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  • New Global Directors Join the 2018-2019 HFTP Board

    The HFTP 2018-2019 Global Board of Directors was installed during the association's 2018 Annual Convention and introduces new directors Toni Bau, Carson Booth, CHTP and Mark Fancourt. These extensive director profiles give insight into the distinguished professions and personal goals of HFTP's newest association leaders.

  • HITEC Special: Does EU GDPR Affect U.S. Hospitality Companies?

    By Alvaro Hidalgo. The EU General Data Protection Regulation has set a path towards protecting personal data which many other countries will follow. In a global industry such as hospitality, it should be a primary objective to take the steps towards compliance.

  • HFTP Report: Hospitality Data Security — Strategy for Data Protection and Regulation Compliance

    This guide from Hospitality Financial and Technology Professionals (HFTP(R)) covers safeguards that can be implemented in hospitality businesses today, tips on how to continuously improve security and data regulation compliance.

  • HFTP GDPR Guidelines: Privacy Policies for Hotels

    This document offers points to consider in the development of a hotel’s privacy policy. In view of the multiple organisational and legal structures under which hotels operate, as well as the complexity of the third party landscape that may be part of the complete guest experience, this document serves as a guideline only.


Revinate Unveils New Guide to Help Hoteliers Navigate Loyalty Marketing

Revinate, Inc. ·21 January 2019
Revinate analyzed data from more than 200 hotel groups around the world to understand the economics of traditional loyalty programs. They found that hotels with less than 30,000 rooms cannot profitably support a proprietary points-based loyalty program.Peter Van Dorn, Revinate's Loyalty Industry Consultant explained, "Based on our analysis, the barriers to realizing ROI on proprietary points-based loyalty schemes are pretty clear for hospitality groups with less than 30,000 rooms. Fortunately, small and medium-sized hoteliers have many other effective strategies and tactics available to increase customer lifetime value and improve other measures of guest loyalty."As a result, the guide focuses on the insights and best practices that can enable small- to medium-sized hotels and brands to drive loyal behavior.Kelly Robb, Revinate's Vice President of Marketing and Growth, says, "Through our analysis of the industry's loyalty programs, it's clear that traditional points-based loyalty programs are failing smaller brands. The good news is that not only are customers ready for a change in how they're being marketed to, but new CRM technology can achieve the same objectives as a traditional loyalty program without the overhead."Download the free guide here.

Revinate Marketing Wins 2019 HotelTechAward

Revinate, Inc. ·17 January 2019
San Francisco, California - Revinate, the software as a service (SaaS) company that helps hotels transform guest data into revenue, today announced that Revinate Marketing just named 2019's Top Rated Email Marketing and CRM Product by Hotel Tech Report.The HotelTechAwards recognize companies and products that have proven to add value for hoteliers by helping them compete in the digital age. Winners of the HotelTechAwards are determined based on verified client feedback. Thousands of hoteliers across more than 120 countries provided feedback for this year's awards.Revinate's winning solution for email marketing and CRM, Revinate Marketing helps hoteliers better understand their guests to deliver more personalized communications and experiences. It empowers users to unlock the infinite power of their guest data to drive engagement and revenue throughout the entire customer journey. With an intuitive and easy-to-use design plus specialized hotel functionality, Revinate Marketing makes it possible for hoteliers to strengthen guest relationships, boost loyalty and drive revenue - all while saving time and resources."We are ecstatic that Revinate Marketing was named best email marketing and CRM solution by Hotel Tech Report," said Marc Heyneker, Co-founder and CEO at Revinate. "Our top priority has always been helping our customers drive meaningful engagement and revenue through Revinate Marketing and it's rewarding to see the impact we have made on our customers and the industry This award is a great way to kick off 2019."

House of Daniel Thwaites Selects Revinate to Power Group-Wide CRM Strategy

Revinate, Inc. ·15 January 2019
Now, all the hotels and inns within the House of Daniel Thwaites collective, in addition to the corporate marketing, will use Revinate solutions for data-driven email marketing. With Revinate Marketing Pro, the hospitality company will be able to more effectively drive direct bookings and upsells by easily segmenting its database and sending personalized communications that are proven to drive revenue.The company selected Revinate following a thorough RFP and vetting process, which included five other software companies. Jane Waterworth, Marketing Director at Daniel Thwaites said, "In the end, Revinate was the clear winner for us. In addition to providing all the functionality we needed in a very easy-to-use platform, Revinate has an impressive track record for innovation, which will allow us to stay at the forefront of technology in this ever-changing industry. It was important to us to work with a company that takes the time to focus on their customers and provide a solution for their unique needs.""We are thrilled to welcome Daniel Thwaites to the Revinate family," said Marc Heyneker, Co-Founder and CEO of Revinate. "Everyone who has worked with the Thwaites team during the selection process was struck by their unwavering focus on the guest experience. We are excited to help them turn that passion into revenue with our CRM and guest feedback solutions for hotel groups."About Revinate:Revinate enables hoteliers to transform their guest data into revenue. With Revinate Marketing and Revinate Guest Feedback, hoteliers are empowered to make smarter decisions, resulting in increased direct revenue and guest engagement. The company is backed by leading Silicon Valley investors, including Benchmark Capital, Tenaya Capital, and Sozo Ventures. Headquartered in San Francisco with regional offices in Amsterdam and Singapore, Revinate counts tens of thousands of the world's leading hotels as customers. To learn more, please visit the House of Daniel Thwaites:The House of Daniel Thwaites collective was established in 2018, bringing together hotels and inns owned by Daniel Thwaites. They are a diverse range of properties spread across the UK - from Langdale Chase on the bank of Windermere through to the Golden Lion in the heart of the market town of Settle in Yorkshire. Each of the 20+ properties is individual in style and character but what links them together is superb quality and the warmest of hospitality delivered to every guest who walks through the doors. You can find out more about the properties on the website:

Revinate Ends 2018 with Strong Company Growth and Innovation

Revinate, Inc. · 3 January 2019
In 2018, Revinate made significant investments in product and engineering, hiring Jason Standiford as VP of Engineering and promoting Dan Hang from Chief Product Officer to President and Chief Operating Officer. The team hit a major milestone by moving all its products to Amazon Web Services, bringing exceptional global performance, security, scalability, and pace of innovation. The company also made an early and strong commitment to the GDPR, building the necessary tools into its products and educating customers on the new policies.Major updates were made to Revinate Guest Feedback, including Department Scores, Segmented Surveys, Survey Sentiment Analysis, and a refreshed mobile app to help hoteliers on the go. Enhancements to Revinate Marketing included the release of Database Insights, the Image Library, Guest Preferences, Advanced Upsell Reporting, and Benchmark Reporting. Finally, Revinate launched a full suite of group-level functionalities, empowering corporate marketing leaders to easily manage, measure, and optimize performance.In 2018, Revinate announced a partnership with Duetto to enhance the power of Revinate Marketing. Now, joint customers can use Duetto's platform and its Open Pricing application, GameChanger, to dynamically price upsells and upgrades driven through Revinate Marketing. The real-time pricing solution enables personalized offers to maximize conversion and revenue.Finally, the company made executive leadership changes this year to recognize strong performance and better align the team with strategic objectives for 2019. In addition to the hiring of Standiford and promotion of Hang, Karen Stephens was promoted from VP of Customer Success to Chief Revenue Officer and Rani Croshal was promoted from Senior Director of Customer Success to VP of Customer Success. In addition, Kelly Robb was promoted from Senior Director of Marketing & Growth to VP of Marketing & Growth.Revinate's Co-Founder and CEO Marc Heyneker says, "In 2018, we continued to deliver on our promise of being first in the industry for innovation and customer service. I am thrilled with how we ended the year and am looking forward to another record-breaking year in 2019."Today, hoteliers in more than 135 countries use Revinate to manage guest feedback and guest marketing. They are supported by a global Customer Success team that provides 24/7 service and speaks more than 20 languages to provide the best support in the industry. Customers rank Revinate as the #1 CRM and Email Marketing Solution on Hotel Tech Report.

Revinate Announces Promotion of Executive Leaders

Revinate, Inc. · 3 January 2019
As Revinate's CRO, Stephens is charged with driving revenue and scaling the business while overseeing all three Go To Market teams, including Sales, Marketing and Customer Success. She began her career at Revinate in 2013 as Sr. Director of Global Accounts, closing some of its largest accounts including IHG, Fairmont and Starwood. When the company launched Revinate Marketing, its now leading CRM and email marketing solution, she led the global roll-out across the Sales team. Stephens then transitioned into the role of Vice President of Customer Success where she oversaw the teams that launch, train, support and ensure the ongoing success of Revinate's customer base.In her new role as Vice President of Customer Success, Croshal is responsible for leading the Professional Services, Training & Support and Customer Success teams, who are focused on providing exceptional support and service to Revinate's thousands of customers in more than 135 countries worldwide. Joining the team in 2012 as Sr. Director of Customer Success, Croshal has managed the customer success management team through two break-through product roll-outs across three regions: North America, EMEA and APAC, all while maintaining the industry's highest levels of customer support.Marc Heyneker, co-founder and CEO says, "We have the best Customer Success team in the industry today, thanks to the leadership of Rani Croshal and Karen Stephens. Both have done exceptional jobs in building and managing a world-class team that support tens of thousands of clients around the world. I am looking forward to working with both of them in their expanded roles as they accelerate the growth and success of Revinate in 2019 and beyond."

Eight Email Templates to Rev Up Your Email Marketing

Revinate Blog - Key Trends in Hospitality·23 October 2018
As a hotel marketer, saving time and effort seems nearly impossible. However, with email templates, you can take back several hours of your life. Eliminate repetition by creating email templates you know resonate best with your audience, you run most regularly, and you might need at the drop of a hat.

Revinate Joins SiteMinder Exchange

Revinate, Inc. ·16 October 2018
Through the connection, Revinate can now broaden its addressable market, expedite its speed to market and increase adoption of its Marketing service among hotels globally.According to Dan Hang, Chief Product Officer at Revinate, "This partnership with SiteMinder enables thousands of hotels to more easily take advantage of our Marketing service, thereby driving more direct revenue."SiteMinder's SVP global partnerships, Dai Williams, adds, "We are excited to partner with Revinate, a brand known and trusted by hoteliers all around the world. Through SiteMinder Exchange, many more hotels can now use Revinate's proven solution to access the guest data they need for today's sophisticated marketing programs and, in turn, drive revenue from targeted email campaigns."SiteMinder Exchange has attracted nearly 100 publisher (PMS) and hotel application partners since its launch in June, with dozens more in development. Designed to address the historical connectivity challenge for developers of hospitality systems, SiteMinder Exchange acts as a data layer that sits between and connects hotel PMSs and applications, which range from CRMs to upselling tools, revenue management systems and guest messaging.For more information, please contact:Ivan Carballidom: +34 687 902 | Twitter | Facebook | Blog

Five Secrets Behind Email Subject Lines that Get Opened

Revinate Blog - Key Trends in Hospitality·16 October 2018
For many hotel marketers, the most challenging part about creating an email is coming up with a compelling subject line that gets opened. But it doesn’t have to be hard if you just consider the five tips below.

Why Hotels Should Plan Emails Around Their Guest Journey

Revinate Blog - Key Trends in Hospitality· 9 October 2018
Hoteliers need to send relevant emails at every stage of the guest journey to improve the guest experience and stay top-of-mind. Learn how to engage with guests before, during, and after the stay.

Revinate #1 in Email Marketing - Here's Why We Will Stay On Top

Revinate Blog - Key Trends in Hospitality· 2 October 2018
Revinate is ranked number one in Email Marketing & CRM on Hotel Tech Report. 95% of our customers would recommend Revinate Marketing to a friend – that’s 11% higher than the category average. Given the fact that Revinate launched its Marketing product three years ago, it’s clear we’re just getting started.

Top Hotel Marketing Subject Lines of October 2018 - North America

Revinate Blog - Key Trends in Hospitality·28 September 2018
Each month, we'll look back 12 months and share the best-performing subject lines from our North American hotel customers. Check out the top five from last October.

Exclusive Interview: Amazon Recognizes Revinate as Startup to Watch

Revinate Blog - Key Trends in Hospitality·25 September 2018
We’re thrilled to have been selected by Amazon to be featured on the Amazon Web Services (AWS) Startups blog. Revinate’s Co-Founder and CEO, Marc Heyneker, and Chief Product Officer, Dan Hang, were both interviewed for the story, which focuses on how Revinate is reinvigorating the hospitality industry by providing modern solutions for hotels to engage with guests.

5 Common Mistakes Hoteliers Make When Segmenting Emails

Revinate Blog - Key Trends in Hospitality·25 September 2018
With 89% of marketers using email as their primary channel for lead generation, consumers are being inundated with messages from brands. Will your messages be ignored or deleted or opened and clicked? The answer depends on how good a job you do at segmenting your database and sending relevant, timely emails.

Revinate Nominated for Two World Travel Awards 2018

Revinate, Inc. ·24 September 2018
Revinate, the software as a service (SaaS) company that helps hotels transform guest data into revenue, today announced that it has been nominated for two World Travel Awards 2018; World's Leading Guest Feedback Solution (Revinate Guest Feedback) and World's Leading Hotel CRM Technology Provider (Revinate Marketing).World Travel Awards was established in 1993 to acknowledge, reward and celebrate excellence across all key sectors of the travel, tourism and hospitality industries. Today, the World Travel Awards brand is recognised globally as the ultimate hallmark of industry excellence. Winners are determined by industry vote."We are pleased that we have been nominated for these two global awards," says Marc Heyneker, Co-Founder and CEO at Revinate. "We have been laser focused on helping hoteliers drive revenue with our solutions for guest feedback and guest marketing and it's rewarding to see the industry acknowledge the impact we have made for tens of thousands of customers."Combining post-stay surveys and online reputation management into a single, integrated platform, Revinate Guest Feedback features customizable dashboards, streamlined workflow management and enterprise-class reporting. Other key features include department scoring and ranking, mobile integration, sentiment analysis, competitive benchmarking, and TripAdvisor and Google publishing - all helping hoteliers measure and optimize the full guest experience. Revinate customers who publish their surveys to TripAdvisor see an average 300%+ increase in new review volume and a 10%+ improved ranking.Revinate Marketing helps hoteliers better understand their guests to deliver more personalized communications and experiences. The hospitality CRM and email marketing solution empowers users to unlock the infinite power of their guest data to drive engagement and revenue throughout the entire customer journey. With an intuitive and easy-to use design plus specialized hotel functionality, Revinate Marketing makes it possible for hoteliers to strengthen guest relationships, boost loyalty and drive revenue - all while saving time and resources.

Facebook Moves From Stars to Recommendations

Revinate Blog - Key Trends in Hospitality·20 September 2018
A couple of months ago, I noticed more and more people on my Facebook feed looking for recommendations. ‘Where should I take my mother to lunch in Los Angeles?’ ‘What’s a good wellness retreat?’ ‘Where should I stay in Florida?’ As it turns out, according to Facebook, one out of every three people on Facebook uses the platform to look for recommendations and reviews.

The Ultimate Upsell Strategy to Maximize Ancillary Revenue

Revinate Blog - Key Trends in Hospitality·20 September 2018
Airlines promote seat upgrades to enhance a flight experience, and McDonald’s has been upselling its customers for years simply by asking, “Do you want fries with that?” In hospitality, upsells enhance the guest experience while generating more ancillary revenue for hotels. The best upsell strategies to consider are segmentation, timing, and email design. Keep reading to learn how you can build an upsell strategy that gets results.

Revinate Announces New Resource to Help Hoteliers Around the World Drive Maximum Results From Email

Revinate, Inc. ·13 September 2018
Revinate announced today the launch of the Email Marketing Strategy Guide, a new free resource that will help hoteliers market their business and drive more revenue from email. The guide contains more than forty topics, including setting objectives, guest journey lifecycle communications, segmentation and targeting, optimizing subject lines, A/B testing, reporting, and more. It was developed specifically for hotel marketers looking for effective ways to boost loyalty, lessen OTA dependency, and increase direct bookings and revenue.Kelly Robb, Revinate's Senior Director of Marketing and Growth, says, "Despite its proven impact in generating a return on investment and increasing engagement, email is still one of the most under-utilized marketing tactics deployed by hoteliers. This free guide is the hotel industry's most comprehensive email marketing strategy guide, packed with industry-specific best practices, innovative strategies, database maintenance tips, and much more."Email marketing spend in the U.S. is projected to increase from $2.07B in 2014 to $3.07B by 2019. But with this growth comes incredible competition for consumers' attention. The most effective way to break through the noise is by ensuring that emails are segmented and messages are targeted to the user. An analysis of Revinate customer data shows that segmentation drives a 20% higher open rate, a 70% higher click-through rate, and 73% higher revenue per recipient than non-segmented campaigns.To create the Email Marketing Strategy Guide, Revinate analyzed more than 77 million emails sent from Revinate Marketing customers in EMEA, North America and the Asia Pacific region. The results, which drive the best practices in the guide, confirm that email continues to provide a healthy, ROI-positive channel for the hospitality industry.Download the free guide here.

Top Hotel Marketing Subject Lines of September 2018 - APAC

Revinate Blog - Key Trends in Hospitality·29 August 2018
We know how tricky writing subject lines can be. We “professors” at Revinate University have been hard at work uncovering subject line insights to help inspire your next campaigns.

Top Hotel Marketing Subject Lines of September 2018 - EMEA

Revinate Blog - Key Trends in Hospitality·29 August 2018
We know how tricky writing subject lines can be. We “professors” at Revinate University have been hard at work uncovering subject line insights to help inspire your next campaigns.

The GDPR - The New Normal?

Revinate Blog - Key Trends in Hospitality·20 August 2018
Europe’s General Data Protection Regulation (GDPR) is live, and the sky hasn’t fallen. So what happens next for hoteliers? We have some of the answers here.

Key Findings from Revinate's Data Scientist: The Recipe for Email Marketing Success

Revinate Blog - Key Trends in Hospitality·15 August 2018
Email marketing is a tough formula to crack. You don’t want to send too many emails, but you can’t get by with too little. So, I analyzed user engagement in the Revinate Marketing application (app) from the past year to see what our top-performing customers are doing. I discovered some key findings you might consider to improve your own email marketing strategy.

AI and Machine Learning in Hospitality: Part III

Revinate Blog - Key Trends in Hospitality· 9 August 2018
As exciting as AI and ML may seem, we shouldn’t get overly excited about them just yet. The many benefits come with a couple things you should watch out for.

5 Common Mistakes in Email Deliverability

Revinate Blog - Key Trends in Hospitality· 7 August 2018
It’s easy for anyone to make mistakes with email marketing, especially with deliverability. One false step can make or break your email campaign, negatively impacting guest engagement and revenue potential. Now that we have a high-level foundation of basic deliverability terms from the last post, let’s talk about how to avoid some common mistakes in deliverability.

3 Ways to Find Your Best Guests Across Your Hotel Group

Revinate Blog - Key Trends in Hospitality· 2 August 2018
Communicating with guests from the group level is no easy task. Often, brand-level hotel marketers don’t have visibility into which guests have stayed where, how often they’ve stayed, and how much they’ve spent across the portfolio. However, if hoteliers want to boost repeat business, it’s important that guests are marketed to in a way that rewards them for their brand loyalty and makes them feel valued.

There's no cheating hard work

Revinate Blog - Key Trends in Hospitality· 1 August 2018
Cheaters never win, or so the saying goes. As a hotelier, while it might be tempting to manipulate reviews, a recent federal court ruling against Meriton Property Services in Australia proves that there are no shortcuts when it comes to a hotel’s online reputation. The company was fined $3 million for using a sneaky trick that prevented customers from leaving potentially negative reviews on TripAdvisor.

AI and Machine Learning in Hospitality: Part II

Revinate Blog - Key Trends in Hospitality·31 July 2018
As covered in Part I of this series, Artificial Intelligence (AI) and Machine Learning (ML) are becoming more and more prevalent across all industries. In Part II, we’ll dive deeper into hospitality-specific use cases for these technologies, helping you as a hotelier understand guest needs and preferences like never before.


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