We certainly don’t need to tell you that the COVID-19 pandemic has shaken up the travel industry. But despite all the pandemic’s negative effects, this unusual year has inspired many hoteliers to take the leap into new technology that will enhance guest stays in 2021 and beyond. According to recent studies conducted by Amadeus, people are eager to travel again, with 75% of survey respondents stating they would travel within just three months of loosened restrictions. Although many of those travelers might feel nostalgic about the world “before,” the data shows that travelers expect technology to help reduce physical touchpoints, encourage social distancing, and more. In fact, 84% of respondents said hotel technology would actually make them feel more confident that they can stay safe and healthy on the road. In this article, we’ll explain five key areas where hoteliers can strategically implement technology to give guests a warm welcome to the “new normal.” By the end of this article, you’ll have a solid understanding of guest expectations and exciting innovations in the travel and tech space. Staff Collaboration Tools Help Improve Team Efficiency at Lower Staffing Levels With 87% of travelers feeling skeptical that their peers are following health and safety guidelines, impeccable housekeeping and maintenance service is more important than ever. If guests think their fellow travelers didn’t wash their hands before pushing elevator buttons or opening doors, then your employees need to go above and beyond to keep your property clean. You’ll want to do whatever you can to avoid housekeeping mishaps that could break guest trust, and a key element of success is staying organized and avoiding lapses in communication between staff. Staff collaboration tools make teamwork a breeze - even with teams that work on different schedules or in different locations. Software like Amadeus HotSOS gives hotel managers and employees the power to log maintenance issues, centralize housekeeping requests, record guest preferences, and more. The app integrates seamlessly with Amadeus’ own PMS as well as 100+ other systems, so your tech stack can work harmoniously. “We use Amadeus HotSoS for logging guests’ needs as well as general area maintenance, such as lighting fireplaces, old light bulbs, clogged sinks, broken tiles, missing paint. To be able to log and communicate with housekeeping, engineering and bell in this manner is excellent,” a Resort Activities Manager in Rancho Palos Verdes told Hotel Tech Report. Collaboration tools like HotSOS not only reduce communication lags and potential friction between departments, but they can enhance the guest experience by helping staff provide faster and more accurate service. In a post-COVID world, it’s even more crucial that guest expectations are met (if not exceeded) and that hoteliers can reduce costs wherever possible. Use Customer Messaging to Communicate Compliance and Safety Local health restrictions are changing frequently, and today’s traveler needs to stay in the know - and they need to receive information from a trusted source, like from their hotel. Hoteliers are implementing customer messaging tools like Amadeus GMS to communicate rapidly changing regulations and standards with guests. Whether you need to alert guests about a new travel restriction or share the good news about reopening the spa, guest management technology can help you spread the word. 42% of respondents even say that technology that provides on-trip updates to local guidelines and outbreaks would make them more confident about traveling. If you’re considering adding a GMS to your hotel’s tech stack, you have no shortage of choices. Through customer messaging platforms, you can communicate with guests via their preferred method. Some guests prefer email, while others prefer text messages. Some platforms, like Zingle (which integrates directly into HotSoS, even support WhatsApp and Facebook Messenger). Plus, you can set up automated messages that will free up your employees’ time while increasing guest engagement. Ditch Guest Room Phones for Smart Assistants Hotel guest room phones have been slowly dying out for years and the advent of smart assistants like Google Echo and Amazon Alexa accelerated their decline. Why? According to the Amadeus research, 61% of travelers would like to use voice assistant technology if present in their rooms. Hotels and larger groups like Viceroy are welcoming guests back to hotels by eliminating in-room phones and allowing them to order via the same technologies they’re using at home like mobile apps and smart speakers. Smart assistants powered by software like Volara are preprogrammed to control every facet of the in-room guest experience going far beyond the capabilities of in-room phones without adding significant cost. Volara’s voice technology integrates seamlessly into Amadeus HotSOS to fulfill service requests. “The reality is anything you can do to limit direct contact with other people and even our own surroundings is part of widespread change in personal behaviors. Guests no longer want to have to touch the remote control or use the guest room telephone to make service requests. If a guest has forgotten toiletries or needs to report maintenance issues for instance, or even play music, watch shows, set alarms, or request more towels, they will want to do so in a contactless manner. Having the ability to simply ask an in-room voice assistant to help fulfill special requests and preferences will be an opportunity to increase guest Loyalty,” says Volara CEO Dave Berger in an interview on the Amadeus blog. Eliminating Lobby Crowds with Contactless Check-In Like with contactless ordering, offering a contactless way for guests to check in to your hotel is the welcoming touch that every traveler wants these days. Amadeus’ research shows that 62% of travelers would prefer to handle check-in and check-out via an app, so hoteliers that don’t yet have a technology solution for contactless check-in are making it a priority to implement one. Both guests and employees enjoy peace of mind when they don’t need to exchange physical credit cards, IDs, registration cards, and pens. “There are a number of ways the PMS can become a key component of the new guest experience. First, advanced two-way integrations with other supporting systems (CRS for instance) will allow for synchronized data across platforms to capture and make data actionable data coming from new apps. Second, many PMS systems provide simple and robust integrations with hundreds of third-party systems to make the implementation of new mobile services and tools simple and painless. Finally, some PMS systems offer open APIs, which make it possible to integrate with custom internal apps. This allows hotels and hotel chains to innovate at their own pace, and be more agile,” says Patrick van der Wardt, Head of Sales Specialists International, SO, S&C, PMS at Amadeus. Besides just providing a solution for check-in without physical contact, contactless check-in software can personalize the guest experience further by offering upgrades and add-ons that can lead to incremental revenue. -- As we’ve learned throughout the pandemic, guest preferences and expectations are changing rapidly. COVID-19 ushered a new wave of contactless technologies and efficiency driving software into the hotel industry. As we prepare for a travel rebound, hoteliers are still in a prime position to optimize their tech stacks to ensure they are able to capture and maximize on new business opportunities. Every facet of the guest experience is being reimagined with the creative use of technology from booking to check out. Let market data like this Amadeus research and the needs of your own guests guide your technology decisions and set your hotel up for success in 2021. This content was created collaboratively by Amadeus and Hotel Tech Report.
Hotel Self Service & Contactless Checkin Software Articles
Since the advent of the pandemic, and well before it, contactless channels have garnered tremendous attention as a safe, efficient and effective way for hotels to communicate with their guests. In fact, today around 70% of hotels are already planning to adopt contactless technology for check-in, food ordering, concierge services and more. With its immense potential for the future of hotel operations and its rapid growth in guest preference, it’s no wonder why hoteliers are fast to adopt it. In this article, we’re exploring contactless communication and how it has become a necessary consideration when entering a new era of hospitality. The State of Hotel Communication Today Over the past 10 years, how hotels interact with their guests has changed greatly. The rise of COVID-19 not only pivoted many communication strategies, but accelerated the pace in which we adopt new digital forms of contact such as apps, social media platforms, and more. As a matter of fact, in a recent survey, consumers highlighted the desire for contactless payments (35%), digital room keys (26%) and digital messaging services (20%) as the top three changes that would make them feel more comfortable staying in a hotel. With the demand for new efficient communication channels progressing, the need for hoteliers to invest and evolve their digital programs becomes critical. Contactless Channels on The Rise Within hospitality, apps are undoubtedly one of the most influential contactless channels to adopt. In a Hotel Management 2020 report, 62 percent of respondents said they would prefer to use contactless check in (and out) through a hotel app. In addition 80 percent of respondents said they would download a hotel app that would allow them to check in, check out and get all information about the hotel. With an app, consumers can easily navigate the hotel experience (without face to face contact), whether it be by communicating directly with a staff member or mobile ordering something on-demand. Social media channels also hold a promising role in communication. According to “Statista, in the second quarter of 2018 the total number of social media users was 3.297 billion people worldwide, which corresponds to a penetration rate of 43% in a total market of 4.087 billion internet users.” Social channels have tremendous reach and cater to a wide variety of individuals. Using these channels, you can personalize the experience by getting a glimpse of guest social profiles, leverage automation features and send feedback surveys to better understand your guests. What’s more, social media isn’t segmented by geography, so hotels with greater international guests can utilize these channels to engage worldwide. Lastly, email and SMS will continue to rise in adoption. As two traditional channels that are already leveraged by a wide array of hotels for booking confirmations, itineraries, and post-stay follow ups it’s important to leverage both of these channels, in conjunction with more engaging channels, when communicating with guests. How Contactless Can Benefit Your Hotel Streamline booking and ordering. For hotels, contactless channels not only enhance the guest experience but also streamline hotel operations. According to Travel & Tourism Analyst, Ralph Hollister, it’s reported “in 2021, hotels will increase their adoption of technology that will reduce the number of touchpoints. Abilities such as online check-ins and check-outs, mobile keys and room settings controlled by Internet of Things (IoT) technology will become much more commonplace.” In this, administrative tasks such as booking and ordering will become much more streamlined. As an example, if a hotel has an app, dine-in ordering can be done through on-demand navigation. Customers can simply browse the dinner menu, click on their desired order and pay all from their personal device. From an operation standpoint, the whole process is automated, the order goes directly to the kitchen and management has direct access to the data from guest orders. Greater Customer Retention. As proven through the aforementioned statistics, contactless communication is a growing guest preference that can make or break the experience. By adopting contactless communication, you show your guests that you listen to their opinions and implement their preferences - which can come with a number of benefits. Aside from staying safe, by adopting guest desires, you increase the likelihood of greater satisfaction, improve upsell, encourage greater conversation, and of course, improve retention rates. What’s more, adapting to common preferences ensures you meet new customer demands as well. Insight for improved experiences. Using contactless channels, hotels can obtain insight that can’t be captured with face to face conversations. This can help tailor individual discussions, but also the experience as a whole. By referring back to conversations with guests, you can obtain insights such as: preferred communication channels, trending topics of conversation, busiest times of day, top performing employees, average response time, best performing touchpoints and so on. By utilizing this insight you can adjust experiences in real-time and allocate time and resources to specific areas of your business to ensure a satisfied stay. Technology Paving the Way It goes without saying that utilizing contactless channels within your hotel has tremendous benefits for both your guests and your hotel operations. However, managing these channels and gathering data in an effective and efficient manner can be complex, especially without the right technology. For many, utilizing a channel management system, or an automated experience platform can be the turning point for a successful contactless communication strategy. In fact, according to International Hospitality Review’s latest research, “a touchless, adaptable and customizable automation platform featuring all front-office operations and answering particular business requirements could be a solution that the industry needs post-Covid-19.” Having the right technology in place can be a game changer for hotels, whether for managing communication or gathering data. That said, regardless if an added technology is in the cards for your hotel, contactless communication should be a strong consideration. Adding convenience for customers and relieving employees of added work, it’s a massive tool and for entering a new era as a hotelier.
When you look at the future of hospitality tech, it’s very clear that everything revolves around one thing: mobile. Everyone’s on their phone all the time, and that’s not changing anytime soon. Over the last year, features like mobile check-in and mobile key have become more important to hotel apps than anyone could have imagined, both in the context of the pandemic world and the future that lies beyond it. Yet as important as that tech is, there’s another hotel app feature that may eventually become even more important. Contactless payments. In April 2020, Mastercard released a stunning study based on online interviews of over 17,000 global consumers. They found over 88% of consumers had adopted some form of contactless payment technology—and 74% planned to continue using it post-pandemic. At the same time, mobile purchases went up in nearly every sector, and made up 73% of all e-commerce sales last year. And it’s not just the pandemic. People have also never been more worried about fraud and information security, and mobile payments are simply safer to use than cash or credit cards. All of this to say...mobile purchases and contactless payments are already a force to be reckoned with and will only gain more traction as time goes on. They represent a new way of life that’s impacting every industry. So, what does that mean for hoteliers? If you’re not prepared to process mobile purchases and contactless payments, you’re missing out on huge revenue potential—something most properties and brands simply can’t afford to do in this rebuilding phase. That being said, hotels are in a uniquely strong position to embrace mobile payment technology. First, other industries like restaurants and retail have already mastered mobile payments and offer a roadmap to success that hoteliers can follow. But most importantly, all mobile payments and orders should also be processed through the systems you already know and trust—meaning you shouldn’t need to retrain staff or reconcile financials from multiple systems. That’s because what hoteliers need to harness the revenue-generating potential of mobile isn’t really a new payment technology. Sure, you may eventually want a few new credit card terminals, but for now, guest technology can do the heavy lifting. Guests are asking for a way to check-in and out, order food, and make purchases during their stay from their phone—and on that front, it’s an app provider’s responsibility to work with a property’s PMS and POS vendors to ensure they can facilitate mobile payments, not yours. What hoteliers need to know about mobile payments can be boiled down to this: they will become one of the single most important mobile app features—if not the most important—within the next few years. And they should add convenience for tech-savvy guests and extra revenue for your property, not more complexity for you. If a vendor tries to tell you differently, that’s a red flag.
Digital registration for hotels is a win all around. It makes your hotel safer by reducing contact. It’s more convenient for guests. And it helps your staff keep better records. Many hotels were already moving towards digital registration because of these advantages, but the Covid-19 era caused everyone to rush towards digital registration whether they were ready or not. Now that we’ve all more or less settled into digital registration, it’s time to turn our focus towards making it better. With that in mind, this article aims to show you five immediately applicable steps you can take to improve your hotel’s digital registration process. 1. Collect guest data from the outset With guests finding hotels and registering online, it’s easier than ever to plug them into your marketing channels. With their permission, you can easily collect guests’ email and social media accounts. This allows you to reach out to them to keep your brand in the front of their mind, and it also allows you to use their data to learn what it is that makes guests choose your hotel over others. But it all starts with using data intentionally. 2. Leveraging popular messaging channels to set expectations When guests digitally register, it allows you to easily open communication channels before they ever even arrive. A texting toolkit like Akia can integrate with your property management systems (PMS) to personalize information and even automate many of the common queries, only directing the conversation to staff when necessary. This frees up staff time and it significantly quickens response times for customers. 3. Go fully contactless by offering mobile key The last thing people want after a long day of traveling is to stand in a slow-moving line at a hotel lobby. Even without the need for social distancing these days, it is simply a more convenient guest experience to enter a hotel and go directly to your room and then directly into a cozy hotel bed. Digital key platforms like Flexipass easily integrate with your digital registration process in order to provide the absolute most convenient guest experience possible. 4. Audit cybersecurity and data storage There’s a lot on the upside of digital registration, but let’s not ignore the downside. Data is currency these days, and we make ourselves targets when collecting a lot of digital data. Improving security is your responsibility, and it is also in your best interests; we’ve all seen a brand dragged through the mud after a security breach. A good PMS will have high quality security systems built into it. As you further integrate digital registration, it’s time to make sure that you and your staff are informed of security best practices and keeping the PMS up to date. 5. Focus on usability and experience design Hotels use a variety of programs from other companies in our digital world. Many of these digital platforms allow you to customize them in order to present your consistent brand image across all of the platforms; the platforms likely will even help you do this. It’s a step you should absolutely take. Your brand is the reason guests choose you over all the other hotels they see listed nearby, so make sure they see it bright and clear. -- With the rush to implement a hotel digital registration process, hoteliers need to make sure they are also providing the best customer experience possible. You will see the most immediate benefit to your hotel’s digital registration process by improving the data use, communication, convenience, security, and presentation of your digital platforms.
The pandemic accelerated technological transformation across the hospitality industry. Contactless has become a must-have, fitness centers have gone virtual, guest communications have moved to mobile, and self-service has become standard. While some hotels found themselves rapidly deploying new technologies, other hotels have been playing the tech-long game for years. Here are some of the world’s most notable high-tech hotels. We've covered the tech strategies of great hotel groups like Viceroy and Noble House who implement everything from contactless check-in to digital concierge but this article focuses on some more wacky tech implementations with a bit of focus on form over function. This list features some pretty cool hi-tech gadgets and hotel room amenities that go above and beyond the typical flat-screen tv. Some of the cutting-edge technology on this list may off-put more traditional travelers but will undoubtedly hit the spot for tech-savvy millennials. Rather than layer technology onto the operation, these properties embed technology into the fabric of the operation, making it a focal point and key feature. Some use it as an Instagrammable moment at a specific location while others structure their entire brand around the tech-enabled guest experience. Either way, technology is front-and-center at these hotels. Henn Na Hotel, Japan “The Robot Hotel” Tokyo has become the marquee high-tech hotel. The brand concept is “commitment to evolution,” which appears across its operation in the form of robots. Lots of robots! The brand claims to be the world’s first hotel staffed by robots -- and there’s really no disputing that, as guests are greeted by robots at the front desk. At one property, the front desk is even staffed by dinosaur robots and iPad kiosks, which is quite the experience. Other high-tech features at some locations include a robot barista frothing lattes, espressos and teas, as well as a 360-degree VR space for guests to immerse themselves in virtual reality experiences. The hotel is also fully enabled with Wifi powered facial recognition, which eliminates the need for a hotel key altogether. Guests can access the property, and their individual guest rooms, seamlessly using biometrics. Very futuristic, indeed! YOTEL, New York City The YOTEL brand has been synonymous with technology since it opened its doors near Times Square. The showstopper was a massive robot arm dominating the lobby, providing automated luggage storage for guests (as well as safety deposit boxes to store valuables). The YOBOT also provides self-service check-in, which puts the brand far ahead of today’s contactless guest experience. The rooms -- called cabins -- may be small, but YOTEL uses technology to deliver its promise to “give you everything you need, and nothing you don’t.” This includes Smart TVs so that guests can connect their own devices and choose their own entertainment. The guest rooms also use motorized beds as space-savers and motion-activated sensors for lighting and AC to reduce carbon emissions. It’s all about efficiency, delivering an outsized guest experience in even the smallest spaces. Blow Up Hall 5050, Poland The Blow Up Hall 50/50 is an impressive mix of form and function. Designed by BAFTA-award-winning artist Rafael Lozano-Hemmer, the hotel combines a restaurant, bar, gallery, and hotel into a unique vibe. There are several digital art installations, including a commentary on surveillance capitalism embedded right within the lobby. The property eliminates the traditional touchstones of the hotel experience: there’s no front desk. The guest’s smartphone provides access to the property, from check-in to room keys to staff communications. The phone also acts as a room finder: after opening the app, the assigned room lights up and the door unlocks automatically. It’s these small tech flourishes that reinforce the property’s sense of mystery and intrigue. Hotel Zetta, San Francisco At the center of Silicon Valley, the centerpiece of Hotel Zetta is most definitely its virtual reality room in the lobby. Designed by a local tech startup (naturally), the VR cube gives guests a fully-immersive opportunity to experience virtual reality. There are also Nintendo Switch consoles and Oculus VR headsets available so guests can experience next-generation technology in the comfort of their rooms. Other tech touchstones include a vintage Atari Pong table in the Zetta Suite, which is modernized to include both the classic game and a Bluetooth speaker to play personal playlists. Each guest room is also equipped with Alexa-enabled voice control in every room. Guests can order a meal from room service, set an alarm or learn about on-property dining specials. Kameha Grand, Zurich The Kameha Grand isn’t one of those kitschy places that you’re embarrassed to stay at. Quite the opposite: the high-end “lifestyle hotel” is part of Marriott’s Autograph collection. And, with rooms designed by Marcel Wenders, it’s got all of the trappings of a luxury property. Rooms Our favorite rooms are, of course, the Space Suites. It’s the most futuristic room type on this list because it quite literally connects to space. The in-room TV features a live feed from NASA TV so that you can fuel those space dreams. The atmospheric vibes will contribute to that dreamy feel, with “outer space furnishings have been designed down to the smallest detail with a floating bed, pictures of galaxies, hovering astronauts and models of rockets.” Far out! Virgin Hotels The Virgin Hotel brand has always been tech-forward and guest-centric. Even prior to the pandemic, the brand empowered guests to control their own experiences right from the palm of their hand. Now, those features are dramatically expanded to be even more contactless. Named Lucy, the app allows guests to skip check-in, using their phone to select rooms and unlock doors. Guests can also use the app to order room service, adjust room temperature, control entertainment (in-room streaming and Apple Music), plan their trip around the city, or even follow custom exercise routines by Fitbod. Following on smartly with its brand promise, the app also offers three preset lighting modes for guestrooms: Get Lit for full brightness, Get in the Mood for dimmed relaxation, and Do Not Disturb for sleep. By putting all of these elements together into a single interface, Virgin Hotels puts the guest in control. 25hours Hotels Another brand that’s focused on high-tech without losing high-touch hospitality is 25hours. Thanks to an in-house multidisciplinary think tank, the Extra Hour Lab, the brand experiments with new ways of engaging with guests, both through digital and analog channels. That balance plays out in Cologne, where the record store greets guests alongside Perhaps that’s one aspect that distinguishes the futuristic, high-tech hotels: those that understand how to inject storytelling into the experience alongside the latest technology. Cityhub A hybrid between a comfortable hotel and a convivial hostel, Cityhub is futuristic in both its technology and its approach to hospitality. It’s part of a new wave of brands that blend categories and use technology to enable a more social experience. The Cityhub brand has an app but it also takes a cue from Disney and offers RFID wristbands. These bands are used not only for check-in and property access, but also at the bar, cafe or vending machines, where guests can serve themselves and charge their rooms. Without having to constantly pull out their phones, there’s a more personal element to the experience. Each “hub” has its own customizable lighting, temperature and audio streaming, so guests can control their vibe. There’s also an on-property social network, giving guests a digital lobby to meet and plan real-world adventures. The Atari Hotel, Las Vegas (coming soon!) A notable mention is the upcoming Atari Hotel in Las Vegas. This property will blur the boundaries between hotel and immersive experience, building on Las Vegas’ long history of blending entertainment with hospitality. The experience is straight out of Blade Runner: bright lights, massive marquees, and an “everywhere you look” focus on gaming. The Atari Hotel points to a far-more futuristic vision of hotels than anything else on the market today. It very well could be the first hospitality experience built just as much for the virtual world as for the physical one. Guests can host friends in their rooms for gaming marathons, with consoles, batteries, and spare controllers available for delivery. The Atari Hotel may redefine the category and establish a new mainstream travel trend: the gamer circuit. -- What are your favorite high-tech hotel amenities? Let us know if we missed any key ones like hotels with crazy underwater speakers, air conditioning activated by motion sensors, cool touchscreen applications, and more!
Will 2021 see the return of travel? As vaccinated populations grow, many international governments are looking to energize the travel industry with discussions around “vaccine passport” programs and the reopening of borders ahead of the all-important summer tourist season. As the year progresses, will there be a significant spike in demand for flights and hotels? And in which markets? Will road trips and outdoor destinations continue to be popular to accommodate social distancing or are travelers setting their sights on more exotic locales? It’s important for hoteliers to prepare for a few different scenarios this year based on consumer confidence levels. To best capture available demand and ease travel-related concerns, hoteliers will want to focus on providing guests a clean, welcoming environment. Meet the Expectations of “Generation Clean” Cleanliness will remain a top priority for travelers this year and will weigh heavily in their decision to book accommodations. In a recent traveler survey, 2 out of 3 people say COVID-19 prevention measures are very important to know before they book, while only 25% say price is the key driver behind selecting their next destination. That means the “Generation Clean” traveler is prioritizing health and sanitization in booking decisions and wants to feel the property is doing enough to ensure their safety. As a hotelier, make sure to communicate the cleanliness standards and protocols your property has put in place. Add these details to your website and booking engine to make the property more attractive to shoppers. Pre-arrival emails that highlight specific safeguards your property is implementing, and what type of experience guests can expect onsite will be welcome and appreciated. Provide Stress-Free Contactless Experiences Expectations for contactless experiences such as keyless entry, mobile check-in/out, and automated service requests were already on the rise before COVID-19. Current social distancing guidelines have accelerated the adoption of contactless technology and digital experiences. Contactless experiences not only drive convenience, but 62% of guests prefer to check-in and out through a hotel app. The introduction of these digital touchpoints can also provide hoteliers with opportunities to drive ancillary revenue and collect more actionable data to deliver memorable experiences. For example, if you know your guest has checked into their room via the property’s mobile app, perhaps consider sending them a text message or push notification to see if they’d like to order contactless room service. These digital interactions are a welcome addition to travelers’ experiences and lets them know you are still offering attentive service, even though your staff is not immediately visible. Personalize Each Step of the Guest’s Journey Hoteliers are discovering that loyalty is evolving beyond point-based reward programs to entice repeat bookings. COVID-19 has advanced the pace of technology adoption to build better guest experiences. With low room rates in abundance and high uncertainty around travel guidelines, non-price factors such as trust and the ability to deliver safe and memorable experiences are increasingly driving booking behavior. In fact, 79% of consumers say they are more loyal to brands with higher levels of personalization. Every pre-trip questionnaire, email, digital service request, or mobile purchase is a building block for a personalized experience. But hoteliers need integrated systems to make true personalization a reality. By leveraging centralized data across your technology stack, hoteliers can convert guest preferences and profile details into actionable information for service delivery staff. After all, a personalized experience is a differentiated experience that can ultimately earn you a lifelong customer. In a world where travel is evolving rapidly, some consumer expectations and behaviors are sure to become standards. Hoteliers need to take bold action to embrace these changes and elevated expectations for cleanliness, contactless experiences, and increased personalization. By focusing on integrated technology to deliver these priorities, hoteliers will ultimately drive more demand for their business and deepen their connection with guests.
Wondering what RFID technology is? Even if you’re not familiar with the acronym, chances are you use RFID technology in your everyday life without even realizing it. RFID is a key component for IOT (internet of things) connectivity. Do you have a pass for your parking garage or a fob to access the gym? Or maybe you’ve accidentally triggered the security alarm when leaving a store because the security tag was still attached? These are all examples of RFID in use, but they’re not the only use cases for this versatile technology. RFID has real-world applications across many businesses such as industrial supply chain manufacturers, retailers, theme parks, and even cruise lines. In this article, we’ll explain what exactly RFID technology is, study some interesting examples of RFID technology in hospitality businesses, and explore some innovative ways hoteliers can use RFID to deliver better guest experience and operate more efficiently. What is RFID (Radio Frequency Identification)? An RFID system is simply a cost- effective technology that uses radio waves to send a signal from a chip to a receiver. RFID stands for radio-frequency identification, and this type of wireless technology involves two parts: a tag and a receiver. The tag contains a microchip with a unique code, and the receiver contains components to process the signal transmitted by the tag. Tags can be either passive (no battery, activated by the receiver) or active RFID tags (battery-power source, emits a signal that the receiver picks up). RFID tags are very small but can contain a lot of information ranging from identification numbers to pages of text; they are often embedded in merchandise tags, key fobs, name badges, credit cards, and even pets! In a clothing store, for example, an employee could use an RFID reader to scan tag-embedded merchandise to instantly see more information about the item or ring it up at the check-out, similar to how a barcode is used. There are different types of RFID tags writes the RFID journal, "In general, low-frequency and high-frequency range tags are read from within three feet (1 meter) and UHF RFID tags (ultra-high frequency) are read from 10 to 20 feet. Readers with phased array antennas can increase the read range of semi-passive RFID tags to 60 feet or more." Read range can also vary depending on environmental factors that effect the strength of radio signals. Although RFID technology isn’t new (it was patented in the 1970s), its popularity has skyrocketed in recent years as the technology became cheaper and more applications were developed. Depending on the type of tags and readers, RFID technology can be adapted to a wide variety of industries. In healthcare, RFID tags are used to keep track of prescription medication to ensure they don’t end up in the wrong hands. In-car manufacturing, RFID tags are attached to parts to monitor their progress along the assembly line. And in office buildings, RFID tags allow employees to enter the building or a specific floor with a wave of their name badge while keeping the doors locked to outsiders. RFID Applications in the Hospitality Industry It’s no surprise that hospitality businesses want to take advantage of RFID technology too, especially when it offers speed, security, and a high-tech touch. Hotel and travel businesses usually begin by leveraging technologies like RFID for access control systems and asset tracking. Due to the pandemic, contactless guest journeys have increased uptake of RFID, Bluetooth and NFC (nearfield communication) technology. Let’s explore how Disney, Coachella Music Festival, and Royal Caribbean use RFID technology to enhance their guest experiences. Disney’s MagicBand ticketing solution Paper tickets for Disneyland are a thing of the past thanks to the RFID-powered “MagicBand” system that Disney rolled out in 2013. The MagicBands are plastic wristbands embedded with an RFID chip that guests can use to enter their room at a Disney resort, gain access to theme park attractions, charge food and beverage purchases to your account, and more. Before MagicBand, guests would need to juggle room keys, theme park tickets, credit cards, and cash, but the MagicBand consolidates all of those functions into one device. Throughout Disney resorts and parks, guests can access surprise features by tapping their MagicBands at specific touch points. Besides pure functionality, Disney also turned the MagicBand into a marketing vehicle; Disney fans can purchase MagicBands in their favorite color or emblazoned with their favorite animated character. RFID wristbands at Coachella At a music festival, the last thing you want to do is wait in long lines. And festival organizers are always seeking ways to improve security and catch counterfeit tickets. Seeing an opportunity to meet all of these objectives, Coachella Valley Music & Arts Festival rolled out an RFID wristband solution that allows faster entry into the festival and eliminates the risk of counterfeiting. Coachella even went one step further than smart cards by placing the chips on wristbands. Festival-goers are issued wristbands embedded with RFID chips that each have a unique identifier, meaning that it’s essentially impossible to copy them. Instead of security staff scrutinizing every paper ticket upon entry, attendees simply scan their wristbands at RFID readers at the festival entrances to gain nearly instantaneous access. The readers can process many more attendees per hour compared to the traditional entrance process, which means Coachella’s music lovers can get to their favorite stages faster. How can hotels use RFID technology? Due to its relatively low cost, ease of use, and potential for operational efficiency, RFID technology can be an attractive solution for hoteliers looking to elevate their guest experience. But how, specifically, can RFID deliver value to your hotel? Door locks: One of the most popular use cases for RFID technology is guestroom entry. Compared to a traditional keycard, RFID-equipped cards offer hoteliers more control over security. Front desk staff can activate and deactivate cards remotely and review logs to see where and when a card was used. From a guest’s perspective, RFID keycards are easier to use than traditional credit card-style keycards (simply wave it in front of the door lock transponder to open the door), and the ability to deactivate lost RFID key cards gives guests peace of mind. RFID cards can also be more cost-effective in the long term as they don't get demagnetized. Controlled amenity access: Besides granting entry to guestrooms, hoteliers can also use RFID technology to control access to amenities, parking, event spaces, and more. If a guest did not pay for parking, for example, the front desk agent could deactivate access to the parking garage on the guest’s key card. Or if the guest booked a club-level room, access to the executive lounge can be enabled on their key card. On-site payments: Outlets like restaurants, bars, and spas can use RFID technology to streamline the payment process. If guests have RFID-enabled keycard that contain payment information or room-charge information, guests can simply pay with their keycard. By eliminating cash and credit cards from outlets, the risk of theft or declined transactions decreases and each transaction takes less time. Inventory management: In addition to key cards, RFID tags can be embedded on physical items in the hotel to assist in inventory management. For example, RFID tags on minibar items can alert hotel staff to low stock rather than tasking housekeeping staff with monitoring stock levels. Or RFID tags attached to employee uniforms or linens can help hotels keep track of laundry processes and know when to order more. Theft prevention: Most hoteliers have a line item in their budget to account for replacement of stolen items like pillows, hair dryers, and dishes. RFID chips on these frequent “souvenirs” can tell hotel staff when an item has left the building and give them the opportunity to recover the stolen item. Do you have any questions about RFID technology in hotels? Let us know!
The COVID-19 pandemic has clearly changed how we travel in myriad ways. The guest of the future has new expectations of their hotel stay; health and hygiene now take priority for hoteliers and guests alike. One way hotels can protect the health and safety of their guests is by providing a frictionless guest experience starting with a contactless check-in process. Recent surveys have found that contactless check-in and a touchless journey can help guests feel more comfortable staying in a hotel, with 26% of consumers indicating they want digital room keys and 35% asking for contactless payment options. Many hotels are already implementing contactless check-in procedures by partnering with top-rated contactless check-in software providers. From virtual credit card authorization forms to passport scanning property management systems to mobile key to QR code menus, the hospitality industry has been innovating at a rapid clip to stave off the effects of the coronavirus pandemic shutdowns. Here’s what that means in practice – and how your hotel staff can use technology to help enforce social distancing with long-term benefits. This article outlines contactless check-in for beginners in the hospitality industry, if you're looking for a more advanced strategy guide to implementing these processes at your property - check out our 2021 Contactless Check-In Buyers Guide. What is Contactless Check-in? Many people perceive contactless check-in as a one-step process. In reality, contactless check-in involves everything from valet parking to keyless entry according to Viceroy Hotels Global Head of IT Darren Clark. For check-in to be truly contactless, your hotel needs to factor in each step of a guest’s arrival and anticipate the points at which human contact can be prevented or replaced with technology. Consider the traditional check-in process. A guest would arrive at the hotel and be greeted by the valet or doorman. A concierge may ask to take their luggage to their room. The guest will wait in the lobby – usually along with other travelers – to interact with the front desk team. Hotel guests must provide identity checks like passport and credit card so that the front desk agent can complete their registration card before handing them a key to their guest rooms. There are multiple contact points throughout this entire process, not to mention the unlikelihood that social distancing will be possible in the hotel lobby or front desk queue. Contactless check-in, however, uses technology to minimize these contact points. Mobile check-in allows guests to check-in before they arrive via mobile device or on-site via a self-check in kiosk, thereby minimizing time spent waiting in communal areas as well as contact with the front desk staff. Some properties accomplish this by providing an app in which guests can log in and tap to receive their room details. Other properties provide self-service technology, such as tablets or kiosks, to confirm their details and check-in. Keyless entry gives guests access to their rooms immediately upon arrival, using a Mobile Key on their device to lock the door. This technology removes the process of visiting the front desk upon arrival and also eliminates the hassle of lost keys or keys that demagnetize and must be replaced during their stay. The best part? Guests are already familiar with both mobile check-in and keyless entry, thanks to existing offerings by Hilton and Marriott. Hilton guests, for example, downloaded 7.6 million mobile keys through the app in 2018, a testament to the success of the brand’s digital check-in push. The Benefits of Contactless Check-in Contactless check-in isn’t just a pandemic work-around: guests like the efficiency and convenience of managing their own arrival process. And, hotels can save time and money by adding technology to their check-in process. Even before the pandemic, keyless entry was an increasingly important feature for travelers. According to survey data from Openkey, Keyless entry leads to an average increase of 7% in guest satisfaction scores Guest satisfaction scores drop by 50% when there’s a 5-minute wait at check-in 46% of travelers say a mobile key solution is an important on-property feature for them 49% of travelers say “their hotel selection is influenced by high-tech features in the hotel room, i.e., mobile key.” Likewise, hotels are able to run more efficiently through mobile check-in and keyless entry technology. Mobile check-in saves time and effort for staff, as documentation, T&Cs, and on-site offers can be sent to guests pre-arrival. Mobile check-in solutions help hotels gather customer insights about their guests: learn what their preferences are with a pre-arrival questionnaire, and see which offers and amenities a guest chooses to learn about before their stay. It’s also a simple way to send through upsell offers, highlight on-site features, and capture ancillary revenue without having to meet face-to-face. Tips for Making Check-in at Your Property Contactless With the right technology, implementing contactless check-in is relatively painless. It does, however, take some proactive communication with guests so that they know what to expect before arrival. Send pre-arrival emails detailing the check-in process and what security measures your team has put in place on-site. This email should accomplish two things. First, it should reassure guests that you are taking their health seriously. Second, it should give guests step-by-step instructions for how to check-in through their mobile device or onsite kiosk, as well as how they will receive their room key. Share this information at least 12 hours before their arrival. Make sure to send information about every step of the arrival – including whether there will be a valet, what the mask requirements are, and if someone can expect to have their temperature taken and recorded. When the guest arrives, make sure that there’s clear signage to let them know what to do next. Provide the same step-by-step check-in instructions that you sent via email. Include directions to find different areas of the property and to help guests learn how to use keyless entry. And, of course, provide hand sanitizer stations throughout the lobby.
Each year Hotel Tech Report surveys thousands of industry insiders to find the best hotel tech jobs and employers globally. In 2020, the COVID-19 pandemic wreaked havoc on the hotel industry. The World Travel and Tourism Council predicts that 121 million of the 330 million jobs tied to tourism around the world will be lost in 2020. Despite existential challenges, hotels and their vendors have proven resilient in the face of the biggest challenge ever posed to the hospitality industry by working together. But there’s always opportunity in crisis. The pandemic has advanced digitization in the global economy by at least 5 years according to most experts. Hotels that already had adopted technology like contactless check-in and guest messaging software have had a massive advantage since the pandemic broke out and the importance of technology for running a successful hotel business will continue to rise over the coming years meaning that demand for hotel technology talent will grow with it. Here at Hotel Tech Report, we’ve interviewed countless hoteliers about their journeys from being hoteliers into lucrative technology careers like Del Ross, Marco Benvenuti, Sameer Umar, and Kevin Brown. For hoteliers furloughed on the sidelines, there is an unprecedented opportunity to pivot into a technology career leveraging skills and knowledge from hospitality experience. But which hotel tech companies should you apply to? Every year we do the hard work for you and survey thousands of hotel tech professionals to find the best companies to work for in the hospitality industry. We ask respondents to rate their employers from 1-10 on these key variables: Work-life balance Personal development opportunities Gender equality Confidence in company direction Values alignment 2021 Bonus Question: Rate your firm’s COVD-19 crisis response Hotel Tech Report creates this list each year for two reasons: (1) to help industry professionals find the best hospitality tech jobs and (2) to help hotel tech buyers understand that it’s just as important to partner with great organizations as it is to find great software tools and products. Vendor culture is important to every aspect of a vendor relationship: Product: Great workplaces attract the best talent who make the best products Customer Support: Happy client reps give better service and stay around longer developing deeper relationships. Sales: When a sales team has high turnover, innovation gets strangled because there isn’t enough cash coming in the door to invest in innovation. Our 10 Best Places to Work in Hotel Tech list features companies who foster wonderful work environments for employees. In return, those employees deliver incredible products and services to clients. Without further adieu here are 2021’s 10 Best Places to Work in Hotel Tech… 10. Siteminder (TIE) Right before the coronavirus pandemic broke out, industry leader Siteminder reached an incredible milestone earning itself unicorn status. Under the stewardship of CEO Sankar Narayan the firm quickly composed itself when the pandemic broke out and began rolling out initiatives to support both employees and customers like its World Hotel Index sharing real-time data with the industry when historical data just wouldn’t cut it. Siteminder has an internal slack channel called #stayingsocial dedicated strictly to team members having a social communal space in the age of remote work. This is pretty typical for a small startup but much rarer in the world of 700 employee behemoths. The great part about working at a large startup-like Siteminder is that there’s almost limitless upward mobility according to one employee working in operations at the firm, “They allow me opportunities to take on more responsibilities that are even beyond my scope to develop my skills and prep me up for bigger roles. They also give leadership training to enhance to continue developing my capabilities.” If you’re looking for a fast-paced global startup on a world domination path - then you should absolutely be dropping a resume at Siteminder. The best part is that they’ve got offices all around the world so even if you prefer the WFH life your colleagues shouldn’t be too far away no matter where you call home. 10. Atomize (TIE) This is Atomize’s first time making Hotel Tech Report’s annual Best Places to Work list but we doubt it will be their last. In true Swedish fashion Atomize rates amongst the highest on the list for gender equality with a 50% ratio of men to women on its leadership team. Atomize also rates very highly for culture alignment with a score of 97.8%. Perhaps the biggest standout for Atomize was how highly employees rated the firm’s COVID-19 response and support for clients during a crisis. “Everyone from finance to product development has chipped in to try to support clients. We have for instance developed a relief-program for those that are hurting really bad, we have updated the product to amend for the large drop in occupancy for hotels, etc,” one Atomize executive told Hotel Tech Report. Atomize made it through COVID-19 without a single layoff which is a testament to the longevity of the business and its and commitment to team members. During the crisis Atomize stayed calm, launched the 2.0 version of their core RMS product, and even found time to bring the team together for a BBQ this summer during a slow down in transmission rates. 9. Hotel Effectiveness Georgia (the U.S. state not the country) based Hotel Effectiveness is in the business of helping hotel owners more efficiently manage labor but the question is: how well do they manage their own labor? It turns out they do a pretty darned good job at fostering internal culture. Prior to the pandemic labor costs were the biggest focus area for most hotel ownership and management groups - despite the shift in focus Hotel Effectiveness managed to grow through the pandemic all while placing a heavy emphasis on quality of life for employees. Team members cite a high percentage of employees being groomed from junior roles into leadership positions, flexible PTO programs, and strong opportunities for women. PTO is great but Hotel Effectiveness management goes one step further where they encourage team members to completely unplug and not even check email during their vacation. Adding icing to the cake, employees raved about the firm’s response to COVID-19 where it was able to grow without any layoffs needed. One engineer raved about the Company’s COVID-19 response, “Hotel Effectiveness immediately shifted priorities specifically to address the changing needs of our clients. Hotel Effectiveness provided new guidance materials, payment options, and built new features (such as Daily Wellness Check-In) under tight deadlines to meet the new needs of our customers.” 8. EasyWay Big congrats to the first-ever Israeli startup to make this list! If you’ve ever been to Tel Aviv or the Start-up Nation (Israel), perhaps a job interview with EasyWay is the excuse you needed to visit one of the most amazing cities in the world packed with beautiful beaches, vibrant nightlife, and a foodie scene that’s truly in a league of its own. EasyWay is the quintessential startup with a mentality that so long as you hit your KPIs - the rest of your life is totally flexible. An EasyWay executive’s quote to Hotel Tech Report about the last 12-months at the company says it all, “The work around the clock in the COVID-19 time was crazy. We have developed so much stuff, that I almost miss this period. We've learned a lot from that, and staid on our feet! The rest of the team was great and it really gave me confidence in my own abilities. If you're the kind of person who likes to work hard and play hard - you’d be wise to check out EasyWay’s open positions. 7. Asksuite This is Asksuite’s second year making the list and true to their commercial team’s motto “rockets don’t have reverse”, even a pandemic couldn’t slow down this high flying Brazilian startup. Florianopolis may not be a hotel tech hub (yet) but the Asksuite team has access to lessons in language, hospitality and other training to upskill their way into global domination. During the pandemic, leaders have made themselves available for 1:1 meetings to support all colleagues and perhaps it’s this close communication that leads Asksuite employees to rate 98% confidence in the future success of the firm. Asksuite employees frequently cite an onboarding process that makes all team members feel like a part of the family in short order. 6. RoomRaccoon Despite the pandemic RoomRaccoon doubled the firm’s headcount in 2020 and achieved a major milestone in reaching 1,000 clients. Employees frequently cite similar aspects of the culture as differentiators like their annual international week at the Netherlands headquarters and an inclusive onboarding program. One employee within the marketing department told Hotel Tech Report, “This year RoomRaccoon decided to start hiring more new colleagues against the market trend of furlough and letting people go. To smoothen the onboarding process of our new hires we've created an E-learning program and two intensive onboarding weeks. So far we've onboarded 15 new hires since July 2020 that immediately are getting results. Something I'm really proud of!” If you’re looking for an ambitious organization with a strong remote culture and complementary annual trips to the Netherlands - don’t hesitate and check out open listings at RoomRaccoon. 5. Alliants The Alliants story is the cure to the common venture funded business gone wrong story. Alliants built the business developing custom software for ultra luxury hotel brands like Four Season and Jumeirah before ever dipping their toes into the SaaS world. That means they’ve got killer products, an eye for design and engineering to back it up. Starting in a consultative role for luxury brands has afforded Alliants a luxury not many early stage SaaS products have - cash flow. How would this impact you when you apply for a role there? Alliants employees are given a $5,000 stipend to invest in their own education and training. Whether it’s a paid marketing course or intro to Ruby on Rails - at Alliants you will be able to create your own journey and take control of your destiny. Have you ever had a boss block your calendar so people can’t book meetings with you? Well, Alliants employees have. During winter months with less daylight, CEO Tristan Gadsby blocked the entire team’s calendars from 11:30am - 1:30pm to encourage team members to get outside, walk or simply catch some rays. If that doesn’t sell you I don’t know what will. 4. ALICE This ain’t ALICE’s first rodeo, well it’s their fourth if we want to be precise about it. ALICE has made Hotel Tech Report’s Best Places to Work list 4 years in a row (2018, 2019, 2020, 2021). ALICE is an incredible place to work for former hoteliers because employees truly act as a strategic extension of their partner properties. During the pandemic, ALICE quickly pivoted to rollout closure checklists and other free assets to help partners quickly reconfigure their operations for the new normal. “The most memorable achievement while working at ALICE this past year was being able to provide support for our employees during the pandemic. The pandemic-related fatigue and anxiety impacted everyone and in different ways. We were able to provide support to our employees through group therapy sessions, health and wellness initiatives, increased one-on-one check-ins regarding fatigue, increased opportunities for learning and connection with one another virtually. I am so proud of how the leadership at ALICE has led us through the most difficult time in our industry's history, and with such care for both our customers, our industry as a whole, and our employees,” says one ALICE team member in an HR role. Just as important as supporting clients through COVID-19 is supporting colleagues. ALICE team members were constantly comforted that management understood the stress and challenges they were facing during this historic yet tragic year, encouraging an environment of transparency and honesty about how to cope with natural distractions from work in times of stress. 3. hotelkit Austria-based hotelkit is another repeat visitor on this list moving up from 4th to 3rd place. Founded in 2012 by hotelier Marius Donhauser, hotelkit is a majority female-run business that’s growing rapidly but responsibly throughout Europe. hotelkit’s team motto is “one team one dream” and while the team had to work remotely for a good portion of the year, colleagues are hopeful that 2021 will bring back the annual hotelkit Christmas party famous for great eats and poker. Under Marius’ leadership, hotelkit has fostered a culture that feels like family so it’s no wonder that employees rate the culture so highly across every single vector. 2. Cloudbeds Cloudbeds may be the fastest-growing hotel tech company right now so while their headquarters are in sunny San Diego the Company has got Silicon Valley energy pumping through its veins. Not to mention, Cloudbeds is extremely global with local managers in 40 countries. On March 11th (yes that’s right when COVID-19 took the world by storm) Cloudbeds announced the closing of an $80M funding round. Cloudbeds employees tend to share two main things in common: (1) they are extremely performance-driven and (2) they LOVE to travel. One Cloudbeds employee within the operations department told Hotel Tech Report, “I managed to get promoted on my 1 anniversary day at Cloudbeds, I was so happy and everyone was so attentive to me during this process. Cloudbeds is an amazing company, full of amazing individuals, it's so nice to see the owners in our calls and engaged with us all at all times. I used to think I had worked at good companies, till I met Cloudbeds. This is where I want to stay and grow. It will be hard for any other company to take me from here.” Cloudbeds has TONS of openings so make sure to browse their career page if you’re in the market. 1. Mews This is Mews’ 3rd year making the list ranking #2 in 2019 and #3 in 2020 - but this is their first year topping the list which is a testament to the strong culture at the firm. Like most fast-growing companies, the pandemic wreaked havoc on projections and business plans for Mews leading to some difficult decisions needing to be made. Mews not only came through what was maybe the darkest moment in the history of the hotel industry but came out stronger than ever before. Mews leadership set a strong course for the business cutting expenses, reorganizing the team, rebranding, focusing on remote deployments, and even making an acquisition. Quite a busy year - even if things had been normal. Mews management has created one of those infectious startup cultures that can almost feel cult-like at times often intoxicating entire trade show floors (pre-COVID). It’s not often that employees at an aggressive high-performance tier 1 venture-backed business get to see their founder dancing through a town hall (affectionately named Mews Con) in a silly costume. Mews pivoted from hyper-growth mode into a sharp focus on profitability right-sizing the business and is poised to come out of the pandemic far stronger than it went in. Lots of open roles to check out and we’re sure that list will continue to grow over the coming months.
Each year along with individual awards for the top-rated hotel software in each category, Hotel Tech Report recognizes the Top 10 most customer-centric global companies in the annual People's Choice Awards. The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. The HotelTechAwards platform (by Hotel Tech Report) leverages real customer data to determine best of breed products and companies that help hoteliers grow their bottom lines. “The People’s Choice Award goes to a single company across all categories who demonstrates the strongest customer relationships during the HotelTechAwards. Cloudbeds had more than 550 hotelier customers come out to share overwhelmingly positive feedback about Cloudbeds products in the midst of a global pandemic. To have that kind of support from clients during the most challenging market in hotel history says all you need to know about Cloudbeds’ commitment to their partner properties,” says Hotel Tech Report CEO Jordan Hollander. Here’s the Official 2021 People’s Choice List: Cloudbeds SiteMinder RoomRaccoon Bookassist OTA Insight ALICE IDeaS Avvio Hoteltime hotelkit The key factors used to determine the annual People’s Choice Award include total verified customer reviews, geographic reach of reviews, and overall review sentiment and ratings. The best companies know that the most effective way to communicate their value proposition is to empower and amplify the voices of their happy customers. The People’s Choice Award recognizes companies whose customers really value the relationship and partnership. “Twenty years ago we lived in a world where hoteliers just used one of the three or four technology systems out there and typically just ended up using whatever system they had heard of before. Today there are thousands of SaaS choices in the market and dozens of great options available for most use cases but the market is moving so quickly that it’s hard for hoteliers to identify and keep track of the best products and companies. This award honors the companies whose hotel customers are the most vocal advocates of their products to make that process easy,” says Hollander. About the 2021 People's Choice Award The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. Early on as a startup, it’s easier for companies to maintain strong customer relationships with a limited customer base. But as a company grows its install base and scales globally, maintaining high customer satisfaction becomes increasingly more challenging. Each year along with individual awards for the top-rated product in each category, Hotel Tech Report recognizes the top 10 most customer-centric global companies in the annual People's Choice Awards acknowledging the achievements of top innovators across all categories who embody the values, transparency, and customer-centricity that lie at the core of truly great companies. View Ranking Methodology>>