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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.

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    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.

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5 IoT Solutions That Can Enhance Your Guest Experience

StayNTouch: Hotel Technology Trends Blog ·4h
The Internet of Things, or IoT for short is said to be the “Third Wave of Innovation” following the Industrial Revolution and the Internet Revolution. And it’s not hard to see why. The number of smart devices continues to increase, and according to a Statista report, 42.62 billion IoT-enabled devices will be connected to the Internet by 2022 – that is 42.62 billion everyday enabled devices working together to ease our efforts by interacting with each other online.

Online Ripple Effects: How Digital Tech Changes Guests' Offline/On-Property Expectations

StayNTouch Inc. ·10 January 2019
Bill Gates was famously quoted saying "We always overestimate the change that will occur in the next two years and underestimate the change that will occur in the next ten." Over the last decade, we have witnessed a period of rapid technological evolution. Our world is, seemingly, in a constant state of digital advancement and change. Emerging tech has entered our households, changed the way we do business, and the way brands connect with consumers and ultimately altered the way in which we live. This is exciting, in many ways -- but continuous digital innovation comes with its own set of rules. From a business standpoint especially, industry leaders must remain privy to how increased digital opportunity inspires a subsequent increase in consumer expectations. Digital technology provides countless consumer touch-points -- far more than those which existed within the traditional consumer structure. Rather, with the nudge of technology, brands and leaders have forged a direct path to consumers, to connect with consumers in a genuine, effective and targeted manner. This shift becomes especially relevant within the hospitality realm, as our industry is built upon the consistent provision of exceptional experiences and the curation of guest-centric relationships. While digital applications help to effectively offset the operational load on staff (for those tasks which can be streamlined and do not require high-touch treatment), they also open the floodgates to an influx of new guest touch-points and expectations. In fact, studies show that 67% of customers say their standards for good experiences are higher than ever, but 51% of customers say most companies fall short of their expectations for great experiences. Not only are guests hyper-connected to their devices as they travel and engage with hotel properties, but they're spending a more significant portion of their travel experience 'connected' to their social network. So, what does this mean for hoteliers? How can the hospitality industry effectively react and adapt to these large-scale changes in the tech ecosystem and, in turn, meet and exceed evolving guest expectations both online and offline? Online Doesn't Mean Impersonal It's easy to assume that the effective optimization of processes within an online platform, mobile app or device means a blitz of hands-off, impersonal interactions. This isn't the case at all. Or at least, it shouldn't be. While technology helps to streamline processes in an effective, productive manner, the prioritization of a more efficient user experience shouldn't come at the expense of genuine customer service. Guests may prefer the mobile experience for the majority of their travel touch-points, but they are still human and, as such, expect human/personalized engagement delivered through the mobile and on-property journey. Digital technology should be leveraged across all aspects of guest engagement to create a humanized experience and showcase hoteliers' understanding of what guests value. In fact, according to studies, 76% of consumers expect companies to understand their needs and expectations and 84% of customers say being treated like a person, not a number, is very important to winning their business. As Kristin Smaby so eloquently states, "In an era when companies see online support as a way to shield themselves from 'costly' interactions with their customers, it's time to consider an entirely different approach: building human-centric customer service through great people and modern technology." If anything, the utilization of digital platforms should inspire heightened responsiveness and instant gratification; catering to this generation of travelers who expect 24/7, uninhibited access and convenience. Ultimately, the real potential of the digital guest journey can only be capitalized on when hoteliers recognize that digital tech should be utilized as a driver/conduit for exceptional and hyper-responsive guest service. So, when considering new technology for your property, ask yourself -- will this enhance my hotel's ability to connect with guests in a real, personalized manner? Will the implementation of this platform enable my staff to curate a more relevant, memorable in-person experience? Using Data Responsibly With big data, comes big responsibility. The demand for personalization has become notably paramount across industries, and especially within the hospitality realm. Recent research shows that 57% of consumers are willing to share personal data in exchange for personalized offers or discounts. However, the 2017 State of Personalization Report also states that just 22% of shoppers are satisfied with the level of personalization they currently receive. This, in itself, embodies the increasing responsibility associated with digital access -- if the use of online technology provides brands with a more direct line to their consumer, those consumers want to be heard and understood. The same concept applies to hotels. If the implementation of a progressive, tech-savvy operational model and/or native apps creates more new touch-points, hotels have increased access to valuable guest data and, as such, should be empowered to curate a more personalized experience. Guests expect a streamlined journey and, more importantly, targeted and relevant engagements with your hotel, before and after every stay, both online and offline. The Hybrid Service Advantage Regardless of available mobile technology, any guests' experience with your property will be comprised of online and offline interactions. Depending on each guests' specific set of unique expectations, they may prefer a high-touch, traditional experience, or appeal more to the low-touch, self-service experience. This represents an integral opportunity to hotels, as their guest service model can expand to cater to each guests' respective needs and preferred interaction model. Those travelers who are in a rush can rely on fast, efficient mobile or self-service experiences while those travelers who crave a more high-touch relationship can benefit from dedicated, genuine staff attention. This ensures that guests receive the care and level of service they expect, while hotel staff is empowered to effectively allocate their energy and resources to those touch-points which need it most. The continued emergence and widespread embrace of digital technological innovation marks an exciting era for hospitality. Hotels across the globe are continuously raising the bar in their adoption and understanding technology and its' impact on the guest experience. Not only is the guest service model changing and reaching new heights, but guests are implored to interact with your property in new ways across social media channels, apps, and on-property with self-service and immersive technology. Those hotels which effectively capitalize on this opportunity for an enhanced connection with modern guests are, undoubtedly, setting themselves up for success in 2019 and beyond.
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2019 Technology Action Plan for Hoteliers

StayNTouch: Hotel Technology Trends Blog · 7 January 2019
Technology continues to become more and more important in the hotel industry. For consumers, technology means an easy life and their appetite for this lifestyle is insatiable. For hotels, technology can help meet the challenge of growing customer expectations and enable them to drive their business objectives better. However, technology is advancing all the time and is constantly unlocking new opportunities aimed at improving customer satisfaction and boosting internal efficiency. It’s a challenge for the hoteliers to keep up with each new development and innovation.

How Technology Can Streamline Your Team's Productivity

StayNTouch: Hotel Technology Trends Blog · 3 January 2019
It’s almost certain that you’ve experienced your fair share of operational hiccups. Whether the pain points are obvious or more subtle, a new property management software can iron out the kinks in your day-to-day operations and keep your business running as smoothly as possible. With management technology advancing by the day, an update can do a world of good.

The Hotel Technology Landscape: Challenges and Opportunities

StayNTouch: Hotel Technology Trends Blog ·17 December 2018
For any hotel to stay relevant to travelers of today, they need to be adopting the latest and greatest hotel technology the world has to offer. However, there is a vast amount of hotel technology saturating the market, competition continues to grow and new digital tools continue to permeate the market – choosing the right solution is no easy feat.

4 Ways Mobile Technology Can Improve the Hotel Guest Experience

StayNTouch: Hotel Technology Trends Blog ·10 December 2018
Research continually and consistently finds that there is a positive, statistically significant relationship between satisfaction and a host of business outcomes such as customer retention, loyalty, wallet share, referral etc. A study conducted by the Harvard Business Review found that guests who had extremely pleasant experience spend over 100% more as compared with those who had less-than-desirable encounters. Clearly, happy guests can ensure healthy revenues for hotels.

Hotel technology trends to keep an eye on in 2019

StayNTouch: Hotel Technology Trends Blog · 7 December 2018
It’s almost the end of another year and the hotel industry continues to grow at a rapid pace. Gartner research predicts that the hospitality industry is projected to be the fastest growing enterprise IT sector between 2018 and 2021.

3 Things StayNTouch Is Thankful for This Thanksgiving

StayNTouch: Hotel Technology Trends Blog ·21 November 2018
In this season of thanks, there are so many things to be thankful about – great families, fortunate events, caring friends, amazing communities, and all the gifts of life we’re all lucky to have. At StayNTouch, we’re especially thankful for all the wonderful friends, co-workers, customers, clients, and readers like you! And for the day that is in it, we would like to share with you a little note to all those who we are grateful for here at StayNTouch.

Key characteristics of outstanding customer support

StayNTouch: Hotel Technology Trends Blog ·16 November 2018
Good customer service is different from company to company, but there are some key characteristics of superior customer support.
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StayNTouch Expands Globally Leveraging Local Shiji Offices In Munich, Singapore and Sydney

StayNTouch Inc. ·15 November 2018
One of the fastest growing cloud-based PMS companies in the United States, StayNTouch was recently acquired by global hospitality software leader, Shiji Group. StayNTouch is growing its service and sales teams in line with Shiji's strategy to have a global infrastructure with strong local sales and support for all the Shiji products. The StayNTouch expansion will focus on continuing to support existing international brands such as First Hotels and independents such as Zoku, while growing their customer base exponentially."We recognize that the PMS is at the heart of a hotel's business," said Jos Schaap CEO of StayNTouch , "Leveraging Shiji's global support structure is an important step forward in bringing us closer to our customers in the EU and APac and bolstering our promise to exceptional service. When we provide exceptional service to hotels, it enhances the level of service they provide to their guests."To learn more about StayNTouch's product and service offerings, visit www.stayntouch.com.

On-Demand Service and the Culture of Convenience: What Are Guests Really Looking For?

StayNTouch Inc. · 8 November 2018
We aren't just living in a mobile age -- we are living in an 'on-demand' economy, and it is revolutionizing business models and the corresponding consumer experience across every industry. With digital platforms and apps empowering instant gratification, paired with efficient and intuitive technological properties to cater to a personalized and data-driven experience, the supply which meets the demand of customers is readily available, 24/7. The modern consumer has become accustomed to the ease of uninhibited access to messaging, e-mail, social media, e-commerce, and general online functionality through the use of their mobile device, tablet, laptops and more. Of course, with this access comes a learned preference for fast and convenient service. In fact, reports studying consumer behavior surrounding the adoption of online grocery shopping noted "convenience of delivery" as the primary motivator. Studies also show that 58% of consumers consider 'the ability to find what I want quickly and easily' as the most important factor that determined which brands win their business. Further, Harvard Business Review Centre notes that the number one factor in delivering a great customer experience is not delighting customers, but reducing their efforts. Consider this the 'culture of convenience.' This becomes especially apparent within the hospitality industry, as we witness the ways in which guest expectations are rapidly evolving with convenience and personalization as paramount factors to success. With this in mind, it's more important than ever before for hoteliers to focus on yielding to guest demands and desires for convenience and control, across every touch-point of service. Is Your Online Experience Accountable? According to Forrester, 66% of customers think that valuing their time is the most important element to consider to provide a good online customer service. Further, 53% of customers will abandon a mobile site that takes over 3 seconds to load, and for every second delay in mobile page load, conversions can fall by up to 20%. While digital platforms (PMS, CRM, apps, self-service kiosks and more) open a world of opportunity to connect with both current/prospective guests and provide immediate access, this can only be effective if the tools are virtually foolproof. Essentially, getting on board with the digital trend doesn't just mean buying into technology that almost or sometimes meets demand -- it needs to offer the complete experience to every guest, every time. If your property offers self-service kiosks, for example, is the platform user-friendly? Does it offer seamless load times and effective communications and prompts? Does your mobile check-in system work most of the time or all of the time? Does your PMS effectively empower your staff to offer guests the best possible experience? Ultimately, it is every hotelier's responsibility to effectively vet digital solutions and ensure they are investing in technology vendors that not only offer robust and tested platforms but on-going support and scalability. So, as a hotelier, ask yourself -- can you rely on the technology you have in place? And if not, what's missing? Because the ongoing curation of a reliable, seamless online guest experience will undoubtedly be integral to a hotel's success both now and in the future. Empower Your Guests With Choices No two guests are the same -- whether they are traveling for work or leisure, with family, on a wellness vacation or in town for an event --guest preferences and corresponding service expectations vary. As such, it's ever-important to offer guests a choice in service to ensure your service offering is entirely accountable to each individual guests' needs and expectations. While many guests may prefer the traditional, high-touch interaction with hotel staff at each touch-point of their stay, others may opt for a more low-touch, digital-forward experience. In fact, reports predict that by 2020, customers will manage 87% of their customer relationships without interacting with humans. So, while in-person engagement will never cease to be an integral part of the hospitality experience, the curation of a truly efficient and intuitive digital guest experience is equally paramount in the modern landscape. Find New Ways to Enhance Guest Experience s You can thank the likes of Uber, Lyft, and Amazon Prime for inspiring the on-demand economy. People expect not just information now, but the actual products and services too. Hotels must cater to how guests' demands are evolving to design fast, frictionless, mobile-centric experiences that engage today's increasingly impatient travelers. Considering that 80% of businesses believe they provide excellent customer service, but only 8% of customers agree, there is a significant disconnect between brands and their customers, and a missed opportunity to establish long-term loyalty. By increasing customer retention rates by just 5%, hotels can increase profits from 25% to 95%. Bottom line; guest service translates to revenue, and utilizing the power of intuitive digital platforms will enhance a hotels' ability to maximize that revenue opportunity. Leverage Technology That Drives HospitalityThe solution? Invest in a mobile hotel management system that offers mobile access and cross-departmental communications to enhance productivity, seamless interfaces to centralize guest data from all touchpoints, revenue-enhancing features like rate management, channel management, group management, and marketing capabilities like automated up-sells, integrated booking engine to drive direct bookings, and more. With data-backed insights making personalization easy and frictionless interactions while on the property, guests can trust in your hotel for a unique and memorable experience -- one that keeps them coming back time and time again.A recent study by H2C revealed that only 38% of respondents plan on staying with their current PMS strategy, with cloud solutions and integration (e.g., with CRM technology) as driving factors for a strategy shift. When asked about their biggest concerns with their existing PMS, 30% of respondents say lack of support from their PMS vendor, with more than half (57%) of hotel chains rating their PMS vendor as average or poor for their support services. When it comes to guests, only one-third (38%) said they could use the PMS in a 'guest-facing' way, be that managing bookings or letting them access hotel services.So how do you provide guests with what they want in the emerging era of on-demand service and the culture of convenience? Ultimately, by giving your staff the tools and technology they need to optimize services, which includes an innovative, modern PMS backed by a responsive support partnership, they can better provide your guests with everything they want, every stay, to keep them coming back! To learn more watch this complete mobile guest journey "THE NEW WAY... TO HOTEL!"
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Holding Providers Accountable is a Critical Part of a Hotel's Success

StayNTouch: Hotel Technology Trends Blog · 5 November 2018
When it comes to the hotel industry, suppliers and vendors are at the heart of many processes and activities and as such play a key, if not a critical role in your hotel’s success. Hotel operators and suppliers alike agree that forging strong, long-term relationships is critical to success. But like any relationship, it takes work. All relationships require effort to maintain, and accountability is probably the single most important element fuelling truly successful business relationship.
Article by Jos Schaap

How Technological Accountability Can Boost Guest Service

StayNTouch Inc. ·24 October 2018
Ask any leader -- regardless of industry -- what they believe is the key to driving customer experience and exceeding consumer demands, and their answer will likely detail some form of technological transformation. We have long since entered the age of the customer, which means customer experience can now be earmarked as the defining factor in the creation of brand longevity and customer loyalty. In fact, according to recent studies, 74% of respondents believe that digital is reinventing the overall experience that they deliver to customers and improving digital channels is the top action being taken to improve customer experience. Amping up digital efforts allows companies to keep pace with modern consumers -- a realization which has settled across the hospitality industry with increasing weight. Guests, whether traveling for leisure or business, expect an easy, frictionless and ultimately personalized experience as they move from point A to point B. With this in mind, hotels have quickly begun to leverage innovative technology platforms to build out their operational ecosystem and advance their technological offerings to guests. Basically, hoteliers finally realize the importance of technological accountability; which can be divided into three primary pillars: 1. Technological Accountability: API's and Interfaces 2. Service & Support Accountability: Ensuring that technology providers work together and don't point fingers when interfaces drop and offer responsive support and service for their solutions 3. Guest Service Accountability: If the technology breaks, the guest service ecosystem breaks downIs Your Hotel Accountable? Ultimately, all technological accountability, whether derived from the actual product not working (an interface not functioning, Wi-Fi speeds too slow or check-in/check-out systems failing), can and will affect guest service. This is where the notion of guest service accountability comes from. In order to provide exceptional guest service, hoteliers have to account for their everyday business actions and decisions. These are what make up and support their brand promise to each guest. Are wait times minimized and check-in/out processes streamlined? Are staff members engaged and creating unique, personalized experiences? Is the hotel mobile app working seamlessly? Are guests receiving relevant offers on their preferred devices based on their purchase history? If the technology breaks, guest service accountability will undoubtedly feel the effect of that disruption.However, when all parts of the technological ecosystem are well supported and working together at optimal levels, hotel staff can focus solely on guest service and not worry about any of the technology that surrounds them. They can trust in the digital ecosystem to back them in the way they need, without interruption, to empower them in their role as guest service providers.The Benefit of Seamless Integration and Shared Data Streams Every hotels' technological architecture can be viewed as a spider web with a myriad of different systems connected to each other internally and externally. Further, these new data streams provide hotels with the unique opportunity to better define their guests through buying behaviors, social media activity, app engagement, interests, travel type and more. With more user-centric data gathered from various sources, hotels can begin to truly personalize the guest experience. Despite this, recent studies found that only about 60% of companies are using a variety of tools and tactics to gather and act on customer insights. Considering guest personalization has become paramount in the success of modern hotels, this is a concerning gap. With the help of intuitive operational technology, hotels can finally view, understand and apply guest insights in a truly actionable manner. Of course, as our industry continues to add new and innovative solutions to enhance the guest experience, the likelihood of tech service interruptions increases. With this in mind, it becomes increasingly important for technology providers to offer seamless integrations and open APIs that can work with other platforms and data streams in cohesion. After all, service technology accountability cannot be achieved if systems are working against each other, rather than with each other, when interfaces drop, or something goes amiss. Rather, with the focus of providers on enhancing guest service while moving in lockstep with various complimentary platforms, hoteliers can ensure they are always in position to provide great guest service. It is within this discussion that we are reminded the importance of picking technology partners rather than vendors. Unlike transactional vendors, trusted partners will understand the importance of and welcome the accountability of adding value to your property while co-creating strategy, driving innovation, providing excellent support and scaling execution.Supporting Staff to Support Your Guests Even better, aligning with platforms that support unlimited interfaces on a cloud-based platform will allow your hotel to stay ahead of market trends and connect to best-of-breed solutions. This freedom of integration and access ensures your staff always has access to the best in support technology, while improving productivity and reducing training time. This keeps hotels accountable not only in their promise to provide a certain level of guest experience, but also maintains accountability with their staff. The creation of a seamlessly, supported environment for staff translates to an equally positive environment for guests and a promising future for your hotel property as a result. Meeting Your Guests Where They Are While modern guests may have differing views of what, specifically, makes a great guest experience, offering 24/7 connectivity and tailored communications is an excellent place to start. By utilizing mobile, self-service technology, your hotel provides guests with the opportunity to choose the way in which they interact with your property. They may elect to engage with staff directly, or to check-in or order room service via an app or self-service kiosk, but either way they know they have access to 24/7 support, on their terms. Giving guests complete control over their interactions and level of service helps to empower their experience, provide instant gratification and increase seamless automation where manual processes once lacked efficiency. There's no sense denying it -- to support the demands of guests, hotels require the support of systems and technology providers that are entirely accountable and reliable, in order for guests (and hoteliers alike) to reap the benefits. Partnering with the right technology providers and solutions will allow your hotel to build speed and agility into your operational model to better stay ahead of guest-centric trends and scale accordingly. Ultimately, the time is now to invest in technology that will not only transform your offerings in the eyes of the modern traveler - but will offer your property and staff uninhibited operational support both now and in the future.

IT Service Accountability Issues: They're More Common Than You Think

StayNTouch: Hotel Technology Trends Blog ·22 October 2018
In this digital generation, technology is at the core of almost all activity. It has changed the way we think and how businesses work. In the hotel industry, thousands of companies worldwide provide hundreds of software applications to help hotels and hotel companies manage operations to provide better guest service.

Key Takeaways From h2c's Global PMS Study That Every Hotelier Should Know

StayNTouch Inc. ·17 October 2018
It is a well-known fact that today's travelers have high expectations of a tech-forward, efficient and ultimately personalized experience throughout their travel journey. In many ways, this marks an exciting era in hospitality and inspires technological advancement within an industry which is often hesitant to keep pace with technological evolution. However, this shift into a more guest-centric hospitality model undeniably places newly realized pressure onto hoteliers to upgrade the tools they have in place to continuously enhance their offering and support their staff. A recent, global PMS study conducted by h2c, titled, The Future of Hotel Management Systems: Identifying the Future Role of the PMS, set out with the lofty aim to shed light on the current (and future) PMS landscape. Through means of an online survey, executive interviews, secondary research, and regional coverage, h2c was able to address the following questions:Which market dynamics call for a PMS strategy change?What level of complexity is acceptable, and where are the pain points today?How do hotels plan to avoid managing different systems of record in the future?Which level of flexibility is needed to overcome system integration issues between PMS/CRS, CRM, Content platforms and others?Which functionalities and business intelligence tools are required to easily generate customized offers?Will hotel chains rely on PMS companies' capabilities for providing competitive front ends (IBE, mobile IBE)?Is increased demand for additional services on the rise? With guest-centric functionalities becoming a driving priority for hoteliers, the subsequent demand for innovative and cloud-based PMS systems continues to grow. This global PMS study highlights lacking integrations, inadequate service, and support as significant drivers for change across the PMS landscape moving forward. By highlighting the key takeaways from this study, we can gain a better understanding of the future of the PMS landscape, and those features which hoteliers value most when considering new technology vendors. Is Your Current PMS Lacking? When asked 'Why do you think another PMS solution will be necessary?' - the majority of respondents stated that their current solution is not in the cloud (i.e., lacks scalability, automated upgrades, etc.). Further to that, lackluster functionalities, insufficient support, costly and time-consuming upgrades were cited as major drivers for change in a PMS system. Not surprisingly, integration was continuously suggested as a pain point, with 17% of respondents identifying integration with third parties as their biggest pain point. Hoteliers expressed a desire for an intuitive, seamlessly integrated system that can better share and sort guest data. But the number one pain point (30%) identified by respondents was the support offered by their current systems being largely inferior to their expectations and needs, explaining "Sometimes the support provides helpful information but most of the time the customer support is not available or provides insufficient support."This creates an increasingly frustrating experience for hoteliers who frequently require vendor support for systems that are in need of updates or to train new staff on existing platforms. With hotel employee turnover being notoriously high (topping 70 percent (Vali Centre) in 2016, while the average turnover rate for all private sector jobs was only 46 percent), this is a major problem. Not just that, but 66% of respondents stated that they do not receive supportive training services regarding planned updates to the PMS, and mobile functionality was cited as the most common missing piece amongst current PMS platforms. We also have to consider the following -- if most hoteliers can contest that their current PMS system is lacking in respect to integration, functionality, and support; how can it even begin to meet demands as an intuitive platform? In an ideal world, your PMS platform should act as the central nervous system of your hotel, offering a comprehensive dashboard of integrated applications to better inform operations, sales, planning, guest engagement and so much more. It should empower your hotel to streamline communications, increase revenue, improve staff productivity, manage operations from anywhere and stay ahead of trends with easy integration. Much like a bike without wheels, if your PMS can't offer the bare minimum requirements of integration and support (the wheels), how do you expect to reap the rewards of the more intricate pieces of a truly intuitive, cloud-based PMS? You can't -- because a bike without wheels can't be expected to move very fast. And guess what? The hospitality industry is rapidly picking up speed -- and hoteliers need to keep up. What Does the Future of PMS Look Like? If we had to summarize the undeniable takeaway from h2c's study, it's this: Investing in a mobile, cloud-based and scalable PMS platform is a vital piece of the stack to ensure optimal communication between core systems while empowering staff and operations. This PMS technology needs to be accessible across the industry, with seamless integration, robust and reliable functionality, intuitive design and superior service levels.Having worked on what became the industry standard in PMS technology I experienced first-hand how excellent service and proximity to the hotel customer is a critical part of building an efficient system. At the time the ideas of cloud based, user-friendly and mobile PMS technology wasn't on the radar. Integrations was the strong point even if it was costly.Now that cloud-based PMS' exist as stable products from multiple companies, integrations costs are reducing dramatically and open APIs that are well documented are slowly becoming the norm. This doesn't mean the problem is solved, as is evidenced in h2c's research. But the solutions exist, and hotels can benefit of them.What has yet to be properly solved is scaling service levels and support globally for the innovative and cloud-based systems. It is the critical part of any new technology. Hotels are 24/7 companies they can't really afford for critical systems to go into maintenance mode for a weekend. Or worse yet to call the startup founder out of bed from the other side of the planet, because something doesn't work anymore.Thus, the issue of integrations in isolation can be checked as solved, but without the right service and support infrastructure is isn't really solved.At StayNTouch, we have long since made this the driving principle of our offering -- however, we feel more equipped than ever before to meet the evolving demands of hotel groups and technology providers across the globe. Since being acquired by Shiji Group, our company has the unique opportunity to join a larger group globally and leverage their local sales and support resources while maintaining our commitment to service first. We believe that this commitment to enhancing service levels and standards with a global network and attentive, consumer-centric support will help facilitate the transition to a fully integrated and intuitive tech ecosystem for hoteliers across the globe. So, what does the future of PMS look like? Well, we think we have a pretty good idea -- and we'd love to share it with you, too. For more information or to request a demo, please click here.

Budget Season: The key tech considerations for 2019

StayNTouch: Hotel Technology Trends Blog ·15 October 2018
Budget season is well and truly upon us. Hotels everywhere are in the throes of preparing their annual budgets – if not close to completion. While there are many facets to every budget, each year, technology is taking up a bigger portion of hotel sales, marketing, and operations budgets. Why? Because consumer expectations are growing and technology has become imperative to enhance the guest experience. Today, guests expect technology to be at their fingertips throughout their stay, align with their smart devices and enhance their experience with your property in a way that is convenient, instantaneous and personal.
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StayNTouch Partners With Event Temple To Integrate Hotel Sales and Catering CRM With Rover Property Management System

StayNTouch Inc. ·11 October 2018
"Performance levels for hotel group and meeting revenue within the industry will often come down to how efficient your sales team can be," said Bob Graham, Co-founder of Event Temple, "You are always competing against time. We built Event Temple software to create time for hotel sales professionals by making each step of the sales process easier, from pipeline trace management, through added group blocks, to group resumes, banquet event orders, contracts, and digital signatures. Our difference is an advanced task automation system and a user interface design that a hotel's staff can learn to use in hours, not weeks.""Integration with the StayNTouch PMS adds another layer of sales efficiency to our efforts," Graham continued, "Sales professionals can now check room availability without having to open the PMS and can likewise automatically push room blocks and meeting space reservations into the PMS seamlessly. This integration translates into more time to prospect and a hotel's staff can learn to use in hours, not weeks."StayNTouch offers hotels the opportunity to integrate multiple cloud-solutions on one platform:Rover PMS: Next generation Hotel PMS, fully cloud, fits on every device, optimizes hotel operations from front desk, to groups, to housekeeping to revenue management. Simple monthly pricing that includes training, integrations, and configuration.Zest: Enables guest pre-engagement and guest services via the mobile web. Guest-enabled mobile check-in & out via smartphone or desktop. Private labeled, PMS-integrated mobile check-in &/or checkout. Bill review, preference collection, upsell opportunities, and remote key fulfillment. Promote and monetize late checkouts."The team at Event Temple has been great to work with," said Jos Schaap, CEO-Founder of StayNTouch, "We share the same belief that consumer-grade interface design for business applications will make a happier and more efficient staff. The pairing of these two systems will be very popular in the marketplace."About StayNTouch, A Shiji Group Brand StayNTouch is a "Software as a Service" mobile hotel property management system (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests.Developed with mobility in mind, the pioneering platform enables hotels to create long-lasting relationships with their guests by delivering personalized service levels that today's guests require. StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point.Powering over 90,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connects with guests.StayNTouch is a trusted partner to many of the most forward-thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Conscious Hotels, Valencia Hotels, The Freehand Hotels, First Hotels, Modus Hotels, and the Fontainebleau Miami Beach.StayNTouch was founded in 2013 by Jos Schaap. After their initial investment in the company's 2016 Series A fundraise, Shiji Group acquired StayNTouch in September of 2018.To learn more watch our video "THE NEW WAY... TO HOTEL!"Twitter: @StayNTouchIncFacebook: facebook.com/stayntouchLinkedIn: LinkedIn/stayntouchAbout Event TempleEvent Temple is a modern, cloud-based hotel CRM for sales and catering teams designed for both select and full-service hotels. The software helps hotel sales teams prospect for new accounts, manage traces, build room blocks, generate sales agreements, create banquet event orders, manage meeting space, generate reports on key performance metrics and more.Event Temple's solution helps sales teams save time and increase revenue by enabling groups to sign and pay for room blocks, meeting space and events online. The platform was also designed with simplicity and ease of use in mind and is a platform that hotels can implement and learn to use in hours, not weeks. Additionally, Event Temple has worked hard to keep implementation fees reasonable and offers value-based pricing that charges by hotel, not by user.Event Temple is trusted by hundreds of customers worldwide in North America, Europe and Asia including brands like Hilton, Holiday Inn, Element, DoubleTree, Even Hotels, Hyatt and more.To learn more visit www.eventtemple.com/hotel-crmTwitter: @eventtempleFacebook: facebook.com/eventtempleLinkedIn: LinkedIn/eventtemple

Ancillaries represent a significant opportunity for hotels

StayNTouch: Hotel Technology Trends Blog · 8 October 2018
A new trend report by Skift, sponsored by iSeatz, highlights that ancillaries will play a much more central role in the entire process of hotel and customer engagement. They will no longer be a mere supplement to other travel products but will increasingly become the main event.

What does TripAdvisor's move to social mean for hoteliers?

StayNTouch: Hotel Technology Trends Blog · 1 October 2018
If you’ve been living under a rock this past week or two you might have just missed TripAdvisor’s unveiling of its new site and mobile experience. The debut of Travel Feed, which will roll out later this year, is more or less TripAdvisor’s move into the social media world – These days, there’s a social media app for everything, the world has become more social, so naturally, TripAdvisor has made one for travel.
Article by Jos Schaap

Takeaways from the 2018 Guest Experience Assessment Report: Better Alignment of Tech & Value for Guests

StayNTouch Inc. ·25 September 2018
The relationship between hospitality and technology is ever-evolving as the demands of the modern guest continue to redefine the industry landscape. With the on-going need for guest personalization and value-driven service, the most successful hotels will be those who allocate more of their budgets for technology that actually aligns with delivering a better guest experience for all types of travelers. This may empower a self-service model for some guests, and high-touch, personalized service for others. To gain a better understanding of current guest assessment trends and technological, guest-centric advancements adopted by industry leaders, StayNTouch, Travel Tripper and TrustYou recently released an extensive study of worldwide hoteliers. The survey provides an overview of key guest experience trends to watch moving forward into 2018 and beyond while highlighting the areas in which some hotels may be lagging behind. Utilizing this information will allow hotels to better adjust their strategy for catering to, and connecting with guests in a way that instills long-term true loyalty, revenue growth and success.Key Findings: - 41.33% of respondents do not offer guests a choice of check-in method, despite this being a popular guest expectation/preference. - Only 30% of respondents felt strongly about their ability and effort to promote upsells and upgrades at check-in, signifying a common trend of missed revenue opportunity. - 74.67% of respondents say that they respond and resolve standard guest requests either quickly or very quickly. - Overwhelmingly, respondents indicated that email and phone were the primary means of communication. This highlights an area for improvement, as in-person interactions are often the ideal environment for establishing more personalized rapport with guests. - 68.46% of respondents recognize that they need to establish or improve their use or adoption of mobile technology. - 48% of respondents acknowledged that they are finding it challenging to capture or utilize guest data to personalize the guest experience. The investment in technology today is much more complicated than it was 20 years ago due to the advancement of our technological world. As we analyze current trends and popular behavioral patterns of the modern guest, it becomes evident that prioritizing the purchase of guest-facing technology should be paramount. After all, sites like Tripadvisor, Yelp, social media channels and more have empowered guests to make their own buying decisions based upon the crowd. Hotels today are in competition for guest loyalty and without the support of guest-centric technology to empower their service offering, empower their employees and ensure guest satisfaction, hotels can expect fall behind the leaders of the pack.[Webinar] How to Adapt Your Hotel's Offerings to Meet Guest's Expectations Give Your Guests the Power of Choice As we've noted before, recent studies show that 70% of guests prefer to use their smartphone to speed up check-in and services, and 67% of travelers are "more likely" to choose a hotel that allows guests to check in and open doors with a smartphone than a hotel that doesn't.To limit your guest to one method of check-in/out is to turn guests away from your hotel entirely in this modern world. Give your guests the power of choice, and ensure they continue to choose your hotel over the competition. Get on Board with Mobile It is more important than ever before to capitalize on the rise of mobile technology and empower guests with the ability to choose their preferred service model (self-service, low touch or high touch). Mobile technology for the hospitality realm includes (but is not limited to) mobile check-in/out, mobile keys, concierge, reservations, alerts, custom hotel apps and more. With 68.46% of respondents to our StayNTouch survey recognizing that they need to establish or improve their use or adoption of mobile technology, this is an ongoing movement that needs to be adopted at a faster pace to keep up with guest demands.Not only does mobile technology appeal to each guests' desire for personalization, but it empowers your staff to serve each guest better the way they truly want to be served. Enhance Your Service Model with the Modern PMSIn the past, PMS systems were never seen -- instead, they were firmly stationed behind the front desk with a server buried in the basement. While these on-premise systems served their purpose, their capacity to truly enhance a hotel's operation and guest engagement were limited in nature. Today's PMS, however, has the capability to do a seemingly unlimited number of things to directly impact guest satisfaction. With mobile-optimized, cloud-based systems that provide comprehensive, actionable insights at a glance to all hotel staff, the modern PMS allows guests to choose how they want to interact with a hotel property while freeing up staff to build relationships with guests one on one.Considering the majority (~52%) of respondents acknowledged that they are finding it challenging to capture or utilize guest data to personalize the guest experience, investing in a modern PMS system should be top of mind. Further to the enhancement of guest engagement, advanced PMS tools will help your staff to better understand and leverage guest data for personalized service. And in terms of capitalizing on revenue opportunity, modern PMS software often offers built-in prompts for upselling and upgrade opportunities.Having these capabilities as an integral part of your operational model by means of an advanced PMS tool is of incredible value to your hotel and should be prioritized accordingly.

How Combining Data & Psychology Can Increase Hotel Revenue

StayNTouch: Hotel Technology Trends Blog ·17 September 2018
Humans are, in some ways, predictable – something that can come in very handy for businesses who can take advantage of a visitors’ cognitive bias and make better decisions about the products and services they offer.
Article by Jos Schaap

How Hotels Can Leverage the Psychology of Impulse Buying to Capture More Revenue and Enhance the Guest Stay

StayNTouch Inc. ·12 September 2018
Let's consider a scenario. You're out shopping for a few household items at a local Target or Costco, but while you cross those items off your list, you come across some tempting, unrelated deals. Maybe a great deal on a new TV or electronic, a decorative item for the house, a luxury skincare item, or a gift for a loved one. In the first scenario, you fill up your cart and head for an open check-out lane. In the span of a few short minutes, you're out the door and unloading your haul into the trunk of your car. In the second scenario, you fill up your cart and head for the check-out -- only to be met with a massive line. After 10-15 minutes of standing, elbows perched on the cart while staring at its contents, you start to second guess that impulse item. Do you really need it? Is it worth the additional cost to your total spend when you just came here for a few things? With time still left to spare, you decide to ditch that item and limit your purchase to the products that you came for initially. Sure, this may not be a perfect science, but it's a typical scenario explored as we consider the psychology behind impulse buying. In fact, this is a concept that modern ventures (such as the Amazon GO stores popping up throughout the U.S.) are capitalizing on, by making the check-out process as fast and seamless as possible to ensure customers don't have any time to second guess their buying decisions. When customers don't have to worry about lines, pulling out cash or plugging in their pin numbers, the shopping experience becomes a process of harmonious, instant gratification. Think of it this way -- is an individual more likely to make it from point A to point B if the distance between those points is short, or long? The easier the path to purchase is, the easier purchasing becomes. And it's not just about a seamless purchase process -- it's also about the way items are sold to the consumer. Most of us are, consciously or not, driven by loss aversion and the desire to save. Not only do we not want to miss out on a great product/experience or perceived value that may be fleeting or limited in nature, but we love a good deal. If we see a bottle of shampoo listed for $5, that offer in itself might not peak our interest. However, if we see that same shampoo bundled as 2 for $10 (for a limited time only), that messaging is much more likely to trigger our desire to capitalize on a deal. This is what we like to call "opportunistic purchasing." According to a recent survey of 2,000 people, the average U.S. consumer makes three impulse purchases a week, adding up to $450 a month and $5,400 per year. Of those surveyed, 85% said their impulse purchase involved taking advantage of a deal or discount. Further, the average person (over the course of a lifetime) will reportedly spend over $110,000 on impulsive purchases. Of course, the concept of impulsive buying behaviors isn't solely tied to retail environments; rather, it touches almost every industry -- the hospitality realm included. With the strategic implementation of mobile-centric technology and the prioritization of operational automation, hoteliers can groom the opportunity to use impulse buying to their advantage, but unfortunately, many are still missing out. The StayNTouch, Travel Tripper and TrustYou 2018 Guest Experience Assessment Report Study revealed some surprising findings:41% of respondents do not offer their guests a choice of check-in method70% of respondents never or only sometimes convert upsells or upgrades at check-in68% of respondents recognize the need to improve their use of mobile technology to improve the guest experience.The good news is that the trend for impulse booking has seen a recent surge as consumers search for last-minute deals on flights and hotels. With online booking platforms and the option to view virtual tours, chat with hotel representatives online and book instantly, the hospitality industry has seen a 150% surge in travel-related searches for "today" and "tonight" in the past two years. Not only that, but more than 60% of U.S. travelers would consider an impulse trip based on a good hotel or flight deal, according to a study that Google conducted with Phocuswright.What does this all mean? With technology catered to the needs of impulse-driven consumers, the travel and hospitality industry is in a position to generate more revenue than ever before -- and that opportunity continues far beyond the initial booking.Consider this -- the primary pillars in the creation of a successful and profitable guest experience are the provision of value and personalization, and the ability to provide an experience that is efficient and seamless. The modern, digital-savvy guest expects to engage with platforms and businesses that are, too - digital and catered to quick, efficient service. With the help of modern tools for automation and personalization (machine learning and AI, insight-driven PMS and CRM), hoteliers can simplify and streamline the pre-stay and on-property experience like never before. While legacy PMS systems were often burdened with platform limitations, complicated upgrades and manual processes, modern PMS systems enable hoteliers to effectively automate their operational model. With insight-driven, cloud-based technology acting as the backbone of your hotel's day to day operations, your team can easily offer appealing upgrades, add-ons and upsells at each guest touch point. Hoteliers no longer have to push their staff to sell, because modern PMS technology automatically provides them with the tools to better engage with guests, individualize their experience and drive revenue.Hoteliers need to take advantage of point of sale opportunities like event tickets, spa treatments, happy hour, upgraded room type, breakfast or spa packages, early check-in or check-out later for a nominal fee. For those guests who prefer an efficient, low-touch experience and opt for a self-service kiosk, automated upgrade and offer prompts will become available to them throughout their navigation of that platform. This allows them to consider that purchase opportunity without any pressure from hotel staff, and within a process that is as quick and seamless as the tap of their finger. Why is this so effective? Because the offer is not only incentivized to their experience, but it is entirely convenient and accessible in nature.At the end of the day, upselling/cross-selling isn't just a sales tactic; it's a guest happiness tactic that can help you build deeper relationships with guests by delivering more value. Impulse purchases account for a significant chunk of the consumer spending pie - so hoteliers should invest in tools that encourage merchandising strategies to guests that not only enhance the guest journey - but also boost the hotel's bottom line. Sounds like a real win-win for everyone, doesn't it?

Does Technology Dehumanize The Travel Experience?

StayNTouch: Hotel Technology Trends Blog · 7 September 2018
If any industry lives or dies on its customer service, it has to be the hospitality industry. For almost all hotels, the process of interacting with guests has remained fundamentally unchanged for decades; hospitality involves making others feel comfortable and it is thought that these long-standing traditional values can only be successfully delivered and received as a face-to-face, or rather a human-to-human, interaction with guests. It is a very basic need for the industry.
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Newly released 2018 Guest Experience Assessment provides valuable insights to hoteliers on guest engagement

StayNTouch Inc. · 6 September 2018
StayNTouch, Travel Tripper, and TrustYou have partnered to launch a new report that examines guest experience trends and their adoption in the hotel industry. The report provides key insights and takeaways to empower hoteliers to improve their own guest-driven decisions and gain a better understanding of the market.The study surveyed more than 300 hoteliers in the U.S., Canada, and key hotspots around the globe on questions regarding check-in technology, upsell opportunities, guest communication, and more. Some key findings:41% of respondents do not offer their guests a choice of check-in method;70% of respondents never or only sometimes convert upsells or upgrades at check-in;68% of respondents recognize the need to improve their use of mobile technology to improve the guest experience.In addition, the survey also reveals interesting trends about guest communication and staff responsiveness, mobile booking and check-in, the use of guest data to improve guest stays, and the ability of hotels to capture guest feedback and act upon it.The study allows hotels to see where they stack up in comparison to their peers, as well as offers important takeaways on how hotels can move the needle forward on improving the guest experience through technology and data.Frewoini Golla, Director of Marketing for StayNTouch, noted why these findings are critical for the hotel industry. "By and large, hoteliers understand the importance of offering a unique guest experience, but understanding and evaluating the current state of the guest journey is critical for hoteliers to begin making the necessary strides in their guest engagement strategy," she said. "We are excited to have worked alongside our partners at Travel Tripper and TrustYou to offer hoteliers this comprehensive guest experience assessment report."Nancy Huang, Director of Marketing for Travel Tripper, also commented on the relevance of the study for hotel vendors. "Studies like this not only help hotels to benchmark their own performance, but they also help hospitality suppliers to better understand and adapt their technology to hotels' needs," she said.Valerie Castillo, Vice President of Sales & Marketing for TrustYou, remarked on the different perspectives between hotels and guests. "It was especially interesting for us to see the difference in how hotels and travelers assess the guest experience," she said. "We have made significant strides over the last few years, but the hospitality industry is still a ways away from perfectly mirroring guest's needs."To get your free copy of The Complete Guest Experience: How Does Your Hotel Stack Up?, download it here.About StayNTouchStayNTouch is a "Software as a Service" mobile hotel property management system (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long-lasting relationships with their guests by delivering personalized service levels that today's guests require. http://www.stayntouch.comAbout Travel TripperTravel Tripper is a full-service hospitality technology provider and strategic partner in helping hotels worldwide to generate demand, optimize conversions, and maximize revenue. Known in the industry for its constant innovation and exceptional expertise, Travel Tripper provides a comprehensive suite of solutions that empowers hotels from search to stay, including central reservation systems, hotel distribution, website and booking, and digital marketing. Learn more at www.traveltripper.com.About TrustYouTrustYou is a one-stop-shop guest feedback solution, offering the leading tools for review marketing, online reputation management, guest satisfaction surveys, and guest messaging, all in one, sophisticated product suite. Hotels use our multi-channel guest communication solution to create personalized onsite experiences. Hotels can also manage offers and upgrades for your guests in real-time via their preferred channel of communication conveniently for you from one single location. With happy guests, you can collect more positive reviews and positively influence your rating and review summaries across the web.

Guest Experience: 3 Ways Hotels Can Get It Wrong

StayNTouch: Hotel Technology Trends Blog · 5 September 2018
Did you know that for 25% of travelers it takes just one bad experience to swear off a hotel brand and find an alternative? Guests have high expectations – and they continue to rise. When hotels get the guest experience right, their guests should hardly notice, but boy, when hotels get it wrong, guests can become hyper-aware of gaps in their experience and share it with family, friends and all over review sites.
Article by Frewoini Golla

StayNTouch CEO Jos Schaap Shares His Vision For The Future Of Hotel Technology

StayNTouch Inc. ·29 August 2018
There is no shortage of great ideas -- rather, the bigger challenge can be found in bringing those great ideas to fruition and envisioning the ways in which they can change lives and better businesses. When Jos Schaap first saw a B2B application on an iPad in 2012, he wasn't merely consumed with admiration of that technology in its existing form -- he was already imagining how it could impact hoteliers. What would that look like? How could new and innovative software change the hospitality industry for the better? His determination to cultivate this idea within the hospitality industry lead to the conceptualization of StayNTouch, his company which delivers a truly mobile, cloud-based PMS.Before the realization of developing and delivering mobile solutions to hoteliers, Jos had already discovered his passion for hotel software. While working at Hilton International in the nineties as a Food & Beverage Controller, he was awarded the opportunity to lead the project of implementing a new purchasing software, a role in which he immediately thrived. Following a successful implementation, Jos was asked to travel to other Hilton locations to implement the same software, processes and best practices, which lead to his transition to a Consultant at MICROS (now known as Oracle/Micros). From that point on, Jos knew he had found his calling streamlining and automating processes for hotels with the help of cutting-edge technology combined with a vision of the future. The future is now the implementation of cloud-based PMS systems to streamline operations, drive revenues, mobilize staff and re-define the guest experience. This was where Jos settled into his stride as a hospitality industry leader, by creating a solution that enables hotels to meet and exceed the demands of their guests. "From its inception, the PMS has transformed into a dynamic platform that helps drive day-to-day hotel activities and shape strategic decisions," explains Jos. "It has become the most fundamental tool for hotels to manage and growth their business. It is the heart - streamlining operations, increasing efficiency, enhancing the guest experiences, as well as providing new avenues to boost revenue and maximize profits."A New Way to Hotel Jos believes that experience and instinct are invaluable assets for anyone in the hospitality business. Those attributes have led him to some fascinating conclusions about the present state and the future of the hotel technology industry. Citing mobile PMS as 'the New Way to Hotel' - Jos has made it his mission to ensure every feature offered by the StayNTouch platform empowers hoteliers to maximize their operational model and better connect with guests. The inclusion of mobile, cloud-based software not only provides his clientele with increased security and staff productivity but ensures they can effectively run their operation from anywhere -- and on any device. This is the kind of operational freedom hoteliers were missing for so long; and with the right ideas and process, mobile PMS has since become the driving industry standard. And for any hoteliers who find themselves wary of learning and training new employees on a new, advanced system...don't be. Utilizing user-friendly dashboards, Jos explains that this shift away from traditional, legacy PMS systems empowers staff to easily navigate the platform and access the information they need to deliver personalized guest experiences. New, cloud-based systems have designs that are simpler and created for staff to understand and to become comfortable with quickly. Training is simplified, operational efficiency remains paramount, and costs are reduced. Jos adds, "Cloud technology has enabled hoteliers to invest in powerful, modern, mobile-centric PMS systems that not only help them enhance guest engagement, but also streamline operations, realize new revenue opportunities and boost productivity.So, if mobile PMS is already in the 'now', what does Jos see for the future? When faced with this question, Jos articulated his answer without hesitation: "I think over the next five years more and more processes in hotels will be automated to ensure guests don't have to deal with the administrative part of checking-in and checking out. Hotels will run 100% on cloud systems and services, and guest communications to and from guests will be done more and more via mobile. Guest service will be a holistic combination of personal and digital."Following Your PassionAlong with his love for technology, Jos is a lifelong traveler and adventurer. "You need to be passionate in life," he says. "If you love it you can do it."A passionate CEO leads to a successful and passionate company. Jos adds, "At StayNTouch, we don't see our company as just about innovative technology. We are a brand committed to providing our customers with the very best customer service and experience every day." The future of hospitality is something we are all excited about, and with creative, solution-driven minds like Jos' at the crux of this movement -- we can only expect great things to come.

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