‘Contactless’ has been one of the biggest buzzwords of the past year, not just in the hotel industry, but in worldwide commerce. The pandemic forced businesses everywhere to adapt to safer measures and to make an effort to reduce points of contact. Some parts of the world are easing into normalcy, which is obviously welcome news for hoteliers worldwide who are eager to welcome back guests. However, instead of returning to the old normal, how about creating a normal that makes the guest experience better than ever? A recent study by Taxi2Airport revealed some interesting numbers. 58% of travelers would be willing to pay more for paperless check-in. 47% would pay more for access to a 24/7 digital concierge. 58% would rather book a hotel restaurant reservation on their mobile device, rather than in-person. More profitable stay with every guest Studies have also shown that guests are more likely to upgrade in-room amenities throughout their stay if they have the option to do so with their phones. With this knowledge in mind that guests in fact would be willing to pay for these digitalized options, hotels can find clever ways to monetize their app. Even if hotels choose to offer their app for free, there are still ways in which this will ultimately lead to a more profitable stay with each guest. It could be as simple as offering 10% off a meal at your on-site restaurant when downloading the app. Once guests have the app and have the ability to: check out your hotel’s services, view upgrade options, or order room service online, you’ll have a guest who’s far more engaged and more likely to be fully satisfied with their stay. Eliminate the biggest pain point for guests The biggest priority for any hotelier is to ensure their guests enjoy their stay and receive the best possible service from staff. However, it’s difficult to get staff on hand 24/7 to respond to all guest inquiries. And that is the biggest source of frustration for guests. Two-thirds of guests’ biggest complaints stem from staff either being unpleasant to deal with (38%), or there were delays in service (31%). Obviously, technology can’t fix rude staff, only training can do that. However, delays can in fact be dealt with, using the right hotel software. It’s not just about contactless, it’s about convenience It remains to be seen how much contact guests will want with staff in post-pandemic life. However, one thing that’s certain is that hotel apps are convenient for guests. Apps can offer keyless entry (so guests don’t have to worry about carrying/losing a key), check-in and out at flexible times, get in-room service quicker, and much more. Giving guests the power at their fingertips will also give your hotel a better chance to upsell throughout the guest’s stay, as they’ll always be connected with your app. Having your own branded hotel app is something not only your guests will love but will make your staff more efficient and ultimately, boost your bottom line.
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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.
It’s no secret that exciting things are happening in the world of hotel technology, but how do you know when it’s time to upgrade the tech at your hotel? The hospitality market is continually changing. As your guests’ preferences shift and software becomes more sophisticated, you may reach a point where your hotel’s tech stack can no longer facilitate the level of service you expect for your guests. To anticipate these changes, it’s crucial that you invest in a Property Management System (PMS) that can naturally scale with your business, and seamlessly integrate with new technologies. Most importantly, your PMS should be intuitive and efficient enough to allow your staff to focus their energy where it belongs 一 delighting your guests. In this article, we’ll explore the benefits that a mobile and guest-centric PMS can bring to your hotel, like allowing your staff to manage your hotel from anywhere in the world, or giving your guests the option of a completely contactless check-in, directly from their mobile device. We’ll also highlight the key elements of a guest-centric system and show how they apply to some real-world case studies. The Hallmark Features of a Guest-Centric Cloud PMS A guest-centric cloud property management system should embody four key goals: ease of operations, ease of access, ease of scale and connectivity, and ease of profit. In short, your PMS should be unburdened 一 it should empower your staff to deliver your ideal guest experience, not hinder them. StayNTouch CRO, Michael Heflin suggests two great examples of a guest-centric PMS in action, “A luxury hotel can choose to greet their guests with a glass of champagne in the lobby while the staff member checks them in on a tablet or they can offer self check in at a kiosk station that’s tucked away, allowing the guest to be socially distanced.” In addition to streamlining operations, a modern, cloud-based PMS can easily be accessed from anywhere on property...or the planet. Staff members can manage their hotel from any device that has an internet connection, including tablets or smartphones. Guests can also manage their reservations or check-in from their mobile devices 一 even before setting foot in the lobby. A guest-centric PMS doesn’t just provide benefits within your hotel’s walls; it can facilitate connections between your hotel and a whole world of software integrations. From distribution channels like Expedia, Booking.com, and the GDS to payment processors, keyless locks, or reputation management systems, a flexible cloud PMS certainly isn’t just a tool to house reservations 一 it’s the glue that holds all other tools together. “We also make it easier to profit with targeted and automated mobile upsells and features like hourly rates/day use, which make it easier to expand revenue segmentation by utilizing rooms for workspace, private dining, day spas, or any experience a hotelier can imagine. A guest-centric cloud PMS fully unburdens staff, and enables them to deliver the optimal guest experience each and every time so that hoteliers can deliver on whatever guest experience they design,” says StayNTouch’s Heflin. But the benefits of a guest-centric PMS aren’t limited to operations; it can also unlock increased profitability. Such a system can expand revenue streams to include day-use rooms, for example, giving hoteliers new options for private dining, spa services, and meeting or workspaces. How to Know if Your PMS Isn’t “Guest-Centric?” Traditional property management systems are designed to be purely transactional, often charging additional fees for upgrades or add-ons. While this strategy makes short-term sense for the PMS company, it does so at their clients’ expense, by forcing them to pay more for a platform that is less flexible, difficult to use, and difficult to scale. In short, these systems aren’t designed to empower hoteliers. Michael Heflin offers practical advice for rooting out antiquated systems, “You can see a similar approach in the design of many legacy systems. Running off of a desktop terminal, they often feature a user interface which is clunky and outdated. This distracts hoteliers from their guests in two ways: First, because the UI makes it difficult to complete even simple administrative tasks, the staff member must spend more time buried in their screen to serve their guests. Second, running a PMS on a desktop on a stationary front desk prevents hoteliers from moving around and serving the guests where they are. In this sense, legacy PMS systems are literally distracting the hotelier when they try to engage with their guests, while placing physical barriers between the guest and hotel staff.” Legacy systems are clunky and slow. They distract your staff with outdated interfaces that complicate even simple tasks, so they spend more time buried in their screens and less time actually interacting with their guests. In addition, a legacy PMS running on a desktop computer literally erects a physical barrier between staff and guests. When a hotelier is confined to a centralized front desk, they can’t meet their guests where they are, but instead force guests to wait in line to have their requests handled. A mobile, guest-centric PMS, on the other hand, frees staff members to provide excellent service anywhere on property. And because the system features a colorful, intuitive user-interface, as well as advanced automation, it requires less time and attention to complete tasks. Identifying a Guest-Centric PMS in a Sales Pitch Many PMS platforms claim to be “best-of-breed,” but they might not be truly guest-centric. To determine whether a PMS offers the functionality you need, you’ll want to verify four points during the buying process: First, if the PMS advertises itself as “cloud-based,” but isn’t native cloud, then that means it’s just being lifted from its on-premise environment and migrated to the cloud. That isn’t true cloud 一 and the software will suffer in terms of performance and reliability. If it takes over 2 minutes for a staff member to complete a check-in, then the product isn’t intuitive and isn’t designed to enable a seamless check-in. If you are not able to give your guests the option of a contactless check-in, or a chance to personalize their stay through their smartphone, or give your staff the flexibility to move beyond the front desk to service your guests, then it’s not a guest-centric PMS. Finally, if the PMS can’t seamlessly connect to all of your core systems and allow you to build nuanced and dynamic guest profiles, then your system is neither connected, nor is it guest-centric. Your PMS isn’t just “another app” 一 It’s the heart of your hotel’s technological ecosystem, and your decision has critical implications for your guests, employees, and profitability. A great PMS is like the mission control for your hotel’s operations and the core of your on-site technology, and it should put the power in your hands to deliver your version of the ideal guest experience. The Future of Property Management Systems The post-pandemic hospitality market will be marked with both challenge and opportunity. In the next five years, we can expect vast changes in the hospitality market. Mr. Heflin elaborates: “In the next five years, we can expect hoteliers to fundamentally reimagine what it means to be a hotel, and capitalize on emerging markets such as co-working and extended stay. Also, offering guests self-service options will be a necessity rather than a nice to have or a trend for the moment.” In order to capitalize on these trends, however, you need a PMS with the flexibility to leverage the latest technology. StayNTouch makes it easy to scale and connect with third-party solutions with open-APIs, seamless integrations, and regular free system upgrades. As your hotel evolves, your PMS should be able to evolve with you and allow you to deliver the type of service the modern guest wants. Exciting PMS Features to Look for Property management systems have so many features, but what less-common functionality should you look for to add value to your property? Hourly rates: Hourly/Day Use functionality lets hotels leverage entirely new market segments and reimagine the relationship with their guests. Although originally developed for airport hotels serving travelers experiencing extended layovers, the possibilities of hourly bookings are endless: For example it can also be used to monetize co-working programs for teleworkers, to make day spa reservations, or it can repurpose rooms to create an exclusive, socially-distanced dining experience. Contactless check-in: Across the board, traveler preferences have shifted toward contactless services over the last year. Ideally, guests should be able to check in to their room from their smartphone or a self-service kiosk, then further customize their stay through upgrades, amenity or restaurant reservations, or monetized early check-in or late check-out. Simplified webhooks: Webhooks are enhancements to an open-API architecture that lets them find the exact piece of data they need, in near real-time. To use the old analogy: While a traditional API would spend time combing through a haystack, a webhook would be the thread leading directly to the needle. This allows for highly nuanced and personalized integrations in close to real-time, without burdening the system’s processing ability. Hospitality Brands that Maximize their Use of Software The “ideal guest experience” is different at every hotel, since each property is unique. That’s why it’s important to have a PMS that allows you to shape the guest experience to meet your goals. Let’s take a look at three hotels who used StayNTouch’ PMS functionality to create unique experiences: The TWA Hotel, located at JFK Airport, serves many travelers who book hourly-rate rooms during layovers or delays. Using their PMS’s hourly-rate functionality, the TWA Hotel can manage rates, operations, and reporting at the hourly level. This level of customization lets guests pay for only the hours they need; therefore, the hotel can maximize its inventory. Mint House at 70 Pine focuses on remote professionals working in New York City’s Financial District. Through their PMS, the property can sell rooms at an hourly rate, which is an attractive offer for individuals who need a place to work for a few hours or virtual businesses who need meeting space for events. With its green, open-layout design, ZoKu Amsterdam offers both extended stay options and spaces for socializing and coworking. Zoku created a welcoming and efficient check-in process that includes both mobile check-in and self-service kiosk options, so guests can customize their arrival experience. What to Expect When Switching to a Guest-Centric PMS Switching to an entirely new system can be daunting, and you want to make sure the risk is worth the reward. A guest-centric cloud PMS can have a significant impact on your property - in many positive ways. For example, you’ll notice faster adoption of the system by your staff. It is user-friendly and intuitive, so it takes less time to learn how to use it. A smooth check-in experience can also shave time off the check-in process and increase adoption of self check-in options, whether on a smartphone or a kiosk. A guest-centric PMS should also reduce costs; a modern system shouldn’t charge extra fees for integrations, server maintenance, or updates. And another notable change should be a boost to your ROI; through automated upgrade or amenity offers, you can realize incremental revenue with little additional spend. But above all, you can expect your new, guest-centric PMS to eliminate any distractions or roadblocks to excellent service: “Technology should be there to enable and amplify the experience a hotelier envisions and should always keep the guest at the focus of that experience,” Mr. Heflin explains. When you consider your next technology partner, keep in mind Mr. Heflin’s point that, “personalized service will be more important than ever, and that makes platforms that empower personalized service that are much more critical to long term success.” Ultimately, great technology, and specifically a great PMS, should facilitate exceptional service and empower hoteliers to deliver on their promise of an exceptional guest journey. This content was created collaboratively by StayNTouch and Hotel Tech Report.
Today’s traveler can book their flight, reserve a stay, and even unlock their guest room via apps on their smartphone - but what about ordering a burger at your hotel? In a recent survey, 47% of travelers say they would be more likely to order room service or dine-in a hotel restaurant if mobile ordering were available. Overall, guest preferences are increasingly shifting towards contactless options, there’s no better time to implement an online ordering system for guests. In fact, 87% of Americans who use food delivery apps say that mobile ordering technology has made their lives easier. That convenience also translates into direct P&L impact where mobile ordering is proven to boost average order values. The best part is that the world has gone appless meaning that your guests can place orders directly in your hotel's POS system without ever downloading an ordering app onto their device. Guests anywhere in your hotel’s ecosystem should be able to order with a few clicks whether they’re at the restaurant, pool, in-room, on the beach, or even the golf course. While mobile ordering might seem like a no-brainer, choosing the right restaurant or room service ordering system can be a daunting task. In this article, we’ll walk you through the essential steps to follow as you research and ultimately implement a system that’s best for your unique property. Let’s get started! Develop an Initial Business Case for Online Orders at Your Hotel or Restaurant Before making changes to your tech stack and SOPs, it’s crucial to ensure all key stakeholders are on the same page. The first step in implementing a mobile ordering system is to actually clarify why - and if - you need one. Set up a discussion with anyone involved in the decision, including not only restaurant managers, servers, and the F&B director, but also representatives from the front office (who will undoubtedly need to answer guest questions about the system), the finance team (who will handle a new billing process), and IT (who will help to implement the system). “Working more than 100 of the leading hospitality brands like Marriott, Hilton, and Intercontinental we typically find that modern hospitality businesses demand a lightweight solution to sell food and beverage offerings on guests’ own devices. Operators are looking for app-less solutions that don’t require downloads and they are demanding rapid low-cost rollouts,” says RoomOrders CEO Eugene B. Jones. In this discussion, you’ll want to refine your goal: why do you want a new restaurant ordering? And why now? It’s also worthwhile to discuss the pros and cons of your current technology vendors to get a sense of existing pain points and opportunities for improvement. Want to educate yourself further before speaking with your team members? Check out the 2021 Guide to Mobile Ordering Software. Set Measurable Goals Prior to Engaging Potential Technology Vendors How will you know if your mobile ordering system is delivering the results you want? Setting measurable goals is one of the most important steps as you explore mobile ordering at your hotel. Your goals should include a specific target and a timeframe in which you want to reach them. For example, is your primary goal to increase average order value? Maybe you set a goal to grow order value by 50% in the next six months. Perhaps you want to decrease room service response time by 80% over the next quarter. Or you might want to boost overall restaurant order volume by the end of the year. According to Mr. Jones, RoomOrders increased in-room dining checks by 40% at the Hilton Boston Downtown and 122% at the Hilton Sydney. It’s important to set aggressive yet attainable goals based on the success of similar properties. Gather Data to Understand Your Restaurant KPI's Prior to Mobile Ordering Now that you have your goals, how will you know when you meet them? Before implementing a new system, make sure to gather benchmark data related to the goals you’ve set. If you plan to increase your average order size, then you’ll want to pull a report showing your current average order size - and maybe average order size over the last year or two so you can understand seasonal fluctuations. As you gather this data, create a list of your other software partners (like your PMS or POS) that would require integrations with the new restaurant ordering system. Ideally, data from the restaurant ordering system would flow seamlessly into your existing tech to make reporting a breeze. Build a Vendor Shortlist of the Best Restaurant Online Ordering Systems Once you’ve established the goals you want to reach and have gotten buy-in from all of the relevant teams, the real research begins. By reading user reviews, case studies, and articles written by industry experts, you can get a good picture of the mobile ordering system landscape. You can also uncover some nuggets of information from your own network; hoteliers who have implemented ordering systems for their own restaurants can be great resources to answer any questions and provide references. “When choosing between vendors you’ll want to test ordering functionality to ensure the best possible user experience for guests. You’ll also want to compare business models and forecast fees based on various levels of income. For some hotels, a flat subscription is preferable and others prefer a per-transaction fee to align incentives. You’ll also want to explore back-office functionality and reporting capabilities to optimize your business mix over time.” said Jean Baptiste Pigeon, a 37-year veteran hotelier, who has led IHG branded properties across Europe, Asia, Middle East, and Africa, and now advises RoomOrders. As you conduct research, you’ll find that different systems offer some different features and functionality. It’s helpful to create a list of features you want and score them based on importance. With this priority list, you can objectively compare the specs of various systems to determine whether they might be a good fit for your hotel. Features to consider include: Online menu content management system Mobile payments Upselling and add-ons QR code scanning Analytics and real-time reporting PMS and POS integrations Credit cards and online payments Mobile app download required Guest facing ordering experience Kiosk ordering solution add-ons like iPads or Android tablets Ready to start your shortlist? Head to our list of the 10 Best Mobile Ordering Software Vendors. Participate in Demos and Get Price Quotes Once you've studied up on the category, the best way to determine whether a system is right for your hotel and your needs is to compare different systems. As you narrow down systems of interest, you’ll want to schedule demos and see the software tools in action. During demo sessions, keep an eye out for a few things: User experience: Is the interface user-friendly? Is it easy to learn how to use the system? You certainly don’t want your new restaurant ordering system to make your restaurant service slower. You'll also want to make sure it's easy for guests to order and checkout on their devices. Data reporting capabilities: What analytical features does the system include? How can you pull reporting that shows your average order value, order volume, response time, and other key metrics? Without reporting, you won’t know if you’re meeting your goals, so this functionality is critical. Ease of updating content: How easily can you change the price, description, or photo associated with a menu item? What about controlling which menu items show in certain timeframes through the day? You’ll want a system that allows for as much flexibility as you need - and makes it easy to perform updates to keep your menus current. Customer service: Where do you go for help? Will you receive a dedicated account manager? Is there a 24/7 support hotline you can call? Or is customer support limited to a ticket queue? Based on your hotel’s needs, you might want to look for systems with more hands-on support. Look for HotelTechReport’s Customer Support Certification badge for confidence that the system offers solid options when you need assistance. At this stage, you’ll also talk about monthly fees to determine which system makes the most sense for your budget. Some systems operate on a monthly subscription model, while others charge a commission (either % of revenue or a flat fee per order). Take the time to model out the pricing for your restaurant over the next year or beyond; how much commission would you pay if you achieve your revenue growth goals? How much would you pay in subscription fees? Knowing how much you’ll pay over time can help you make a future-proof decision. “Our main consideration was the level of commitment and risk involved before we could witness significant improvement in our operations and guest experience,” said Food and Beverage Director at the luxurious Hotel Fairmont Rey Juan Carlos I in Barcelona, Angelo Vassallo. “We decided upon a solution [RoomOrders] that offered enterprise software with free implementation, zero investment costs and immediate results, as well as no lock-in contracts.” Finally, as you close in on that ideal software, make sure to test it out in the wild. Ask for a demo account, then ask real guests to take it for a test drive. By watching guests place orders and listening to their feedback, you can get a sense of the system’s true benefits and costs. Do guests find it confusing? Does the system encounter a glitch? Or is it totally effortless? Even the most feature-packed system can hurt your restaurant’s performance if it’s not truly user-friendly. Ready to start your search for a restaurant ordering system? Check out our list of the 10 best mobile ordering systems for hotels based on verified reviews from your peers. This content was created collaboratively by RoomOrders and Hotel Tech Report.
As the pandemic continues to bring uncertainty to the travel industry, we know one thing’s certain: technology is a key partner for hotels that want to make creative changes to their operations to not only survive but improve the guest experience (and maybe even the bottom line!) during these trying times. While today’s innovation might be driven by necessity, running a tighter ship will deliver positive change in the long run. Utilizing technology effectively now, with a focus on positive guest experiences and efficient operations, can greatly benefit hotels that choose to take advantage of it for years to come. To better illustrate how technology provides the “building blocks” for innovation in the hotel space, ALICE Creative Director Sean Cohen spoke with Richard See III from the San Luis Resort properties in Galveston, TX. Richard oversees room operations at the group’s three hotels, including the San Luis Resort, Spa & Conference Center, the Hilton Galveston Island Resort, and the Holiday Inn Galveston Beach Resort. Curious to hear about some real-life examples of using technology to build better guest experiences and more efficient operations? Let’s dive in. Driving Guest Engagement From a Safe Distance If you want to better engage with guests, your hotel needs to communicate via their preferred method. And for an increasing number of guests, that preferred method is text messaging. We all know how emails can get lost in the shuffle, not to mention how they can come off as spammy, so text messages provide a quick, concise way to get your point across. A technology partner that supports both text and email communication, such as ALICE, can not only help you communicate important information but also engage with guests in fun ways. At one of Richard’s properties, during their annual Halloween pumpkin contest, guests could cast their votes via email or text message. Nearly 130 guests participated - but only 2 submitted votes via email. Text messaging was by far the most effective way to engage. Contests are just the tip of the iceberg; with a reliable communication platform that supports text messages, you can build upon guest relationships in a plethora of creative ways. Identifying Issues On Property Despite Low Staffing Levels Does your hotel have a chronic air conditioning problem? Or noise during the night? If you’ve never heard about issues like these, that doesn’t mean they aren’t there. Using a technology partner that houses all guest communication can help you uncover issues at your property potentially unknown to management and, once fixed, improve the guest experience. As Richard says, “Before ALICE, our information was not being captured and processed efficiently. Now if we need to locate an issue, we can simply reference ALICE, the data is there. ALICE allows us to see and solve problems in real-time.” Data tracked and exported from a system like ALICE provides the necessary statistics to determine issues that need resolution - and just how prevalent those issues might be. Without a digital record of these guest complaints or interactions, it’s nearly impossible to determine the frequency and severity of such issues. Ensuring Accountability with Less Oversight Since platforms like ALICE track every interaction, case, and task assignment, employees can hold true accountability and see each case through to completion. When a task or case involves multiple employees or departments, it’s easy for things to fall through the cracks. But if the task is housed in a digital platform, visible to the entire team or departments, this extra transparency helps to ensure nothing is missed. As Richard states, “we love that ALICE emails the original creator of the ticket once the issue has been resolved. That way the team members involved can be certain that the case was completed.” Enabling Employees to Onboard New Skills as Managers Flex Staffing Levels Technology isn’t just a partner in building a more efficient hotel; the right technology platforms can also help you flex staffing levels and employee skills. ALICE’s platform, for example, allows internal users to assign tasks to certain departments and employees. At one of Richard’s San Luis hotels, the task of placing a room amenity like a “happy birthday” card is typically assigned to the concierge department. However, if any tasks need to be transferred between departments, ALICE makes the transition smooth. Within the ALICE dashboard, any necessary task reassignment is as easy as clicking a button. Similarly, public area attendants would typically receive task assignments related to keeping the lobby clean, but with less traffic in the lobby and a scaled-down housekeeping team, housekeeping managers would reassign tasks like bringing extra towels up to a room to public area attendants. The entire process was as simple as a few mouse clicks; public area attendants would see these new tasks in their regular task dashboard. Quickly Pivoting Operating Models and SOPs During the pandemic, many hotels needed to make tough operational decisions. At Richard’s Hilton property, they decided to consolidate their housekeeping staff with the neighboring San Luis Resort. In a typical hotel, without a technology partner, an operational shakeup like this could be a nightmare. But with ALICE in place, the transition at Richard’s hotels was actually quite seamless. He describes: “Using San Luis as our home base, we were able to dispatch tasks and manage both hotels with one housekeeping department. Having ALICE at our disposal made task management much easier because we were able to forward the housekeeping requests from the Hilton property to [the San Luis]. As Hilton guests called down from their rooms, we added the tickets in ALICE, which then alerted staff members at The San Luis next door. [If we didn’t have ALICE], an extreme shift like this would have likely been flawed.” Of course, we certainly don’t want any hotel to be in the situation of needing to let go of a department, but as Richard’s example shows, even in tough spots technology can provide the building blocks your hotel needs to survive. As we look toward the future of hotel operations, technology is the backbone of exciting trends and ideas that will shape the guest experience going forward. Hotels that embrace technology will be the ones to transform their operations using the high-tech to their full potential - including some creative, out-of-the-box use cases like we’ve illustrated here. This content was created collaboratively by ALICE and Hotel Tech Report.
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!
It seems like you can order anything with a few taps on your phone these days: a ride from Lyft, groceries from the local supermarket, and those things you didn’t know you needed from Amazon. Hospitality businesses like restaurants and hotels are quickly jumping on the mobile ordering bandwagon, a trend that has been accelerated by the pandemic. An estimated 70% of Americans now use food delivery apps, and 87% say mobile ordering has made their lives easier. Many restaurateurs also have found that their revenue and average order size grew after implementing mobile ordering and by taking advantage of partnerships with rapidly growing apps and delivery services like Postmates, UberEats, and DoorDash. What can you learn from hotel chains like Hilton and dining establishments like McDonald’s and Starbucks that have strategically adopted mobile ordering? These brands have figured out how to streamline the ordering process, increase average order value, drive brand loyalty, and more. In this article, we’ll share their secrets to mobile ordering success so that you can find opportunities to push your own ordering technology toward the future. Lesson #1: Hilton Properties Understand that Mobile Ordering is the Key to Improving Average Order Value Many hotels still place paper room service menus in their guestrooms and accept room service orders over the phone. For tech-savvy guests, that ordering process can feel as out-dated and clunky as pulling out an atlas instead of opening your Google Maps app. In an effort to boost room service revenue and operating efficiency, the Hilton Boston Downtown partnered with mobile ordering app RoomOrders. With the app in use, the hotel could eliminate those in-room menus and realize a slew of benefits, although it did take a few days to set up the app, input menu details, and take photographs of the menu items. Within a few months, the hotel increased its order value by 30%, reduced the rate of order errors, and delivered an overall better guest experience. And, most importantly, the data provided by RoomOrders helped the Hilton Boston Downtown measure exactly what results mobile ordering delivered. Lesson #2: Don’t Build Your Ordering App in House - Just Ask McDonalds It can be tempting to want to build your own custom ordering system in-house, but even major brands have grappled with operational challenges as a result of developing their own tech. In most cases, the better option is to work with an expert who can share a wealth of experience in the mobile ordering space. Though McDonald’s is known as a leader in efficiency, the restaurant chain should have realized its core competencies lie in cooking - not coding. Instead of incorporating an existing mobile ordering app, McDonald’s developed their own, and it led to chaos at their restaurants. As the app rolled out in 2016, employees were required to handle more tasks and adjust to a new service flow, which increased the average wait time. Some employees decided to quit rather than take on more work for the same pay. If McDonald’s had collaborated with a company that specializes in mobile ordering, the rollout could have enhanced the guest experience (and employee morale!) instead of hurt it. Lesson #3: Dominos Used Mobile Ordering to Grow Loyalty (and their Competitive Moat) In a mobile ordering landscape dominated by a few big names - UberEats, Doordash, and the like - Domino’s has doubled down on its efforts to build guest loyalty through its Piece of the Pie program. A key reason for restaurants to encourage customer participation in loyalty programs is to gather their data, like their name, order history, and preferences; a restaurant receives very little information about a customer who orders through a third-party app. All of Domino’s mobile orders go through their own platform, rather than third-parties like UberEats, giving them a competitive advantage over other restaurants that rely heavily on such channels. It’s easy to understand why customers would choose Domino’s mobile ordering app over a third-party; Domino’s has launched AI-powered forecasting and GPS driver tracking so customers get updates on their order with 95% accuracy. Customers can even order with voice technology through their Amazon Echo or Google Home. Plus, the Piece of the Pie loyalty program lets customers earn points on every order and redeem points for free pizza. What could be better than that? Lesson #4: Starbucks Case Study Shows that Mobile Ordering Brings in New Customers If you feel the urge to return to Starbucks again and again, it’s probably not just because of the coffee. Starbucks’ mobile app hooks customers with its user-friendly interface, and the Starbucks Rewards loyalty program allows customers to collect stars that they can redeem for freebies. When placing a mobile order, Starbucks customers can completely customize their beverages, from the temperature to the number of pumps of flavor syrup. The app can remember your preferences and favorite orders, so each order feels personalized. Since the mobile ordering at Starbucks launched in 2016, the company has worked out the kinks and eliminated bottlenecks so the mobile ordering process is nearly seamless today. As a result of Starbucks’ investment in their mobile ordering system, almost 25% of their orders in Q4 2020 were placed on mobile. And overall order volume continues to grow: "Almost all of our same-store sales growth is from those customers that we have digital relationships with and those that are in our Starbucks Rewards program," Starbucks CFO Scott Maw said at a JPMorgan forum in March 2018. Lesson #5: Chick-Fil-A Uses Mobile Ordering to Surprise & Delight If mobile ordering seems like a necessary evil in today’s hospitality world, Chick-Fil-A proves that mobile ordering can actually enhance the service experience. Rather than simply an order-placing method, Chick-Fil-A uses mobile ordering to surprise and delight their customers. The Atlanta-based company hired an alum of Google and Facebook to head their Digital Experience efforts, and in June 2016 the Chick-Fil-A app launched. To celebrate the milestone, everyone who downloaded the app received a voucher for a free sandwich. The freebies continue even though the app is no longer so new and novel. In addition to earning points that can be redeemed for free food, Chick-Fil-A’s app surprises customers with unexpected freebies. It’s the digital equivalent of comping a customer to thank them for their patronage, a practice that Chick-Fil-A didn’t want to lose in the era of smartphones. Want to know more about mobile ordering in the hospitality industry? Ask via live chat or reach out to firms like RoomOrders who are experts in the space and have already perfected the technology or download the free Official 2021 Guide to Mobile Ordering Software for Hotels. This content was created collaboratively by RoomOrders and Hotel Tech Report.
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>>
Hotel Tech Report has announced winners in the 2021 HotelTechAwards, based on more than 10,000 hotel software product reviews contributed by verified hoteliers during the competition. Winners are selected based on key performance metrics including product popularity, customer satisfaction, integration compatibility, customer support quality, and more. Winning a HotelTechAward is the highest achievement in the hotel technology industry. “In the midst of a global pandemic, 318,466 hoteliers visited Hotel Tech Report from every corner of the globe contributing 10,227 verified new product reviews during the 3-month awards period to share insights about their favorite tech products to run and grow their businesses. It has been inspiring to see this massive wave of hoteliers sharing technology insights and product recommendations,” says Jordan Hollander, CEO of Hotel Tech Report. “This is the most comprehensive dataset around hotelier preferences ever developed and it gives unprecedented insights into tech trends for hotels during a pivotal moment in history. Winning a HotelTechAward is a huge feat with the 2021 competition being the most competitive year ever. Every company on this list should be extremely proud of what they've contributed to the growth of the hotel industry.” During the HotelTechAwards, hoteliers from the world's leading hotel companies review the top tech products used at their hotels to increase operating efficiency, drive revenue, and improve the guest experience. This data is used to identify the best hotel tech products and organizations. "The HotelTechAwards are the only prize in the industry that is completely and transparently customer-driven — it's the hoteliers that decide who is best, and it's their opinion that matters most." Gautam Lulla, CEO at Pegasus. "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value.” - Sankar Narayan, CEO at SiteMinder “This honor has deep, personal meaning as it is decided upon by our clients and represents our passion and focus for providing the most sophisticated revenue technology and comprehensive support.” Dr. Ravi Mehrotra Founder at IDeaS “The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year.” Alex Shashou, Co-Founder at ALICE “HotelTechReport is the leading platform for technology in the hotel industry, and its meticulous and impartial verification process makes this one of the most prestigious awards.” Moritz von Petersdorff-Campen, Co-Founder at SuitePad The competition spans core areas of hotel software & technology: marketing, revenue, operations, and guest experience. 2021 Voting included participation from major hotel groups including Four Seasons, Hilton, Marriott, Accor Hotels, Hyatt, Intercontinental, Rosewood, and thousands of independents. "We originally created the HotelTechAwards as a democratized way to help our fellow hoteliers quickly determine best of breed vendors based on data they can trust and the scope of the competition this year is a testament to how far the industry has come in the last decade. The HotelTechAwards rating process is simple, transparent, and unbiased--judging is based on time tested ranking factors, publicly available data, and crowdsourced insights from verified hoteliers who have hands-on experience with each product.” The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and winners were selected from the top technology products around the world. The HotelTechAwards are the industry's only data-driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised of thousands of verified hotel technology users across more than 127 countries. Best Hotel Software Companies List >>