With simultaneous rising labor costs and stubbornly high turnover, hotel housekeeping remains a top challenge facing the industry. According to STR’s 2019 HOST Almanac, a compilation of operating statistics of more than 5,000 U.S. hotels, 2018 labor costs tallied an estimated $70 billion. As a percentage of total revenue, the median full-service hotel spends 30 percent, while limited-service hotels spend 22 percent. And that number is only going up. The U.S. Bureau of Labor Statistics reported a 3.2 percent increase in hourly wages for non-supervisory works in the accommodations business at the end of 2018. At the same time, job openings are also near record-highs: per the BLS, the hospitality sector had more than 900,000 job openings. And that’s despite the wage increase! On the supply side, labor shortages are likely to worsen as hotel pipelines continue to grow. STR reported nearly 18 percent growth in global hotel inventory during the decade between 2008 and 2018 while CBRE’s December 2018 edition of Hotel Horizons accessed a 1.9 percent net increase in U.S. hotel supply in 2018. More hotels are competing for fewer capable employees. This labor crunch is especially acute in the housekeeping department. Adding fuel to the fire, immigration laws are tightening in primary markets like the United States and in parts of Western Europe. To do more with less, hotels must deploy housekeeping software that streamlines housekeeping’s day-to-day tasks while still maintaining strict brand standards. “The use of such software is dramatically speeding up the process of turning rooms over, leading to lower costs and higher revenues.” -HTR’s Housekeeping Management Software Buyers Guide With technology, time-consuming tasks, such as creating housekeeping schedules, tracking room attendants’ progress, and adjusting to changing requests in real-time, are much simpler. Staff carry mobile devices, which centralizes communications and optimizes routes in real-time throughout shifts. In short, housekeeping software expedites housekeeping operations, captures data to continuously improve performance, and makes your hotel more organized than ever. Here’s what to look for as you start evaluating housekeeping management software vendors. What to look for in housekeeping management software When evaluating the best housekeeping management software for hotels, here's what to look for at a higher-level: Mobile-first. A non-negotiable. Mobile-optimized applications ensure that your staff can do the work whether they are on property. Reporting. Accurate, timely, and useful reporting ventures your teamIs optimized for performance. Find a solution that gives you the visual reports in formats that work best for your team. Automated room assignments. Manually assigning rooms isn’t efficient, especially for routine cleans. Look for automation to eliminate wasted work. Intuitive user interface. Tech that isn’t easy for everyone to use will cause more headaches than its worth. Focus on usability so that your staff needs less training on the software. Plenty of integrations. Your housekeeping management software will be severely hobbled without the appropriate integrations. Be sure that any solution you select integrates with your existing property management system! With clearer visibility into the hotel’s day-to-day operations, owners and operators can also make more informed decisions to improve their bottom lines. To help you decide which tool to select for your hotel, here are the 6 housekeeping tech tools that have hoteliers talking. Popular housekeeping software vendors 1. Quore Cleaning Plus Quore’s Cleanings Plus software has been named the top Housekeeping Management Solution for two years running in the HotelTechAwards. This was its second consecutive year at the top spot, likely influenced by the fact that the tool is used at more than 3,600 properties across 80 brands in 29 countries. With Cleanings Plus, housekeeping managers can record and view room updates and also schedule, manage and track cleanings and inspections. Additional functions include analysis of individual and department-wide performance trends as well as the ability to immediately report work order requests. Rooms can be assigned by cleaning type and a virtual breakout board can be created in the app for everyone to view. Room attendants also have the capability, via mobile access, to make relevant updates on their end. As one HTR reviewer pointed out, much of the data is retained so hotel management can go back and reference it without the hassle of having to physically store older information. “[I like] having so much in one program and the ability to keep so much historical data without keeping paper files,” he said. Notable feature: The software is available in 22 languages so staff can communicate in their native tongue. This is a fantastic way to improve productivity and staff engagement, not to mention stronger guest satisfaction when they communicate in their native tongues as well. Quore is the #1 rated housekeeping app by hoteliers on Hotel Tech Report. What clients say: Quore is extremely popular with branded properties in the U.S. and is highly recommended by 95% of its users. Clients rate Quore 4.8/5 for ease of use and 4.7/5 for customer support making it the most highly recommended software in its category on Hotel Tech Report. 2. ALICE Housekeeping Hotel operations platform ALICE debuted its latest evolution in June (check out our exclusive coverage), a housekeeping solution that enables direct and immediate communication between individual members of housekeeping staff as well as between housekeeping and all other hotel departments. The platform can directly reduce a hotel’s labor costs by at least 10 percent, and the company says it saves an average of four minutes in cleaning time per room. The platform is wholly customizable, with a tool kit that includes: A dashboard-like feature that gives housekeeping managers a comprehensive overview of their department’s operations, from room attendant assignments and task sheets to room clean status, special requests and personalized guest details. The ability for managers to automatically prepare staff task sheets and balance assignments The ability for room attendants to track their cleaning progress and immediately report any unexpected issues The new housekeeping software solves for two critical pain points that typically drive up hotel operations costs. ALICE Housekeeping reduces training time for new hires by replacing the numerical code-based systems with icons and colored labels to indicate tasks and other messages. It also directly connects front of house and back office teams, the software drives a 60 percent reduction in radio and in-person communications. Notable feature: The platform can also alleviate housekeeping managers of the daily and time-consuming burden of accessing the day’s room inventory and subsequently assigning available staff to occupied rooms and rooms in the midst of turnover. ALICE Housekeeping has an algorithm for that. Just hit the “auto-assign” button –or override it for manual control. ALICE is the #2 rated housekeeping app by hoteliers on Hotel Tech Report. What clients say: ALICE is popular with boutique properties around the world, and comes recommended by 97% of HTR users, ranking Number 2 in popularity. 3. Flexkeeping Flexkeeping’s housekeeping feature is purpose-built to keep housekeeping staff up-to-date, rooms clean, and workflows organized. Since the platform provides an intuitive home for housekeepers, there are fewer miscommunications and far less confusion. In fact, hotels that use the app have an average of 70 percent fewer disruptive phone calls to housekeeping. With a clear overview of rooms that need servicing, housekeeping managers can dynamically assign available staff, with the added ability to confirm room cleanliness instantly and manage other duties such as turndown service and minibar refills. On the housekeepers end, the app has clear checklists and integrated messaging to keep on top of quality and recent requests. Get a free Flexkeeping demo The app also offers an inspection checklist for quality control in addition to a translation feature to accommodate non-English speaking staff. Flexkeeping allows for integrations with several Property Management Systems (PMS) including Oracle Hospitality OPERA Cloud Services, Mews Systems, Cloudbeds Myfrontdesk and protel. The app is described by one hotel manager as “simple to use and very helpful.” Notable feature: The Flexkeeping interface is colorful and clear. It’s easy to see at a glance which rooms have been tended to and which ones still need attention. With this interface, managers can be more efficient and spend less time on room assignments and more time on quality control. Flexkeeping is the #4 rated housekeeping app by hoteliers on Hotel Tech Report. What clients say: Flexkeeping is recommended by 98% of reviewers on HTR. Users rate its ease-of-use and support highly, as the platform is simple and helpful, allowing users to fix issues quickly. 4. RoomChecking With both intuitive mobile and desktop applications, RoomChecking directly connects to a hotel’s PMS, with dozens of integrations available. The platform streamlines communication between housekeeping, maintenance the front desk and management so that operational tasks can be expedited and tracked. As one HTR reviewer explained “all employees use the same software (room attendant, maintenance, front office, F&B).” But the same user also noted that load times can sometimes be long. RoomChecking’s housekeeping product is equipped with a mobile app for room attendants and another for supervisors inspecting rooms as well as schedule planning and a function to convey housekeeping changes in real time. The software also warehouses all cleaning and inspection records. As far as cost, implementation fees range between $1,000 and $2,500, while the monthly subscription cost is around $3 per room on a monthly basis. Get a free RoomChecking price quote Notable feature: RoomChecking has standalone apps for different parts of your business. With its Cleaner, Inspector, and Runner apps, each role has specific tools at its disposal, while still benefiting from communication across the different applications. RoomChecking is the #6 rated housekeeping app by hoteliers on Hotel Tech Report. What clients say: RoomChecking’s housekeeping product comes in at Number 6 on the HTR popularity index; 96 percent of reviewers recommend the product. The software’s highest overall rating was for ROI, scoring 4.7 out of 5 with ease of use following just behind at 4.5 of 5. The platform was given a score of 4.2 of 5 for support and 4 of 5 for implementation. 5. HotSOS Housekeeping (by Amadeus) HotSOS Housekeeping’s purpose is threefold; the app prioritizes the process of guestroom cleaning, digitizes the guest room inspection process; and virtually mobilizes management of the housekeeping department. In 2016, it saved hotels $166 per room. More specifically, the launch of HotSOS Housekeeping throughout one hotel client’s property resulted in a 14 percent increase in productivity and a total labor savings of $136,000 annually. HotSOS was one of the earliest housekeeping products brought to market and has the largest install base. The drawback of going with the largest player is usually legacy that comes with scale. When a software is widely used it can be hard to change this drastically without alienating users. For HotSOS one major drawback is the code based system used which can be confusing for room attendants who haven’t yet memorized the platform and have lots else on their minds. The benefit of this system is that it’s widely used so many experienced room attendants will be familiar with it from a previous property. Another client, the 159-room Prince de Galles hotel in Paris signed on with HotSOS Housekeeping when an insufficient inventory of clean rooms upon guest arrival became a chronic issue. Room attendants had to located by radio or physically in order to be updated on last-minute changes and new cleaning priorities, leaving supervisors with little time for department management and room inspections. To solve this, HotSOS Housekeeping provided the team with an automated solution for consistent communication in real-time. The consistency pushed cleanliness scores higher, as the hotel’s Director of Housekeeping said: “Our GEI scores for 2016 show a 2% increase in guestroom cleanliness and a 5% increase in guestroom condition since 2014. Having more time to spend on guestroom inspections and the ease and efficiency in reporting deficiencies in real time, have helped improve our guest ratings.” Notable feature: HotSOS’ focus on service optimization includes an automated dispatch feature that pushes operational and guest requests to the right person instantly to reduce wait times and increase efficiencies. HotSOS is the #7 rated housekeeping app by hoteliers on Hotel Tech Report. What clients say: 96% of reviewers would recommend HotSOS, which is used across hotel categories, with reviewers appreciating fast housekeeper responses and the customizable reports. 6. OPTii Solutions OPTii streamlines housekeeping operations by optimizing room-attendant path of travel and reducing manual communications by at least 60 percent. This housekeeping software can automatically estimate cleaning times to predict, manage and optimize housekeeping schedules in real time, allowing managers to automate the vital tasks of creating daily schedules. On average, hotels that use Optii see up to 500 percent within just months of implementation by reducing housekeeping labor costs up to 18% and increasing productivity up to 24%. Additionally, OPTii gives managers the ability to identify room status as it pertains to housekeeping, including those ready for inspection. Managers can also view room attendant progress, for real-time insight on how well each attendant stays on, ahead or behind schedule, how quickly they’re completing rooms and how many rooms each attendant has completed at any given time during their shift. Notable feature: OPTii also has in-depth reporting capabilities that can compile metrics and analytics to generate 15 different reports. These reports can be personalized to deliver a quick-and-easy way to stay on top of your team’s performance trends. OPTii is the #8 rated housekeeping app by hoteliers on Hotel Tech Report. What clients say: The product is recommended by 72% of HTR reviewers and scores 3.8 of 5 in both ease of use and support. A number of users also commented that they would like to see an option to delete and edit notes or the addition of a real time messenger system so that housekeepers can instantly be notified of reservations changes.
Hotel Operations Software Articles
1. FOSSE creator Dave Berkus uses lessons from history to predict the future of hotel technology Listen now > 2. Freehand Creator and Angel Investor Roy Alpert on Using Technology to Create Revolutionary Hotel Brands Listen now > 3. Former Sabre Strategy Chief: Hotel Tech in Emerging Markets, Cyber Security in the Hotel Industry and the Future of GDS Listen now > 4. Cendyn Chief Sales & Marketing Officer, Tim Sullivan Talks Artificial Intelligence, Hotel Technology’s Place in Web 1.0 and Why Everyone is Wrong About the OTAs Listen now > 5. Triptease Founder Charlie Osmond Tells All: How his tech startup got into 12k hotels, raised $20M in venture funding and beat a $65B company Listen now > 6. Former Ruckus Wireless VP of Hospitality Ted Watson Discusses the Recent $800M Acquisition, Major Trends in WiFi Connectivity and the Critical Role HTNG Plays for Innovation Listen now >
The Hotel Tech Twins just returned home from HFTP’s annual US HITEC show which just so happened to find itself in...wait for it...the twin cities. This year’s location in Minneapolis is the hometown of hotel tech darling IDeaS which happened to be celebrating its 30th year in business - serendipity was in the air. The week kicked off with our favorite part of every major conference, Klaus Kohlmayr’s exclusive tech startup happy hour where we got to bump elbows with CEOs like ALICE’s Alex Shashou, Meeting Package’s Joonas Ahoola and Triptease’s Charlie Osmond who just returned from running a marathon in North Korea (nope that’s not a typo...NORTH Korea!). During the conference we met with more than 50 tech companies to learn about the latest tech developments and tips to grow your hotel business. In this article we distill major trends that we saw in the market and highlight key innovations that should be on every hotelier’s radar within each trend. Consolidation certainly seems to be driving the market with Travel Tripper + Pegasus making its first combined HITEC debut, Jonas Hospitality launching its Jonas Chorum brand and HeBS/Serenata rebranding the organization Next Guest. Whether you were at HITEC and were too overwhelmed to cut through the noise or couldn’t make it at all...fear not, we've got you covered. Below you’ll learn about the 6 biggest hotel tech trends we saw at the show, discuss what they mean for your hotel business and highlight the companies that are pushing the envelope within each. TLDR; HITEC trends at a glance TREND 1 | Companies are doubling down on automated workflows to save time and reduce human error (12 products covered) TREND 2 | A cambrian explosion of tools to help hoteliers manage and make sense of their data (6 products covered) TREND 3 | A new focus on enabling guests and driving revenue with self service (8 products covered) TREND 4 | Big tech is leaning into hotels for new use cases & distribution (4 products covered) TREND 5 | Housekeeping software is heating up (4 products covered) TREND 6 | Fraud and security are still poignant post-Marriott breach (8 products covered) Bonus Coverage: More Notable Product Rollouts and Launches From the Show (10 products covered) Before we jump into the trends...3 shout-outs for creativity at the show Most creative HITEC marketing initiatives: a tie between IDeaS and Infor IDeaS went big for their 30th anniversary and brewed their own line of local craft beers for the show. We heard they still have a few extra cases left so when you are negotiating that contract for your hotel group’s next RMS - make sure to ask them for a hoppy throw in. Infor launched its new grab-and-go POS solution where guests can purchase food on a touch screen kiosk. The Company went all in on the demo and had a full service food and beverage operation running in real time. It turns out hoteliers love free food and the demo was super slick so the Infor booth was slammed every time we passed by. ALICE delighted conference goers by shelling out envelopes of cash to announce its latest release. While envelopes of cash alone would have been enough to secure a shout out for creativity, the meaning behind the stunt sealed the deal with class, creativity and customer centricity. Having just launched the all new ALICE Housekeeping, the envelopes were actually tip envelopes for conference goers to bring back to their hotel rooms and leave for their room attendent paying homage to housekeepers and the back breaking work they do day-in and day-out. Congrats to SABA Hospitality, the winner of E20X People's Choice Award. SABA Hospitality manages every aspect of the guest journey. From answering questions, to managing requests, making recommendations, fulfilling F&B orders and everything in between. Their artificial intelligence driven chatbot transforms a hotels guest experience, while lowering staff workload and driving revenue. TREND 1 | Companies are doubling down on automated workflows to save time and reduce human error Due to years of overzealous media hype, when hoteliers hear the word ‘automation’ they mostly think about robots but the kind of automation that’s actually changing the hotel industry is a very different kind of automation. Most techies are familiar with companies like Zapier and IFTTT (If This Then That). Essentially these companies are platforms that help businesses setup and execute rules for repetitive processes. For example, you could set a “Zap” that triggers a Google Calendar meeting scheduled every time someone fills out a form on your website. These kinds of automations are the backbone of building a great business because they free up your team to focus on high value tasks. Hotels are notorious for having these kinds of repetitive tasks. For example, every time a room attendent finishes cleaning a room they need to radio the housekeeping manager who then needs to mark the room ready for inspection. Take another example where your night audit team needs to do a manual bucket check to cross reference each in-house folio against your in-house list in your PMS. All of these tasks can be automated away which frees up those team members to focus on higher value tasks which can really move the needle for your business. At HITEC this year we saw a ton of companies from guest messaging platforms to revenue management systems showcasing ways for hoteliers to automate away those redundant and tedious tasks. These tools help you save time, eliminate frustration and mitigate the risk of error across your property operations. Below are the key HITEC launches and showcases that help hoteliers like you with task automation. Whistle launched AI conversation and dispatch automation for its guest messaging product Some hoteliers fear that adding guest messaging at their property will increase the amount of work for their teams by adding a new channel for requests. The good news is that Whistle has been honing their conversational Artificial Intelligence (AI) / Machine Learning (ML) model which now claims to predict responses to 80%+ of guest questions and requests. With this knowledge, Whistle can suggest or automatically prompt the appropriate response back to the guest, and even auto-prompt service requests and work orders to internal departments via Whistle’s lightweight task management module or other integrated Service Optimization solutions like Quore. Whistle has won the top rated Guest Messaging category two years running and its new time saving functionality looks like they're likely to step up their game again this year. IDeaS showcased Investigator, a new feature to show hoteliers how pricing decisions were made As technology plays more of a role in revenue management many revenue managers want to know the “why” behind pricing decisions to ensure that mistakes aren’t being made and so that they can effectively communicate strategic decisions to stakeholders. With Investigator, revenue managers can drill into the analytics behind decisions made by IDeaS’ G3 revenue management system. Investigator allows revenue managers to embrace automation while also staying in the loop to make sure everything is working properly. OTA Insight adds intelligent rate parity breach detection and bulk actioning via automated alerts Hotel distribution is extremely complex and due to the way that 3rd parties resell inventory it’s nearly impossible to track down parity issues like price discrepancies or room-type issues. Parity Insight provides a turnkey solution to detect, action and resolve parity issues in real-time. The new functionality provides workflow automation and streamlines communication between groups, chains and hotels. OTA Insight is trusted by more than 40,000 properties globally and leverages data across the entire group to help each individual client ensure that their distribution partners aren’t engaging in costly breaches of contracts. Zingle launched automatic message categorization and intent triggered automation Without the right automation, guest messaging can add more work onto your team’s already busy plate so it’s important to have the right automations in place to ensure that this great guest amenity doesn’t come at the expense of team productivity. Zingle’s messaging software has pre-made and customizable automated workflows that re-route and follow up to messages to save staff valuable time on repetitive tasks. There are dozens of automations available today, including recognition of plumbing issues, process information requests (like gym hours), or housekeeping related messages like room-cleaning and turn down service. Zingle streamlines communication for hotels and improves service times by reducing the need for manual ticket entry, routing and follow-up by staff. Zingle raised $11M from Peakspan Capital to fuel technical R&D and drive growth. Fun fact, Zingle's founder Ford Blakey also happens to be the brother of billionaire Spanx founder, Sarah Blakely. Travel Tripper showcased its ADA compliance audit and monitoring platform to automatically detect compliance issues with your website. The platform offers a proactive approach to the increasing threat of ADA website lawsuits in the hotel industry, allowing hoteliers and their web service providers to address website accessibility issues and mitigate the risk of ADA compliance lawsuits. This platform is the first of its kind (in the hotel industry) which actively audits hotel websites according to WCAG 2.1 AA-Level standards and automatically alerts property teams if a technical violation is found. Upon recognizing an ADA violation, the platform sends regular notifications to account users until the issue is fixed. In addition, Travel Tripper assists hoteliers’ legal teams by giving them the proper documentation they need when responding to an ADA website compliance lawsuit. Cendyn announced a new funding round lead by Accel/KKR to increase the capabilities of its marketing automation products both in SMB (Guestfolio) and enterprise (eInsight). Cendyn was one of the first movers in the hotel CRM market and to this day is amongst the top hotel CRM choices in the enterprise clients with its eInsight product. Back in 2016 Cendyn acquired Guestfolio, a provider of hotel CRM independents and moving forward AKKR is likely to have its sights set on more M&A opportunities like Guestfolio (or even a larger merger). With Tim Sullivan taking the helm from founders Robyn and Charles Deyo, hoteliers can expect the firm to push deeper into automation. Over the last few years hotel CRM vendors have needed to invest heavily in GDPR compliance initiatives but with that behind them expect more "Marketo" like marketing automation functionality out of this category in the next 6-12 months. Protel launched zero cost 1-click integrations to fuel automation Integration is the key to all automation but historically integrations have been extremely expensive and time consuming to set live. protel launched one-click connect and slashed activation costs for select partners in its i/o marketplace. Now protel clients can instantly turn on top rated apps like OTA Insight, Oaky Upselling and Atomize revenue management without paying a dime. While this is a small step towards a more integrated future it is a critical one since this kind of move from a major PMS company like protel with 14,000 clients will put pressure on others to follow suit. Atomize launched its group booking price optimization functionality Group sales reps often price groups manually which takes a lot of work. If they ask too much they could lose the contract and if they charge too little they leave money on the table. Atomize’s new group booking functionality allows hoteliers to automatically set optimal prices for group booking packages. The software cuts out manual calculations, negotiations and collaborations by taking into account the total expected spend of various groups on property. Atomize can factor varied requests within the same group like different arrival and departure dates. Atomize won top rated revenue management system in the 2019 HotelTechAwards and has been taking the industry by storm ever since. This new group functionality is another step towards rounding out Atomize as a complete revenue management software the platform. SevenRooms launched email marketing for hotel restaurants Hotel food & beverage operations often lack the resources and know how to run personalized marketing campaigns. SevenRooms’ segmentation and email automation enables F&B managers to easily add customizable tags to guest profiles then run rules based marketing campaigns to those segments. Run unique marketing to critical segments like: first timers, high value regulars, positive reviewers and more. Companies like Revinate and Cendyn have demonstrated the immense value of personalized hospitality marketing campaigns. Now F&B outlets can benefit from marketing automation too. Zoox debuted facial recognition technology for hotel check-in Front desk agents are overloaded with repetitive tasks like identity verification which creates bottlenecks at check-in and hurts the guest experience. Zoox’ facial recognition software allows guests to check into the hotel in under 15 seconds without the front desk ever needing to verify their identity with ID or credit card. Facial recognition is already being used in markets like China which have leap frogged some of the West’s archaic traditions by using next gen tech. Avvio showcased its Allora powered booking engine Each guest is enticed by different booking messages, layouts and visuals so having a static booking engine means that you’re losing guests by not putting the right offer and presentation in front of them. Allora leverages data from Avvio’s client base to put the right messages and visuals in front of guests that are likely to be enticed by those calls to action. Continuous website optimization is mainstream in eCommerce and is a critical piece of maximizing direct bookings. Avvio guarantees that you will see a 25% increase in direct booking revenue when you switch to their booking engine. Knowcross launched KNOW Maintenance to automate preventative maintenance KNOW Maintenance is a cloud based multilingual application that helps automate, schedule and monitor all preventive maintenance activities at hotels. The application organizes all engineering responsibilities for hotels, thus ensuring superior guest satisfaction, minimize malfunction accidents and maximized equipment lifetimes. This also results in enhanced productivity and better manpower forecasts. Event Temple showcased group sales automation. Sales & catering is the lifeblood of any business hotel and managing your group sales pipeline effectively could be the difference between making or losing money. Event Temple's group CRM is purpose built for the hotel industry and features digital contract signatures, banquet orders, pipeline overview, menus and more. With this software your sales team can track progress at the property or portfolio level. Event Temple features built in emails and the ability to automate initial drip outreach with new leads. TREND 2 | A cambrian explosion of tools to help manage and make sense of your data We know that you and your staff are probably sick of tech companies talking about artificial intelligence, machine learning and big data. Ultimately the big hotel data challenge can be boiled down into 3 simple buckets: (1) Guest profile data (2) Market data (3) Operations data Most of the datasets that tech marketers are referring to are not really big data. Here’s how analytics firm SAS defines big data. “Big data is a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis.” Since big data can be overwhelming for hoteliers, let’s first define our data types so that we can see it’s actually not so scary: Guest profile data helps us target new guests and better serve them on property. CRM systems use recency, frequency and monetary value as the core data points but this data includes PMS data like stay dates as well as 3rd party data pulled in from social media platforms, reputation platforms like Revinate, guest surveys and other data sources. Ultimately we want to use this data to find new guests who are like the ones that stay with us and to deliver personalized experiences that drive loyalty Market data helps us price our rooms and plan for the future. This data includes historical pricing, demand trends, local events and more. Market data sources come from platforms like OTA Insight or TravelClick Demand360 as well as 3rd parties like Kalibri Labs, STR or CBRE. Operations data helps us streamline how we run our business. This data comes from PMS and operations systems. We’ll want to look at things like how long it takes to turn our rooms, average cost per occupied room, time to service requests and more. The challenge becomes tying all of this data together in ways that enable us to make business decisions and act on them in real time. Integrating these datasets and visualizing them in a clear and understandable way is critical for the success of any hotel. Because this data is constantly flooding into our properties it’s impossible for humans to process it and make good decisions without the right software systems in place. From budgeting and forecasting to marketing and operations, the vendors below showcased new ways of visualizing and manipulating a hotel’s existing data to help hoteliers make better business decisions. Revinate debuted its new platform that promises to manage and organize all of your hotel’s marketing data How can hotels manage relationships with guests? Not just manage room inventory, but create and manage rich guest profiles that tell them everything they need to know about potential guests: recency, frequency, and spending of previous stays to really understand who their VIPs are and when and how they should be marketed to. Currently, data is tied up in various systems that don’t speak to each other very well. Hoteliers need tools specifically built for the complexities and nuances of the hospitality industry. Nowhere is this truer than when it comes to managing guest relationships effectively at scale. The Hotel GMS allows hoteliers to easily surface insights on their guest, segment and market to them, and learn more about them over time to make future communications even more effective. Hotel Effectiveness showcased its labor optimization dashboards and new wage benchmarking capabilities With labor costs on the rise and labor being the single largest line item on most hotel’s P&L, finding ways to monitor and optimize your labor and staffing is mission critical for most hoteliers. The problem is that most hotels still track and manage their labor manually on pen and paper but luckily, Hotel Effectiveness (in depth review). The team showcased their purpose built tool that is used by major clients such as Heritage Hotels & Resorts, Interstate Hotels & Resorts, Pacific Host Hotels and Chartwell Hospitality and promises to reduce total labor costs by 5-10% by turning labor hours and cost data into actionable recommendations served up right in the dashboard. SHR launched its Wave RMS (revenue management system) SHR is the latest in a slew of companies launching revenue management systems in the last couple of years. SHR's algorithm uses Reinforcement Learning techniques with a proprietary mathematical model that recommends prices not only based on one specific date, but factoring in both days-to-arrival and optimal price on shoulder dates, as well, to maximize revenue across the stay pattern. Wave combines advanced algorithms with a Strategy Builder tool so that Revenue Managers don't need to solely trust a “black box” recommendation. Cenium showed off its Microsoft BI powered customizable dashboards If you’ve used multiple PMS’ before you know that the dashboards often look the same. Based on your role, there are different metrics and views that are most important to you but it takes a million clicks to get to your favorite view. With a redesigned interface, Cenium put its new customizable dashboards on display at HITEC. Powered by Microsoft BI, hoteliers can pick from pre-built templates or easily slice and dice data to personalize their dashboard. Owned by a Norweigan hotel conglomerate, Cenium was built for the portfolio’s own hotels and is now being made available globally to other hotels outside its portfolio. Funded by the cashflow of the real estate business, Cenium’s pockets are deep and offer a deep resource pool to build a strong product with a customer mindset at the heart of product development. SnapShot rolled out its V1 POS Analytics to compare PMS and POS data in one interface While PMS Software was built for hotels, most POS Software was built for restaurants which often becomes evident when trying to run hotel analysis of various F&B outlets or compare POS and PMS data in one interface to identify performance by outlet as well as slice and dice data from both systems to do things like remap and unify POS outlets' names, payment methods, F&B categories and price modifiers. Snapshot POS Analytics is currently only available for hotels who utilize sister Shiji company Infrasys’ POS and the lightning fast growing Lightspeed POS. Profitsword showcased its custom financial performance dashboards The new user interface is a continuation of ProfitSword's commitment to provide instant and straightforward access to the information that businesses need in order to plan and ensure a successful, efficient and profitable operation. ProfitSword customers are now able to instantly access, group and compare real-time performance data in a way that fits their specific needs at any given time, and with a level of detail that is truly a first for our industry and save custom reports as favorites for easy 1-click access. TREND 3 | A new Focus on enabling guests and driving revenue with self service We’re living in an age where we manage our investments on mobile devices via apps like Robinhood and choose our workouts at home via platforms like Peloton. As technology gets better, we’re able to go straight to the source and get exactly what we want, when we want it and at a fraction of the cost. In the hotel industry the notion of self service has taken a bit longer to catch up except in innovative markets like Las Vegas. Many hoteliers believe that disintermediating services is detrimental to delivering a great hospitality experience. In many ways they are right and there will always need to be a highly personal component between guests and staff to truly create a great guest experience. Having said that, there are many facets of hotel operations where guests are actually better served completing these tasks themselves which also frees up staff to focus on building personal relationships, surprising and delighting. An example of this in our professional lives exists within the meeting booking space. Platforms like Calendly and x.ai are actually much better at scheduling meetings because they integrate directly with our calendars and don't require back and forth to coordinate between parties. That doesn't mean executives no longer need personal assistants, it just means that personal assistants can focus on adding more value for their employers and skip the back-and-forth. There are lots of examples of this dynamic in hotels. Most guests would prefer an automated grab and go where they don’t need to go through an entire transaction process with an associate. This seamless experience at the front desk actually builds loyalty by cutting out any wait time or frustration - something that is increasingly critical in the age of instant gratification. Similarly, there is no check-in experience that can make up for waiting in line at the reception. Solutions like mobile check-in and keyless entry can alleviate wait times and free up staff to focus on higher value tasks. Below you’ll find the latest technology developments within the self service trend that deliver instant gratification and consistently perfect service to guests while freeing up your team to focus on surprising and delighting. Zoox Smart Pass rolls out facial recognition for seamless and verified self-checkin So you’ve been Global Entry or Nexus and wondered why the kiosks there can check you in but you have to talk to someone at the front desk at a hotel. Well, now you don’t have to. As self service check-in goes more mainstream especially at select service and extended stay properties, it’s only logical that facial recognition will allow for a more frictionless and secure identification process. With this new tech, guests simply walk up to the computer camera like they would a Global Entry terminal, scan their face and checkin to their room in under 15 seconds. Impulsify showed off its ShopPop hotel pantry solution that they're so confident in it actually comes with an ROI guarantee Having a hotel pantry has often been reserved for brands and larger properties who have the manpower to be able to properly service customers. Even so, in the majority of cases front desk agents double as grab-n-go cashiers and anytime something is sold it creates a bottleneck at the front desk. Impuslify’s purpose built pantry POS, ShopPop, allows any hotel to easily run their own pantry to offer additional convenience items to guests while driving ancillary revenue through an easy to use self service checkout kiosk. In addition to time saving features like automated shopping lists and PMS integrations-- Impulsify has processed over 5 million transactions, giving it a growing database of information so you won't have to rely on instinct or habit to decide what guests prefer. The results are so good that Impulsify even offers new clients an ROI guarantee. Infor showed conference goers just how easy self-service can be with its POS Kiosks Usually we expect creative displays from smaller companies but at HITEC, Infor stole the show with a live demonstration of it’s grab-and-go solution where attendees ordered food and beverages on one of Infor’s new self service POS kiosks. Similar to Impulsify, Infor’s self service kiosk allows hotels to offer additional food and convenience items to guests with the tap of a button without having to worry about staff oversight. Zaplox rolled out its new customizable self-service check-in kiosk While self service check-in/check-out kiosks are ubiquitous in the airline and grocery industries, most hotels have lagged behind the trend and few offer a fully self-service check-in process. More and more technology providers are creating solutions hoping that hotels will wise up and follow their more technologically advanced sibling categories. Following the likes of Mew’s Self Service Checkin Kiosk that was released earlier this year, Zaplox launched their take on the tech hoping to bolster usage of keyless entry by offering a more fluid end-to-end check-in experience. Zaplox Kiosk enables guests to skip the lines and check in and print their own key cards - with 24 hours availability. The kiosk's custom-branded interface enables hotels to create a cohesive brand experience and because the kiosk runs on any tablet-based device, hotels can select the hardware that best matches the interior and space limitation. Whistle put its conversational commerce on display with its new text based upselling feature According to Whistle, nearly 30% of guest interactions on their guest messaging platform are potential revenue generating opportunities for the hotel. While guests often express their interest in purchasing an item or placing an order through messaging, they are then inconveniently redirected to communicate their request to the appropriate department (ex. Please call room service to place your order) which both adds friction for guests and reduces conversion to purchase for hotels (aka lost revenue). With Whistle’s new upsell module, hotels can add custom inventory from their F&B outlets, pantry, local businesses or even add-ons like late checkout and guests can now seamlessly purchase with one click and have the charges added to the room via PMS integration or leverage 1-click checkout with Apple or Google Pay. Conversational commerce has long been the gold standard in Asian markets so its great to see frictionless ways to tap into more guest wallet share during their stay while simultaneously adding convenience value for consumers, a win-win for Whistle, hotels and their guests. MeetingPackage showcased it's group booking engine and channel manager If you’ve ever tried to book a hotel meeting space or venue online you know just how cumbersome of a process it usually is. First you have to fill out a form, then you wait for a response, then when you finally get a response the first question hotels often ask is ‘how much is your budget’. The whole experience is cumbersome, awkward and feels inherently like you’re being taken by a used car salesman. In comes MeetingPackage to the rescue with its M&E booking engine and channel manager that allows you to manage content, sync across channels to increase your reach and add a booking flow with rich content, add-ons and full customization for your next event promising to drastically increase conversion rates while delivering corporate clients and meeting planners a seamless self-service booking experience that consumers expect. Aethon Robotics turned heads with its delivery robots to cut down on delivery times Aethon’s TUG robots take a different approach to self-service by delivering things like food, linen, banquet supplies and luggage via an R2D2 looking robot. Except for singularity believers waiting for the Terminator to jump through a time warp portal to initiate Skynet--the Aethon is likely to leave guests with a unique and memorable experience that they’ll want to tell their friends and social media followers about. Beyond the buzz factor, for hotels looking to cut down on expensive labor can leverage Aethon’s robots to automate common deliveries and cut down on delivery times. Intelity's tablets got a backend upgrade to make it easier for guests to access information at their fingertips New additions to INTELITY Staff include an enhanced ticketing system, a more robust content management solution (CMS), in-depth guest and operations analytics, and Guest360™, which provides a 360-degree view of guest preferences, designed to help hotel staff across all departments make the right decisions at the right time while further personalizing the guest experience. The new enhancements to INTELITY Staff will provide staff with access to comprehensive business intelligence and the ability to streamline daily workflows, seamlessly track, manage, and organize preventative maintenance and service recovery, and make real-time content updates. One of the biggest challenges today's hoteliers face is connecting and engaging with their guests in a personalized manner on digital platforms. Guests expect highly personal experience and interactions in hospitality, but also want to have access to the convenience that technology affords them. The new enhancements to INTELITY Staff streamline staff workflows so that staff can spend more time focusing on creating the connection and personalization guests crave. Saba's chatbot and no-download app SABA Hospitality manages every aspect of the guest journey. From answering questions, to managing requests, making recommendations, fulfilling F&B orders and everything in between. Their artificial intelligence driven chatbot transforms a hotels guest experience, while lowering staff workload and driving revenue. Swyft put its Amazon-esque cashierless stores on display And we’re back...more automated retail! Have you ever walked by a Best Buy or CVS vending machine in the airport? If so, then you’ve seen Swyft’s cashierless retail kiosks in action. While not as widely adopted in hotels Swyft’s tech offers another option to generate ancillary pantry and merchandise revenue without the added labor bottlenecks or cost. StayMyWay rolled out all new keyless entry door hardware StayMyWay featured a series of shiny new access solutions including its signature Cylinder door lock hardware and 3 more unique digital replacements that each boasted clean lines and strong functionality without breaking the bank starting at under $200. 4Suites showcased its app-less mobile key solution 4Suites mobile keys are fully automated for hotels and frictionless for guests. No actions required from hotels, no app download or login for guests. All intelligence and security is handled by 4Suites in the background to offer the easiest, yet most advanced mobile key solution. Mobile keys can simplify guest operations, reduce costs and improve the guest experience. If done correctly. 4Suites removes friction and has created a fully automated process for hotels and a simple, seamless and impossible-not-to-understand journey for guests. Qwick showcased its short term staffing platform The Qwick app refines and matches job listings for professionals and allows them to accept and confirm shifts all through a smartphone device. The Qwick app has features all in one central place: view matched shifts to accept, view work schedules, clock-in and clock-out, and receive payments within as little as thirty minutes after completing a shift through their secured platform. This level of convenience and accessibility is helping to grow Qwick’s database of professionals, ensuring high quality workers and quickly filled shifts for businesses. TREND 4 | Big tech is leaning into hotels for new use cases & distribution Hospitality has always been a big focus for big tech and fortune 500s but it seems to be heating up in recent years. Travel and tourism contribute $1.5 trillion to GDP globally so it’s no surprise that these companies want in on the action. Traditionally companies within the room automation space (e.g. Honeywell), high tech materials (e.g. Corning) and business electronics (e.g. LG) focus on the hotel sector and increasingly we’re seeing big tech get into the mix with the likes of Samsung, Microsoft and Amazon. Below we highlight some of the key hospitality launches for big tech players at HITEC this year. Peloton made its HITEC debut offering a new way to attract a fitness focused audience for hotels Peloton made it’s HITEC debut where the firm unveiled its new “Hotel Finder” feature. With Hotel Finder, riders can find and book hundreds of hotels with Peloton bikes across the United States. The Company is set for IPO this year with it’s last valuation set at $4.15B and growth has been on a tear. Peloton’s rider base recently surpassed Soul Cycle as it doubled its user count year over year and the firm is naturally looking for new growth avenues. Fitness focused hotel brand Westin partnered with Peloton and this move seems to be an evolution of that thesis. More than 400,000 bikes were sold by February of 2019 and many of those riders are die hard fitness junkies who are highly likely to seek out hotels where they can get their fitness fix. As Peloton continues to grow it’s install base and product offerings (e.g. Peloton Tread) hotels could find an interesting niche distribution channel to reach fitness enthusiasts. Samsung mounted its 8k QLED monitors dubbed, ‘The Wall’ outfitted with captivating next generation digital art Samsung’s gorgeous 8K QLED and The Wall stole the show with digital art provided by partners Niio and Black Dove. 8K digital signage delivers impeccable picture quality and resolution that was previously unimaginable at scale. Samsung’s technology uses Artificial Intelligence (AI) upscaling to produce lifelike images and immersive experiences. Great hoteliers know that first impressions are everything. For select service hotels digital art can provide new advertising revenue while for more upscale high end and boutique properties it can give your hotel a huge leg up. Digital art leaders include firms such as Niio, Blackdove and the 2019 HotelTechAward winner in the digital art category, Wrapped. Create your own next gen hotel check-in experience with digital art like Sharks from Wrapped on an 8K Samsung Wall. If you need some inspiration, we highly recommend checking out Wrapped Studios’s Shark installation that wow’d even the high brow crowd of attendees at this year’s renown Art Basel in Miami. Amazon and LG’s hospitality divisions collaborate to make in-room entertainment remoteless Gernophobes will be rejoicing at Amazon for Hospitalty’s latest partnership announced with LG. Together the companies will infuse Alexa voice controls into the hotel TV experience allowing guests to never have to touch a remote again. Other than being carriers for germs, most hotel remotes are clunky and make channel surfing a frustrating experience so voice controls promise to make for more seamless guest room entertainment. Microsoft steps up to the plate looking to bring its Teams for Frontline Workers product to hotel operations and compete in the employee engagement category While most offerings in the staff collaboration and employee engagement categories are purpose built for the hotel industry, Microsoft appears to be testing the waters by tailoring its employee communication offering to empower frontline workers. Teams for Frontline workers dubs itself as “the hub for teamwork” and touts benefits including easier employee training, culture building and document management. With Microsoft’s office suite already being used by most hotels to manage email, the company has a strong foothold into the industry already and may just be able to gain footing in the employee communication category if it plays its cards right. TREND 5 | Housekeeping software is heating up Earlier this year the NY Times wrote a great piece titled ‘The next wave of unicorn startups’ where it argued that the next wave of billion dollar tech firms will not look like the last. Rather than splashy consumer facing companies like Snapchat, Uber and AirBnB making their way towards IPOs - the article hypothesizes that the next wave of unicorns will be filled with B2B software companies focused on seemingly boring and unexpected industries. Now, many of the up-and-coming start-ups that may become the next unicorns have names like Benchling and Blend. And they largely focus on software for specific industries like farms, banks and life sciences companies. ~New York Times Add hospitality to that list because there are some major players entering the market. Where the OTAs and digital distribution have largely driven the last wave of massive technology adoption in hotels because they focus on the top line, the next wave of hotel tech adoption is coming from operations software and specifically within the housekeeping segment. After watching Quore take the title as “Top Rated Housekeeping Software for Hotels” in the HotelTechAwards two years in a row, several newcomers are entering the space to capitalize on the opportunity. ALICE upped its game with the launch of its all new ALICE Housekeeping While ALICE has always offered a flexible staff communication and task management platform that is used by housekeeping teams across the globe--the all new housekeeping offering is designed from the ground up to deliver a magical experience that will leave even non-housekeepers wanting to take it for a spin. The platform packs a punch with mission critical housekeeping management functionality like automated room assignments but delivers this functionality in an elegant and easy to use solution that integrates each department on property like a finely tuned orchestra. ALICE gave us a glimpse into the future of housekeeping with an exclusive behind the scenes tour of their reimagined housekeeping product. ALICE gave Hotel Tech Report an exclusive behind the scenes look at the all new ALICE Housekeeping See the product in action Hkeeper showed off new functionality that enables housekeeping departments to track materials usage and supply levels Using HKeeper, you will find all needed operational management hotel's tools and avoid unnecessary problems related to the human factor and lack of collaboration between departments. HKeeper will optimize all daily routine processes, improve your guest relations quality, and free up more time for working with projects and vendors. Hkeeper is one of the best tools for managing the personnel of the hotel and tracking material usage. With HKeeper, you can streamline workflows, reduce the turnaround time between tasks, and increase employee productivity. One of the main advantages over other housekeeping software is that Hkeeper offers a unique feature that allows tracking all materials used during cleaning and maintenance tasks or other operations through the program in real time. Moreover, HKeeper also monitors working progress in real time and analyzes staff performance by counting active working time, turnaround time, and time required for each task. Another exceptional function in the HKeeper program is that the mobile application can work off-line. Not all similar programs are offering integration with PMS software, and Hkeeper does, so hotels can easily stay updated on room status, availability, and guest information. Nuvola showed hoteliers if you can't measure it, you can't manage it The housekeeping department in the hotel industry is simultaneously one of the most valuable areas in creating the best guest experience possible while at the same time the hardest to optimize. Introducing new technologies and systems can often make daily processes seem more complicated and be met with resistance. Developed by former hoteliers with this unique understanding in mind, Housekeeping Productivity has been created to meet the specific department needs through an easy to use system and provides accessibility across desktop and mobile devices. Daily room attendants are now able to streamline activities (i.e., room assignment needs, cleaning service tasks) through an intuitive platform that speaks to the notion of making their lives easier. Nuvola's analytics suite helps hoteliers gain critical insights to reduce average time spent "in between rooms" for room attendants, measure room attendant productivity by credit count and compare guest survey score vs. room attendants effectiveness. PurpleCloud takes a unique approach to housekeeping by leveraging gamification to increase staff productivity Housekeepers for hotels are in short supply and the nature of the work is unique. Their work is time sensitive and requires great attention to detail. If we give these housekeepers world-class tools to make them better at their jobs and couple this with common sense, easy to understand recognition and incentives, then we start winning their hearts. In doing so, hoteliers win for the guest. PurpleCloud organizes the housekeeper’s day with a world-class digital platform. Gone are messy paper assignment sheets and balky walkie-talkies. The system is easy to use: self-explanatory; requires only a few clicks; and is available in the housekeeper’s given language. The system further provides housekeepers with feedback on their performance and rewards them for doing well by way of a gamification leaderboard. The result: housekeepers are connected and function as a team. TREND 6 | Fraud and security still poignant post-Marriott breach A recent study by the American Hotel and Lodging Association (AHLA) reports that as much as 55% of all credit card fraud in the US takes place within the hospitality industry. Of course, that only considers criminal fraud; but when you factor-in other loss sources like fraudulent chargebacks, the real figure is much higher. Fraud tends to impact the travel and leisure industries even more heavily than other sectors like retail or digital goods. According to Kount, this is attributable to five specific factors: Fluidity: Multiple and last-minute booking changes create more opportunities for fraud. Perishability: Fraudsters tie-up space that cannot be used for legitimate bookings. Margins: Higher ticket values for hotel bookings mean greater impact on the bottom line. Revenue Loss: Excessive false positives mean merchants are declining valid bookings. High OPEX: More manual reviews mean increased operating expenses. With such high transaction volumes and so many moving pieces--hotels continue to be highly susceptible to fraudsters and hackers as evidenced by the Marriott data breach earlier this year of more than 500 million guest records that were hacked earlier this year. Luckily companies are coming out with new and innovative ways to help hotels ward of expensive fraud and damaging hacks. Canary showcased its Y Combinator approved software that claims to cut chargebacks by up to 90% While not the sexiest topic, payments and fraud prevention are big business when it comes to hotels. Y Combinator backed Canary Technologies has a suite of PCI compliant solutions to secure guest data, reduce chargebacks, and speed up sales and catering contract execution by eliminating paper processes on property. If you’re ready to leave your fax machine in the 80s, minimize fraud or just want to hear about why PG is bullish on the product--its probably time to reach out for a demo. Insighti offers hackers for hire to help brands and management companies pre-emptively identify security flaws and protect their data Insighti offers hackers for hire. With the hospitality industry suffering loads of hacks lately from Marriott to Sabre, insighti offers much needed protection. insighti goes in-depth with physical, social, and digital facets of security, using creativity and persistence to find the vulnerabilities other companies miss. Insighti recently partnered with former MGM Resorts VP of IT Marc Fancourt to create hiGuard.io taking the firm’s approach to cybersecurity and applying it to the unique complexities of the hotel industry. VENZA announces partnership with the PCI Council positioning them on the forefront of the latest compliances and security measures Navigating the ever changing PCI compliance regulations and ensuring that your hotel is up-to-snuff can feel like the endless climb to the top of Everest. Luckily, Venza is here to be ‘your guide to data protection’. In the limelight was Venza’s partnership with the PCI Council and certification as a Qualified Security Assessor (QSA) that enables the team to work hand-in-hand with the council to set requirements, become early adopters on new PCI DSS requirements and, overall, ensure that customers are receiving the highest quality standards possible. If you’re looking to shore up your hotel’s compliance you’ll want to check out VENZA’s Everest Plan, their entry level plan to get your hotel compliant. ADAsoft launched eSwipe, a passport/ID scanning solution for speeding up and automating guest check-in ADASoft launched its new passport/ID scanning solution for speeding up and automating guest check-in and registration while eliminating data entry errors by seamlessly reading, capturing and accurately transferring data from ID documents and passports into practically any PMS in the market. The company lately announced the release of another unique feature allowing printing of a pre-filled customized registration form available after each passport/ID scan for the guest to sign. Simply scan each guest's Passport/ID in less than a second creating an accurate and complete database, and enjoy the benefits of a great marketing tool and after sales potential. ADAsoft’s eSwipe passport scanning solution facilitates GDPR regulation compliance since typing errors are eliminated and data is accurately registered as stated in GDPR regulation, Chapter II, Article 5, Section 1.d ASSA ABLOY GLOBAL SOLUTIONS unveiled its all new staff safety solution With the US hotel industry continuing to up its requirements when it comes to staff safety with many cities such as Chicago and Miami now requiring hotels to provide employees with safety devices--ASSA ABLOY is the first major company with a storied history and strong credibility to bring a safety solution to market. The safety solution runs off of blue tooth low emission gateaways (BLE) via its Vostio Location Solutions software meaning that (a) it doesn't take up any wi-fi bandwidth and (b) it allows properties to unlock additional location based services within their hotel including asset tracking, proximity messaging and wayfinding.
Accounting as a hotelier is a time and resource intensive process. Finding the right tool or platform to manage it all can make or break your business – and potentially lead to efficiencies and cost-saving that can vault you ahead of your competitors. While there are many tools available in the marketplace, today we’ll focus on M3. Widely regarded as a top back-office hosted software solution provider for the hospitality industry, the M3 platform offers state-of-the-art, intuitive accounting, business intelligence, and payroll solutions across all brands and independent hotels in the U.S. and Canada. Built by hoteliers, exclusively for hoteliers, the platform allows franchisees access to their financial and operating information in real-time with user-friendly reports. Leveraging the various platform solutions, users are able to reduce overhead and labor to remain competitive in the industry. But don’t take our word for it; let’s take a look at some real-world examples of the platform in action and highlight the efficiencies and added capabilities afforded to those that have adopted M3. "What got us here won't get us there." In 2002, HP Hotels was seeking to shift their focus. The hotel brand was spending time and resources building, updating, and maintaining an expensive computer infrastructure on which their accounting and business intelligence programs would run. Accounting and business intelligence were burdensome processes that were preventing the brand from reaching their growth goals. Rather than continuing to focus on the older, expensive computer infrastructure, the company was interested in taking a proactive approach to manage assets and generate returns for owners. Enter M3. After listening to recommendations from industry peers, HP Hotels signed onto the M3 platform. The move has since paid dividends, with the brand growing from two hotels in 2002 to more than 35 properties in 2019. What specifically spurred the growth? The M3 Accounting Core and Operations Management software. After adopting a streamlined staffing model, HP Hotels needed to manage the bulk of their accounting above property, which would eliminate the need for full-service accounting staff at the hotel level. The Accounting Core tool of the M3 platform provided the means for the efficiencies it didn’t think possible, saving both time and resources. Additionally, by utilizing the Benchmarking tool in Operations Management when considering new properties, HP was able to view a quick snapshot of where the potential hotel compares with like brands in the system. This allowed for quick and easy evaluations to be made, leading to smarter, more educated investments. Additionally, Benchmarking has been incorporated into HP Hotels' budgeting cycle to provide leadership with the intelligence needed to analyze how they are measuring up to the competition, because, according to CDO Kerry Ranson, "What got us here won't get us there." Functionality: Accounting to manage the bulk of their accounting above property. Benchmarking in Operations Management for more immediate and actionable Business Intelligence reports. Business impact: Allowed for executing of the streamlined staffing model as well as quick evaluations of new properties, leading to the brand growing from two properties in 2002 to more than 35 in 2019. “M3 has helped us turn our IT department from a cost center into a profit center” Working to handle the needs of 24 properties, Coakley & Williams Hotel Management Company's two-person IT department found it was spending much of its time responding to simple requests for information. Many of information requests were routine in nature. C&W wanted to find a way to give the IT department the ability to spend its time in more productive ways, which would help C&W increase its own efficiencies. After a series of conversations designed to help M3 understand all sides of the issue, M3 recommended its Accounting Core solution. The software’s setup keeps each individual property’s data confidential, unless a member of a particular property is accessing the system. It also creates aggregate data to help C&W compare each property’s income and expenses against other properties of a similar size and branding. The solution directly addressed C&W’s needs by allowing each of its managed hotels to access its financial information directly and providing the ability to look at the day-to-day performance of each hotel. Prior to the adoption of the M3 platform, the IT department, was spending up to 50 to 60 percent of their time serving as backups for information requests. Now, C&W’s IT staff says it spends less than 5% of its time on hotel-related issues, allowing the department to offer its services to other clients as a way to generate revenue for the company. “In essence, M3 has helped us turn our IT department from a cost center into a profit center,” reports CIO Stephan Hahn. Functionality: Allows each hotel to access its financial information directly and provides the ability to look at the day-to-day performance of each hotel. Business impact: The access to real time and individual hotel-specific information led to a 55% reduction in resources spent by IT on property-specific requests. This allowed IT to offer additional services to clients and generate additional revenue for the company. “My advice to hoteliers located in at-risk areas? Get on M3 tomorrow!” On August 29, 2005, everything changed. Hurricane Katrina tore through the Mississippi Gulf Coast, destroying much of the Biloxi office of Encore Hospitality as well as flooding their IT room. Deploying their disaster-recovery plan, the team righted ship and ultimately moved to Dallas, TX, deciding on a location that was less at-risk for natural disaster. The disaster allowed Encore the opportunity to evaluate its current accounting process:, a bloated, outsourced model that had become very costly and required a large, non-scalable infrastructure of hardware, custom software, and 4-5 IT staff to maintain. Additionally, though they relocated their headquarters, the model provided them no assurance that the accounting functionality could be seamlessly maintained and remain operational in the event of another natural disaster or unforeseen incident. M3 was able to intervene and assist. By implementing M3’s products and solutions, Encore was able to downsize its IT department to just two team members, and the offshore accounting team has been reduced to a few associates who input hotel accounting data remotely into Accounting Core. More importantly, the costly hardware infrastructure has been replaced by M3’s private, cloud-based solutions, which store data safely in redundant locations and provide a zero unscheduled downtime solution in the event of disaster or loss at any hotel location. Functionality: Accounting Core reduces the need for superfluous headcount by making the account process more efficient. Additionally, the cloud-based platform ensures access in the event of a natural disaster. Business impact: Encore was able to reduce its IT department to just two team members and gained confidence and comfort that they would be able to access their platform regardless of the circumstances. It’s evident that M3’s platform allows for resource efficiency as well as real time business intelligence and analytics, and the outcomes above speak to that fact. Adopting the M3 platform allowed for each company to streamline their headcount and accounting process, compare properties in real time, and secure their data in the event of a natural disaster. In the ultra-competitive landscape of hotel management, M3 has provided a leg up to HP Hotels, Coakley & Williams, and Encore and helps to ensure each company will stay ahead of the pack for years to come.
If you own or operate a hotel, you know that labor is the single largest expense on your P&L and that housekeeping is typically the largest expense within your labor budget. If you want to boost NOI, look no further than your housekeeping department. Cleaning the average hotel room typically costs between $10 and $16 with luxury hotels often spending more than $20 (CPOR). The majority of that cost (~65%) is spent on housekeeping salaries and wages. Hotels that are laser focused on housekeeping optimization often enjoy higher margins and ones that pioneer new housekeeping initiatives often enjoy a significant competitive advantage. Starwood’s “Make a Green Choice” program is one such initiative that not only drove company profits but also fundamentally changed the hotel industry. Starwood’s program allows guests to opt out of room cleanings in exchange for loyalty program points or F&B credit and is still running today - over 10 years later. In fact, the program was so successful that almost every hotel in the world followed suit. As pioneers in the “Make a Green Choice” movement, Starwood enjoyed a competitive advantage for years as the competition slowly caught up. Today hotels around the world are enjoying a similar competitive advantage through the early adoption of cutting edge housekeeping management software. Shockingly, most hotel housekeeping departments today still operate the same way they did in the 1980s. Every morning, housekeeping managers create boards for their room attendants to reference in order to be able to identify which rooms they have been assigned to using age old tools like pen and paper, PMS exports, radios and other manual methods. Due to the manual nature of the task, this process can take anywhere from a half hour to several hours each morning and the plan immediately becomes obsolete as soon as anything changes--even something as simple as a housekeeper arriving to their next assigned room to find a do not disturb on the door. Manual methods also hamper efficiency offering little in the way of performance optimization data and lots in the way of potential human error. Housekeeping management software provides a suite of manager and room attendant tools that combine real time departmental communication and synchronization with sophisticated reporting and analytics. This week, New York City based hotel tech darling ALICE made an announcement that is poised to shake things up for hotels across the globe with its all new Housekeeping product. While ALICE has always offered a flexible staff communication and task management platform that is used by housekeeping teams across the globe--the all new housekeeping offering is designed from the ground up to deliver a magical experience that will leave even non-housekeepers wanting to take it for a spin. The platform packs a punch with mission critical housekeeping management functionality like automated room assignments but delivers this functionality in an elegant and easy to use solution that integrates each department on property like a finely tuned orchestra. ALICE gave us a glimpse into the future of housekeeping with an exclusive behind the scenes tour of their reimagined housekeeping product. Let’s dive in, shall we… The All-New ALICE Housekeeping at a Glance A fresh take on a department that is one of the biggest cost centers for hotels, yet hasn't changed the way it operates in decades Forward-thinking design and intuitive user interface based on a system of simple icons and labels that minimize training requirements and maximize team adoption Push one button and watch your rooms inventory get magically assigned to the optimal members of your team based on your properties’ bespoke rules and characteristics Real time updates and notifications that make manual entry, tracking and repetitive tasks a thing of the past Automated reporting that unlocks new levels of visibility into real time and retrospective performance to bring more to your bottom line Platform approach enables seamless inter departmental handoff to supercharge your team’s collaboration and put an end to expensive and frustrating human error The all new ALICE Housekeeping boasts clean lines and an intuitive user interface that your team will actually want to use One of the single biggest problems in hotel tech is adoption (i.e. getting your team to actually use software and use it correctly). When hotel software implementations fail it’s usually due to the fact that on property teams lack the product knowledge needed to properly leverage the tool. For this reason, hotel software must first and foremost be simple and easy to use--clunky and bloated software rarely (if ever) reaches its full potential. With ALICE, you can put this concern to rest. The new housekeeping app design is stunningly beautiful and shockingly simple. The product team over at ALICE has taken design hints from best-of-breed user interfaces like Facebook and Google. Students of product design know that simplicity has long been the holy grail of product adoption and customer experience. Housekeeping teams often suffer from high staff turnover, challenging language barriers and in many cases and a lack of formal education. These factors make design one of the most important factors when selecting housekeeping management software for your hotels. Legacy housekeeping software platforms often run on confusing code based systems (e.g. code 1724 = clean room) that can be difficult to train new employees on. Contrastingly, ALICE runs on an intuitive set of icons and colored labels which deliver an easy to use experience for new hires and housekeeping veterans alike. Great software design delivers direct business benefits such as reduced training and generally faster on-boarding of new hires. There’s also a significant indirect benefit to ALICE’s cutting edge UX design which often gets overlooked by hoteliers. Choosing a technology vendor is as much about the future as it is about the present. Legacy software vendors often have hundreds or even thousands of features developed over the years that 90% of their users don’t even know exist (let alone know how to use). ALICE’s intuitive design ensures that your team will be able to easily learn and adopt new feature functionality as the platform progresses. In fact, the ALICE interface is so simple and intuitive that your team can literally get started with little to no prior training on the software. It's not surprising how intuitive ALICE Housekeeping is given that the product team didn’t even begin designing the product until they had spent more than six months shadowing hotels and performed more than 100 user interviews with hoteliers across various segments and geographies to learn about their pain points, daily routines and what makes them tick. Push one button and watch your rooms inventory get automatically assigned to the optimal members of your team based on your properties’ bespoke rules and characteristics While ease of use is critical for team adoption--the true magic lies in ALICE’s pièce de résistance which is (drum roll please…) automated smart room assignments. If you operate your housekeeping department the old fashioned way (as most hotels still do), your executive housekeeper sits down at their desk each morning to assess available labor and rooms turnover. They then spend anywhere from 30-minutes to several hours assigning ‘points’ to staff (ie. the standardized way of allocating housekeeping labor availability to demand on a daily basis) ensuring that all rooms that need to be cleaned are scheduled to be cleaned as efficiently and quickly as possible to accommodate incoming arrivals. This process can be extremely manual and intuition based which leads to lots of guesswork and a myriad of snowballing sub-optimal decisions that cost your hotel valuable time and money. For hotels that want to skip the guesswork and run an efficient housekeeping department, ALICE’s new housekeeping product allows your team to press a magic button then watch everything fall into place like a game of Tetris. Once you press the “auto-assign” button, ALICE’s algorithm instantaneously matches your staff with their optimal room assignments based on your hotel’s pre-determined staffing and inventory rules. This process can save your housekeeping managers anywhere from one to three hours each morning. Your housekeeping managers can then use that time saved to focus on other mission critical items that improve the guest experience and optimize your assets. Don’t want to let the computer do the work for you? No problem, ALICE offers complete flexibility for human override coupled with a simple drag-and-drop interface. You know what they say though, once you go auto-assign you never go back. Auto room assignment is only the tip of the iceberg because in a hotel, things are constantly changing. These critical changes don’t just happen daily, but hourly and sometimes even by the minute. A housekeeper calls in sick. A guest arrives early. An elevator breaks down. The list of exceptions, changes and variables is nearly infinite so keeping track of them and adjusting in real time is critical - this is where ALICE really shines. Every room change, late checkout, VIP arrival, etc. upends your whole plan and requires you to reoptimize. These types of real time optimizations with hundreds of variables and constraints are extremely difficult (if not outright impossible) for the human mind to compute. With ALICE, however, things like a rushed room will trigger the software to re-optimize room assignments instantaneously sans the mental math and back and forth team coordination. So unless your housekeeping manager is able to calculate sophisticated optimization algorithms on the fly - they’ll be forever grateful for your decision to invest in ALICE. The platform is likely to save them time, alleviate stress, make them better at their jobs and allow them to focus on the more strategic decisions within the department. Not to mention, it may even help them fend off some grey hair. Just considering the time savings alone for each fully turned room, investing in housekeeping software should be a no brainer for bottom line focused hoteliers The fatal mistake that many hoteliers make is that they are so caught up in the day-to-day operations that they miss the bigger picture and the impact that seemingly small boosts to efficiency can have on their bottom line at scale. A few minutes here and a few minutes there might not seem like a big deal in the moment (especially if you don't have software to track and measure this inefficiency) but that's exactly what makes these types of invisible inefficiencies so dangerous silently sucking profit out of your operation. Let's look at an example. Imagine you operate a 200 room hotel running 80% occupancy and 2.5 night LOS (length of stay). Based on those numbers, you are going to be cleaning north of 20,000 rooms each year and that's not even considering turndown service, mid-stay cleanings or special requests. So while shaving 4-minutes off of every one hour room cleaning might not seem like a big deal on its own can actually have a major impact on your hotel's bottom line. In fact, this one optimization alone has the potential to lead to enough in cost savings to pitch ownership on upgrading your hotel's housekeeping software to the 21st century as a 2-4x ROI initiative as shown in the image below. The new housekeeping product stays true to ALICE's platform approach creating a one stop shop for running and optimizing your hotel's operations With this robust new housekeeping offering, ALICE’s platform creates a seamless symphony between front of house and back office team members while enabling hotel owners and operators to gain critical visibility into their operations and make more informed decisions that ultimately lead to serious bottom line results. The day-to-day operation of a hotel rests on hundreds of daily requests both internally between departments, and from guests. Each of these requests involves subtle critical details, back-and-forth communication, execution and follow-up which is what makes seamless pass-on of critical information to the right team member, with native escalation procedures so essential when it comes to identifying and reducing human error. Equipped with ALICE, a housekeeper can leave a note about damaged equipment which automatically creates a work ticket, assigns the ticket to an engineer and notifies them to address the issue. A room attendant can quickly tag an item left behind for lost & found by snapping a photo so that the front desk knows which guest to expect a call from in real time. ALICE has done an incredible job converting the daunting complexity of hotel operations into elegant simplicity. What’s also great is that once you start using ALICE, you can say goodbye to all manual tracking, note taking and back and forth communication relays thanks to automated notifications, updates and task routing built directly into the platform. Is ALICE Housekeeping right for your property? The platform is a fresh take on a department that for most hotels hasn’t changed the way it operates in decades. While housekeeping features like automatic room assignments and real time progress reporting stand on their own as valuable additions to the ALICE product suite, the power truly gets unlocked when the platform is utilized by your whole team: front desk, engineering, concierge and housekeeping. Leveraging the full ALICE platform gives your team the tools they need to operate at peak performance by being completely in sync with each other. The all new ALICE Housekeeping combines the computing power of the cloud with deep operational expertise to simplify hundreds of housekeeping decisions made on property each day, and ensure that the optimal decision is effortlessly made in even the most complex scenarios. For some hoteliers, the intuitive UI and sheer awesomeness of ALICE’s new automatic room assignments feature will be enough to upgrade their hotel's housekeeping software. But if that's not enough for you then the promise of empowering your team to make better decisions that shrink the single biggest expense on your P&L is likely to do the trick. So the question is, if your team can save time, communicate seamlessly, decrease human error, reduce operating expenses, improve service delivery, foster happier employees and give management the visibility and tools to make better decisions from the comfort of their desk - why wouldn’t you give ALICE a try? This content was created collaboratively by ALICE and Hotel Tech Report.
It’s not uncommon for tech companies in hospitality to start as B2C brands (business to consumer) then pivot to service hotel businesses instead. Triptease launched as a TripAdvisor alternative before pivoting to become a direct booking platform. Similarly, Munich based TrustYou started as a hotel booking website that aggregated reviews from around the web to provide a single trust score for properties around the world before becoming a leading guest feedback and reputation management platform. Back in 2008, TrustYou founder Ben Jost noticed that online review scores had the ability to make or break hotel performance. He also noticed that reviews were being spread to more and more websites like TripAdvisor, Google, Facebook, Yelp and Expedia. Jost and co-founder Jakob Reigger hypothesized that if they could consolidate these reviews to provide travelers with a holistic view of a hotel by creating a proprietary aggregate score that they’d be able to leverage their neutral position to become a dominant booking platform. TrustYou’s booking platform experienced some success but Jost and his team noticed that thousands of hotel managers were coming to the site because they wanted to monitor their review performance across multiple channels - this was their ‘ah-hah’ moment. With this insight, TrustYou pivoted from a B2C model into B2B (business to business) and the firm’s growth exploded. “I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future.” ~Benjamin Jost TrustYou has since doubled down on reviews and even demonstrated a commitment to reviews in it’s own business winning 2nd place in the 2019 HotelTechAwards beating out more than 100 hotel tech peers. Everything that TrustYou does tests back to the fundamental question of whether a product or service will enable hotel clients to achieve higher review scores by delivering better service to guests. That mission has resonated with hoteliers around the world and in 2017 alone the Company analyzed more than 100 million guest reviews and collected more than 4 million survey responses. TrustYou’s guest feedback and reputation platform consists of four main components that work in tandem to gather feedback, manage collection at scale and leverage that feedback to drive more business: Review marketing: Market guest reviews via a website widget to increase hotel website conversion Guest messaging: Communicate with guests before and during their stay to ensure a great experience then send surveys afterwards to increase review volumes and rankings Guest surveys: gather feedback from guests after their stay to maintain guest satisfaction scores Reputation management: Real time insights into review scores and online feedback across a variety of channels Reviews are critical to the survival of any hotel today and Benjamin Jost believes that trend is only accelerating. We sat down with him to learn about his vision for TrustYou and to get his perspective on the evolution of reputation management in the broader hotel tech marketplace. What was your background prior to starting TrustYou? After studying engineering, I worked for two Venture Capitalists in Paris and Munich. Then I decided to go on an 8 month trip around the world, and when I came back, I started working in corp dev / M&A for a renewable energy company. I think TrustYou ultimately was born from my urge to do something on my own. Tell us how you founded TrustYou. My co-founder and old friend Jakob Riegger always had his own businesses from the age of 18, and from the outside, it always looked so cool to be your own boss. I think after working for various bosses in various types of organizations, I wanted to do something on my own, and when Jakob also simultaneously wanted to start something new, we brainstormed what we could do together. So the idea of creating a business together with my co-founder came before the actual idea of TrustYou. We started as a B2C company, so actually, our very first customers were users who heard about our site and used it. I know all my family used it because I told them to! But it wasn’t enough, and we were a typical underfunded, German startup and had no idea how much it would cost to actually compete in the B2C world of travel. So while running out of money we realized that more and more hotels were using our website and were looking up their reputation scores and reviews from across the web on our site. Of course they never booked their own hotel so we didn’t earn any money. But that was the starting point of our B2B business. I think it’s much easier to earn money in B2B than B2C so kudos for all the B2C companies who succeed in this world. Wow, I didn’t realize that TrustYou started as a consumer facing brand. Can you talk about the B2B business today? We believe deeply in the power of feedback to build a better product and offer a better service. The only currency that counts to achieve that goal is feedback from your customers. Therefore, hotels need to find a product that helps them collect, understand and market guest feedback (reviews, surveys, messaging) for every customer, via every channel, at any time. I still strongly believe that a hotel’s reputation is more important than their room price and for sure a more sustainable competitive strategy. The TrustYou dashboard gives hoteliers real time insights to improve their businesses Who is one mentor that has really helped you scale TrustYou? Many people helped me over time. One mentor who was there from the very beginning until today is Philip Wolf, founder of Phocuswright, who still sits on TrustYou’s board of advisors. What makes him important to me, next to his great character, is his unvarnished opinion about tough questions and topics. You can surround yourself with people saying yes to everything or with people who point to facts that can be really are uncomfortable to tackle, e.g. cutting costs, hiring people you deem unnecessary at first, etc. And he doesn’t let go until you tackle them, which I appreciate. I don’t always like it, but I always appreciate it. What's one commonly held belief that most hoteliers believe to be true that’s actually false? I think the one I most commonly hear is “I know my guests, I don’t need software to tell me”. Even if you are the type of hotelier who listens to their guests without a survey or reputation management tool, I definitely know you don’t measure any KPIs, track your progress over time, share feedback effectively with your team, or know if you’ll improve from where you stand today. Additionally, you still don’t respond to online reviews, especially the negative ones, and you don’t reach the average guest by sending them your own survey, your own questions. Technology does all of that for you, truly helping you listen to your guests, and win against the competition. What's the most surprising thing you've learned about scaling technology into hotels? Scaling a business in hospitality requires more manpower than what I would have expected when we started. In the beginning, I thought we would be a self-service technology that hotels would just buy, login to, and use. But we quickly learned that the business would require not only our tooling but also our expertise. We have truly become a service company, as well as a software company, and that requires talented people to support the hoteliers. We’re happy to be an extension of our client’s team as their dedicated feedback experts. Are there 1 or 2 companies that have been a particularly good partners for you? We partner with hundreds of different fantastic companies, so it wouldn’t be fair to just name one or two. However, what I would like to see in our industry are more open APIs and more simple connections. I think this would be very beneficial for our common customers, the hotels, but many tech companies don’t operate that way. I wish every tech company in our space would have a section on their website “API for developers” where you can develop solutions on top of their APIs and widgets. I am pushing my company to be open in that way because it just becomes much easier for partners to work with us and new things can be created. For example, I would still love to see rate management companies correlate their data with our data. We have the APIs, just plug them in. I would want every rate management company, every IBE, every website builder, every PMS, every CRM to use our APIs and products to build a better product. Review content plugged into different hospitality solutions is already happening on a small scale, but not everyone out there knows how easy and convenient it is and what kind of value add it can provide to their own solutions. We have an entire team dedicated to those needs. Where do you see TrustYou in 5-years? I want us to power feedback not only from guests but from other stakeholders as well. I believe we will enable feedback and communication between hotels and guests using messaging apps like Whatsapp, Facebook Messenger, and SMS instead of email. To help service our clients, I would want our platform to act as an AI solution and suggest actions to hotels based their data instead of just presenting it. I also think feedback will move from “3 days after stay” to “real time”. And I want TrustYou to spearhead those trends. How will the online reputation management category change in the next 5-years? I hope to see guest feedback become a “must-have”, where it belongs to a hotel stack like a website or internet booking engine. More and more hotels will have figured out that with a 4.1/5 overall score they can offer a $100 room rate, but with a 4.6/5 score they can charge $150. I remember 5 years ago we had one slide in our sales deck showing a king and a queen on a throne. The headline said “when price is king, reputation is queen.” Maybe it will take another 5 years until we see those both equally presented, but I definitely see it in the future. Does TrustYou have any new products or feature launches that you're particularly excited about? We just launched a new restaurant analytics product (May 2019) that is seamlessly connected to the hotel’s toolset, so for all hotels that run a restaurant in parallel, they can more easily manage their online reputation. Additionally, we have combined our Analytics and Survey with our Messaging product together into one platform so that as a hotel you can manage pre-stay, onsite, or post-stay communication and feedback from one place. Another big launch is coming towards the end of 2019, but I can’t talk about it just yet. Stay tuned! What's one piece of advice that you have for any entrepreneurs looking to get into the hotel tech space? When seeking funding and putting together your business plan, calculate an amount you think you need, and then double it! What is the best book you've read lately? Blitzscaling by Reid Hoffman. It’s written by Reid Hoffman, founder of Linkedin and Paypal. What is your favorite podcast My favorite “podcasts” these days are live interactions with my children. Very funny. Topics change every time. No scripts. I love it. What is one thing that most people don't know about you? I’m very approachable, and I think anyone who has ever reached out to me knows that. I’m an open book. So if you have questions or need information, I’m always happy to hear it and respond back.
Labor Management Systems provide tools to reduce labor costs by more effectively allocating resources and scheduling shifts. Labor is the largest expense on any hotel P&L (~44.2% of all costs) so managing how that labor is deployed is critical to operational efficiency. Managers use the software to get a high level view into optimization of employee shifts, to minimize overtime risk and more. Workers use the software to request time off, schedule shifts and view their schedules in real time. Hotel Effectiveness offers a solution to rising labor costs in the hotel industry. The product is an intelligent, easy to use labor management system that has proven to reduce total labor costs by 5% or more. The system utilizes staffing rules developed for each hotel combined with key operating drivers to produce dynamic work schedules for each manager. Full visibility into forecasted staffing needs, active trends, and individual employee productivity and hours enable real-time decision making to achieve 100% perfect labor costs. The firm touts major clients such as Heritage Hotels & Resorts, Interstate Hotels & Resorts, Pacific Host Hotels, Chartwell Hospitality and Spire Hospitality Decrease operating costs with Hotel Effectiveness Hotel Effectiveness claims to reduce total labor costs by 5% or more. The primary way they deliver on this promise is by creating a set of rules for each hotel client and notifying managers when those rules are at risk of being breached. For example, managers receive alerts when overtime risk is approached to avoid costly overtime and compliance violation penalties. Hotel Effectiveness conducted a case study with two select service hotels in the same suburban market. In the test hotel, the team set different room cleaning metrics for MPR (minutes per cleaned room) for guests staying over and those checking out. In the control hotel, they maintained a flat target. The test hotel achieved a 7.4% decrease in housekeeping costs based on Hotel Effectiveness’ recommendations with no change in brand quality scores. Hotel Effectiveness can decrease operating costs for clients by setting labor goals such as hours worked per employee and delivering real time insights to managers with recommendations of which staff to reduce hours with and which they should be ramping up to meet goals. This avoids overtime and maintains compliance with local labor laws. Hotel Effectiveness also ran a case study for a portfolio of 20 small limited service hotels that implemented its labor management system. In just 2-3 months after implementation of the software, the portfolio was able to eliminate 10,000 labor hours with cost savings in excess of $100,000. In an increasingly squeezed labor market - clients seek optimization "We have been in the business for 25 years and know how to operate high performing hotels. Hotel Effectiveness has helped us to control our labor costs. They are hotel professionals who get the hotel business." ~Naren Shah COO, Imperial Investments Group, Inc. "Hotel Effectiveness has made a significant difference in our hotel’s ability to control labor, save money, and streamline work. We have never worked with a more accommodating and customer-oriented company. Our General Managers love the products and timely information." ~ Jim O’Brien Executive Vice President, Wilson Hotel Management, LLC As with any product, there are weaknesses but Hotel Effectiveness is committed to improving them User interface for labor standards can use some modernization and updating for ease of use The learning curve requires training your entire team on the software which can make implementation challenging for disorganized properties or groups The data needs to be updated in real time with regard to labor rates We’d like to see an owner’s view The budgeter needs more data points to maximize benefits Benchmarking tool needs to be a bit more granular by enabling same brand comparisons The software needs budget comparisons in relation to the plan. Integrating budget forecasts would be a huge upgrade to provide more context. We’ve heard some complaints around room cleaning data accuracy when not integrated (2-way) with property management systems Key Features Labor standards: Cut your labor budget into precise and actionable labor standards that can be tracked against Dynamic scheduling: Develop a set of automated rules to adjust labor based on a combination forecasted occupancy and labor standards Automated labor monitoring: Get notifications for key risk areas such as employees ‘riding the clock’ and housekeeping productivity issues Corporate visibility: identify at risk or underperforming hotels in your portfolio by creating enforceable and trackable labor goals. Robust reporting: Real time insight into how your hotel is performing Benchmarking: compare your hotels against similar properties to see how you stack up and make necessary adjustments Key Integrations Time & Attendance Systems: ADP, M3 RightTime, Attendance on Demand, Kronos, Netchex, Paycom, Swipeclock, Ultipro, Workday, WorkRecords Business Intelligence Software: ProfitSword, Broadvine, Aptech Property Management Systems: Oracle Micros, Hilton OnQ, Marriott Fosse Payroll Software: A1HR, Execupay, Paycom, ADP, Fortune Business Solutions, Paycor, APS Payroll, Heartland, Payentry, Asure Software, Insperity, Paylocity, Avintus, iSolved HCM (Infinisource), PayMaster, Certigy, Microsoft Dynamics GP, Payroll Rx, CYMA Payroll, MPAY, PrismHR, Engage PEO, Oasis, Progressive, Evolution Payroll Services, Oracle Peoplesoft, Sage 300, ExcelPay, Paycheck, Shaner Solutions, TriNet, Workday, Valiant Hotel Effectiveness Pricing Pricing is based on number of employees and starts at $99/month for companies with fewer than 1-15 employees. Pricing is on a per month per employee basis 35+ employees: $4.90 100+ employees: $3.80 200+ employees: $2.70 301+ employees: $2.30 Additional cost associated with: Automated data integration Time & Attendance service Custom reporting & professional services Conclusions Most hotels are coming off of pen and paper or excel when it comes to labor management protocol. Hotel Effectiveness builds on Time & Attendance platforms such as Tsheets and ADP with tailored solutions to help hotels run their businesses more efficiently. Our main complaint with Hotel Effectiveness is around its user interface that is a bit dated; however, they seem to be updating consistently making the software easier to use for clients. When working with Hotel Effectiveness, realize that implementation does take work and focus - but once implemented the software will save more than the time you invested setting it up for your team. Hoteliers should strongly consider working with a specialized provider such as Hotel Effectiveness because combining PMS data with reporting solutions and time/attendance software allows hotels to unlock insights that can’t be acted upon in real time when any of those components are removed. We are most encouraged about Hotel Effectiveness’ ability to help hoteliers create rigorous and trackable labor standards. While the software is valuable in itself, Hotel Effectiveness provides industry specific benchmarking solutions and contextual data that is critical for success in the hotel industry. These insights can’t be gained through generalist providers or with Time & Attendance software alone. The platform is best suited for management companies looking to gain more visibility into their portfolio operations and is least likely to impact small hotels with minimal labor forces.
Hotelogix is the latest in a line of hospitality technology vendors that have recently launched a marketplace. The thinking behind these initiatives is that existing customers should have a clear place to find integrations that work well together. By providing a source of vetted partners, hospitality technology vendors hope to improve implementations and encourage better long-term outcomes. The new marketplace features third-party solutions that integrate fully with the Hotelogix hotel management system. To navigate the latest marketplace, we’ve identified a few useful integrations for hotels of different sizes. Top Marketplace Apps for Smaller Hotels Smaller properties prioritize reasonably-priced solutions that help staff provide better service more consistently, as well as provide functionality that makes independents more competitive with chains. These properties usually have less complicated operations without on-site F&B or spas. For properties that do have those on-site amenities, many available solutions have unneeded functionality -- which can make those solutions cost-prohibitive. Training and on-boarding also take center stage, as the smaller staff can’t afford to take too much time learning a new thing. Benefits must be observed quickly and without a long ramp-up period. Here are a few solutions that integrate with Hotelogix to help smaller properties compete more effectively. #1 Tripadvisor Review Express Tripadvisor Review Express allows hotels to automate the review process -- saving time for hotels with limited staff. Rather than spending time manually asking guests for reviews, this automation means less time spent requesting reviews and increases the frequency, recency, and velocity of reviews by encouraging every guest to leave a review. When used regularly, TripAdvisor claims that “the average Popularity Ranking for highly engaged hotels was 63% higher than their non-engaged counterparts.” As this guide to Review Express emphasizes, regular reviews keep engagement high and automated templates reduce manual work. Benefits of the integration: Review Express collects all TripAdvisor Reviews of the hotel added by recent visitors and Hotelogix makes sure that these are directly displayed on the Hotelogix front desk so staff can respond rapidly. #2 Bookingsuite RateIntelligence Bookingsuite RateIntelligence is the Booking.com family’s rate manager, ideally suited for smaller properties that may not need a full-featured rate/revenue management solution. It's a cloud-based rate shopping tool that gives smaller properties an edge with access to the kind of rate intelligence used by larger brands. Smarter pricing decisions can be made based on market demand data and competitor intelligence, the Rate Manager. Benefits of the integration: Single login to access, instant access within Hotelogix to top five competitors’ rates on RateIntelligence, compare prices with competitors’ and update rates in your PMS, and single click to update rates on all your channels. #3 Intuit Quickbooks Intuit Quickbooks has evolved into a comprehensive accounting solution, which is well-positioned in price and functionality for smaller properties. Quickbooks reduces headaches around manual management of invoices, and payables. It’s simple and efficient, with a handy “at a glance” dashboard to track performance. There’s a companion expense app so you can take pictures of receipts, and pull them into Quickbooks. Also, integrates cleanly with TurboTax if you decide to tackle your taxes solo. Benefits of the integration: Individual tracking and handling of credits and commissions given to TAs & corporate clients, as well as advanced payments & payments against settlements can be managed through separate account head. #4 Mailchimp Email Marketing MailChimp’s email marketing software is simple to use and easy to access across devices. With its template and visual editor, the company has eliminated design barriers to creating classy email campaigns, as well as pre-arrival and post-stay communications. For small properties without a marketing function, the do-it-all GM can design templates, run campaigns and use analytics to get better with time. It’s generally recommended that hotel marketers work with email marketing and CRM platforms such as Revinate and Guestfolio but very small properties may not have enough guest data or return visitors to warrant specialized products. Make sure to benchmark a generalist solution like Mailchimp with specialized solutions before adopting because bad email marketing can actually cost your hotel money through unsubscribes and sendability issues. Benefits of the integration: MailChimp lists update automatically with new bookings, cancellations, check-ins, and check-outs. Data imported into the relevant list includes room type, number of rooms, rate/package type, reservation booking deposit, tax amount, country, date of birth and gender of the guest. This information can then be used to segment lists and write copy for each specific segment. #5 STAAH Channel Manager The STAAH Channel Manager handles online distribution so you can manage them easily from one place. When a customer books a room from one website, availability is automatically updated across all other channels including your property’s booking engine. STAAH also has an integrated suite of software, including a reputation manager, booking engine, website, and gift voucher manager, which can be a convenient one-stop-shop for marketing a small property. Benefits of the integration: Single log-in to make instant updates and manage multiple OTAs, as well as analytics to determine rates, stop-sell limits and evaluate the success of sales channels. Direct connection to PMS minimizes manual errors that lead to overbooking and double-booking. Top Marketplace Apps for Mid-Sized Hotels Medium-sized properties may sometimes feel stuck in the middle: too large for solutions geared towards independents and yet too small for enterprise-level systems built to manage major operations. Many medium-size properties have F&B operations, sizable staff, and established revenue management procedures -- all of which require solutions with adequate functionality. Except without the enterprise-grade price tag! Medium sized properties generally have larger teams, a marketing department and dedicated resources for functions like revenue management. Here are a few solutions that help medium-sized properties increase productivity and grow their business through better revenue management. #6 SiteMinder Channel Manager SiteMinder’s channel manager provides the benefits of channel management to hotels with more complex online distribution needs. With granular controls over inventory allocations to individual channels, SiteMinder supports a sophisticated revenue management strategy. For medium-sized hotels that welcome guests from all over, the hotel’s base currency automatically gets converted to the currency of a particular transaction -- helpful for providing a consistent experience for guests. Benefits of the integration: The direct integration into Hotelogix eliminates any chance of overbooking or double booking, and also prevents errors arising from manual consolidation of booking data. #7 Beonprice Revenue Management The Beonprice revenue manager maximizes profitability by optimizing rates for every room sold through an intuitive and easy-to-use interface. The tool starts with a hotel’s historical booking data and then recommends pricing based on using local and national events, e-reputation, transportation price, weather forecasts and exchange rates. By automating rate setting using artificial intelligence and all the available data, medium-sized hotels can devote more time to optimizing other areas of the business. Benefits of the integration: Rates are published in real-time, using the latest data from the property management system. With this real-time, scalable, automated and flexible execution of rate publishing, hotels can more fully manage revenues and unlock the value of existing data within a PMS. #8 Repup Review Management Repup reputation management helps hoteliers make sense of online reviews by aggregating all reviews into a single dashboard. Using a combination of natural language processing, data mining, and business logic, the tool evaluates performance so hotels can win more business, increase revenues and build customer loyalty. For mid-sized hotels with lots of moving parts, management won’t have a direct line of sight into everything; Repup can surface issues and identify problems before they magnify. Benefits of the integration: Hoteliers can access complete review data within Hotelogix front desk. The centralized dashboard showcases 60 days of reviews and social media mentions from over 15 online channels, such as Expedia, Booking.com, and Facebook. There’s also an option to configure Guest Feedback Form which can be shared with guests right from the dashboard. #9 Xero Accounting Xero’s accounting software has become a popular choice for hotels with more complex accounting needs, such as multi-currency accounting, payroll, inventory management, and customized recurring online invoices for regular suppliers. For managers on-the-go, there’s a mobile app that mirrors many of the core management features of the web version. The platform is flexible: a robust set of integrations that medium-sized hotels plenty of control to customize workflows and sync Xero with POS, hotel CRM and other tools. Benefits of the integration: Room revenue, as well as corresponding taxes, commissions, and other charges are first recorded in Hotelogix and then automatically synced with Xero -- no more manual imports from the PMS to accounting software! Also, only fully settled folios get synced with Xero, which avoids a lot of headache around cancellations and unsettled folios. Top Marketplace Apps for Hotel Groups & Large Hotels Larger properties and hotel groups employ more people and serve more guests across more complex operations. They need enterprise-level systems that can adequately manage all of these moving parts. The sheer number of options leads to a complex evaluation process. Any new tech tool must integrate seamlessly and work well with everything else in a hotel’s tech stack. There are many interdependencies that make a challenging road for implementation. Not to mention the fact that a larger operation has more stakeholders, such as security and IT, that must approve any new vendor. Depending on the group, and the tech being implemented, on-boarding new tools can take months -- or more than a year for more mission-critical systems that require careful testing. So ease of integration is paramount for larger properties and hotel groups. Here are a few solutions that help larger properties and hotel groups manage complexity at scale and leverage all available data to build a healthy business over the long-term. #10 OneLoyalty OneLoyalty is a Loyalty Management Software that allows hotels without access to a larger loyalty offering to provide best-in-class loyalty programs to their guests. The independent hotel loyalty program also extends to employees and vendors, as OneLoyalty offers tools to engage across stakeholders to foster more loyalty. With OneLoyalty, hotels can offer rewards, coupons or other perks to their guests. A companion mobile app can ping guests with unique offers and alert guests to upcoming promotions. Benefits of the integration: With direct integration, hotels can more easily use the sales tool to attract more customers and increase the share of wallet. Customer profiles benefit from the direct integration, which makes for simpler segregation of customers to personalize offers and thus deepen re;relationships with past guests. #11 Snapshot Business Intelligence Snapshot business intelligence tool positions itself as “hospitality’s data platform.” The comprehensive data analysis platform is the backbone of a hotel group’s data practice. Since Snapshot thrives with larger pools of data, the solution is ideally suited for larger properties and multi-property groups. The Snapshot sweet spot is facilitating access across disparate systems and data sources. Hotels benefit from enterprise-grade custom visualizations that surface insights derived from this comprehensive view into a hotel’s business. Benefits of the integration: Hotelogix sends all past and future bookings and transactions to SnapShot for accurate hotel data analytics. Your dashboard is updated after every night audit, as Hotelogix sends an incremental report to SnapShot automatically. In addition, Hotelogix helps track reviews and social follower trends from SnapShot thanks to connectivity to social media and TripAdvisor. #12 Comtrol In-Room Devices Comtrol in-room devices have been providing networking and data communications for over 30 years. The stability of the company makes it a preferable partner for many larger operations that prize longevity -- after all, it’s important to know that a mission-critical vendor for communications, IT, and networking will be in business when you need them most. Comtrol gear ensures that the PMS maintains consistent contact and data transmission to accurately manage guest accounts. Benefits of the integration: With a direct connection into the PMS, Comtrol can ensure adequate functionality across in-room devices. For such an important part of the guest experience, such as room locks and keycards, this functionality must work without fail. In addition, there are potential benefits for enhanced customizations, such as personalizing the in-room entertainment with guest greetings and other guest-specific information. #13 Vertical Booking CRS The Vertical Booking CRS integrates with over 200 channels, which gives larger hotels more granular control over inventory distribution and allocation. The company also provides on-going training, which is especially beneficial to large operations that will naturally experience higher turnover. The CRS can be set-up to suit hotel groups and chains by defining which functions are managed centrally and which are managed independently for each property. In addition, chains can view performance at the chain level and property level, with staff assigned roles that offer access to the system according to individual roles. The graphic below maps the workflow for chains and groups. Benefits of the integration: A tight integration between the property management system and the central reservation system reduces errors and keeps the team focused on maximizing guest satisfaction. All reservations, whether made through the hotel's website or other channels, are instantly updated in the PMS. An added benefit for larger chains is that Vertical Booking’s CRS can integrate with multiple PMS, so if a new property has Hotelogix, it can be quickly integrated into the workflow.
At its worst, hotel operations technology exacerbates divisions between departments, which continue functioning as isolated fiefdoms. At its best, an operations platform pulls everyone together by promoting collaboration and clear communication in hotel operations. One such solution is Quore, a workhorse that harmonizes hotel operations for 3,600 hotels in 22 languages and 29 countries. Its cloud-based platform enables more efficient communications and operations management across housekeeping, engineering, and guest relations. For some hotels, the integrated approach to handling guest requests on the platform led to a 50% improvement in problem-handling score. Effective, reliable communications also improves the staff experience -- something that matters more in a tightly competitive labor market. Staff want the right tools that help them do their jobs well -- and many will leave in frustration without them. The Bureau of Labor Statistics pegs the 2018 hospitality turnover rate at 74.9%, so hotels that use technology to make work better will out-perform their peers in both retention and referrals from current staff. With an eye towards empowering employees, here are four team members that will be thankful for the Quore hotel operations platform. Your maintenance tech will prioritize projects better Guests hate discovering a maintenance issue upon arrival. It's an unwelcome challenge, presented immediately. It also makes even the most forgiving guest wonder why the hotel missed such an obvious thing, such as a burnt-out light bulb, a clogged toilet, or a broken doorknob. Quore’s functionality makes it easier for maintenance to overcome these challenges and work more efficiently in three key areas: Real-time problem management. When something goes wrong in the guestroom, it’s nearly always urgent. Guests don’t want to sit around and wait for an engineer, and, some things (such as a flooding drain or a sweltering room) are emergencies. Quore provides real-time problem handling that can quickly be assigned to the right team member -- and visible on that team member’s mobile device. Zdravko Bengez, a maintenance technician at the Hilton Garden Inn and downtown Nashville puts it like this: “With Quore, I know in seconds what needs to be done.” All relevant details appear on his mobile device, without having to chase down more information. Resource and project prioritization. Prioritizing resources is a daily tug-of-war, especially for larger properties. To effectively prioritize resources (including urgent problems like the ones mentioned above), Quore gives maintenance a quick overview, showing the up-to-date task list, as well as whether it was made by supervisor, the front desk, or a guest. This allows technicians to make on-the-fly decisions about where to go next, As well as stay in-the-loop with colleagues across the hotel. Preventative maintenance. PMs shouldn't be guess work. Quore supports hotel maintenance techs and engineers with preventative maintenance checklists that are automatically surfaced at the right time. As these lists evolve, changes are applied universally to keep everything consistent. Quore has robust enginnering features to support your maintenance staff: Prevenative maintenance, Pool chemical readings, Work orders, Boiler readings, Asset tracking, Meter readings, Custom inspections Your housekeeping manager will manage shifts more efficiently Housekeeping has many responsibilities that require regular communication and precise time management. Before a guest checks in, housekeeping must ensure that a room is available -- and up to brand standards. During a guest’s stay, housekeeping must service the room and fulfill guest requests for specific items. After check out, housekeeping must flip the room efficiently (and to brand standards) so that it's available for the front desk to assign. “The way in which a room is cleaned, tidied and presented to its guests is in direct relation to the level of service the hotel prides themselves on. Housekeeping provides guests with a clear indication of how they are valued.” -Paul Duverge, General Manager, Menlyn Boutique Hotel Quore’s platform makes this daily cycle easier on the housekeeping manager by supporting: Preparation. Each housekeeping shift is a puzzle. In advance of a shift, it's all about preparation and planning. Quore helps housekeeping managers to set each days priorities, as each stayover and checkout is clearly defined in the system. It simplifies the process of assigning rooms to housekeepers before they clock in. Prioritization. Things change throughout today. Real-time updates on things like stayovers becoming checkouts helps the housekeeping manager match staff resources with guest demand. Accountability. There's also very important advantage of a paper trail. As Liz, the assistant housekeeper manager at the Hilton Garden Inn in downtown Nashville learned after starting at a hotel with Quore, there's less accountability without a written record: “[With walkie-talkies] it's easy to not write something down. With Quore, it's like having a paper trail, so there's more documentation. Also, I can start and complete an activity all through Quore which is helpful for tracking.” Quore has robust houskeeping features to support your staff: Housekeeping assignments, Guestroom inspections, Deep cleanings, Lost & found, Room notices, Custom inspections, Digital breakouts, Room status tracking, Work orders, Brand standards compliance Your front desk manager will deliver better service It takes a certain amount of finesse to work the front desk. The ideal team member here is pleasant under pressure, with a knack for creative problem solving. Yet, even the most creative employee will be hobbled by poor information. The front desk is, in many ways, the central command post for a hotel’s operations. As the front line of guest communications, one of the toughest challenges encountered by most front desk agents is the unevenness of information. Quore’s smooths out these imbalances by adequately equipping the front desk to solve guest problems quickly with its: Dashboard. The Quore platform provides a single unified dashboard to collaborate quickly and across departments. This synchronization allows the front desk to focus on the rapid resolution of guest issues and avoid poor service situations, such as assigning an unclean or out-of-service room. Instead of less reliable means of communication, such as walkie-talkies or face-to-face, the front desk can communicate guest requests efficiently, says Finesse James, a front desk agent at Hilton Garden Inn in downtown Nashville: “It's a great method because it can keep us from having to call them when things are busy up here, and we are multitasking. It's easier to click and type in that we need them to do something. We can put all the specifics in the comments so they don't need to call and clarify.” Ease-of-use. The front desk is usually an untipped entry-level role, which means higher turnover. Quore’s consumer-friendly interface is familiar to anyone who’s used popular messaging and social media apps. It's intuitive, which reduces training time. The ease-of-use also keeps staff engaged and less frustrated, as they feel that the technology is working for, rather than against, them. For millennial's used to well-crafted interfaces, this is actually an important part of their expectations for the workplace. Digital logbook. No more deciphering chicken scratch or calling a colleague from a previous shift about “complaint from 402.” Standard log sheets keep staff informed from shift-to-shift. The digital log book also connects with related items, such as guest complaints or requests, so staff can easily find updates on notices mentioned in the digital log book. Quore has robust front desk features to support your front office team: Local attraction directory, Guestroom notices, Guest request management, Guest complaint management, Satisfaction callbacks, Key sign-in, sign-out and audit, Log book, Cash count log, Guest SMS, Security walks, Wake-up calls, Guest shipments Your general manager will achieve budget more often The best general managers know the power of consistent, clear communications. And many have learned this first-hand, rising up the ranks from entry-level desk clerk. According to a 2016 AH&LA study, 45% of respondents said that at least half of the general managers began in actionable positions. Quore allows these veterans to focus on providing fluid and flexible workforce communications that empowers rather than discourages. The Quore platform becomes a GM’s stalwart ally in running a consistent hotel operation by supplying: Centralized, digital log book. A GM can’t be everywhere at once. Quore’s position at the center of a hotel’s operation relives some of that pressure. As Gerald Loughran, the GM of Hilton Franklin/Cool Springs emphasizes, Quore’s digital log book is his hotel’s bible: “We’re religious about putting everything into Quore. If it’s not in Quore, it didn’t happen.” By pulling staff together into one shared operational brain, it’s much easier to maintain brand standards and close communication gaps. Go-anywhere access. A GM also has to go home at some point! Quore enables managers to keep track of staff to-do’s, tasks and track overall productivity across their hotel from any device. The go-anywhere access means that GMs aren’t out of the loop when off shift, at a conference, or on vacation. Actionable reports based on historical data. Historic data is easily accessible so that GMs can achieve growth and measurable improvement. This gives GMs the confidence that work is being done as it should be -- or quickly services areas that need work. When a GM spends less time on inspection or micro-management, it frees up time to focus on other metrics that matter -- such as guest satisfaction, revenue, and profitability. Quore has robust features to support your general managers:, Analytics & reporting, Asset tracking, CapEx management, Attendance tracking, Custom inspections, Budgeting tool, Checkbook visualization, Daily property walks
1. Don't overestimate the difficulty of delivering a personalized experience “Hoteliers believe delivering personalized experiences is hard. I have always looked at technology as an enabler for innovation. With the right enablers, hoteliers can take advantage of technology to make personalization easy, which is one of the cornerstones of our eInsight CRM product. I think either hotels don’t know where to start with their data, or they haven’t democratized access to the right people who can leverage it to drive home personalization. Hotels that standardize 2-way communication among systems and make data integrations a priority are the ones able to break through and outperform in personalization. Information is more relevant, robust and customized when all the systems are speaking to the touchpoints guests have in the journey.” ~Charles Deyo from Cendyn eInsight CRM “Many hoteliers believe that personalisation is not important enough to spend time on. But in reality, the cost of standardised digital communication, and generic upsell offers and promotions is enormous. Hotels are literally losing money with every guest that is walking through the front door.” ~Erik Tengen from Oaky Upsell Software 2. Place importance on vendor quality rather than size “Unfortunately, in this industry, the size of a hotel tech vendor sometimes is overplayed or overemphasized, while the quality of product and engineering teams is underemphasized. People often assume that large companies have better products simply because they can afford better engineers relative to smaller companies. This is far from the truth—I've seen very large companies struggle with their platforms and engineering initiatives. And I’ve seen smaller companies blow away the industry with their solutions. The important thing for hotels to remember is not to judge tech vendors by the size of the company, but by the quality and capabilities of their product and their dedication to customer service. It seems obvious, but happens more often than you think.” ~Gautam Lulla from Travel Tripper RezTrip CRS 3. Understand that artificial intelligence will not take your job “Hoteliers believe that revenue managers will lose their jobs when artificial intelligence gets good enough. I believe that artificial intelligence is going to make revenue management an even more valuable skill because it will take more insight and analytical rigor to stand out from the competition set in a data-driven world. Hoteliers are used to looking at PMS as a cost centre of the hotel. With the maturity of Cloud PMS, the paradigm has changed. A PMS should not be considered as cost, but as a system that will help them grow revenues and business. Also, for most hoteliers, deciding on PMS is an operational decision whereas I feel it should be more of a strategic decision.” ~Aditya Sanghi from Hotelogix PMS 4. Stop running your operations with pen and paper “Perhaps the most common belief I used to hear was that the Concierge didn’t need an application because they could use Excel or their logbooks. We obviously felt differently especially after spending time behind the desk and seeing the amount of work done manually and the importance of providing a tool to enable the team to be more efficient. We believe the role of the Concierge should be in the center of the hotel operation since their work touches so many departments and has such a significant impact on the overall guest experience. A good Concierge team does the job so well that they make it look easy. What is often not recognized or seen is the volume of work being done behind the scenes to deliver such a great guest experience. Investing in a tool allows the team to be more efficient and spend more time and attention on the guests. I believe the reason guests come back now is mostly because of the way the Concierge and other team members make the guests feel when they leave, more so than just having a beautiful hotel. Without a tool such as ALICE, it is very difficult to be efficient and create that great guest experience.” ~Adam Isrow from ALICE Hotel Operations Platform 5. Leverage technology to decrease staff churn “I think the single biggest misconception is that hoteliers think the solution to their traveler personalization problems is to invest in traveler facing technology and create an omni-channel experience. The biggest problem hoteliers face is actually their staff turnover. What is the point of having traveler facing technology, without experienced staff that have the right technology to empower them to deliver on the brand experience? Your staff must always come first if you want to truly personalize and fulfill your brand promise. This means hoteliers need to balance their traveler facing and staff facing investments more effectively.” ~Kevin Brown from Amadeus Hospitality 6. Place less emphasis on meeting budget in volatile markets “Hoteliers are not comfortable making changes to prices without knowing the effect it has on their ability to reach budget. In a volatile market, too much emphasis is placed on meeting budget and making safe pricing decisions that ultimately limit a hotel’s revenue achievement. Placing an emphasis instead on demand-based pricing will help secure the highest possible revenue from the marketplace. "Some hoteliers believe it is prudent to wait until business is strong and making more profit before they invest in “nice to have” tools such as revenue management software. That is like saying an athlete should wait until they can run faster before they buy good running shoes. It is the revenue management system that will enable them to maximize their yield and create the bigger profits." ~Ravi Mehotra from IDeaS Revenue Solutions 7. Embrace technology, software is cheap and extremely easy to use today “Most hoteliers are skeptical about technology - for good reason. Tech companies have a long history of over promising and under-delivering. As a result, new technologies are not often eagerly adopted by experienced hotel people. They would rather "wait and see" before embracing yet another "shiny object" tech solution. The last thing we need is another complicated software program that takes up all of our time and delivers little value. Tech providers need to focus on the benefits of their solution and design products to require minimal effort for maximum value. Don't assume that because hotels are multi-million dollar businesses that we like to sit around on our laptops all day - we have become successful by taking care of travelers - and each other - with the service and care that we'd provide to our own families.” ~Del Ross from Hotel Effectiveness Labor Management System “The most common misconception about technology is that it's too expensive. Hoteliers have this misconception because they don’t fully understand the value that the technology brings. They see it as a cost rather than as a profit center. Hoteliers often buy technology the same way they would buy a TV or a pillow. And because of that, tech vendors have been forced to limit their innovation.” ~Marco Benvenuti from Duetto Revenue Management 8. Don't ever manually price hotel rooms “They believe they can do good or decent manual pricing... but in reality there is no way a human can do even a decent job at pricing a hotel. The math behind that statement is really simple, there are two main reasons why a human has absolutely zero chance versus an automated AI system: 1) The sheer scale of the problem. If you're a hotel with 5 room types, 4 variations on each room type (breakfast/cancellation), bookable 365 days in advance, and want to update each price once per hour then you have 0.49 seconds per price to do your analysis and set the price. Even if you simplify the problem drastically, let's say you have a fixed additional cost for breakfast & cancellation, that you just want to update the prices once every four hours, and that you only allow your guests to book in the last 30 days, then you still only have 96 seconds per price to do the calculations and set the price. The sheer scale of the problem makes it impossible for any human to keep up and do a good job. 2) The complexity of the problem. It's important to acknowledge that no price is an isolated island, if you change the price of one room type for a particular arrival date then it will have an effect on all the other room types for the same arrival day. But that's not enough, it will also have an effect on the adjacent days as many people stay more than one night and some one-nighters are flexible and price sensitive. There is this ripple effect and you need to present the optimal set of prices, not the price that is thought to be optimal for one specific room type. Quite often the optimal price for one room type will have a negative impact on the overall revenue, and to calculate the optimal set of prices is both hyper complex and very computationally intensive, it simply cannot be done by a human. Humans should focus on strategic revenue management, not at setting prices.” ~Leif Jaggerbrand from Atomize 9. Stop paying massive sums for integration fees when the entire world has moved to open APIs “Hoteliers that its extremely hard and expensive to integrate different software solutions. Having built our own PMS with open API, I can confidently say that this is no longer true, and we stimulate hoteliers to integrate as much as possible to make their lives easier.” ~Matthijs Welle from Mews Systems 10. Use technology to create more personal interaction, not less “Messaging is impersonal, you can’t replace in-person interactions.” The aim of messaging is not to replace in-person interactions or even phone calls, it is to fill the customer service whitespace or void that exists today. There are a large portion of travelers and consumers today who are not communicating with your organization because you may not have the proper means. With the increasing influx of technology separating the hotel staff and guests (e.g. OTAs and Mobile Room Keys), messaging is one of the main components connecting hotels with their guests today.” ~Chris Hovanessian from Whistle