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Ranked 8th (out of 20)
Top Alternative: ALICE (Concierge)
0 HT Score
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Monscierge (Connect Web) Overview

Elegant Connections for Empowered Guests. Monscierge is an international interactive software company that helps hotels connect todays savvy traveler to the trusted local recommendations they seek on-site and on-the-go. From lobby to phone to tablet and beyond, Monscierge has created a truly holistic system of elegant connections. Simply put, we empower hospitality professionals to better connect with their guests and stay ahead of the technology curve. Read more Less

About Monsierge (Connect Lobby)

Founded in 2009 | Headquarters in Oklahoma City, OK | 53 employees

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Features

  • Request Management
  • Reservations
  • Wake up calls
  • Lost & Found
  • Transportation
  • Smart Vendor Database
  • Package Management
  • Hotel branded confirmations & recommendations

Active Markets

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ALICE (Concierge)

New York (United States)
95 HT Score

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Ljubljana (Slovenia)
63 HT Score
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We Need To Talk About Conversion

What is conversion and why does it matter? Your conversion rate is typically defined as the percentage of how many bookings you received compared to the number of sessions to your website, and is a key metric often used to measure marketing efficiency. For booking engines using Google Analytics, the e-commerce tracking feature displays the number of bookings made and the amount of revenue generated, as well as the e-commerce conversion rate for both mobile and desktop. According to this traditional outlook a conversion is a booking. But at Bookassist we are challenging this simplistic metric. Certainly the goal for most hotel marketeers is to secure a booking and that’s where most conversion metrics end, at the point of booking. It’s a simple ‘lookers to bookers’ ratio. But what about cancellations? If you are only measuring your success in terms of bookings made, then you are masking the reality of what happens after the booking is made. Do you even know how many of your bookings go on to be cancelled?   Misconceptions about conversion In our recent article on cancellations we found that the most successful hotels are those that take a combined view of conversions and cancellations and manage both carefully. High conversion rates might look good, but they may simply be delivering high cancellation rates unless a robust cancellation strategy has been implemented. Conversion Rate Optimisation (CRO) is a marketing strategy aimed at increasing the percentage of website visitors that convert into customers and is crucial to your hotel’s online success. Your CRO strategy needs to focus on; Conversion rates therefore need to be considered alongside cancellation rates to give a true picture of success and marketing effectiveness, i.e. we need to be looking at a Net Conversion Rate. You therefore need to start tracking cancellation rates, both direct and OTA, for a more realistic conversion metric for your distribution channels and an assessment of their true effectiveness.   Net conversion rate Getting the right traffic to your website in the first place Converting those visits to bookings And making sure they stick around to actually end up staying at your hotel The real challenge for CRO is to tackle the full booking journey right through to the point of stay. The industry as a whole needs to switch mindset to reporting on net conversion rates and not just conversion from the point of view of bookings. And marketers also need to focus on their post booking strategy to minimise cancellations and increase net conversion rates. This is particularly important with the clear rise in online booking cancelation rates that we’ve been seeing throughout the industry in recent years. It is often quoted in the industry that the average website conversion rate for hotels is 2% or thereabouts. This 2% is based on the bookings made relative to the ‘total’ number of sessions to your website. Many hotel website visitors of course have no booking intent and are simply browsing the showcase aspect of your site which often includes spa facilities, restaurant, wedding and corporate pages. We’ve all done it.   Limitations of website conversion metrics So your website conversion figure is a useful benchmark but it doesn’t really tell you a lot. For example, the 2.93% conversion rate shown in figure 1 tells us simply that the website in question is performing above the industry average, but it doesn’t give you any insight into the steps that you need to take in order to improve your direct booking capability.   Figure 1: Sample Google Analytics data for a three-star Dublin city centre hotel. Because hotel websites are traditionally a cross between a showcase and an e-commerce site, a more relevant conversion metric is the booking engine conversion rate. Unlike your overall website conversion rate which is skewed and therefore lowered by your overall general-purpose traffic, your booking engine conversion rate focuses exclusively on the booking e-commerce aspect of your business and is likely a truer and more insightful measure of what your are trying to achieve. Your booking engine conversion rate and conversion goal funnel provide so much more additional information, especially where your booking engine employs Enhanced E-commerce with Google Analytics, as is available from Bookassist. Essential insights into your visitors’ paths to purchase tell us how many people enter the booking engine funnel, what room types or packages they are engaging with, where you’re losing bookers along the way, and at which stages we can improve their experience. In our opinion at Bookassist, hotels should focus on their booking engine conversion rate as a priority over the overall website conversion rate. Furthermore they should not settle for the industry average and should not be complacent around average figures. In terms of website conversion there is a lot that separates hotels who achieve figures much higher than the industry average and there are a number of factors that can cause this number to fluctuate wildly. Equally, good-performing hotels report website conversion rates lower than the industry average and that may be okay too, depending on their overall website goals and type of visitors that they want to attract. Hotels simply differ too much across the industry for industry averages to be relevant in many cases. Strong conversion rates are only possible when underpinned by a strong conversion strategy. This takes time, cost and attention but is absolutely worth the effort in terms of the resulting increase in revenue. Once a hotel’s booking conversion funnel has been optimised for an engaging and frictionless booking experience, the increase in booking and conversion opportunities will inevitably follow.   Strong conversion strategy = strong conversion rate If your website and booking process are not optimised to convert then you are just wasting your money investing in activities to increase traffic to your website. As a result of this incorrect focus, many hotels are surprised when their increase in PPC or meta search advertising spend does not result in a significant bookings uplift. Sure, the more you throw at something the more likely some of it will stick, but if the conversion issues are not addressed before you invest in bringing more people to your site you’ll find that you may only manage to increase revenue slightly, and to a degree where it is not worth the additional spend and effort.     You’d be better off spending your time and money first on making sure that your site, booking engine and booking engine setup are converting your current visitors before turning to visitor growth. Try taking that journey yourself to understand first-hand the would-be booker experience when booking a room online for your hotel. We’ve yet to come across anyone who enjoys the experience of a slow site, inaccurate information, broken links, or being forced to sift through volumes of information trying to find what they are looking for, all against a background of dubious data security. In many cases you’ve already lost your potential booking even before they check availability. By improving your website’s current conversion rate, you’ll also get better value out of your existing traffic as it’s more cost effective to generate increased revenue from your existing traffic than it is to drive more viewers to your site. Better still, if you improve your conversion rate before investing in paid online advertising, you’ll get a better return on investment on all future marketing efforts. A healthier conversion rate together with an increase in the number of visitors to your site will result in increased direct booking revenue.Consumer expectations are the same the world over - a booking experience that is speedy, seamless and secure. Friction will not be tolerated and hotels that continue to add friction to the booker’s journey will pay in terms of lower conversion and ultimately lower revenue.   CRO before SEM By improving your website’s current conversion rate, you’ll also get better value out of your existing traffic as it’s more cost effective to generate increased revenue from your existing traffic than it is to drive more viewers to your site. Better still, if you improve your conversion rate before investing in paid online advertising, you’ll get a better return on investment on all future marketing efforts. A healthier conversion rate together with an increase in the number of visitors to your site will result in increased direct booking revenue.   Frictionless booking experience Your website, booking engine and digital marketing all need to work in perfect harmony. In this holistic scenario, (a) your digital marketing effort generates traffic with high purchase intent that (b) goes on to visit your mobile-ready and fully-optimised landing page showing the best available rate and clear direct booking benefits, thereby (c) drawing that traffic into the booking engine which (d) has clarity of content and presentation that makes it simple for customers to complete their reservation with ease. Bookassist tightly integrates booking engine with website and digital marketing for a truly frictionless direct booking experience. This holistic approach is far more effective than using separate providers for each solution where that tight integration is much harder to achieve. There are a number of actions that you can take to increase both your overall website and booking engine conversion rate for desktop and for mobile. We’ll dive into the detail of successful conversion rate optimisation and share some really great success stories with you in our next article, so stay tuned! Conversion is a key measure of marketing success, but there are many misconceptions about conversion and hotels need to focus on the metrics that matter. A strong conversion strategy is needed to affect strong conversion rates. Hotels that adopt a holistic approach to remove booking friction will be rewarded in higher conversion and increased direct booking revenue.   How to increase your conversion rates There are a number of actions that you can take to increase both your overall website and booking engine conversion rate for desktop and for mobile. We’ll dive into the detail of successful conversion rate optimisation and share some really great success stories with you in our next article, so stay tuned!   Bottom Line Conversion is a key measure of marketing success, but there are many misconceptions about conversion and hotels need to focus on the metrics that matter. A strong conversion strategy is needed to affect strong conversion rates. Hotels that adopt a holistic approach to remove booking friction will be rewarded in higher conversion and increased direct booking revenue.

Universal platform for operational management of the workflow of the hotel in real-time, created by hoteliers for hoteliers

HKeeper US, LLC will be present on the HITECT19 in Minneapolis 17-20 June for the first time. We are introducing our cloud-based Software as a Service - HKeeper. It is a radically new format for real-time management of ALL working processes in the hotel and resort fields. HKeeper is a paradigm change in hotel management. HKeeper represents a universal tool for organization and control. It fundamentally transforms the interactions of all departments in digital formal with NO information lost. All in "here and now" format. HKeeper provides complete information about the efficiency in detailed Reports and Dynamic Charts in a convenient, visualized form. HKeeper works perfectly for managing properties in multiple locations! Management sees the big picture as well as the finer details across the spectrum. HKeeper enhances time management, prioritizing, and delegation and takes it to a higher level. HKeeper’s architecture consists of 12 main modules. These encompass a Centralized Logbook and Messenger, Workflow Management, Employee Management, Rooms Management, Lost and Found, Inventory, Reports, Analytics, Media and Settings. HKeeper works in desktop and mobile versions of all types of smartphones on the Android and iOS operating systems.  The mobile application functions equally well with or without Wi-Fi. The mobile app has a version for the executors and executives with the difference in the functionality an level of access to the information. Being informed on time allows you to make the right decision in time.  This can be achieved easily, with HKeeper’s unique feature: the Centralized Logbook and Messanger. This enables you to convey information to the staff instantly. Further, to immediately coordinate their actions. With Hkeeper’s Workflow module, you control changes happening in real-time and are sure that in all departments, everything is going according to plan.  Analyzing and managing expenses costs will be far easier with HKeeper by overseeing in real-time inventory, reports, and analytics by the minute.  Hkeeper allows you to measure a workability level and the quality of tasks performed. The Employees module accumulate all analytics based on task performance evaluation and time count and give full reports for each employee. Also, the employee becomes more involved. Using the HKeeper mobile app, each employee gets the ability to document an event or an action, take photographs, add remarks, and record all questions regarding guests' requests. Transmitting this information to supervisors becomes instantaneous. Decision-making becomes easy and on time. The mobile app is a real command center on the go. Once and for all management is relieved of the need for their constant physical presence in the hotel. Management is present everywhere.  We are pleased to announce that HKeeper has entered into a partnership agreement with HotBot.ai the developer of the chatbot for Hotels. It allows us to organize the guest relations service on the absolutely another level. With this, the guest has the option of booking a hotel, get access to all of its services, the order in advance what’s needed. For this, there is no need to register on specific sites - HotBot uses instant messengers and communication channels already available to the guest. HKeeper and HotBot can easily be customized for all guests’ needs - and these are processed automatically. And more: HKeeper is one of the first programs to have a Technology Integration Agreement with the HAPI streaming platform, created by Data Travel, LLC. Thanks to this collaboration, HKeeper easily integrates with all existing ICPs today. HKeeper represents a radically new level of internal organization in the hotel business. HKeeper is dynamic, efficient, and focused on providing top quality services at the lowest cost. Our team has a natural creative flair and is full of ideas and energy. Come and see us at our booth # 711   and let us show our piece of art called HKeeper!   About HKEEPER HKeeper US, LLC was established in 2017 in Orlando, Florida to develop and distribute HKeeper software. The founders of the company have long-term and invaluable experience in the hotel industry and the field of information technologies. For more information, please visit www.hkeeper.us

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