We certainly don’t need to tell you that the COVID-19 pandemic has shaken up the travel industry. But despite all the pandemic’s negative effects, this unusual year has inspired many hoteliers to take the leap into new technology that will enhance guest stays in 2021 and beyond. According to recent studies conducted by Amadeus, people are eager to travel again, with 75% of survey respondents stating they would travel within just three months of loosened restrictions. Although many of those travelers might feel nostalgic about the world “before,” the data shows that travelers expect technology to help reduce physical touchpoints, encourage social distancing, and more. In fact, 84% of respondents said hotel technology would actually make them feel more confident that they can stay safe and healthy on the road. In this article, we’ll explain five key areas where hoteliers can strategically implement technology to give guests a warm welcome to the “new normal.” By the end of this article, you’ll have a solid understanding of guest expectations and exciting innovations in the travel and tech space. Staff Collaboration Tools Help Improve Team Efficiency at Lower Staffing Levels With 87% of travelers feeling skeptical that their peers are following health and safety guidelines, impeccable housekeeping and maintenance service is more important than ever. If guests think their fellow travelers didn’t wash their hands before pushing elevator buttons or opening doors, then your employees need to go above and beyond to keep your property clean. You’ll want to do whatever you can to avoid housekeeping mishaps that could break guest trust, and a key element of success is staying organized and avoiding lapses in communication between staff. Staff collaboration tools make teamwork a breeze - even with teams that work on different schedules or in different locations. Software like Amadeus HotSOS gives hotel managers and employees the power to log maintenance issues, centralize housekeeping requests, record guest preferences, and more. The app integrates seamlessly with Amadeus’ own PMS as well as 100+ other systems, so your tech stack can work harmoniously. “We use Amadeus HotSoS for logging guests’ needs as well as general area maintenance, such as lighting fireplaces, old light bulbs, clogged sinks, broken tiles, missing paint. To be able to log and communicate with housekeeping, engineering and bell in this manner is excellent,” a Resort Activities Manager in Rancho Palos Verdes told Hotel Tech Report. Collaboration tools like HotSOS not only reduce communication lags and potential friction between departments, but they can enhance the guest experience by helping staff provide faster and more accurate service. In a post-COVID world, it’s even more crucial that guest expectations are met (if not exceeded) and that hoteliers can reduce costs wherever possible. Use Customer Messaging to Communicate Compliance and Safety Local health restrictions are changing frequently, and today’s traveler needs to stay in the know - and they need to receive information from a trusted source, like from their hotel. Hoteliers are implementing customer messaging tools like Amadeus GMS to communicate rapidly changing regulations and standards with guests. Whether you need to alert guests about a new travel restriction or share the good news about reopening the spa, guest management technology can help you spread the word. 42% of respondents even say that technology that provides on-trip updates to local guidelines and outbreaks would make them more confident about traveling. If you’re considering adding a GMS to your hotel’s tech stack, you have no shortage of choices. Through customer messaging platforms, you can communicate with guests via their preferred method. Some guests prefer email, while others prefer text messages. Some platforms, like Zingle (which integrates directly into HotSoS, even support WhatsApp and Facebook Messenger). Plus, you can set up automated messages that will free up your employees’ time while increasing guest engagement. Ditch Guest Room Phones for Smart Assistants Hotel guest room phones have been slowly dying out for years and the advent of smart assistants like Google Echo and Amazon Alexa accelerated their decline. Why? According to the Amadeus research, 61% of travelers would like to use voice assistant technology if present in their rooms. Hotels and larger groups like Viceroy are welcoming guests back to hotels by eliminating in-room phones and allowing them to order via the same technologies they’re using at home like mobile apps and smart speakers. Smart assistants powered by software like Volara are preprogrammed to control every facet of the in-room guest experience going far beyond the capabilities of in-room phones without adding significant cost. Volara’s voice technology integrates seamlessly into Amadeus HotSOS to fulfill service requests. “The reality is anything you can do to limit direct contact with other people and even our own surroundings is part of widespread change in personal behaviors. Guests no longer want to have to touch the remote control or use the guest room telephone to make service requests. If a guest has forgotten toiletries or needs to report maintenance issues for instance, or even play music, watch shows, set alarms, or request more towels, they will want to do so in a contactless manner. Having the ability to simply ask an in-room voice assistant to help fulfill special requests and preferences will be an opportunity to increase guest Loyalty,” says Volara CEO Dave Berger in an interview on the Amadeus blog. Eliminating Lobby Crowds with Contactless Check-In Like with contactless ordering, offering a contactless way for guests to check in to your hotel is the welcoming touch that every traveler wants these days. Amadeus’ research shows that 62% of travelers would prefer to handle check-in and check-out via an app, so hoteliers that don’t yet have a technology solution for contactless check-in are making it a priority to implement one. Both guests and employees enjoy peace of mind when they don’t need to exchange physical credit cards, IDs, registration cards, and pens. “There are a number of ways the PMS can become a key component of the new guest experience. First, advanced two-way integrations with other supporting systems (CRS for instance) will allow for synchronized data across platforms to capture and make data actionable data coming from new apps. Second, many PMS systems provide simple and robust integrations with hundreds of third-party systems to make the implementation of new mobile services and tools simple and painless. Finally, some PMS systems offer open APIs, which make it possible to integrate with custom internal apps. This allows hotels and hotel chains to innovate at their own pace, and be more agile,” says Patrick van der Wardt, Head of Sales Specialists International, SO, S&C, PMS at Amadeus. Besides just providing a solution for check-in without physical contact, contactless check-in software can personalize the guest experience further by offering upgrades and add-ons that can lead to incremental revenue. -- As we’ve learned throughout the pandemic, guest preferences and expectations are changing rapidly. COVID-19 ushered a new wave of contactless technologies and efficiency driving software into the hotel industry. As we prepare for a travel rebound, hoteliers are still in a prime position to optimize their tech stacks to ensure they are able to capture and maximize on new business opportunities. Every facet of the guest experience is being reimagined with the creative use of technology from booking to check out. Let market data like this Amadeus research and the needs of your own guests guide your technology decisions and set your hotel up for success in 2021. This content was created collaboratively by Amadeus and Hotel Tech Report.
Hotel Property Management Systems Software Articles
Choosing a hotel management software system is like buying a car: it’s easy to feel overwhelmed by the plethora of options, and it can be difficult to find trusted advice about the PMS features you need most. “There’s often a misconception in business software that one size fits all. Every hotel has very specific needs based on property size, chain scale, geography, and dozens of other variables. On top of that, every owner or manager has their own preferences in terms of design, usability, and support. It is absolutely critical to narrow down the problem you’re trying to solve to engage with PMS vendors, and ensure you aren’t being sold on things that your property doesn’t need” says Amelia Gain, CEO of popular Hotel PMS company Preno. Hotel industry veterans often use the analogy of a duck on a lake to describe hotel operations. Above the surface, the duck appears calm and collected, but under the surface its legs are kicking furiously. Guests are often stressed with their own travel plans, or are trying to escape stress altogether during their holiday, so it is critical for staff to appear calm and relaxed regardless of the hustle and bustle. Technology is one of the key tools that hoteliers leverage to make operations appear effortless to guests, and hotel management software is the single most important system in the entire hotel. Whether you work at an independent bed and breakfast or a global hotel chain, your hotel management system is the nucleus of your property. Nearly every member of a hotel team must access the PMS to perform daily tasks. Guest service staff need to prioritize hotel rooms that must be cleaned for early VIP arrivals. Sales & event management professionals need to block off rooms for groups. Hotel managers need to access the system for data and operating insights. Hotel management system vendor selection is one of the most important and difficult decisions a hotel operator will ever make. By the end of this article, you’ll know exactly what to look for so that you can make informed technology decisions for your property. The Most Essential Hotel Management Software Functionalities Let’s start with the basics. These features are true must-haves for any modern hotelier who wants to use technology to improve the guest experience, make back office operations more efficient, and build lasting relationships with guests. Intuitive & easy-to-use interface: A user-friendly interface is the most important factor when choosing mission-critical software for a hotel. If your hotel software is complex and confusing, more mistakes will be made, costing you more money. Common tasks should not take lots of time and steps, as this slows down your team and limits your ability to grow quickly – hence the need for a powerful hotel management software system. Mobile & tablet optimised: When your manager, housekeeping team, and other staff members need to check details on a booking quickly they shouldn’t have to rush back to the office. Any system you use must not only be accessible by, but also optimized for use on mobile phones and tablets. Better yet, your owner should be able to check performance while on holiday. Clear visibility of the grid: Adding special events that are happening in the region, highlighting returning guests, and identifying guests who are yet to pay their bill are all features your grid should enable by default. Your grid should allow you to quickly & easily see key information about your guests. Guest profiles: Are you working on building guest loyalty? Guest profiles store your guests’ contact information, stay history, and even preferences, so that you can deliver a more personalized experience during their next stay. Better yet, a guest profile with stored CC’s of your guest will make it even easier for returning guests. Email automation: You can communicate with guests and reduce manual work for your staff by deploying personalised, customised, and automated emails. Using your own templates, automated email functionality allows you to build a communication journey from the initial booking to targeted offers for repeat guests. Housekeeping management: Your PMS should allow your housekeeping team to mark rooms as clean, dirty, or out of order. Having this information in one central place gives the front desk visibility of room statuses, so that they can accommodate early check-in’s and room moves without needing to radio the housekeeping supervisor. Reservation management: Perhaps the absolute most essential PMS feature is reservations management and front office features. By housing all of your reservations digitally, hoteliers can make a paper reservation book a thing of the past. Within reservations management, you should be able to set rates, control availability, offer promotions, and visualize reservations on a calendar. Room management: The room management module of a PMS is like your virtual front desk. This functionality lets front desk agents check guests in and out, and cancel or extend reservations with just a few simple clicks. Group bookings/reservations: If your hotel plans on hosting any type of event or group of guests, then group reservations functionality is crucial. Group reservation features include allowing guests to book reservations within the room block, exporting a room list, and configuring billing settings so that you can bill one account for multiple rooms. Invoicing: When most guests check out, they want a copy of their bill, so, your PMS should be able to easily export guests’ folios that contain all charges from their stay. Similarly, you’ll want solid, straightforward financial reporting that helps you reconcile revenue and expenses from room revenue, outlets, vendors, and more. Payment processing: Gone are the days when guests paid with cash or cheque, so you’ll want a PMS with a payment processor integration that allows you to effortlessly charge guests’ credit cards and have secure access to major payment gateways. Business intelligence & reporting: How do you know if your hotel is doing well if you can’t measure your performance? A PMS with robust reporting features will give you insight into your revenue, ADR, RevPAR, and a slew of other metrics so that you can find opportunities for growth – and track your progress toward your goals. Rate management: Do you want to offer a non-refundable rate or value-added packages? If so, you’ll want rate management functionality that allows for multiple, customizable rate plans. User logs & permissions: With so much turnover in the hotel industry, it is important to keep front-line staff accountable with detailed user logs to have an automated record in case of any mistakes, as well as to ensure proper training and issue resolution. Additionally, we are living in a world where consumers demand heightened security, so it is critical that staff are only able to access the parts of the hotel management system required to complete their core tasks without unnecessarily accessing sensitive information like credit card data. Key Software Integrations to Supercharge Your Hotel Property Management System A PMS is an important software partner in its own right, but running a hotel is very complex, which usually means that more feature functionality will be needed than a PMS can provide. For that reason, some of the most important PMS features are actually software integrations with other key systems to unlock more value and performance through real-time data sharing and triggers. Let’s explore some of the most critical PMS add-ons. Accounting software: Accounting is an ever-changing, complicated industry, and you don’t want to be stuck with software that is out of date when rules change. As such, you should look for software that has robust and complete integrations to the world leaders of accounting software like Xero. This will empower you to streamline your invoicing, reconciliation, commission payment, and billing processes and automate repetitive tasks to help your finance department run more smoothly. “Whether you’re tracking agency commissions or configuring payment policies for groups – it is vital for hotels of all sizes to have a seamless integration between their property management system (PMS) and hotel accounting software. Why? It saves countless hours of tedious administration via automation,” says Preno’s CEO, Amelia Gain. Point-of-sale system integration: If your hotel has a restaurant, bar, spa, or other outlets, then an integrated POS can do wonders for your operations. When your POS can talk to your PMS, guests can seamlessly charge purchases to their room, and you can keep a record of guest purchasing activity to analyze trends and personalize future loyalty offers. Channel manager: Do you work with third-party channels like Booking.com and Expedia? If so, you’ll need a channel manager to push your rates and availability to these platforms, and more. In return, it will send reservations back to your PMS to capture more hotel bookings. A channel manager can also prevent overbookings by syncing with your PMS since it will know when to turn off distribution as a certain room type gets sold out. Channel manager software solutions are also important for hotels to optimize the allocation of rooms across channels and to ensure maximum profitability. Booking engine: Allow guests to book directly with you, with no expensive commissions. An online booking engine, which publishes your rates and availability to your website, collects the necessary information from guests, and creates reservations in your PMS. Looking for more advice and information on hotel management systems? Download Hotel Tech Report’s 2021 Hotel Management Software Buyer's Guide to inform your vendor search. This content was created collaboratively by Preno and Hotel Tech Report.
It’s no secret that exciting things are happening in the world of hotel technology, but how do you know when it’s time to upgrade the tech at your hotel? The hospitality market is continually changing. As your guests’ preferences shift and software becomes more sophisticated, you may reach a point where your hotel’s tech stack can no longer facilitate the level of service you expect for your guests. To anticipate these changes, it’s crucial that you invest in a Property Management System (PMS) that can naturally scale with your business, and seamlessly integrate with new technologies. Most importantly, your PMS should be intuitive and efficient enough to allow your staff to focus their energy where it belongs 一 delighting your guests. In this article, we’ll explore the benefits that a mobile and guest-centric PMS can bring to your hotel, like allowing your staff to manage your hotel from anywhere in the world, or giving your guests the option of a completely contactless check-in, directly from their mobile device. We’ll also highlight the key elements of a guest-centric system and show how they apply to some real-world case studies. The Hallmark Features of a Guest-Centric Cloud PMS A guest-centric cloud property management system should embody four key goals: ease of operations, ease of access, ease of scale and connectivity, and ease of profit. In short, your PMS should be unburdened 一 it should empower your staff to deliver your ideal guest experience, not hinder them. StayNTouch CRO, Michael Heflin suggests two great examples of a guest-centric PMS in action, “A luxury hotel can choose to greet their guests with a glass of champagne in the lobby while the staff member checks them in on a tablet or they can offer self check in at a kiosk station that’s tucked away, allowing the guest to be socially distanced.” In addition to streamlining operations, a modern, cloud-based PMS can easily be accessed from anywhere on property...or the planet. Staff members can manage their hotel from any device that has an internet connection, including tablets or smartphones. Guests can also manage their reservations or check-in from their mobile devices 一 even before setting foot in the lobby. A guest-centric PMS doesn’t just provide benefits within your hotel’s walls; it can facilitate connections between your hotel and a whole world of software integrations. From distribution channels like Expedia, Booking.com, and the GDS to payment processors, keyless locks, or reputation management systems, a flexible cloud PMS certainly isn’t just a tool to house reservations 一 it’s the glue that holds all other tools together. “We also make it easier to profit with targeted and automated mobile upsells and features like hourly rates/day use, which make it easier to expand revenue segmentation by utilizing rooms for workspace, private dining, day spas, or any experience a hotelier can imagine. A guest-centric cloud PMS fully unburdens staff, and enables them to deliver the optimal guest experience each and every time so that hoteliers can deliver on whatever guest experience they design,” says StayNTouch’s Heflin. But the benefits of a guest-centric PMS aren’t limited to operations; it can also unlock increased profitability. Such a system can expand revenue streams to include day-use rooms, for example, giving hoteliers new options for private dining, spa services, and meeting or workspaces. How to Know if Your PMS Isn’t “Guest-Centric?” Traditional property management systems are designed to be purely transactional, often charging additional fees for upgrades or add-ons. While this strategy makes short-term sense for the PMS company, it does so at their clients’ expense, by forcing them to pay more for a platform that is less flexible, difficult to use, and difficult to scale. In short, these systems aren’t designed to empower hoteliers. Michael Heflin offers practical advice for rooting out antiquated systems, “You can see a similar approach in the design of many legacy systems. Running off of a desktop terminal, they often feature a user interface which is clunky and outdated. This distracts hoteliers from their guests in two ways: First, because the UI makes it difficult to complete even simple administrative tasks, the staff member must spend more time buried in their screen to serve their guests. Second, running a PMS on a desktop on a stationary front desk prevents hoteliers from moving around and serving the guests where they are. In this sense, legacy PMS systems are literally distracting the hotelier when they try to engage with their guests, while placing physical barriers between the guest and hotel staff.” Legacy systems are clunky and slow. They distract your staff with outdated interfaces that complicate even simple tasks, so they spend more time buried in their screens and less time actually interacting with their guests. In addition, a legacy PMS running on a desktop computer literally erects a physical barrier between staff and guests. When a hotelier is confined to a centralized front desk, they can’t meet their guests where they are, but instead force guests to wait in line to have their requests handled. A mobile, guest-centric PMS, on the other hand, frees staff members to provide excellent service anywhere on property. And because the system features a colorful, intuitive user-interface, as well as advanced automation, it requires less time and attention to complete tasks. Identifying a Guest-Centric PMS in a Sales Pitch Many PMS platforms claim to be “best-of-breed,” but they might not be truly guest-centric. To determine whether a PMS offers the functionality you need, you’ll want to verify four points during the buying process: First, if the PMS advertises itself as “cloud-based,” but isn’t native cloud, then that means it’s just being lifted from its on-premise environment and migrated to the cloud. That isn’t true cloud 一 and the software will suffer in terms of performance and reliability. If it takes over 2 minutes for a staff member to complete a check-in, then the product isn’t intuitive and isn’t designed to enable a seamless check-in. If you are not able to give your guests the option of a contactless check-in, or a chance to personalize their stay through their smartphone, or give your staff the flexibility to move beyond the front desk to service your guests, then it’s not a guest-centric PMS. Finally, if the PMS can’t seamlessly connect to all of your core systems and allow you to build nuanced and dynamic guest profiles, then your system is neither connected, nor is it guest-centric. Your PMS isn’t just “another app” 一 It’s the heart of your hotel’s technological ecosystem, and your decision has critical implications for your guests, employees, and profitability. A great PMS is like the mission control for your hotel’s operations and the core of your on-site technology, and it should put the power in your hands to deliver your version of the ideal guest experience. The Future of Property Management Systems The post-pandemic hospitality market will be marked with both challenge and opportunity. In the next five years, we can expect vast changes in the hospitality market. Mr. Heflin elaborates: “In the next five years, we can expect hoteliers to fundamentally reimagine what it means to be a hotel, and capitalize on emerging markets such as co-working and extended stay. Also, offering guests self-service options will be a necessity rather than a nice to have or a trend for the moment.” In order to capitalize on these trends, however, you need a PMS with the flexibility to leverage the latest technology. StayNTouch makes it easy to scale and connect with third-party solutions with open-APIs, seamless integrations, and regular free system upgrades. As your hotel evolves, your PMS should be able to evolve with you and allow you to deliver the type of service the modern guest wants. Exciting PMS Features to Look for Property management systems have so many features, but what less-common functionality should you look for to add value to your property? Hourly rates: Hourly/Day Use functionality lets hotels leverage entirely new market segments and reimagine the relationship with their guests. Although originally developed for airport hotels serving travelers experiencing extended layovers, the possibilities of hourly bookings are endless: For example it can also be used to monetize co-working programs for teleworkers, to make day spa reservations, or it can repurpose rooms to create an exclusive, socially-distanced dining experience. Contactless check-in: Across the board, traveler preferences have shifted toward contactless services over the last year. Ideally, guests should be able to check in to their room from their smartphone or a self-service kiosk, then further customize their stay through upgrades, amenity or restaurant reservations, or monetized early check-in or late check-out. Simplified webhooks: Webhooks are enhancements to an open-API architecture that lets them find the exact piece of data they need, in near real-time. To use the old analogy: While a traditional API would spend time combing through a haystack, a webhook would be the thread leading directly to the needle. This allows for highly nuanced and personalized integrations in close to real-time, without burdening the system’s processing ability. Hospitality Brands that Maximize their Use of Software The “ideal guest experience” is different at every hotel, since each property is unique. That’s why it’s important to have a PMS that allows you to shape the guest experience to meet your goals. Let’s take a look at three hotels who used StayNTouch’ PMS functionality to create unique experiences: The TWA Hotel, located at JFK Airport, serves many travelers who book hourly-rate rooms during layovers or delays. Using their PMS’s hourly-rate functionality, the TWA Hotel can manage rates, operations, and reporting at the hourly level. This level of customization lets guests pay for only the hours they need; therefore, the hotel can maximize its inventory. Mint House at 70 Pine focuses on remote professionals working in New York City’s Financial District. Through their PMS, the property can sell rooms at an hourly rate, which is an attractive offer for individuals who need a place to work for a few hours or virtual businesses who need meeting space for events. With its green, open-layout design, ZoKu Amsterdam offers both extended stay options and spaces for socializing and coworking. Zoku created a welcoming and efficient check-in process that includes both mobile check-in and self-service kiosk options, so guests can customize their arrival experience. What to Expect When Switching to a Guest-Centric PMS Switching to an entirely new system can be daunting, and you want to make sure the risk is worth the reward. A guest-centric cloud PMS can have a significant impact on your property - in many positive ways. For example, you’ll notice faster adoption of the system by your staff. It is user-friendly and intuitive, so it takes less time to learn how to use it. A smooth check-in experience can also shave time off the check-in process and increase adoption of self check-in options, whether on a smartphone or a kiosk. A guest-centric PMS should also reduce costs; a modern system shouldn’t charge extra fees for integrations, server maintenance, or updates. And another notable change should be a boost to your ROI; through automated upgrade or amenity offers, you can realize incremental revenue with little additional spend. But above all, you can expect your new, guest-centric PMS to eliminate any distractions or roadblocks to excellent service: “Technology should be there to enable and amplify the experience a hotelier envisions and should always keep the guest at the focus of that experience,” Mr. Heflin explains. When you consider your next technology partner, keep in mind Mr. Heflin’s point that, “personalized service will be more important than ever, and that makes platforms that empower personalized service that are much more critical to long term success.” Ultimately, great technology, and specifically a great PMS, should facilitate exceptional service and empower hoteliers to deliver on their promise of an exceptional guest journey. This content was created collaboratively by StayNTouch and Hotel Tech Report.
The pandemic accelerated technological transformation across the hospitality industry. Contactless has become a must-have, fitness centers have gone virtual, guest communications have moved to mobile, and self-service has become standard. While some hotels found themselves rapidly deploying new technologies, other hotels have been playing the tech-long game for years. Here are some of the world’s most notable high-tech hotels. We've covered the tech strategies of great hotel groups like Viceroy and Noble House who implement everything from contactless check-in to digital concierge but this article focuses on some more wacky tech implementations with a bit of focus on form over function. This list features some pretty cool hi-tech gadgets and hotel room amenities that go above and beyond the typical flat-screen tv. Some of the cutting-edge technology on this list may off-put more traditional travelers but will undoubtedly hit the spot for tech-savvy millennials. Rather than layer technology onto the operation, these properties embed technology into the fabric of the operation, making it a focal point and key feature. Some use it as an Instagrammable moment at a specific location while others structure their entire brand around the tech-enabled guest experience. Either way, technology is front-and-center at these hotels. Henn Na Hotel, Japan “The Robot Hotel” Tokyo has become the marquee high-tech hotel. The brand concept is “commitment to evolution,” which appears across its operation in the form of robots. Lots of robots! The brand claims to be the world’s first hotel staffed by robots -- and there’s really no disputing that, as guests are greeted by robots at the front desk. At one property, the front desk is even staffed by dinosaur robots and iPad kiosks, which is quite the experience. Other high-tech features at some locations include a robot barista frothing lattes, espressos and teas, as well as a 360-degree VR space for guests to immerse themselves in virtual reality experiences. The hotel is also fully enabled with Wifi powered facial recognition, which eliminates the need for a hotel key altogether. Guests can access the property, and their individual guest rooms, seamlessly using biometrics. Very futuristic, indeed! YOTEL, New York City The YOTEL brand has been synonymous with technology since it opened its doors near Times Square. The showstopper was a massive robot arm dominating the lobby, providing automated luggage storage for guests (as well as safety deposit boxes to store valuables). The YOBOT also provides self-service check-in, which puts the brand far ahead of today’s contactless guest experience. The rooms -- called cabins -- may be small, but YOTEL uses technology to deliver its promise to “give you everything you need, and nothing you don’t.” This includes Smart TVs so that guests can connect their own devices and choose their own entertainment. The guest rooms also use motorized beds as space-savers and motion-activated sensors for lighting and AC to reduce carbon emissions. It’s all about efficiency, delivering an outsized guest experience in even the smallest spaces. Blow Up Hall 5050, Poland The Blow Up Hall 50/50 is an impressive mix of form and function. Designed by BAFTA-award-winning artist Rafael Lozano-Hemmer, the hotel combines a restaurant, bar, gallery, and hotel into a unique vibe. There are several digital art installations, including a commentary on surveillance capitalism embedded right within the lobby. The property eliminates the traditional touchstones of the hotel experience: there’s no front desk. The guest’s smartphone provides access to the property, from check-in to room keys to staff communications. The phone also acts as a room finder: after opening the app, the assigned room lights up and the door unlocks automatically. It’s these small tech flourishes that reinforce the property’s sense of mystery and intrigue. Hotel Zetta, San Francisco At the center of Silicon Valley, the centerpiece of Hotel Zetta is most definitely its virtual reality room in the lobby. Designed by a local tech startup (naturally), the VR cube gives guests a fully-immersive opportunity to experience virtual reality. There are also Nintendo Switch consoles and Oculus VR headsets available so guests can experience next-generation technology in the comfort of their rooms. Other tech touchstones include a vintage Atari Pong table in the Zetta Suite, which is modernized to include both the classic game and a Bluetooth speaker to play personal playlists. Each guest room is also equipped with Alexa-enabled voice control in every room. Guests can order a meal from room service, set an alarm or learn about on-property dining specials. Kameha Grand, Zurich The Kameha Grand isn’t one of those kitschy places that you’re embarrassed to stay at. Quite the opposite: the high-end “lifestyle hotel” is part of Marriott’s Autograph collection. And, with rooms designed by Marcel Wenders, it’s got all of the trappings of a luxury property. Rooms Our favorite rooms are, of course, the Space Suites. It’s the most futuristic room type on this list because it quite literally connects to space. The in-room TV features a live feed from NASA TV so that you can fuel those space dreams. The atmospheric vibes will contribute to that dreamy feel, with “outer space furnishings have been designed down to the smallest detail with a floating bed, pictures of galaxies, hovering astronauts and models of rockets.” Far out! Virgin Hotels The Virgin Hotel brand has always been tech-forward and guest-centric. Even prior to the pandemic, the brand empowered guests to control their own experiences right from the palm of their hand. Now, those features are dramatically expanded to be even more contactless. Named Lucy, the app allows guests to skip check-in, using their phone to select rooms and unlock doors. Guests can also use the app to order room service, adjust room temperature, control entertainment (in-room streaming and Apple Music), plan their trip around the city, or even follow custom exercise routines by Fitbod. Following on smartly with its brand promise, the app also offers three preset lighting modes for guestrooms: Get Lit for full brightness, Get in the Mood for dimmed relaxation, and Do Not Disturb for sleep. By putting all of these elements together into a single interface, Virgin Hotels puts the guest in control. 25hours Hotels Another brand that’s focused on high-tech without losing high-touch hospitality is 25hours. Thanks to an in-house multidisciplinary think tank, the Extra Hour Lab, the brand experiments with new ways of engaging with guests, both through digital and analog channels. That balance plays out in Cologne, where the record store greets guests alongside Perhaps that’s one aspect that distinguishes the futuristic, high-tech hotels: those that understand how to inject storytelling into the experience alongside the latest technology. Cityhub A hybrid between a comfortable hotel and a convivial hostel, Cityhub is futuristic in both its technology and its approach to hospitality. It’s part of a new wave of brands that blend categories and use technology to enable a more social experience. The Cityhub brand has an app but it also takes a cue from Disney and offers RFID wristbands. These bands are used not only for check-in and property access, but also at the bar, cafe or vending machines, where guests can serve themselves and charge their rooms. Without having to constantly pull out their phones, there’s a more personal element to the experience. Each “hub” has its own customizable lighting, temperature and audio streaming, so guests can control their vibe. There’s also an on-property social network, giving guests a digital lobby to meet and plan real-world adventures. The Atari Hotel, Las Vegas (coming soon!) A notable mention is the upcoming Atari Hotel in Las Vegas. This property will blur the boundaries between hotel and immersive experience, building on Las Vegas’ long history of blending entertainment with hospitality. The experience is straight out of Blade Runner: bright lights, massive marquees, and an “everywhere you look” focus on gaming. The Atari Hotel points to a far-more futuristic vision of hotels than anything else on the market today. It very well could be the first hospitality experience built just as much for the virtual world as for the physical one. Guests can host friends in their rooms for gaming marathons, with consoles, batteries, and spare controllers available for delivery. The Atari Hotel may redefine the category and establish a new mainstream travel trend: the gamer circuit. -- What are your favorite high-tech hotel amenities? Let us know if we missed any key ones like hotels with crazy underwater speakers, air conditioning activated by motion sensors, cool touchscreen applications, and more!
Hotel accounting can be really hard. Between agency commission tracking, deposits, invoices, chargebacks, and reconciliations – we humans just aren’t equipped to handle this level of complexity. Small business accounting software like Xero makes accounting a breeze, but given very specialized accounting requirements in the hotel industry - even great accounting software like Xero can fall short without a proper integration to your property management system. Whether you’re tracking agency commissions or configuring payment policies for groups – it is vital for hotels of all sizes to have a seamless integration between their property management system (PMS) and hotel accounting software. Why? It saves countless hours of tedious administration via automation. In this article, we’re going to walk you through the easiest hotel accounting process you’ve ever experienced - powered by a seamless integration between PMS Preno and accounting software Xero. An integration that will automate and simplify your hotel’s financial activities. Ready to put the headaches of hotel accounting in your rearview mirror and automate your repetitive processes? Let’s dive in! Why Use Preno with Xero? Got things to do and places to go? Here’s the abbreviated version of our deep dive into the Preno + Xero integration: Preno automatically generates invoices in Xero to make daily, monthly, or yearly reconciliations a breeze. Xero can handle multiple accounts, revenue streams, room types, fees, and more. Preno and Xero are the dream team for managing deposits and prepaid reservations. Xero’s automation functions can save your staff hours of valuable time each day. Preno’s integration with Xero is the most complete of any PMS, and is rated a perfect 5 out of 5 stars in the Xero App Store. Automated Invoices Without an integration like the one between Preno and Xero, hoteliers and accounting staff spend up to 10 hours every week creating invoices and reconciling accounts. Staff would usually need to manually enter payment information or deposits in their PMS, and accounting system – essentially doing double the work. If your property management system doesn’t communicate with your accounting software, you need to manually type in data like guest’s name, booking dates, room rates, fees, and more. Does that sound like the most efficient way to run things? With Preno and Xero working together, reservation data syncs automatically with Xero’s accounting software so that invoices are complete and accurate without any busy work. The only thing you’ll need to do is ensure your bank statement line matches Xero’s invoice. Easy enough! However, if you want to make any adjustments to the automated invoice, that’s possible too. When you open a reservation in Preno, simply click a link to access the Xero invoice, there you can make any desired changes, and easily print or email the invoice. Deposits and Prepayments Does your hotel require deposits or offer prepayment options? When using an old legacy PMS (not cloud-based like Preno), you can almost see the system on the brink of freezing or giving you that spinning wheel of death. Preno, on the other hand, is built to handle deposits with ease and speed. When a guest pays their deposit (or prepayment), the payment is recorded in Preno, and an invoice is automatically generated. Xero automatically allocates the payment to the full invoice. Within the guest’s reservation record, a link to the record in Xero also pops up for quick reference. Upon check-out, you can generate a complete invoice for the guest that details payments they made before, during and after their stay, and print or email is at the click of a button. Multiple Account Support If the thought of reconciling multiple revenue streams at the end of the month gives you anxiety, then it’s time to upgrade your accounting software, and seamlessly integrate it with your PMS. Many hotels work with a variety of agencies, individual travel agents, and other accounts – and without a system that can balance all of them, month-end reporting can be a daunting task. Preno and Xero make invoicing accounts easy (and fun), because you can automatically generate invoices for reservations with a couple of click. Simply pull up an agency reservation, add a deposit or payment, and choose “Invoice Agent” as the payment method. An invoice will be automatically generated – voila! Time-Saving Benefits Preno and Xero will save your staff hours of time each week – and because time is money, your hotel will have some extra moolah in its metaphorical pocket after making the switch to these apps. By reducing the hours of repetitive, administrative tasks, your staff can dedicate more time to tasks that enhance the guest experience. Reducing the amount of time spent on “busy” work isn’t the only benefit, you’ll also reduce the chance of human error on invoices and payments, thus reducing the amount of time spent on service recovery or corrections. Modernizing your accounting process will also yield some interesting insights. For example, Preno’s integration with Xero includes details like a breakdown of fees, room service items, and surcharges to provide your hotel greater visibility into real-time business trends. The automated reporting tools in Preno and Xero can reveal your most popular fees, less popular room service orders, and provide opportunities to achieve incremental revenue growth. Still have questions about Preno’s integration with Xero? Let us know! This content was created collaboratively by Preno and Hotel Tech Report.
Wondering what RFID technology is? Even if you’re not familiar with the acronym, chances are you use RFID technology in your everyday life without even realizing it. RFID is a key component for IOT (internet of things) connectivity. Do you have a pass for your parking garage or a fob to access the gym? Or maybe you’ve accidentally triggered the security alarm when leaving a store because the security tag was still attached? These are all examples of RFID in use, but they’re not the only use cases for this versatile technology. RFID has real-world applications across many businesses such as industrial supply chain manufacturers, retailers, theme parks, and even cruise lines. In this article, we’ll explain what exactly RFID technology is, study some interesting examples of RFID technology in hospitality businesses, and explore some innovative ways hoteliers can use RFID to deliver better guest experience and operate more efficiently. What is RFID (Radio Frequency Identification)? An RFID system is simply a cost- effective technology that uses radio waves to send a signal from a chip to a receiver. RFID stands for radio-frequency identification, and this type of wireless technology involves two parts: a tag and a receiver. The tag contains a microchip with a unique code, and the receiver contains components to process the signal transmitted by the tag. Tags can be either passive (no battery, activated by the receiver) or active RFID tags (battery-power source, emits a signal that the receiver picks up). RFID tags are very small but can contain a lot of information ranging from identification numbers to pages of text; they are often embedded in merchandise tags, key fobs, name badges, credit cards, and even pets! In a clothing store, for example, an employee could use an RFID reader to scan tag-embedded merchandise to instantly see more information about the item or ring it up at the check-out, similar to how a barcode is used. There are different types of RFID tags writes the RFID journal, "In general, low-frequency and high-frequency range tags are read from within three feet (1 meter) and UHF RFID tags (ultra-high frequency) are read from 10 to 20 feet. Readers with phased array antennas can increase the read range of semi-passive RFID tags to 60 feet or more." Read range can also vary depending on environmental factors that effect the strength of radio signals. Although RFID technology isn’t new (it was patented in the 1970s), its popularity has skyrocketed in recent years as the technology became cheaper and more applications were developed. Depending on the type of tags and readers, RFID technology can be adapted to a wide variety of industries. In healthcare, RFID tags are used to keep track of prescription medication to ensure they don’t end up in the wrong hands. In-car manufacturing, RFID tags are attached to parts to monitor their progress along the assembly line. And in office buildings, RFID tags allow employees to enter the building or a specific floor with a wave of their name badge while keeping the doors locked to outsiders. RFID Applications in the Hospitality Industry It’s no surprise that hospitality businesses want to take advantage of RFID technology too, especially when it offers speed, security, and a high-tech touch. Hotel and travel businesses usually begin by leveraging technologies like RFID for access control systems and asset tracking. Due to the pandemic, contactless guest journeys have increased uptake of RFID, Bluetooth and NFC (nearfield communication) technology. Let’s explore how Disney, Coachella Music Festival, and Royal Caribbean use RFID technology to enhance their guest experiences. Disney’s MagicBand ticketing solution Paper tickets for Disneyland are a thing of the past thanks to the RFID-powered “MagicBand” system that Disney rolled out in 2013. The MagicBands are plastic wristbands embedded with an RFID chip that guests can use to enter their room at a Disney resort, gain access to theme park attractions, charge food and beverage purchases to your account, and more. Before MagicBand, guests would need to juggle room keys, theme park tickets, credit cards, and cash, but the MagicBand consolidates all of those functions into one device. Throughout Disney resorts and parks, guests can access surprise features by tapping their MagicBands at specific touch points. Besides pure functionality, Disney also turned the MagicBand into a marketing vehicle; Disney fans can purchase MagicBands in their favorite color or emblazoned with their favorite animated character. RFID wristbands at Coachella At a music festival, the last thing you want to do is wait in long lines. And festival organizers are always seeking ways to improve security and catch counterfeit tickets. Seeing an opportunity to meet all of these objectives, Coachella Valley Music & Arts Festival rolled out an RFID wristband solution that allows faster entry into the festival and eliminates the risk of counterfeiting. Coachella even went one step further than smart cards by placing the chips on wristbands. Festival-goers are issued wristbands embedded with RFID chips that each have a unique identifier, meaning that it’s essentially impossible to copy them. Instead of security staff scrutinizing every paper ticket upon entry, attendees simply scan their wristbands at RFID readers at the festival entrances to gain nearly instantaneous access. The readers can process many more attendees per hour compared to the traditional entrance process, which means Coachella’s music lovers can get to their favorite stages faster. How can hotels use RFID technology? Due to its relatively low cost, ease of use, and potential for operational efficiency, RFID technology can be an attractive solution for hoteliers looking to elevate their guest experience. But how, specifically, can RFID deliver value to your hotel? Door locks: One of the most popular use cases for RFID technology is guestroom entry. Compared to a traditional keycard, RFID-equipped cards offer hoteliers more control over security. Front desk staff can activate and deactivate cards remotely and review logs to see where and when a card was used. From a guest’s perspective, RFID keycards are easier to use than traditional credit card-style keycards (simply wave it in front of the door lock transponder to open the door), and the ability to deactivate lost RFID key cards gives guests peace of mind. RFID cards can also be more cost-effective in the long term as they don't get demagnetized. Controlled amenity access: Besides granting entry to guestrooms, hoteliers can also use RFID technology to control access to amenities, parking, event spaces, and more. If a guest did not pay for parking, for example, the front desk agent could deactivate access to the parking garage on the guest’s key card. Or if the guest booked a club-level room, access to the executive lounge can be enabled on their key card. On-site payments: Outlets like restaurants, bars, and spas can use RFID technology to streamline the payment process. If guests have RFID-enabled keycard that contain payment information or room-charge information, guests can simply pay with their keycard. By eliminating cash and credit cards from outlets, the risk of theft or declined transactions decreases and each transaction takes less time. Inventory management: In addition to key cards, RFID tags can be embedded on physical items in the hotel to assist in inventory management. For example, RFID tags on minibar items can alert hotel staff to low stock rather than tasking housekeeping staff with monitoring stock levels. Or RFID tags attached to employee uniforms or linens can help hotels keep track of laundry processes and know when to order more. Theft prevention: Most hoteliers have a line item in their budget to account for replacement of stolen items like pillows, hair dryers, and dishes. RFID chips on these frequent “souvenirs” can tell hotel staff when an item has left the building and give them the opportunity to recover the stolen item. Do you have any questions about RFID technology in hotels? Let us know!
2021 represents a travel and technology revolution for hoteliers worldwide as they navigate the road to recovery and adapt their strategies to meet guests’ evolving needs. With the pandemic still widespread across many parts of the world, and the industry still bruised from a prolonged dip, 2021 is all about preparation, adaptation and delivery. There is no post-pandemic at this moment in time; instead, the focus needs to be on redefining your offering to meet the 2021 standards. With hospitality technology advancing more rapidly than ever in response to this shifting landscape, operators need to re-evaluate their tech stack, ensuring they are equipped with the right tools to operate in a post-2020 world. Adapting to meet guest’s needs The first key pillar of recalibration is the guest journey; travelling amid a pandemic led to a surge in staycations, an acceleration of last-minute bookings and a big drop in business travel. In 2021, the trends and pandemic-induced sentiments of guests are likely to remain a while longer, with many maintaining an appetite for domestic travel and local experiences, preferring to book directly and choosing to stay longer, particularly those on ‘workation.’ Attract guests by sending hyper-targeted marketing campaigns to those within driving distance, uplevel your services with on-trend offerings such as contactless food delivery and update your internet booking engine to deliver a seamless direct booking experience. Multi-property managers should also consider switching to an enterprise solution, which gives you access to meaningful data insights on guest behaviour pre-pandemic. Armed with this information helps you to identify behavioural patterns and puts you in a position to lure them back when the situation eases. Optimising revenue performance The disruption that rocked hospitality businesses in 2020 has been carried over to 2021, which means properties need to be savvier, more integrated and adaptive to sudden changes. A data-driven approach that prioritises real-time evidence and artificial intelligence over historical data will help properties forecast and deliver an accurate pricing strategy, while also giving them ample room to pivot should booking patterns suddenly change. Properties should therefore be implementing a dynamic revenue strategy that can intuitively adapt prices to maximise profit at every opportunity. Pivoting business models with fluid inventory Another trend we’ve observed is that some hoteliers are looking at alternative market segments to pitch to, those that require longer stays, such as students and residents. We’ve defined this concept as “fluid inventory,” which is focused on helping them pivot their business to adapt to further market shifts and reconfigure their inventory to long-term in the event of another short-term market collapse. RMS has the building blocks within its technology infrastructure to support this new and innovative approach; at the same time, we’re thinking beyond those markets (such as students) who are also impacted by the ongoing travel restrictions. The question every hotelier should be asking themselves is what’s next for your inventory? Utilising technology to satisfy demand Technology is the backbone that holds everything together. Contactless tech, for example, will be expected if not demanded by guests in 2021, and has a multitude of advantages; operators can set up COVID declarations, pre-check-in/check-out and an instant messaging centre in a customer-facing app, streamlining the guest journey at the earliest possible stage. Technology in the form of an app also comes at no big expense; look to your tech vendor to see what other products they have at their fingertips to support you. An intuitive PMS system will also help you identify hidden pockets of revenue, such as native channel managers, guest portals and internet booking engines, reducing your dependency on third-party products. Customising your PMS will ensure you are implementing the right tech, interfacing with the right partners and tailoring your guest offerings in a way that suits your specific business needs. Building your perfect technology ecosystem is more important than ever before, in allowing you to meet guests’ needs, fine-tune your pricing strategy and effectively manage your business with minimal input. Read our full trends and challenges report for further insight into what to expect, prepare for and implement in 2021.
Each year Hotel Tech Report surveys thousands of industry insiders to find the best hotel tech jobs and employers globally. In 2020, the COVID-19 pandemic wreaked havoc on the hotel industry. The World Travel and Tourism Council predicts that 121 million of the 330 million jobs tied to tourism around the world will be lost in 2020. Despite existential challenges, hotels and their vendors have proven resilient in the face of the biggest challenge ever posed to the hospitality industry by working together. But there’s always opportunity in crisis. The pandemic has advanced digitization in the global economy by at least 5 years according to most experts. Hotels that already had adopted technology like contactless check-in and guest messaging software have had a massive advantage since the pandemic broke out and the importance of technology for running a successful hotel business will continue to rise over the coming years meaning that demand for hotel technology talent will grow with it. Here at Hotel Tech Report, we’ve interviewed countless hoteliers about their journeys from being hoteliers into lucrative technology careers like Del Ross, Marco Benvenuti, Sameer Umar, and Kevin Brown. For hoteliers furloughed on the sidelines, there is an unprecedented opportunity to pivot into a technology career leveraging skills and knowledge from hospitality experience. But which hotel tech companies should you apply to? Every year we do the hard work for you and survey thousands of hotel tech professionals to find the best companies to work for in the hospitality industry. We ask respondents to rate their employers from 1-10 on these key variables: Work-life balance Personal development opportunities Gender equality Confidence in company direction Values alignment 2021 Bonus Question: Rate your firm’s COVD-19 crisis response Hotel Tech Report creates this list each year for two reasons: (1) to help industry professionals find the best hospitality tech jobs and (2) to help hotel tech buyers understand that it’s just as important to partner with great organizations as it is to find great software tools and products. Vendor culture is important to every aspect of a vendor relationship: Product: Great workplaces attract the best talent who make the best products Customer Support: Happy client reps give better service and stay around longer developing deeper relationships. Sales: When a sales team has high turnover, innovation gets strangled because there isn’t enough cash coming in the door to invest in innovation. Our 10 Best Places to Work in Hotel Tech list features companies who foster wonderful work environments for employees. In return, those employees deliver incredible products and services to clients. Without further adieu here are 2021’s 10 Best Places to Work in Hotel Tech… 10. Siteminder (TIE) Right before the coronavirus pandemic broke out, industry leader Siteminder reached an incredible milestone earning itself unicorn status. Under the stewardship of CEO Sankar Narayan the firm quickly composed itself when the pandemic broke out and began rolling out initiatives to support both employees and customers like its World Hotel Index sharing real-time data with the industry when historical data just wouldn’t cut it. Siteminder has an internal slack channel called #stayingsocial dedicated strictly to team members having a social communal space in the age of remote work. This is pretty typical for a small startup but much rarer in the world of 700 employee behemoths. The great part about working at a large startup-like Siteminder is that there’s almost limitless upward mobility according to one employee working in operations at the firm, “They allow me opportunities to take on more responsibilities that are even beyond my scope to develop my skills and prep me up for bigger roles. They also give leadership training to enhance to continue developing my capabilities.” If you’re looking for a fast-paced global startup on a world domination path - then you should absolutely be dropping a resume at Siteminder. The best part is that they’ve got offices all around the world so even if you prefer the WFH life your colleagues shouldn’t be too far away no matter where you call home. 10. Atomize (TIE) This is Atomize’s first time making Hotel Tech Report’s annual Best Places to Work list but we doubt it will be their last. In true Swedish fashion Atomize rates amongst the highest on the list for gender equality with a 50% ratio of men to women on its leadership team. Atomize also rates very highly for culture alignment with a score of 97.8%. Perhaps the biggest standout for Atomize was how highly employees rated the firm’s COVID-19 response and support for clients during a crisis. “Everyone from finance to product development has chipped in to try to support clients. We have for instance developed a relief-program for those that are hurting really bad, we have updated the product to amend for the large drop in occupancy for hotels, etc,” one Atomize executive told Hotel Tech Report. Atomize made it through COVID-19 without a single layoff which is a testament to the longevity of the business and its and commitment to team members. During the crisis Atomize stayed calm, launched the 2.0 version of their core RMS product, and even found time to bring the team together for a BBQ this summer during a slow down in transmission rates. 9. Hotel Effectiveness Georgia (the U.S. state not the country) based Hotel Effectiveness is in the business of helping hotel owners more efficiently manage labor but the question is: how well do they manage their own labor? It turns out they do a pretty darned good job at fostering internal culture. Prior to the pandemic labor costs were the biggest focus area for most hotel ownership and management groups - despite the shift in focus Hotel Effectiveness managed to grow through the pandemic all while placing a heavy emphasis on quality of life for employees. Team members cite a high percentage of employees being groomed from junior roles into leadership positions, flexible PTO programs, and strong opportunities for women. PTO is great but Hotel Effectiveness management goes one step further where they encourage team members to completely unplug and not even check email during their vacation. Adding icing to the cake, employees raved about the firm’s response to COVID-19 where it was able to grow without any layoffs needed. One engineer raved about the Company’s COVID-19 response, “Hotel Effectiveness immediately shifted priorities specifically to address the changing needs of our clients. Hotel Effectiveness provided new guidance materials, payment options, and built new features (such as Daily Wellness Check-In) under tight deadlines to meet the new needs of our customers.” 8. EasyWay Big congrats to the first-ever Israeli startup to make this list! If you’ve ever been to Tel Aviv or the Start-up Nation (Israel), perhaps a job interview with EasyWay is the excuse you needed to visit one of the most amazing cities in the world packed with beautiful beaches, vibrant nightlife, and a foodie scene that’s truly in a league of its own. EasyWay is the quintessential startup with a mentality that so long as you hit your KPIs - the rest of your life is totally flexible. An EasyWay executive’s quote to Hotel Tech Report about the last 12-months at the company says it all, “The work around the clock in the COVID-19 time was crazy. We have developed so much stuff, that I almost miss this period. We've learned a lot from that, and staid on our feet! The rest of the team was great and it really gave me confidence in my own abilities. If you're the kind of person who likes to work hard and play hard - you’d be wise to check out EasyWay’s open positions. 7. Asksuite This is Asksuite’s second year making the list and true to their commercial team’s motto “rockets don’t have reverse”, even a pandemic couldn’t slow down this high flying Brazilian startup. Florianopolis may not be a hotel tech hub (yet) but the Asksuite team has access to lessons in language, hospitality and other training to upskill their way into global domination. During the pandemic, leaders have made themselves available for 1:1 meetings to support all colleagues and perhaps it’s this close communication that leads Asksuite employees to rate 98% confidence in the future success of the firm. Asksuite employees frequently cite an onboarding process that makes all team members feel like a part of the family in short order. 6. RoomRaccoon Despite the pandemic RoomRaccoon doubled the firm’s headcount in 2020 and achieved a major milestone in reaching 1,000 clients. Employees frequently cite similar aspects of the culture as differentiators like their annual international week at the Netherlands headquarters and an inclusive onboarding program. One employee within the marketing department told Hotel Tech Report, “This year RoomRaccoon decided to start hiring more new colleagues against the market trend of furlough and letting people go. To smoothen the onboarding process of our new hires we've created an E-learning program and two intensive onboarding weeks. So far we've onboarded 15 new hires since July 2020 that immediately are getting results. Something I'm really proud of!” If you’re looking for an ambitious organization with a strong remote culture and complementary annual trips to the Netherlands - don’t hesitate and check out open listings at RoomRaccoon. 5. Alliants The Alliants story is the cure to the common venture funded business gone wrong story. Alliants built the business developing custom software for ultra luxury hotel brands like Four Season and Jumeirah before ever dipping their toes into the SaaS world. That means they’ve got killer products, an eye for design and engineering to back it up. Starting in a consultative role for luxury brands has afforded Alliants a luxury not many early stage SaaS products have - cash flow. How would this impact you when you apply for a role there? Alliants employees are given a $5,000 stipend to invest in their own education and training. Whether it’s a paid marketing course or intro to Ruby on Rails - at Alliants you will be able to create your own journey and take control of your destiny. Have you ever had a boss block your calendar so people can’t book meetings with you? Well, Alliants employees have. During winter months with less daylight, CEO Tristan Gadsby blocked the entire team’s calendars from 11:30am - 1:30pm to encourage team members to get outside, walk or simply catch some rays. If that doesn’t sell you I don’t know what will. 4. ALICE This ain’t ALICE’s first rodeo, well it’s their fourth if we want to be precise about it. ALICE has made Hotel Tech Report’s Best Places to Work list 4 years in a row (2018, 2019, 2020, 2021). ALICE is an incredible place to work for former hoteliers because employees truly act as a strategic extension of their partner properties. During the pandemic, ALICE quickly pivoted to rollout closure checklists and other free assets to help partners quickly reconfigure their operations for the new normal. “The most memorable achievement while working at ALICE this past year was being able to provide support for our employees during the pandemic. The pandemic-related fatigue and anxiety impacted everyone and in different ways. We were able to provide support to our employees through group therapy sessions, health and wellness initiatives, increased one-on-one check-ins regarding fatigue, increased opportunities for learning and connection with one another virtually. I am so proud of how the leadership at ALICE has led us through the most difficult time in our industry's history, and with such care for both our customers, our industry as a whole, and our employees,” says one ALICE team member in an HR role. Just as important as supporting clients through COVID-19 is supporting colleagues. ALICE team members were constantly comforted that management understood the stress and challenges they were facing during this historic yet tragic year, encouraging an environment of transparency and honesty about how to cope with natural distractions from work in times of stress. 3. hotelkit Austria-based hotelkit is another repeat visitor on this list moving up from 4th to 3rd place. Founded in 2012 by hotelier Marius Donhauser, hotelkit is a majority female-run business that’s growing rapidly but responsibly throughout Europe. hotelkit’s team motto is “one team one dream” and while the team had to work remotely for a good portion of the year, colleagues are hopeful that 2021 will bring back the annual hotelkit Christmas party famous for great eats and poker. Under Marius’ leadership, hotelkit has fostered a culture that feels like family so it’s no wonder that employees rate the culture so highly across every single vector. 2. Cloudbeds Cloudbeds may be the fastest-growing hotel tech company right now so while their headquarters are in sunny San Diego the Company has got Silicon Valley energy pumping through its veins. Not to mention, Cloudbeds is extremely global with local managers in 40 countries. On March 11th (yes that’s right when COVID-19 took the world by storm) Cloudbeds announced the closing of an $80M funding round. Cloudbeds employees tend to share two main things in common: (1) they are extremely performance-driven and (2) they LOVE to travel. One Cloudbeds employee within the operations department told Hotel Tech Report, “I managed to get promoted on my 1 anniversary day at Cloudbeds, I was so happy and everyone was so attentive to me during this process. Cloudbeds is an amazing company, full of amazing individuals, it's so nice to see the owners in our calls and engaged with us all at all times. I used to think I had worked at good companies, till I met Cloudbeds. This is where I want to stay and grow. It will be hard for any other company to take me from here.” Cloudbeds has TONS of openings so make sure to browse their career page if you’re in the market. 1. Mews This is Mews’ 3rd year making the list ranking #2 in 2019 and #3 in 2020 - but this is their first year topping the list which is a testament to the strong culture at the firm. Like most fast-growing companies, the pandemic wreaked havoc on projections and business plans for Mews leading to some difficult decisions needing to be made. Mews not only came through what was maybe the darkest moment in the history of the hotel industry but came out stronger than ever before. Mews leadership set a strong course for the business cutting expenses, reorganizing the team, rebranding, focusing on remote deployments, and even making an acquisition. Quite a busy year - even if things had been normal. Mews management has created one of those infectious startup cultures that can almost feel cult-like at times often intoxicating entire trade show floors (pre-COVID). It’s not often that employees at an aggressive high-performance tier 1 venture-backed business get to see their founder dancing through a town hall (affectionately named Mews Con) in a silly costume. Mews pivoted from hyper-growth mode into a sharp focus on profitability right-sizing the business and is poised to come out of the pandemic far stronger than it went in. Lots of open roles to check out and we’re sure that list will continue to grow over the coming months.
Each year along with individual awards for the top-rated hotel software in each category, Hotel Tech Report recognizes the Top 10 most customer-centric global companies in the annual People's Choice Awards. The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. The HotelTechAwards platform (by Hotel Tech Report) leverages real customer data to determine best of breed products and companies that help hoteliers grow their bottom lines. “The People’s Choice Award goes to a single company across all categories who demonstrates the strongest customer relationships during the HotelTechAwards. Cloudbeds had more than 550 hotelier customers come out to share overwhelmingly positive feedback about Cloudbeds products in the midst of a global pandemic. To have that kind of support from clients during the most challenging market in hotel history says all you need to know about Cloudbeds’ commitment to their partner properties,” says Hotel Tech Report CEO Jordan Hollander. Here’s the Official 2021 People’s Choice List: Cloudbeds SiteMinder RoomRaccoon Bookassist OTA Insight ALICE IDeaS Avvio Hoteltime hotelkit The key factors used to determine the annual People’s Choice Award include total verified customer reviews, geographic reach of reviews, and overall review sentiment and ratings. The best companies know that the most effective way to communicate their value proposition is to empower and amplify the voices of their happy customers. The People’s Choice Award recognizes companies whose customers really value the relationship and partnership. “Twenty years ago we lived in a world where hoteliers just used one of the three or four technology systems out there and typically just ended up using whatever system they had heard of before. Today there are thousands of SaaS choices in the market and dozens of great options available for most use cases but the market is moving so quickly that it’s hard for hoteliers to identify and keep track of the best products and companies. This award honors the companies whose hotel customers are the most vocal advocates of their products to make that process easy,” says Hollander. About the 2021 People's Choice Award The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. Early on as a startup, it’s easier for companies to maintain strong customer relationships with a limited customer base. But as a company grows its install base and scales globally, maintaining high customer satisfaction becomes increasingly more challenging. Each year along with individual awards for the top-rated product in each category, Hotel Tech Report recognizes the top 10 most customer-centric global companies in the annual People's Choice Awards acknowledging the achievements of top innovators across all categories who embody the values, transparency, and customer-centricity that lie at the core of truly great companies. View Ranking Methodology>>
Hotel Tech Report has announced winners in the 2021 HotelTechAwards, based on more than 10,000 hotel software product reviews contributed by verified hoteliers during the competition. Winners are selected based on key performance metrics including product popularity, customer satisfaction, integration compatibility, customer support quality, and more. Winning a HotelTechAward is the highest achievement in the hotel technology industry. “In the midst of a global pandemic, 318,466 hoteliers visited Hotel Tech Report from every corner of the globe contributing 10,227 verified new product reviews during the 3-month awards period to share insights about their favorite tech products to run and grow their businesses. It has been inspiring to see this massive wave of hoteliers sharing technology insights and product recommendations,” says Jordan Hollander, CEO of Hotel Tech Report. “This is the most comprehensive dataset around hotelier preferences ever developed and it gives unprecedented insights into tech trends for hotels during a pivotal moment in history. Winning a HotelTechAward is a huge feat with the 2021 competition being the most competitive year ever. Every company on this list should be extremely proud of what they've contributed to the growth of the hotel industry.” During the HotelTechAwards, hoteliers from the world's leading hotel companies review the top tech products used at their hotels to increase operating efficiency, drive revenue, and improve the guest experience. This data is used to identify the best hotel tech products and organizations. "The HotelTechAwards are the only prize in the industry that is completely and transparently customer-driven — it's the hoteliers that decide who is best, and it's their opinion that matters most." Gautam Lulla, CEO at Pegasus. "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value.” - Sankar Narayan, CEO at SiteMinder “This honor has deep, personal meaning as it is decided upon by our clients and represents our passion and focus for providing the most sophisticated revenue technology and comprehensive support.” Dr. Ravi Mehrotra Founder at IDeaS “The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year.” Alex Shashou, Co-Founder at ALICE “HotelTechReport is the leading platform for technology in the hotel industry, and its meticulous and impartial verification process makes this one of the most prestigious awards.” Moritz von Petersdorff-Campen, Co-Founder at SuitePad The competition spans core areas of hotel software & technology: marketing, revenue, operations, and guest experience. 2021 Voting included participation from major hotel groups including Four Seasons, Hilton, Marriott, Accor Hotels, Hyatt, Intercontinental, Rosewood, and thousands of independents. "We originally created the HotelTechAwards as a democratized way to help our fellow hoteliers quickly determine best of breed vendors based on data they can trust and the scope of the competition this year is a testament to how far the industry has come in the last decade. The HotelTechAwards rating process is simple, transparent, and unbiased--judging is based on time tested ranking factors, publicly available data, and crowdsourced insights from verified hoteliers who have hands-on experience with each product.” The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and winners were selected from the top technology products around the world. The HotelTechAwards are the industry's only data-driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised of thousands of verified hotel technology users across more than 127 countries. Best Hotel Software Companies List >>