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Oracle Ecosystem Ignites Innovation to Accelerate Hospitality Recovery

by
Oracle Hospitality
1 day ago

Oracle Hospitality is committed to helping the hospitality industry get back to business. To support this effort, Oracle, with support from HTNG, recently hosted Innovation Week, a collaborative event dedicated to accelerating the industry's recovery and accommodating the rapidly evolving demand for low or contactless guest and employee interactions. The inaugural event drew 465 attendees across more than 200 hospitality technology organizations from 48 countries who came together to not only foster dialogue about innovation, but make it a reality. The event offered an expedited pathway to integration with Oracle Hospitality solutions, offering hoteliers more choices in technology to help them prepare for the new next. During the five-day event, many vendors were able to make significant progress in the development of their integrations. "We expected to spend weeks building our integration, but with the help of Oracle Hospitality experts, we were able to do it within days," said Andreas Loeseth, COO of Fácil, which worked on an OPERA Cloud PMS integration enabling self-service check-in and check-out using a mobile app or kiosk. "Innovation Week showed us the level of Oracle's commitment to open APIs and helping vendors develop new solutions for hoteliers. It's exactly the type of assistance we need to fuel an industry recovery." Learn more about Innovation week and access the on-demand sessions. "Oracle Hospitality stands apart in terms of the depth and breadth of the partners who integrate with our flagship platforms OPERA Cloud, OPERA 5 and Simphony. It is unparalleled. We also understand how critical technology is to deliver a great guest experience, especially during this time," said Alex Alt, senior vice president and general manager of Oracle Hospitality. "Innovation Week successfully paved the way for new and existing vendor-partners to ramp up innovation and help solutions get to market much faster."   A League of Their Own In addition to the many hospitality vendors new to the Oracle ecosystem, Innovation Week also featured several Oracle PartnerNetwork (OPN) members with Oracle Validated Integrations focused on low-touch or contactless solutions, including: ALICE: Offers an all-in-one solution that enables hotel staff to do the most impactful work without all the guesses. The ALICE/Oracle integration is a two-way, real-time interface that connects all hotel operations to the hotel's PMS, enabling increased visibility across departments. The seamless communication between OPERA and ALICE removes the need for hoteliers to switch between two systems and focus their time and attention on delivering exceptional hospitality. Some of the properties leveraging the ALICE/Oracle integration include Montage Hotels & Resorts, Omni Hotels & Resorts properties, Viceroy Hotels and Resorts and Calamigos Guest Ranch. Hapi: Offers a cloud data hub that enables centralized exposure of data from disparate systems, spanning on-premise and hosted. Hapi builds on the Oracle OPERA Cloud's promise of centralized, open APIs by bringing this functionality to legacy customers now and enabling a smoother transition to the cloud. Integration partners can also use multiple OPERA interface protocols in a single Hapi connection, and large hotel chains can benefit from custom OPERA integrations into their tech ecosystems. The Hapi/ Oracle integration is currently being used by IHG, Accor, Red Lion Hotels, Rosewood Hotels and Resorts, Langham Hotels and Resorts, just to name a few. InnSpire: This 2020 HTNG TechOvation award-winning company offers a contactless, all-in-one technology suite that seamlessly helps drive a world-class digital guest experience for some of the world's most iconic hotels and brands. The key benefits of the company's integration include accelerating the personalization of the guest experience, leveraging demographics and personal interests to customize in-room digital interfaces, such as Apps, TV-experience and voice. Today, the InnSpire/Oracle integration is being used by LUX* Resorts and Hotels, ME Dubai by Melia and many more. INTELITY: As the leading provider of guest experience management solutions for the hospitality industry, INTELITY unites mobile, in-room and back-office tools into one robust, fully-integrated hospitality platform. INTELITY's integration with OPERA PMS enhances and streamlines a wide range of guest-facing activities, including contactless check-in, mobile key, touchless service requests and more. INTELITY also integrates with MICROS Simphony, allowing guests to place dining orders from their devices or an in-room tablet. With mutual customers worldwide, some hotels taking advantage of the INTELITY/Oracle integration include Fairmont Hotels & Resorts, Hyatt, YOTEL and Mystic Lake Casino Hotel. Nonius: This 2020 HTNG TechOvation award-winning company offers solutions to help hoteliers provide a great and contactless guest experience. Nonius has integrated its products with Oracle, including Mobile check-in and Key, Guest internet access, TV, Voice & Cast. Some hotels leveraging the Nonius/Oracle integration from renowned groups such as Belmond, Accor, IHG, Four Seasons, GHM Hotels, Hard Rock Hotels, Marriot, Pestana, and many more. Zaplox: Offers contact-free mobile guest journey and mobile key services for the global hotel market. Zaplox solutions save time and costs while providing hotels with a direct channel to communicate with the guests and the opportunity to generate additional revenue. The contact-free mobile guest journey also supports the "Safe Stay" guidelines providing contact-free and touchless options for guests during their stay. The Zaplox/Oracle integration is currently being used by Arlo Hotels, Union Hoteli, ARP Hansen Hotel Group, and many other global properties. "Oracle's architecture is truly open and that directly helps to ignite and accelerate industry innovation," said Luis Weir, director of product management, Oracle Hospitality integration and APIs. "Our approach allows hoteliers to work directly with our partners to build experiences that are better suited to tackle new challenges and meet evolving guest expectations. And by providing a standardized set of modern, secure APIs, we allow them to do it quickly and cost-effectively - delivering innovation by encouraging customization.   Resources to Accelerate Innovation for the New Next Hospitality Cloud Marketplace: A cloud-based marketplace where certified partners can list their offerings, systems, product descriptions, and demo links. New Next Vendor-Partner Integrations: An extensive listing of integrations specifically built to enable contactless operations. Technology Guide for a Touchless Guest Journey: This comprehensive playbook covers contactless operations, integration challenges and solutions, technology budgeting, low-touch solutions, and advice to help hotels differentiate their offerings with innovative and emerging technology. Oracle Hospitality Resource Center: A global information and resource hub to help all those within the hospitality industry.  

Data Suggest UK Hotels Set for Overwhelming Demand Post-Lockdown

by
Profitroom
1 day ago

Booking data suggests UK hotels are in for a huge surge in demand for domestic bookings now that lockdown measures have eased, with trends from European hotels that have already reopened suggesting guests are willing to pay more, stay longer and book later. With UK specific booking data indicating the UK is just ahead of the boom, hospitality operators are encouraging guests to book now if they’re to stay ahead of demand – which is expected to peak two weeks after lockdown measures officially lift.  The data has been collated by Profitroom, a leading SaaS provider of hospitality booking solutions and direct strategies, which has utilised live dashboard analysis from over 3,500 hotels across Europe to provide insight into guest booking trends ahead of UK hospitality’s reopening. Looking specifically at booking data taken from hotels in Poland and Germany, which lifted their lockdowns on 4th May and 14th May respectively, offers a glimpse of what UK hoteliers can expect – with initial booking trends amongst UK data already indicating a similar outcome here. Samantha Williams of Profitroom said: “In Europe, with international travel restricted, we’ve seen a real boom in domestic bookings. On the one hand this is very encouraging for hoteliers in the UK planning to reopen, but on the other, for the public, it shows they should look at booking now to avoid disappointment. Consumers are understandably hesitant given the ongoing uncertainty, but what we’re seeing on the continent suggests waiting too long will see you miss out as demand overwhelms supply. If you’re considering a break away somewhere in the UK, we’d strongly recommend looking to stay ahead of the surge.” Samantha continued: “An additional thing that may cause a reluctance to book is that many consumers are probably holding out for the prospect of last minute deals. However, based on our data it’s unlikely there’ll be much by way of discounted stays. We’re seeing that, while the number of individual bookings is down – thanks to hotel capacity being reduced by social distancing – hotels are actually enjoying increased revenue, suggesting people coming out of lockdown are willing to pay more and to stay longer to treat themselves.” This view of the data is backed up by Jane Pendlebury, CEO of HOSPA the Hospitality Professionals Association: “Tentative guests expecting heavily discounted hotel stays in the wake of reopening are likely to be disappointed, I’m afraid. With hotel occupancies set to be affected by the ‘1 metre plus’ social distancing rules, they’ll be running at reduced capacity, so cutting their revenues further by discounting stays likely won’t be an option.” She added: “The hospitality industry learnt in the wake of 9/11 and the 2008 financial crash that discounts don’t necessarily drive demand. Instead they can negatively affect revenues for years to come as hotels struggle to claw it back. Post-crisis, hoteliers will be aware of this and look to avoid it. Most will be focusing on improving safety whilst maintaining a quality, enjoyable offering rather than dropping prices to attract bookings. My advice to those eyeing up a UK staycation then is to go for it now – as rooms will fill up quickly from 4th July and beyond.” The statistics from Poland show that, based on the same period last year, the number of bookings is down by 23%. However, the average value of each booking for a hotel is up by 31%. The data also suggests that the window between booking a stay and the stay itself has decreased by more than 8%. Meaning guests are booking stays closer to the time of visit. Furthermore, guests are booking longer stays – with the average length of stay increasing by more than 19%, to 3.09 days on average. The data from Germany is even more positive for hoteliers, with the value of bookings up 54%, while the average daily room rate is up 14% and the average length of stay up by 35% – more than a third.  Samantha Williams commented: “We’re seeing from the data that guests are willing to pay more, stay for longer and book later post-lockdown. The reasons for this are understandable. Many will have been saving the money that’s usually spent on other social activities so are better placed to splash out. After weeks in lockdown, they’re also keen to get away from their homes – and are happier to do so for longer.” She continued: “COVID caution also seems to be causing guests to hold off a little on booking, leaving it closer to their planned stay and deciding more last minute. This is likely based on fears of potential travel disruption in the event of further outbreaks, as well as taking more time to satisfy themselves that hotels have taken the right safety precautions. While this is logical, too much indecision will see the window of opportunity disappear once reopening commences in earnest.”    

Screen Pilot Features COVID-19 Resource Center & Content Hub for Hoteliers

by
Screen Pilot
1 week ago

For more than three months, Screen Pilot has been providing resources on recovery, inspiration, data/analytics insights, and market trends regarding coronavirus and its effect on the travel and hospitality industries. The content hub and its resources are free and completely accessible to anyone who may need a second opinion on digital marketing recovery in the time of COVID19. “These resources are a testament to Screen Pilot’s proactive and innovative approach when it comes to adopting unique strategies to aide our hotel and resort clients through this unprecedented time,” said Tom Dibble, founder and CEO of Screen Pilot. Additionally, the Covid-19 Content Hub from Screen Pilot includes deep dives into regional information and data trends for six major markets in the United States; Florida, the Northeast, the Pacific Northwest, the West Coast, the Midwest, and the South. If you and your teams are in need of digital marketing services and recovery planning in light of COVID19, reach out to the team at Screen Pilot.  

INTELITY and JTB Corp Join Forces to Elevate Guest Experiences in the Hawaiian Islands and Asia Pacific

by
INTELITY
1 week ago

INTELITY®, the provider of the travel industry’s most comprehensive guest engagement and staff management platform, announced today a new partnership with JTB Corp, Japan’s leading hospitality and travel service, to create VIP travel experiences for guests globally. The initiative will deliver robust digital capabilities and custom content in Japanese to guests through the INTELITY platform, giving JTB’s travelers personalized experiences crafted for their specific needs. “Right now, Japanese guest experiences in the U.S. remain largely in English, along with other challenges,” remarked JTB Corp CEO Hiroyuki Takahashi. “Yet we know that having the services and information guests need in their native language contributes significantly to them feeling more comfortable and empowered. By partnering with INTELITY, we’re providing both the comfort of Japanese-specific content and services, and the convenience of in-room technologies.” The partnership will launch its first implementation this summer on the Sheraton Waikiki’s 23rd floor, which is reserved exclusively for JTB Corp’s use. The property will undergo digital transformation as INTELITY’s platform is deployed, starting with in-room tablets and a mobile app, featuring customized content and services in Japanese. Guests will gain access to hotel information, restaurant and spa booking, and the ability to request contactless services, as well as in-room dining. “This is a really nice milestone for us, and a perfect use case for the INTELITY platform—with nearly 30% of Hawaiian tourists coming from Japan, it’s time for guest experiences and messaging to be tailored to their needs,” noted INTELITY CEO Robert Stevenson. “In that respect, there’s no better partner for us than JTB Corp, an agency with over 100 years of experience providing the highest-quality travel experiences for Asian guests.” The companies will continue to add the INTELITY platform in other Hawaiian partner hotels and expand into properties across Japan and Asia-Pacific through 2020 and onward. “Hotels and inns in Japan are currently lagging behind the rest of the world when it comes to digital transformation,” said Mitsuhiko Ito, Head of R&D in Silicon Valley for JTB Americas Ltd. “For us, there’s a real opportunity to create new value for customers by bringing guest experiences into the digital age. That’s why we’ve made it a priority to partner with innovative technology companies outside of Japan, and why it’s exciting for us to expand this new partnership with INTELITY in the future.”  

Seminole Hard Rock Hotel & Casino Hollywood in Florida Selects ASSA ABLOY Global Solutions to implement Latest in Guest Security and Convenience Technology

by
ASSA ABLOY Global Solutions
1 week ago

ASSA ABLOY Global Solutions has announced the successful implementation of its advanced VingCard Essence and VingCard Signature RFID door locks at the Seminole Hard Rock Hotel & Casino Hollywood, Florida. A world-renowned integrated resort known for its hospitality and musical entertainment, Seminole Hard Rock Hotel & Casino Hollywood selected the stylish VingCard Essence to be implemented at its recently opened Guitar Hotel while ensuring the maximum safety of guests at The Oasis Tower with the installation of VingCard Signature RFID. Constructed to resemble back-to-back guitars, the 638-guestroom Guitar Hotel serves as an upscale property featuring a modern luxury environment with mood lighting that is ideally suited towards the minimalistic design of VingCard Essence. A lock solution that encases all electronic components within the door itself leaving only a sleek door handle and RFID/BLE reader visible, VingCard Essence eliminates the unsightly appearance of more traditional door locks and is capable of blending in with, and even accentuating, a hotel’s unique style. As a largescale resort boasting multiple hotels on-site, the resort further opted to install VingCard Signature RFID as part of the build-out of the 168-guestroom Oasis Tower. A solution also recognized for its stylish and modern appearance, Signature RFID is designed to be appropriate for both new construction and retrofit projects while ensuring that such locations are capable of ensuring guest safety with the latest in security technology abilities that the industry has to offer.   Both VingCard Essence and Signature RFID come equipped with the industry’s latest advances in security encryption technology to ensure that only those with authorization are able to gain access to rooms. This includes advanced anti-keycard cloning abilities that minimizes the risk of guest keycard data being stolen in order to create unauthorized keycards. When used in online mode, Essence and Signature RFID can provide additional security-enhancing functionalities such as the ability to receive alerts when someone is attempting to use a keycard on multiple doors. Staff can instantly deactivate keycards that are lost or suspected of being stolen. VingCard Essence and Signature RFID are both further designed to take future guest preferences and industry trends into account with full Mobile Access compatibility. Properties with either solution installed are able to activate the feature at any time to provide guests with the ability to use personal devices as a secure guestroom key. With market needs or brand requirements capable of shifting quickly, the future-proof Mobile Access compatibility of both solutions ensures that hoteliers can instantly adapt without the need to undergo complex integrations or replace any existing hardware.   

Jonas Chorum Announces Launch of Chorum Mobile in Partnership with Fuel

by
Jonas Chorum
1 week ago

Jonas Chorum, a suite of streamlined, intuitive and flexible property management solutions, announced the launch of Chorum Mobile in partnership with Fuel, a leading provider of software and marketing solutions for the hospitality industry. Under this partnership, Jonas Chorum will be selling Chorum Mobile, which is powered by Fuel’s mobile app technology featuring contactless check-in and digital key.   As part of the partnership, Chorum Mobile will include the following: - Mobile check-in and check-out within the mobile application.- Digital key to unlock hotel room doors directly from a smartphone.- Messaging platform to connect with guests and send notifications.- Property information and destination details within the app.- In-depth insights into visitor behavior and revenue analysis.   “We are delighted to announce the launch of Chorum Mobile through our partnership with Fuel. The functionality to allow guests to check themselves in and out of their rooms, as well as request services, is very timely given the new standards travelers will look for as it relates to social distancing,” said Jim Rowe, Vice President of Sales and Marketing at Jonas Chorum. “With close to 1,000 hotels running Chorum PMS today, we look forward to this ongoing partnership with Fuel and the many benefits it will provide to our current base of clients.” Fuel’s contactless solutions and mobile technology complements the functionality already available within Chorum PMS, which includes staff facing mobility solutions such as mobile manager and housekeeping, as well as a staff facing mobile application. The collaborative agreement between the two software providers has afforded Jonas Chorum clients with the ability to implement a more contactless guest experience throughout their guest’s stay. “We are excited to partner with Jonas Chorum to bring our revolutionary mobile app and digital key technology to Chorum’s superb roster of hotels,” said Stuart Butler, COO at Fuel. “Given guest’s fears surrounding COVID-19 and the desire for more safety and reduced contact with staff, the contactless or reduced-contact functionality that this app provides will give these hotels a massive competitive advantage during recovery. In addition to that, the app will also help restore hotels’ much-needed profitability by providing several opportunities for hotels to operate more efficiently and by driving more incremental revenue.”   About FuelFuel is a leading provider of specialized guest-facing software solutions and digital marketing services for the hotel industry, designed to help independent hotels, resorts, condotels and management groups maximize market share and profitability. Since 1993, Fuel has been helping hoteliers manage, measure and drive direct bookings with its comprehensive suite of software solutions and digital marketing services. Through its industry leading Booking Engine, AI-Powered CRM & Marketing Automation, Analytics Dashboard, and new customizable Contactless Mobile App & Digital Key, Fuel is able to identify, attract, book, and keep your guests leading to more direct bookings and a reduced reliance on third-party channels. To learn more about Fuel and to take your travel marketing to the next level, please visit fueltravel.com.  

How the New ‘Contact-Free’ Hotel Experience Can Still Be Both Personal and Engaging

by
Guestline
1 week ago

Hoteliers are gearing up for the ‘new normal’ with new social distancing and safety measures but there is a concern that a contactless experience will signal an impersonal and distant one - exactly the opposite to being hospitable and guest centric. However, it doesn’t have to be that way. Hoteliers can still deliver an engaging and enjoyable guest experience, by adopting new practices that satisfy both the guest and the hotel’s bottom line. Guestline, a leading hospitality technology provider, demonstrates how ‘contact-free’ solutions can help hoteliers reduce physical contact as much as possible and boost revenue when they re-open and start welcoming guests again:   Digital guest registration & communication It all starts with a guest making a booking online, where hotels can promote new enticing offers and deals, in addition to their flexible cancellation and amendment policies. From here, hotels can send out pre-stay communications to their guests using simple and automated templates in their PMS to reassure and comfort guests and relay useful information on new operational and safety measures in place – as well as providing potentially upsell incentives. Arrival times can be pre-arranged and guests can fill in their registration details online ahead of their arrival to create a safe and manageable flow through reception during check-in.   Food and beverage digital ordering During their stay, online food and drink menus can provide guests with the ability to order food and beverages digitally. Orders can then be delivered to a guest’s room or table. Alternatively, orders can be collected, or delivered to non-resident’s homes via one of the main online delivery platforms like Just Eat, Deliveroo and UberEATS. Again, another way of maintaining a safe distance and providing a potentially new and efficient revenue stream for hotels.   Payments and check-out Hotels can keep in contact with their guests during their stay via email, SMS, WhatsApp, LiveChat etc. so they have all the hotel information like floor plans, cleaning guidelines and new leisure/F&B processes at their disposal. And when it comes to checking out, guests could review and pay their final bill online, again to avoid any build up at reception. Hamzah Hafesji, Senior Product Manager at Guestline commented, ‘Going forward, the relationship between hotels and their guests will be different, but that doesn't mean the guest experience should be any less enjoyable. Our solutions will enable hoteliers to reopen as quickly and efficiently as possible, adopting the new practices that reflect current safety and social distancing measures.’   Reduced contact points Hafesji continues ‘Hoteliers need solutions that reduce the physical contact points that guests incur but heighten the engagement through digital means – which will help drive customer confidence as well as protecting vital revenue streams pre, during and post-stay. We’re consulting clients on an on-going basis and engaging with them to address the most pertinent challenges and ensure we’re delivering the most appropriate and business critical solutions. Demonstrations and training videos for all customers will also be available to ensure they’re confident in the new processes from day one.’ For more information on Guestline’s proposed new contact-free hotel experience, please click here. Guestline will be hosting a ‘contact-free’ webinar on 30th June  

SiteMinder Achieves Level III Global Support Certification

by
Hotel Tech Report
3 days ago

SiteMinder Achieves Level III Global Support Certification This week, SiteMinder earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners. In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “What’s really unique about SiteMinder’s support organization is their ability to not just provide their product, but also their expertise, data and market knowledge to help clients succeed. Their sheer scale allows them to collect mounds and mounds of market data that they skillfully leverage and turn into insights that they package and deliver to clients through things like bespoke ‘recommendation packs’ and local market updates to help clients get the most value out of being a SiteMinder client which is something that very few companies have the wherewithal or scale to deliver,” says Hotel Tech Report co-founder Adam Hollander. "Your technology will only carry you so far. It’s the service that you provide to customers that keeps a business strong. Knowing this, SiteMinder has had an unrelenting commitment to customer service from day one, and our responsive and global approach is something that we are proud of. Our teams are dispersed throughout the world. We cover phone support in each of the 11 languages that we operate in and make our products available in eight of those languages, so that despite being a global business, we are also a truly local player to our hotel customers," says Sankar Narayan, CEO at SiteMinder. The below GCSC assessment outlines the verified systems and processes that SiteMinder has in place to educate, train, retain and support customers.   SiteMinder's GCSC Assessment Summary  Rubric Score: 27/34 Certification Level:III Customer Orientation: Customer Focused Recommendation: Highly recommended Support Team Size: 145 Support Team Leaders: Vinnie Panicker VP, Global Support Certification Period: February 15, 2020 - February 15, 2021 Support Stack: ProductBoard, Intercom, Google Slides, Wistia, Atlassian, GetFeedback, alteryx, Tableau, Salesforce     GCSC Support Rubric Section I: Pre-Emptive Support  The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that SiteMinder has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.2 Proprietary data recommendations: Vendor aggregates product usage data across clients to benchmark performance and provide recommendations to their users to help them learn about best practices, make better decisions and maximize product utilization. GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that SiteMinder has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's are monitored and upheld.   GCSC Support Rubric Section III: Customer Success & Coaching While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that SiteMinder has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product. GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that SiteMinder has in place for clients: 4.11 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 100 verified client reviews. 2.5 4-star avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.0/5 across all client reviews.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners.

Clock PMS+ Achieves Level III Global Support Certification

by
Hotel Tech Report
3 days ago

This week, Clock PMS+ earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “When we saw the tracking and systems that the team behind Clock PMS+ has put in place for customer support and success it showed the sophistication level of the processes that the team has developed internally over the past 20-years in business.  What was really mind blowing that we haven't seen in any other companies is that the team at Clock PMS+ measures everything down to the segment so they know for example how many support tickets have been submitted by front desk agents, which features have been requested by GMs and what level of satisfaction hotel owners have with the product.  It's pretty phenomenal and creates a feedback and tracking loop to continuously provide top notch customer service while also bringing customers into the product roadmap to constantly improve over time.” Hotel Tech Report co-founder Adam Hollander. "Our company has focused on providing support that is modern and quick to solve the customer issues when using our products. We have invested a lot in building a great support team and we continue improving their outstanding set of soft skills as a company committed to excellence." Krasimir Trapchev, CEO @ Clock PMS+ The below GCSC assessment outlines the verified systems and processes that Clock PMS+ has in place to educate, train, retain and support customers.   Clock Software's GCSC Assessment Summary  Rubric Score: 30/34 Certification Level: III Customer Orientation: Customer Focused Recommendation: Highly recommended Support Team Size: 25 Support Team Leaders: Albena Misheva, Director of Customer Support Certification Period: February 20, 2020-February 20, 2021 Support Stack: Uservoice, Fresh Desk, Youtube, Google Slides, PowerBI, 123FormBuilder, ZoomUs, Datadog     GCSC Support Rubric Section I: Pre-Emptive Support  The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that Clock Software has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless.   GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that Clock Software has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients (English, German, French, Russian, Bulgarian) 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.4 24/7 support availability: Vendor offers 24/7 support to clients for around the clock assistance. 4.5 Verified Contract SLA monitoring: Vendor has SLA terms fully integrated into their customer support software that has automatic notifications ensuring that SLA's are monitored and upheld.   GCSC Support Rubric Section III: Customer Success & Coaching While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that Clock Software has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product. GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that Clock Software has in place for clients: 4.11 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 100+ verified client reviews. 4.12 4.5-star avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 4.13 Vendor Confidence: The vendor has revealed their private internal customer satisfaction scores to Hotel Tech Report showing high degrees of confidence in their support infrastructure and outcomes which can be a strong indicator of transparency and positive vendor-client relationships.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top t  

Bookings Continue To Increase For Summer Months

by
Net Affinity
1 week ago

As it currently stands, our data tells us that hotel bookings are down 29% compared to those made in June 2019, which is a huge improvement on -85/-90% we were seeing at the end of March and April.   Bookings increase for summer months In relation to bookings made in June from ROI so far, 48% were for July. This tells us that once the reopening date was moved from 20th July to 29th June, the majority of bookings made since were for those extra 3 weeks. 29% of bookings were for August, and people don't seem to be looking much further ahead than September yet. Looks like they're eager to make the most out of the summer still! There are a very small number of US bookings coming in - 1.3% of overall bookings.   Where do people want to stay? We've looked into the types of properties in ROI that guests are booking, along with their star rating, in relation to volume of bookings, Average Booking Value, Average Room Rate and Average Length of Stay.   The key takeouts from this data are as follows: Bookers want to stay in hotels outside of the city Average Length of Stay is the driver behind strong revenues for these properties There's not as large a change in Average Rate per night, as there is in Average Booking Value, which is as a result of the increased ALOS The 5* market is seeing the highest increase in volume of bookings year on year Most of these properties are resorts and based outside of cities Rural & Resort / Destination properties are seeing large growth in volume whereas city & suburban properties are not seeing the same pickup in this recovery yet Our global Length of Stay, for all of our properties in ROI, has increased from 1.7 nights booked in June 19, to 2.1 in June 20 - which is a 27% increase Bookers are replacing their foreign holidays with domestic stays, so they're adding those extra couple of nights in   And they're booking direct? Yes, we are seeing the majority of bookings coming in to our clients directly as opposed to through OTAs. Why? Let's say a guest is using OTAs to look for hotels in Killarney for example. They get their list, and then go to check the hotels' own sites directly for their Health & Safety information. When they're on the site, they make their booking Hotels have never been so vocal about their free cancellations! This was something that OTAs have been doing for years, and hotels traditionally haven't been to the same extent until now Maybe guests have more time now to plan their trip, and instead of relying on the quick convenience of OTAs, they're taking their time to carefully consider options, choose a hotel, investigate all of the activities and offers at their fingertips and then booking direct through a hotel's website   What's the general sentiment? Hoteliers are finally starting to see a light at the end of the tunnel, which is uplifting. The new reopening date and initial, natural increase in bookings that followed since has given the industry a well needed boost and glimmer of hope. From our own conversations with hoteliers, for the most part they're looking ahead, keeping positive, reviewing guidelines and focusing on all that needs to be done before open day. When it comes to guests, the main thing to remember is that there has been a strong, collective shift in priorities and mindset. We are more cautious. We are more health-conscious. We are more careful. The fact that direct bookings are seeming to be favored over booking through OTAs - this in itself is a huge indication of the new cautionary booker, who wants to reassure themselves by carefully reviewing the place, grounds and safety measures of the property they're going to be bringing their family or friends to. It's incredibly important that, whilst you're considering the implementation of new health and safety measurements, you remember that they will be a huge factor in your guest's decision to book with you. Your plan, procedures and statement will need to be easily accessible and communicated clearly.   Some tips: Try to write your health and safety content with your guests in mind. Be mindful of the language you use. Remember: communicate clearly and make the information easily accessible Don't do a copy and paste of your measurements - again, be mindful of the points you're highlighting and the language you use It's better to create a page of content on your website instead of having it in a pdf Ensure the website page is then optimised for SEO Link the information in a prominent place on your website Have a  read through the IHF's Health & Safety Manual for Hotels Here are a few more tips and considerations ahead of June 29th.   Guidelines Fáilte Ireland have released a series of guidelines for reopening tailored to the various sectors of the Irish tourism industry. The guidelines are designed to support business owners and management in every step as they tackle the challenges specific to their industry.   Updating your website As well as the health & safety measures that need to be very much highlighted on your website, also consider the following: Update your content with relevant information Review all your pages, double check all the links and use compressed high res images Include an opening date on your homepage or create an action bar for it   Campaign types The focus of Irish hotels should be the domestic market for the moment. You should consider having the following campaigns set up and running: Google Ads: Brand Search - Ireland Google Hotel Ads Google Ads: Rooms Remarketing Google Ads: Location & family hotel search Google Ads: YouTube Bumper Ads for prospecting (interests: travel & family content and in-market for trips in Ireland) Facebook / Instagram Ads: Welcome back / Book Direct Offers   Google My Business Some properties have marked their GMB profile to temporarily closed. If you're opening for business on June 29th, now is time to remove that. Revise your basic information content, imagery and contact us information on your Google My Business Account Update your opening hours If customers have asked questions in the Q&A, answer them Spot check some dates in the Hotel Ads section. Are OTAs showing rates for dates where your property is closed? If yes, contact them to close out allocations Have a look at your reviews / testimonials and take notes   Social media & ezines Use your social channels to let people know when you're open for business again. Let them know you're looking forward to welcoming them back! Facebook / Instagram Story Ads are visually appealing and are proven to increase engagement and activity on your website. Focus your messaging on 'Safe Breaks' or think about promoting Family / Summer Offers. Facebook has a new feature to support small businesses - we chatted about it this week in last week's Marketing in the Morning podcast. As a hotelier, you can use the opportunity to show off your community support and promote your restaurant or bar if they're open for business or takeaways. On your posts, include the #SupportSmallBusiness hashtag. Another great way to engage with and keep customers up to date with your open dates and specific offers is through your ezines. If you haven't sent one out already, do so. You can include promo codes too to encourage bookings from return guests.   Ad copy The point of effective ad copy is to increase your conversion rates and profits. Great ad copy achieves this by highlighting the key components of a product or service and communicating them to potential customers in a way they can relate to, quickly and easily. Now is the time to review, prepare and devise the right ad copy, that will prove to be as effective and powerful as possible.   Some suggestions to get the ball rolling: Staycation in style Road trip anyone? Dream now, stay later Stay longer for less