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What Does a Night Auditor Do in a Hotel?

by
Hotel Tech Report
7 hours ago

If you’re considering a full time or part time night auditor job - or preparing to hire a night auditor - you’ve come to the right place. While many people are familiar with the job of a hotel front desk agent since it's during the day shift, the night auditor’s responsibilities aren’t as well known despite providing high paying entry-level positions at hotels. In this article, we’ll explain what a night auditor role entails, what skills will set you up for success as a night auditor, and offer advice for landing a night.

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Self Check-in Kiosks For Hotels: 2022 Hotel Kiosk Guide

by
Hotel Tech Report
1 day ago

Are you grappling with a tighter budget at your hotel, a staffing shortage, or changing guest preferences toward contactless options? The hospitality industry is more resource constrained than ever and you're not alone. It can be challenging to deliver a high standard of service when faced with constraints like reduced hotel staff due to rising labor costs. However, the guest experience doesn’t need to suffer if you have fewer employees or less face-to-face interaction. Self-service options like check-in kiosks can bring a slew of benefits to guests, employees, and hotel owners and managers. Everyone knows that first impressions determine the majority of our perceptions about brands and people - the check-in experience is no different and it's highly correlated with overall customer satisfaction. In this article, we’ll explain what a self check-in kiosk can do, how it plays into the contactless hotel trend, and we’ll show you how your hotel can achieve better guest satisfaction scores, higher profitability, and greater productivity by implementing self check-in kiosks.

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Get Smart: Are You Running an Intelligent Hotel?

by
Sean Beardmore
2 weeks ago

There’s no question that, in these unprecedented times, hotels are facing serious challenges. With the effects of the Covid-19 pandemic impacting so much in the hospitality sector – and these effects varying from season to season and, even, month to month – hoteliers are trying to fulfill the needs and desires of loyal and new guests like never before. To remain open and build the seeds of resurgence for when the coronavirus has receded and, mercifully, the pandemic is behind us, owners are coming to the realisation their hotels must become more intelligently-run enterprises. They need to become hotels run as efficiently and effectively as possible – they need to become ‘intelligent hotels’. But what does this mean in practice? What does an intelligent hotel look like? It comes down to the systems implemented and maintained, on a daily basis. It’s about trying to maximise profit by ensuring a hotel offers direct room-booking and that marketing activity and revenue management blend and work together seamlessly – and then using this symbiotic relationship to increase the revenue-per-available room (RevPar) to drive up bottom-line revenue.   Intelligent Advertising So, if you’re seeking to run your hotel more intelligently, where to start? Well, advertising the property and its available rooms in the smartest way possible, direct to potential guests via pay-per-click (PPC) Google Ads, isn’t a bad place to start. This is because it would ensure your available rooms are advertised not just when they become available, but also to exactly the kind of people most likely to book them. Indeed, to run their property ‘intelligently’, then, a hotelier may well seek out top-of-the-range ‘intelligent ads’ software to complement and enhance their PPC activity. Such a solution would be designed to exploit the hotel’s data insights, in order to drive and improve Google Ads performance, by targeting the most likely bookers and so, in turn, maximise room reservations and increase additional spend on services and amenities. Now, if this kind of digital marketing sounds state-of-the-art, that’s because it is. ‘Intelligent ads’ software solutions like this are at the sharp end of room advertising, ensuring hoteliers can reap the rewards of the latest integrated marketing techniques and digital technology. They seek to drive up revenues at a time when the industry’s facing great instability; when hoteliers are seeking certainties to remain competitive, progress and look to the future with confidence instead of mere hope. ‘Intelligent ads’ solutions tend to be automated; you can set them up as you want and leave them to do their thing – confident they’ll get on and do exactly what they should. For instance, once you’ve set the objectives and the spending limits for your PPC campaigns, you can trust the module to run the campaigns without you having to step in, check on or oversee anything. The software doesn’t just target the right audience but also works out the most profitable target keywords, uses them in ad campaigns and – by scouring past market data drawn from previous campaigns – recommends new keywords for use.   A Great Guest Management Platform All that notwithstanding, any ‘intelligent ads’ solution will be enhanced if it’s capable of connecting and interacting with an outstanding guest management system (GMS). Why? Because if the software is fully integrated with a GMS, it means a hotel owner can maximise their data to convert exactly the guests they desire into bookers. So, what does such a comprehensive management system look like? Well, as a fully-GDPR-compliant, all-in-one platform, it will deliver full guest-data-intelligence to hotel owners. It will be capable, too, of interacting with practically any property management system (PMS) and social media platform to enhance its analysing, quantifying, segmenting and predicting of loyal guest behaviour. In essence, then, an ‘intelligently run’ hotel would be making use of a management system that’s really a GMS/ CRM-plus; being able to harness its AI functionality to not just collate guest data but analyse details of guests’ social attributes, stay behaviour and historical spend. In turn, this would provide a hotelier with invaluable knowledge of their core customers, ensuring the platform can aid intelligent-ads in reaching these customers with pertinent, personalised content and offers – thereby converting them into bookers precisely as and when needed. Moreover, from its single, central dashboard an ‘intelligent’ GMS of this kind would take control of messaging. It would manage marketing emails and social media messages to all the hotel’s followers, as well as analyse these followers. It would create and send out personalised surveys to all or specific guests – before, during and after their stays. Plus, it would enable hoteliers to analyse guest reviews and respond to these reviews – not just on social media accounts/ platforms but also on much-used hotel review sites – thus, making sure they can fully manage their hotel’s online reputation.   A Brilliant Booking Engine Finally, to operate as an ‘intelligent hotel’, a property has to be backed up not just by an outstanding GMS and be able to fire off intelligent ads, but also exploit the advantages offered by a brilliant booking engine. Why? Because a guest’s experience with a hotel doesn’t begin when they walk through the front door and stroll through the lobby to the front desk; it starts far earlier. A guest experience begins as soon as they start to book a room at the hotel – it starts with their experience of that hotel’s booking engine. No hotel can be run intelligently unless it’s using a top-of-the-range booking engine. Such a booking software solution, then, delivers exactly what hotel owners require. Offering exceptional tools and features, it can be customised to fit a hotel’s brand needs. A fully-functional booking engine like this ought, too, to be fast-operating and easy-to-use; designed to provide a consistent experience on hotel websites that appeases customers and makes them far more likely to book direct rather than through an OTA (without redirections or pop-ups). It’s all about building loyalty among guests and, therefore, maximising conversions. Moreover, a state-of-the-art booking engine will enable customers to compare room prices with those offered by online travel agents (OTAs) – when the room price available is cheaper than those offered by OTAs. Plus, being able to integrate with hotel marketing/ management platforms, it should help hoteliers better understand and engage their guests, so they can gain insights to improve overall guest experiences, drive up ancillary revenues and boost direct booking revenues.   Conclusion Without doubt, the world – and, by extension, the hospitality sector – is going through unprecedented changes. Yet, with or without the Covid-19 pandemic, we’re living in the digital age and, with that, comes rapid advancements and opportunities. For hoteliers, that means taking full advantage of the chance to deliver and increase direct hotel bookings and boost revenues, thanks to integrated hotel management platforms, intelligent marketing/ ad campaigns and customisable booking engines. Should they not do so, hotel owners will lose ground to rivals in these uncompromising, unpredictable times. Put simply, every hotelier should join and fully prosper from today’s digital age – by making their hotel an intelligent hotel.  

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How Hotel Tech Can Help with Labor Shortages

by
Sarah Duguay
1 month ago

As travel opens up, so comes a surge of travel. Pent-up desire for holidays has resulted in what some are calling ‘revenge travel.’ After some hesitation, hoteliers are reporting more demand than ever since the beginning of the pandemic. This has resulted in a challenging scenario. Before COVID-19, the hospitality industry was no stranger to employee retention and acquisition issues. But suddenly, faced with low bookings, many hotels had to make the difficult decision to lay off staff. Fast forward to today, some hotels have been forced to turn away guests because of even greater staff shortages than before. While theories abound about shortages, accompanied by HR strategies to attract new hotel employees, we’re here to remind you to take a deep breath because hotel tech is here to help! Tried and true, existing hotel tech can help your hotel with labor shortages by making operations more efficient and less time-consuming while improving the guest experience.   PMS Features and Integrations Alleviate Hotel Labor Shortages According to Revinate, 95% of hoteliers are facing a staff shortage while occupancy is experiencing record highs. One hotel in their report said their shortage has them operating with only 70-75% of their staffing levels. This is the norm, not the outlier, in today’s market. But, as many independent hotels learned during the pandemic, those with a cloud-based property management system (PMS) already have a leg-up on their ability to streamline operations and maximize staff. Because, as the name implies, cloud-based PMS exist in the ‘cloud’ (they run online), operators can manage their hotels from anywhere at any time. Hotel managers no longer need to drop everything and dash back to the hotel to deal with accounting issues or make rate changes. Front-desk duties, such as group management and availability calendars, or back-office tasks, like rate management and financials, are all at your fingertips, wherever you are.   Automation. Nothing streamlines operations like automated systems! At the heart of operations, the PMS automatically coordinates reservations, inventory and availability, housekeeping, and reporting, centralizing data to streamline front- and back-office tasks. For example, instead of manually sending routine emails to guests, set up and send templated emails from your PMS automatically based on defined triggers for booking confirmation, pre-arrival, check-in and post-stay communications, waitlists, group bookings, rental agreements, and more.  A cloud PMS is easily integrated with your other hotel systems — including payment gateways, OTAs, point-of-sale systems, locking systems, CRMs, and revenue management software, etc. — to automatically share relevant reservation data with those systems so that staff don’t have to manually re-enter information into multiple systems. System integration with your PMS at the core is an important part of automating processes and maximizing efficiency.   Self Check-in: Let guests jump the queue with online registration and self check-ins — saving you time and resources in the process. Typically, hotel guest check-ins — with forms to sign and policies to review — take around five minutes per guest and often result in queues, occupying your front desk staff and frustrating guests. By moving this process online, all agreements, waivers, screening, and guest information collection is completed online by your guests in advance of arriving at the hotel, improving the guest experience by not having to wait in a physical queue, while simultaneously saving staff a lot of time! With automated email or SMS communications, payment gateway and mobile key integration, the entire check-in process can be automated.   Rate Management: Flexible rate management tools make monitoring and adjusting pricing a cinch, from creating group discounts and package rates to instant overrides. Yield management functionality allows you to automatically adjust prices based on predetermined occupancy rules — talk about a time saver! If you haven’t already added a commission-free online booking engine (OBE) to your property’s website, this is your first order of business. Integrated with the PMS, reservations made by guests using the OBE are automatically updated in the PMS, and live rates and availability are always displayed online. Not only will you save valuable employee time from taking reservations by phone and email but today’s guests expect (and many even prefer) to book online. While OTAs are a great way for guests to find you and book online, why not offer your own online bookings and save on commissions? Speaking of OTAs, you’ll also save time by integrating your OTA channels or channel manager with your PMS to synchronize live inventory, rates and availability across channels, instead of managing each separately. Plus, all reservations coming through your channel partners are automatically updated in your PMS so no matter where guests book, they always have access to up-to-date availability. Integrating your PMS with your online distribution channels is a must for maximizing time and preventing overbooking.    Housekeeping reports: While a PMS cannot perform housekeeping duties, it can make housekeeping processes more efficient, which is essential with a lean staff. With a mobile housekeeping report, staff can check their housekeeping schedule using their own mobile phones, to see which rooms are vacated and ready to be cleaned and to mark rooms as clean as they go, adding housekeeping notes and maintenance alarms as required. The front desk is kept in the loop in real time with the same system. Furthermore, checklists for each room keep staff on track to ensure nothing is overlooked — because as you know, when it comes to cleanliness, guest standards are higher than ever before due to the pandemic.   Mobile keys: Keyless entry is an elegant accompaniment to online registrations and check-ins. While it may seem small, keyless entry technology removes the headache of keys altogether, whether it’s actual keys or cards. No more sanitizing, organizing, re-setting, or distributing. With keyless entry system integration with your PMS, guests can simply unlock their room door with their mobile device. Along with online check-ins, keyless entry integration allows guests to bypass the front desk altogether! Imagine no guest lineups at the designated check-in time and no key drop-offs at check-out. Did we just hear a sigh of relief?   Save time, resources, and money by employing smart room technologies. Allowing guests to adjust room temperature and lighting with their phones puts comfort into the palm of their hands. Better still, IoT offers the ultimate in personalization with room light levels that adjust with the time of day, and keeps the room temperature at exactly the right level — automatically. This kind of efficiency decreases demand on housekeeping and maintenance teams and helps with your sustainability initiatives.    Chatbots: Hotel Chatbots are an excellent way to assist your online guests 24/7 without any extra effort from staff. Integrated with your hotel's website and/or within your guest messaging app, an AI or rules-based chatbot can assist guests with booking, requests, FAQs, upsells, and local recommendations. Younger generations are the most comfortable seeking help from chatbots, with many guests preferring to search for answers this way than connecting with a real human — which frees up your human employees for in-person help.   Robot room service: A couple of years ago, robot room service was exclusively seen as a novelty service to delight guests. But in the age of COVID-19, it’s obvious to see the practical utility of employing robots by reducing human contact (and thus germs) and by reducing the need for bellhops. Because labor shortage is a trend that existed even before the pandemic hit, perhaps investing in robot room service is no longer pie in the sky. Isn’t technology an amazing thing? Instead of providing a lack of care or impersonal service (a common fear about using technology), today’s hotel tech provides hoteliers with a way to upgrade the guest experience even in the face of decreased staffing. If your property does not have one already, a robust and innovative cloud PMS like WebRezPro can set you on the path toward hospitality excellence and higher revenue, not to mention less stress.  

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30+ Stats that Show Hotel Self Check-in Kiosks are the Way of the Future

by
Hotel Tech Report
1 month ago

Searching for a way to handle more check-ins with fewer staff members? Or seeking to take on-property experience to the next level with shorter wait times and technology that will dazzle your guests? The future of hospitality is a lot closer than you might think: self check-in kiosks are becoming more popular, and when we look at statistics from airline, retail, and restaurant industries, it’s easy to see why. Across a variety of settings from quick-service restaurants to supermarkets to sports stadiums, self-service and tech-driven solutions can drive results like reduced wait times, higher order values, and overall satisfaction. In this article, we’ll show how self-service and contactless technology can elevate not only the consumer experience, but also the experience as a hotel guest. Self-service options in hotels can include not only check-in kiosks, but also a range of contactless options like digital room keys and tap-to-pay technology. By the end of this article, you’ll be excited about the benefits your hotel can realize by adopting self check-in kiosks or similar tech features. After introducing automated passport control kiosks at customs control points, both JFK and Newark Airports saw a 22% decrease in wait times from 2013 to 2014. During the same timeframe, other airports that did not install kiosks saw no decrease in wait times. This trend can be translated into the hotel industry, meaning that self-service options can make any type of check-in process more efficient, and shorter wait times generally boost guest satisfaction. A 2019 study found that, in quick service restaurants, 30% of customers preferred to order from a kiosk rather than a cashier if lines were equal length. In restaurants, customers have quickly adapted to tech-enabled, self-service options, which shows that hotel guests would likely be quick to adopt self-service options too. 49.4% of retail customers use self-service checkouts because they find the experience to be faster, while 34.7% use them because they have shorter lines, according to a survey by PYMTS. Like shoppers, hotel guests may prefer to arrive or depart your hotel at their own pace. When the Dodgers Stadium in Los Angeles installed kiosks to handle concessions orders, average order value increased by 20%. If your hotel is seeking to increase average check at your F&B outlets or boost conversion on add-ons like late check-out, kiosks could be a great solution to help you achieve those goals. Nearly 50% of supermarket customers say they use self check-out options on at least 75% of their shopping trips, while a further 30% say they opt for self check-out on about half of shopping trips. Like in restaurants, consumers show a preference for kiosks, but it’s important to note that there will always be exceptions. In hotels, we can expect some guests to still prefer interacting with a front desk agent, even if a majority go for self-service options. Two-thirds of consumers who use self checkout options choose self checkout because they believe it to be faster than a standard cashier check-out lane. When guests are in a hurry, they might get frustrated if the only option to check in or out is to wait in a long line of other guests. These guests may prefer a faster self-service option. According to a 2019 study, younger consumers show a stronger preference for self-service checkout options than their baby boomer counterparts; 59% of 18- to 34-year-olds reported using self checkouts regularly, while 39% of 55- to 65-year-old reported using them regularly. If your hotel is trying to engage a younger demographic, self-service solutions for checking in and out can be a great way to deliver the experience this group desires. COVID-19 accelerated a widespread shift away from cash payments and toward contactless payments via ApplePay and GooglePay. A survey conducted by Rapyd found that 60% of consumers plan on using contactless methods instead of cash, which, for hoteliers, means guests can check themselves and pay for their stays on a kiosk, rather than relying on front desk staff to handle cash. Contactless payment isn’t just growing in popularity in the US; a recent Mastercard study showed that 79% of consumers worldwide, and 91% in the Asia-Pacific region, opt for tap-to-go payment methods instead of physical cards or cash. Hotels that welcome many international travelers, especially those traveling from Asia, can meet the preferences and expectations of these travelers by offering contactless payment options. In the same Mastercard study, a majority of respondents cited cleanliness as the main reason for their preference toward contactless payments. In your hotel, guests can feel more comfortable checking in and out if they can use contactless methods instead of handing their credit cards to a front desk agent to swipe. Citing COVID-19 as the impetus for a shift in payment preferences, a 2020 McKinsey study found that 78% of Amercians use some type of digital payment, such as digital wallets (ApplePay, etc.), in-app purchases, or scanning a QR code to pay. This statistic is important for hoteliers because it shows that consumers are comfortable using digital payments like what a self-service kiosk would require. 65% of consumers feel that contactless methods align with their priorities for health and safety. Hotel guests are already conscious of cleanliness initiatives at your property, so offering a contactless way to check in and out can make guests feel even more comfortable during their stays. 34% of consumers say that contactless options will continue to be important after the pandemic is over, showing that contactless solutions like kiosks are here to stay. As a hotelier, if you’re on the fence about investing in kiosks now, know that they will stay relevant even after the pandemic is no longer a concern. Contactless payment methods are quickly becoming widespread in hotels; in a 2020 study, 43% of hoteliers had already implemented contactless payment options on-site.  In restaurants, the common rule of thumb is that one self-service ordering kiosk can handle the same volume as 1.5 cashiers could. Translating this statistic to a hotel context, if you were to add two check-in kiosks to your front desk, you could either eliminate the need to hire three front desk agents, or you could redistribute the responsibilities of those three front desk agents to other tasks or departments. According to a roundup of self-service success stories in Harvard Business Review, Taco Bell’s average order value increased by 20% after the chain implemented in-app ordering. Taco Bell said the reason for the increase was because customers were more likely to order add-ons. In hotels, this same trend could appear; hotel guests may be more likely to purchase upgrades or add-ons like late checkout via a self-service platform than at the front desk. But it’s not only restaurants that saw growth in order value; after Cinemark launched self-service kiosks in their theatres, concession sales per person grew consistently for 32 quarters (as of 2015). This statistic makes it obvious that the benefits of self-service ordering aren’t confined to restaurant technology, so hoteliers like you can be confident you’ll also find guests to spend more money on property if self-service options are available. A study conducted by Oracle Hospitality found that sports fans were happy to spend an additional $20 on food and drinks if they could spend half as long in line. In hotels, we can expect that guests would be more likely to order a drink at the lobby bar or splurge on an upgrade if they didn’t have to wait so long in the line at the front desk; self-service kiosks can shorten those lengthy wait times. At McDonald’s and other quick-service restaurants, order accuracy is higher for orders placed on a kiosk compared to orders placed with a cashier. In your hotel, requests submitted via a digital platform like a kiosk or app can be handled more accurately than those submitted over the phone or by guests walking up to a busy front desk, where staff could easily forget to write it down or follow through. Consumers don’t just want to pay for purchases in a self-service way, but also get answers. A recent study by SOTI showed that 70% of consumers expect a self-service method to resolve questions and complaints. This is a powerful statistic for hoteliers, since it shows guests don’t always need to head to a front desk agent to find resolution; with a kiosk or other self-service option, guests could resolve their own complaints. Furthermore, guests with simpler questions could handle them self-service, while front desk agents would have more time to tackle trickier situations. Servion Global Services predicts that artificial intelligence will power 95% of customer service interactions by 2025. For hoteliers, this means that guests will become accustomed to interacting with kiosks, chatbots, or similar tech-powered services in all other aspects of their lives, and they’ll expect the same standard in hotels. Artificial intelligence is already quickly becoming a regular part of our daily lives; in 2018 just 21% of people interacted with AI daily, while in 2020 a whopping 54% of people reported daily interactions with AI. These numbers show not only consumers’ growing comfort with AI and self-service technology, but also just how fast technology is adopted by the public. Hoteliers can be confident that people will continue to expect more tech-powered options in the near future. According to McKinsey, businesses could free up 69% of their time by automating data processing tasks. Front desk agents, for example, spend hours swiping credit cards, inputting contact information, and compiling reports. A self-service kiosk could automate many of these tasks, enabling front desk agents to focus on more meaningful guest interactions. After the widespread rollout of ATMs, the number of bank teller positions decreased, but the job was not eliminated completely. Between 2020 and 2030 the Bureau of Labor Statistics predicts 17% fewer tellers will be needed. This shows that technology doesn’t make human interactions totally irrelevant, so even if your hotel adopts kiosks, there will still be opportunity for front desk agents to build relationships with guests, although you may benefit from lower labor costs. Bank customers who use a self-service kiosk can do their banking activities with a 13.5x shorter wait time than those who work with a teller. The average wait time for a teller is 9 minutes, while kiosk wait times are around 40 seconds. In hotels, guests could also enjoy significantly shorter wait times if they use a self-service kiosk to check in or out. McDonald’s predicted that rolling out kiosks in their restaurants would boost sales by 5 to 6% in the first year. Hoteliers should note that in addition to a likely increase in guest satisfaction, kiosks can deliver revenue growth because consumers tend to spend more money on transactions handled on a kiosk. McDonald’s found that their customers tend to spend more time perusing menu options at a kiosk versus when standing in front of the cashier, and with this extra “dwell time,” customers are more likely to order additional menu items or add-ons, increasing average check size. Hoteliers could realize the same benefits; guests might want a little extra time to read about upgrade options before deciding to buy the upgrade. People are more likely to make “hedonistic” and experiential purchases on a touchscreen, a 2017 study found. A combination of the tactile nature of touchscreen use and consumers’ thinking styles makes us associate touchscreens with fun. When hotel guests are on vacation, they’re already in the experiential mindset, so offering touchscreen options (like kiosks or tablets) for upgrades or room service orders can increase purchase volume. The global market for self-service kiosks in all industries grew by 11.8% between 2019 and 2020, showing that even though the pandemic depressed outlooks for many industries, businesses are continuing to adopt self-service kiosks. For hoteliers, now is a great time to jump on the self-service kiosk trend and realize the revenue-boosting and cost-saving benefits. Hoteliers are already planning for the future of self-service functionality. In a 2020 survey, 27% of hoteliers had already implemented or were in process of implementing self check-in options, and a further 42% were planning to add self check-in in the future. Ready to bring your check-in operations to the next level? By implementing self-service kiosks or similar tech-enabled solutions, you can boost guest satisfaction, decrease wait times, and increase incremental revenue at your hotel.

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Automating Hotel Operations from the Lens of Hotel Owner and Tech Startup Founder Amelia Gain

by
Hotel Tech Report
2 months ago

Savvy hoteliers today view the PMS as “mission control” of their operations; with the right technology in place, a hotel can run more efficiently while enabling staff to craft the ideal guest experience. Preno is part of a new wave of hotel management systems designed to enhance and support hotel operations with intuitive interfaces and handy automated features that reduce the need for manual work - a far cry from the limited, enigmatic systems of the 1990s and early 2000s. In this article, we’ll introduce you to Preno’s co-founder and CEO, Amelia Gain, and explain how a modern PMS like Preno can transform your hotel’s operations and meet the expectations of today’s guests. Want to hear it straight from the expert? Scroll down to read the full transcript of our interview with Amelia. Amelia started Preno alongside co-founder and CTO Max Podolian in 2015, although it wasn’t Amelia’s first venture in the technology and hospitality worlds. Amelia studied IT in college, giving her a solid foundation for a career in technology. Amelia later embarked on a new adventure, purchasing a small, independent hotel where she felt the challenges of using the legacy technology that they had inherited from previous ownership. In our interview, Amelia explains how she “went on a long search and trialled every PMS available at the time,” but she couldn’t find one that was user-friendly, transparent with pricing and contracts, and integrated with other on-site systems. Knowing there could (and should) be a better alternative, Amelia partnered with her college classmate, Max, to build Preno, drawing on both her background in IT and her personal experience as a hotelier. Preno officially launched in 2015 with the goal to provide an autopilot platform for hoteliers that eliminates time-consuming administrative tasks. The company prides itself on being built by hoteliers, for hoteliers which allows their software to be most relevant and useful for owners, operators, and managers of small, independent hotels.   Shifting expectations and possibilities for hotel technology When Amelia started working at her own hotel, she recalls “I didn’t understand why hoteliers should have to deal with confusing software systems when modern cloud technology could make it so much more effortless.” This was Amelia’s motivation for starting Preno: technology was preventing hoteliers like herself from delivering exceptional guest service. In the early days of property management systems, they essentially functioned as reservations databases which were only slightly more efficient than organizing paper reservations in file cabinets, and despite the incredible advancement in technology, the humble PMS hadn’t changed much in a couple of decades. Today, reservation management is just one feature of many you’ll find in a modern PMS. A 21st-century PMS will not only allow you to manage reservations and guest profiles, but it can also accept online reservations through a booking engine you can add to your website and connect your rates and inventory to third-party channels with global reach. A modern PMS will power back-office tasks like payment processing and invoicing, and thanks to integrations with complementary systems, many PMS’ will also eliminate duplicative work by piping data between various on-site software. For example, Preno’s integration with Xero, an accounting system, enables hoteliers to automatically generate invoices based on data from reservations in the PMS. Without this integration, employees would have to manually type up the invoices, risking manual errors and wasted time. In addition, a modern PMS should be easy to use. While out of date legacy systems might require extensive training, lengthy contract negotiations, and frequent updates, a cloud-based system like Preno is both easy to access from anywhere and designed to be as user-friendly as possible. This seamless user experience means less time spent on training and more time spent building relationships with guests.   Travelers want a tech-forward experience with a personal connection It’s not just hoteliers and employees who realize the benefits of a modern property management system; today’s travelers expect technology that smoothes pain points in the traditional guest experience. In addition, in light of the pandemic, as guests increasingly prefer a contactless experience, technology can be a powerful tool to craft your desired guest experience. At the same time, as some of Preno’s customer success stories illustrate, adopting modern technology at your hotel doesn’t mean you’ll lose a personal connection with your guests; in fact it does the opposite - Preno’s technology frees up time so that you can spend more time with guests.   -- Want to learn more about modern hotel technology and Amelia’s vision for Preno? -- Read our interview with Preno’s co-founder and CEO Amelia Gain below Tell us about your career background in hotels. I was studying IT before going into owning and running a hotel with my sister. My sister was initially the one with a background in hospitality, and working for hotels when we first went into the venture. However, together with that mix of skills, we made a great team. Working in a hotel, I was surprised how much I liked creating amazing guest experiences, meeting with guests, working with our team each day and spending time improving our internal systems. What I disliked was the hours of repetitive admin tasks, the double handling of data, and dealing with the existing tools we inherited when taking over the property. That’s when I started to think about developing better tools that would help me and my team. When did you first become interested in leveraging technology to become a better hotelier? I think given my background in studying IT, it was from the first month of being at the property. Once I understood the current systems and challenges, I started to look for and develop solutions. I didn’t understand why hoteliers should have to deal with confusing software systems when modern cloud technology could make it so much more effortless. I started with tech and went into hotels, then came back to tech! I studied IT (with my now co-founder Max), but I had always wanted to go into business with my sister. Her background was in hospitality, so when we had an opportunity to buy a unique hotel, we jumped at it. It was a beautiful hotel, however, we worked really hard. We put in a lot of creativity when creating the guest experiences we offered, and we surround ourselves with an amazing team who are equally as passionate. The one thing that was not helping us were the tools and software we had at hand to manage our property. So the idea for Preno came about. I sought software expertise from my University friend Max to go into developing this with me. From there, Preno has flourished into what it is today - a powerful hotel management software that provides an autopilot platform for hoteliers. What was one technology that you couldn't live without when running your hotel business? Xero accounting software - it’s easy to use and a comprehensive accounting tool. I had no background in accounting and the hotel was my first business. With Xero, I could still jump in and do all the day-to-day accounts, without any prior experience with accounting. Xero’s intuitive software design inspired me to create something similar for hoteliers. As a hotelier what was your biggest frustration with technology? Where do I start - when my sister and I took over the hotel, we inherited a legacy system that was very frustrating. I then went on a long search and trialled every PMS available at the time. What I found is that they were disconnected from our accounting tool and other key tools we used, overly complex, required far too much manual administration, and were generally just hard to use. The ease of use was important as with the complicated systems, this meant extra time training new team members. Important to me was the support as my business was not 9am to 5pm 5 days per week. The hotel industry is a 24/7 operation. Other tools were also not transparent on pricing and had a whole lot of hidden costs - they would try and lock you into very long contracts and the whole experience lacked any care for my business.  What would you say is the most widely held misconception that hoteliers have about technology? I think one of the most widely held misconceptions that hoteliers have about technology, is the need to be using “flashy” tech (physical kiosks, hotel TV systems etc). I personally believe that some types of hotel technology are not well-thought-out about how they fit with the guest experience. Often some of those tools, and where they’re used, add no value to the guest stay and can make workflows complex for the team. What was the most challenging part of moving from hotels into technology? I feel like with any business there are challenges. Running a hotel has parts that are challenging, just as there are challenges to running a software company. With a tech company, you’re constantly pushing to get out new products that add even more value to customers, break into new markets and see further growth. The challenges you can face are so varied and are at a fast pace. This energy is actually what I enjoy and it motivates me. I’m fortunate that I have an incredible team, so we’re always sharing ideas and I never face these challenges alone. For those in our community who may not be familiar, tell us about Preno. Preno is a hotel management software that works like magic. It’s the autopilot for short term accommodation properties saving them up to 10+ hours per week on average. There are over 7000 hoteliers currently using Preno in over 25 countries and we’re very passionate as a team in seeing our hoteliers succeed. We love being able to support hoteliers with an effortless, stress-free system - especially during uneasy times like during the current pandemic. You work with a lot of hoteliers, which properties or operators are innovating ahead of the pack? I think the common theme among all three properties that come to mind is that they all have a strong mission that they’re passionate about, they’re giving back to their local communities, and the experience they offer is unique to their property and part of the world. Change Overnight Hotel (Australia) has a unique business model that I believe we will see a lot more of. A converted warehouse, it’s bright and has a lot of personalities. But it’s their mission and purpose which sets it apart. When a guest stays at Change Overnight, each night of their stay comes with the opportunity to give back to one of the hotel’s carefully chosen charities. It has become so popular, initial funding targets to give back to the local and global charities were smashed!  Maruia River Retreat (New Zealand) is run by very caring operators who felt the impact of Covid-19 strongly. This pivoted into what they care about most - mental well-being. Not only is Maruia River Retreat a beautiful property, located in a stunning natural landscape, the experiences they have on hand are unique to them. They host yoga workshops, writing retreats and more. The owners are passionate about the experiences they have on offer and this shines through.Aura Accommodation (New Zealand) is run by two friends who love their town, went into owning and running a motel. They refurbished the motel at a low cost, resulting in a property that is fun, tidy and comfortable. The team at Aura make sure the property is closely connected with their local community, through activities and events that bring a lot of energy. They shifted procedures and suppliers to be environmentally friendly and supported local charities that were important to their team. Imagine that you're going to open the hotel of your dreams tomorrow.  What kind of hotel would it be? I would love to get back into running hotels someday! The focus these days is on giving unique guest experiences at any price point. So I would want an accommodation business in any of the market segments, as long as the experience is meaningful, fun, unique and sustainable. My passion has always been for independent hotels, as there is a lot of freedom, you get to develop your own brand that you believe in. In terms of size, I’ve not thought too much about it, as I would love a property with 10 rooms, but would be just as passionate if it had 200 rooms, so long as I had a great team to work with. A name; how about “Preno Stays”!  What technology would you leverage at your hotel?  Tell us what the perfect tech stack would be and why? I would choose Preno All-in-one (because it’s the best) as my main tool, Lightspeed for my Point of Sale, Xero for accounting and Stripe for payment gateway. I’m a fan of Goki, so I would add that in the mix too. What's one piece of advice you have for hoteliers who have dreams of working in tech? If you’re looking to be a founder of a new startup developing a product, test and validate your idea with a lot of people (ideally the target market) as early as possible. You do not need to build a product to test your idea. Have a clear idea of your ideal customer profile. Make sure you connect and talk to other founders or people in tech, share your ideas and challenges. There are a lot of meetups you can find online and this is the best way to explore ideas with a friendly and passionate group.  What is the most exciting technology you've seen in the hotel tech space that is not built by Preno? Why? Our team is really excited about our new integration with Goki. For years I’ve been looking for the right keylock technology that fits our market. Not only do the Goki locks look great and are easy for guests to use, but they’re affordable and can be self-installed. The big bonus is that you do not have to replace all the door locks in your hotel. With Goki connected with Preno, it can automate check-in’s and provide guests with access to their unit/room using just their phone or a code.  Fast forward 5-years, how will the hotel tech stack be different from today? My vision for tech in hotels is that the technology is invisible, but is a powerful engine that automates activity for the operator. The guest arrives and the stay is seamless and effortless. In fact, their stay is so good that they never even think about the technology driving it, it seems organic. I do not see the point of removing all human components, it’s what sets hotels apart from Airbnb, but the human interactions are all value-adding - making it an even better stay, with no repetitive admin tasks.    This content was created collaboratively by Preno and Hotel Tech Report.

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How 4 Unique Hotels Optimized Their Operations with Preno

by
Hotel Tech Report
2 months ago

Are you struggling to decide whether to implement a new property management system at your hotel? Choosing technology for your hotel is a big decision.  That’s especially true when selecting a hotel management system. In this article, you’ll hear about several unique properties that leveraged a new hotel management system to grow occupancy rates and save hours of time per day through automation. All four hotels profiled in this article made impressive gains in booking rates and productivity after implementing Preno; a powerful property management system designed for independent hoteliers. Preno’s software is packed with user-friendly features, including automation that frees up time and a channel manager that seamlessly connects hotels to various distribution channels (including Booking.com and Expedia). In addition, Preno’s integration with accounting software Xero can save up to an hour per day of manual entry and payment processing, which Australian hotel Change Overnight used to save their team a significant amount of busy work every day. By the end of this article, you can feel confident taking the leap to a new property management system after hearing the success stories of these four unique independent hotels using Preno.   Tongariro Crossing Lodge Achieved 75% Occupancy, Less Fraud, and a Better Guest Experience Set near New Zealand’s iconic Tongariro National Park, a 4-hour drive from both Wellington and Auckland, Tongariro Crossing Lodge has been a favorite place to stay since the 1960s. The property was originally built as a ski lodge, complete with bunk rooms and shared bathrooms, but it has since been upgraded to feature six private suites. In 2016 Marina and Louis van Dyk bought the property as their first venture into hospitality. They needed to quickly learn how to not only deliver great guest experiences, but also handle business aspects like accounting, revenue management, and distribution. The van Dyks chose to use Preno for their property management system, and from the start they found the software to be very user-friendly. Thanks to several time-saving features of Preno, the van Dyks were able to boost Tongariro Crossing Lodge’s occupancy from 35% to 75%. Key features of Preno that helped Tongariro Crossing Lodge grow their occupancy rates to 75%: Mobile access: Since the van Dyks can use Preno on their smartphones, they can now interact with their PMS from anywhere, at any time - even if they’re on holiday. Previously, if a guest called to make a reservation, Marina or Louis would need to put the guest on hold (or call them back) until they could return to their desk. Sometimes a guest would lose interest or find another property during that time since it wasn’t an ideal experience. Now, with Preno, the van Dyks can book reservations and accept payment entirely on mobile, which helps them deliver a better guest experience and secure more reservations. Validating credit cards: Any hospitality business is at risk of fraud, especially when it’s easy for people to make reservations online. With Preno, the van Dyks can enjoy peace of mind that they won’t get scammed or end up with a booking for which they can’t collect payment. Preno automatically validates every credit card on every reservation immediately after the reservations are booked, so that if a card is invalid or fraudulent, the fraudulent reservation can be canceled right away and free up room nights for valid reservations. The van Dyks report that Preno has already flagged several invalid cards and saved them over $600 in fraudulent reservations. Booking management and rules: Preno lets the van Dyks maximize inventory at Tongariro Crossing Lodge by allowing them to easily place strategic restrictions, like closed-to-arrival, closed-to-departure, or minimum stay requirements, during high season and on public holidays when demand is high.These restrictions ensure that reservations booked over those high-demand dates have an ideal stay pattern to maximize revenue and occupancy rates. Automation: Tongariro Crossing Lodge is known for both its famous bread and friendly guest service, and the automated features that Preno offers; allowing the van Dyks time to focus on building relationships with guests, while the software automates tasks in the background. For Tongariro Crossing Lodge, Preno’s integration with Stripe is key -  it eliminates the need to input and charge credit cards manually and makes reconciling payments much faster. Preno also builds guest profiles that make it easy to honor special rates for return guests and keep track of their contact details (and other special details such as favourite coffee). Overall, these features enabled the van Dyks to achieve higher occupancy rates, reduce the risk of fraud, and spend more time with their guests instead of handling repetitive back-office tasks as they were previously.   Owls Nest Motel Grew Bookings by 14+ per Week with Preno’s Channel Manager The charming Owls Nest Motel in Piopio, New Zealand is known for its comfortable accommodation and adjacent restaurant, ​​the Night Owl Bar & Eatery. Many guests pop in for a night or longer on their way to or from the region’s stunning natural attractions. Dee Ratima, the manager of the Owls Nest, had used Preno for several months before opting into a trial of Preno’s new channel manager, and she swiftly noticed not only an uptick in bookings after using the channel manager, but her back-office operations became significantly more efficient too. Before using Preno’s channel manager, Dee managed the Owls Nest Motel’s presence on the OTAs manually. She spent at least one hour each day updating prices and availability on the OTAs, and she also had to enter OTA reservations into Preno as they came in. Preno’s channel manager yielded a few exciting results for Owls Nest Motel: Time savings with automatic rate updates: Preno’s channel manager eliminates the need for any manual pricing or inventory updates on the OTAs, and it also enters OTA reservations into Preno’s property management system automatically. This automation saves Dee at least an hour of time each day! More opportunities to generate bookings with real-time availability: Before using Preno’s channel manager, Dee could not open last-minute availability on the OTAs because the risk of getting an overbooking was too great. Now, with the channel manager syncing availability across all OTAs automatically, Dee can keep last-minute availability open and rest easy knowing that the risk of overbookings is minimal. With real-time rates and availability published on the channels, Dee has noticed two or three additional reservations booked per day! More efficient operations and lower risk of human error: With Preno handling the busy work of updating rates and inventory counts on the OTAs and inputting reservation details, Dee can focus her time on her guests. Furthermore, since Dee no longer needs to copy and paste reservation info or rates on the OTAs, the risk of typos or accidentally forgetting to click “save” is gone. In short, not only is Dee saving at least seven hours of time each week by using Preno’s channel manager, the Owls Nest Motel is getting at least 14 incremental bookings per week thanks to Preno’s real-time synchronization with OTAs.   The Burgoyne Saved 60 Hours Per Month With Preno’s Autopilot Software Although The Burgoyne, perched on the edge of Britain’s Yorkshire Dales National Park, was built in 1783, the property has seamlessly adopted 21st-century technology by choosing Preno as their property management system after Ian Hewitt acquired the property in 2018. When you’re taking a stroll around the property’s bucolic grounds or admiring its Georgian architecture, you would have no idea that The Burgoyne’s operations are powered by cutting-edge technology - unless you spot the electric vehicle chargers, perhaps. Prior to implementing Preno, much of The Burgoyne’s back-office work was manual, like inputting credit card information or guest contact info. With Preno’s automation tools, the staff at The Burgoyne were able to eliminate 60 hours of manual admin every month. On a daily basis, the staff would spend about one hour manually copying and pasting credit card information from OTA extranets into their payment processor, and an additional hour sending emails to guests - with Preno, both of these tasks are automated. Preno integrates payment details from the OTAs directly, and its automated email options allow The Burgoyne to send customized messages to guests in an efficient way. The staff now have more time to craft memorable guest experiences at this historic property.   Tasmania’s First Social Enterprise Hotel Saved 3+ Hours Per Day on Administrative Tasks Change Overnight, a hip boutique hotel in Tasmania, provides guests with both a place to stay and a way to give back. This innovative hotel concept partners with nine local and international charities; after booking, guests can choose which charity they’d like to support with a donation. Change Overnight has made incredible contributions since its inception, including donating over 12,000 breakfasts to children in an orphanage. In order for Adelaide O’byrne, Change Overnight’s manager, to carve out time to support the property’s charitable mission, she relies on Preno to do some of the heavy lifting behind the scenes. Since implementing Preno, Adelaide’s team has saved several hours per day on manual tasks. Prior to the implementation, the Change Overnight team had to input all reservation and payment details manually, which took at least two hours per day. Preno eliminates the need for these manual steps because reservations flow into the system automatically. In addition, Preno’s integration with Xero allows Adelaide’s team to streamline their accounting processes, saving at least an additional hour per day. In addition to the time savings, Adelaide can easily advertise her property on additional booking channels with Preno, so that more guests have the opportunity to stay at the property and give back.   Ready to Automate Your Hotel Operations Like These Properties? Whether your property is in Australia, Europe, or  anywhere else, you may be faced with challenges like low occupancy, fraudulent bookings, too much time spent manually entering reservation information, or performing inefficient, daily updates on Booking.com or Expedia. Preno addresses these specific needs of independent hoteliers. The system is designed to be a time-saver; not only do its automated features free up time by inputting reservation information or updating OTAs for you, but its interface is easy to use, so you don’t need to dedicate hours and hours learning how it works. While these automated tools help you run your hotel on autopilot - the software is packed with features like customizable email templates that help ensure you can stay in control of the personal touch you provide along each step of the guest journey. If you want to increase your occupancy rate, decrease the hours spent on busy work, reduce the risk of fraud and manual errors, and boost guest satisfaction and review scores, Preno can help you move the needle on all of these metrics.    This content was created collaboratively by Preno and Hotel Tech Report.

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HITEC Dallas Report: 50+ Hospitality Technology Innovations You Need to Know

by
Hotel Tech Report
2 months ago

When hotels began to reopen with skeleton crews mid-way through the pandemic, the broader industry started to think about hospitality technology as the key driver to running stronger businesses despite weaker resource availability. Hotel Tech Report traffic data illustrates that despite a sidelined hospitality workforce - there is more interest in hotel technology than ever before.  HTR recently publicized platform data showing 270% growth from March 2020 to 140k+ monthly hoteliers in May of 2021 (14-months into the pandemic). Vendors are innovating in lockstep with hotelier demand for new technology.  Last week our team headed to the first HITEC event since 2019 to scout the latest innovations and save you time staying up to date with recent hotel tech product launches.  This article is packed with the latest tools being developed by top tech firms to help you optimize and grow your hotel business. While researching for this article, our team reviewed 96 different product/feature launches to curate the list below based on the most exciting innovations in the market and then synthesized the top 50 innovations into six key trends. Please reach out via live chat if we've missed a critical innovation or trend! WHAT'S INSIDE THE RECAP: Leveraging tech to tackle labor issues The guest experience is getting a major digital makeover Mobile checkin is the new black Guest data management is in the spotlight Empowering commercial leaders to level up their strategy & efficiency Vendors are gearing up to help simplify payments for hoteliers   Trend #1: Leveraging tech to tackle labor issues If you ask any restaurant, retail shop or hotel owner these days 'how's it going?', their first response will likely be to tell you how difficult it is to find and retain talent.  The mass service industry layoffs and furlows at the beginning pandemic coupled with the elogated impact on the global travel industry from the Delta variant caused a mass labor exodus from the hospitality industry.  While city centers continue to feel the impacts of the pandemic, many drive market destinations in many geographies are booming so much so that some have even surpassed pre-pandemic REVPAR levels such as the California wine country and are struggling to staff back up.  Whether you're in a booming drive market destination and need labor now, or you will need it when city centers begin to recover--the labor struggle is real and tech companies have their sights set on coming to the rescue by launching new products and features to help do everything from retain your talent more effectively to manage your property with fewer staff. M3 Launches labor.  Designed for hoteliers on the go, M3’s Labor Management app, M3 Labor, allows hospitality professionals to quickly access their hotels’ labor information and adapt in real time to the labor needs of their properties. Not only do employees get up-to-date visibility of their schedules and work histories, but property managers also have access to labor variances and managing employee time details, all available in the palm of their hand. UniFocus ShiftGenius.  ShiftGenius is a unique scheduling and shift filling feature that introduces flexibility and control for employees and covers the needs of the business. Operators find coverage faster and know that the RIGHT people are filling the shifts. Hotel Effectiveness launches CoverageFinder™: Hotels are experiencing a “coverage crisis” - they cannot find the labor to address the needs of the hotel, the guests, or the team. CoverageFinder makes it easy to identify available labor from within the cross-trained hotel team, the portfolio’s “sister” hotels, and contract staffing firms. Turnover is a massive problem. The Risk Retention Dashboard identifies which associates in each department are at risk of leaving and recommends specific actions that managers can take to prevent turnover and avoid the costly impact of a lost team member. HelloShift launches a housekeeping app. Housekeeping Management app is a quick and efficient way to see at a glance the status of all of the housekeeping tasks at your hotel or property. In one view, know which rooms have been assigned and prioritized, and which rooms still need to be assigned. The quick and simple drag and drop functionality and the ability to bulk reassign rooms make housekeeping management problems a thing of the past!   Harri launches Carri Chat & Apply.  Carri is an AI-powered chatbot built to assist hiring managers in screening, accessing, and coordinating interviews with viable candidates. Carri transforms traditional job applications into meaningful conversations to engage candidates and improve talent acquisition efforts. eTip launches digital tipping product.  eTip helps hotels to better attract, retain, and motivate staff with an app-less tipping and review platform. With eTip, staff receive an increase in compensation and a boost in morale, guests enjoy better service, and managers can act on guest feedback in real time. Beekeeper launches housekeeping app.  Beekeeper Work is an intuitive app that will transform how your team tends to daily Housekeeping operations. Team members on their feet can get things done with a simple tap of their finger. No training. No I.T. set up. No corporate approvals. Just easy technology rolled out in days. And it’s available in every language too so no one gets left behind.   Trend #2: The guest experience is getting a major digital makeover While the pandemic will certainly not be looked back upon fondly, some good undoubtedly has come of it.  While there are so many areas that human interaction can add value in the guest experience, there are also so many areas that manual processes, wait times and antiquated systems have plagued the guest experience for decades and the pandemic gave the industry the nudge that it so desperately needed.  Whether that's digitizing compendiums to reduce paper waste and create interactive experiences that generate revenue, ridiculously seamless contactless grab and go stations to meet guest needs in real time or in-stay sentiment analysis to identify and recover from service glitches on the spot--vendors continue to rollout new features and tools to help you leverage technology to become one of your hotel's greatest assets when it comes to delivering a unique and differentiated guest experience. Whistle Digital Guest Book.  Whistle introduces a configurable digital guest compendium for a completely contactless experience. Hotels can now offer a rich portal and directory of information, which guests can access through messaging. Impulsify Contactless grab and go.  Impulsify announces the arrival of their completely contactless grab-and-go kiosk for lobby retail transactions. Their ShopPoP kiosk now provides a QR code to give users the option of going "Touchless" when purchasing items at their increasingly popular self-service pay stations used by the hospitality and multifamily industries. Flexkeeping Automated Daily Hotel Report.  The Automated Daily Hotel Report by Flexkeeping contains all critical information hoteliers need to know to ensure that their team is meeting their set standards. The report provides data on every department - from room service, housekeeping, and maintenance performance all the way over to guest complaints and service slips. EasyWay launches Guest Sentiment Powered by OpenAI.  EasyWay AI is now able to automatically detect guest sentiment and act accordingly. For example, if EasyWay AI identifies that a guest is happy and is a potential brand ambassador, it will automatically send them a survey on TripAdvisor, and ask them to share their amazing experiences on social media. Hub OS launched 'DND' and 'Make up Room' statuses for Guest Touch.  The system now also allows hotel guests to set their rooms into 'Do not disturb' or 'Make up room' statuses on their own mobile device by scanning a QR Code in their room.  This provides added convenience for guests while helping hotels more efficiently allocate staffing resources. GoMoment launches Ivy Offer.  Ivy Offer lets hoteliers extend unbeatable offers such as extended stay, late checkouts, and food & beverage offers to their guests via text messages. These offers are conversational, personalized, targetted and appropriately timed (when guests tell us they are enjoying their stay, we offer them the chance to stay an extra night at a 20% discount), resulting in repeat, incremental profit. Guests read 98% of Ivy Offer messages within 3 minutes (based on client data). Niio and Samsung debut digital art stream for public spaces. Samsung and Niio art are partnering to bring easy access to digital art on-demand to Samsung Profesional Displays to transform any screen into an engaging digital art canvas. With access to thousands of digital artworks from the world’s best artists, Samsung clients can seamlessly display individual works of their choosing or play art streams curated by mood and style, 24x7 to one or multiple sites. Turnkey solution without requiring additional hardware or rights management. Bookingwhizz Automated Guest Journey with Whatsapp. The CRM module connects directly with the PMS and/or channel manager, automates guest notifications and promotions from predesigned campaigns. The hotel or group can schedule these notifications based on their business needs. SensorFlow launches SmartREM (Smart Room Energy Management Solution).  When guests leave the room empty with the HVAC running, SensorFlow's occupancy sensors and smart thermostats communicate this data to the gateway. The gateway then uses AI to react to the real-time occupancy data and automatically switches off the HVAC or adjusts it to a more energy-efficient setting to save energy, without needing any manual intervention from hotel staff. If guests leave the room with the HVAC running and the pool/balcony doors or windows are open, the HVAC is then automatically adjusted to ensure proper ventilation and prevent condensation issues while saving energy. When SensorFlow's sensors detect that guests have returned, our gateway then automatically resets the HVAC to the guests' previous settings. VenueLytics launches 24/7 AI Smart Concierge.  VenueLytics provides industries first fully integrated 24/7 AI Smart Concierge to automate contactless guest engagement, housekeeping, maintenance and other guest requests across WiFi, WhatsApp, SMS, WebBot and Facebook Messengers. Hotelinking launches WiFiBot.  Hotelinking developed a system called WiFiBot that automatically solves the Internet connection problems using IoT (Internet Of Things) technology and without the need for staff or a technician to intervene.  This solution proactively monitors any device connected to the network regardless of the vendor to detect performance issues, and continuously evaluates components to maintain and optimise their availability to avoid downtime or network failures. Moreover, it analyses all relevant information related to the use of WiFi by guests and its proper functioning and performance.   Trend #3: Mobile check-in is the new black If you are an HTR regular then you probably know what we think about hotel brands building their own tech, but to give some credit where credit is due back in 2015 Starwood identified the potential of mobile checkin and invested heavily in it because they saw what was coming.  If we can checkin for a flight on our phone, why can't we checkin for our hotel rooms? The reality is that mobile check-in is another area that has boomed during the pandemic with contactless everything as the new normal.  As hardware comes down in cost and mobile checkin goes mainstream, vendors are sprouting up left, right and center creating new opportunities for hoteliers to offer mobile checkin solutions empowering saavy hoteliers to be more prepared for guest arrival, reduce front desk wait times, go contactless and even get some new checkin tricks up their sleeves with digital signatures, payment authorizations, upsells and more. Maestro launches mobile check-in.  Allows Maestro customers to enable guests to check-in on the fly, on their own personal mobile device, with no 3rd party app download required, creating a self-serve environment from their own device. GTRIIP Launches Selfie Check-in.  GTRIIP processes hotel check-ins using our OCR engine to read international passports and local photo IDs. We use our face verification engine powered by computer vision to match the face (with a selfie) against the photo ID. This check-in process can be completed on the web. Onres launches mobile check-in.  Enables Onres customers to increase incremental revenue by up to 30% with Contactless [Early] Check-in and Late Check-out, Upgrade your Room, and Add Add-ons. RoomKey PMS launches mobile check-in. 100% digital paperwork built into the RoomKey PMS from mobile check-in through check-out.  Automated payment and room release to better inventory management CODE2ORDER launches COVID-19 Vaccination Pass & Test-Certificate.  Hotel guests can upload their vaccination pass or test certificate during the online check-in at hotels or during their stay at the hotel (required for hotel stays in Germany). The upload can be easily done by using their own Smartphone without further app downloads. Hotels can check the uploads in the CODE2ORDER Backend.   Trend #4: Guest data management is in the spotlight Whether you look at Tiktok in social, Visa in payments or Netflix in entertainment--its clear that companies who have harnessed the power of unique customer data have realized massive profits.  The strange thing is that the hotel industry sits on a treasure trove of travel spend and guest preference data yet most hotels have still only scratched the suface of what they can do with this data because ultimately you need the right tools, structure and processes to actually act on it.  The good news is that if anybody knows just how valuable and powerful data can be its tech companies, and they're gearing up to help you harness one of your company's most valuable assets.  Hapi launches Hapi Connect for Salesforce.  Hapi Connect integrates hotel companies' data into Salesforce Cloud environments in real-time, helping hoteliers to innovate using the world’s leading CRM. Hapi Connect for Salesforce allows companies to centralize data and tailor each step of the guest journey, driving loyalty and increasing conversion. Oracle Hospitality Integrations Platform.  The Oracle Hospitality Integration Platform (OHIP) offers hotel operators and integrators unprecedented access to all of the capabilities that OPERA Cloud has to offer. By making available over 3 thousand REST APIs and a full self-service experience end to end, operators and integrators can now design, build and release their integrations in matters of days rather than weeks or months thus accelerating time to market and reducing costs. Cendyn adds DIY content management to eLoyalty. Cendyn’s eLoyalty now puts customers in the driver’s seat to seamlessly manage and control the content that’s served to their members with a full-service loyalty solution for any type of hotel or hotel brand.  Prior to this update, eLoyalty had static workflows for serving content to loyalty members but now hoteliers can log into a CMS to create different pathways and serve different content journeys or offers based on characteristics of various segments within the loyalty program. Bookboost launches CRM.  Guest messaging platform Bookboost also extended it's product to offer guest segmentation and email marketing. Manage your first-party customer data to track interactions to create personalised guest messages. Utilise a single system to manage guest engagement and build strong relationships. Clairvoyix Launches Hospitality Solution for Opera in the Cloud.  The Clairvoyix Hospitality Solution for Opera in the Cloud brings fully integrated transient sales and marketing automation to Oracle Hospitality customers. Utilzing the Oracle Hospitality Integration Platform, Opera in the Cloud customers can immediately start direct marketing to valuable past guests as past guest data is automatically transferred to the Clairvoyix Hospitality Solution. Guestjoy launches repeat customers.  Guestjoy launched a hotel CRM system for marketing managers in smaller hotels that helps them to build a customer database who is interested in getting special campaigns and offers. The tools they are using only allow them to set up a newsletter without knowing the background of a customer. Duve Guest Segments. Duve's Guest Segments allow hoteliers to send different messages to different guests, based on their profile and data you’ve collected from them. This includes reservation details, personal information, and more.  With Guest Segments, hotels can use both pre-scheduled or instant messaging to create a message to specific guests and provide an improved guest experience. Datavision DVGuest Analytics.  Datavision is adding powerful guest analytics features to our comprehensive business intelligence platform. Guest data is extracted and combined from a single source (PMS) or a variety of additional sources (Spa, Golf, Dining, CRM, etc.) supporting a 360-degree views of guest value, spend patterns and stay behavior. LaaSie launches Helix. Laasie has extended its core Reward Marketplace technology beyond the hotel website and booking engine, to bring personalized rewards to email campaigns. Each recipient of the campaign receives a uniquely personalized reward offer that resonates with his/her interests, demographics, and purchase behavior. iReckonU launches IKnowU Customer Data Platform. The IKnowU Customer Data Platform emerges as Ireckonu’s latest way to leverage its proven CORE Middleware. Synchronizing with your various PMS, CRS and other service delivery systems, IKnowU will become your system of record for clean, consolidated guest profiles. IKnowU’s powerful features include match & merge, identity and privacy management, subscription enrollment, communication control, behavioral and event data, and AI-assisted segmentation. It can also bring in third-party data. Simplotel Guest Connect.  Simplotel Guest Connect helps hotels convert their website content (promotions, and offers) into an email template with a single-click. Also, with a property management system integration, hotels can send mails and upsells to guests who book through any channel.   Trend #5: Empowering commercial leaders to level up their strategy & efficiency The term commercial refers to the concept that while historically there have been silod departments within hotel companies like revenue management or marketing, these walls are quickly being broken down as departments become more deeply entertwined.  The catalyst for this evolution in decades old operating model has undoubtedly been technology and the transparency, access to information and interconnectedness that it has unlocked.  This is not the first time breaking down departmental silos to emphasize a more hollistic commercial strategy has been a key theme of one of HTR's innovation recaps and it certainly won't be the last.  Impala Contracting.  Say hello to fast and easy hotel direct contracting. Whether it’s signing new deals or managing existing ones, Contracting by Impala enables direct contracts between hotels and tour operators, agencies or corporate travel platforms. We take away the costly integrations and lengthy negotiation cycles to negotiate deals in days, not months. List your hotel for free IDeaS Profit Optimization.  Profit Optimization for IDeaS G3 RMS considers any combination of servicing costs, ancillary revenue and associated margins, and acquisition or channel costs. This approach enables hotels, resorts, casinos, and more to get the most profitable guests into their property, while maximizing other inventory beyond the guest room, such as restaurants, bars, retail, and activities. HotelIQ Decision Cloud.  With the new HotelIQ Decision Cloud, hoteliers can organize data, analyze it, plan next steps, and collaborate with their team and across their organization. In doing so, we aim to give hoteliers the lenses they need to pull insights from complex data sets and make more intelligent decisions. RateGain launches Demand.ai. RateGain launched an AI powered demand forecasting tool, that helps hoteliers and other travel companies track hyper-local demand and the underlying factors impacting demand – thereby helping them optimize their commercial strategy. Event Temple Launches Chain Management Dashboard.  Event Temple’s Chain Management Dashboard is an above property sales enablement tool for chains and multi-property management groups. Organizations now have a hub to view bookings, leads, accounts, contacts, reports, and manage sales across multiple properties. Pace launches Restrictions Management. Take control of your business mix. Use restrictions to control your business mix. Pace will suggest when to close out corporate rates and maximise revenue from your transient business. Avvio launches allora ai Hotel Booking Retention Engine.  Avvio developed a Hotel Booking Retention Engine that sits within the allora.ai booking engine to counteract the rise in hotel room cancellations. They did this by identifying at risk bookings, and alerting hoteliers in an actionable format, so that measures can be taken to protect bookings.  allora.ai’s Hotel Booking Retention Engine uses machine learning and data science to assess cancelation risk for every individual booking on the books. MeetingPackage launches group pricing module.  MeetingPackage offers venues to sell in a transactional way via their own channels and through distribution. Venues are able to manage pricing of Meetings & Events services flexibly from one centralised place to all distribution channels. For example, minimum spend requirement, meeting package price per delegate or meeting room price per hour, half-day, full-day. Including seasonal prices and corporate negotiated rates. ProfitSword enhanced currency conversion functionality.  ProfitSword has updated the application to support viewing reports in any currency desired. As part of this update, we allow multiple exchange rates to be defined for any currency pair, depending on your reporting needs. The firm added flexibility to reports allowing a user to choose an exchange rate based on the data being reported eg; balance sheet data converted with a month end exchange rate, accounting data with month average, and budget with an annual exchange rate all in the same report. InnRoad launches new Pace and Pickup reports.  innRoad's new Pace & Pick Up Reports are designed to give users easy access to their property's performance with the click of a button. Users can compare their performance over time and see if they are above or below on their occupancy, revenue, and rooms sold. Avalon Analytics launched automated PowerPoint presentations. One of the pain points of a revenue manager is the time spent preparing for weekly and monthly meetings. This remains true at hotel-level and above-property level, where you may need to prepare a market performance review for senior executives, ranging from VPs Operations to Owners. Generate 20+ PowerPoint slides for your weekly revenue meetings and month-end owner meetings within minutes. Avalon allows you to load entire presentations that are always up-to-date and ready to be delivered to your inbox.     D-EDGE Launches MediaGenius. D-EDGE provides hoteliers with an all-in-one platform to manage and monitor digital media campaigns: search, metasearch, display, and social media. With MediaGenius, hoteliers can easily follow the evolution of income and bookings generated via AdWords, analyze their campaigns’ performance, and fine-tune their strategy. The Hotels Network Launches Bench Direct. BenchDirect by The Hotels Network is an interactive analytics platform for hotels to benchmark their direct channel performance compared to the market and competition. The tool provides hotels with competitive insights across more than 30 key metrics specifically related to direct bookings. VoucherCart launches enterprise. VoucherCart Enterprise is a SaaS software product used by international and national hospitality operators with responsibility for marketing, sales, and revenue across multiple business units/member organisations. It enables them to promote and sell vouchers, gift cards, memberships, and tickets (pre-paid instant delivery) associated with their products and services and manage these centrally across all member organisations allowing cross-organisational redeem and usage, while also supporting voucher management and sale at member organisation level. Hotel Res Bot Launches AI Channel Manager. Many distribution partners such as Secret Escapes don't have interfaces to transfer bookings automatically, which means they simply send an email and reservation staff must manually enter these bookings into the PMS. The HERA AI Channel Manager reads those incoming emails and automatically pushes them to your PMS directly or via your CRS or traditional Channel Manager. Trend #6: Vendors are gearing up to help simplify payments for hoteliers If you follow the tech world, you know that payments are big money.  You don't have to look far to see a massive head turning round like Stripe's $600M Series H (who even knew series H was a thing...), Affirm's market debut 100% pop or Plaid's (almost) $5B+ merger with Visa that was later blocked by regulators.  Other than being the lifeblood of every business on the planet, payments infrastructure is so immensely valuable because its extremely challenging to develop and maintain compliance.  While there are tons of payments solutions out there, there are few that have truly built out domain specific offerings specifically for the hotel industry to meet its unique challenges (and opportunities) and hotel tech companies are spotting the opportunity. Cloudbeds Payments. Hotel payment processing has been complicated for too long. Cloudbeds Payments provides easy, transparent and contactless payment processing that is fully integrated into the Cloudbeds Hospitality Platform, saving your property time and money. Bbot Tab Sync. Keep guests happy and servers relaxed with Bbot Tab Sync, a seamless addition to the Bbot Order + Pay solution. Plus, activating Tab Sync for in-venue and in-room dining guests gets you exclusive access to our BOGO deal on handheld devices! Adyen partners with Shiji to simplify hospitality payments.  This new integration simplifies the payment process for hospitality businesses by removing the need for a list of platforms and suppliers which usually includes separate processes for property management systems, food and beverage point of sale, and guest experience platforms not to mention the different payments service providers for each. SmartHOTEL launches SmartCONNECT for Payment. SmartCONNECT for Payment ensures that hotel guests’ payments can be made quickly, securely, and hospitably. With the click of a button, payments for online and offline bookings are automatically billed by the payment service provider of choice and processed directly on the guest folio of the hotel’s Property Management System (PMS). dailypoint™ Launches Payment Link. The dailypoint™ Payment link is part of the Booking Manager. It allows hoteliers to automate payments and process them securely according to PCI and PSD2 regulations. Implementing the payment link relieves the reservations department and minimizes the risk of fraud since no more credit card data is being processed directly or stored at the hotel. RoomOrders Launches Digital Tourist Hubs.  The RoomOrders digital tourist hub is an ordering and payment network of hospitality providers (hotels and resorts connected to surrounding vendors in a revenue-sharing model) to protect from accommodation giants like Booking dot com and AirBnB and restaurants from delivery giants like UberEats and GrubHub as well as excursion and tours agencies like Expedia and TripAdvisor.

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8 Ways a Hotel PMS Improves Operations and the Guest Experience

by
Jan Hejny
3 months ago

Shortly after COVID restrictions were eased, I went on a short golfing trip to Austria. I booked a well-known boutique hotel with a SPA and a fantastic restaurant surrounded by vineyards. I found out later that many other people had the same idea, as the hotel was fully booked for the weekend. Well, good for them, I thought. Anyway, when I arrived, it was raining, and I didn't bring my umbrella with me. So I came into the hotel soaked, hungry, and in desperate need of a shower. Unfortunately, out of the two check-in desks available, only one was operating, and the poor guy was trying hard to check in all the arriving guests as quickly as possible, while doing his best to have a cordial chat with them. Make no mistake: I'm sure it wasn't his fault that we had to wait for five minutes before he finished with the previous guest. When finally my turn came, the receptionist spent a tremendous amount of time staring down at his computer. I tried to ask him a few PMS-related questions, to understand why it was taking so long (of course, he didn't have any idea I knew a thing or two about PMSs), but I started to feel bad for the people waiting behind me, so I stopped any efforts to communicate with him, and I wasn't even told where and until when I could get my breakfast or where the SPA was. And that was the moment I realized, at least on a personal level, that there's something intrinsically wrong with hotel tech today.   When Technology Breaks Down Now, I am sure that, if you’re a frequent traveler like me, you have similar horror stories. According to a Qualtrics survey, 57% of poor hotel experiences are down to unfriendly staff. Problem is that, very often, hotel staff is unfriendly because they’re overworked, especially post-COVID, when properties are operating with skeleton staff. Here’s where technology should help, but the Austrian one is the perfect example of a case where it didn’t, and this happens way more than we, in the industry, like to admit. Moreover, tech should not only improve operations, but guest experience as well. Bad news is that, often, it fails in both fields. When your tech stack increases workload and waiting time at the reception (or in any other department, for that matter), you know you’ve got a problem. Technology is fallible, whatever you may think, and choosing the wrong software can heavily penalize your operation. A couple of years ago, a curious news story was published: the Henn-na hotel in Japan, known mainly because a good part of its employees are actual robots, had to "fire" 243 of them for doing "a bad job." One staff member, interviewed by The Mirror, stated: "It's easier now that we're not being frequently called by guests to help with problems with the robots." Well, this is an extreme example, but it’s not uncommon to see hotel staff having to find hacks and workarounds to make things work. If you’ve ever had a job in the hotel business, you know exactly what I am talking about.   The Role of the PMS in the Hotel Tech Stack Now, at the core of hotel operations, there’s always the PMS, so this is where the majority of problems start: bad integrations, lack of built-in features, etc. Choosing wisely is crucial, but not always easy, especially because hoteliers may be, paradoxically, unaware of the problems they need to solve. This is not due to the fact that hoteliers are bad entrepreneurs, quite the opposite! Problem is that being a hotelier means having to manage many operational aspects of the job, most of which are very complex and detailed. A General Manager, for instance, will obviously have to prioritize certain tasks, rather than spending hours to go deep and understand a certain technical problem. The thing with PMSs is that they’re the kind of software which is used by several different departments, so everyone has an opinion on it, yet a partial one. Sales & Marketing will likely never have to insert a group reservation, while the front office department won’t have to deal with MICE requests. In my experience, General Managers are the ones which can green light the implementation of a new software, coordinating, understanding and synchronising different departments’ needs, but chances are that their vision is limited, due to too many things on their minds, too. And we’re back to the hotel in Austria: somebody picks the wrong software, the system makes the life of all (or, at least, some) employees miserable, there’s less time to focus on the guests (which is even worse than the previous issue, while, of course, unhappy employees are unlikely to make guests happy), and… Well, you see where I am going with this, don’t you?   How PMSs Can Improve Operations and Guest Experience So, when picking a PMS, you should always be asking the one million dollar question: will this system make my life (and the life of my staff) easier so that they can make my guests happier? Knowing what to look for in a PMS can make a huge difference, so make sure that you understand what a property management system can (or can’t) do for you while trying to go into details during the process. Because if there’s anything we have learned over the past two decades, is that the devil is always hidden in details. Here are some of the areas where a good PMS can actually make a difference for both the hotel staff and guests: Reducing the workload during the check-in/out process. A publication by Cornell’s Center for Hospitality Research studied guests’ tolerance of delays during check-ins, and found that the “breaking point” for US guests is as short as five minutes. There’s an interesting discussion on Quora titled “What is the actual average length of time (in minutes) for hotel check-in and check-out?” Of course, the method is far from scientific, but it’s a fascinating read. According to the discussion, a best-case-scenario-check-in is at least 2-3 minutes. You know what that means? That if an American guest has two persons in front of him, he will likely leave a pesky review… Self check-in kiosks and apps can dramatically improve the check-in/out experience, yet most PMS do not support the technology; Remove friction during payments. It’s not uncommon to find hotels that still manage credit card payments manually. Usually, it goes like this: the back office department receives a booking, and they have to log in into the extranet, find the reservation, get the card, switch to another page for the CVC, get the physical terminal POS, type the total amount and the card details, wait for the transaction to go through. If this doesn’t look like a big deal for you, try to time your staff while they do it. I doubt it will take them less than five minutes per transaction. Now, let’s say you receive 25 reservations a day: that’s over two hours wasted just to charge credit cards. Not to mention what happens if the card does not work, you have to ask for a new one and start the process all over again. A PMS can solve the issue with payment automation proprietary features, or by integrating to third-party providers; Integrate invoicing systems. It may sound crazy in 2021, but I have seen too many hotels where the reception has to ask accountants to issue an invoice and, on the other side, too many accountants typing numbers manually from PMSs reports into their accounting systems… A simple integration will save hours of manpower every day; Connect your PMS to your SPA system. In most cases, if a hotel guest wants to book a treatment at the desk, the reception has to call the SPA, check availability and then book. Integrating the two systems will dramatically reduce workload, and guests will also be able to book and check availability directly online; Get smart in F&B. The adoption of QR codes and online ordering increased dramatically due to anti-COVID guidelines, and this is a prime example of a system that can dramatically reduce waiting times and improve guest experience. Customers are able to order (and pay) immediately on their phones. This reduces the waiting time (the waiter does not have to come and take your order or bring you the bill). Customers are in full control of the timing, and restaurants can allocate less staff to serve the same number of people, saving money. Moreover, thanks to Kitchen Display Systems (KDS), orders are not printed on paper but are shown digitally on a screen in the kitchen. KDS can also measure the average time needed to cook a meal, improving efficiency and customer satisfaction; Housekeeping digitalization. Another feature that COVID dramatically accelerated is the adoption of housekeeping apps, both built-in in the PMS or provided by third-party vendors. They reduce workload and make communication between departments easier. Hoteliers can also benchmark housekeeping staff timing to optimize operations and - particularly important for green hotels - drastically reduce the use of paper. According to a study, hotels use almost 2B A4 sheets per year in the United States only, meaning that 268,000 trees are chopped down annually only to fulfill the hotel industry's needs. It's the equivalent of 15 New York Central Park worth of trees cut every year! Automated emailing. Even though this is a feature we tend to associate with CRMs, some PMSs provide built-in functionality to communicate with guests pre/mid/post-stay, improving both the guest experience and increasing revenue coming from ancillary services proposed in the emails; Connect. Connect. Connect. It may sound crazy, but there are still a lot of hotels without a proper 2-way-integration between the PMS and the channel manager. It goes without saying that linking the two systems will dramatically reduce workload and bring human error down to virtually zero.   Understand the Tradeoffs of New Technology to Maximize Impact Paul Virilio once stated: “When you invent the ship, you also invent the shipwreck; when you invent the plane you also invent the plane crash; and when you invent electricity, you invent electrocution... Every technology carries its own negativity, which is invented at the same time as technical progress.” This is true for hotel tech as well, that is why implementing technology just for the sake of it it’s never a good idea. Choosing any software, and PMSs, in particular, requires a complete understanding of the property’s current (and future) needs. The risk with picking the wrong system is to end up like the Austrian hotel I wrote about at the beginning of this piece. At HotelTime Solutions, we provide tailored solutions and follow our customers during all the phases of the implementation, making sure that they can focus on what they do best: taking care of their guests.  

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What You Can Do To Increase Holiday Occupancy At Your Hotel This Year

by
Stefano Mocella
4 months ago

You may be thinking it’s early to start talking about the holiday season, but as a hotelier, now is the best time to prepare for the Christmas season. Why? With so much competition for rooms and heightened expectations in guest experiences, you need to plan ahead if you want this to be a happy holiday season for your bottom line. Keep in mind many folks had travel plans last year that went by the wayside and are now looking to make up for a lost year. Early data from Travel & Leisure shows that December bookings jumped by 15% compared to 2019 (pre-pandemic levels) in July. Keep in mind, Christmas bookings typically peak in October and November. After missing out on 2020 travel, guests will want to ensure wherever they book their Christmas getaway will deliver an unforgettable experience. Thankfully, there’s a lot you can do to get guests through your doors without spending a fortune on decorating your property or getting too gimmicky. Here are some holiday hotel marketing ideas that can make this a year to remember for your property.   Leverage Email Marketing If you haven’t been using email marketing to its fullest potential, you’ve been missing out. It’s one of the best ways to get into the minds of potential guests (and stay there). Make this a priority for the holiday season and while you’re at it, chalk it down as a New Year's Resolution. If you’ve been collecting email addresses of past guests in a responsible manner, it’s time to get your Christmas offers out to them. You can get creative with your offers, from a special package or prepare a special holiday menu in your restaurant. Either way, it’s a good time to start engaging with potential guests and pique their interest.   Offer Prizes and Creative Giveaways People love the chance to win prizes, particularly on social media. It’s why we see so many polls and hashtag challenges or merely entering a contest by tagging friends. Contests are an effective way to get some user-generated content for your hotel’s marketing campaigns. Contests can be something as simple as asking people to send their best (or funniest) Christmas outfits or best home decoration and in return they can win a discounted stay at your hotel or perhaps win a free spa day with their stay. You’ll be surprised at how many people will jump at the chance to win; not to mention it’s a great way to boost engagement on your social media channels.   Show Your Holiday Spirit with Deals There’s no need to reinvent the wheel with this one. Everyone loves a good deal and sometimes simple works best. Guests will be looking to save a buck where they can, given how expensive the holiday season can be already. Reducing your standard room rate or offering a discount on a suite might just give you the edge in securing more bookings. Sharing such deals on social media will also get you plenty of attention if the deal is of significant value. Provided you have a powerful channel manager, you can ensure your holiday rates are distributed among your biggest booking channels. There’s nothing to lose in trying, particularly if your goal is full occupancy for the holidays.   Create a Landing Page on Your Website If you’ll be offering deals, then it’s vital to create a separate landing page on your website. This will give you an area on your site to market and focus your holiday bundles. If you bury your Christmas packages and offers within your existing room rates, it’s going to slip by a lot of eyes. If you have a dedicated festive area, you can have some fun with it by adding some cool design effects and throw in some holiday puns in your room description.   What Will Your F&B Program Look Like? If there’s one commonality for the holidays, it’s that everyone wants to let loose and enjoy some mouthwatering comfort food. Your hotel’s holiday offerings shouldn’t just be about decorating and offering special room rates. If you have an on-site restaurant and/or bar, putting together a special holiday menu will capture everyone’s Christmas spirit. There will be plenty who will jump at the chance of booking a Christmas meal or throwing a mini holiday party for their business. And once patrons book with you for a meal, those might just turn into room bookings if you mention the type of accommodations you offer.    Happy Bookings! The holiday season could be stressful for hoteliers, but this should also be your most exciting time of the year. With all-in-one PMS systems like roomMaster Anywhere, you can ensure that you have all the tools you need to maximize holiday bookings for 2021 and beyond. If you start planning now, it could be your most profitable period of the year.