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Hotel Tech Industry Launches $350k Ukraine Relief Initiative HospitalityforPeace.org

by
Hotel Tech Report
2 months ago

HospitalityforPeace.org launched through an alliance of hotel tech companies that came together to provide direct aid to those affected by the Ukrainian humanitarian crisis.   The group has raised $290,500 in commitments from hotel tech companies, venture capital firms and individuals in the broader hotel industry with a goal of reaching $350,000 in donations by April 15th. Over the next 30-days, founding members Mews, Tidemark, M3, SiteMinder, Duetto, Impala and Hotel Tech Report will match donations to the campaign when donors contribute to one of the certified causes at HospitalityforPeace.org. Leading hotel tech and venture firms have already joined as first mover corporate donors such as: Peakspan, Hotel Effectiveness, Oaky, ALICE, Transcendent, ProfitSword, ASG, INTELITY, Screen Pilot, Maestro, The Hotels Network, Karbon, Thynk and hotelkit. “We watched the humanitarian crisis unfold in Ukraine as a community and agreed that we couldn’t stand idly by.  Collectively we decided that we’d be able to make more of an impact together than through individual company initiatives,” says project organizer Adam Hollander, “The fact that within the first week of launching this initiative we’ve already raised more than $290k is a testament to the rapid impact we can have by working together as an industry.”   Members of the hospitality industry can contribute to the initiative by sharing the link with friends and colleagues as well as by donating directly to a cause that is certified by HospitalityforPeace.org and sharing their donation receipt with campaign organizers.  Individual donations will be matched by corporate partners to amplify the impact of each dollar raised. Global peace is central to travel demand and a broader European conflict could potentially damage the travel industry even more than COVID. Additionally, Ukraine is an innovation hub with hundreds of hotel and hotel tech companies employing engineers in the country. Each day that Ukrainian engineers are holding rifles instead of writing code – innovation slows down.   About HospitalityForPeace.org Hospitality for Peace is an industry wide pledge to donate funds towards verified Ukrainian humanitarian causes.  Donors simply select the certified 501(c)3 nonprofit of their choice and forward their donation receipt to the campaign email address for inclusion in the matching program.  The campaign has an overall goal to raise $350,000 in 30-days.  

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What Does SMERF Stand for in the Hotel Industry?

by
Hotel Tech Report
5 months ago

Sorry to disappoint, but little blue cartoon characters aren’t the stars of this article - hotel sales manager tactics are. SMERF (or the SMERF market) has a totally different meaning in a hospitality context - one that we’ll explore in the next few paragraphs. Trying to diversify your business mix? Looking to fill some rooms in the off-season? By the end of this article, you’ll have gained a thorough understanding of SMERF in the hospitality industry, what benefits SMERF business can bring to your hotel, and how your hotel can attract SMERF guests and functions.   What is SMERF (Social, Military, Educational, Religious, Fraternal)? Okay, let’s break down that acronym. SMERF stands for Social, Military, Educational, Religious, and Fraternal groups. Groups related to sports, entertainment, and recreation, like high school sports teams, fall into this category too. Common SMERF events include weddings, family reunions, religious seminars, and meetings for organizations like the Elks or Rotary Club.  Event planners at hotels like Marriott and Hilton near convention centers and CVBs (convention & visitors bureau) understand the power of SMERF business as much as anyone. These groups book event space, room blocks, and F&B like corporate groups do, but there are some key differences. Unlike corporate group travelers, SMERF guests generally foot their own bill (rather than charging the company credit card). However, the SMERF segment is known to be more price-sensitive than corporate travelers since guests pay out of pocket for their expenses. Another notable characteristic of SMERF is because these guests aren’t traveling or booking event space for business functions, SMERF bookings often fall outside normal working hours - either at night, on weekends, or over holiday periods.   Key Advantages of SMERF You might be wondering why to focus on SMERF meetings if guests are more price-conscious than your average high-rolling business traveler. Even if SMERF bookings aren’t going to fill your penthouse suites, this segment does present several compelling benefits.  Offering incentives to this market segment can be a great way to fill up lower tiered rooms and increase occupancy (even ADR on unsold rooms) at your property: Fill need periods outside of working hours: Since SMERF events typically happen outside of work hours, this segment can be a perfect complement to a hotel’s existing corporate business. Does your hotel restaurant fill up during the lunch period but sit empty in the evenings? Is your RevPAR generally lower on weekend nights? SMERF can help you fill these gaps with events held on nights and weekends. Fill off-season periods: In addition to booking outside of working hours, SMERF groups can also drive business during your off-season. Seeing as SMERF is a more price-sensitive segment, these groups are looking for the best deal. With students paying out of pocket, the local Model UN team probably won’t want to hold their summit on the busiest, most expensive weekend of the year. Instead, they’ll choose a less expensive date - which might be exactly when you need a little boost in occupancy. Reliable group segment: SMERF is a reliable segment in all market conditions. Travel and economic trends can vary from year to year, and city-wide conventions can come and go, but the Smith clan is still going to hold their annual family reunion and the local chess club is still going to host their yearly tournament. Weddings, in particular, are more “recession-proof” than business functions; when companies tighten their belts or scale down conferences, couples still go all-out on the big day with extravagant F&B, A/V, and decor.. Size, budgets, and needs vary: Although SMERF groups have many similar characteristics, no SMERF group is the same. They come in all sizes and with a vast variety of needs and budgets. Therefore, hotels of all sizes and price ranges can target SMERF groups. Even if your hotel has limited F&B offerings or basic event space, it might be perfect for a SMERF group. With these benefits, SMERF can be a strategic way to fill need periods and lock in repeat events that happen year after year.   How Can Your Hotel Attract More SMERF Business? The first step to launching a SMERF strategy is to understand your existing SMERF business. What kind of SMERF groups are booking your hotel already? What can you do to encourage repeat bookings from the same groups? Nurturing the relationships you already have is a great way to secure future bookings and to help you understand what drew those groups to your hotel in the first place. This knowledge will help you effectively market your property to new groups. Next, you can think about new leads to go after. Are there any local groups similar to groups who have stayed with you in the past? For example, if you’ve developed a strong relationship with a local chess club, maybe the local bridge club would be a good lead to investigate. Besides reaching out to organizations, clubs, or teams directly, you can sponsor or attend trade shows or work with the local destination marketing organization or convention and visitors bureau to spread the word about your hotel.  As you start the prospecting process, remember that your SMERF contacts are unlikely to be professional meeting planners; they’re often volunteering their time, and maybe they’ve never booked a room block or signed a BEO before. Taking a little extra time to explain the process, answer questions, and offer advice can go a long way in these relationships. Although, from a numbers perspective, SMERF events might seem like they’re less important than a major corporate event, these events can be incredibly important to the attendees. SMERF guests will be delighted to see the hotel staff treating their event with the same level of care and attention as any Fortune 500 company’s event. And any extras you can throw in, like free airport pickups or an upgrade for a guest of honor will help you secure repeat business.  There’s no perfect recipe to success with SMERF, so it’s crucial to learn as you go. After each event, make sure to ask for feedback from guests and employees to determine what you did right and where you can improve. Do you have any questions about SMERF? Let us know!

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MeetingPackage Achieves Level III Global Support Certification

by
Hotel Tech Report
5 months ago

This week, MeetingPackage earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “As one of the few fully self-service products in the hotel tech landscape that you can literally sign up and start using without ever speaking to someone at MeetingPackage, the team has honed their customer experience from quite literally the first click in the product.  Right when you signup you have an engaging interactive digital assistant guiding you through every step of the process and as hotels scale their use of the product the team is there as a true partner delivering in-depth quarterly business reviews (QBRs), closely monitoring contract SLAs and is available at the click of a button through live chat.  The combination of investments in self service tools and processes in tandem with high touch accessible service from the MeetingPackage team makes them a true long term partner that hoteliers can count on,” Hotel Tech Report co-founder Adam Hollander. "MeetingPackage along with our customers and prospects are building the best product in the global market to sell and distribute meeting room inventory for venues and hotels. We put our customers and prospects at the very heart of our customer support. We are constantly looking for feedback on all interactions we have with not only our clients but also our prospects.  Our aim is to have the best product in the market and therefore feedback coming from our customers and prospects form a large part of our day to day discussions around how we can improve the experience and feedback frequently impacts the product development roadmap." Joonas Ahola - CEO & Founder, CEO @ MeetingPackage The below GCSC assessment outlines the verified systems and processes that MeetingPackage has in place to educate, train, retain and support customers. MeetingPackage's GCSC Assessment Summary  Rubric Score: 27/34 Certification Level: III Customer Orientation: Customer Centric Recommendation: Highly recommended Support Team Size: 6 Support Team Leaders: Abbie Michaelson, COO Certification Period: December 2021 - December 2022 Support Stack: Hubspot, Jira, UserFlow, Loom, Pingdom, Google Docs   GCSC Support Rubric Section I: Pre-Emptive Support  The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless. GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, Finnish, Swedish, Spanish, French, German, Italian) 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's are monitored and upheld.   GCSC Support Rubric Section III: Customer Success & Coaching While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product.   GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 3.7 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 50 verified client reviews. 4.12 4.5+ avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 4.13 Vendor Confidence: The vendor has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners. For more information please visit: https://partners.hoteltechreport.com/global-support-certification/

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Event Temple Achieves Level III Global Support Certification

by
Hotel Tech Report
5 months ago

This week, Event Temple earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “Event Temple’s customer success operation is focused on what their team refers to as creating an ‘effortless experience’ of which their primary goal is to strip away any and all friction in the customer experience.  Delivering on that promise requires a substantial investment of time, money and energy and to that end it's clear that the Event Temple team has executed flawlessly.  Everything from their continuous approach to knowledge management of which their department head  is KCS Certified, to their ongoing satisfaction monitoring process, to their regimented intake and prioritization of customer feedback is evidence that hotels who choose to work with Event Temple will find themselves in the hands of a true long term partner that has their interests at the center of the organization, product and processes.,” Hotel Tech Report co-founder Adam Hollander. “We are constantly releasing new features and iterations of our software based on client feedback and industry trends. We want to make sure all our longest standing clients are aware of all the changes that have happened in our system since they were initially onboarded,” said Perry. “We’ve developed a retraining bootcamp for our legacy clients to ensure they have the tools necessary to leverage the software to its fullest potential.” "Our goal is to empower our clients with the tools and education necessary so they can be sales leaders in their respective markets. We take a customer-centric approach with multiple touch points throughout their time with Event Temple. Ultimately, we see our customers as an extension of our company - we are successful when they are successful." Bob Graham, Event Temple CEO. The below GCSC assessment outlines the verified systems and processes that Event Temple has in place to educate, train, retain and support customers. Event Temple's GCSC Assessment Summary  Rubric Score: 27/34 Certification Level: III Customer Orientation: Customer Centric Recommendation: Highly recommended Support Team Size: 6 Support Team Leaders: David Perry, Head of Customer Success Certification Period: November 2021 - November 2022 Support Stack: Intercom, Hubspot, Freshstatus, Teachable, InMoment, Canny.io   GCSC Support Rubric Section I: Pre-Emptive Support  The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless. GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, French, Spanish)  1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's are monitored and upheld.   GCSC Support Rubric Section III: Customer Success & Coaching While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. 4.6 Learning Management System (LMS): Vendo has a Learning Management System in place that offers videos, guided trainings and assessments for customers to be able to expand product knowledge in a structured way over time. GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 3.7 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 87 verified client reviews. 4.12 4.9 avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 4.13 Vendor Confidence: The vendor has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners. For more information please visit: https://partners.hoteltechreport.com/glob

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HITEC Dallas Report: 50+ Hospitality Technology Innovations You Need to Know

by
Hotel Tech Report
4 weeks ago

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

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Hotel Tech Industry Launches $350k Ukraine Relief Initiative HospitalityforPeace.org

Hotel Tech Report
2 months ago

HospitalityforPeace.org launched through an alliance of hotel tech companies that came together to provide direct aid to those affected by the Ukrainian humanitarian crisis.   The group has raised $290,500 in commitments from hotel tech companies, venture capital firms and individuals in the broader hotel industry with a goal of reaching $350,000 in donations by April 15th. Over the next 30-days, founding members Mews, Tidemark, M3, SiteMinder, Duetto, Impala and Hotel Tech Report will match donations to the campaign when donors contribute to one of the certified causes at HospitalityforPeace.org. Leading hotel tech and venture firms have already joined as first mover corporate donors such as: Peakspan, Hotel Effectiveness, Oaky, ALICE, Transcendent, ProfitSword, ASG, INTELITY, Screen Pilot, Maestro, The Hotels Network, Karbon, Thynk and hotelkit. “We watched the humanitarian crisis unfold in Ukraine as a community and agreed that we couldn’t stand idly by.  Collectively we decided that we’d be able to make more of an impact together than through individual company initiatives,” says project organizer Adam Hollander, “The fact that within the first week of launching this initiative we’ve already raised more than $290k is a testament to the rapid impact we can have by working together as an industry.”   Members of the hospitality industry can contribute to the initiative by sharing the link with friends and colleagues as well as by donating directly to a cause that is certified by HospitalityforPeace.org and sharing their donation receipt with campaign organizers.  Individual donations will be matched by corporate partners to amplify the impact of each dollar raised. Global peace is central to travel demand and a broader European conflict could potentially damage the travel industry even more than COVID. Additionally, Ukraine is an innovation hub with hundreds of hotel and hotel tech companies employing engineers in the country. Each day that Ukrainian engineers are holding rifles instead of writing code – innovation slows down.   About HospitalityForPeace.org Hospitality for Peace is an industry wide pledge to donate funds towards verified Ukrainian humanitarian causes.  Donors simply select the certified 501(c)3 nonprofit of their choice and forward their donation receipt to the campaign email address for inclusion in the matching program.  The campaign has an overall goal to raise $350,000 in 30-days.  

MeetingPackage Achieves Level III Global Support Certification

Hotel Tech Report
5 months ago

This week, MeetingPackage earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “As one of the few fully self-service products in the hotel tech landscape that you can literally sign up and start using without ever speaking to someone at MeetingPackage, the team has honed their customer experience from quite literally the first click in the product.  Right when you signup you have an engaging interactive digital assistant guiding you through every step of the process and as hotels scale their use of the product the team is there as a true partner delivering in-depth quarterly business reviews (QBRs), closely monitoring contract SLAs and is available at the click of a button through live chat.  The combination of investments in self service tools and processes in tandem with high touch accessible service from the MeetingPackage team makes them a true long term partner that hoteliers can count on,” Hotel Tech Report co-founder Adam Hollander. "MeetingPackage along with our customers and prospects are building the best product in the global market to sell and distribute meeting room inventory for venues and hotels. We put our customers and prospects at the very heart of our customer support. We are constantly looking for feedback on all interactions we have with not only our clients but also our prospects.  Our aim is to have the best product in the market and therefore feedback coming from our customers and prospects form a large part of our day to day discussions around how we can improve the experience and feedback frequently impacts the product development roadmap." Joonas Ahola - CEO & Founder, CEO @ MeetingPackage The below GCSC assessment outlines the verified systems and processes that MeetingPackage has in place to educate, train, retain and support customers. MeetingPackage's GCSC Assessment Summary  Rubric Score: 27/34 Certification Level: III Customer Orientation: Customer Centric Recommendation: Highly recommended Support Team Size: 6 Support Team Leaders: Abbie Michaelson, COO Certification Period: December 2021 - December 2022 Support Stack: Hubspot, Jira, UserFlow, Loom, Pingdom, Google Docs   GCSC Support Rubric Section I: Pre-Emptive Support  The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless. GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, Finnish, Swedish, Spanish, French, German, Italian) 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's are monitored and upheld.   GCSC Support Rubric Section III: Customer Success & Coaching While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product.   GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that MeetingPackage has in place for clients: 3.7 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 50 verified client reviews. 4.12 4.5+ avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 4.13 Vendor Confidence: The vendor has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners. For more information please visit: https://partners.hoteltechreport.com/global-support-certification/

Event Temple Achieves Level III Global Support Certification

Hotel Tech Report
5 months ago

This week, Event Temple earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “Event Temple’s customer success operation is focused on what their team refers to as creating an ‘effortless experience’ of which their primary goal is to strip away any and all friction in the customer experience.  Delivering on that promise requires a substantial investment of time, money and energy and to that end it's clear that the Event Temple team has executed flawlessly.  Everything from their continuous approach to knowledge management of which their department head  is KCS Certified, to their ongoing satisfaction monitoring process, to their regimented intake and prioritization of customer feedback is evidence that hotels who choose to work with Event Temple will find themselves in the hands of a true long term partner that has their interests at the center of the organization, product and processes.,” Hotel Tech Report co-founder Adam Hollander. “We are constantly releasing new features and iterations of our software based on client feedback and industry trends. We want to make sure all our longest standing clients are aware of all the changes that have happened in our system since they were initially onboarded,” said Perry. “We’ve developed a retraining bootcamp for our legacy clients to ensure they have the tools necessary to leverage the software to its fullest potential.” "Our goal is to empower our clients with the tools and education necessary so they can be sales leaders in their respective markets. We take a customer-centric approach with multiple touch points throughout their time with Event Temple. Ultimately, we see our customers as an extension of our company - we are successful when they are successful." Bob Graham, Event Temple CEO. The below GCSC assessment outlines the verified systems and processes that Event Temple has in place to educate, train, retain and support customers. Event Temple's GCSC Assessment Summary  Rubric Score: 27/34 Certification Level: III Customer Orientation: Customer Centric Recommendation: Highly recommended Support Team Size: 6 Support Team Leaders: David Perry, Head of Customer Success Certification Period: November 2021 - November 2022 Support Stack: Intercom, Hubspot, Freshstatus, Teachable, InMoment, Canny.io   GCSC Support Rubric Section I: Pre-Emptive Support  The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless. GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, French, Spanish)  1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's are monitored and upheld.   GCSC Support Rubric Section III: Customer Success & Coaching While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. 4.6 Learning Management System (LMS): Vendo has a Learning Management System in place that offers videos, guided trainings and assessments for customers to be able to expand product knowledge in a structured way over time. GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that Event Temple has in place for clients: 3.7 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 87 verified client reviews. 4.12 4.9 avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 4.13 Vendor Confidence: The vendor has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners. For more information please visit: https://partners.hoteltechreport.com/glob

Amadeus and Cvent Expand Partnership to Increase Bookings for Small Meetings & Events

Amadeus
5 months ago

Historically, booking a small meeting or event can be time-consuming and inefficient, often requiring a lengthy request for proposal (RFP) and negotiation process. In today’s digital-first environment, planners expect to search, source, and book small meetings and events online, and hoteliers want to automate their processes and grow this important segment of their group business revenue.  This is why Amadeus and Cvent are expanding their partnership to further support and expand Cvent’s small meetings solutions. With Cvent Instant Book, currently available as an Early Adopter pilot, planners can easily book small meetings directly through the Cvent platform. The agreement allows hotels that use Amadeus Sales & Event Management to expose their function space to Cvent planners, enabling them to seamlessly book any available inventory, at any time, without requiring the traditional RFP process.   Key benefits include: · Meeting Planners: Direct access to a robust global database of hotel meeting space to easily source and instantly book their small or simple meetings and events. · Organizations: Better compliance with corporate policies and enhanced visibility into small meetings spend with clear audit trail. · Hoteliers:  Improved efficiency and revenue opportunities with reduced effort from sales teams to focus on more complex opportunities.   Pete Floros, Senior Vice President of Product, Cvent says, “More than 88,000 corporate planners rely on Cvent solutions to manage events of all kinds and sizes. Our partnership with Amadeus further expands our online venue sourcing capabilities by enabling our users to instantly book their small meetings and events. We’re proud to connect our meeting planner customers with Amadeus hotel customers through this partnership which offers substantial business benefits for both buyers and suppliers.”  Katja Bohnet, Director of Hotel Distribution, Hospitality, Amadeus adds, “Group business is critical for the recovery of the hospitality industry. Our support of Cvent Instant Book, powered by function room inventory in Amadeus Sales & Event Management, will be the first step to help equip hoteliers and planners with the solutions they need to quickly book space. It is the start of a shift in our industry where booking a small meeting or event can be done as easily as booking air, rail, car or overnight accommodation and we’re very excited about our expanded partnership with Cvent to bring this to the market.” Amadeus Sales & Event Management solutions help hospitality teams of all sizes and service levels to more efficiently sell, service, and manage their group business and events. Cvent is a leading meetings, events and hospitality technology provider. Its comprehensive suite of solutions automates and simplifies the entire event marketing and management process to maximize the impact of in-person, virtual, and hybrid events.   ABOUT CVENT Cvent is a leading meetings, events, and hospitality technology provider with nearly 4,000 employees and more than 200,000 users worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform and offers a global marketplace where event professionals collaborate with venues to create engaging, impactful experiences. Cvent is headquartered in Tysons, Virginia, just outside of Washington D.C., and has additional offices around the world to support its growing global customer base. The comprehensive Cvent event marketing and management platform offers software solutions to event organizers and marketers for online event registration, venue selection, event marketing and management, virtual and onsite solutions, and attendee engagement. Cvent’s suite of products automate and simplify the entire event management process and maximize the impact of in-person, virtual, and hybrid events.  Hotels and venues use Cvent’s supplier and venue solutions to win more group and corporate travel business through Cvent’s sourcing platforms. Cvent solutions optimize the entire event management value chain and have enabled clients around the world to manage millions of meetings and events. For more information, please visit Cvent.com, or connect with us on Facebook, Twitter or LinkedIn.  

Registration Officially Opens for the 2022 HotelTechAwards

Hotel Tech Report
5 months ago

Registration is now open for the 2022 HotelTechAwards (hoteltechawards.com), the industry's only data-driven awards platform that recognizes best-of-breed hotel technology companies who win in the eyes of the judges that matter most - their customers. Last year's 2021 HotelTechAwards Winners included top hotel technology companies such as Cloudbeds (PMS), ALICE (Guest App), Revinate (Hotel CRM), IDeaS Revenue Solutions (RMS), OTA Insight (Rate Shopper), and ASSA ABLOY Global Solutions (Mobile Key). "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value," says SiteMinder CEO Sankar Narayan. Narayan's sentiments are mirrored by ALICE co-founder Alex Shashou, "The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year." Companies will compete for category leadership across marketing, revenue management, guest experience, operations and sales technology. Hotel technology companies ranging from hardware to software and service businesses like digital marketing agencies are eligible for nomination. Dozens of companies around the world have already pre-registered for the competition. Registration closes on September 1st. Voting will take place through December 15, 2021, and winners of the 2022 HotelTechAwards will be announced on January 15, 2022. "As a former hotelier there was ultimately one thing my team wanted to know about prospective technology partners," says Jordan Hollander, co-founder of Hotel Tech Report, "We wanted to know what other hoteliers like us thought about the service providers, that they were tried and true and that the company could deliver on their sales promises. The HotelTechAwards were designed to do exactly that - they help hoteliers see what people like them honestly think about products and services to help them make better decisions for their properties."

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