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Ranked 1st (out of 9)
Top Alternative: Salesforce
88 HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn More
Certificate of Excellence
Ranked 1st (out of 9)
Top Alternative: Salesforce
88 HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn More
Certificate of Excellence

Reviews Summary

88%
Recommend
Ratings Summary
88 HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn More

Ranked #1 out of 9 in Sales CRM

Ease of Use
4.5/5
ROI
4.4/5
Implementation
4.1/5
Customer support
4.3/5
Verified Customer Support

Amadeus’s customer support processes haven’t yet been verified by Hotel Tech Report.

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Amadeus (Sales & Event Management - Advanced Delphi) Overview

The Advanced module is a full-service, cloud-based solution that provides sales and catering teams the mobile accessibility needed to build stronger customer relationships and effectively prospect for new business. The solution provides a detailed overview of function space and guestroom availability, empowering sales managers to quickly and accurately respond to inquiries and win more profitable business. Once business is contracted, the solution clearly documents all event details and communications with the customer and internal teams. Throughout the entire process, comprehensive reporting can be leveraged to inform business decisions and provide a holistic view of performance, including multiple properties. Read more Less

About Amadeus

Founded in 1987 | Headquarters in Madrid (Spain) | 14190 employees

Integrates with

  • Meetings & Events Intelligence
  • Sales CRM
  • Email Marketing & Hotel CRM
  • Group Sourcing & RFPs
  • Property Management Systems
  • Revenue Management Software
  • Browse integrations (6 verified)

Pros & Cons

88% recommend

Centralizes our group sales, prospecting, contacts, and easily transfers to new team members

Sales Manager from Other in New York (United States)

I feel like the Delphi system is very user friendly but also very detailed. I have used the SalesPro system and while SalesPro is extremely easy it is not as detailed as Delphi.

Sales Manager from Branded in San Jose (United States)

NA on Customer Service because I have not had to deal with them. My home office does. And I did not deal with the implementation process either. I like that it is very intuitive, and that even though it is web based it doesn't seem to get bogged down (ISAC was insufferable! - worse system of all, always down). Running reports is easy and you can easily set several pre-determined reports. It is easy to create and copy events, you can move events in the function diary with drag and drop.

Director of Sales & Marketing from Branded in Dallas (United States)

Some fields are "Word" based which can lead to data entry inconsistencies - e.g. address - "State" field can be written as abbreviation (VA) or name (Virginia). Delphi.fdc requires banquet checks to be posted in Micros rather than the PMS system.

Director of Sales & Marketing in Washington (United States)

Not necessarily a con but the program is not cheap. I do not recommend for smaller hotels with one salesperson.

Director of Sales from Branded in Dallas (United States)

We utilize the online Delphi service, whereas in a previous hotel we utilized the downloadable software. There are negatives to the online platform as it tends to lose "communication" with our operating system Opera at least once every two months.

Senior Sales Manager from Other in Reno (United States)

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Screenshots

Features

  • Lead Scoring
  • Contact Management
  • Pace, Sales Activity, and GRC Reporting
  • Data Migration Services
  • BEO Management
  • Contract Management
  • E-Signatures
  • File & Document Management

Active Markets

Pricing

This vendor has not disclosed their pricing models. We advise that you check with references to ensure competitive pricing.Click here to find a reference

Recent Sales CRM articles

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Former Accor CIO: Hapi is the platform I was looking for

by
Hotel Tech Report

It’s no secret that hotel technology (and technology in general) changes quickly.  Computing power generally doubles every two years as a result of increases in the number of transistors a microchip can contain - this is what is referred to in the technology world as Moore’s Law.  As processing power increases, innovations that were previously unthinkable quickly become mainstream. This trend impacts hotel tech and our personal tech usage just the same.  3G wireless enabled the smartphone era and without it the iPhone would have never been possible.  4G and LTE enabled us to seamlessly stream content to our mobile devices without WiFi in the same way that battery advancements have helped our devices run more powerful applications.  Snapchat, for example, quite literally couldn’t have existed 10 years ago. 5G will put even LTE to shame. A 5G-enabled smartphone can download the content of an entire DVD (~5GB) in as little as four seconds.  5G will enable services and technologies that are unimaginable to present day consumers. "Stone Age. Bronze Age. Iron Age. We define entire epics of humanity by the technology they use." Reid Hastings, Netflix CEO Given the speed of technological change, it’s important for hoteliers to be on the cutting edge.  Being on the cutting edge doesn’t necessarily mean always being the first to try that shiny new guest experience startup.  To be on the cutting edge, hotels need a foundational infrastructure to adapt quickly as new trends develop. Each individual technology has the power to be transformative but what matters most is setting up your underlying hotel business to quickly disrupt itself before someone else does. "After many years working in technology as a hotelier, I believe that what matters most is a proper open architecture to remain relevant and agile." Laurent Idrac, former Accor CIO Nobody knows this better than Laurent Idrac, the former Accor CIO who was at the helm when the company invested $250M into digital transformation initiatives. Laurent believes that in order to succeed in hospitality, owners and operators need to embrace two simple principles: (1) Stay connected to every facet of your operation (2) Make sure that you can quickly adapt to new trends as they arise Corporate hoteliers often lose their connection to on property operations and even managers can get removed from how their employees live and work on a day-to-day basis.  During his time as CIO at Accor, Laurent made it a priority to work on property for at least 1-week per year shadowing every role within his hotels. This helped him stay in touch with what was happening on the ground and then develop a technology strategy to solve real world business problems that his team was experiencing. During his tenure as Accor's CIO, Laurent became frustrated with the lack of interoperability between systems.  He’d want to try a new technology platform only to learn that it didn’t properly integrate with the core hospitality ecosystem.  This integration problem was such a huge pain point for Laurent as a CIO that when he heard about a company successfully solving the problem - he knew he had to be a part of their journey. "Hapi is the platform I was looking for when I was a hotelier. It allows hoteliers to innovate faster and improve security and data compliance (GDPR, etc.) by centralizing the flows of hospitality data needed to deliver great guest experience.  Rather than following a pattern of point to point integrations, hotel companies can integrate their systems to the Hapi cloud and connect their internal or partner systems to a normalized stream of data, be it reservations, profiles or more." Laurent Idrac, former Accor CIO Laurent left the comfort of his successful c-suite career to join rocketship integrations startup Hapi founded by Luis Segredo and Nikolai Balba. Segredo was previously the founder of Mtech, the creator of HotSOS that was acquired by Newmarket and is now owned by Amadeus.  Balba had similarly founded Libra on Demand which he sold to Newmarket and Libra is now part of Amadeus sales and catering. The combination of these three dynamic leaders has formed the hotel tech dream team.   Laurent has lead technology at one of the largest hotel companies in the world and needless to say there are few people better equipped to solve this problem.  Hapi is poised to change the way hoteliers use and adopt technology. The team has made great strides since Laurent joined on board so we were fortunate to catch him on a boat cruise outside Hapi’s Miami headquarters where we discussed everything from CIO war stories to his vision for the future of the industry.   Tell us about your hospitality career before joining Hapi. I have held many positions during my tenure at Accor in France and in the US: operations, marketing, finance, reservations, F&B, and IT. Even as Group CIO of Accor, I continued to spend time in hotels.  For instance, in July 2017, I spent a full week at the Ibis Paris Bercy Village going through different shifts each day in the restaurant, front desk, engineering, and finally in housekeeping. It is very important to remain connected to the business you are serving. In 1983, I started as an intern in a restaurant during my college years and held many positions in an Argentinian Steakhouse. Once I graduated, I worked as a controller for almost 5 years. I managed reservation call centers worldwide, worked on the new Accor Central Reservation System implementation and finally spent many years in IT in the US and in France. My last position was Accor Group CIO from 2012 to early 2018, and we ran a major digital transformation (~$250M) that transformed the entire company. It’s hard to dislike anything in this industry, but hotels and restaurants are historically very hierarchical organizations with close to military standard operating processes. This does not favor employee initiative to deliver the best guest experience on the spot. Luckily, this is changing. On the technology front, the employees have been neglected: poorly designed applications, too many applications to deal with… To me, the most rewarding part of working in hotels is interacting with customers, ensuring their satisfaction, and anticipating their needs. Sharing this passion with colleagues is even more satisfying.   What was one technology that you couldn't live without in your former role in hospitality? PMS, Fax machine, 56k modem, Palm Pilot, Blackberry, Email, Chat, iPhone, cloud… It’s changing every few years. And every time, it’s impressive how we can become dependent so quickly on a specific tool or device. After many years working in technology as a hotelier, I believe that what matters most is a proper open architecture to remain relevant and agile.   When did you first become interested in hotel tech? Anything that can simplify work and improve quality interests me, and technology is the most obvious place to look at for productivity improvement. I have always been interested in technology. Before joining the hospitality industry, I interned at a computer dealer and enjoyed it a great deal. It was the early age of the IBM PC, Apple 2c & Lisa (Mac’s older sister). During my time in the Army, I was also involved in computer programming. Once I joined the hospitality industry, I had already contracted the technology “virus”.   As a hotelier what was your biggest frustration with technology vendors? Too many vendors have no real knowledge of the hospitality business. Some are great speakers but poor listeners. Some vendors should spend more time reading about our industry to make sure they are relevant. I recommend any vendor to be involved in HTNG and participate in workgroups. Regarding the solutions they are promoting, many are just creating another silo of data without integration into the hospitality ecosystem. Some may have great solutions but with poor design or performance that kills the experience.  It’s really a matter of relevance. Does the vendor really understand what it takes to deliver value to the guest or associate in hospitality? Finally, hospitality is a people’s business, it’s a matter of building trust and delivering upon. Given the aforementioned issues, vendors need to show their understanding of the industry and ultimately deliver new insights. With this comes the trust of decision makers.   What is the most widely held misconception that hoteliers have about technology today? Hoteliers and hotel owners have had trouble embracing the concept that technology needs to be changed to be fresh and relevant, and that it also needs to be used to its utmost.  On one hand, there may be a new shiny solution, but that does not mean that it should be deployed before making the most of what’s already in place. On the other hand, I remember discussing with hotel owners not convinced of the need to upgrade their wi-fi solution that was “only” six years old. Having an open mind, pragmatism and common sense are the best way to approach technology -and this is not only true for technology-   As a hotelier, when did you first become interested in technology? I have always been interested in technology because I have viewed technology as a means to offer a better service to the client and to improve the lives of employees. In all my jobs at Accor, I ended up being involved in every technology project that was around me.  At the beginning, it was in addition to my day job and then it became a full-time position. When I left Accor, I wanted to broaden my attention to industry-wide technology challenges.   What was the most challenging part of moving from hotels into technology? Having hoteliers reply to your emails or returning your calls! Seriously, the most important challenge is to remain true to your values.  My experience tells me what the industry needs and how to deliver it. I have built a reputation over the years that I am not willing to jeopardize to make a buck. Joining Hapi was not an accident. I joined Hapi because I believe it is the best answer to a critical need in our industry with the best approach to move hospitality forward.   What made you want to take the leap as CIO of Accor and want to work on a startup like Hapi? Hapi is the platform I was looking for when I was a hotelier. It allows hoteliers to innovate faster and improve security and data compliance (GDPR…) by centralizing the flows of hospitality data needed to deliver great guest experience.  Rather than following a pattern of point to point integrations, hotel companies can integrate their systems to the Hapi cloud and connect their internal or partner systems to a normalized stream of data, be it reservations, profiles or more.   Hapi offers technology partners, through its marketplace, a way to integrate multiple PMSs (as well as various other hotel systems) with a single development effort. Hapi’s marketplace enables partners to gain exposure to hotels on the platform and enables hotels to tap into other available systems that are connected to Hapi. With already 35 partners, its connectivity to multiple solutions from companies like Oracle, Infor, and Salesforce creates a great deal of potential.   Imagine that you're going to open the hotel of your dreams tomorrow. What kind of hotel would it be? ”Zappy Hotel” will be a midscale boutique hotel, sleek and modern, 100-150 rooms. Fully integrated in its community with large common spaces for locals and travelers, local food, local art. Rooms will have great lighting but also curtains that ensure full night, presence detector to optimize energy and housekeeping. Maybe I will add a small hotel nearby, “the L’Otech hotel”, with 50 rooms without any technology, all rooms will have a Faraday cage to protect guests from electronic waves, it will target electromagnetic hypersensitive guests or serve as a retreat for technology dependents who need to reconnect with real life.   What technology would you leverage at your hotel? Hapi, of course, to be able to seamlessly integrate the various systems and deliver a truly personalized experience thanks to innovative companies -just browse Hotel Tech Report to see how many great solutions are out there.  The PMS will have to be truly intuitive and focus on welcoming the guests not fulfilling administrative tasks. Apple TVs will be in the room and a solid engagement platform like Monscierge to allow a seamless experience. I must specify that Wi-Fi will be outstanding: no password to re-enter, thanks to integration with the hotel CRM, casting capabilities with huge bandwidth. Only technology that is intuitive will be implemented.   What advice do you have for hoteliers who want to work in technology? If your dream is technology, go for it but do not forget where you are coming from.  Capitalize on your experience and keep your service “can-do” attitude. I had IT team members who were night auditors, cook, pastry chef. It took them a long time to feel legitimate in their IT role. My advice is do not doubt yourself and be proud!   What’s one book that changed the way you think about hospitality technology? “Employees First, Customers Second: Turning Conventional Management Upside Down”. We are still lacking tech solutions that serve the needs of our employees. Many hotel companies have invested a lot of money to improve “digital” customer experience but not much in helping the employee to deliver a better customer experience. Hotel companies initially fought on the same battlefield as the OTA instead of focusing on the area they have the advantage on, the in-house experience.   What is your favorite hotel in the world and why? I love the architecture and the design of the Sofitel Chicago Water Tower, but my favorite hotel is probably the Fairmont Chateau Frontenac in Quebec city that is a major Canadian Landmark. The service is outstanding, and the place carries its 125+ years of history.   What is the most exciting technology you've seen in the hotel tech space that is not built by your own company? Why? I’m a big fan of STAYmyway, a mobile key solution that does need not to replace the old mag-stripe locks and embeds a guest recognition solution with ID matching to increase security and avoid any chargeback dispute. It has a hotel version and a private rental offering. I like them so much I have invested in the company.   What is one thing that most people don't know about you? My wife and I love remodeling houses, from the design to the final product. We are quite proud to present the results to our friends and family and get excited when people think there is no way we did it ourselves!

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This is the tech your sales and catering team needs

by
Hotel Tech Report

The right tech tools put your sales and catering team in control of their own destinies. Greater productivity and more automation of tedious tasks boosts job satisfaction and gives staff the confidence to do more high-impact work that leads to more revenue. Many solutions now also include predictive analytics to guide efforts automatically, helping staff to pursue the most promising leads effortlessly. The increased effectiveness also builds good will with guests. When staff more ably respond to requests -- with increased accuracy and 3D space visualizations -- event organizers feel much more confident in their venue selections. Best-in-class event management solutions also include strong collaboration features to build trust and boost conversions with event planners and organizers.   Here's a look at the essential tech for your sales and catering team.   Sales platforms & CRMs Sales platforms and CRMs are the backbone of successful sales. The sales team needs to be organized and focused on the most lucrative leads first. A sales platform/CRM will give the sales team a centralized repository for tracking the sales pipeline so that promising leads don’t slip through the cracks. Other leads may need more nurturing over time; a dedicated CRM is a critical piece of this puzzle.   Hotels have one significant choice in this category: to use a specialized hospitality CRM or a major brand that serves all industries. For users of CRMs not specifically focused on hospitality, some feel a disconnect with customer service. It really comes down to whether you prefer a CRM solution with global scale or one targeted to hospitality. Global scale can mean that there are many strong integrations with existing tools, while specialization means that the tool delivers targeted functionality essential to hotels.   Here are the top three sales team CRMs for hospitality, plus one startup to consider. Salesforce: The most well-known CRM provider enables data-driven sales and marketing through its rich guest profiles and robust engagement tracking. The software is familiar to many, which simplifies on-boarding new staff. There’s a tradeoff there, however: specialized support may be harder to come by.     Amadeus Delphi: Amadeus’ CRM module is accessible on mobile and combines a detailed overview of function space with guest room availability so sales can act quickly and accurately. The Simple module supports hotels with less than 5,000 square feet of space, while the Advanced module extends to multiple properties, making this a solid contender for all kinds of properties.     Startup to consider: Quore Sales is an alternative to the major brand names mentioned above. The tool supports efforts across your entire hotel staff and ensures more transparency, accountability, and collaboration across your entire team -- without any legacy hangups.   Want to learn more about Hotel CRM?   Meetings and events intelligence When it comes to leveraging data to close more group business, it’s ideal to have a ‘second brain.’ There’s only so much capacity during the work day. And often, valuable nuggets are buried deep in the data. Meetings and events intelligence tools push further into the data to find opportunities, trends, and threats that enable sales teams to be more effective. While some other categories here include advanced reporting and detailed analytics, a standalone business intelligence tool often outperforms. The specialized focus means that the tool has a deeper set of data than the average event management software, and can truly unearth new insights that were inaccessible outside of a dedicated events intelligence tool.   Here are a few meetings and events intelligence tools that help you get more out of your data, as well as one startup to consider. IDeaS SmartSpace: The visual strategy management solution bridges sales and revenue with deep analytics around business trends and performance of a hotel’s event spaces. The tool includes a space utilization tool to illustrate effective use of space, as well as a pricing strategy tab that breaks down conversions by arrival data, team member, booking type, and meeting class.     KNOWLAND: Knowland helps teams achieve their group goals with deep analytics on group booking patterns, market benchmarking, and planner buying behavior. Predictive analytics based on “the industry’s largest historical database of actualized events” accelerate sales cycles by matching inbound requests with the highest likelihood of success Startup to consider: A winner of the 2019 HotelTechAwards, Get Into More’s strategic tool manages meetings, events, and groups for both branded and non-branded hotel. The tool visualizes data and enables better analysis outside of spreadsheets and reports. For properties building a la carte events/meeting technology, this is a go-to for business intelligence.   Group sourcing & RFPs When sourcing groups, timing is everything. Strong RFP management capabilities ensure that your team is responding to the highest-value RFPs quickly and accurately. One of the biggest struggles faced by event planners is the lack of timely responses to their requests; some even complain that venues don’t even respond. This delay is directly tied to the increase in RFPs received by hoteliers. Reducing the delay is a main benefit for hoteliers that use an RFP management tool that streamlines responses. These tools can pull together responses quickly, and even provide more self-service options to event planners so that hotels have less work to do for each proposal. Group sourcing is also a key part of this category. The major players, such as Cvent, offer hotels a direct line to event planners. These tools are able to match hotels with groups by looking at the characteristics of each group and determine hotels that would be ideal venues. This makes inbound RFPs more likely to be a good fit for hotels, reducing staff labor and increasing the odds of closing group business.     Here are a few group sourcing options, as well as one startup to consider. Cvent Hospitality Cloud: Cvent’s platform achieves three things: help hotels find buyers through increased visibility, win business with lead scoring, and optimize business with metrics and business intelligence. Reviewers appreciate the ability to set up a profile at the property level that includes a variety of offers, which increase transparency with meeting planners.   Cendyn Sales Suite:  Cendyn also takes the platform approach. Its Sales Suite ties into Cendyn’s other products and centers around its eRFP automation, which reduces RFP response times while increasing the accuracy. Reviewers mention an innovative video chat function gives sales teams a way to differentiate proposals with video content.     Startup to consider: The top reviewed vendor in group sourcing/RFP management is Event Temple, popular with those who don’t want to tie into a larger platform with many bells-and-whistles. Reviewers love its all-in-one approach, which assists with everything from lead prospecting, client retention, email automation, ROI analytics, and performance metrics.   Event planning software Hoteliers use event planning software to manage the operational intricacies of on-property events. From collaborating on table layouts to providing a visual layer for event planners to request proposals, these tools improve the experience for everyone. By providing event visualization capabilities that represent your space and your resource inventory, you can deliver on the meeting experience, plan events faster, easier and more accurately. Ultimately, this makes event planners more confident and secure in their venue selections because they can visualize how the event may look in a particular space. There’s also the issue of uneven transfer of information. In traditional models of managing event sales, there can sometimes be some missed information in the hand-off from sales to catering. Event planning software ensures that hotels deliver exactly what’s been promised to the event organizer. There are fewer questions and stronger accountability. The   These are the top event planning tools, as well as one startup to consider. Amadeus Hospitality Diagramming: Amadeus’ diagramming tool allows properties to accurately plan events with organizers, planners, and guests. The intuitive interface via the web makes it easy to organize room plans, including a 3D virtual walkthrough of the completed room. Plans can be shared with others for review, feedback, and approval.   Social Tables: Owned by Cvent, the tool has expanded functionality to become integral to many event planners worldwide. The focus on collaboration between planners and properties on both mobile and desktop. The suite also features online sales and marketing solutions, 2D and 3D room diagramming, business intelligence for hotels, and event attendee management.     Startup to consider: Allseated’s scrappy approach appeals to independents and technologists alike: the freemium business model lowers barriers to entry and the immersive 3D walkthroughs of specific events is a huge bonus to event planners and guests.   Where should you invest right now? Sales and catering technology can transform the way your hotel approaches group business. With the right tools, your sales team can prospect more effectively and your catering team can deliver knockout events that make guests sing their praises. While this category of technology can be a lot to sift through, focus on the functionality with the biggest bang for your buck. If you already have a CRM (and your team actually uses it daily), then it may be best to focus on event planning software and diagramming solutions that give event planners a way to visualize their events. However, if your sales team isn’t using a CRM yet, now may be the time to invest in a holistic solution that provides both sales tools and event management. The most underinvested area within this space lies in meetings and events intelligence solutions.  Such solutions provide near instant ROI and should be considered by every type of hotel that has a decent group business mix. With a comprehensive capability at the heart of your group sales and event delivery operation, you’ll see a massive improvement in productivity, revenue, and client satisfaction.

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10 pieces of advice for innovative hotels according to top tech executives

by
Hotel Tech Report

1. Don't overestimate the difficulty of delivering a personalized experience “Hoteliers believe delivering personalized experiences is hard. I have always looked at technology as an enabler for innovation. With the right enablers, hoteliers can take advantage of technology to make personalization easy, which is one of the cornerstones of our eInsight CRM product.  I think either hotels don’t know where to start with their data, or they haven’t democratized access to the right people who can leverage it to drive home personalization. Hotels that standardize 2-way communication among systems and make data integrations a priority are the ones able to break through and outperform in personalization. Information is more relevant, robust and customized when all the systems are speaking to the touchpoints guests have in the journey.” ~Charles Deyo from Cendyn eInsight CRM “Many hoteliers believe that personalisation is not important enough to spend time on. But in reality, the cost of standardised digital communication, and generic upsell offers and promotions is enormous. Hotels are literally losing money with every guest that is walking through the front door.” ~Erik Tengen from Oaky Upsell Software   2. Place importance on vendor quality rather than size “Unfortunately, in this industry, the size of a hotel tech vendor sometimes is overplayed or overemphasized, while the quality of product and engineering teams is underemphasized. People often assume that large companies have better products simply because they can afford better engineers relative to smaller companies. This is far from the truth—I've seen very large companies struggle with their platforms and engineering initiatives. And I’ve seen smaller companies blow away the industry with their solutions. The important thing for hotels to remember is not to judge tech vendors by the size of the company, but by the quality and capabilities of their product and their dedication to customer service. It seems obvious, but happens more often than you think.” ~Gautam Lulla from Travel Tripper RezTrip CRS   3. Understand that artificial intelligence will not take your job “Hoteliers believe that revenue managers will lose their jobs when artificial intelligence gets good enough. I believe that artificial intelligence is going to make revenue management an even more valuable skill because it will take more insight and analytical rigor to stand out from the competition set in a data-driven world. Hoteliers are used to looking at PMS as a cost centre of the hotel. With the maturity of Cloud PMS, the paradigm has changed. A PMS should not be considered as cost, but as a system that will help them grow revenues and business. Also, for most hoteliers, deciding on PMS is an operational decision whereas I feel it should be more of a strategic decision.” ~Aditya Sanghi from Hotelogix PMS   4. Stop running your operations with pen and paper “Perhaps the most common belief I used to hear was that the Concierge didn’t need an application because they could use Excel or their logbooks. We obviously felt differently especially after spending time behind the desk and seeing the amount of work done manually and the importance of providing a tool to enable the team to be more efficient. We believe the role of the Concierge should be in the center of the hotel operation since their work touches so many departments and has such a significant impact on the overall guest experience. A good Concierge team does the job so well that they make it look easy. What is often not recognized or seen is the volume of work being done behind the scenes to deliver such a great guest experience. Investing in a tool allows the team to be more efficient and spend more time and attention on the guests. I believe the reason guests come back now is mostly because of the way the Concierge and other team members make the guests feel when they leave, more so than just having a beautiful hotel. Without a tool such as ALICE, it is very difficult to be efficient and create that great guest experience.” ~Adam Isrow from ALICE Hotel Operations Platform   5. Leverage technology to decrease staff churn “I think the single biggest misconception is that hoteliers think the solution to their traveler personalization problems is to invest in traveler facing technology and create an omni-channel experience.  The biggest problem hoteliers face is actually their staff turnover. What is the point of having traveler facing technology, without experienced staff that have the right technology to empower them to deliver on the brand experience?  Your staff must always come first if you want to truly personalize and fulfill your brand promise. This means hoteliers need to balance their traveler facing and staff facing investments more effectively.” ~Kevin Brown from Amadeus Hospitality   6. Place less emphasis on meeting budget in volatile markets “Hoteliers are not comfortable making changes to prices without knowing the effect it has on their ability to reach budget. In a volatile market, too much emphasis is placed on meeting budget and making safe pricing decisions that ultimately limit a hotel’s revenue achievement. Placing an emphasis instead on demand-based pricing will help secure the highest possible revenue from the marketplace. "Some hoteliers believe it is prudent to wait until business is strong and making more profit before they invest in “nice to have” tools such as revenue management software. That is like saying an athlete should wait until they can run faster before they buy good running shoes. It is the revenue management system that will enable them to maximize their yield and create the bigger profits." ~Ravi Mehotra from IDeaS Revenue Solutions   7. Embrace technology, software is cheap and extremely easy to use today “Most hoteliers are skeptical about technology - for good reason.  Tech companies have a long history of over promising and under-delivering.  As a result, new technologies are not often eagerly adopted by experienced hotel people.  They would rather "wait and see" before embracing yet another "shiny object" tech solution.  The last thing we need is another complicated software program that takes up all of our time and delivers little value.  Tech providers need to focus on the benefits of their solution and design products to require minimal effort for maximum value.  Don't assume that because hotels are multi-million dollar businesses that we like to sit around on our laptops all day - we have become successful by taking care of travelers - and each other - with the service and care that we'd provide to our own families.” ~Del Ross from Hotel Effectiveness Labor Management System “The most common misconception about technology is that it's too expensive. Hoteliers have this misconception because they don’t fully understand the value that the technology brings. They see it as a cost rather than as a profit center. Hoteliers often buy technology the same way they would buy a TV or a pillow. And because of that, tech vendors have been forced to limit their innovation.” ~Marco Benvenuti from Duetto Revenue Management   8. Don't ever manually price hotel rooms “They believe they can do good or decent manual pricing... but in reality there is no way a human can do even a decent job at pricing a hotel. The math behind that statement is really simple, there are two main reasons why a human has absolutely zero chance versus an automated AI system: 1) The sheer scale of the problem. If you're a hotel with 5 room types, 4 variations on each room type (breakfast/cancellation), bookable 365 days in advance, and want to update each price once per hour then you have 0.49 seconds per price to do your analysis and set the price. Even if you simplify the problem drastically, let's say you have a fixed additional cost for breakfast & cancellation, that you just want to update the prices once every four hours, and that you only allow your guests to book in the last 30 days, then you still only have 96 seconds per price to do the calculations and set the price. The sheer scale of the problem makes it impossible for any human to keep up and do a good job. 2) The complexity of the problem. It's important to acknowledge that no price is an isolated island, if you change the price of one room type for a particular arrival date then it will have an effect on all the other room types for the same arrival day. But that's not enough, it will also have an effect on the adjacent days as many people stay more than one night and some one-nighters are flexible and price sensitive. There is this ripple effect and you need to present the optimal set of prices, not the price that is thought to be optimal for one specific room type. Quite often the optimal price for one room type will have a negative impact on the overall revenue, and to calculate the optimal set of prices is both hyper complex and very computationally intensive, it simply cannot be done by a human. Humans should focus on strategic revenue management, not at setting prices.” ~Leif Jaggerbrand from Atomize   9. Stop paying massive sums for integration fees when the entire world has moved to open APIs “Hoteliers that its extremely hard and expensive to integrate different software solutions. Having built our own PMS with open API, I can confidently say that this is no longer true, and we stimulate hoteliers to integrate as much as possible to make their lives easier.” ~Matthijs Welle from Mews Systems   10. Use technology to create more personal interaction, not less “Messaging is impersonal, you can’t replace in-person interactions.” The aim of messaging is not to replace in-person interactions or even phone calls, it is to fill the customer service whitespace or void that exists today. There are a large portion of travelers and consumers today who are not communicating with your organization because you may not have the proper means. With the increasing influx of technology separating the hotel staff and guests (e.g. OTAs and Mobile Room Keys), messaging is one of the main components connecting hotels with their guests today.” ~Chris Hovanessian from Whistle

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Everything you need to know about hotel CRM software

by
Hotel Tech Report

Customer relationship management software is a powerful ally for hotels. It’s the fuel for successful hotel marketing, helping hotels achieve profitable operations through more targeted marketing and deeper relationships with guests, groups, and corporate clients. Ideally, a hotel’s CRM is a single source of truth for guest information. Related systems within the tech stack should benefit from this rich source of information, and the CRM should benefit from information about a guest learned through other systems. For example, if the guest prefers a room close to an elevator, The best practice is to have this information logged both in the PMS and the CRM. That way, the guest's preferences inform how the hotel engages with the guest both at the front desk and in-between stays. In 2017, Gartner concluded that spending on CRM technology had pushed it to the largest spending category in enterprise software. This growth highlights how the need to nurture client relationships over time has become a critical challenge for all businesses.    Before you go out and invest heavily in a new CRM for your hotel, let’s explore what makes a good CRM, and then define the two categories of CRM to see how each fit into your hotel’s workflow.     What makes a good CRM? Answering this question effectively is tough. Each hotel has unique needs for managing its customer relationships. The higher level, a good CRM is: Easy to integrate. If you're not lucky enough to be planning a comprehensive tech stack in the pre-opening phase, you must consider integrations first. You need a CRM that is easy to integrate with existing systems -- especially your property management system. Multi-channel. Modern communications are complex; your CRM should reflect this by supporting the variety of ways you communicate with your guests. A good CRM records interactions across email, in-person, text, and online. Automated. Automations make your life easier. A CRM that removes rote Within budget. It's easy to get distracted by the bells and whistles during the vendor vetting process. Paying for a bunch of things you're never going to use is not wise. Select a CRM that fits within your existing budget -- and that can grow with you (see next point). Flexible. When you choose the software that manages your customer relationships, you need to know that it's flexible to accommodate future needs. Secure. Most CRMs are cloud-based. This is great for speed and flexibility but can leave sensitive information vulnerable in the wrong hands. Mobile. Finally, a good CRM is equally useful in the office and on the go. The mobile experience shouldn’t sacrifice quality or functionality. Now that we've defined some of the important characteristics of CRM for hotels, let's explore the differences between CRM approaches.   B2C CRM for hotels This type of customer relationship management software focuses on relationships with individual guests. This information can be used to personalize a guest’s experience while on property, as well as provide more targeted marketing in-between stays to increase future direct bookings. For example, a guest’s profile could personalize their room settings upon arrival, or your CRM could automatically send out a birthday greeting and gift each year.    Today’s CRMs attach communications from across all channels to one user profile, building a detailed view of the guest for sales, marketing, and even operations. With a CRM in place, a guest can switch communications channels without losing the history of past interactions. This multi-channel fluidity is a critical skill in today’s customer service environment. Fluidity also extends to CRM-driven marketing automation. Complex drip sequences should be feasible with a well-segmented B2C CRM, which improves conversion rates and drives more revenue for the hotel. Another benefit for CRM is tying it to reputation management to understand how guests perceive your hotel on social media and on popular review platforms. Many CRMs connect an email with social profiles and integrate with dedicated reputation management tools, making this process seamless. Desirable features: Robust tracking of interactions to see when, where, and how a guest engages with the brand; integration with hotel software, including reputation management and revenue management; multiple user accounts; segmentation to allow grouping of similar profiles for targeted promotions. Dive deeper into Sales & Catering Software 'This is the tech your sales and catering team needs'   These are the top B2C CRM solutions for hotels: See the Top 10 Hotel CRM Solutions Revinate. With a focus on blending CRM and marketing automation, Revinate empowers hotel sales and marketing staff to target promotions more effectively while also using guest data to improve the on-property experience. For more, check out our Deep dive into Revinate hotel marketing and CRM technology For-Sight by Forth. The For-Sight CRM personalizes each marketing message to build custom touchpoints for guests, while also encouraging guest feedback to improve a hotel’s overall reputation of. NAVIS. The company bills its NAVIS REACH as the only hospitality CRM. With its focus on unifying teams, marketing, and operations, the CRM boosts marketing efficiency and drives more direct bookings. Guestfolio by Cendyn. By combining guest data and marketing automation, Cendyn Guestfolio builds a single view of the guest. Its marketing automation functionality ensures that all brand communications are personalized for each guest profile. ZDirect by Travelclick. TravelClick ZDirect provides comprehensive CRM software for hotels. The company calls this a guest management solution that drives incremental revenue through personalized communications pre, during, and post-stay.   Group CRM for hotels Group (or B2B) CRM focuses on the relationships with brands that bring group and corporate business to a hotel. These type of relationships are high-value and complex, requiring CRM software with enhanced functionality. When managing groups, events, and corporate accounts, hotels may be operating on multiple fronts. Whether its a sales team with multiple people, or a company with several decision makers, there’s a complexity with B2B sales that requires accuracy and transparency. The B2B CRM keeps tabs on these moving parts, and provides a comprehensive higher-level overview to keep everyone on the same page. It really is all about improving collaboration and increasing wins. Desirable features: lead capture, prioritization and scoring; integrated RFP management to track progress (or integration with an RFP management tool); call tracking; sales pipeline overview; task and appointment automation; robust reporting, including profitability of specific proposals; automated calendar sync; ability to manage channel complexity as far as inbound business.   These are the top B2B CRM solutions for hotels: Amadeus Advanced Delphi. When it comes to managing catering and events, this module from Amadeus allows staff to prospect for business with a mobile-friendly product. All details and information are captured and shared with all internal teams. Cendyn Sales Suite. The group sales software from Cendyn keeps sales staff aligned with the latest information on any given group, whether in the office or around the property. By reducing RFP turnaround time, you win more business. Salesforce. Salesforce is the dominant CRM software, which confers certain advantages: a diverse selection of products and integrations, a common language for new hires, and resources to support growth across business functions. Lanyon by Cvent. After its merger with the Cvent platform, Lanyon now has synergies that bring powerful features to hotels focused on group, meetings, and conference business. Quore. The Quore approach to sales involves the full hotel, with shareable access for non-sales people to empower teams across the hotel with sales information. Tripleseat. A newer entrant into the hotel group CRM space comes with Tripleseat which is at its core event management software.  The CRM component allows hotel sales managers to manage room blocks, has extensive reporting and end to end usability from sending proposals all the way through managing events and groups in house. BONUS: We found this infographic to be helpful in outlining the key differences of B2B versus B2C CRM software.  

Recent Sales CRM News & Community Updates

Delphi by Amadeus Named 2018’s Top Rated Sales Software in the HotelTechAwards

By Hotel Tech Report

Hotel Tech Report has named Delphi 2018’s top rated Sales Software based on data from thousands of hoteliers in more than 40 countries around the world.  Over 100 of the world’s elite hotel technology products competed for a chance to win this prestigious title. The HotelTechAwards platform (by HotelTechReport.com) leverages real customer data to determine best of breed products that help hoteliers grow their bottom lines. “The GM of perhaps New York’s most esteemed hotel once told me that he viewed his property like a factory.  He elaborated that he viewed group business as the output of that factory and that leisure was the excess capacity that he flexed seasonally and cyclically.  Without effective sales software, your factory doesn’t stand a chance” says Hotel Tech Report’s Jordan Hollander. Amadeus’ Delphi Sales & Event Management product line is poised for sustained growth in 2018. Hoteliers recognized the product’s ability to deliver an incredible return on investment with a score 6% higher than the category average. “Delphi provides powerful functionality for sales and catering, account and contact management, and reporting and analysis that help properties and venues drive revenue, increase operational efficiency, and improve guest satisfaction” says a Boston based corporate Director of Sales with over 10 years experience in the hotel industry. "Delphi is great tool for managing function space, available guest room inventory and evaluating group business opportunities," says a California based DOSM. "Delphi provides powerful functionality for sales and catering, account and contact management, and reporting and analysis that help properties and venues drive revenue, increase operational efficiency, and improve guest satisfaction," says one Director of Sales. To read the full review and more, head to Amadeus Delphi