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Insights and advice from the HTR team to find the best technology to grow your hotel business

Press releases

Kalahari Resorts and Conventions Partners with IDeaS to Enable Total Profit Optimization

by
IDeaS
1 day ago

MINNEAPOLIS—Sept. 12, 2019—IDeaS Revenue Solutions, the world’s leading provider of revenue management software and services, announced today it will implement IDeaS G3 Revenue Management System (RMS) across Kalahari Resorts and Conventions’ all-under-one-roof convention and vacation destination hotels. Each Kalahari property features nearly 1,000 guest rooms, large-scale meeting-and-event and recreation spaces, multiple food-and-beverage outlets, retail and spa facilities. Located in fiercely competitive markets, Kalahari is looking to grow its revenue performance and scope now and in the future. Recently, Kalahari switched to IDeaS after reevaluating its RMS options: · A clear roadmap for future growth – For over 30 years, IDeaS has driven the future of revenue management. Kalahari chose IDeaS to evolve its revenue strategy and optimize profitability for its guest rooms and beyond. · Group business automation and optimization – With a group segment comprising nearly half of its business, along with current renovations that will double its convention space offerings, manually forecasting group room nights was no longer sustainable for Kalahari. IDeaS’ group pricing and evaluation functionality will bring new levels of efficiency, displacement analysis and decision empowerment to Kalahari. · Decisions, not recommendations – Kalahari was leveraging RMS as one of many tools in the company’s manual revenue management portfolio. With IDeaS, the company looks forward to true automation with G3 RMS managing its large inventory across multiple properties to ensure the most profitable decision outputs. · A robust, all-in-one RMS solution – IDeaS G3 RMS’ transient and group demand forecasting, complex-room-type pricing, easy-to-use reports and dashboards, “what-if” simulations and more impressed Kalahari’s key decision-makers early in the RMS evaluation process. Kevin Shanley, chief revenue strategist, Kalahari Resorts and Conventions, said: “Going with IDeaS was an easy choice. The G3 platform sets IDeaS apart from other RMS providers, and we could see IDeaS will continue to outpace their competitors with its forward-looking roadmap and a solution that adapts as the industry changes and as Kalahari continues to grow. We view all pieces of our business as either already being part of our revenue management process or needing to be. With IDeaS in our back pocket, we feel confident in our ability to continue to expand our total revenue strategy.” Dr. Ravi Mehrotra, president, founder and chief scientist, IDeaS, said: “IDeaS is pleased to partner with Kalahari. From one innovative, growing organization to another, I believe Kalahari is on a path to significantly improve its revenue performance and competitive standing. Kalahari’s convention space and food-and-beverage business are ripe for data-driven profit optimization, and IDeaS is eager to help drive Kalahari’s revenue transformation.”

RevControl Earn's the L1 Global Customer Support Certification (GCSC)

by
Hotel Tech Report
1 day ago

This week, RevControl earned Hotel Tech Report’s Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers earning the Level I certification with strong scores 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 first started the process of developing the customer support certification, RevControl didn't have a lot of the rubric processes in place but what's been amazing to see is just how seriously the team has taken professionalizing their support operation.  In a matter of a few short months, the RevControl team has leveraged the GCSC rubric as a support roadmap and since they've not only planned but fully implemented processes including a knowledge base, video tutorials, livechat support and customer satisfaction monitoring showing the speed and agility of the team and how seriously they take the success of their customers." Hotel Tech Report co-founder Adam Hollander. "We built our product to solve our own needs as a hotel company and as hoteliers we know just how important service is. We've leveraged the GCSC Certification Rubric as a roadmap to further deepen our skillset and offering when it comes to customer support and are both honored and appreciative to be able to receive external recognition for our efforts and investments.  We are really proud of the growth we've had in the past few months and see this as just the beginning as we continue to find new ways to deepen our tools and processes to help our customers succeed." - Edwin Leenheer, Director of Operations @ RevControl The below GCSC assessment outlines the verified systems and processes that RevControl has in place to educate, train, retain and support customers.   RevControl's GCSC Assessment Summary  Rubric Score: 17/34 Certification Level: I Customer Orientation: Customer Minded Recommendation: Recommended Support Team Size: 3 Support Team Leaders: Edwin Leenheer, Director of Operations Certification Period: September 17, 2019-September 17, 2020 Support Stack: Freshworks, Freshchat, Freshdesk   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 RevControl has in place for clients: Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 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 RevControl has in place for clients: 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. 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) Multi-lingual support: Vendor offers support in the languages where they have active clients 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. Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 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. 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 RevControl has in place for clients: Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 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.   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 RevControl has in place for clients: Basic Feedback Validation: Vendor meets minimum requirement for client feedback with more than 10 verified client reviews. 4.5* avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 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.   For more information please visit: https://partners.hoteltechreport.com/global-support-certification/  

NEHÔ Group appoints SiteMinder to bridge hotel management and guests as it eyes further growth

by
SiteMinder
2 days ago

NEHÔ Group, the French company that offers a new way of hotel management, is adopting technology by SiteMinder, the global hotel industry’s leading guest acquisition platform, to deliver more guests to its managed properties across France and Belgium. The move forms part of the group’s growth strategy, as it looks to expand its portfolio across Europe. NEHÔ Group has taken over, developed and restored some of France and Belgium’s prized residential real estate in the last five years. With an eye for location, the group is introducing new concepts and enhancing value to its growing portfolio of 17 managed properties and 1,800 rooms. “Because innovation and evolution are so inherently part of our values, the next step to success, as it is in the world of hospitality, is to get closer to our hotel partners and bring them closer to their guests. SiteMinder helps both us and our hotels to be better, faster and more efficient, which is essential to provide the best possible service to guests every day. In our industry, having the right technology is like having pans in a restaurant; without it, the business simply wouldn’t work,” says Patrick Boero, General Manager at NEHÔ Group. NEHÔ Group is capitalizing on France’s growing US$266 million travel and tourism industry to rebuild, modernize and open both new and existing properties. Technology like SiteMinder’s, it says, is instrumental to continue serving customers and maintaining France as the world’s top travel destination. “France remains the most visited country in the world, which means the opportunities for hotels are endless. However, the local supply of hotels has grown, so there is also more competition for hotels. What this means is that a focus on the guest is more important than ever. We commend leaders like NEHÔ Group for recognizing guests as the priority, and embracing change and innovation. We are pleased to work with the group as they continue to pursue excellence in hotel management and hospitality,” says Antoine Aubrun, Country Manager for France at SiteMinder.

How top hotels get great guest feedback

by
GuestRevu
3 days ago

Every hotelier has a perfect journey that they would like their guests to take — booking their stay directly through the property’s website, having a memorable experience, leaving a glowing review on every platform available, and returning year on year. But much as that journey is the dream, turning it into a reality is no walk in the park. So how do the top hotels manage to provide consistently excellent experiences and see their guests leave glowing feedback at the end of their stays? We asked some hoteliers from among the top-ranked 5% of GuestRevu clients to give us their tips on getting great reviews from their guests, and they were happy to help. Make a good impression before your guests even arrive A great experience does not start when a guest arrives at your property. In reality, it starts well before then, when they first come across you and decide to book their stay. That’s why, as Sophie Shotton, General Manager of Yorebridge House, explains, “we always aim to set a positive impression of the hotel and the team before the guest has even arrived. “Having a simple and approachable booking process with clear room prices and special offers is the start,” she continues. “Not rushing the booking process, and taking the time to record as much information as the guest gives, allows you to create personalised documentation such as confirmation letters and pre-arrival letters which contribute to this first impression.”     While guests are with you...   Make it personal No guest wants to feel that the experience they’re getting is identical to every other at your property, and nor should they. Every guest will have a different reason for their visit, different preferences, and different personalities. As Christina Metcalfe, owner of Downham Hall, puts it, “alongside customer service is the difficult task of working out very quickly what your guest is like, what they may wish to hear and adapting your conversation according to who you are speaking to so that you can meet their needs.”     The great news is that you have the information at your fingertips to provide them with the individualised experiences that they’re looking for. From the moment a booking comes through, you can garner details about your guest and the stay that they are hoping for. How many people are in the party? Have they booked over an important period — Valentine’s Day? Christmas? Carnivale? Have they visited you before? Before you’ve even met your guests, you can start forming an idea of who they are, and begin personalising their stay accordingly.     Even the simplest gestures can have great effect when it comes to personalisation. As Lauren Berry, Marketing Manager of Lanzerac Hotel, explains: “Guests always want to be acknowledged and made to feel special – from the personalised greeting, hand-written welcome letter in the rooms to the generous amenities provided.” Make your guests feel at home     Your guests may travel from far and wide, but making them feel at home, whether their home is across the globe or down the road, can set the experience that you provide apart from the rest. Whether it’s “a comfortable yet exclusive experience”, like the one that Banhoek Lodge provides, or the “personal connection and home-away-from-home feeling” that Lanzerac Hotel offers, managing to make your guests feel at ease is a sure-fire way to get great feedback. Provide exceptional customer service     Exceptional customer service is at the heart of any great guest experience and, as Julio de Carvalho, General Manager of The Headland Hotel in Torquay, explains, can directly impact the kind of feedback that you will receive. “I believe that by doing your best while the guest is staying with you, prior to check-out, will determine what type of review you are going to get,” he says. “I know that if I invest nothing with my guest, I can expect them to feel the same about me. So we try our utmost best to engage with our guest and make a friend for life.” Lauren of Lanzerac Hotel agrees, and to her and her team, doing the utmost involves a balance of intuitive service – “looking for unexpected surprises and delightful moments” — and “a back to the basics service culture”. After your guest leaves, find out how you can do better next time and for the next guest “We genuinely care about our guests and that is reflected from their first encounter with us to their last. Their opinions matter to us and they know that. So they don’t feel that leaving feedback is a useless activity.” — Jana Jones, Portmeirion Hotel Getting feedback from guests is essential for any property. It can show you where your experiences are hitting the mark and exceeding expectations, and where they’re falling short. But finding the balance between encouraging guests to tell you about their stays and inundating them with requests for feedback is just as important. As Jeanine Erasmus, General Manager of Simonzicht Guest House, explains, “it is important to make guests feel comfortable to share their comments during their stay.”     So how do properties walk this fine line? For Jana Jones, Head of Marketing for Portmeirion Hotel, it’s about providing guests with every opportunity to give their feedback, but without forcing it. “We ask people to leave feedback in the way that suits them best. We offer a variety of feedback options and we allow guests to leave feedback in their own time, when it is convenient for them to do so,” she explains. For Abigail Meade, Front of House for Careys Manor Hotel, it’s essential to get feedback from their guests before they leave, ensuring that any hiccups in their guests’ stays can be resolved before they result in a negative experience. “We strive to capture any grievances in-house and make suitable service recovery attempts to counteract disappointment,” she explains. “We also encourage our reception team to ask questions at check-out in relation to the various different aspects of the guest experience.” And Jeanine of Simonzicht agrees. “When you do receive feedback, it is so important to action on it right away before they depart (if you can). Changing any negative experience around while they are staying with you, is vital — so that by the time our automatic GuestRevu feedback survey goes out to them, you would have managed to restore a more positive response rather than only then hearing about the negative issues that happened during their stay” Finally, Abigail of Careys Manor Hotel has found that GuestRevu’s TripAdvisor Platinum Partnership has greatly helped her efforts in encouraging guests to leave reviews. “Have your TripAdvisor link turned on,” she explains, “as this has been hugely beneficial for us and has significantly enhanced the number of reviews that we receive.” Once your guests have given you feedback… Respond to it promptly     One of the most valuable opportunities for any property is the chance to become an active participant in your online reputation. Responding to reviews across social platforms, online travel agencies and review sites allows you to show your guests how much you value their opinions, and shows future guests how important your guest experiences are to you. As Julio of The Headland Hotel explains, “responding to customer reviews, especially the negative ones, is an essential step in building trust and good will, so that we can create repeat business for our hotels.” “A very important part of our day is to at least end the day with a 100% response to all negative reviews,” he continues, “as this has a massive impact on our ratings. Then focus on completing as much of the positives ones as you can, before the day’s end.”     Abigail of Careys Manor Hotel agrees that negative reviews in particular should be resolved as quickly as possible. “We respond to negative surveys within 24 hours, preferably contacting guests via telephone to form a better relationship.” This personal approach is one the Julio of The Headland Hotel takes as well, referring to it as an opportunity to “make a friend”. “One of the best ways I have found to deal with negative reviews is to take it offline and call the guest personally,” he explains. “This way you are not having to explain your short comings online, but rather discussing the point in person. And I have found that half the time when you do have the chance to get them back to discuss the issues of their stay we end up talking about each other and not even about the problem, all they wanted was to be heard and know that we care about them.” Look for trends and actionable insights “Monitoring what people say about our business is the critical first step to creating a cycle that delivers more positive reviews, higher overall ratings and rankings and, ultimately, more business.” — Julio de Carvalho, The Headland Hotel Getting feedback is not only wonderful for social proof, for your online reputation, for highlighting the areas of your stay that you are exceeding expectations in, but it can also provide valuable insights into your operations, indicating trends in your guest journey, experience and overall satisfaction. As Vicky and Chris Saynor, owners of Bethnal & Bec explain, “where constructive criticism is passed on, we accept it with humility & look at where we can action changes to ensure that we are meeting the needs of our guests.” And they are hardly alone in this stance. “We analyse the qualitative and quantitative data on a regular basis,” says Careys Manor Hotel’s Abigail, “and make attempts to improve any trending or common areas of disappointment.” “The analytics and competitor benchmarking are great reports available via the GuestRevu platform,” Sophie Shotton of Yorebridge House points out, “and we regularly use these to compare our results over time, reward staff and incentivise them to perform the following month.” Motivate your team     It’s well known that happy staff make for happy guests, and sharing feedback with your teams can go a long way to showing them how their hard work has an immediate impact on the guest experience that you are able to provide. As Sophie of Yorebridge House explains, “it is great that our staff have access to our feedback to continuously strive for excellence in customer service – this gives them a real sense of ownership for their department and the overall hotel rating too.” “We share positive feedback with team members on a very regular basis,” Abigail of Careys Manor Hotel agrees, “to boost morale and motivate employees.” And Maryke of Banhoek Lodge adds that “it definitely takes a great team to reach this, and we have been blessed with a group of hard working, ambitious and loving staff.”  

RMS Introduces New Solution to Make Property Management Easier for Hoteliers

by
RMS
1 week ago

[San Diego, CA - September 3, 2019] - RMS - The Hospitality Cloud, a leading provider of all-in-one, cloud-based hospitality solutions, today revealed RMS Prime, a streamlined version of its property management software for hotels. RMS Prime will enable more independent, boutique hotels to be able to take advantage of RMS’ innovative technology by shortening the initial onboarding process for single properties, and simplifying their daily operations. “The development of RMS Prime supports our goal of providing industry-leading property management software that will work for any hotel, regardless of size and complexity,” said Todd Sabo, President of RMS North America. “We continue to listen to clients’ feedback and have come up with a simplified offering to meet their needs.” RMS Prime alleviates the time and effort hoteliers must spend on property management and allows them to focus instead on their guests’ experience. RMS Prime consists of the basic features and functionality of RMS’ existing PMS - an online booking engine, rate management, point of sale, guest correspondence, accounting, and reporting - with additional setup support to ensure client success in utilizing the software. “Our property management systems are robust and highly configurable, but not every property needs or wants that level of customization,” added Sabo. “RMS Prime reinforces our commitment to software as a service that truly makes hoteliers’ lives easier.”

SiteMinder partners with HotelSwaps, enables boutique and luxury hotels to trade unsold inventory

by
SiteMinder
1 week ago

SiteMinder, the global hotel industry’s leading guest acquisition platform, has launched a partnership with HotelSwaps, the world’s first hotel room exchange programme for independently-owned and operated boutique and luxury hotels. Under the partnership, hotels that use SiteMinder and meet HotelSwaps’ membership criteria can now trade their unsold rooms with other hotels using HotelCoins®, HotelSwaps’ proprietary reservation system and digital currency. The partnership is an opportunity for hotels to create an alternative value from otherwise unused rooms. By sharing those rooms with the global hotel community, hotels can increase their ancillary revenues during periods of lower occupancy, save on their business travel expenses, and offer attractive incentive programmes to their executive staff.  Preben Vestdam, Co-founder and CEO of HotelSwaps, says, “Hoteliers are doing a great job in optimizing yields and maximizing utilization of their valuable hotel assets, but still billions of room nights stand empty every year in wonderful hotels around the world. HotelSwaps’ technology and HotelCoins© currency allow hoteliers to share such unused capacity within the community of hotel professionals for their mutual benefit.” Adds James Bishop, Senior Director Global Demand Partnerships at SiteMinder, “We are pleased to offer HotelSwaps’ hotel members access to our technology where their entire inventory can be managed within one environment. Never has the influence of the sharing economy on the world been stronger and the threat of new competition for hotels been greater. With this new capability, independent boutique and luxury hotels are empowered to tap into a new, unique driver of occupancy and revenue, and share their perishable assets with like-minded hoteliers to benefit the industry as a whole.” From today, HotelSwaps member hotels can use SiteMinder to maintain their live inventory within the HotelSwaps reservation system and receive reservations in parallel with their other distribution channels. Hotel customers of SiteMinder can connect to HotelSwaps through SiteMinder’s platform, as with any of the 400 other distribution channels that are available within the company’s open ecosystem.   

Hotel App Problem Solved as Crave Interactive Launch AppLess™ Mobile for Instant Access to Guest Services

by
Crave Interactive
1 week ago

London – September 9th 2019. Crave Interactive, the world-leading developer of cloud-based digital guest experience platforms for hotels, today announced the launch of Crave AppLess™ Mobile. The ground-breaking solution allows hotel guests frictionless access to digital guest services on their own devices, without the need to download a mobile App.  Hotel Apps statistically have very low levels of engagement with guests, due to the reluctance of the guest to download an App before accessing services. Recent advances in technology means that all major mobile phone brands now have a QR code reader built into the camera. Crave’s AppLess™ Mobile uses location intelligent QR codes which enable guests to access a variety of services by simply pointing their camera at any code.  The instant and easy access that these codes now provide is leading to an explosion of mobile services that don’t require an App download. Crave is the first major hotel tech company to deploy a guest service solution in this manner.  Crave’s AppLess™ Mobile is specifically designed for guests to gain instant access to the services and information they want, from multiple touch points throughout a resort or property. The flexibility of the Crave system means hotel guests can access their in-room services and room controls, as well as specific services from any resort location. Crave also have integrated easy payment technologies - including Apple Pay and Google Pay - so guests can order and pay for food and drink to be delivered to their location, whether at a bar, a cabana, a meeting room or a casino floor.  Crave AppLess™ is also integrated with the company’s innovative new Video Services Platform, so guests can choose to contact real staff via instant video call and text chat.  “Crave AppLess™ Mobile is the solution the hotel industry has been waiting for. The guests’ own phone is utilized, so services can be deployed easily and at low cost across multiple properties. The end is nigh for grubby paper directories and marketing leaflets within hotel rooms,” explained Gareth Hughes, Crave founder and CEO. “With Crave AppLess™ combined with our video services, the future of great guest experience has arrived.”  Crave AppLess™ Mobile can complement Crave’s successful in-room tablet solution, with a single system delivering content to tablets and guests’ mobile devices. The solution utilizes the latest mobile HTML technology to provide the ultimate in performance and flexibility, powered by the proven and scalable Crave Cloud Digital Guest Service Platform.  “Whilst Crave tablets provide an unparalleled in-room guest experience, Crave AppLess™ can be used by the guest from any location, and is much cheaper and easier to deploy,” commented Hughes. “We see a future where all hotel guests will enjoy compelling digital guest services from the comfort of their own devices. No longer will the downloading of an App be a barrier to great guest service.”  Crave will be showcasing its new technology at the Future Guest Experience 2019 Conference in Las Vegas, Nevada. 

Pace Becomes First RMS to Achieve HTR's Global Customer Support Certification

by
Hotel Tech Report
2 days ago

This week, Pace earned Hotel Tech Report’s Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers earning the Level I certification with strong scores 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.   “In most cases startups think they don't have the time or resources to really focus on customer support and success because product and growth are king.  The smart ones know that taking the time to implement essential tools and processes to help their customers succeed can be a major differentiator and catalyst for success.  While the Pace team continues to rapidly develop their product and grow their install base, in tandem they continue to focus on and invest in new ways to make sure their customers succeed focusing heavily on detailed on-boarding, regular checkin touchpoints and on-demand real time free support.” Hotel Tech Report co-founder Adam Hollander. "Here at Pace, our team is called Customer Success rather than support. This is because we believe that customers should be our partners rather than simply clients and thus, it is important for us that we improve our partners performance in any way we can. The success team's work goes beyond typical support function, by advising and consulting the clients in all revenue matters alongside maximising their success with the Pace App.." - Jens Munch, CEO @ Pace. The below GCSC assessment outlines the verified systems and processes that Pace has in place to educate, train, retain and support customers.   Pace's GCSC Assessment Summary  Rubric Score: 22/34 Certification Level: I Customer Orientation: Customer Minded Recommendation: Recommended Support Team Size: 3 Support Team Leaders: Minna Vaisanen, VP of Customer Success Certification Period: September 9, 2019-September 9, 2020 Support Stack: Intercom, Typeform, Pingdom   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 Pace has in place for clients: Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 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. In-app 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) 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 Pace has in place for clients: 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. 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) Multi-lingual support: Vendor offers support in the languages where they have active clients  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. Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. Responsive to Feedback: Vendor is responsive to customer feedback and has responded to at least 25% of reviews left on Hotel Tech Report.   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 Pace has in place for clients: Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 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. 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. Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service:  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 Pace has in place for clients: Public Feedback Validation: Vendor shows strong client relationships with more than 25 verified client reviews. 4.5* avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 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 technology partners.   For more information please visit: https://partners.hoteltechreport.com/global-support-certification/  

Hapi Unlocks Wider Business Intelligence Ability for the Hospitality Industry Through HotelIQ Partnership

by
Hapi
1 week ago

Orlando, 10 September 2019: Hapi, the first disruptive open data-streaming, integration, and enrichment platform in the hospitality industry has announced a partnership with Intelligent Hospitality to provide hoteliers with unprecedented business intelligence and analytics by making it seamless to connect multiple hotel operating systems to HotelIQ. Intelligent Hospitality joins a community of innovative hospitality technology providers that believe that open and secure exchange of data is critical to a hotel’s success. Hapi enables a cost-effective, easy and quick way to connect to property management systems (PMS) such as Oracle’s Opera. HotelIQ, the world’s leading business intelligence platform in the hospitality industry, provides hoteliers with data-driven tools to optimize revenue and profitability such as dashboards, analytics, reports, and insights. “Our goal at Intelligent Hospitality is to arm our hotel partners with timely and actionable insights and give them the ability to easily leverage data for tactical and strategic planning and decision support,” said Apo Demirtas, Founder and CEO of Intelligent Hospitality. “By combining HotelIQ with Hapi, hotels will be able to open up the flow of data from siloed operational systems into HotelIQ’s analytics platform that will not only eliminate the need for static manual reports but also empower decision-makers with holistic analytical views of their business that weren’t possible before.” The Hapi data streaming platform is based on the most advanced and scalable technologies found in the Apache Kafka solution. Through this proven backbone, multiple layers of encryption, authentication, and governance are added to ensure maximum data security and efficiency for all connections and data flows. To aid hotel companies with PCI compliance, Hapi recently received PCI-DSS Level 2 certification. By providing data enrichment, connection options, scalability, and security, Hapi unleashes the potential for innovation at a low cost. Luis Segredo, CEO of Data Travel, LLC., providers of Hapi, commented: “We are delighted to welcome Intelligent Hospitality to our fast-growing community of hospitality technology partners who believe that, together, we can help the industry move forward through innovation. Through this partnership, Intelligent Hospitality will be able to provide easy and cost-effective access to HotelIQ for hotels around the world at the click of a button.”    About Intelligent Hospitality At Intelligent Hospitality, we’re out to change hotel reporting, analytics, and forecasting & budgeting. We’ve developed HotelIQ Business Intelligence® with a goal to evolve commercial decision-making in the hotel industry. Built by hoteliers for hoteliers and specifically designed to support Sales, Marketing, Revenue Management & Distribution, HotelIQ is a one-of-a-kind and world’s leading business intelligence platform for hotels, hotel management companies, brands, real estate investors and anyone else vested in the performance of hotel assets.  HotelIQ has won the Top Hotel BI Software award years in a row and is acknowledged as a standout software partner in JP Morgan 2018 CIO Survey. Intelligent Hospitality’s locations are Atlanta, Toronto, and Singapore.

TrustYou Achieves Level III Global Support Certification

by
Hotel Tech Report
1 week ago

This week, TrustYou earned Hotel Tech Report’s Level III Global Customer Support Certification (GCSC) for its extraordinary investments into tools, processes and strategies to ensure the ongoing success of its customers earning the Level III certification with strong scores 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.   “Each company has their own unique perspective on customer support.  While TrustYou checks all the boxes when it comes to traditional support and issue followup, where TrustYou's support really shines is in its relentless focus on product adoption and usage.  The team has built deeply embedded resources that are always a click away for clients to learn how to use features better and expand their product knowledge allowing hoteliers to not only continue to get better results out of the product over time, but to do so on their own time,” Hotel Tech Report co-founder Adam Hollander. "We are a team of feedback experts, and we aim to provide consultative support to our customers. Our focus is to make sure our product fits with the needs of a hotelier, and support plays a large part in that function.." - Benjamin Jost - Co-Founder & CEO The below GCSC assessment outlines the verified systems and processes that TrustYou has in place to educate, train, retain and support customers.   TrustYou's GCSC Assessment Summary  Rubric Score: 27/34 Certification Level: III Customer Orientation: Customer Centric Recommendation: Highly Recommended Support Team Size: 18 Support Team Leaders: Katiane Di Schiavi, Director of Client Success Certification Period: September 3, 2019-September 3, 2020 Support Stack: Zendesk, Jira, Confluence, Userlane, GotoWebinar   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 TrustYou has in place for clients: Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 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. In-app 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) 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 TrustYou has in place for clients: 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. 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) Multi-lingual support: Vendor offers support in the languages where they have active clients (English, French, Dutch, Spanish, Italian, German, Bulgarian, Russian, Czech, Belorusian, Xhosa, Swedish, Norwegian, Slovak, Portuguese, Chinese, Romanian, Taiwanese)  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. Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 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.   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 TrustYou has in place for clients: Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 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. 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. Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service:  Customer conference: Vendor produces an in-person or online user conference to build a community, share product updates and educate users on best practices. 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 TrustYou has in place for clients: Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 100 verified client reviews. 4.5* avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews. 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 technology partners.   For more information please visit: https://partners.hoteltechreport.com/global-support-certification/