Revinate, the global leader in guest data management and intelligence, today announced that O’Callaghan Collection has selected Revinate to power its guest experience and marketing programs across its portfolio of luxury hotels in Dublin and Gibraltar. The family-owned hotel collection selected Revinate as part of the company’s strategy to modernize, which included extensively refurbishing and redesigning both the hotels themselves and the systems that power the hotels. Tanya Hadwick, Commercial Director at O’Callaghan Collection says, “As part of our physical and digital transformation, we wanted to upgrade and consolidate our technology systems and data onto one modern platform. We looked at a lot of solutions, including the ones we had in place, and Revinate’s platform was far better than any other platform we saw." With a small marketing team, it was important for O’Callaghan Collection that the solution be easy to use, modern and offer significant automation features, allowing the team to do more with less effort than before. With Revinate, O’Callaghan Collection will be able to improve the health of their guest data and do more segmentation and personalization, which will help them have better digital conversations and deliver superior guest experiences. Mark Heyneker, Revinate’s co-founder and CEO says, “I am thrilled to welcome the O'Callaghan Collection to the Revinate family. This group truly understands the power of using guest data to improve engagement, both on and off property. I can’t wait to see how they innovate and drive revenue with Revinate.”
The latest edition of Duetto’s Pulse Report, which tracks key hotel business metrics from August 24 - September 6, shows significant increases in performance for the hotel markets of North America, boosted by the Labor Day holiday weekend. This is the first true boost to hotel performance since the COVID-19 pandemic took hold and is a breath of fresh air for what have been highly restricted markets, which will continue to wax and wane in the months ahead. “People's determination to travel is resilient. Our data shows us, from hotels across the nation, people are willing to spend longer hours in the car than ever before to arrive at a destination of leisure,” said David Woolenberg, CEO of Duetto. “One surprise over the holiday weekend was an increase in travel across the great state of Tennessee. While bookings in Nashville were down, people were enjoying the rest of the state. It’s a great example of people opting for more remote locations, as opposed to urban.” Overall trends in North American hotel bookings over Labor Day, in comparison with the prior 14 weeks, show: Traditional drive-to markets saw positive increases in new bookings as well as an increase in demand, which indicates our drive radius has increased in search of leisure. For example, Colorado saw a 432% increase; Tennessee (if you take out Nashville) a 439% increase; Louisiana a 590% increase; Nevada a 272% increase; California increased 283%; and Florida increased 189%. Remote and rural locations are often being favored over urban destinations. (Colorado, Tennessee, Nevada) Travelers are willing to drive further distances in lieu of air travel. (Louisiana, California) New York City saw its largest uptick in net new bookings, up 318%, over the prior 14 weeks. Although well below 2019 numbers, these numbers show a positive response to some restrictions lifting and lowered COVID rates. Again, remote and rural locations fared very well over the Labor Day weekend, some with bookings rivaling or surpassing 2019. One innovative hotel brand and Duetto customer specializing in luxury airstream experiences, AutoCamp, saw bookings up 37% from Labor Day 2019 at its Yosemite property. "We’re so grateful to provide an option for those looking to get away in these unprecedented times,” said Vinny Cuneo, Head of Sales and Revenue of AutoCamp. Each of our Airstream Suites is perfectly set up for self-isolation complete with custom-designed fire pits, and private decks.”
To create instant and ongoing communication between hoteliers and travelers, as well as internal staff operations, Maestro PMS, the leader in cloud and on-premise property-management system solutions for independent hotels and luxury resorts, conference centers, vacation rentals, and multi-property groups, has partnered with Fetch to provide a digital hub to enhance guest engagement, communication, and operations. Using Fetch, hoteliers will have another third-party option to access everything they need to embrace contactless, digital guest interactions while maintaining a consistent, high-quality experience. “The guest experience is evolving, and communication will continue to advance once COVID subsides,” said Warren Dehan, Maestro president. “Through the Maestro suite of products we offer a collection of contact free and guest engagement tools, and we are delighted to integrate with Fetch to expand the offerings to hoteliers giving them ability to engage with customers 24/7 throughout their entire journey ― before, during, and after the stay. Fetch app enables hoteliers to capture every engagement opportunity through 24/7 guest outreach and improved analytics, while also streamlining communications between property staff. Using email and/or SMS, we are digitally linking guests to staff and meeting their every need without physical contact.” Over the last few years, contactless check in and check out have been gaining momentum as guests continue to choose to skip the front desk. Since COVID’s appearance, the technology has become so important it can sway guest bookings. Communicating with these guests can be a challenge, but Fetch makes it simple. The solution enables hotels to interact with guests using digital avenues, such as email or SMS/text messaging. For example, guests booking at a property powered by Fetch are sent messages at strategic times urging them to provide feedback after booking a stay, checking into their room, or upon check out, for example. By reaching out when guests are most likely checking their personal devices, Fetch increases the chances of a response from guests, keeping them in closer contact with hotel operators and maintaining consistency. Fetch also equips hotels with a full guest-engagement suite capable of organizing and sending surveys, collecting and presenting guest analytics, two-way messaging, and a 24/7 chat concierge linked directly to staff members. Through this suite of tools, Fetch is designed to help hoteliers find opportunities to improve the guest experience or attract more guests through proactive surveys and two-way messaging. Fetch can also provide real-time alerts and a full analytics suite capable of providing actionable data on guest satisfaction, hotel performance, and current trends. “Our goal was to create a one-stop-shop for communication between hoteliers and guests, and also within a hotel’s team,” said Russell Silver, founder and CEO of Fetch. “We were looking for inefficient processes, such as manually generated shift reports, and built them right into Fetch as features hoteliers can schedule to generate automatically. We wanted to give operators a way to improve communication and operations in an efficient, service-oriented manner.” “Through this integration partnership with Maestro, Fetch will have the opportunity to work with the more than 800 hotels integrated with Maestro PMS, and improve communication across the industry while preserving the key service elements that make hospitality so special,” he said. “We have a mission to put everything hotels need to stay in contact with guests and employees in one place, and Maestro is helping us deliver.” In addition to helping hotels maintain social distancing between team members and guests, Fetch is designed to help hotels obtain crucial guest data about their stay. If hotels can receive complaints and react to them fast enough, hotel operators can alter or remove a potentially negative online review before it is posted. Toronto’s Town Inn is one of the first properties to benefit from the Maestro/Fetch integration. The property’s Director of Revenue and Sales Daniel Seifer said integrating Fetch into his property’s existing Maestro PMS was seamless. Using both systems, Seifer said his extended-stay hotel can maintain contact with guests and employees, keeping them updated about the status of the property. He also said that in some cases the digital aspect of guest communication has allowed for greater insight into how to improve his property. “In many cases, we find some guests can be reluctant to address certain issues over the phone, or at the front desk,” Seifer said. “When prompted to provide responses over email, however, we received a lot of good, useful feedback we could apply to our property. People are sometimes more open if they aren’t speaking directly to someone. Ultimately, it’s fine with us, we want to make sure our guests are happy, and Fetch helps us find ways to improve.” About Fetch Feedback Inc. Fetch is the leading digital engagement platform for hotels on 4 continents. Everything a hotel needs to make sure their guests have a great stay, and their staff are empowered to exceed expectations on every case. Your surveys, case management, messaging, real-time alerts, and analytics all in one place to ensure seamless and efficient operations. The same amazing capabilities for every opportunity–proactive and reactive. About Town Inn Suites Experience incredible convenience coupled with residential comfort and notable value at Town Inn Suites. Our newly-renovated, all-suites hotel offers an exceptional location in Downtown Toronto, ideal for travelers of business and leisure to the city, along with modern amenities perfect for extended stays. All of our suites offer plenty of space with fully equipped kitchens and expansive living areas. Town Inn Suites provides a boutique hotel experience to provide a home away from home feel while being close to all the best things to do in Toronto! The Maestro Property Management System delivers flexible and scalable deployment options with an identical full-featured web browser or windows solution available hosted in the cloud or on premise to offer the best of both worlds. Maestro’s hotel management software applications and services centralize operations and provide personalized and touchless mobile guest service tools to enhance the guest experience while also supporting a safer stay. In addition to implementing Maestro’s flexible PMS platform and multiple modules, the resort will also use Maestro’s Condo Owner Management to offer owners secure online access to their statements, reservation activity, and to book their own units.
Maestro PMS Says the Future of ‘Virtual Events’ Is Bright With BITAC Ongoing and CYBER HITEC on Deck15 hours ago
If you were planning on attending a hospitality event in 2020, chances are high that it was cancelled due to the ongoing pandemic. While this disruption in show business has been devastating to event planners and convention facilities, the advent of virtual events is quickly proving to be a lucrative alternative for everyone involved. The recent BITAC® Independent Connect® Virtual 2020, produced online Sept. 1 by Hotel Interactive, is receiving rave reviews. Maestro PMS, the leader in cloud and on-premise property-management system solutions for independent hotels and luxury resorts, conference centers, vacation rentals, and multi-property groups, participated in the inaugural affair and was impressed with the number of connections made among managers and executive-level decision makers. If the success of this virtual event is any indication of things to come, Maestro Vice President Audrey MacRae said she can’t wait to participate in future online conferences and tradeshows, such as CYBER HITEC, scheduled to be LIVE, October 27 to 29, and on demand October 27 to November 29. “Initially we were hesitant to try a virtual event, but based on the reputation of the BITAC Independent Virtual 2020 organizers, our relationship with the same, and the value proposition from past events we attended, we gave it a try — and we are so glad we did,” MacRae said. “Although it was Hotel Interactive’s first virtual event, it was extremely well organized and provided a good opportunity for one on one conversations in a live meeting setting with key decision makers. We will definitely be participating in more virtual BITACs.” Now that Maestro has had a successful experience engaging with online buyers interested in learning more the company’s many PMS models, MacRae said she is especially eager for CYBER HITEC, the world’s largest hospitality technology conference that will feature sessions led by industry peers and experts, and an unparalleled expo showcasing the latest industry products and services from hundreds of companies. “The hospitality industry needs to keep abreast of technology more than ever, and events like the BITAC Virtual Series and CYBER HITEC will bring all of the top tier vendors to one central place for the market to peruse and evaluate more effectively as they enter their opening seasons and consider new ways to satisfy guests,” she said. “These forums are ideal for identifying strong, flexible vendor partners such as Maestro that offer the latest innovations, provide free upgrades, support investment protection, and deliver a host of PMS deployment options to satisfy the diverse needs of operators. With such demand among travelers for contactless technologies today, these online events are critical and they are making it possible for us to bring our personalized and touchless mobile guest service tools to the market and showcase how operators can enhance the guest experience and deliver a safer stay. “Hoteliers are a tenacious group and combining technology with hospitality to improve the guest experience (or tradeshow) is a testament to the tenacity and strength of our industry during these challenging times,” MacRae said. “It’s exciting to see. While there is nothing that can compare to an in-person event — they will not be replaced ― we must adjust to this temporary ‘new normal’ for now and forge ahead together.” Future Virtual BITAC events include BITAC® Casino Connect® Virtual 2020 held today; BITAC® Symposium Connect® Virtual 2020 will be held Oct. 6; and BITAC® Operations Connect® Virtual 2020 will be held Oct. 13. CYBER HITEC Sneak Peek Safety and security are top of mind for hotel operators and vendors alike as they strive to protect their staff amidst today’s challenging and ever-changing travel landscape. At CYBER HITEC, MacRae said Maestro will be showcasing solutions that place safety at the core of hotel operations, via: A curbside check-in tool utilizing mobile tablet devices to streamline registration while properly socially distancing staff from guests, and guests from each other. Integration to web/mobile/kiosk/iPad self check-in with mobile key, express mobile check-out, electronic reg card with signature capture, mobile spa provider schedule, mobile intake and waiver forms, and eSignature document management to limit staff interaction with guests and remove high-touch physical documents. A mobile housekeeping app that protects staff by controlling the availability of rooms and setting a 48-hour time gap between the time a guest departs and the next guest arrives. POS integration enabling new, customizable, mobile tableside ordering and payment platform to extend social distancing procedures to dining areas. Restaurant patrons can scan a QR code at the table to upload a digital menu, order meals, split the check, add a tip, and pay via their personal mobile devices or post charges directly to the hotel room. A Guest Engagement Measurement (GEM) tool that provides seamless, real-time integration with instant access to relevant guest feedback, intelligence and insights to encourage operational excellence, meaningful differentiation, and a sustainable competitive advantage. A workorder management module that supports the operational activities of the teams responsible for maintenance and repair yet limits staff exposure by scheduling repairs at times that are optimal for social distancing. “Shows like BITAC Virtual 2020 and CYBER HITEC are designed to help hoteliers and vendors connect globally around topics of interest that will help them reopen their hotels more successfully and meet the changing demands of travelers,” MacRae said. “These events will facilitate networking through virtual booths, live webinars and chatrooms to simulate the traditional conference or tradeshow experience. We are excited that our first virtual experience was so positive, and we look forward to connecting online with our customers and peers in the weeks and months ahead.”
Mandarin Oriental, Santiago Adopts Advanced Security and Convenience Enhancing Technology by ASSA ABLOY Global Solutions2 days ago
ASSA ABLOY Global Solutions has successfully implemented a wide range of advanced security access platforms at Mandarin Oriental, Santiago. Located in Chile and recognized as one of South America’s most luxurious hotels, Mandarin Oriental, Santiago’s decision to implement VingCard Signature RFID locks alongside VingCard elevator controllers, panic bars and Elsafe Sentinel advance safes ensures that guests and their belongings are fully protected with the latest security standards while maintaining a seamless and hassle-free hotel environment. With the additional implementation of Polarbar minibars, guests staying at the property can further experience enhanced convenience with a range of F&B options now instantly available in each guestroom. With the implementing of VingCard Signature RFID on the property’s 310 guestroom doors as well as for several doors within public areas, Mandarin Oriental, Santiago is able to leverage advanced security encryption protocols throughout the premises that protect against the threat of unauthorized keycard cloning. The presence of Signature RFID on both guestroom and common area doors also works to maximize guest and staff convenience by providing the ability to use only one RFID keycard to gain authorized access to multiple onsite locations. This convenience-enhancing ability is further extended to the hotel’s elevators with the adoption of VingCard elevator controllers, allowing individuals to gain hassle-free floor access without the need for additional keycards while further boosting property-wide security with the same advanced encryption abilities as VingCard Signature RFID. To ensure maximum guest and staff safety at all times, Mandarin Oriental, Santiago additionally opted to implement ASSA ABLOY Global Solutions’ panic bar devices to provide those onsite with an instant and secure means of exiting the building during an emergency. With each of the security access solutions integrated with the Visionline access management system, hotel staff are also able to enhance guest safety with the ability to instantly deactivate keycards that are reported lost or are suspected of being stolen. Visionline can further update staff to potential security threats in real-time with the issuing of alerts for issues such as a wandering intruder attempting to use a keycard on multiple doors or when a door has been left ajar. With Visionline’s ability to extend guest stays or reassign guests to new rooms without requiring a front desk visit, Mandarin Oriental, Santiago is further able to maximize guest convenience and provide a seamless hotel stay experience. “Large hotel properties have a wide array of security needs to ensure that the wellbeing of guests is always maintained at the highest standard, but hoteliers also have to make sure that guests are able to interact with an environment that is convenient in order guarantee that their stay is relaxing and enjoyable,” said Claudio Leyton, Director of Engineering at Mandarin Oriental, Santiago. “ASSA ABLOY Global Solutions with its comprehensive line of solutions not only allow us to fully deliver on these complex expectations, but also provide us with the ability to continue meeting changing market needs and guest expectations as they evolve.” With the implementing of VingCard Signature RFID, Mandarin Oriental, Santiago is able to instantly upgrade to provide Mobile Access functionality without the need to replace any existing hardware. With Mobile Access, guests can instantly use personal devices to check-in digitally and can sidestep the need to visit the front desk where they may potentially be exposed to germs from other individuals. The solution significantly also provides guests with the ability to instantly use their devices as a convenient and secure digital guestroom key while also reducing contact with shared surfaces. Also compatible with VingCard controllers and elevator controllers, the advantages of Mobile Access can be expanded throughout a hotel’s entire premises to provide more convenient and safer access to a range of areas such as swimming pools, fitness centers, parking garages, building entrances and any more. By also implementing Elsafe Sentinel Advance safes, Mandarin Oriental, Santiago can extend feelings of safety to valuable guest belongings using the latest in encryption technology and safe physical strength design. Elsafe Sentinel safes are UL-1037 certified to withstand multiple types of break-in attempts and excessive force. Advanced anti-tamper labyrinth protocols further protect the safe and any contents stored within from those attempting to manipulate the system. With the installing of Polarbar minibars, each of the property’s guestrooms can further be furnished with food items and beverages to suit any guest in-room need. Polarbar minibars are engineered using absorption cooling technology and are designed to operate with minimal noise to prevent any lapse in guest comfort. Other standard features include a lock and interior LED light along with a stocking capacity of up to 38 facings.
IDeaS and Cenium Partnership Delivers Modern Technology Platform for Total Hotel Revenue Optimization3 days ago
IDeaS and Cenium announced today a product integration that enables guest data from Cenium's property management system (PMS) to automatically flow into IDeaS revenue management solutions. This partnership allows hotels and resorts to optimize revenue, gain control of the entire guest journey and make staff processes more efficient. Cenium seamlessly integrates with IDeaS to provide a real-time transfer of reservations and group transactional data by room type. IDeaS will automatically transfer pricing and minimum length-of-stay controls to Cenium, eliminating manual processes and increasing operational effectiveness while maximizing profitability. Eases selling strategies – Easy upsell and cross-sell of innovative lodging solutions, conferences, meeting rooms and activities for one location or multi-property. Total revenue optimization – Cenium integrates PMS, sales and catering, as well as activities, tickets and rentals, hence the combined solution covers all revenue streams at any complex resort, at a single location or across multiple properties. Highly configurable – This fully configurable solution delivers flexible pricing, products and packages through an intuitive user interface. It can be tailored around specific guest categories, customers or groups and easily integrates with the finance system to provide hoteliers full financial control. Michael Ramm Ostgaard, CEO, Cenium AS, said: “We are truly excited to partner with IDeaS, enabling further revenue optimization and operational effectiveness for our customers. Hospitality is all about partnerships. We at Cenium want to partner with the best and most relevant solution providers in the industry, so joining forces with the best revenue management provider is a great milestone for us.” Dr. Ravi Mehrotra, president, founder and chief scientist, IDeaS, said: “We value technology partnerships and look to ensure our clients gain key benefits through our combined efforts to provide a modern technology platform. With this integration, we are able to increase a hotel’s operational effectiveness and maximize revenue performance.” ABOUT CENIUM Cenium is a hospitality tech company owned by the Strawberry Group, which also owns the Nordic Choice Hotels. Cenium provides a complete and versatile hospitality solution, covering PMS, sales & catering as well as activities, ticketing and rentals. This enables simple and versatile hospitality experience for guests and staff.
Elite Hotels of Sweden, one of the country’s largest privately-owned hotel businesses, is rolling out Oaky to its 39 hotels across Sweden. Known for its beautifully restored historical properties and its dedication to environmental sustainability, Elite Hotels will use Oaky to further complement the well-rounded stay experience it offers guests. “At Elite Hotels we are always looking for new ways to delight our guests and offer them the most of their experience we possibly can. Seeing the great results and positive response from our guest that Elite Hotel Marina Tower was getting made us want to roll Oaky out to all our properties. We think it’s a great add-on service that both our guests and the hotels benefit from,” David Halldén, CEO at Elite Hotels of Sweden. By pairing hard data and fun, modern guest communication, Oaky helps hotels increase revenue generated from every booking through targeted, personalised offers such as room upsells and cross-sells of ancillary products and services. Since Oaky let’s hotels fully automate this process and enables guests to tailor their stay before their arrival, both guest satisfaction and the hotel’s top line are boosted. Elite Hotel Stockholm Marina Tower in Stockholm was the first Elite Hotels property to adopt Oaky in 2019. This was a way for Elite Hotels to communicate and provide an even better service for their pre coming guests shortly before they arrived. Their results included an increase in sign-ups for the group’s loyalty program, as well as significant additionalroom upgrades and pre booked food and beverage packages. The positive response soon inspired other Elite Hotels to test Oaky and ultimately led to the group implementing the upselling platform at all its hotels, making Elite Hotels the first Scandinavian chain to partner with Oaky on such a large scale. “It’s fantastic to welcome Elite Hotels of Sweden to the Oaky family. For us, this is quite a milestone, since it marks the first such collaboration with a major hotel group in Scandinavia and we love working with the always friendly and ambitious Elite team. Elite Hotels has so much to offer their guests, and we are thrilled to be part of their upselling journey,” Erik Tengen, Co-Founder at Oaky. Following the decision to roll out Oaky group-wide, Elite Hotels has been working closely with Oaky’s customer success team to make the implementation smooth and efficient and ensure the group’s ideas and requirements are considered.
This week, Beonprice earned Hotel Tech Report’s level I 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. “Beonprice has taken a really integrated approach to support where instead of a traditional knowledge base that customers have to search through, relevant content is embedded in a slide out modal throughout the application serving as a useful sidekick for users. Customers can then reach the team within that same view with embedded context meaning their customers, product and support team are always in sync.,” Hotel Tech Report co-founder Adam Hollander. "In Beonprice we do not just want to provide world leading technology to hotels, but offer long term partnership with our customers. We are only happy if our customers are also happy." Ruben Sanchez, CEO @ Beonprice The below GCSC assessment outlines the verified systems and processes that Beonprice has in place to educate, train, retain and support customers. Beonprice's GCSC Assessment Summary Rubric Score: 24/34 Certification Level: I Customer Orientation: Customer Minded Recommendation: Recommended Support Team Size: 10 Support Team Leaders: Neville Isaac - Chief Customer Officer Certification Period: September 7, 2020-September 7, 2021 Support Stack: Odoo, Google Drive, Thinkific 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 Beonprice 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. 3.2 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. 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 Beonprice 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 and Spanish) 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. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 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 Beonprice has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.4 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. 4.6 Learning Management System (LMS): Vendo has a Learning Management System in place that offers videos, guided training and assessments for customers to be able to expand product knowledge in a structured way over time. 4.7 Product certifications: Vendor offers certifications which allow users to have a structured path to becoming a product expert which can be leveraged in their career to strengthen their resume. 4.8 Online community: Vendor offers an online community for customers that allows users to engage with each other as well as targeted content in a contextualized setting to enable self-service discovery and problem solving. 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. 4.10 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 Beonprice has in place for clients: 2.6 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 28 verified client reviews. 4.12 4.9 avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.9/5 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 technology partners. For more information please visit: https://partners.hoteltechreport.com/global-support-certification/
Everyone talks about digitalization – especially in the current crisis, but what is really behind it? Why are some companies worth so much (especially in other industries) and others so little? The big problem of the hotel industry is that the benchmarks are not to be found where one would generally expect them to be. In almost every industry, the leaders with the greatest market penetration are ultimately also the leaders to learn from. For companies in the automotive industry this is, quite clearly, Tesla. A “New Kid on the Blog” that shows the established companies how it’s done. But are the large international hotel groups suitable for copying and learning how to make money with digitalization? Probably not! The only ones in our industry that are suitable for benchmarking are, for many, the biggest enemy images: The OTAs. They show every hotelier how central data management and consistent customer centricity should look like. The secret of these companies is basically relatively simple: they have realized that data is extremely valuable AND that the core element of IT strategy is the central guest profile! Today, data is often referred to as the new oil. But oil is ultimately only the raw material that needs to be refined in order to be able to use it. So how do you turn oil into valuable gasoline? Figuratively speaking: how do you generate knowledge from data? A very central element is that all data sources in the company must be connected. This is a basic rule that data-driven companies must take into account in every decision. The way to get there is a strategic one. Hotels need a leading system that bundles all data sources. But that’s not all, the existing mountains of data must also be cleaned up and a central profile created for each guest. This is the supreme discipline that needs to be discovered. We at dailypoint™ are proud to offer this to our clients. By means of artificial intelligence the interests of the guests can be calculated automatically in the dailypoint™ Profile Engine. All systems must be based on the resulting central guest profile: Customer Relationship Management (CRM), the website, the PMS, the spa system, the housekeeping system, etc. Hotels can only benefit from digitalization if a central guest profile is available everywhere. The reality, however, is that for each guest along the Customer Journey there are about 30 profiles created in different systems. This is, by the way, also a huge problem from a GDPR point of view. Do you ask yourself or your employees how well positioned you actually are? The following five questions should help you to answer this question: 1. How much does your website cost including creation, SEO and SEA per year? How many visitors are you able to identify on your website? How many new marketing profiles have you generated through your online presence in the last year? How many interests were calculated last year? 2. How much does the WiFi cost you per year including hardware, software and bandwidth? How many new marketing profiles have you generated through your WiFi in the last year? How many interests were calculated last year? 3. How many interests have you calculated based on the booking behaviour? 4. How many interests have you calculated based on the questionnaire feedback? 5. How many interests have you automatically calculated based on the newsletter dispatch? 6. What is the leading system that manages the central guest profile? (can’t be the PMS) In my experience, 99.9% of all hotel companies are not doing well in these aspects. This also answers the question why many companies cannot benefit from digitalization. On the positive side, the hotel industry has a lot of data – you just have to know how to use it. As someone said recently: “Others would kill for the data that is available to hotels”. It doesn’t have to go that far, but be honest: Right now is the best time to get it right! With dailypoint™ we offer the leading data management system for a company-wide CRM – for hotel chains as well as individual businesses. The cloud makes it possible that today it is not the budget that determines success, but the willpower and knowledge of the management.
Global PMS platform, RMS Cloud, has announced Zen Valli as the newly appointed Senior Vice President of Sales & Marketing for the UK and EU. Zen brings more than a decade of international hospitality tech experience to RMS Cloud and is an expert in his field, identifying industry challenges and finding solutions for hospitality businesses with innovative PMS technology. He has hands-on experience in operations and revenue management, having worked in esteemed establishments such as Intercontinental Hotels Group and Marriott International. RMS Cloud are keen to accelerate their growth in the UK and European hospitality markets and welcome Zen to the team. “We’re really excited to have Zen onboard,” says Peter Ferris, RMS Cloud’s Director of Global Sales and Marketing. “His thought leadership skills and drive to succeed are fully representative of who we are at RMS Cloud and our vision for the region. “The UK and EU market has been pivotal to advancements in hospitality tech, and with Zen leading the charge, we are keen to help the industry drive that growth. I do not doubt that Zen will prove to be an invaluable asset for RMS, given his background and achievements in the industry.” As senior VP of Sales and Marketing UK, Zen will focus on helping the hotel, apartment and holiday parks industries in the region grow and thrive, empowering more impactful decisions in an ever-challenging climate. “Despite RMS Cloud being a global brand, I'm blown away with the strong customer trust and commitment in these markets, and am excited to expand on the value that we can bring,” says Zen. “RMS Cloud is leading the way in hospitality tech solutions right now, and I love their forward-thinking approach to industry needs, working with hoteliers, apartment providers and holiday park operators to assist with their adapting strategies with post COVID travel through the amazing tech available in the RMS Cloud portfolio. “The agile software offers a wealth of benefits to properties of all sizes, and I’m excited to start sharing this with the industry.”