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30 Ways Hospitality Experience Builds Character

by
Hotel Tech Report
1 week ago

Looking for your next career step in the hospitality industry - or outside of it? Whether you’ve just worked in the hospitality industry briefly or you’re an industry veteran, you should be proud of and excited about the skills you’ve developed working in hotels, restaurants, casinos, cruise ships, or any other hospitality organization. Hospitality work experience delivers a plethora of benefits that make you an attractive candidate for jobs even outside of the hospitality industry, and many employers specifically seek out candidates with hospitality-style skills and experiences. So if you’re polishing up your resume or just looking for some inspiration during the job hunt, keep reading to discover more than 30 benefits of having hospitality experience under your belt (and why employers are lucky to have you).   Organizational and technical skills A hospitality career presents an ideal opportunity to develop a variety of skills that you will use throughout your career - wherever your career path leads.  Communication skills: Any hospitality job, from a front desk agent to a line cook, requires strong communication skills. You’ll learn how to communicate effectively with even the most difficult of guests or communicate efficiently during events or busy rushes. In addition to verbal communication with internal audiences (colleagues and leaders) and external audiences (guests), many jobs set you up to master written communication too. Listening skills: Of course, you can’t have good communication skills without strong listening skills! For example, you’ll practice listening skills when getting to the root of a guest’s complaint or learning about a new policy or procedure.  Problem-solving experience: At the heart of many hospitality jobs is service recovery - or problem-solving. Ever turned a guest’s horrible stay around into a positive one? Or figured out how to accommodate new reservations in an almost full house? These are all examples of problem-solving in action. Customer service expertise: The goal of every hospitality job is to deliver great service. You’ll master not only service recovery, but you’ll also learn to proactively create a fantastic experience for the guest, diner, or customer. Tech-savvy: Hospitality jobs across the industry now include a technology component, as many roles rely on various digital tools and systems throughout the workday. Your position might give you a chance to become an expert in point of sale systems, property management systems, marketing software, and more. Attention to detail: If you’ve had any hospitality experience, you know that attention to detail is crucial to delivering a great guest experience. Every task requires you to be detail-oriented, from taking a lunch order for a guest who’s allergic to shellfish to carefully loading all of a guest’s luggage into their car upon check-out. Upselling: Front desk agents, restaurant servers, and bartenders get the chance to master the art of the upsell. These roles teach you how to identify needs and sell effectively - which are important skills to know even if your career path takes you to a different industry. Handling of sensitive data: Many roles in hotels or restaurants require handling of credit card information, dates of birth, government IDs, and other sensitive data. By learning how to safely and securely handle this data, you can prove that you’re a trustworthy employee comfortable with that responsibility. Continuing education: Want to learn skills that will take your career to the next level? Many hospitality companies have continuing education and training programs that help you become a better manager and leader. Your hotel or restaurant may also offer trainings that don’t relate specifically to your role but are still interesting and engaging - like wine tasting classes or menu tastings. Transferable skills: Just because hospitality work experience is on your resume doesn’t mean you need to stay in the hospitality industry forever. In fact, the skills you’ve honed by working in hospitality, like communication skills and flexibility, are easily transferable to a slew of other industries. Hospitality experience is actually a great launchpad to start a career in a different vertical, such as business, education, medicine, entertainment, technology, public service, and more - even celebrities like Tom Hanks and Lady Gaga worked in hotels and restaurants before their famous careers took off!  Resume-ready experience: Speaking of transferable skills, if you’re applying to customer service jobs outside of the hospitality sector, for example, you probably don't need to make many changes to your resume. Stats like number of calls taken per day, numbers of guests assisted, and guest satisfaction scores are all relevant to similar roles in other industries.    People skills One of the top benefits of hospitality management experience is that these jobs give you endless opportunities to develop people skills through customer experience interactions. Front-of-house roles, in particular, teach you to be more patient and flexible when working with guests. And all hospitality roles give you a chance to become a better team player and to grow your personal network. Conversational skills: If you work in a front-of-house role like check-in or concierge, you were probably a people person even before you were hired. But if not, you’ve probably gotten ample opportunity to practice your conversational skills, since engaging conversation is a key to making people feel welcome, important, and appreciated. Flexibility: Have you ever experienced an unexpected situation in your hospitality job? Most industry veterans have story after story of crazy situations which required them to think on the fly and be flexible in order to find a solution. In a hospitality role, you’ll probably, at times, need to help out in other departments or try something new, tasks which also give you the chance to embrace flexibility. Emotional intelligence: If you’ve ever been taught to anticipate a guest’s needs, then you’ve been trained to use your emotional intelligence. By reading small signals like the guest’s tone of voice and body language, you can uncover more about their wants and needs then they might even be able to tell you. Emotional intelligence is a powerful skill to master no matter where your career path takes you. Teamwork: Nearly every hospitality business has more than one employee, so you’ll likely be working on a team no matter which kind of hospitality organization you’re a part of. A great hotel or restaurant runs like a well-oiled machine, which means you’ll have the opportunity to become a better team player.  From cleaning hotel rooms to proactively handling service requests - hospitality is a team sport through and through. Leadership skills: Many hospitality organizations are hierarchical, and if you’ve started in an entry-level role, it probably won’t take long for you to get promoted to a supervisory role. Hotels and restaurants are the perfect training grounds for future managers and leaders since you can work up to managing teams of people with increasing responsibility. Patience: Whether you’re an entry-level employee or a manager, working in a hotel or restaurant will certainly teach you to be patient - not just an important career skill, but an important life skill too. Empathy: Sometimes we complain about our guests’ demands, but at the end of the day, hospitality professionals truly care. Working in the hospitality industry helps you develop empathy when you put yourself in your guest’s shoes to better understand their wants, needs, and frustrations.  Integrity: Working in a hotel offers many opportunities for you to do the right thing - sometimes instead of the easy thing. Maybe you’ve stopped a guest from driving home after a few too many drinks at the lobby bar, for example. Being a person of integrity will help you succeed in your career and in life. Confidentiality: Hospitality businesses must often keep secrets, like about high-profile guests in-house, which means every employee is entrusted with confidential matters. Working in a role that requires confidentiality proves you can be trusted with sensitive data and a high level of responsibility. Experience working with people from different backgrounds: One of the most enriching parts of working in hospitality is working with colleagues from every walk of life. It’s not uncommon to hear a variety of languages spoken in the employee locker room or work alongside people from around the world. These experiences help you appreciate diversity and become a more effective and empathetic leader. Valuable network: In addition to your colleagues, hospitality professionals have the chance to meet interesting people every day - from guests to managers to vendors. Your expansive network might lead you to opportunities you wouldn’t have known about otherwise, or perhaps one of your connections could become your employee in the future.  International experience: Working with and serving people from different cultures might not be the only international exposure you gain from a hospitality job; hospitality is a global industry, so you might also get the chance to work abroad. International work experience gives you the opportunity to learn a new language, understand different customs, and open your eyes to other cultures.   Unique perks that only a hospitality job provides Hospitality jobs don’t only pad your resume with in-demand skills, they also offer some amazing perks that you’ll never find in a traditional office job. Debating whether to switch industries? This list just might entice you to stay in hospitality. Free hotel stays: What’s one of the best benefits of working in the hotel industry? Comp nights! Besides just being a fun perk, experiencing hospitality from the guest’s perspective can help you see opportunities for improvement in your own organization or career. Career growth within one property: Hospitality businesses, especially hotels, are hierarchical, and there’s a clear trajectory to the top - the role of general manager. If you’re determined to become a GM someday, you can work your way up from an entry-level role at the same hotel. Career growth within a brand: If you work for a large hotel company like Marriott or Hilton, opportunities for internal transfers abound. If you’re a front desk manager in one city, you can likely earn the chance to transfer to a similar role at sister property in the location of your choice. International opportunities: As you move up in your hospitality career, you might also consider working abroad. Many hotel brands and groups have international transfer programs that help you sort out visas, temporary housing, and language skills to make a move to a new country easier than if you were to go at it alone. Work where people vacation: Forget the stuffy office building, if you have a career in hospitality, you might have the chance to work in some of the most beautiful destinations in the world - places where people visit on bucket-list vacations and honeymoons. Even if the hours are long, time flies when you’re surrounded by jaw-dropping architecture and picture-perfect scenery. Making a guest’s day: As a hospitality professional, you might be responsible for making guests’ dreams come true. Maybe you’re helping pull off a surprise engagement party or giving a young guest a stuffed animal; there’s a special kind of satisfaction that comes with knowing you played a role in memories for a lifetime.  Industry nights: That hospitality bond doesn’t end at the doors of your hotel or restaurant; the entire industry forms a sort of family, and many cities are home to a thriving culture of hospitality professionals. It’s common to find discounts for industry employees at local bars or special events only open to hospitality workers. Camaraderie: Hotel and restaurant employees make up one big family. There’s a special bond that forms between hospitality workers as the result of hard work, long hours, and crazy situations that you get through together.   -- Whether you're in event planning at an urban boutique hotel, a bellhop at a remote resort customer or even hotel manager at a roadside motel - customer satisfaction is everything in hospitality. These customer interactions will groom you to be a better person in both your professional and personal life.  Hotel management may seem like a challenging career path especially in the wake of the pandemic that hit last year but the pros far outweigh the cons to this fulfilling lifestyle. Did we miss any fantastic benefits of hospitality experience? Let us know!

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The 8 Best Hotel News Sites to Get Your Daily Fix

by
Hotel Tech Report
2 weeks ago

There are only so many hours in a day, so when it comes to staying on top of the latest hospitality industry news and trends, you don’t want to waste time. Quality matters. You want to invest your time in news sources with the deepest domain expertise, those that give you timely news as well as deep-dive analysis to keep you informed and prepared. To help you be most efficient with your media consumption budget, we decided to rank the top hotel new sites. What makes a great hotel news site? First and foremost is industry expertise. You want coverage that's incisive and poignant, getting right to the heart of the matter with a firm grasp on the broader industry trends. You also want clear writing that demonstrates how a topic impacts the industry. Ideally, you also want good storytellers, who can make dry business topics more interesting. To rank the best hotel news sites, we used the following parameters: editorial quality, domain expertise, publication frequency, quality of the website experience and its Alexa ranking. We also looked primarily at outlets with a significant online presence serving mostly English-speaking audiences. No doubt this post will be controversial! Of course, these are subjective rankings which do favor larger publications with bigger budgets to deliver quality news and analysis reliably. Even so, these are all reliable sources for your daily hotel news fix. As an industry, we're lucky to have such a broad array of quality resources to help guide us on our professional journeys.     #1: Wall Street Journal WSJ’s covers the business of hospitality through a different lens than the traditional hospitality trade publications. Since the WSJ’s audience is broader, and often global,  the coverage here often weaves together a variety of angles that aren’t always seen elsewhere. That’s primarily because its hospitality section includes stories from other parts of the paper, such as Business, Property Report, Real Estate and Homes. So you get a broad perspective on news that’s not entirely hospitality but nonetheless relevant. Editorial quality: 5/5. WSJ journalists are unparalleled in their depth and breadth around all things business --  especially as news relates to the global business ecosystem. Domain expertise: 4/5. There's no fully dedicated hotels reporter, so the coverage tends to be broader in nature and less industry-centric. Publication frequency: 5/5. The WSJ’s global staff covers breaking news and in-depth pieces in equal measure, providing a real-time firehose of the latest.  Website experience quality: 3/5. Paywalls help maintain the quality and reliability of the content. But they do prevent access for casual readers, so we dinged them one point for that. And another point because the desktop experience can get a bit cluttered (much better on mobile). Traffic Ranking: #129 in the U.S: 5/5.  Note: Obviously this is hard to beat, given the global size and reputation of this publication. TOTAL SCORE: 22/25   HotelNewsNow  As the editorial arm of data analytics firm STR, HotelNewsNow benefits from its parent company’s extensive data and industry expertise. The site is simple and straightforward, with content bucketed into three categories: News, Opinion and Data. There’s usually a fourth callout in the navigation bar that highlights a special section, such as earnings roundups or event coverage. For industry watchers, this is a go-to resource that provides news and analysis cleanly and concisely.  Editorial quality: 4/5. The ability to pull from the experts (and data) at STR gives the outlet a leg up over others when it comes to hotel news and analysis. It creates a data-first vibe that sets HNN apart. Domain expertise: 5/5. In addition to the well-versed editorial staff, there’s also a solid stable of guest contributors that are often more substantive than fluff.  Publication frequency: 4/5. The website is refreshed several times per day across its three main sections. Website experience quality: 5/5. The card-based format is a design best practice that follows through well on mobile. The images make it easy on the eyes and the prominent real estate for the Data Dashboard puts HNN’s value proposition front and center. The site is also easy to search, which wins it top marks. Traffic Ranking: #59,130 in the U.S. 4/5.  TOTAL SCORE: 22/25     Skift With recent acquisitions in aviation and events, Skift has become a well-rounded resource across many industry segments. Its coverage is often more ambitious in scope, although it has moved to a tiered paywall during the pandemic. Its hotel coverage is typically a blend of well-reported deep dives and higher-level newsy stories.  Editorial quality: 5/5. The scope of coverage encompasses all aspects of the industry and how everything relates to each other. With reports, newsletters and podcasts, there’s a lot of context for what’s happening not just in hotels but travel.  Domain expertise: 4/5. Alongside a dedicated hospitality reporter, the publication maintains a deep bench of qualified journalists who are experts in their coverage beats. Publication frequency: 4/5. Given the focus more on more extensively-reported coverage than other more B2B industry publications, content is published less frequently than the rapid-fire cadence elsewhere. That’s also due to the single reporter (rather than a full team covering just hotels). Website experience quality: 4/5. The website is more modern than most and maintains that experience via mobile as well.  Traffic Ranking: #9,303 in the U.S. 5/5. Skift’s traffic reflects its growing stable of brands; it’s one of the most-visited sites covering the business of travel.  TOTAL SCORE: 21/25     Phocuswire Phocuswire is the travel technology arm of Phocuswright. The hotel coverage focuses on the impact and application of technology in the industry. There's also extensive coverage of startups and other emerging trends, and, thanks to Phocuswright’s network of travel media brands, the coverage has a strong global focus. Editorial quality: 4/5. Phocuswire’s editorial team is well-versed in travel technology and has a broad foundation to build on. The stories range from the deeply-reported to topical quick hits.    Videos and podcasts augment written coverage to provide a variety of perspectives. Domain expertise: 4/5. The focus on the technology side of the business sets it apart.  And, although some contributed perspectives aren't as good as others, Phocuswire’s acceptance of external opinions broadens its diversity of perspectives. Publication frequency: 5/5. Frequent updates keep things fresh and relevant. Website experience quality: 4/5. The website is relatively clear, although there is a lot of information to process within the several sliders. It can sometimes be hard to know where to click first. On mobile, the content is easy-to-scroll and generally avoids invasive ads that plague other outlets. Traffic Ranking: #25,654 in the U.S: 4/5    TOTAL SCORE: 21/25     Hotel Management  Hotel Management is part of the global B2B trade company Questex. It focuses on all aspects of the business, including financing, operations, procurement, hotel technology and financial performance. Overall, it’s a solid choice for staying on top of the latest hotel news, as well as recent surveys and reports around hotel industry trends.  Editorial quality: 4/5. The stories are definitely more vendor-focused and are more quick-hit updates rather than thematic deep dives.  Domain expertise: 4/5. The editorial team has a long history of covering the hotel industry and use that knowledge to inform their coverage. Publication frequency: 5/5. Frequent updates on the website and also a monthly digital magazine. Website experience quality: 4/5. The website is minimalist, focusing on the content with a reasonable amount of ads. This experience mostly follows through on mobile, although ads take up too much space at the top of the smaller screen, pushing content down below the fold. That’s less of an issue on larger screens. Traffic Ranking: 2/5. #65,490 in the U.S. TOTAL SCORE: 20/25     SmartBrief  The Hospitality SmartBrief is an easy and convenient way to stay on top of the latest news and analysis. Each day’s new stories are curated and summarized by the editors, which then publish the stories on the website and in an email newsletter. There are also separate newsletters for spa professionals, travel professionals and those in gaming. It’s part of a massive 275+ industry coverage map, so they’ve got this format down.  Editorial quality: 3/5 The editorial curation is superb. It’s an efficient way to stay in the loop. But since SmartBrief doesn't create any of its own content, the score is a bit lower in comparison to others. We wanted to be fair given the costs of supporting the editorial quality of the other ranked publications.  Domain expertise: 4/5 The editors do a great job summarizing each news story in a way that surfaces the most important and relevant aspects for their audience of hospitality professionals. Publication frequency: 4/5 The newsletter goes out daily. Other outlets publish several times per day though, a frequency that gives you more real-time information.  Website experience quality: 4/5 Simple and straightforward, it’s less cluttered than others on this list. Traffic Ranking: #4,587 in the U.S: 4/5 Note: This doesn't tell the whole story, as it includes all industry segments and doesn’t reflect the newsletter subscribers. TOTAL SCORE: 19/25     Lodging Magazine Lodging Magazine is a publication of the AHLA. Its online component features content across a broad array of categories, from finance, guest experience and operations to technology, people and design. There aren't many other publications that cover so many topics with a frequency and quality as this one. Editorial quality: 4/5 This is a comprehensive resource for all aspects of the hotel business. It’s specifically geared towards the hotel professional and not just the vendors serving the industry. Yet, it’s heavier on the vendor content so we took off a point. Domain expertise: 4/5 As the official publication of AHLA, it can lean on all kinds of experts across the industry, as well as others serving the industry. This makes it very authoritative in its field. Publication frequency: 5/5 There’s a lot of content covering many different topics, updated many times a day, and across other mediums, such as podcasts, videos and the namesake magazine.  Website experience quality: 3/5 We know revenue is important but the repetitive advertorial pop-ups can be excessive when browsing across multiple articles in a single session. There are just too many ads! Traffic Ranking: #151,057 in the U.S: 2/5 TOTAL SCORE: 18/25     Hotel Business  Hotel Business is another source for hotel owners, investors and operators to find industry-heavy news and insights. Similar to other sites like Lodging and HotelManagement that monetize their content through vendor updates, there’s quite a bit of supplier content and high-level industry updates.  Editorial quality: 4/5 There’s a good breadth of coverage of news topics, including people moves and supplier features/updates, as well as sharing snippets of relevant business updates and demand data. Longer form articles are reserved for the magazine and then republished.  Domain expertise: 4/5 The team has been working in travel for decades and has a solid understanding of industry fundamentals and how the news impacts the industry moving forward. Publication frequency: 4/5 Daily updates, plus a regular magazine (with digital edition) and a strong slate of videos.  Website experience quality: 2/5 The website is dated and there are too many ads (a problem for all sites relying on vendor dollars). This makes it cluttered - and that extends to mobile. There’s just too much vying for our attention. Traffic Ranking: #33,041 in the U.S: 4/5  TOTAL SCORE: 18/25   TopHotel.news  TOPHOTELNEWS is a hotel news site that focuses primarily on updates from new hotel projects and chain hotels around the world. The editorial mandate also extends to featuring expert perspectives from hotel owners and operators worldwide. It’s a bit more narrow in scope than other hotel news sources yet it’s much more design-forward as far as its coverage.  Editorial quality: 2/5 Editorial content is short and mostly newsy (less analysis). Much of the content is supplier news, vendor perspectives and people updates. These are useful signposts for any hotel professional but doesn't quite match the editorial quality of other publications listed here. Domain expertise: 4/5 TOPHOTELNEWS specializes in hotel development and really shines through when it comes to its content around new hotel openings, design trends and updates on hotel development pipelines.  Publication frequency: 4/5 The content is refreshed frequently, around a few times per day.  Website experience quality: 3/5 On desktop, the auto sliders are distracting and somewhat busy, although the prominent use of images is refreshing. On mobile, the experience could be a bit more focused on speed and putting more information easily accessible without having to click around so much. Traffic Ranking: #516,698 in the U.S: 1/5  Traffic is much lower than others but this is also serving a specific niche of those in hotel design and development.   TOTAL SCORE: 14/25   -- In addition to these websites you'll also want to make sure you follow your local hotel news channels such as the San Francisco Hotel Counsel or Las Vegas Tourism Bureau or local real estate publications.  You'll also want to keep a pulse on the press sections of major chain websites like Hilton, Hyatt, Choice Hotels, IHG, Wyndham and Marriott.  It can often be helpful to follow other travel industry websites as areas like flights and meetings may be leading indicators for hotels.  Hoteliers can feel very isolated on property so it's important to stay in the know. COVID-19 has thrust our industry into a new normal and it's more important than ever to stay on top of trending topics that affect reopening and success strategies working in other markets or adjacent verticals.  Knowledge is power and staying on top of the latest developments can have a huge impact on how your hotel handles the coronavirus crisis and other rapidly evolving market dynamics such as occupancy and RevPAR trends or even inbound tourism from markets like the Middle East, Asia, and Latin America that impact your United States business.  

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The 30 Hottest Hotel Designs of 2021

by
Hotel Tech Report
2 weeks ago

Many of us are already anticipating 2021 with optimism – and a number of new hotel properties slated to open next year are only adding to that excitement. Design trends indicate that hotel architects are emphasizing the destination, creating spaces that illuminate the natural beauty and energy of a location. Property designs incorporate smart technology with eco-friendly elements, like living greenery and seamless indoor/outdoor transitions. Sustainability also plays a role in how a hotel property incorporates existing design elements in their renovation or new design: some hotels, for instance, are taking historic sites and blending vintage architectural elements with modern amenities. Our list is packed with everything from boutique hotels to global luxury brands with some rockstar interior designers and design firms featured.  Despite the pandemic, there's still nothing like staying at a luxury hotel arriving in the hotel room, and let go of the day-to-day stresses.  From Athens to Barcelona and Malaysia to Miami, there are incredible hotels in your backyard that you probably don't even know about.  Some of us prefer ultra-modern all-glass hotels with museum-quality art collections and others prefer rugged retreats.  Whatever your preferences, design inspiration is all about taking elements from a variety of the best hotels. From insane living rooms and hotel interiors to Infiniti edge swimming pools this list will give you a taste of the high life. These 30 hotels opening in 2021 exemplify some of the hottest design trends in the hospitality industry – here’s what we have to look forward to visiting next year.   Amanvari, East Cape Baja, Mexico  Amanvari in Baja’s Eastern Cape will offer 20 contemporary, private pavilions perched on stilts in a beachfront, tropical mangrove. These modern accommodations will each have two floors with living space, wrap-around decks, and a cantilevered private pool, plus fire pits and hammocks.  Rosewood São Paulo, Brazil  Rosewood São Paulo’s striking architecture houses 180 rooms and suites in a “vertical park.” The property is designed by world-renowned architect Jean Nouvel with interiors by Philippe Starck. This property includes natural Brazilian wood blended with Italian elements.  One&Only Resorts Kea Island, Greece One&Only Resorts is coming to Kea Island, Greece with resort-style rooms, suites, and villas. The design of this property integrates classic Hellenic architecture with modern amenities and seamless indoor/outdoor transitions.  Etéreo, Riviera Maya, Mexico  Etéreo is Auberge’s latest addition in Mexico. The resort is designed to look like a series of coral stone structures that reference Mayan culture. Floating above the tropical vegetation, areas of the resort are connected by a hidden network of boardwalks and pathways.  Stanly Ranch, Napa Valley  Stanly Ranch in Napa Valley, California is one of the most highly anticipated openings of 2021. The property will include 135 cottages nestled in the vineyard, with patios that open directly onto the vines overlooking the Mayacamas Mountains. We expect Stanly Ranch to incorporate lots of natural building materials, open spaces, and natural light.  Montage Big Sky, Montana Montage Big Sky is coming to Big Sky, Montana. The property is designed to provide ski-in, ski-out access to 5,800 skiable acres. In the summer, guests can enjoy an 18-hole golf course designed by Tom Weiskopf. The hotel promises to be ultra-luxurious with five-star amenities just an hour’s drive from Yellowstone National Park.  Nobu Hotel Toronto, Canada  Nobu Hotel in Toronto is a striking addition to the city’s skyline. In line with the design trend of repurposing existing building materials, Nobu Toronto is designated as a heritage site and will retain the original brick façade from the Pilkington Glass Factory previously on the site – as well as Art Deco design elements from the early 1900s. Six Senses Ibiza, Spain Six Senses in Ibiza, Spain promises to offer townhouses, pool suites and “beach cave units” overlooking the blue waters of Cala Xarraca Bay. Initial mockups of the design show minimalist, natural elements blended with the rustic appeal of the Spanish island vibe.  W Hotel Edinburgh, Scotland Designed by architecture firm Jestico + Whiles, the W Hotel in Edinburgh will incorporate a winding steel ‘ribbon’ that recalls a spiral of paper – a nod to the neighborhood’s history as a home to Edinburgh’s printing presses. The design also considers the area’s status as a UNESCO World Heritage Site in its smaller footprint.  Costa Navarino, Greece Costa Navarino is another hotel opening in Greece and part of three new areas under development in Messinia. The resort puts the natural setting first with an earth-sheltered design. Accommodations are built into the hillside with planted roofs discreet private pools.  The Langham, Gold Coast, Australia Langham Hospitality Group is opening a new hotel in Surfer’s Paradise, Australia in one of the three landmark towers of the Jewel development project. This destination will feature 180-degree views of the Pacific Ocean, plus a sky terrace and bar, an indoor free-form pool (plus a second outdoor pool), and a 700-square-meter ballroom. The Langham, Jakarta, Indonesia Langham Hospitality Group is also opening a new property in Jakarta, Indonesia – designed by Smallwood, Reynolds, Stewart, Stewart, one of the world’s top international architectural firms. The hotel will feature a 336 square meter Presidential Suite with its own outdoor terrace. Mondrian Cannes, France The Mondrian brand is slated to open a newly redesigned hotel on the city’s Promenade de la Croisette. Mondrian Cannes’ will feature custom-designed interiors by Monaco-based architects Christophe Poyet and Emil Humnert. Six Senses New York The Six Senses' new project in Manhattan will feature two twisting towers designed by architect Bjarke Ingels between the Hudson River and the High Line. The interiors are going to be designed by Parisian firm Gilles & Boissier and promise to be contemporary, modern, and full of natural ambiance.  Castello di Reschio, Italy Castello di Reschio is another great example of an existing building getting a modern facelift. Located in Umbria, the owner is also an architect, and personally supervised the renovation and redesign of this 10th-century castle to include upscale amenities and modern touches.  Krugar Shalati, South Africa Krugar Shalati is a totally unique hotel coming to South Africa in 2021; it’s built inside a restored vintage train floating on a bridge above the Sabie River. The permanently parked train includes local art and furnishings to evoke the area, plus access to the game park.  Xigera, Botswana  Xigera is opening in Botswana’s Moremi Game Reserve and is designed to offer a unique safari experience – the lodge is positioned to sit over the water of the Okavango Delta so that guests can enjoy uninterrupted views of wildlife. You can also book a stay in the three-story steel baobab tree nearby. Chablé Sea of Cortez, Mexico   Chablé Sea of Cortez in Mexico uses architecture to blend with the natural environment while offering uninterrupted sea views from every room. The property will focus on wellness, with a huge spa, private beach, and ocean-front pool.  Aman New York, USA  Aman New York will take over the Crown Building, formerly the location of the Museum of Modern Art in Manhattan. The redesign retains much of the building’s historic charm paired with luxurious elements designed by Jean-Michel Gathy, a leader in hospitality design. Radisson Hotel Perm, Russia Radisson is opening its first property in Perm, Russia. The property is designed by Twelve Architects, an award-winning international architecture firm. The interior will be Scandanavian-style, while the exterior takes its inspiration from the folds of a ballerina’s skirt – a callback to when the Bolshoi ballet company was based in the city.    Casa Formentera, Spain Casa Formentera will open in Spain’s Balearic Islands in the style of beach-y, boho-chic luxury. With just 14 rooms available, this exclusive hotel will feature “neutral tones, polished concrete floors, lots of natural wood and linens, tropical plants and African style ceramics with rattan screens providing stylish touches,” according to the property’s press release. LXR Roku Kyoto, Japan LXR Roku Kyoto Resort in Japan will be set among the Takagamine Sanzan mountains, part of a 28.6-acre enclave that’s home to some of Kyoto's most notable gardens, historic architecture, and authentic tea houses. The resort was designed with the Japanese concept that “beautiful things are born from a beautiful environment” in mind. Kālesma Mykonos, Greece Kalesma will soon be the only property in the world to have pieces by designer Rick Owens – and that’s just the start. Kalesma’s look and feel is inspired by Mykonian history, with natural materials such as wood, marble, and stone giving a contemporary twist to classic Cycladic style. Four Seasons Chao Phraya River, Bangkok Four Seasons Chao Phraya River is the Four Season’s upcoming opening in Bangkok, Thailand. The interior of this prestigous hotel is designed by world-renowned architect Jean-Michel Gathy; there’s also a collection of art installations curated by Gathy. Canopy by Hilton, Kuala Lumpur  Canopy by Hilton is opening a new location in the Malaysian metropolis of Kuala Lumpur. The architecture and interior design will be inspired and influenced by its local surroundings, positioning the hotel as a natural extension of the neighborhood.  Daxton Hotel, Michigan The Daxton Hotel in Michigan is scheduled to open in early 2021 – and already taking reservations! Guests can enjoy luxurious design touches and art curated by world-famous Saatchi Art.  Pendry West Hollywood, Los Angeles The Pendry’s design and decor reflects it’s stylish position on Los Angeles’ Sunset Strip. The Pendry mixes Art Deco with contemporary, modern elements. The hotell will offer a rooftop pool, a members-only social club, live entertainment and a food and beverage menu by Wolfgang Puck. The Tasman, Australia The Tasman is Mariott’s newest project coming to Hobart, Tasmania. The hotel design echoes the building’s original heritage, maintaining Art Deco details with modern elements and luxurious amenities.   Raffles the Palm, UAE Raffles the Palm is on track to be the talles building on the UAE’s Palm Jumeirah, standing at almost 260 meters high. The hotel is set to offer 125 rooms and suites, as well as 359 branded residences – including 16 penthouses. Anantara Jinsha Chengdu Hotel, China Anantara Jinsha Chengdu is a planned urban oasis. The property will sit in front of a 47-hectare eco wetland park, one of the largest outdoor spaces in the middle of Chengdu.    If these stunning hotels are anything to go by, 2021 is shaping up to be a trend-setting year for designers and architects in the hospitality sector.   

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What is Property Management? The Beginner's Guide to Building Your Empire

by
Hotel Tech Report
3 weeks ago

Curious about property management? Whether you own an investment property, you're a property manager - or even just looking to break into the industry - you’ll gain a solid introduction to property management in this article. By the end of this page, you’ll know the differences between a property management company and an individual property manager and understand the benefits of using one or the other. Let’s get started!   Property Management Defined In short, property management is the operation and oversight of real estate assets. Property managers can work with residential properties, such as apartments, condominiums, townhouses, or detached single-family homes, or commercial properties, like shopping centers and office buildings. Property management serves as the bridge between the property owner and the tenant, and the property manager often handles maintenance and physical upkeep in addition to driving revenue and interfacing with tenants or guests. Types of Rental Properties When it comes to residential rentals, properties that look the same on the outside can be managed in completely different ways. Residential rentals can be split into two categories: short-term rentals and traditional long-term rentals. Depending on the goals and preferences of homeowners, they might decide to focus on short-term or long-term rentals. Short-term rental properties are made available for stays less than one month in duration. Some short-term rentals allow nightly reservations while others focus on weekly stays. Short-term rentals are an alternative to hotels for vacations or business trips; they’re fully furnished and usually come stocked with linens, toiletries, and kitchenware. The phrase “short-term rental” often refers to urban apartments that allow short stays, while “vacation rental” or “vacation home” refers to detached houses available for short stays. Long-term rentals, on the other hand, generally only allow stays longer than one month, and it’s not uncommon to find traditional rentals that have a 1-year minimum leasing term. These properties are usually unfurnished. Tenants can bring their own furniture, set up their own utilities, and make the place feel like home with their own decor.   Property Management Structures In some cases, the property owner manages their own property, but many owners choose to outsource the hassle of property management activities to a professional, whether that be a real estate agent, an individual property manager, or a property management company. In all of these structures, the owner pays the property manager a fee or commission for their services and pricing varies based on the level of service provided.  Some service providers only handle key hand-offs while others may manage multiple units within a larger multi-family complex and handle other facets of the operation such as: listing sites,  maintenance requests, rental income accounting, setting up VR management software and even managing housekeeping services. In popular leisure destinations, it’s common to see real estate brokers that double as property managers. Why? Many of the broker’s clients are purchasing vacation rental homes that they want to rent out during the parts of the year they’re not using the property. These broker-managers offer deep expertise in the local market and in the real estate and property management fields. Other owners might choose to hire an individual property manager to handle all property management activities. An individual property manager will be dedicated to the property and know all the ins and outs of the property, the market, and the tenants or guests. Professional property management companies also bring a wealth of experience and access to relationships with construction companies, travel agents, and other relevant connections. Some property management companies focus on a specific niche, like condos at a specific ski resort, while others manage hundreds of vacation homes of various sizes and price ranges across the world.   A Day in the Life of a Property Manager What exactly does a property manager do? Whether a company or an individual manages the property, the operational tasks will be quite similar. Property managers have two main responsibilities: maintain the physical property and handle the business aspects of the property’s operations. From a maintenance perspective, the property manager would respond to any alerts of damage or maintenance issues. If a tenant or guest notifies the property manager that there’s a leak in the bathroom, the property manager will contact a plumber and ensure the issue is resolved. The property manager will also schedule seasonal maintenance, such as winterizing pipes or cleaning gutters. The property manager is also the link between the owner and the tenant or guest. At short-term rental properties, the property manager advertises the property, manages reservations, ensures guest satisfaction, and schedules cleanings between stays. At long-term rental properties, the property manager also advertises the property, but rather than accepting reservations, they screen potential tenants, manage lease contracts, and bill tenants for rent payments.   Why use a Property Management Company? Property owners who want to outsource property management must decide whether to use a broker, an individual property manager or a property management company. Property management companies can offer several important benefits that deliver additional value for the owner and the overall business: expertise, connections, and scale. Property management companies that work with dozens or hundreds of properties and have years of experience can bring valuable expertise to the table, especially for short-term rentals. These companies know how to market properties online, delight guests, and provide great experiences. Their operations are a well-oiled machine, and they know the nuances of hospitality, marketing, and legal requirements in the area. In addition to operational expertise, property management companies have relationships with vendors and contractors who work closely alongside them. If your property needs maintenance or decor advice, the property management company can likely snag a discount on these services. Not only that, but if the property management company provides cleaning services, furnishings, or linens, they often receive bulk discounts by operating at a larger scale, which means the owner can save money too. While property management companies can deliver a lot of benefits for owners, it’s important to remember that these benefits come at a literal cost in the form of a management fee or commission. The owner must balance their own financial goals with the efficiencies that come with using a property management company.   Property Management Licenses and Credentials Another reason that owners choose to work with property managers is that many local municipalities require specific licenses or credentials. Some states or cities require property managers to hold community management licenses or special operating licenses for short-term rentals. The application process for these licenses can be complicated and lengthy, and a professional property manager will know secrets to a successful application. Besides operating licenses, some states mandate that property management companies also hold broker’s licenses, which allows them to advertise properties via the multiple listing service (MLS) and hold showings at rental properties. Whether you’re investing in real estate for the first time or considering launching your own property management company, you can find exciting business opportunities with short-term and long-term rentals. What else do you want to learn about property management? Let us know!  

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5 Ways Hotel Technology Can Make Your Business More Efficient

by
Hotel Tech Report
4 weeks ago

Running a hotel is no easy task and hotel operations are insanely complex which is why hotel management companies are required to sit between hotel brands and hotel owners. Between managing rates and reservations on dozens of channels, keeping your teams in sync across multiple shifts, assigning rooms across various room types, and, most importantly, ensuring that guests are happy, there are a lot of opportunities for things to go wrong. And what about keeping the physical building in good shape? Organizing all of your SOPs and actioning all of these daily tasks is barely humanly possible, so how can you make sure your hotel succeeds? With the right hotel technology, you can make every department more efficient, streamline your basic hotel operations, delight guests, keep your property in tip-top shape, and even increase your RevPAR. Without it, your hotel could suffer from overworked staff, dissatisfied guests, and even physical damage. Hotel tech might seem intimidating if you’re just starting to explore the possibilities, so in this article, we’ll break down how technology can prevent things from going wrong in several hotel departments.   1. Streamline & Sync Your Presence Across Hotel Booking Sites Guests today book across dozens of hotel booking sites and the booking journey is extremely complex.  Some will book on your hotel website and others on a 3rd party OTA.  Others lean on their travel agents to book on their behalf via GDS.  A modern hotel PMS like Jonas Chorum sits at the center of reservations processes and acts as your property's single source of truth with regards to inventory management.  Without a modern PMS you risk poor connections with key systems.  A bad connection with your channel manager could lead to overbooking and a weak connection with your RMS means that you are likely losing revenue from inaccurate pricing. A modern cloud-based PMS like Jonas Chorum also helps your team collaborate on reservations.  Your call center agents can quickly access and manage current bookings.  Your sales team can check to see which inventory is available and can be promised to new groups.  Your front desk agents use the PMS to create last-minute walk-in bookings.   2. Optimize Front Desk Agent Workflows with a Cloud PMS What if your front desk had no computers? Not only would the check-in process be tedious, but there are also so many opportunities for the check-in to go wrong. How would a front desk agent know which rooms are clean? How would they know about special requests? How would they search for local recommendations? A good property management system not only makes basic hotel operations more efficient for your front desk team, but it also allows the check-in process to be a positive part of the guest experience. And if you’re a hotel manager, you know that the daily hotel operations manager checklist is long enough already, so a strong property management system will allow you to automate or streamline some of these responsibilities. When a guest walks up to the front desk to check-in, your front desk staff will probably ask for their name to pull up their reservation. With a property management system in place, the front desk agent can find the guest’s booking in just a few clicks and immediately see the guest’s history, preferences, and reservation details. From there, the agent can check the guest in or out, move them to a new room, extend their stay, change their payment method, and more in seconds. Without good tech working behind the scenes, your employees would spend so much time on administrative tasks and communication that they wouldn’t be able to provide a good guest experience. You’ll save your guests from a poor front desk experience (and your front desk team’s time and energy!) when you implement an intuitive and robust property management system like Jonas Chorum.   3. Bring Teams Together with Business Intelligence and Analytics Software Managing a hotel’s finances is a difficult enough task even with technology. If your finance team needed to manually add up all of the payroll expenses, utility costs, food and beverage orders, and more, they would never catch a break! Financial software can not only keep your finance department sane, but also help you uncover trends that can prevent your hotel from losing money. Except for your finance staff, most hotel employees are blissfully unaware of the billing process. Finance staff, however, know how tedious budget season is and how time-consuming it is to invoice vendors and manage payroll. Good finance technology can save your accounting team from a mountain of work by automating payroll, creating invoice templates, and even compiling reports on the hotel’s financial activities. Rather than tracking all of your hotel’s revenue and expenses in Excel, a robust accounting system can create a P&L in a quick click of the mouse. Business intelligence isn't just about revenue management or finance, it's about bringing your department heads under one centralized roof with real-time data to empower efficient hotel administration and deliver high guest satisfaction scores.   4. Price Rooms Smarter with Revenue Tools In order to sell competitive rates, you need to have a pulse on market behavior. When are the high-demand dates? What rates are your competitors selling? Since rates change constantly, if you had to do all of this research manually, revenue managers could never keep up. Revenue management software does the heavy lifting for you by analyzing market trends to recommend the best rates for your hotel, which prevents you from leaving money on the table. Revenue management tools provide rate recommendations based on market demand and competitor rates and can update your rates automatically, which saves a lot of time. These systems are especially useful for setting rates during peak demand periods (like special events), since they save your hotel from underpriced bookings that erode your RevPAR. Of course, these systems allow you to enter your own restrictions and overrides, so you can save yourself from the risk of selling rates that are too low.   5. Maximizes the Life of FF&E with Engineering Tech Your maintenance team can’t possibly catch every leak or replace every lightbulb as soon as it goes out all on their own. The engineering team needs help from other departments (especially room attendants and front desk agents) and from technology to receive, action, and track service requests. Imagine if a housekeeper noticed that a sink was leaking in a guestroom, told a maintenance employee right away, but the maintenance employee was busy and forgot about it? A few days later, your hotel could face some costly water damage all because you didn’t have technology in place to track the maintenance issue - not to mention a potentially poor guest experience. Engineering software allows hotel staff to submit service orders that can be actioned by the maintenance team, ensuring that nothing gets overlooked or forgotten. The engineering team can even access these systems from their smartphones, so if an urgent service request comes up, someone can handle it immediately. These systems also track requests in a queue, which means team members can hold each other accountable, and you can analyze trends to see which requests occur more frequently. Armed with this knowledge, your hotel can stay in perfect condition for years to come, and guests won’t keep calling the front desk about the lightbulb that hasn’t been replaced for three days. --   By now, we hope you understand just how crucial technology is for basic hotel operations. Your hotel manager duties and responsibilities are hard enough without the added stress of service recovery, missed revenue, or maintenance issues. You can prevent all kinds of guest experience failures and potential back-of-house mistakes by implementing good hotel technology that allows you to organize, automate, and streamline tasks. Besides helping you avoid these potential hiccups, good technology will free up your time so you can think strategically and delight guests.  

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Operations Category Press Releases

Optii Achieves Level II Global Support Certification

Hotel Tech Report
1 month ago

This week, Optii earned Hotel Tech Report’s level II Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four 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. “The Optii team is hyper focused on developing support processes tailored to their users’ needs.  Optii not only offers 24/7 support to cater to less tech savvy housekeeping users, but the team also delivers quarterly business reviews for managers where the team presents data visualizations and analysis showing how they can improve their efficiency,” Hotel Tech Report co-founder Adam Hollander. “We work in an industry whose sole objective is to provide outstanding service, working with professionals who can smell bad service from a mile away. In addition, the incumbent gorillas are known for bad service. By providing prompt, efficient and knowledgeable support and general assistance, we are therefore able to stand out and instil a sense of loyalty in all of our customers," say Soenke Weiss, Founder & Chief Strategy Officer at Optii. The below GCSC assessment outlines the verified systems and processes that Optii has in place to educate, train, retain and support customers. Optii's GCSC Assessment Summary  Rubric Score: 21/34 Certification Level: Level II Customer Orientation: Customer Minded Recommendation: Recommended Support Team Size: 6 Support Team Leaders: Chris Eales & Liz Sherstad Certification Period: September 14, 2020 - September 14, 2021 Support Stack: Hubspot, SmartSheet   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 Optii 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. 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless.   GCSC Support Rubric Section II: Reactive Support  The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that Optii 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, French, Dutch, Spanish, Italian, German, Bulgarian, Russian, Czech, Belorusian, Xhosa, Swedish, Norwegian, Slovak, Portuguese, Chinese, Romanian, Taiwanese)  1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.4 24/7 support availability: Vendor offers 24/7 support to clients for around the clock assistance. 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 Optii has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service.   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 Optii has in place for clients: 2.6 Public Feedback Validation: Vendor shows positive client relationships on Hotel Tech Report with more than 10 verified client reviews. 4.12 4.5 avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.   About the Hotel Tech Report Global Customer Support Certification (GCSC) Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners. For more information please visit: https://partners.hoteltechreport.com/global-support-certification/   ABOUT OPTII America. Optii, headquartered in Austin, TX and with offices in London and Brisbane, is a hotel operations solution that leverages smarter technologies such as artificial intelligence, analytics, messaging and mobility to improve the efficiency and effectiveness of housekeeping and service delivery departments. Optii operates in real-time and allows hotels to streamline operations, reduce costs and enhance the guest experience in proven and tangible ways, without requiring capital expenditure and complex integrations. Optii is backed by Thayer Ventures and used by hotels across the world including La Cantera and The Don Cesar in the United States, Okada Manilla Resort & Casino, Le Meridien, IHG and more.  

HelloShift Achieves Level III Global Support Certification

Hotel Tech Report
4 months ago

This week, HelloShift earned Hotel Tech Report’s level III Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation. The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along HTR’s rigorous 34-point GCSC Rubric. “Typically when a company has a high employee-to-user ratio it means a more hands off service and required a more automated approach but in HelloShift's case it's quite the opposite.   The HelloShift team has really focused their support efforts towards white glove service where users have clear and open lines of communication at all times so not only can you get help on-demand, but clients often get responses from the founders which builds unique personal relationships with customers” Hotel Tech Report co-founder Adam Hollander. "As a SAAS (Software As A Service) company, we're in the service business. If our customers aren’t successful with our software, we have failed. We think of our support team as our “success team” --we are only successful when our customers are successful." Sudheer Thakur, Co-Founder @ HelloShift The below GCSC assessment outlines the verified systems and processes that HelloShift has in place to educate, train, retain and support customers.   HelloShift's GCSC Assessment Summary  Rubric Score: 31/34 Certification Level: III Customer Orientation: Customer Focused Recommendation: Highly recommended Support Team Size: 3 Support Team Leaders: Bobbie Devereux, Customer Success Manager Certification Period: February 20, 2020-February 20, 2021 Support Stack: re:Amaze, Close.io, Google Forms, AWS, Sentry, Tutor LMS, HelloShift   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 HelloShift has in place for clients: 1.1 Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions. 2.1 Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge. 3.1 In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product. 3.2 Tooltips: Vendor offers helpful tips and hints presented when users hover over buttons and UI elements in the interface. (min of 10 in-app tooltips) 4.1 Implementation documentation/roadmap: Vendor offers clients a visual map of the steps, processes and stakeholders upon onboarding to ensure that all stakeholders are aligned to make the implementation process more seamless. 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 HelloShift has in place for clients: 1.2 Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support. 1.3 Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email) 1.4 Multi-lingual support: Vendor offers support in the languages where they have active clients 1.5 Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics. 2.2 Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel. 3.3 Contract SLAs: Vendor has service level agreement (SLA) terms in place in client contracts to guarantee that service levels are upheld. 3.5 Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features. 4.4 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 HelloShift has in place for clients: 1.7 Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction. 2.3 Product updates/changes (release notes/changelog): Vendor offers easily accessible robust documentation of feature updates and product improvements to educate clients on new ways to maximize usage of the product. 2.4 Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service. 3.6 Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service. 3.4 Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product. 4.6 Learning Management System (LMS): Vendo has a Learning Management System in place that offers videos, guided trainings and assessments for customers to be able to expand product knowledge in a structured way over time. 4.9 Dedicated customer success monitoring software: Vendor utilizes dedicated customer success software to monitor product usage and coach users to succeed with the product.   GCSC Support Rubric Section IV: Customer Validation The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings. The following are the rubric items that Hotel Tech Report has verified that HelloShift has in place for clients: 4.11 Public Feedback Validation: Vendor shows exemplary client relationships and is a top performer on Hotel Tech Report with more than 100+ verified client reviews. 4.12 4.5-star avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.   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/

15 Tech Companies Partner to Solve the Hotel Industry’s Billion Dollar Problem

Hotel Tech Report
6 months ago

15 technology companies have come together to create transparency for hotel technology buyers around the world.  The initiative, facilitated by Hotel Tech Report, rates hotel software vendor customer support processes on more than 30 key variables to help buyers make better partner decisions. Each year hotel owners lose billions of dollars due to software downtime and unused features.  By leveraging the new GCSC Global Customer Support Certification, hoteliers can confidently enter new technology partnerships with transparency into the support systems that are in place to mitigate such issues.  Software inevitably goes down and great customer support is the best defense against steep losses. Hoteliers who work with Hotel Tech Report Support Certified vendors also know that those partners have invested in training materials and content to ensure that their teams have everything they need to realize successful outcomes. The certification creates accountability in the vendor community to maintain the highest levels of service for clients through an annual audit by analysts at Hotel Tech Report, the world’s largest technology research platform and online community for the global hotel industry. Leading firms such as Mews Systems, OTA Insight and IDeaS Revenue Solutions have been key supporters of this new industry standard which paves the path for better relationships between technology firms and their hotel clients. “We initially came to Hotel Tech Report with a simple concept.  Our hypothesis was that companies with great customer support would be happy to grant full transparency around their support KPIs with Hotel Tech Report and that companies with subpar support would never give that kind of access.  The team at HTR has brought that concept to life and we’re proud to give full transparency into how we engage, educate and support our customers on a global scale. Ultimately this support certification is an easy way for hoteliers to identify the companies who really treat their clients as partners - it’s a gamechanger for the industry,” says Richard Valtr, Founder of Mews Systems. Decision makers at hotel groups often spend months researching software feature functionality and pricing - but rarely are they able to develop deep insights into how the relationship changes and the level of support their team will receive once the contract is signed. “Hoteliers are constantly rated by parties like JD Power and AAA on the service they deliver to guests which ultimately helps guests find the best hotels.  With this initiative, hoteliers can now benefit from the peace of mind that comes with knowing their future vendors have not only been pre-vetted for professional customer support prior to contract lock-in but they can also easily learn about which tools and processes are most important and which one’s prospective vendors have invested in to help them succeed beyond deal close.” ~Adam Hollander, Hotel Tech Report Poor customer support is incredibly costly for both hotel software buyers and sellers.  For buyers, poor customer support from technology vendors can lead to lost revenue, poor guest satisfaction and weak ROIs on technology spend. “When a booking engine goes down hoteliers can lose thousands of dollars each minute.  What if it takes 24-hours to reach their vendor’s support team and fix the issue? Hoteliers rarely anticipate, let alone, calculate these kinds of costs when signing up with a new vendor because they’re out of sight and out of mind.  Once it happens to them they go into a panic and wish they knew ahead of time,” says Hollander. Another benefit of strong customer engagement processes is maximization of software feature functionality.  A study conducted on 3.8M software users shows that $30B is wasted each year on unused software in the U.S. alone.  Vendors that meet Hotel Tech Report’s support certification have been pre-vetted for the tools and processes necessary to ensure that hotel teams will be properly trained on all feature functionality which ultimately helps them maximize their investments in software and achieve higher ROIs on their software spend.  "45% of software features across the SaaS sector never get used. This is a huge waste. While OTA Insight's usage stats show that the intuitive features in our tools are very well used, we strive for more than just delivering software that works properly; we're committed to ensuring that clients can maximize their investments by ensuring our products and functionality are simple, intuitive and add value. With a heavy focus on customer feedback and input, this informs our ongoing product development," says James Parsons of OTA Insight. Founding members of the GCSC Customer Support Certification rallied across the globe to bring this initiative to life.  Each founding member granted Hotel Tech Report access to their internal systems for the team to rate service delivery with its proprietary support certification framework.     Founding Members of the Global Support Certification include:  Mews Systems (Prague) IDeaS (Minneapolis) OTA Insight (London) TrustYou (Munich) Travel Tripper (New York) Hotelchamp (Amsterdam) Oaky (Amsterdam) Revinate (San Francisco) D-EDGE (Paris) Pace (London) Beekeeper (Zurich) RevControl (Eindhoven) Hotel Effectiveness (Atlanta) GuestRevu (Port Alfred) Stardekk (Brugge) The GCSC Global Customer Support Certification is now live for hotel technology suppliers to apply for certification.  This budget season, for the first time ever, hotel tech buyers can easily vet customer support for future vendors and access support certification details right from company profiles on Hotel Tech Report. Learn more about the certification

Registration is Now Open for the 2020 HotelTechAwards

Hotel Tech Report
1 year ago

Registration is now open for the 2020 HotelTechAwards (www.hoteltechawards.com), the industry's only data driven awards platform that recognizes best of breed hotel technology companies who win in the eyes of the judges that matter most - their customers. 2019 winners of the HotelTechAwards included top hotel technology companies such as TravelClick, Beekeeper, Screen Pilot, Atomize and Oaky. New York based ALICE won "The Best Places to Work in Hotel Tech" edging out runner up Mews Systems (10 Best Places to Work in Hotel Tech). "Revenue generation and operations have become very complex for hotels, threatening profitability and detracting from the customer experience. The answer lies in innovative technology solutions, which can disrupt the disruptors. The HotelTechAwards recognize these technologies and their beneficial impact on the future of our industry." says Marc Heyneker, CEO at Revinate, one of the hotel tech industry's most recognized brands and 2019’s top rated Hotel CRM. Companies are competing for category leadership across marketing, revenue management, guest experience, operations and sales technology. Hotel technology companies ranging from hardware to software and service businesses like digital marketing agencies are eligible for nomination. More than 40 companies around the world have already pre-registered for the competition. Registration closes on September 1st. Voting will take place through December 31, 2019 and winners of the 2020 HotelTechAwards will be announced on January 15, 2020. "As a former hotelier there was ultimately one thing my team wanted to know about prospective technology partners," says Jordan Hollander, co-founder of Hotel Tech Report. "We wanted to know what other hoteliers like us thought about the service providers, that they were tried and true and that the company could deliver on their sales promises. The HotelTechAwards were designed to do exactly that - they help hoteliers see what people like them honestly think about products and services to help them make better decisions for their properties." Learn more about the HotelTechAwards and register now at www.hoteltechawards.com

ALICE Named Top Rated Concierge Software in the 2018 HotelTechAwards

By ALICE Hotel App
1 year ago

February 12, 2018 -  Hotel Tech Report has named ALICE 2018’s top rated Concierge Software, based on data from thousands of hoteliers in more than 40 countries around the world.  Over 100 of the world’s elite hotel technology products competed for a chance to win this prestigious title. The HotelTechAwards platform (by HotelTechReport.com) leverages real customer data to determine best of breed products that help hoteliers grow their bottom lines. “A great concierge has the power to turn an ok vacation or work trip into an incredible one.  Concierge software enables concierges to be more efficient and effective while collaborating across shifts.  Any hotel that still forces their concierge to run on pen and paper is missing a huge opportunity to surprise and delight guests,” says Hotel Tech Report’s Jordan Hollander. ALICE is poised for sustained growth in 2018, after a pivotal year raising $26M in August and acquiring Los Angeles-based GoConcierge. Hoteliers recognized ALICE’s truly world class interface design and usability,with ALICE scoring a perfect 100 on the HT-scale, and exceeding  the category average by 11%. “ALICE provides a seamless connection emphasizing guest loyalty,” says a General Manager of an independent hotel in Santa Barbara, California. To read the full review and more, head to the ALICE Concierge profile

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Operations Category Overview

As any hotelier can attest, a modern hotel operation is a tangle of systems and technologies. Navigating the options can be overwhelming and frustrating, mainly because it's impossible to know how reliable the technology is -- or how responsive customer service will be during the inevitable outage. With such high-stakes, it's easy to get caught up in the details or to delay making a final decision. 

“For an industry that’s fundamentally about human interaction, it’s ironic that technology has come to be such a big deal. But in today’s and tomorrow’s world, being strategic about how you allocate your tech investment resources is critical to the hospitality mission.” -Mark Van Amerongen, COO, Prism Hotels & Resorts

 To get to the nirvana of seamless hotel operations, it takes the best technology, customized according to each property’s needs. Irrespective of how long it takes to identify these solutions, the result should be a technology suite that works well together and is adaptable to ever-evolving guest expectations. Security and data protection should also be a priority as a hotel builds out its modern hotel operations tech stack. While your hotel may not need technology from all of these categories, each category has its own merits to carefully consider. Ask tough questions, request introductions to existing customers to prove further, and don’t rush into a decision on your hotel’s operating systems.

Here are some of the key categories to keep in mind when building your hotel operations software tech stack.

A property management system (PMS) is a software suite that property owners use to manage their business by coordinating reservations, availability, payments, and reporting in one central place.  The PMS allows property owners to check-in and check-out guests, see room availability, make adjustments to existing reservations, and schedule housekeeping or maintenance events.  With a central system, hoteliers can better manage and monitor the key metrics needed to run their business (e.g. average daily rate, occupancy, and RevPAR).

Key Features:
  • Easy-to-use interface - Train your staff quickly and can reduce the likelihood of errors.
  • Check-in/check-out guests and modify guest reservations - Keep track of guests and move them around as needed keeps you on top of your reservations and reduces the likelihood of overbookings.
  • Central dashboard - See what is happening, what needs to be done today, and monitor your key metrics.
  • Personalized taxes, fees, and policies - Customize taxes, fees, and cancellation policies in the combination that best suits your business.
  • Government compliance - Comply with local tax reporting requirements and regulations.
  • Guest communication - Improve the guest experience with automated pre and post-stay communications.
  • Reporting suite - Generate detailed production and financial reports to improve business operations.

Key Players:

Staff Collaboration Software is critical to keep your operation running smoothly.  Hotel staff are scattered around time and location -- different shifts, floors, departments, and properties -- and are highly reliant on traditional forms of communication like log books, memos and two-way radios. Staff Collaboration platforms bring everyone on the same page within a digital environment, increasing staff productivity and providing cost savings through operational efficiency. The real-time visibility into hotel operations means no more dropped tasks, miscommunication, or expensive mistakes.

Key Features:
  • Simple Communication - Social media style features like notes, tags, mentions, and comments facilitate quick communication and collaboration among hotel teams. 
  • Task Management - Add accountability and track-ability to ensure timely completion by staff. 
  • Alerts / Notifications - Prevent costly mistakes and missed deadlines. In-App Translation Promote collaboration among multilingual staff. 
  • Checklists - Automatically alert shifts and departments of routine duties to ensure nothing is overlooked. 
  • Reporting - Spot trends and identify opportunities to improve.

Key Players:

Housekeeping management software makes the hardest job on property just a little bit easier. A hotel’s ability to turn over rooms directly impacts profit and housekeeping software is dramatically speeding up that process, leading to lower costs and higher revenues. We have taken all the pieces that make up a day in the life of housekeeping and digitized them. Everything from assignment boards to failed inspection items are now managed on a cloud-based platform, providing users from line-level associates to corporate executives the ability to effortlessly review daily progress as it happens.

The secret to housekeeping is that it is, at its core, the same in all hotels; full service or focused service, 3 star or 5 star, rooms are cleaned and maintained before, during and after a guests’ stay. Because of this, the best software will add value to the process, from the associates cleaning the rooms all the way up to the ownership group’s most senior executives.

Key Features:
  • Customization - Built in ability for hotel managers to edit, change and set preferences that best suit their property on any given day in a user-friendly, flexible manner. 
  • Interdepartmental communication - Bridge the gap between departments (maintenance, management, front desk, reservations, etc.) in an easy to use manner providing faster solutions to raised issues. 
  • Mobile Alerts & Messaging - Deliver real time information between employees and managers or hotel guests and staff to increase efficiency and deliver faster results. 
  • Reporting Tool - Gather and deliver data on employees’ performance using an extensive variety of metrics to gain the most insight into productivity. 
  • Systems Integration - Avoid duplicate data entry, save time and ensure accuracy by integrating directly with other systems at each property.

Key Players:
Quore
RoomChecker
Amadeus HotSOS
OPTii
Aavgo
Flexkeeping

Guest feedback software helps you survey in real time to improve your hotel operation and identify weaknesses. If you are running a hotel today, there is only one thing that truly matters at the end of the day - that your guests are happy and would recommend you to their friends. Accepting that, you have a choice, either: (a) guess how you should operate using your gut feeling and manually figure out how every change affects your guest satisfaction or (b) automate asking your guests for feedback and let the data tell you how you’re doing and what you should improve. The latter, is what Guest Feedback Software is all about; asking for, responding to, sharing and analyzing feedback from your guests in order to improve and achieve higher guest satisfaction.

Key Features
  • Benchmarking: Benchmarking of your guest satisfaction using standardized key values will ensure you truly know how you are standing vs. your competitors. Providing a reference ensures you actually focus on the right issues.
  • Responsive Survey Design: The importance of mobile devices should be obvious and old news in the year 2018. Surveys that look and feel great on your guests mobile devices is simply a necessity to receive feedback today.
  • Import Meta-data from PMS: If a guest for example mentions that the shower head is broken, by knowing the room number the guest stayed in you can immediately fix the problem.
  • Guest Feedback Thread: If this is the 3rd time the guest stays at your hotel and 2nd time they provide feedback, a system that maintains this history about the guest will facilitate a lot more personal communication with the guest. (Beware to do this in compliance with the GDPR though!).
  • Response Management: Often guests will simply hit “reply” on the mail asking for feedback, rather than clicking the link and filling in a survey. Any vendor that sends surveys from a “dont-reply@vendor.com” will miss a lot of important feedback and booking requests.

Key Players: