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Impala’s New Contracting Product, Agile Distribution Strategy and the Future of Travel

by
Hotel Tech Report
4 days ago

Top hospitality innovators have become agile in every facet of their businesses.  Top hotel marketers are diversifying digital spend to ensure the lowest possible cost per acquisition, the best sales reps are becoming less reliant on concentrated corporate business by building strategies to attract diversified pools of small group business, and the best revenue managers are constantly seeking new ways to experiment with their distribution mix to optimize for profitability. In this article, we’re going to focus on a new tool that helps agile revenue managers cut out distribution middlemen and access new demand channels that were previously too expensive and time-consuming to experiment with. We’ll explain how Impala’s new contracting product is empowering forward-thinking commercial leaders to capture new guest segments and take control of their distribution strategies.  The best part? You can list your hotel free today.   Why Hospitality Leaders Should Bring Agile Methodology into Their Commercial Operations Complacency has historically led to the death of once-great tech companies like Xerox and Kodak.  When successful companies like Amazon and Facebook grow, they work hard to retain their original startup mentality and never get comfortable with the status quo. They’re always questioning what they do (and why they do it) and they’re constantly searching for new opportunities or more efficient ways to operate. They test tons of new ideas to quickly cut failed experiments and double down on successful ones. This operational framework is called “agile management.” Iterative or agile life cycles are composed of several iterations or incremental steps towards the completion of a project. Iterative approaches are frequently used in software development projects to promote velocity and adaptability since the benefit of iteration is that you can adjust as you go along rather than following a linear path. One of the aims of an agile or iterative approach is to release benefits throughout the process rather than only at the end. At the core, agile projects should exhibit central values and behaviors of trust, flexibility, empowerment, and collaboration. Impala allows revenue managers to experiment with tons of new channels at very low cost: both financial cost, since you will be in full control of your discounts and commission rates, and time, since Impala eliminates the need for legwork like contracting connectivity setup, and extensive training. With Impala, your hotel can try a variety of new channels that target different guest segments. Eventually, this cycle of creating hypotheses, connecting to new channels, measuring success, and finding takeaways will become a habit and allow your hotel to identify new pockets of demand with zero upfront cost and minimal time invested.   How Impala Enables Commercial Leaders to Implement Agile Methodology There are millions of parties globally who sell hotel rooms but don’t have access to proprietary inventory.  Historically, these kinds of platforms have had two key ways to sell hotel inventory: OTA affiliate networks (e.g. Expedia Affiliate network) and bed banks.  Impala has built a platform that empowers hotels to connect directly with distribution partners. Impala’s platform is designed to provide hoteliers with the ability to decide where (and when) exclusive rates are shown in a scalable but controlled way.  If a hotel wanted to connect with a new supplier like TripFactory or National Park Express before Impala, they’d need to reach out to that supplier and gather information then decide (using limited information) whether the supplier could generate enough demand to warrant an exclusive rate.  The majority of smaller travel websites lack the bandwidth to take calls or emails from individual hotels so it’s almost a non-starter but even assuming they could - it could take weeks or months of back and forth before ever forging a partnership and drafting a contract. These smaller travel websites and apps typically don’t have the capability to build up their own hotel supply so it’s unlikely that a partnership like this could even be created in the first place even if the entire prospecting, negotiation and execution phase went perfectly. In short, it’s nearly impossible for hotels today to strike up direct relationships with smaller more niche distribution partners. Even when they can, it can take weeks or months for a hotel to strike up a new distribution partnership with a niche travel provider. In order to recreate the level of demand generated by Booking or Expedia, a hotel would need to successfully repeat this process hundreds or even thousands of times which is obviously not a commercially viable strategy. This dynamic has put hotels in a position where they cannot be agile and test new distribution channels which has consequently inflated third party commissions on OTAs and created massive rate parity issues due to a multitude of online resellers. With Impala, this whole prospecting, negotiation and execution process is streamlined meaning that a hotel can add new distribution partners like TripFactory and National Parks Express with minimal work and no upfront cost. Travel platforms like TripFactory create proposals with parameters such as commission structure, date availability and discounted rate.  With Impala, hotels can offer unique experiences like room upgrades or welcome cocktails instead of or in addition to discounts. They can select specific hotels within the Impala platform.   Hotels then get notified of new offers from relevant distribution partners in real-time. When they see interesting proposals from distribution platforms, they can then either accept them or propose new terms in just a few clicks. No contracts or even email conversations required.   Agile Leaders Will Thrive in the Next Generation of Travel The growth of global travel over the last century has been staggering. In 1950, 25 million tourists travelled the globe and by 2018 that number exploded to 1.8B. It’s easy to see why the hospitality industry thrived during this period. During this time period cars and planes became mass market products for the developed world making travel more accessible to all. Then, computer technologies like GDS and OTAs unlocked global demand for hotels by making it incredibly easy to find and book rooms. While the industry will continue to see strong growth over the coming century - it’s undeniable that the now enormous travel market has catalyzed increased competition. More competition means that hoteliers of the future will need to be more creative than those of the past in order to run profitable businesses. For hoteliers, sticking to the status quo simply won’t cut it. The hospitality teams that thrive in the future will be those that continually evolve and pivot to outcompete not only the hotel down the street, but also vacation rentals and any other disruptor, by strengthening their position within the distribution power curve. We can also expect that global travel behavior will continue to evolve and shift rapidly. What happens to hotels that are heavily dependent on international travel when it’s shut down? How do hotels react when autonomous cars enable guests to drive further distances to visit their properties? What strategies will be deployed to attract a new generation of remote workers?  Demand as a whole is growing but the nature of that demand is changing so quickly that hoteliers will need to be extremely agile in order to benefit from that growth. Impala’s vision is to disrupt legacy systems with a paradigm-shifting concept that removes the need for legacy infrastructure altogether and hotels globally are signing up to take part in the next generation of travel. Want to try Impala for free? List your hotel   This content was created collaboratively by Impala and Hotel Tech Report.

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The Ultimate Guide to Hospitality Technology (2021)

by
Hotel Tech Report
6 days ago

Did you know the average small business uses 40 different software applications, and the average hotel uses around 20? In an ideal world, every system in your hotel’s tech stack would help you automate tasks, reduce costs, grow revenue, and deliver a five-star guest experience. But we understand that getting up-to-date on the myriad of technology solutions available to hotels can be daunting! Where do you even start? In this article, we’ll introduce you to each piece of the hotel technology landscape, from revenue management to reputation management and everything in between. Drawing on insights from over 10,000 hotel software reviews written by hoteliers across the globe, this article will also highlight some top software vendors in each category. For more detailed testimonials and additional software choices, you’ll want to click over to the full list of vendors. Let’s dive in!     9 Hotel Operations Software Tools that Drive Efficiency This category of software includes the most essential technology for hotel operations: checking guests in, reconciling accounts, handling payroll, and getting feedback from guests. Your hotel’s size and complexity will determine which systems you need; small, limited-service hotels might be fine with a PMS and a payment processor, but a large resort could benefit from each category of software. 1. Property management systems (PMS): The PMS is the central hub for hotel operations. In this system, staff can check guests in and out, create and manage reservations, pull financial reports, manage guest profiles, and more. According to user reviews and analysis of system functionality, the top PMSs are Cloudbeds, Clock, and HotelTime, though there are over a hundred more great systems on the market. 2. Staff collaboration tools: Hotel staff are scattered across different floors, buildings, and shifts, so a communication platform is necessary to keep everyone on the same page. Systems like hotelkit, Monscierge, and ALICE can replace analog methods like walkie-talkies and logbooks, plus they can track tasks, reduce manual errors, and increase efficiency. 3. Housekeeping and engineering software: These tools digitize the operations of your housekeeping and maintenance departments, with the ability to automate task assignment, monitor real-time status of rooms or issues, and track task completion. Top software in this category includes hotelkit, Flexkeeping, and ALICE. 4. Guest feedback and surveys: Do away with the paper comment cards and give guests a digital platform to voice their feedback, such as GuestRevu, TrustYou, or Revinate. Not only are these tech solutions easy for guests to use, but they also allow hoteliers to customize, automate, and analyze guest comments and complaints. 5. Accounting and reporting: If your hotel accepts payments from guests and issues payments to employees and vendors, then you’ll benefit from an accounting and reporting system like myDigitalOffice, M3, or Omniboost. A modern accounting system reveals opportunities to reduce costs and maximize revenue, plus makes your accounting team more efficient with automated reports and integrations with other on-site software. 6. Payments Processing: Most guests prefer to pay for their reservations with credit cards, but a payment processing system is necessary to get the funds from the guest’s card into your hotel’s bank account. Payment processors like Profitroom, Mews Payments, and Adyen charge a small processing fee, but they make getting paid as seamless as possible. 7. Labor management: Hotels have dozens, if not hundreds, of employees, so scheduling is no easy task. Software such as Hotel Effectiveness’ PerfectLabor™, M3, and UniFocus include forecasting, insight into labor costs, and integrations with payroll and timekeeping systems.  8. Meetings and events: Whether your hotel has one private dining room or several floors of ballrooms and breakout spaces, meetings and events software can support every step of the sales and planning process - and the event itself. Highly rated meetings and events software includes Proposales, Event Temple, and Blockbuster by Duetto. 9. F&B and point-of-sale systems: The pandemic accelerated demand for features like contactless menus and online ordering, so there has been a huge wave of innovation in the F&B software space. Vendors like RoomOrders, Bbot, and Oracle’s MICROS can help restaurants modernize their operations, cut costs, reduce reliance on delivery platforms, and strengthen relationships with customers.   7 Revenue Management Tech Systems that Improve Yield Strategy The goal of revenue management is to sell the right room to the right guest at the right price, and revenue managers leverage a variety of software to achieve their RevPAR goals. 1. Revenue management systems (RMS): The secret weapon of any revenue manager is the RMS; this system analyzes historical data, market supply and demand, and forecasts to recommend the rates most likely to maximize revenue and profitability. You might also hear revenue management software like IDeaS, Duetto’s Gamechanger, or Atomize referred to as “yield management systems” or “pricing engines.” 2. Channel managers: A channel manager is the link between a hotel’s property management system and distribution channels like Booking.com, Expedia, and the GDS. Channel managers such as SiteMinder, Cloudbeds’ myallocator, and D-EDGE’s Smart Channel Manager allow hoteliers to make changes in one system, their PMS, rather than managing rates on each channel individually. 3. Central reservation systems (CRS): Larger hotels or hotels that are part of a chain or group might use a CRS to centralize all bookings, whether they’re made by call center staff, the hotel’s own website, or a third-party channel. The CRS will then send reservations to the PMS for room assignments. Popular CRSs include Pegasus, Windsurfer, and GuestCentric CRS. 4. Rate shopping and market intelligence: A key to revenue management success is selling competitive rates, but how do you know what your competitors are selling? Rate shopping tools, like OTA Insight, Siteminder Insights, and D-EDGE RateScreener, do the heavy lifting for you and present competitor rates and market forecasts in user-friendly dashboards and reports. 5. Parity management: OTAs ask hotels to provide rate parity, meaning selling the same rate across all channels, and, as a hotelier, you don’t want OTAs to sell cheaper rates than your hotel’s website. Parity management tools, like OTA Insight, FornovaDI, and Triptease give hoteliers access to dashboards that monitor rates across all channels in real-time. 6. Business intelligence: Revenue managers love data, but sometimes all that data is too much for Excel to handle. Business intelligence tools offer better solutions for slicing, dicing, and visualising data through dashboards and reports suitable for studying historical performance or predicting the future. Top BI applications include OTA Insight, Scoreboard by Duetto, and ProfitSage. 7. Upselling Software: Driving incremental revenue per guest is possible with upselling tools that automate the entire process - and use profile data and historical trends to serve the most compelling, personalized offers to each guest, like room upgrades or F&B items. Tools like Oaky, EasyWay Smart Upselling, and GuestJoy also enable hoteliers to start the upselling process before the guest arrives on property.   9 Guest Experience Platforms to Improve Satisfaction Scores How do you create a five-star guest experience in the digital age? A plethora of systems exist to delight guests, from contactless check-in solutions to modern in-room entertainment. 1. Guest messaging: Messaging platforms allow hotels to communicate with guests via their preferred platform: text messaging, email, or even apps like WhatsApp and Facebook Messenger. Top-rated systems like Monscierge, Whistle, and EasyWay support automated messaging and one central dashboard where staff can respond. 2. Keyless entry: Keyless entry software enables a guest to unlock their room or other secure areas like gyms or pools with a wave of their smartphone. Systems like Mobile Access by ASSA ABLOY, FLEXIPASS, and Openkey.co offer integrations with PMSs for a seamless arrival experience. 3. Guest apps: Digitize your in-room directory with a hotel app like ALICE, INTELITY, or Duve. These downloadable apps put everything guests need to know at their fingertips, from contact info and directions to room service menus and local recommendations.  4. Contactless check-in: In the wake of the pandemic, guests prefer a contactless arrival process, and software like EasyWay, Canary, and Duve make it easy for hotels to pivot to a fully digital check-in. Functionality includes ID scanning, digital registration cards, upselling, payment processing, and arrival time coordination. 5. In-room tablets: Just like the smartphone replaced our digital cameras and rolodexes, an in-room tablet can replace your rooms’ telephones, directories, room service menus, TV remotes, thermostats, and more. Tablet providers like SuitePad, Crave Interactive, and INTELITY are even proven to increase guest satisfaction and revenue. 6. Energy management: These systems have two goals: decrease your hotel’s energy costs and reduce your hotel’s environmental impact. Vendors like Verdant Energy Management Solutions, Telkonet, and EcoStruxure are designed with hotels in mind and seek to not only decrease costs, but also enhance the guest experience. 7. Guest room entertainment: Today’s guests want more than local cable channels on their guestroom TVs; systems like Monscierge ZAFIRO IPTV, and Sonifi provide interactive content and entertainment for all types of hotels, plus additional marketing and engagement opportunities you couldn’t get with traditional TV. 8. Mobile ordering/F&B: Bbot, RoomOrders, SABA F&B Ordering, and other systems provide an essential piece of technology for hotels and restaurants: mobile ordering. With this software, guests and customers can access menus, place orders, and pay from their smartphones, and F&B outlets can better manage order fulfillment and deliver an end-to-end contactless experience. 9. Hotel Wi-Fi: What was once a premium add-on is now an essential amenity at hotels, especially with a growing segment of travelers working remotely. To offer reliable high-speed internet access, hotels can partner with vendors like Cisco (Meraki), Percipia, or GuestTek that offer implementation services and ongoing support.   9 Marketing Tools to Lower Acquisition Costs and Drive Direct Bookings Of course, you don’t need any of the software listed above if nobody knows about your hotel! Marketing software allows you to tap into new audiences of guests and build relationships with your existing guest base. 1. Booking engines: For hoteliers seeking to increase direct business, a booking engine is essential. This software allows guests to book reservations on your hotel’s website by displaying rates and availability from your PMS, then integrating reservations into the PMS. Cloudbeds, Bookassist, and SiteMinder offer some of the best booking engines.  2. Reputation management: A reputation management tool helps you request, track, analyze, and respond to guest reviews across sites like Tripadvisor and Google and your own surveys. Some of the industry leaders are TrustYou, GuestRevu, and Revinate, and they can even assist in increasing guest review scores by revealing insights about guest sentiment. 3. Website builders and content management systems (CMS): Outsourcing your website design isn’t necessary with a CMS; these tools allow you to build, edit, and organize website pages and content, and they support integrations with booking engines, payment processors, widgets and more. Smart CMS by Bookassist, Profitroom, and Net Affinity are some of the top website builders. 4. Direct booking tools: If you want to increase direct bookings, then an app like Triptease, Hotelchamp, or TrustYou can boost the number of shoppers who complete bookings on your hotel’s website. These tools let you display personalized messages, snippets of guest reviews, price comparison widgets, and more - all of which give guests reasons to book direct instead of on an OTA. 5. Digital marketing agencies: Don’t have the time or resources to handle digital marketing in-house? A digital marketing agency can lend their expertise to help your hotel succeed in search engine marketing, social media, content creation, and PR. Bookassist, Avvio, and Net Affinity are some of the leaders in this space. 6. Social media tools: Whether you’re trying to build a new audience or stay in touch with past guests, social media is an important component of your hotel’s marketing strategy. Social media vendors like BCV, Sprout Social, and Travel Media Group can help you achieve your reach and engagement goals. 7. Metasearch and ad tech: Metasearch channels, like Google, Kayak, and Tripadvisor, are powerful drivers of traffic to your hotel website - if you leverage them effectively. These sites require special connectivity and a bidding strategy, and tools like Bookassist, Avvio, and Koddi will help you manage budgets, track attribution, and understand market dynamics. 8. Website live chat/chatbots: Potential guests shopping on your website want answers now - without needing to pick up the phone. A chatbot, like one from Asksuite, Quicktext, or Whistle, use artificial intelligence to answer guest questions quickly and accurately, plus capture leads and increase conversion on your website. 9. Hotel CRM: Your database of guest email addresses is a gold mine - if you can leverage it strategically. A CRM system, such as Revinate, Profitroom, and dailypoint 360, allows you to capture email addresses on your website, send automated messages throughout the guest’s journey, create segments of profiles with specific characteristics, and analyze open rates, click-through rates, and conversion.   F&B and MICE The food and beverage and meetings and events components of the hotel industry have their own technology solutions too. Whether you’re trying to streamline your room service offerings or support citywide conferences in a maze of meeting spaces, you can find software to help you execute any type of service or event. 1. Restaurant management: In order to run a restaurant smoothly, restaurateurs leverage point-of-sale software to manage stock in real-time, handle transactions, reserve tables, run reports, and more. Popular restaurant management software includes Vento ePOS, Oracle MICROS, and Lightspeed POS. 2. Mobile ordering and room service: Contactless service is the latest trend in F&B, but it seems likely to become the norm. Mobile ordering systems, such as Bbot, RoomOrders, and SABA F&B Ordering, allow restaurants to upload digital menus, accept online orders, and receive contactless payments, and customers can feel confident in more efficient service and accurate orders and bills. 3. Meetings and events intelligence: This category of software aims to help hoteliers maximize their meetings and events business by understanding market dynamics, uncovering insights about attendees, and optimizing pricing and space usage. Top meetings and events intelligence tools include Blockbuster by Duetto, IDeaS (SmartSpace), and Get Into More. 4. Group sourcing and RFP tools: Without software to assist, the RFP process is tedious. RFP software, such as Proposales, MeetingPackage, and Venuesuite, moves this process online and helps you to automate it, making all the back-and-forth more efficient and helping sales teams reach their goals. 5. Event management: Software doesn’t just help your sales team seal the deal, but also to plan and execute the event itself. Event Temple, Tripleseat, EVENTMACHINE, and others provide functionality to send proposals, get e-signatures, manage traces, communicate with clients, and create and edit BEOs and agendas.   Looking for more resources on hotel industry software? Download the free 2021 HotelTechIndex Market Leaders Report.

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Preno Review: Hotel Management Software that Puts Independent Properties on Autopilot

by
Hotel Tech Report
1 month ago

It’s not always easy to choose a property management system (PMS) when there are a variety of options out there. But picking a PMS is one of the more important and impactful decisions you will have as a hotel manager. The right technology can help you achieve your business goals, and the wrong system can add tedious (and often stressful, unnecessary) work for your accommodation - which might result in a less than ideal guest experience. In this article, we’ll walk through the features and functionality of Preno’s hotel management software that is helping independent hotel operators automate time-consuming daily tasks.  In addition to Preno's core property management system that is perfect for independent hoteliers, Preno's all-in-one hotel software suite also includes a channel manager and booking engine.   Preno’s Automations are Designed to Save You Valuable Time Let’s take a look at the various modules that owners, managers, and staff would use on a daily basis.   Reservation Management The reservation page is intuitively designed and straightforward; on this page you can see all information pertaining to a given reservation, like the guest’s name, contact info, payment method, and communication history. The interface is clean and easy to read, meaning that even a front desk agent with no experience will be able to learn the system in 20 minutes - with free training provided.     Payments and Accounting are a Total Breeze with Preno Also on the reservation page, you’ll find secure credit card information and payment history associated with that specific booking and guest. When a guest books on your property website using Preno’s booking engine, credit card info will flow into Preno via a powerful integration with preferred payment gateway app ‘Stripe’ Guest credit card details will be safely and securely stored on their individual profiles.  For security, all details are encrypted via the Stripe API, and storage is fully PCI compliant, meaning that guest data can never be leaked or lost. Unlike booking engines that simply pass the credit card number through to the PMS, the integration with Stripe automatically validates the card so that the guest cannot use an expired or invalid card. Multiple credit cards can be stored on the same guest profile, which comes in handy when a guest charges their room rate to a corporate card for the room but uses their personal card for incidentals, for example. Cards can be stored against guest profiles for returning stays, ensuring an excellent guest experience.      From the reservation page, you can click a button to automatically generate a nicely formatted invoice, thanks to a leading integration with accounting software Xero. This feature can save time and ensure accuracy as it's not necessary to log into a separate system to generate invoices and double-handle data.     When funds are collected as a deposit, Xero classifies the funds as a current liability on your balance sheet, which allows accounting staff to easily see how much revenue is actualized versus just taken as a deposit - this also ensures that taxes are paid at the right time.     Calendar View Options Preno offers a wealth of view options, to view your hotel dashboard and calendar:: by reservation status, payment status, repeat guests, and groups. Each of these views provides valuable insights for front desk staff at a glance.     The “Group” view highlights all reservations associated with a group. The “Guests” view marks all repeat guests with a star. The “Payment Status” view shows which reservations are fully or partially paid, plus which ones have not been paid at all. Also highlighted are those who have invoices against their account.   Reservation Creation Hotel staff can quickly create a new reservation by clicking on an available date on the calendar. When entering the guest’s name, Preno will highlight potential matches from your guest database so that saved guest profile data, like contact and payment info, can be used again. This historical data is valuable, and Preno can import up to 3 years of reservation history if you switch to Preno from different software.     If you receive many group bookings, Preno has features that support splitting and merging reservations with a couple of clicks. This is a super cool and unique feature we haven’t seen in many other PMS systems. Splitting a booking allows you to assign individual rooms within the same booking to their own invoice. For instance, if a corporate travel manager booked several rooms for employees traveling for a conference, but the employees need receipts with their own names on them to get reimbursement, the booking can be split. Conversely, Preno can combine separate reservations into one bill, for instance, if several family members book their own rooms but one person is responsible for payment.   Real-time Housekeeping Coordination with Just a Few Clicks On the Housekeeping dashboard, you can see clean rooms prioritized by time and urgency – starting with turnovers, then departures, stayovers, arrivals, and special requests. The room status is shown in real-time, housekeeping staff can mark a room as “clean” from any device and it will show live updates on the grid.  Preno also enables bulk room status updates in case a room attendant wants to finish a floor and mark it as complete to save time, for example.     Preno logs all room status updates, so you can see the change history of a specific room.   Easy to Use Rate Management Interface The rate module allows you to create and edit rate plans and add restrictions to certain rooms types and/or dates. You can enter rates manually in Preno or in a connected channel manager.  Preno has its own channel manager and also supports integrations with SiteMinder and Staah. Preno also has its own channel manager to streamline vendor billing and relationships.  If you’d prefer not to manage rates manually, Preno integrates with the revenue management system RoomPriceGenie.     Preno supports several restrictions, including minimum length of stay, closed to arrival, and closed departure. Closed to arrival and closed to departure restrictions can be used to control check-ins and check-outs on high-demand dates - a feature that more basic property management systems might not support. It’s also possible to create derived rate plans, such as promotional rates, which automatically apply a discount to your base rate.   Intuitive Reporting for Real-Time Insights Preno has a variety of reports that allow you to not only view historical and on-the-books performance, but also to input your own goals to monitor progress. For example, on the Revenue report, you can enter your target revenue for each month of the year, then you can track how you’re pacing toward those targets. You can set custom data ranges and customize certain reports to export and share or analyze the data further.     Additional reports show production by source (OTAs, corporate accounts), reconciliations, and chargebacks (available through Preno’s integration with Lightspeed POS).   Preno is a Powerful Hotel Management System for Independent Operators Who are Tired of Manual Administrative Work Preno is a solid property management system for small to medium sized boutique hotels with on-site management. The system works best for hotels with up to about 250 rooms and the fact that Preno has developed an all-in-one suite enables hoteliers to consolidate vendor relationships and software expenses. Preno has an abundance of tutorial videos and help center articles to guide you.  Preno is a great choice for hoteliers who are looking to upgrade a legacy system to something more modern, or for properties who want a reliable rock solid partner but don’t need the laundry list of features that come with expensive systems designed for large multi-property enterprises. Preno is so good that they don’t even lock clients into contracts. You can get started today and literally cancel whenever you’d like. So what are you waiting for?   This content was created collaboratively by Preno and Hotel Tech Report.

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Advanced Shouldn't Mean Convoluted: The Benefits of Lean Revenue Management

by
Alexandra Fjällman
2 months ago

COVID-19 sped up a trend in revenue operations (RevOps) across the whole world of business. A recent survey by Forrester found that there’s been a massive shift to centralized RevOps. This comes as many companies begin seeing revenue as more than just an outcome. Instead, they now understand it as a result of a complete business process and collaborating commercial teams.  However, Forrester shows that success with this approach comes from more than revising an organization’s structure. An optimized operation model combined with a comprehensive revenue management charter seems to be the recipe for long-term success. This charter should align revenue planning, technology, processes, data and measurement throughout the company.  Breaking up silos in hotel commercial teams has been a hot discussion topic for almost ten years now. However, many of these silos are still a big part of many hotel operations today. In many cases they’re even augmented by specialized tech tools that serve one team and all but exclude the others (e.g., a revenue management system - RMS). One thing has become clear: integration and automation of a hotel’s tech stack are essential to centralizing RevOps. This is why today’s leading SaaS providers are adjusting their tools to facilitate organizational alignment.  In the pandemic’s aftermath, businesses have the chance to archive their long-established structures. Lean, centralized commercial teams can take over and leverage integrated technology, automated processes and cross-functional accountability for success.    Revenue, Gut instinct, and Effort  Up till now, generating revenue at hotels had more to do with gut feeling, knowing the market and hard work than with collaboration and strategy. Many times, poorly aligned initiatives by general management, marketing, revenue management and sales led to lost chances and investment, revenue dilution and internal disputes. Despite this situation having a lot of room for improvement, the data and communication silos in hotels have made it hard to bring about lasting change.    Letting Technology Take You on a Detour Thinking that technology is the solution to all issues is a common mistake. Yes, revenue management tools have developed by leaps and bounds in recent times. Technology today is more powerful than most experts would have deemed possible. It allows hotels to adapt to dynamic markets and make the most of every revenue opportunity. But RMSs were developed primarily for revenue managers - a small group of experts in a single field of the industry. To ensure they deliver on the promised ROI, many RMSs demand a lot of training time and continued interaction due to their complexity.  A well-trained revenue professional who can leverage a system’s full capabilities can create fantastic results. However, technology is also known to cause operational roadblocks. The sales and marketing teams or the GMs don’t have the time to learn the ropes of intricate legacy RMSs because they have their department’s own systems to look after. The same applies to revenue managers and technology used by other teams. In short, the more programs a hotel uses, the more likely it is to foster ongoing silo culture.    Using New Revenue Tools to Do More With Less The pandemic has led hoteliers to look at their operations differently. Today, there’s a desire to do more with smaller teams, decrease the staff’s workload, streamline day-to-day operations and make commercial teams work together more closely.  Commercial teams have begun changing as a result. Silos are opening up while marketing, sales and revenue teams lay old rivalries to rest. Now, teams work across several disciplines, and moving forward, they’ll be using a set of integrated tools instead of programs specialized on a single function. In revenue management, this includes automating time-consuming tasks like forecasting and rate optimization. It also covers the presentation of results and related information in an easy-to-read format everyone in the commercial team can understand and use.  At first, it may feel strange for revenue managers who are used to complex legacy RMSs, that manual case by case rate analysis is no longer needed to achieve excellent results. Today, smart hoteliers see that trusting an automated system with time-sensitive pricing tasks is giving them a competitive advantage.  Now that travel is slowly ramping up, competition between hotels will be strong. Using new and perhaps unusual ideas is a way for properties to differentiate themselves and create a base for future success.    Setting up a well-integrated tech stack, using automation where possible, and streamlining communication are the initial measures you can take to make this happen at your hotel.

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The 9 Most Futuristic High Tech Hotels in the World

by
Hotel Tech Report
5 months ago

The pandemic accelerated technological transformation across the hospitality industry. Contactless has become a must-have, fitness centers have gone virtual, guest communications have moved to mobile, and self-service has become standard. While some hotels found themselves rapidly deploying new technologies, other hotels have been playing the tech-long game for years. Here are some of the world’s most notable high-tech hotels. We've covered the tech strategies of great hotel groups like Viceroy and Noble House who implement everything from contactless check-in to digital concierge but this article focuses on some more wacky tech implementations with a bit of focus on form over function.  This list features some pretty cool hi-tech gadgets and hotel room amenities that go above and beyond the typical flat-screen tv.  Some of the cutting-edge technology on this list may off-put more traditional travelers but will undoubtedly hit the spot for tech-savvy millennials. Rather than layer technology onto the operation, these properties embed technology into the fabric of the operation, making it a focal point and key feature. Some use it as an Instagrammable moment at a specific location while others structure their entire brand around the tech-enabled guest experience. Either way, technology is front-and-center at these hotels.   Henn Na Hotel, Japan “The Robot Hotel” Tokyo has become the marquee high-tech hotel. The brand concept is “commitment to evolution,” which appears across its operation in the form of robots. Lots of robots! The brand claims to be the world’s first hotel staffed by robots -- and there’s really no disputing that, as guests are greeted by robots at the front desk. At one property, the front desk is even staffed by dinosaur robots and iPad kiosks, which is quite the experience.     Other high-tech features at some locations include a robot barista frothing lattes, espressos and teas, as well as a 360-degree VR space for guests to immerse themselves in virtual reality experiences. The hotel is also fully enabled with Wifi powered facial recognition, which eliminates the need for a hotel key altogether. Guests can access the property, and their individual guest rooms, seamlessly using biometrics. Very futuristic, indeed!   YOTEL, New York City The YOTEL brand has been synonymous with technology since it opened its doors near  Times Square. The showstopper was a massive robot arm dominating the lobby, providing automated luggage storage for guests (as well as safety deposit boxes to store valuables). The YOBOT also provides self-service check-in, which puts the brand far ahead of today’s contactless guest experience.   The rooms -- called cabins -- may be small, but YOTEL uses technology to deliver its promise to “give you everything you need, and nothing you don’t.” This includes Smart TVs so that guests can connect their own devices and choose their own entertainment. The guest rooms also use motorized beds as space-savers and motion-activated sensors for lighting and AC to reduce carbon emissions. It’s all about efficiency, delivering an outsized guest experience in even the smallest spaces.   Blow Up Hall 5050, Poland The Blow Up Hall 50/50 is an impressive mix of form and function. Designed by BAFTA-award-winning artist Rafael Lozano-Hemmer, the hotel combines a restaurant, bar, gallery, and hotel into a unique vibe. There are several digital art installations, including a commentary on surveillance capitalism embedded right within the lobby.    The property eliminates the traditional touchstones of the hotel experience: there’s no front desk. The guest’s smartphone provides access to the property, from check-in to room keys to staff communications. The phone also acts as a room finder: after opening the app, the assigned room lights up and the door unlocks automatically. It’s these small tech flourishes that reinforce the property’s sense of mystery and intrigue.   Hotel Zetta, San Francisco At the center of Silicon Valley, the centerpiece of Hotel Zetta is most definitely its virtual reality room in the lobby. Designed by a local tech startup (naturally), the VR cube gives guests a fully-immersive opportunity to experience virtual reality. There are also Nintendo Switch consoles and Oculus VR headsets available so guests can experience next-generation technology in the comfort of their rooms.      Other tech touchstones include a vintage Atari Pong table in the Zetta Suite, which is modernized to include both the classic game and a Bluetooth speaker to play personal playlists. Each guest room is also equipped with Alexa-enabled voice control in every room. Guests can order a meal from room service, set an alarm or learn about on-property dining specials.    Kameha Grand, Zurich The Kameha Grand isn’t one of those kitschy places that you’re embarrassed to stay at. Quite the opposite: the high-end “lifestyle hotel” is part of Marriott’s Autograph collection. And, with rooms designed by Marcel Wenders, it’s got all of the trappings of a luxury property. Rooms     Our favorite rooms are, of course, the Space Suites. It’s the most futuristic room type on this list because it quite literally connects to space. The in-room TV features a live feed from NASA TV so that you can fuel those space dreams. The atmospheric vibes will contribute to that dreamy feel, with “outer space furnishings have been designed down to the smallest detail with a floating bed, pictures of galaxies, hovering astronauts and models of rockets.” Far out!   Virgin Hotels  The Virgin Hotel brand has always been tech-forward and guest-centric. Even prior to the pandemic, the brand empowered guests to control their own experiences right from the palm of their hand. Now, those features are dramatically expanded to be even more contactless.     Named Lucy, the app allows guests to skip check-in, using their phone to select rooms and unlock doors. Guests can also use the app to order room service, adjust room temperature, control entertainment (in-room streaming and Apple Music), plan their trip around the city, or even follow custom exercise routines by Fitbod. Following on smartly with its brand promise, the app also offers three preset lighting modes for guestrooms:  Get Lit for full brightness, Get in the Mood for dimmed relaxation, and Do Not Disturb for sleep. By putting all of these elements together into a single interface, Virgin Hotels puts the guest in control.    25hours Hotels Another brand that’s focused on high-tech without losing high-touch hospitality is 25hours. Thanks to an in-house multidisciplinary think tank, the Extra Hour Lab, the brand experiments with new ways of engaging with guests, both through digital and analog channels. That balance plays out in Cologne, where the record store greets guests alongside    Perhaps that’s one aspect that distinguishes the futuristic, high-tech hotels: those that understand how to inject storytelling into the experience alongside the latest technology.   Cityhub A hybrid between a comfortable hotel and a convivial hostel, Cityhub is futuristic in both its technology and its approach to hospitality. It’s part of a new wave of brands that blend categories and use technology to enable a more social experience. The Cityhub brand has an app but it also takes a cue from Disney and offers RFID wristbands. These bands are used not only for check-in and property access, but also  at the bar, cafe or vending machines, where guests can serve themselves and charge their rooms. Without having to constantly pull out their phones, there’s a more personal element to the experience.     Each “hub” has its own customizable lighting, temperature and audio streaming, so guests can control their vibe. There’s also an on-property social network, giving guests a digital lobby to meet and plan real-world adventures.   The Atari Hotel, Las Vegas (coming soon!) A notable mention is the upcoming Atari Hotel in Las Vegas.  This property will blur the boundaries between hotel and immersive experience, building on Las Vegas’ long history of blending entertainment with hospitality. The experience is straight out of Blade Runner: bright lights, massive marquees, and an “everywhere you look” focus on gaming.    The Atari Hotel points to a far-more futuristic vision of hotels than anything else on the market today. It very well could be the first hospitality experience built just as much for the virtual world as for the physical one. Guests can host friends in their rooms for gaming marathons, with consoles, batteries, and spare controllers available for delivery. The Atari Hotel may redefine the category and establish a new mainstream travel trend: the gamer circuit. -- What are your favorite high-tech hotel amenities? Let us know if we missed any key ones like hotels with crazy underwater speakers, air conditioning activated by motion sensors, cool touchscreen applications, and more!

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Preparing for Demand Ramp-Up with the Right Revenue Strategy

by
Alexandra Fjällman
5 months ago

The world felt hopeful when the first COVID-19 vaccine was announced several months ago.  Today, vaccines are being distributed worldwide. Many countries are starting to relax restrictions and re-open their borders.  That’s fantastic news for the travel and tourism industry even without a clear timeline. We still know that local and regional recovery will begin as soon as governments give the go-ahead.  Now you need to ask yourself: is your property ready for the rebound? And if not, which tools will get you ready quickly?   COVID-19: The Effect on the Hospitality Industry Worldwide As the Covid-19 crisis unfolded, STR regularly shared performance trends and outlooks for every corner of the world. We take a short look at how Covid-19 hit leading hospitality markets and what we can expect down the road.  Europe Europe's average occupancy fell to 11.4% when lockdowns began in April. For all of 2020, average occupancy reached 33.1% thanks to a relatively strong summer season. Slow vaccination programs and a lasting second lockdown in most European countries leave us with a bleak outlook for the coming 90 days.  Asia After arrivals plummeted in February and March, average occupancy across Asia fell by 30%. However, since many countries in the region managed the pandemic well, several of them have already seen a rebound in domestic travel. In China, for example, the outlook is positive. There, the average occupancy rate is only 10% below that of 2019 among open hotels. Destinations that focus primarily on international guests, like Vietnam and Thailand, are still struggling more. But hopes are high that reopened borders will bring quick recovery.  Middle East Overall, the Middle East boasted a relatively strong performance in the past twelve months. Right now, its average occupancy even outranks China and the US. This is partly because destinations like Dubai never closed their borders. Still, current OTB business is rather low, especially given that the postponed EXPO 2020 is coming up.    Vaccination Campaigns Are Gaining Momentum World in Data and the Bloomberg vaccine tracker show the latest progress of global vaccination programs. Israel leads the list with 50% of people being fully vaccinated. The US and Chile have both passed the 11% mark. The UAE and Bahrain are getting ahead well, too. The faster this progress spreads around the world, the sooner pent-up travel demand will hit the market.  Given Europe’s strong summer season and China’s overall strong performance, the outlook is positive. But, of course, there is no set timeframe to work with. That’s why now is the best time for hoteliers to set up the tools they need for guidance in this incalculable time.   Winning During the Recovery Phase with a Powerful RMS Every region’s recovery phase will look different, so generalized predictions are pointless. Patterns from previous crisis bounce-backs or other historical data won’t help either since Covid-19 was so different from everything else. Despite all that, you must get ready for the ramp-up phase. Only then you’ll be able to seize every opportunity it offers you and get your business going again.    Collecting your data manually - an inadequate method Gathering data manually to inform your rate changes is still possible, but it should be a thing of the past. Staying on top of dynamic markets and detecting trends early on simply isn’t possible with this approach. Especially in the volatile recovery period, this could cost you many opportunities to drive revenue. Using an RMS (revenue management system) solves that issue by helping you set optimized rates every time demand shifts. But which capabilities should an RMS have? Read on to learn which ones are crucial for ramp-up, recovery phase, and beyond.   Forward-looking demand data If you want to make accurate revenue forecasts and create successful promotions, you need forward-looking data. This covers everything from overall search volume for your location and flight searches to length of stay queries. For the best insights, use an RMS like Atomize which breaks this data down by source market. Collecting this information manually would cost you hours and it would likely become outdated before you had a chance to evaluate it. Let your RMS gather this data to reveal emerging trends and high-demand dates in the future. Seeing this develop in real-time lets you optimize your revenue strategy ahead of your competition. That way you’ll be ready for every demand shift and have the chance to target high-potential source markets with tailored offers.    Automated, real-time pricing If you update your prices manually, you’ll always play catch-up with the market and will miss revenue-generating opportunities. A modern RMS with automated real-time pricing solves this problem in two steps. First, it continuously monitors your market for the slightest changes in demand. Whenever it’s necessary, the RMS will send you a new rate suggestion. You can approve or reject it manually. While this option gives you more control, the time it takes you to approve the suggestion creates a lag, and opportunities may be lost. Avoid this by going for fully automated rate updates. In that case, your RMS changes all prices automatically and they’ll always be in line with the most recent market developments. This option saves you hours of precious time and ensures you’re making the most of every opportunity.   A faster way to do group displacement analysis When event planners can start organizing in-person events again, you’ll get a lot of inquiries all at once. Analyze your options carefully. Does your future-facing data predict high transient demand for the date in question? If so, will it come via your website or high-commission OTAs? Evaluating these and other aspects will cost your team time and energy. Use an RMS to make faster, data-based decisions and get the most profitable contracts for your property.    Multi-property capability for property clusters If you’re in charge of several hotels, use an RMS with a multi-hotel set-up to save time. Instead of having different log-ins and windows for every property, you can see all your hotels’ data on a single dashboard. You’ll see immediately where to focus your attention, make changes and support your on-site team.    You’ve made it through this tough past year. You know that recovery is around the corner, so don’t let it sneak up on you. Get your hotel ready for returning demand and leverage a cutting-edge RMS to get a step ahead of your compset.  Yes, investing in new tech can feel like a financial burden these days. That’s why Atomize is offering a risk-free option that lets you benefit from their time-saving automation and forward-looking data when you need it most - during the recovery phase.  

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The 10 Best Places to Work in Hotel Tech 2021

by
Hotel Tech Report
8 months ago

Each year Hotel Tech Report surveys thousands of industry insiders to find the best hotel tech jobs and employers globally. In 2020, the COVID-19 pandemic wreaked havoc on the hotel industry.  The World Travel and Tourism Council predicts that 121 million of the 330 million jobs tied to tourism around the world will be lost in 2020.  Despite existential challenges, hotels and their vendors have proven resilient in the face of the biggest challenge ever posed to the hospitality industry by working together. But there’s always opportunity in crisis.  The pandemic has advanced digitization in the global economy by at least 5 years according to most experts.  Hotels that already had adopted technology like contactless check-in and guest messaging software have had a massive advantage since the pandemic broke out and the importance of technology for running a successful hotel business will continue to rise over the coming years meaning that demand for hotel technology talent will grow with it. Here at Hotel Tech Report, we’ve interviewed countless hoteliers about their journeys from being hoteliers into lucrative technology careers like Del Ross, Marco Benvenuti, Sameer Umar, and Kevin Brown. For hoteliers furloughed on the sidelines, there is an unprecedented opportunity to pivot into a technology career leveraging skills and knowledge from hospitality experience.   But which hotel tech companies should you apply to? Every year we do the hard work for you and survey thousands of hotel tech professionals to find the best companies to work for in the hospitality industry. We ask respondents to rate their employers from 1-10 on these key variables:  Work-life balance Personal development opportunities Gender equality Confidence in company direction Values alignment 2021 Bonus Question: Rate your firm’s COVD-19 crisis response Hotel Tech Report creates this list each year for two reasons: (1) to help industry professionals find the best hospitality tech jobs and (2) to help hotel tech buyers understand that it’s just as important to partner with great organizations as it is to find great software tools and products. Vendor culture is important to every aspect of a vendor relationship: Product: Great workplaces attract the best talent who make the best products Customer Support: Happy client reps give better service and stay around longer developing deeper relationships. Sales: When a sales team has high turnover, innovation gets strangled because there isn’t enough cash coming in the door to invest in innovation. Our 10 Best Places to Work in Hotel Tech list features companies who foster wonderful work environments for employees.  In return, those employees deliver incredible products and services to clients. Without further adieu here are 2021’s 10 Best Places to Work in Hotel Tech…     10. Siteminder (TIE) Right before the coronavirus pandemic broke out, industry leader Siteminder reached an incredible milestone earning itself unicorn status.  Under the stewardship of CEO Sankar Narayan the firm quickly composed itself when the pandemic broke out and began rolling out initiatives to support both employees and customers like its World Hotel Index sharing real-time data with the industry when historical data just wouldn’t cut it.  Siteminder has an internal slack channel called #stayingsocial dedicated strictly to team members having a social communal space in the age of remote work.  This is pretty typical for a small startup but much rarer in the world of 700 employee behemoths.  The great part about working at a large startup-like Siteminder is that there’s almost limitless upward mobility according to one employee working in operations at the firm, “They allow me opportunities to take on more responsibilities that are even beyond my scope to develop my skills and prep me up for bigger roles. They also give leadership training to enhance to continue developing my capabilities.”  If you’re looking for a fast-paced global startup on a world domination path - then you should absolutely be dropping a resume at Siteminder.  The best part is that they’ve got offices all around the world so even if you prefer the WFH life your colleagues shouldn’t be too far away no matter where you call home.     10. Atomize (TIE) This is Atomize’s first time making Hotel Tech Report’s annual Best Places to Work list but we doubt it will be their last.  In true Swedish fashion Atomize rates amongst the highest on the list for gender equality with a 50% ratio of men to women on its leadership team.  Atomize also rates very highly for culture alignment with a score of 97.8%.  Perhaps the biggest standout for Atomize was how highly employees rated the firm’s COVID-19 response and support for clients during a crisis.  “Everyone from finance to product development has chipped in to try to support clients. We have for instance developed a relief-program for those that are hurting really bad, we have updated the product to amend for the large drop in occupancy for hotels, etc,” one Atomize executive told Hotel Tech Report.  Atomize made it through COVID-19 without a single layoff which is a testament to the longevity of the business and its and commitment to team members.  During the crisis Atomize stayed calm, launched the 2.0 version of their core RMS product, and even found time to bring the team together for a BBQ this summer during a slow down in transmission rates.     9. Hotel Effectiveness Georgia (the U.S. state not the country) based Hotel Effectiveness is in the business of helping hotel owners more efficiently manage labor but the question is: how well do they manage their own labor? It turns out they do a pretty darned good job at fostering internal culture.  Prior to the pandemic labor costs were the biggest focus area for most hotel ownership and management groups - despite the shift in focus Hotel Effectiveness managed to grow through the pandemic all while placing a heavy emphasis on quality of life for employees.  Team members cite a high percentage of employees being groomed from junior roles into leadership positions, flexible PTO programs, and strong opportunities for women.  PTO is great but Hotel Effectiveness management goes one step further where they encourage team members to completely unplug and not even check email during their vacation.  Adding icing to the cake, employees raved about the firm’s response to COVID-19 where it was able to grow without any layoffs needed.  One engineer raved about the Company’s COVID-19 response, “Hotel Effectiveness immediately shifted priorities specifically to address the changing needs of our clients. Hotel Effectiveness provided new guidance materials, payment options, and built new features (such as Daily Wellness Check-In) under tight deadlines to meet the new needs of our customers.”     8. EasyWay Big congrats to the first-ever Israeli startup to make this list!  If you’ve ever been to Tel Aviv or the Start-up Nation (Israel), perhaps a job interview with EasyWay is the excuse you needed to visit one of the most amazing cities in the world packed with beautiful beaches, vibrant nightlife, and a foodie scene that’s truly in a league of its own.  EasyWay is the quintessential startup with a mentality that so long as you hit your KPIs - the rest of your life is totally flexible.  An EasyWay executive’s quote to Hotel Tech Report about the last 12-months at the company says it all, “The work around the clock in the COVID-19 time was crazy.  We have developed so much stuff, that I almost miss this period. We've learned a lot from that, and staid on our feet! The rest of the team was great and it really gave me confidence in my own abilities.  If you're the kind of person who likes to work hard and play hard - you’d be wise to check out EasyWay’s open positions.      7. Asksuite This is Asksuite’s second year making the list and true to their commercial team’s motto “rockets don’t have reverse”, even a pandemic couldn’t slow down this high flying Brazilian startup.  Florianopolis may not be a hotel tech hub (yet) but the Asksuite team has access to lessons in language, hospitality and other training to upskill their way into global domination.  During the pandemic, leaders have made themselves available for 1:1 meetings to support all colleagues and perhaps it’s this close communication that leads Asksuite employees to rate 98% confidence in the future success of the firm.  Asksuite employees frequently cite an onboarding process that makes all team members feel like a part of the family in short order.     6. RoomRaccoon Despite the pandemic RoomRaccoon doubled the firm’s headcount in 2020 and achieved a major milestone in reaching 1,000 clients.  Employees frequently cite similar aspects of the culture as differentiators like their annual international week at the Netherlands headquarters and an inclusive onboarding program.  One employee within the marketing department told Hotel Tech Report, “This year RoomRaccoon decided to start hiring more new colleagues against the market trend of furlough and letting people go. To smoothen the onboarding process of our new hires we've created an E-learning program and two intensive onboarding weeks. So far we've onboarded 15 new hires since July 2020 that immediately are getting results. Something I'm really proud of!”  If you’re looking for an ambitious organization with a strong remote culture and complementary annual trips to the Netherlands - don’t hesitate and check out open listings at RoomRaccoon.     5. Alliants The Alliants story is the cure to the common venture funded business gone wrong story.  Alliants built the business developing custom software for ultra luxury hotel brands like Four Season and Jumeirah before ever dipping their toes into the SaaS world.  That means they’ve got killer products, an eye for design and engineering to back it up.  Starting in a consultative role for luxury brands has afforded Alliants a luxury not many early stage SaaS products have - cash flow.  How would this impact you when you apply for a role there?  Alliants employees are given a $5,000 stipend to invest in their own education and training.  Whether it’s a paid marketing course or intro to Ruby on Rails - at Alliants you will be able to create your own journey and take control of your destiny.  Have you ever had a boss block your calendar so people can’t book meetings with you? Well, Alliants employees have.  During winter months with less daylight, CEO Tristan Gadsby blocked the entire team’s calendars from 11:30am - 1:30pm to encourage team members to get outside, walk or simply catch some rays.  If that doesn’t sell you I don’t know what will.     4. ALICE This ain’t ALICE’s first rodeo, well it’s their fourth if we want to be precise about it.  ALICE has made Hotel Tech Report’s Best Places to Work list 4 years in a row (2018, 2019, 2020, 2021).  ALICE is an incredible place to work for former hoteliers because employees truly act as a strategic extension of their partner properties.  During the pandemic, ALICE quickly pivoted to rollout closure checklists and other free assets to help partners quickly reconfigure their operations for the new normal.  “The most memorable achievement while working at ALICE this past year was being able to provide support for our employees during the pandemic. The pandemic-related fatigue and anxiety impacted everyone and in different ways. We were able to provide support to our employees through group therapy sessions, health and wellness initiatives, increased one-on-one check-ins regarding fatigue, increased opportunities for learning and connection with one another virtually. I am so proud of how the leadership at ALICE has led us through the most difficult time in our industry's history, and with such care for both our customers, our industry as a whole, and our employees,” says one ALICE team member in an HR role.  Just as important as supporting clients through COVID-19 is supporting colleagues.  ALICE team members were constantly comforted that management understood the stress and challenges they were facing during this historic yet tragic year, encouraging an environment of transparency and honesty about how to cope with natural distractions from work in times of stress.     3. hotelkit Austria-based hotelkit is another repeat visitor on this list moving up from 4th to 3rd place.  Founded in 2012 by hotelier Marius Donhauser, hotelkit is a majority female-run business that’s growing rapidly but responsibly throughout Europe.  hotelkit’s team motto is “one team one dream” and while the team had to work remotely for a good portion of the year, colleagues are hopeful that 2021 will bring back the annual hotelkit Christmas party famous for great eats and poker.  Under Marius’ leadership, hotelkit has fostered a culture that feels like family so it’s no wonder that employees rate the culture so highly across every single vector.     2. Cloudbeds Cloudbeds may be the fastest-growing hotel tech company right now so while their headquarters are in sunny San Diego the Company has got Silicon Valley energy pumping through its veins.  Not to mention, Cloudbeds is extremely global with local managers in 40 countries. On March 11th (yes that’s right when COVID-19 took the world by storm) Cloudbeds announced the closing of an $80M funding round.  Cloudbeds employees tend to share two main things in common: (1) they are extremely performance-driven and (2) they LOVE to travel. One Cloudbeds employee within the operations department told Hotel Tech Report, “I managed to get promoted on my 1 anniversary day at Cloudbeds, I was so happy and everyone was so attentive to me during this process. Cloudbeds is an amazing company, full of amazing individuals, it's so nice to see the owners in our calls and engaged with us all at all times. I used to think I had worked at good companies, till I met Cloudbeds. This is where I want to stay and grow. It will be hard for any other company to take me from here.”  Cloudbeds has TONS of openings so make sure to browse their career page if you’re in the market.     1. Mews This is Mews’ 3rd year making the list ranking #2 in 2019 and #3 in 2020 - but this is their first year topping the list which is a testament to the strong culture at the firm.  Like most fast-growing companies, the pandemic wreaked havoc on projections and business plans for Mews leading to some difficult decisions needing to be made.  Mews not only came through what was maybe the darkest moment in the history of the hotel industry but came out stronger than ever before.  Mews leadership set a strong course for the business cutting expenses, reorganizing the team, rebranding, focusing on remote deployments, and even making an acquisition.  Quite a busy year - even if things had been normal.  Mews management has created one of those infectious startup cultures that can almost feel cult-like at times often intoxicating entire trade show floors (pre-COVID).  It’s not often that employees at an aggressive high-performance tier 1 venture-backed business get to see their founder dancing through a town hall (affectionately named Mews Con) in a silly costume.  Mews pivoted from hyper-growth mode into a sharp focus on profitability right-sizing the business and is poised to come out of the pandemic far stronger than it went in.  Lots of open roles to check out and we’re sure that list will continue to grow over the coming months.  

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Cloudbeds, SiteMinder & Room Raccoon Top People’s Choice Awards in the 2021 HotelTechAwards

by
Hotel Tech Report
8 months ago

Each year along with individual awards for the top-rated hotel software in each category, Hotel Tech Report recognizes the Top 10 most customer-centric global companies in the annual People's Choice Awards. The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity. The HotelTechAwards platform (by Hotel Tech Report) leverages real customer data to determine best of breed products and companies that help hoteliers grow their bottom lines. “The People’s Choice Award goes to a single company across all categories who demonstrates the strongest customer relationships during the HotelTechAwards.  Cloudbeds had more than 550 hotelier customers come out to share overwhelmingly positive feedback about Cloudbeds products in the midst of a global pandemic.  To have that kind of support from clients during the most challenging market in hotel history says all you need to know about Cloudbeds’ commitment to their partner properties,” says Hotel Tech Report CEO Jordan Hollander. Here’s the Official 2021 People’s Choice List: Cloudbeds SiteMinder RoomRaccoon Bookassist OTA Insight ALICE IDeaS Avvio Hoteltime hotelkit The key factors used to determine the annual People’s Choice Award include total verified customer reviews, geographic reach of reviews, and overall review sentiment and ratings. The best companies know that the most effective way to communicate their value proposition is to empower and amplify the voices of their happy customers.  The People’s Choice Award recognizes companies whose customers really value the relationship and partnership. “Twenty years ago we lived in a world where hoteliers just used one of the three or four technology systems out there and typically just ended up using whatever system they had heard of before.  Today there are thousands of SaaS choices in the market and dozens of great options available for most use cases but the market is moving so quickly that it’s hard for hoteliers to identify and keep track of the best products and companies.  This award honors the companies whose hotel customers are the most vocal advocates of their products to make that process easy,” says Hollander.   About the 2021 People's Choice Award The People's Choice Awards serve to honor and recognize companies who have balanced strong growth with a relentless focus on customer-centricity.  Early on as a startup, it’s easier for companies to maintain strong customer relationships with a limited customer base. But as a company grows its install base and scales globally, maintaining high customer satisfaction becomes increasingly more challenging.  Each year along with individual awards for the top-rated product in each category, Hotel Tech Report recognizes the top 10 most customer-centric global companies in the annual People's Choice Awards acknowledging the achievements of top innovators across all categories who embody the values, transparency, and customer-centricity that lie at the core of truly great companies. View Ranking Methodology>>

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Winners of the 2021 HotelTechAwards Announced

by
Hotel Tech Report
8 months ago

Hotel Tech Report has announced winners in the 2021 HotelTechAwards, based on more than 10,000 hotel software product reviews contributed by verified hoteliers during the competition.  Winners are selected based on key performance metrics including product popularity, customer satisfaction, integration compatibility, customer support quality, and more.  Winning a HotelTechAward is the highest achievement in the hotel technology industry. “In the midst of a global pandemic, 318,466 hoteliers visited Hotel Tech Report from every corner of the globe contributing 10,227 verified new product reviews during the 3-month awards period to share insights about their favorite tech products to run and grow their businesses.  It has been inspiring to see this massive wave of hoteliers sharing technology insights and product recommendations,” says Jordan Hollander, CEO of Hotel Tech Report. “This is the most comprehensive dataset around hotelier preferences ever developed and it gives unprecedented insights into tech trends for hotels during a pivotal moment in history.  Winning a HotelTechAward is a huge feat with the 2021 competition being the most competitive year ever.  Every company on this list should be extremely proud of what they've contributed to the growth of the hotel industry.” During the HotelTechAwards, hoteliers from the world's leading hotel companies review the top tech products used at their hotels to increase operating efficiency, drive revenue, and improve the guest experience. This data is used to identify the best hotel tech products and organizations. "The HotelTechAwards  are the only prize in the industry that is completely and transparently customer-driven — it's the hoteliers that decide who is best, and it's their opinion that matters most." Gautam Lulla, CEO at Pegasus. "We at SiteMinder believe strongly in the essence of openness; it is what underpins the very core of what we stand for, and the HotelTechAwards, through the program's data-driven and transparent process, aligns firmly with this value.” - Sankar Narayan, CEO at SiteMinder “This honor has deep, personal meaning as it is decided upon by our clients and represents our passion and focus for providing the most sophisticated revenue technology and comprehensive support.” Dr. Ravi Mehrotra Founder at IDeaS “The HotelTechAwards are a powerful stamp of approval for any company to possess and for hoteliers to trust. We value the HotelTechAwards process, which collects thousands of verified reviews from around the world each year.” Alex Shashou, Co-Founder at ALICE “HotelTechReport is the leading platform for technology in the hotel industry, and its meticulous and impartial verification process makes this one of the most prestigious awards.” Moritz von Petersdorff-Campen, Co-Founder at SuitePad The competition spans core areas of hotel software & technology: marketing, revenue, operations, and guest experience. 2021 Voting included participation from major hotel groups including Four Seasons, Hilton, Marriott, Accor Hotels, Hyatt, Intercontinental, Rosewood, and thousands of independents. "We originally created the HotelTechAwards as a democratized way to help our fellow hoteliers quickly determine best of breed vendors based on data they can trust and the scope of the competition this year is a testament to how far the industry has come in the last decade.  The HotelTechAwards rating process is simple, transparent, and unbiased--judging is based on time tested ranking factors, publicly available data, and crowdsourced insights from verified hoteliers who have hands-on experience with each product.” The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and winners were selected from the top technology products around the world. The HotelTechAwards are the industry's only data-driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised of thousands of verified hotel technology users across more than 127 countries.   Best Hotel Software Companies List >>

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2021 HotelTechAwards Finalists Announced

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Hotel Tech Report
8 months ago

Hotel Tech Report has announced finalists in the 2021 HotelTechAwards, based on more than 10,000 hotel software product reviews from verified hoteliers during the competition.  Finalists are selected based on key performance metrics like product popularity, customer satisfaction, integration compatibility, customer support quality, and more.  Winning a HotelTechAward is the highest achievement in the hotel technology industry. “In the midst of a global pandemic, 318,466 hoteliers visited Hotel Tech Report from every corner of the globe contributing over 10,000 verified new product reviews during the 3-month awards period to share insights about their favorite software products.  It has been inspiring to see this massive wave of hoteliers sharing technology insights and product recommendations,” says Jordan Hollander, CEO of Hotel Tech Report. “This is the most comprehensive dataset around hotelier preferences ever developed and it gives unprecedented insights into tech trends for hotels during a pivotal moment in history.  Finaling in the HotelTechAwards is a reflection of quality every company on this list should be extremely proud of what they've contributed to the growth of the hotel industry.” Hotel Tech Report authenticates reviews through a strict verification process.  Further, companies are ranked based on pre-defined objective data variables to avoid the biases present in other human judged competitions. "Based on real and honest customer feedback, the HotelTechAwards really do provide the most transparent view on how technology is perceived and used across the industry,” says Sean Fitzpatrick, CEO at OTA Insight. The HotelTechAwards are often referred to as "the Grammys of Hotel Tech" and finalists are selected from more than 1,000 of the top technology products around the world. The HotelTechAwards are the industry's only data-driven awards platform with winners determined not by a handful of judges or popularity votes but by a global community comprised of thousands of verified hotel technology users across more than 120 countries.   -- Competition winners will be publicly announced on January 12th --   Best Guest Experience Technology Finalists Guest Messaging Software: Whistle, EasyWay, Monscierge Guest Room Tablets: SuitePad, INTELITY Guest Survey Software: TrustYou, Guestrevu, Revinate Hospitality TV Providers: Monscierge (Apple TV) Mobile Key: ASSA ABLOY Global Solutions, FLEXIPASS Mobile Ordering: Bbot, RoomOrders Hotel Guest Apps: ALICE, INTELITY, Wishbox   Best Operations Software Finalists Property Management Systems: Cloudbeds, Mews, Clock PMS+, HotelTime Staff Collaboration: hotelkit, Monscierge, ALICE Hotel Management Systems: RoomRaccoon, Cloudbeds Concierge Software: ALICE Cyber Security & Fraud Prevention: Canary Technologies, Sertifi Digital Signage: Monscierge Housekeeping Software: hotelkit, ALICE, Optii Marketplaces & Integrators: Hapi, Dailypoint Preventive Maintenance: hotelkit, ALICE, Transcendent Restaurant Management: HotelTime, Oracle MICROS POS Employee Engagement Software: hotelkit, Hotel Effectiveness, Beekeeper Contactless Check-in: EasyWay, Canary Technologies, Wishbox Spa Management: HotelTime   Best Revenue Management & Finance Software Finalists Revenue Management Systems: IDeaS, Duetto, Atomize Business Intelligence: OTA Insight, Duetto, ProfitSword Central Reservations Systems: Pegasus Channel Managers: SiteMinder, Cloudbeds, D-EDGE Parity Management: OTA Insight, RateGain Rate Shopping & Market Intelligence: OTA Insight, SiteMinder, RateGain Reporting & Accounting: M3, MyDigitalOffice Upselling Software: Oaky, GuestJoy, EasyWay   Best Marketing Tech Finalists Booking Engines: Cloudbeds, Bookassist, SiteMinder Hotel CRM & Email Marketing: Revinate, Profitroom, Dailypoint Digital Marketing Agencies: Bookassist, Avvio, Net Affinity Direct Booking Tools: Triptease, Hotelchamp Website Live Chat and Chatbot: Asksuite, Whistle Independent Loyalty Programs: The GuestBook Metasearch & Ad Tech: Bookassist, Avvio, Koddi Reputation Management: TrustYou, Guestrevu, Revinate Hotel Website Design: Bookassist, Avvio, Profitroom   Best Meetings & Events Tech Finalists Event Management Software: Event Temple Group Sourcing & RFP Software: MeetingPackage, Venuesuite Meetings Intelligence Software: Duetto, IDeaS Sales CRM: Event Temple, MeetingPackage