesn’t always equal expensive, and run-down roadside motels are getting a serious upgrade with trendy brands like Austin, TX-based Bunkhouse.     66. Experiential travel: Immersive travel experiences like yoga retreats, surf camps, and animal encounters that often offer unique activities and accommodations. 67. Music driven travel: Featuring on-site concerts and live DJs in the lobby bar, Marriott’s W Hotels is an example of a new type of music-focused hotel experience. 68. Glamping: Glamorous camping, literally, elevates the humble tent or yurt to a luxurious hideaway with high-end bathroom facilities, comfortable beds, climate control, and stylish decor. Ready to get out under the stars in style? Look no further than Glamping.com.     69. Rise of influencers: Popular social media profiles aren’t just racking up the “likes,” but also earning income by posting advertisements as marketing partners for hotels, airlines, and other travel brands.  One of our personal favorite influencer apps is Cameo.  If you haven't tried it, you're missing out.  You can hire celebs like Snoop Dogg to make you personal videos - it's gold.  There's even influencer networks purpose build to help you market your hotel like squarelovin. 70. Staycations: A vacation in your own city. Skip the lines at the airport and enjoy a hotel near home, what’s not to love? 71. Face-to-face business meetings in the digital age: Remote teams are common, so companies rely on in-person off-site meetings to bring employees together for trainings, launches, or team-building exercises.  This trend is why you see companies like Bizly totally crushing it right now. 73. Health & wellness travel: Rather than embarking on a new diet or exercise plan before vacation, travelers are choosing to travel specifically for health and wellness goals, booking experiences that include healthy meals, fitness classes, meditation courses, or lifestyle coaching. 74: Cannabis tourism: As marijuana laws loosen, a new segment of travelers are “going green” in a way that has nothing to do with the environment: traveling to a city specifically to explore the recreational drug.     75. Emerging markets as destinations: Travelers are branching out from the most popular destinations to up-and-coming places like Nicaragua or the Philippines in search of authenticity, new experiences, and cost savings. 76. Bring your pets on vacation: As more travelers bring their furry friends along, dog-friendly hotels, such as the Kimpton brand, provide special pet-friendly amenities like bowls and beds. 77. Medical tourism: With rising costs of medical care in Western countries (especially for non-essential procedures, like cosmetic surgery), people seeking treatment often find that the same procedure is much less expensive in Asia or South America - so much so that even with the cost of airfare and accommodation, they can save money.     78. Last minute bookings: Today’s traveler is spontaneous, which means they might not even know where they’re staying when they arrive at the airport. Apps like HotelTonight make last-minute bookings easy, but hoteliers might struggle with staffing and pricing as the booking window shortens. 79. Group travel & villa rentals: For multi-generational family trips or vacations with a big group of friends, travelers are choosing to rent a large home or villa instead of booking several hotel rooms. 80. Nomadic sabbaticals and family travel: A sabbatical doesn’t need to wait until the kids are grown; an increasing number of families are taking a year off (or longer) from the rat race to travel - even with young ones in tow. 81. Homeware hotels: Home goods companies like Muji and Made.com are entering the hospitality space with hotels decked out in their own homeware products. 82. Culinary travel: Whether by booking an accommodation on a farm, scheduling cooking classes, or traveling specifically for a Michelin-starred meal, food is becoming a key factor in travel decisions.     83. Sports-themed hotels: By investing in a state-of-the-art sports bar, like at the Omni Dallas, or planning once-in-a-lifetime Super Bowl packages, hotels are jumping on the sports bandwagon with unique amenities for fans. 84. Theme park experiences: Theme park vacations are even more immersive when the hotel follows the theme too, like at the Star Wars Hotel or Legoland Hotel. 85. The rise of hosteling: No longer just an option for cash-strapped backpackers, hostels offer fun activities, new friends, and sleek design at emerging brands like Generator and Selina. 86. Couchsurfing is still alive: Though it’s a small portion of accommodation booking, couchsurfing has survived the rise of Airbnb and ultra-affordable hotels and remains a viable option for people looking for a cheap place to sleep and a way to meet people. Back to Top   Hotel Business In the hotel industry, 2020 will be anything but business as usual. While we notice a proliferation of hotel brands, we also see a focus on uniqueness, whether by incorporating cocktail kits as a guestroom amenity or by physically combining a hotel with a mall, gym, or apartment building. As the luxury segment soars, with trendy new brands like the Standard and the NoMad, we also see investment in the economy segment and    87. Brands are exploding: Hotel chains no longer consist of one or two brands; while Marriott takes the cake with a collection of 30 individual brands, other chains like Best Western and Hilton are also branching out with new brands. Time will tell whether these new brands offer enough differentiation and value for travelers. 88. Cool luxury hotels: A new era of luxury leaves stuffy lobbies and pretentious attitudes in the dust; modern brands like the Standard and NoMad Hotels place an emphasis on design, gastronomy, and spa for the next generation of discerning travelers.     89. Cocktail mixology in your room: Hotels are providing unique (and Instagram-worthy) local flavor with a new on mixology, whether by including cocktail-making kits in guestrooms or by investing in the cocktail program at the lobby bar.  Hotel guests are likely to find kits in their rooms like W&P Design's Old Fashioned Kit (also available in Moscow Mule for the Vodka lovers).     90. Micro rooms: Chains like YOTEL and citizenM prove that small rooms can be functional - even luxurious - with efficient use of space and removing unnecessary amenities like storage drawers and bathtubs. 91. Ultra affordable hospitality: Hotels aren’t just facing price pressure from their competitive sets; ultra low-priced brands like India-based OYO are renovating and modernizing aging motels in rural and suburban markets. 92. Death of the travel agent: With a wealth of travel resources and booking platforms available online, travelers are booking trips themselves, without the assistance of a travel agent, leading to the downfall of travel agencies and tour operators like Thomas Cook:  93. Mixed use spaces: When space is at a premium, new construction or renovation often involves combining several types of spaces, such as ground-level retail, a few floors of hotel rooms, and apartments on top.  Some hotel groups like Hoxton and Accor are even developing their own coworking concepts.     Hotel Design What will the hotel of the future look like? Based on these trends, it will be a lot less “big box” and a lot more “out of the box.” Hotel design trends show a focus on art, community, and uniqueness. Guests crave design that echoes the destination’s character, whether with local art or the architecture itself. In some hotels, the space itself is what drives uniqueness, with creative lobby ideas or public areas that showcase nature. 94. Hyper local design: Perhaps influenced by Airbnb’s local focus, guests prefer design that reflect the unique character of the destination, integrating area artists or cultural themes. 95. Indoor meets outdoor: Lobbies filled with plants and guestrooms with floor-to-ceiling windows show that guests want a connection to nature even in an urban setting. 96. Experiential social spaces: In an effort to build a sense of community in lobby areas, hotels are becoming more creative with the types of public spaces offered, from shared workspaces to kitchens to game rooms. 97. Green hotel brands: Hotel brands with a holistic focus on eco-friendliness are considered “green,” such as Marriott’s Element brand and the luxe 1 Hotels.     98: Eclectic style: Not simply a place to sleep, hotels are stretching their artistic limits with unique lighting, funky furniture, unexpected color schemes, and eye-catching artwork. 99. High-end art and gallery experiences: Hotel groups like are building integrated art galleries into their on-site facilities. 21c Museum Hotel has 70,000 square feet of combined exhibition space, solely dedicated to featuring contemporary art, open 24/7, 365 days and the best part is that it's free of charge. The museum offers a robust schedule of exhibitions, cultural programming and performances at each of our properties, all of which are also open to the public and free of charge. While you can't buy the art from the gallery, 21c offers the opportunity for guests to purchase special edition merchandise - bespoke items created through the collaboration between 21c and select artists - as well works by Cracking Art Group, amongst other merchandise from local makers that are curated by our team.     Globalization In a world so connected by business and economic ties, it only makes sense that globalization would have implications in the hotel industry. As globalization drives incomes in countries around the world, more people can afford to travel, which means that hotels face opportunities and challenges that come with accommodating new travelers from different places. Along with this rising middle class, increased income inequality further distances the highest earners from the rest. Luxury travelers continue to have an appetite for over-the-top experiences, so high-end hotels must continuously come up with creative and innovative offerings to wow their guests.   100. Changing demographics: The growing middle class in countries like China and India means more people have more money for travel, so hotels should prepare to welcome these travelers with language and cultural resources that they expect. 101. Rising wealth inequality: As the gap between the upper and middle classes widens, luxury travelers crave even more novelty, creativity, and over-the-top experiences.    Back to Top --   With a solid understanding of these 100 hotel trends, we’re prepared to play a successful part in the future of travel. There’s no doubt that technology, sustainability, and security will play a greater role in hotel operations in the next decade. Get a head start and begin to implement some of these trends at your hotel today.   Did we miss any big hotel trends? Drop us a line via live chat!    

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WTM London 2019: Here's What You Need to Know in a Complete 8,792 Word Guide

by
Hotel Tech Report
2 months ago

If you want to learn about all of the latest hotel tech product launches and feature releases from WTM London 2019, then you’ll love this comprehensive (yet skimmable) guide. Hoteliers can browse the new products covered in this guide to get a pulse on the latest tools and strategies available to grow your hotel business in 2020. We know that you've got too much on your plate to keep up with all of this yourself, so we carefully reviewed 100+ of the top product launches from the trade show floor and bucketed them into 6 major themes: 1. Group Business Innovations 2. Multi-Property Portfolio Tech Rollouts 3. Emerging Advertising Technology 4. Features & Products That Enter New Categories 5. Automation Features 6. Revenue Management & Big Data Bonus: 9+ Notable Product Launches   Let’s dive in, shall we?     Group Business Innovations   There's historically been a ton of hype around consumer travel apps and guest experience platforms but every hotelier knows that the real money is in group business.  Groups offer higher margins and larger deal sizes - who wouldn't want a piece of that?  As such, there are a lot of launches this year in the group and sales space ranging from sales CRMs to revenue management tools that offer displacement analysis and even 3D modeling software to better market your meeting spaces.   Pace: Group displacement analysis helps your team optimize decision making Group Displacement Analyses have always been a painful exercise for hoteliers. They take up significant time for a very simple question: “Will I make more revenue by taking in a group vs. continuing to sell to my transient business segments?” Revenue managers and sales managers can now evaluate group requests with ease. Users simply provide the duration of stay, the number of rooms required per night, and then they can customize the rates to quickly see the value of the group and make a decision if they should take the booking or not. Pace’s Group Displacement Tool uses accurate and granular forecasts to generate displacement analyses for you, that not only save you time, but also ensure that your evaluations are based on real data science. Read Pace Reviews   Matterport: Build 3D models of your meeting spaces to drive more group business Matterport is a spatial data company focused on digitizing and indexing the built world. With Matterport technology, anyone can create and share a digital twin of the built world, which can be used to design, build, operate, promote and understand any space. Creating a 3D digital twin of hotel rooms, meeting spaces and common areas is simple with Matterport’s technology. Using a Pro2 3D camera or any compatible 360 capture device, the Matterport Capture app guides one through the scanning process. The model is then uploaded to a Matterport Cloud account, where the software creates the digital twin. After creation, Matterport lets individuals edit, customize and refine the model. Matterport Cloud 3.0 harnesses the power of Matterport’s AI-based image processing technology, Cortex, to transform data collected with the Matterport Pro2 or a collection of simple 360 panoramas from compatible 360 cameras into Matterport True3D™ digital twins. Read Matterport Reviews   Clairvoyix: Hotel CRM for groups and sales teams Groups sales has seen very little change in the past few decades. Sales personnel typically call meeting planners from a stack of questionable leads pulled from the sales and catering system. The Clairvoyix Group Solution allows sales and marketing professionals to schedule targeted and personalized group/event direct marketing campaigns that include lifecycle marketing and automated follow-up by email, or from a tele-research center.  Fully qualified leads are delivered to property, regional, or headquarters sales personnel, eliminating the historical and time-consuming process of calling every lead in the system. The solution deploys sales and marketing automation, including lifecycle direct marketing (email and LinkedIn) allowing for an exponential gain in the number of meeting planners contacted. Most importantly, the system generates periodic communication with meeting planners who previously booked at meeting ensuring that all potential repeat business is secured. Read Clairvoyix Reviews   MeetingPackage: Plug into venue directories to increase meeting space occupancy MeetingPackage has been working hard to deliver flexible meeting payment services for both Travel Management Companies and their clients. AirPlus integration helps Travel Management Companies and meetings organisers centralise and manage payments more easily for their clients. Integration with Venue Directory means that hotels and venues across the UK and Europe benefit from distribution on the UK's leading platform for meetings organisers and enhances value for users of the Venue Directory's platforms by allowing users to consult availability of spaces, pricing and ancillary services all in one easy to use interface. MeetingPackage's new features are of particular interest to the sales and revenue management departments within a hotel group as they will be able to drive more M&E business through their direct channels. AirPlus integration will simplify billing for hotel users of MeetingPackage and corporate clients, making hotels' M&E products more attractive to those clients in the process. MeetingPackage's integration with Venue Directory means that for the first time venues will be able to distribute details of their availability, pricing, F&B and services to the UK's largest source of M&E enquiries thereby streamlining a labour intensive and old fashioned RFP process into a modern online booking and enquiry tool.  For many venues, direct integration with popular industry PMS platforms such as Oracle Opera or Mews Commander means less need to interact with third-party tools. MeetingPackage's integration with Venue Directory is unique in that it is the only service that facilitates the delivery of pricing and availability directly from a venue's PMS or sales and catering system to a front-end interface used by Meetings bookers, corporate clients and travel management companies worldwide.  With AirPlus, clients will be able to dynamically generate AirPlus payment numbers.MeetingPackage is the only M&E booking service to offer this facility and it has been designed to meet the requirements of corporate clients. Read MeetingPackage Reviews       Multi-Property Portfolio Tech Rollouts   Most hotel tech companies start off serving small independents.  After all, these clients are less demanding and easier to woo in the early days of launching a startup.  The interesting thing that we're seeing is a huge wave of startups that are hitting scale and moving upstream to serve enterprises with dedicated functionality built for groups and portfolios.  This is a great sign as it indicates that firms in the ecosystem are achieving healthy growth which ultimately is a sign that hotels everywhere are becoming more digitally savvy.   Oaky: New multi-property functionality built for portfolios Switching between multiple properties in the Oaky dashboard used to be..well...a hassle. They’ve fixed that. Oaky understands that when you work in a Hotel Group or Chain, you might have specific needs and this innovation demonstrates Oaky’s commitment to a platform that is easy to use for bigger groups and chains. With this development, hoteliers can control their Oaky content centrally, add deals in 1-click and ultimately generate more revenue.  In short, you can now switch between properties from within Oaky’s software where before you needed separate setups for each property. Read Oaky Reviews   RMS Hospitality: Property Management System helps clients with turnkey loyalty programs Loyalty programs can help hotels drive repeat visits and reduce acquisition costs by giving guests an incentive to return again and again. By allocating points for guest stays and activities that can be redeemed for credits,the RMS Guest Rewards module encourages guest engagement and brand loyalty. The more guests stay and spend, the more they are rewarded. Guest Rewards is a fully integrated module that can be added to any RMS client's existing hotel management system. Setup by the property is straightforward, with customizable reward ratios, i.e. dollars spent to points earned, and points earned to guest credit. Staff can enroll an existing guest in the hotel's database in the loyalty program with one click, making it quick and hassle-free for guests to join the program and start earning points. Points are automatically allocated to guest accounts based on their stay and activity spend, and can be redeemed as a payment type within RMS so staff can apply points to guest accounts when guests want to use their rewards. Guest Rewards is fully integrated with RMS' hotel management software, so hoteliers using RMS as their property management system can easily add loyalty program functionality to their tech stack without the need for additional software. Guest Rewards is also customizable to each hotel client, allowing properties to set up a points and rewards system that makes sense for their business model and fits their existing brand. Read RMS Reviews   GuestCentric: Multi-Property Booking Engine to Cross Sell Properties on Sell Out If your hotel is not available on a specific date, but your sister hotel on the other side of the road is still open for reservations, why not push your sister property. Helping the user not to start their search all over again and promote our group hotels as an alternative can prove to be a useful and profitable strategy. When a guest accesses the booking engine or website of the hotel and selects a specific date - if the hotel is full the the booking engine returns a message: "Sorry, we don't have any rooms left”.  When that happens hotels lose money. With this new functionality, GuestCentric can now provide those guests a room in another one of your fantastic hotels." The platform shows a list of hotels the user can choose from and when the user selects an option, the guest will be redirected to the partner hotel booking engine with the dates pre-selected. GuestCentric offers a highly personalized solution integrated into the Shopping Booster feature that is proven to increase direct bookings. Everything is engineered to remove from the process any friction that may affect the conversion. Read GuestCentric Reviews   Quicktext: Website chatbot for multi-property websites When you have several properties in the same website search is much more complicated than in simple websites. Groups like Accor can have >100 properties in the same city which is great but might induce choice paralysis on the customer side. Quicktext multi-property is a chatbot that is able to guide the customer from many possible hotel choices to the hotel that is most relevant to each customer based on their expressed needs. If you're looking for a hotel with a swimming pool in Paris on accorhotels.com you might come from having to search 160 properties down to 4 that are really relevant to satisfy your needs. What makes Quicktext different is its database. While all chatbots are text-based meaning that the hotel needs to introduce answers in a text format. Quicktext is structured around data points that they collect from the hotel. For example, you can tell the bot that there is a swimming pool by ticking a box in the software. The chatbot will then make an answer and when a prospective guest searches at the group level it will be very easy for the bot to find what hotels have a swimming pool in Paris. Read Quicktext Reviews       Emerging Advertising Technologies   Ad tech has been a hot sector for years with one of the highest profile mergers to date coming from the Taboola/Outbrain merger.  In hotel tech, it has taken some time to heat up.  Historically we've had digital marketing agencies and then a couple of categories in the space like metasearch management platforms (e.g. Koddi, Triptease) and audience targeting solutions like Sojern.  We noticed some really interesting tools and features launching in the ad tech space at WTM this year.  Most notably, Triptease has continued it's cadence of product launches driving towards an end-to-end guest acquisition platform.  Naturally the firm started it's journey optimizing conversion rates on hotel websites and is now focused on building innovative tools that bring more traffic into that finely tuned funnel.   Triptease: Bring more guests back to your hotel website with retargeting “Price remains the single most powerful factor in booking decisions, and we’ve known since the launch of Price Check that a live price comparison gives guests a proven, powerful incentive to book direct,” says Alasdair Snow, Triptease’s co-founder and Chief Product Officer. “Now, with Retargeting, we’re able to share that message with guests even when they’re not on the hotel website or booking engine. Most importantly, Triptease knows which guests are worth retargeting - and which to ignore.” Triptease’s algorithmic approach combines search, parity and behavioral data to avoid costly bidding mistakes. With Triptease Retargeting, hotels can avoid common pitfalls such as targeting a visitor if their search dates are in the past, or bidding to advertise when they don’t have the best price available online. In addition to knowing who to target and when to target them, Triptease Retargeting dynamically updates ad creative to show only the messages most likely to convert an undecided guest. Powered by Triptease’s price intelligence software, Retargeting allows hotels to show live price comparisons to guests based on their unique search - wherever they are on the web. Triptease is able to drive far higher levels of retargeting performance through our data advantages across user and journey targeting precision, global publisher coverage, optimised ad creative and co-ordination with attract and convert products. Read Triptease Reviews   Curacity: ORA provides Instagram revenue attribution over a 6-month buyer journey Curacity's new product, ORA for Instagram, measures travel influencers to determine which Instagram posts or stories resulted with a direct booking to that hotel for an attribution window of up to six months. Curacity built the data bridge to measure Instagram against hotels' PMS to determine bookings that were influenced by Instagram influencers.  We haven’t seen anything like this in the market. Competitive means of measuring Instagram is based on a 30-day window, max and this opens it up to 6x that. This time frame is irrelevant when consumers are booking a hotel stay that will cost over $1,000. Large purchases require a longer customer decision-making journey. Read Curacity Reviews   RoomCloud: Google Hotel Ads Management on any booking engine Thanks to Google Metasearch hotels and Property Managers can save money on commissions and increase traffic on their official website but only 74 companies globally can connect into Google Hotel Ads today.  Given that most hoteliers who are happy with their booking engine wouldn’t want to switch just to optimize Google Hotel Ads - RoomCloud now has a solution that integrates with any booking engine. RoomCloud Booking Engine is certified by Google to sell rooms and apartments on the Metasearch and it will act as a bridge between non certified Booking Engines that your property uses and Google Metasearch. RoomCloud just needs the inventory of prices and availabilities to send requests to. Through a "deep link" RoomCloud will connect Metasearch to your Booking Engine of choice.  When using this connection, your hotel will pay RoomCloud for Google bills every 3-months which can be a nice way to pay for advertising during off-peak times without dipping into your cash coffers. RoomCloud only asks for a fixed cheap annual fee for the activation of the connection, without any extra commission on the reservations. Your hotel then only pays for ad spend on Google. Read RoomCloud Reviews   Squarelovin: New player that helps hotels leverage user generated content to drive more bookings Professional hotel photography is super expensive and time consuming to generate but guests are increasingly wary of getting “catfished” by cherry picked imagery.  Content created by actual guests provides a sense of authenticity and social proof to new customers, much more than professional shots of empty pools or restaurants can. squarelovin helps curate and filter content created by actual guests, as well as effectively placing it on the website. The squarelovin UGC Management Tool collects all brand-specific User Generated Content in one place. By tracking selected brand accounts, geo-locations or hashtags, all images are filtered from Instagram in real time. Essential on & offline image usage rights can then be requested with just one easy click. The software takes care of individual feedback to the customers. This way, more direct appreciation can be conveyed while manual work gets reduced to a minimum. The tool is mainly used by marketing, e-commerce and social media managers. Their main task is to select those pieces of content which fit meet their expectations and fit the property’s aesthetics. squarelovin also comes with detailed analytics which allow users to precisely track which kind of content works best and which guests could become possible brand ambassadors. The amount of time spent on picking content and diving into analytics is based on individual preferences. As the squarelovin tool secures essential usage rights for UGC in accordance with copyright laws and in compliance with GDPR, it takes away the burden of dealing with image rights and the fear of possibly facing legal consequences when embedding content the wrong way. One of the big advantages of embedding UGC through squarelovin compared to other tools is that the galleries clearly indicate which Instagram user originally uploaded a picture or video, while a click on the content directs to the respective product detail page within the WBE. This results in significantly longer website visits and higher conversion rates. The UGC Management Tool, other than direct integrations of Instagram, allows filtering content before it’s published to the website. This way, brands can ensure that only UGC that matches their values and aesthetics is being featured. Moreover squarelovin also offers significantly more possibilities for collecting content, as the tool allows curate posts based on hashtags, mentions and geo-locations. Read squarelovin Reviews     Features & Products That Enter New Categories   It's no secret that hotel tech is kind of a $hit show when it comes to features and product portfolios.  It's often hard for hoteliers to tell who does what let alone who does what well.  Well, if you're having problems figuring it out we've got an easy solution - go check out their client reviews on Hotel Tech Report!  That said, it's natural for tech companies to expand their product offering over time by listening to customer feedback and this next group of companies is doing exactly that with their WTM launches.   GuestRevu: Reputation Provider Launches Service Tickets GuestRevu clients frequently told the hospitality software provider that one of the most helpful aspects of the guest feedback system was that they were getting notified quickly of small issues or downfalls in guest experience, such as repairs that needed to be made in bathrooms or improvements that could be made to the breakfast offering. Timely feedback meant that these could be rectified before they impacted other guests. However, one of the major challenges busy hospitality professionals face is ensuring these incidents are tracked and resolved as quickly as possible. Service tickets are GuestRevu’s answer to this, assisting management and staff facing these challenges by: - Removing ambiguity: each service ticket has one assignee, which means there is certainty of who is responsible for resolving this issue. - Ensuring issues are not forgotten: reminder emails keep each team member’s assigned tickets top of mind, whether the ticket has just been assigned, is approaching its deadline or is overdue. - Improving reaction speed: Automation rules can be set to generate tickets immediately and assign them to the appropriate people based on predetermined concern criteria. - Giving management peace of mind: ticket “watchers” can easily track when tickets are resolved, and if they are resolved quickly enough. - Keeping staff engaged and motivated: tickets are also a great way to share positive guest comments with relevant staff and their managers. The service ticket feature in the GuestRevu application helps clients to more efficiently and effectively manage incidents as they arise from customer feedback. A service ticket refers to a task created in the GuestRevu application that details a specific action which needs to be resolved. These could be from issues raised by guests or courtesy follow-ups should guest comments reference or highlight key-value elements of their experience. Service tickets can be generated automatically from direct feedback responses based on certain triggers or created manually by a user. Only users with appropriate user rights can create, view or resolve a ticket. Whoever resolves a tickets also needs to include a note so that everyone involved has a good overview of completed tasks. GuestRevu clients can create customised service tickets, such as a reminder to download reports or go through older reviews, or they can create a service ticket directly from a particular guest’s response and assign it to a particular team member. Service tickets can also be set up to be created automatically when a guest gives a low rating or alert logic is triggered from a specific question. Service tickets save teams time by allowing users to easily keep track of what tasks still need to be addressed, who is responsible for them, and when they have been completed. These are perfect for managing and monitoring review responses, maintenance tasks and more. Service tickets are an essential management tool, allowing GuestRevu clients to ensure every concern raised in their reviews is dealt with in an efficient and professional manner. With GuestRevu’s service ticket feature, clients are able to automatically generate tickets based on a number of triggers, including any rating on overall satisfaction scores and other key metrics related to specific areas of the customer experience. In comparison to competing systems in the market, this feature allows a more granular flexibility when creating specific rules for auto-creation from guest feedback. There is also no need for predetermined escalation groups to be set up in the system beforehand, which means users can select one or more watchers based on the nature of the task. The service ticket dashboard is built with the busy hospitality professional in mind, with the ability to easily view tickets assigned to the user or tickets the user is watching, with the click of a button. If a service ticket was created based on particular feedback from a guest or customer, this information will be stored in their profile on the GuestRevu system which staff can use to personalise their experiences in the future. Read GuestRevu Feedback   SiteMinder: The latest player to launch an App Store The Hotel App Store comes 18 months after the launch of SiteMinder Exchange, a connectivity hub that allows hotel data publishers and developers of hotel application software to transfer guest information between their systems. From 4 November 2019, hotels using a data publisher connected to SiteMinder Exchange—which includes more than 80 property management systems (PMSs) and SiteMinder’s channel manager—can use the Hotel App Store to access applications. This means that SiteMinder’s Hotel App Store allows hoteliers to filter, search or browse through over 100 applications that can seamlessly connect to their SiteMinder Exchange-connected PMS or, in the absence of that, SiteMinder’s channel manager, which can act as a data publisher by connecting the data from a hotel’s online booking channels to their selected apps. The Hotel App Store gives hoteliers access to the most relevant applications that support their daily operations of running a hotel business, help their business to grow, and make the daily work more rewarding. These applications include, but are not limited to, applications for upselling, guest communications, review management, loyalty programs, airport transfers and revenue management. To connect to an app, hoteliers need to simply sign up by filling in a form for their preferred app and let SiteMinder do the rest. Until now, app marketplaces have mostly been closed environments for hotels (e.g. Mews, Protel, Hotelogix), accessible only by using a marketplace provider’s designated PMS (with the exception of BookingSuite). Additionally, as the leading guest acquisition platform for hotels, SiteMinder’s Hotel App Store opens up the opportunity for 35,000+ hotels around the world to easily access and connect with apps right away by seamlessly connecting their guest data from online booking channels to their chosen apps, via SiteMinder’s channel manager. Read SiteMinder Reviews   RoomRaccoon: Cloud PMS player launches free light weight yield management tool Yield Management is a variable pricing strategy based on influencing and anticipating consumer demand. This feature maximizes revenue and profits by ensuring rooms are sold, and sold for the optimum price since many of RoomRaccoon’s clients may not implement a dedicated revenue management system. RoomRaccoon enable hoteliers to set rules based on availability and time to automatically increase/decrease prices. These can be simple independent rules like decreasing room prices if a set percentage of stock remains X days before arrival. They can also be a series of inter-dependent rules that regularly adjust prices with the passing of time based on performance / anticipated future performance. Either way the purpose remains the same. Ensuring hoteliers maximize revenue and profits. By automating these price adjustments hoteliers save a huge amount of time and eliminate human error. A number of very good stand-alone Yield Management Systems exist on the market. However, these need to be integrated into your existing Property Management System and are often prohibitively expensive for smaller / independent properties. Providing the Yield Management functionality for free within RoomRaccoon's PMS is unique and puts this important functionality in the hands of more hotels. Read RoomRaccoon Reviews   Repup: Reputation management firm launches a Hotel CRM solution Repup is solving the problem of manual, non-personalised and inconsistent communication with guests. They do this by unifying data from several interfaces including PMS, Booking Engine, OTAs and manual entries to save time for hoteliers and have a single source of truth for the entire guest data, past activity and persona profile. This product has an automation and data intelligence layer that enables hotels to define rules for their guest communication and set automated campaigns. The intelligence layer divides guest data into segments so personalisation can be achieved at scale. All transactional emails sent through the solution have an embedded concierge link that takes guests to a concierge using which they can submit preferences, buy upgrades and fill in-stay feedback. Read Repup Reviews     Automation Features   We've previously covered the automation trend in our ITB Recap so we won't belabor the issue.  Having said that, automation cannot be understated as a trend - it's HUGE.  Ultimately the role of technology is to make our lives easier and automation is something that computers do 1000x more efficiently than humans so it's a natural place to focus. Atomize: Real time pricing automation The hotel next door is pricing their rooms faster than you and it’s eating your profits without you ever even noticing.  Faster yield management software and real time pricing is like a secret weapon for revenue managers. If your local market competition is employing real time pricing, you are likely bleeding RevPAR so this concept of real time price optimization is especially important to understand and get a grip on. If your competition isn’t using real time pricing yet (which they most likely aren’t), this article will show you how you can use it to beat out the compset. A fully automated system working in real time gives your hotel an edge over the competition when you need it most. In full autopilot mode, Atomize continuously receives data from the PMS and continuously runs real time optimization runs and pushes the optimal rates back to the PMS for all room types and all future arrival dates around the clock where each price point is uniquely calculated in real time. In addition to considering historical data such as reservations, cancellations and current pickups, Atomize RMS also monitors real time changes, search trends, competitor information and other factors such as local holidays and dynamically sets the price per room type while respecting pricing hierarchy and takes into account the effect on adjacent days and room types. As any data points above change for any future arrival date, relevant price points updates in real time. With Atomize, hotels can continuously have real-time rates pushed live, around the clock, 365 days into the future, dynamically for all room types.   HelloShift: guest messaging smart reply automation Messaging as a channel for hotel guests results in more guest requests. This is a good thing but it can overwhelm the limited hotel staff resources. Furthermore, the high employee turnover in the hotel industry can lead to inexperienced staff providing inconsistent responses to even basic, routine guest requests. Smart reply helps hotels deliver consistent replies to common guest requests in a timely fashion. When a guest request comes in, HelloShift infers the intent of the guest request using Natural Language Processing (NLP) that relies on Machine Learning (ML). Once inferred, HelloShift scans the answers provided by a property to their Frequently Asked Questions (FAQ) and assists hotel staff in replying to the guest via a feature called Smart Reply. By default, Smart Reply suggests the right answer for the staff to pick and respond manually. A property can also deploy Smart Reply on auto-pilot (Smart Auto-Reply). Between Smart Reply and Smart Auto-Reply, HelloShift lets hotels choose the extent to which they want to stay authentic and high touch -- a big goal in hospitality. To deliver phenomenal guest service, hotels need Guest Messaging (to understand guest needs) and Staff Collaboration (to fulfill guest needs). Most solutions address only one or the other. HelloShift provides Staff Collaboration and Guest Messaging in one integrated platform. No more dropped tasks between separate, poorly integrated apps. This results in soaring guest satisfaction scores, with hotels reporting 56% more and 25% better TripAdvisor reviews. Read HelloShift Reviews   Roomchecking: housekeeping software room assignment automation Labor cost ranges for at least 40% of the global cost of running a hotel. Usually, a hotel will hire permanent cleaning staff for 50% of occupancy and tap into external cleaners in case of higher occupancy. Forecasting the right amount of resources needed in a super volatile environment with reservations coming in and out with all specificities (back to back, day uses, MICE) is not a simple task. If you add labor constraints (max number of rooms, balancing between stay and due out, floor and section constraint), it is easy to understand why supervisors spend so much time every day into planning daily cleaning. Every morning, supervisors (or inspectors), log into the Automatic Planner. They will immediately see all the rooms to be cleaned with ETA, ETDs, VIPs, Queues, Day Use. They make sure all cleaning staff is present and will make necessary adjustments. With all the constraints and rules already preloaded, they will click on "Create Plan" and within seconds, the best cleaning path will appear. They will be able to modify it with the mouse and submit it so cleaners can begin working.As cleaners enter rooms, set DND, delays or clean rooms, they will be able to see the progress of the plan in real-time. The automatic planner is based on constraints, not on rules. it can take geography constraints (like addresses for apartments but also buildings and towers and floors), time constraints, credits constraints and many more. Most existing products just distribute rooms with very basic rules. Read RoomChecking Reviews       Revenue Management & Big Data   The reason revenue management software companies continue to lead innovation in the hotel tech industry is two-fold.  On one hand, revenue management companies drive tangible topline gains so it's easy for hoteliers to justify investment with crystal clear ROI forecasts and easy to understand time savings.  More investment from hotels means more R&D at those firms and ultimately more innovation.  On the other, revenue management companies have access to massive datasets which means limitless opportunities to learn, iterate and grow.   IDeaS: Improved forecasting for newly renovated inventory Due to the limited available data, hotels face significant challenges when trying to accurately forecast demand and set prices by room type for newly renovated inventory. IDeaS has expanded its Limited Data Build feature in its G3 Revenue Management System (RMS) to provide a data-driven solution for hotels undergoing room renovations. Limited Data Build scientifically predicts demand for new hotel properties and, with this latest enhancement, now enables existing hotels adding newly renovated inventory to receive an immediate, precise forecast by room type. Using historical sold information and booking patterns, combined with the hotel’s sales projections, Limited Data Build enables hotel revenue managers to immediately utilize accurate data for their new room types, rather than waiting for actual data to materialize over time. This advanced functionality is a unique offering on the RMS-vendor market, allowing hotels a new opportunity to leverage accurate data insights to optimize revenue from day one of renovated room sales by room type. Read IDeaS Reviews   Pegasus: Distribution analytics connects data silos and provides actionable insight Distribution Analytics is a business intelligence platform that allows hoteliers to streamline their data analysis and save hours of administrative work needed to collate and corroborate spreadsheets. Hotel data often lives in multiple platforms, and bringing these data sets together to get a full picture of performance involves a lot of manual work — you need to download the raw data, bring it together on a spreadsheet, and then run various analyses to understand what's going on. And even then, it can be very hard to drill down and pinpoint a specific cause of any particular trend. Distribution Analytics helps solve that problem. This interactive platform brings together CRS, PMS, Channel Manager, GDS, call center and website data into one dashboard, giving hotels a 360-view of their hotel performance and allowing revenue managers to drill down into any aspect of distribution performance. The data comes in real-time, meaning that you can act quickly to identify trends that may be affecting your hotel bookings. For example, hotels can easily track historic and future pace of bookings in a standard dashboard, so you can see if you are behind from previous years. Then you can take action to remedy that situation, such as running a special offer. Or you can also drill down into geographic markets to see which ones are driving the most business, and set marketing strategies accordingly. Or as a brand, you can see how their entire portfolio is performing, or filter it by country to see how hotels in one market are performing in comparison to another market. The platform is built for flexibility and can bring in different types of data from different sources. Want to see how your Google Analytics data compares to your actual booking engine data? Our platform allows you to do that. The interactive capabilities of the platform are also quite unique; there are many ways to slice, dice, filter, and drill down into data — including geographically. The platform also includes collaborative tools so that revenue managers can annotate and share their findings within the organization. Think of it as Tableau but specifically for the hotel industry. Read Pegasus Reviews   OTA Insight: Compare different rate types within your hotel and against the competition Many of OTA Insight's clients were asking for additional Excel exporting functionalities: they wanted the ability to export specific rate types from our tool. When digging deeper, the company found out the reason behind this question, namely that users wanted to combine these different Excel exports manually to find out the changes between these different rate types. So the real problem was in fact that hoteliers needed a tool through which they could compare the different rate types of their competitors and figure out what discounting strategies their competitors apply on their BAR rates. The Compare Module allows users to compare different rate types for your own hotel, as well as your competitors, and to have a view on the average discounting strategy of each competitor. As a hotel, you choose which two data sets you want to compare. Examples include comparing mobile rates to desktop rates, comparing breakfast rates to room-only rates, comparing membership rates to public rates, and so on. OTA Insight's tool then presents the two datasets next to each other in a simple, user-friendly way, emphasising the rate changes and exposing the discounting strategies of competitors. The strength of this feature lies within its ease of use and its simplicity. Most of OTA Insight's subscribing hotels use this feature on a monthly basis, as the strategies do not change that often. They use it to gain insights into how their competitors are discounting in order to stay competitive within the market. What would you do if, for example, you found out your competitors give their members 3% off during weekdays and 5% during weekends? Would you adjust your strategy towards your members? It is by providing these strategic insights for hotels that they can stay even more competitive within their market, without them having to manually figure it all out. OTA Insight's tool provides the industry’s first comparison module that allows hotels to compare different rate types and that shows the discounting strategies of the hotel’s competitors. None of the competition has been able to offer these strategic insights in an easy-to-understand and easy-to-use way. Read OTA Insight Reviews   Pace: Inventory hierarchies ensure your brand strategy while maximizing RevPAR With demand-based dynamic pricing and automation there are instances where a hotelier wants to ensure that certain hierarchies between inventories are retained to be in-line with the property’s branding and meet customer expectations. This leads to Hoteliers being challenged with either losing out on revenue due to rigid price structures or giving into the possibility of product offerings being inconsistent with your branding and strategy. With Inventory Hierarchies, all you need to do as a hotelier is provide a hierarchy of your inventories and a minimum price buffer you would like to retain between them. Pace’s algorithm handles the rest, acknowledging these hierarchies and maximising RevPAR across your full inventory by simulating demand for countless pricing scenarios. There is a true paradigm shift with Pace’s Inventory Hierarchies as hoteliers can now setup their product offerings in a way that maintains their branding and strategy, while also allowing for the maximum RevPAR optimisation through dynamic, demand-based pricing.   Juyo: Connecting disparate data sources with constellations Today hotels have access to a wide variety of data in different systems and places. Not only extracting that data is hard but also deriving insights from it is equally hard.Constellations are connected analytics that combine different widgets and dashboards that serve a specific business purpose. The goal of constellations is to connect external and internal data sources and empower hotel users to Fastrack decision making by connecting the dots. Constellations are used daily by revenue managers, general managers, analysts and other members of the hotel commercial team. Some give high-level information like on the books data while some deep dive in Net Revenue analytics.In the example of net revenue, hotels can use the data to track net RevPAR for past and future, optimize sales and marketing budget, track campaign ROI and develop the most profitable business and channel mix. The uniqueness of constellations is that in the analytics applications spectrum there are 2 categories. On the far left, you have the tools that offer reporting and dashboards that have been predefined. These are your typical hotel BI applications that are easy to use but often luck context in how the data is modeled. On the far right, you have tools such as Tableau or PowerBI that are extremely powerful but very difficult to model the data and put something together. Juyo constellations sits exactly in the middle and offers the best of each world. Read Juyo Reviews   Profit Intelligence: Smart sales & distribution helps make sense of channel profitability in real time One of hoteliers top revenue management and distribution issues is to monitor and leverage cost of client acquisition. The complexity of sales and distribution, make almost impossible to just know what is the real NET value of a reservation. Hoteliers all know their commission percentages per travel agent, but often forget or cannot calculate other important related costs such as credit card fees, loyalty member program expense, sales team commissions etc. This problem makes their sales & distribution decisions really difficult and often results in poor decision making. Knowing these costs in real time, sliced by channel, market segment and account canbe a true strategic advantage to your hotel and help drive bottom line results (via higher GOPPAR). Hoteliers get set up with PI team support who analyze different costs of sales & distribution through a user friendly interface that guides you through the process. Each cost gets attributed to a reservation using different methods depending on the cost (Distribution key, recurring fee, period of override etc.). Profit Intelligence Smart Sales & Distribution algorithm will then calculate the cost for each past and future reservation dynamically and make predictions for future bookings. Results will be displayed in different meaningful dashboards from top level to account level. From their hotelier can know what is the exact NET value of his reservations and even check the NET value for each Travel Agent or corporate account. The easy to use DIY interface for hoteliers to set up their cost structure and visualize results make this new module unique. The chain view and chain costs management feature is also unique in that it allows hotel chains or management companies to consolidate costs from all hotels using smart mapping feature to eliminate brand specific details. Profit Intelligence   RateGain: MarketDrone provides intraday rate updates to your mobile device without running reports An average hotel in North America changes its rates 3-4 times a day. The frequency of rate changes increases as we get closer to check-in dates. In other words, hotels are constantly changing rates for existing plans and introducing new rate plans close to check-in-date to sell off their unsold inventory and maximize revenue. As such, traditional batch dependent rate shopping tools are redundant and manually triggered reports are inefficient. They are not able to capture and highlight the intra-day rate changes that happen on the go. Hoteliers are in dire need of ways to help them stay on top of these real-time changes and take action when it still matters. RateGain’s MarketDrone is a feed that automatically pushes market changes through push notifications to Revenue Managers on a device of their choice. The instant alerts give notifications to Revenue Managers or other users as soon as market changes. In other words, whenever, any competitive hotel makes a rate change, an alert is triggered to the subscribed Revenue Manager or user. This is a shift from the current experience provided by traditional rate shopping tools where Revenue Managers has to pre-schedule reports and spends a major chunk of their day looking for changes in their respective markets.  MarketDRONE tracks intra-day rate and rate plan changes by hotels in real-time and surfaces them on the go on a device of the user’s choice. It works on mobile, tablets and desktops. With MarketDRONE, Revenue Managers can be assured of staying on top of competitive landscape while they focus on what matters the most, i.e. making strategic decisions, improving business and boosting profits. Always keep an eye on market changes and keep yourself abreast of competitive landscapes on the fly. Not only can you keep an eye on market changes, but also respond to them as soon as they happen by taking corrective actions.  A Revenue Manager or any user do not have to come to the rate-shopping tool every time to know about the market changes. They do not have to run a complete report. The notifications update them on the changes. As such, they can focus on the more important strategic decisions involved in day-to-day revenue management.  With MarketDrone, revenue managers can be proactive about new promotional rate plans when nearby competitive hotels introduce them. Read RateGain Reviews   BONUS: 9+ Notable WTM London Product Launches   TrustYou launches direct response to Google and Booking in platform With this enhanced functionality, TrustYou users can now reply to the majority of all reviews directly without having to leave the platform. This development addresses a hotel’s increasing need to save valuable time and improve operations with technology. By responding directly to guest reviews received from Booking.com, Google, and TrustYou’s powered guest satisfaction surveys, hoteliers can respond on average to up to 78% of their total reviews without having to leave the TrustYou platform. Guests write reviews to be listened to and it is of great importance for businesses to reply to them. The limited capacity of many hoteliers to respond to all reviews means that there is a great need the new features addresses.Users can draft the response to a review in the TrustYou platform. Available response templates make it easier for users to address the feedback. Once submitted, the response will be pushed live to Google or Booking.com and the users do not have to leave the TrustYou platform to respond to a review for a hotel. Replying to reviews is essential in today’s sharing economy and online search-and-buy experience, as users expect their feedback and shared experiences to be valued by hotels. With these new feature enhancements, hotels can make a big impact on Booking.com and Google, where a majority of travelers start to search and book their accommodations, to actively influence a traveler’s booking decision. Actively managing the response and having a high response rate has a positive effect on the online reputation. TrustYou enables users to make this a priority, with easy response templates and that is available in different languages. Read TrustYou Reviews   hotelkit unveils its housekeeping software solution Cleanliness is one of the most important criteria for guests, which makes housekeeping a very important factor when running a hotel business. The correct deployment of personnel, the structure of workflows and ongoing monitoring are key so operations can run smoothly. In most hotels, housekeeping processes are inefficient and do not meet guest requirements. The housekeeping tool simplifies all processes within the department. The executive housekeeper or the housekeeper in charge can easily assign the rooms to the cleaning staff based on time resources and qualifications. With clear checklists, it is easy for the housekeeping supervisor to carry out inspections, thus guaranteeing a high standard of quality. Housekeeping staff is able to work neatly and efficiently with checklists. Recurring tasks make everyday jobs easier. After cleaning, the current room status is reported directly to the Property Management System, so the reception team is always up to date. The housekeeping solution lets you stay on top of traceable, paperless processes by using a PC, tablet or smartphone. Simple and fast distribution of work according to the time resources and qualifications of the employees can work wonders in terms of efficiency. Structured checklists for room cleaning and inspection ensure top quality. Thanks to real-time updates, you always have an overview of the cleaning progress. Read hotelkit Reviews   Bookboost launches a new guest messaging inbox Bookboost provides a messaging platform throughout the whole guest journey. Our new inbox makes sure the conversation with guests end up in the right inboxes. Also we provide hoteliers with AI based suggestions so during, especially, repetitive conversations they are able to automate most of those conversations while maintaining to be personal. Thirdly our new inbox delivers a cockpit view over the guests. For example it enables hoteliers to give location based suggestions for, for example, restaurants or bars, after a guests shared their location via Whatsapp. Lets say a hotelier has a reservation office and 3 receptions in 3 hotels. Our inbox routing makes sure that reservation inquiries end up in the reservation office and that if a guests talks with a brand via Whatsapp this conversation will end up at the right reception at the right hotel.Also it enables staff in the hotel to collaborate and hand over converstion to each other. For example, a guest with a room service inquiry, can be handed over to the room service team by a receptionist. There are many guest messaging solutions on the market, however our tool makes it practical for bigger organisations to make sure that the right conversation ends up at the right people in the hotel. Combining the power of a range of messaging channels, PMS systems, an advanced CRM, and AI for conversational suggestions. Enabling groups & brands to share user data & intelligence between properties while making sure the right person talks to the right person in the hotel. Read Bookboost Reviews   Net Affinity launches 12 conversion updates to their high performance booking engine templates Based on extensive research and testing (including A/B testing, exit intent and user flow studies) Net Affinity hasdeveloped 12 key updates for their desktop and mobile booking engine templates. Their mission is to significantly simplify the booking process for hotel guests – with a special emphasis on mobile experience. The purpose of Net Affinity’s booking engine is, simply, to drive more direct bookings for their clients. The updates they’ve made were informed by ongoing quarterly device data trends analysis & reports which have shown consistent increases in mobile traffic and revenue. Their most recent in-depth report shows a mobile revenue increase of 6% (from Q2 to Q3 2019). With mobile at 45%, desktop at 44% and tablet at 1%, this means mobile revenue now trumps desktop revenue. The new templates will be an automatic upgrade for all Net Affinity clients. Their booking engine will work the same.  All that changes is the experience for the user will be even better. Some of the key enhancements include: - New Searchbox which includes a new Book Direct feature sidebar and improved promo code fields. - New top panel on mobile with filters and summary - New mobile “cards” feature for roomtype scrolling - Breadcrumbs have been simplified and animated - Improved booking summary - New occupancy filter functionality - Simplied Reservation Form - UI and UX refinements" Net Affinity is seeing 2 out of 3 users visiting their client’s hotel websites on mobile which has lead them to continue releasing smart, timely product updates that fully support the mobile booking experience. Read Net Affinity Reviews   Monscierge adds image functionality to its Connect Staff product There are three main use-cases for the new images feature: 1. Overcoming language barriers between hotel staff (using pictures to describe a chair is broken in rm. 213 or that a wall socket is loose etc.) and another, 2. Collecting penalty fees from guests opting to smoke in non-smoking rooms. By combining images of a room with incurred fees with the guest room policies signed by guests during check-in, Hilton Belfast City now has an easier process to more readily service their guest rooms.) 3. Creating a new task quickly and/or without language barriers or delayed reporting by floor;or utilize a quicker flow for room turnover and use the image/photo functionality to record issues in the room. Monscierge had several clients that asked if they had considered it, because while their teams were generally using Connect Staff for most things, at times it became faster to portray an urgency or need quicker by also following up on the requests/issues pushed through the app with a separate picture taken on their phones and sent through regular text between departments. Building it into the app allows the hotels to have that same option, but to also keep it together with the other details of the room turnover as well as become permanent documentation for that room in the Connect CMS portal - hotels cannot track images and messages from text messages as easily. Therefore it cuts short the overall data accrued each year.Housekeeping, maintenance, front desk, GM, operations, concierge... any member of staff that the hotel has assigned as a user. An application for hotel staff that take into consideration images/pictures functionality to communicate quickly what an issue might be, or to use for validating front office claims when trying to recoup money quickly, is a differentiator compared to other staff products.All of this data including images, is then stored for that specific room’s history. Read Monscierge Reviews   Nonius launches a branded guest app When guests make a reservation at a given hotel, they receive an email to download the hotel’s app. After installing it, guests immediately get access to information about the hotel’s services, events, landmarks of the city and the Online Check-In. If the guests check-in online, they can go directly to their room and use the digital room key to get in. The Nonius app allows for guests to enjoy Room control over the lights and the AC, while also using their mobile device as a TV Remote Control. Guests can make requests for room service, all while keeping an eye on the bill and being able to Check-out without waiting at the front-desk. The Nonius App has unlimited integration capacity and is integrated with the main PMS players. This allows single sites and hotel groups for infinite scalability. Read Nonius Reviews   HotelTime Solutions launches a PMS with specific functionality designed for serviced apartments Recognizing that serviced apartment operations require specific features within the PMS, HotelTime has been working hard in the past two years to bring innovative tech solutions to this part of the hospitality sector. HotelTime Serviced Apartments has been developing as a specialized version of the PMS based on feedback from our customers running serviced apartments.HotelTime Service Apartment features include : - Customised set of features with some standard PMS feature tweaked or removed and specific Serviced Apartment features added, like housekeeping and maintenance tools- 2-way integration to channel managers in multi-location environment where 1 PMS connects to various channel manager endpoints due to multiple OTA listings (one per each location)- Extended reporting ‘by apartment numbers’ for operations with multiple apartment owners (to be able to report revenue to each owner)- Automated ‘room number assignment’ adjusted to allocate different apartments to spread revenue proportionally throughout the property- Extended reporting by location as well as aggregated reporting by clusters in a multi-location environment Read hoteltime Reviews   Jonas Chorum launches mobile app for it's popular cloud PMS Chorum Mobile solves the issue of guests being unable to adequately reach hotel staff or having to wait long periods of time to get assistance by communicating with the front desk via their mobile device to order services. In addition, the ability to check-in and check-out speeds up the arrival/departure times and provides a more seamless experience overall. Chorum Mobile is accessible by both the hotel staff through the software and by the guests through a mobile application. Hotel staff utilize this on a daily basis, allowing them to be untethered from the front desk and perform actions such as messaging both guests and staff members, checking guests in/out, viewing room status in real-time, and documenting maintenance items. Chorum Mobile is truly device and platform agnostic, meaning it can be used on any tablet or smartphone. Security permissions allow properties to maintain complete control over who has access to the mobile app and what functions they can utilize. In addition, Chorum Mobile leverages cloud technology to ensure all data is updated and available in real-time. Read Jonas Chorum Reviews   HotelRunner launches its third generation booking engine With HotelRunner’s third-generation Booking Engine, properties can market their property online by uploading photographs, writing room descriptions, entering the room details and amenities. They can manage their direct reservations and availabilities with ease and provide secure payment methods to their website visitors. HotelRunner provides properties a code that they copy and paste onto their website. This code links their property’s website to their HotelRunner inventory, which allows them to display their rates and availability, promotions, packages and offers in real-time. Therefore, hoteliers can easily showcase their inventory and the website visitors can book a room seamlessly. Apart from the completely customizable appearance and infrastructure, with its minimalist and effective design, the new Booking Engine will encourage potential guests to make a reservation, resulting in a boost in reservation revenues. HotelRunner’s third-generation Booking Engine is different from its competitors in many ways: Seamless real-time inventory update, completely customizable appearance, availability calendar, and packages and offers tab. The properties can set market-specific payment methods and pricing, upload 360° virtual tour photos, set all their rate types, and create campaigns seasonally, integrate virtual POS or online payment systems to provide a secure booking experience. However, the newest, the most functional and unique feature of HotelRunner’s third-generation Booking Engine is the “Recommendation” feature. With this newly-added feature, the most suitable alternative room and price option for their guests is displayed as a recommendation. Read HotelRunner Reviews   -- Did we miss an innovative launch? Let us know via live chat!  

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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 months ago

15 technology companies have come together to create transparency for hotel technology buyers around the world.  The initiative, facilitated by Hotel Tech Report, rates hotel software vendor customer support processes on more than 30 key variables to help buyers make better partner decisions. Each year hotel owners lose billions of dollars due to software downtime and unused features.  By leveraging the new 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
6 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
7 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 weeks 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: