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The Deadline for GDPR is Approaching Fast. Is Your Hotel Ready?

StayNTouch Inc. ·20 February 2018
There are only a few months to go until the May 25, 2018 compliance deadline for GDPR, which is a game changer for hoteliers as it introduces a new and comprehensive set of strict data protection regulations. By this date, all hoteliers will be required to demonstrate a "reasonable level" of personal data protection. When it comes to data security, there are few sectors as vulnerable to threats as the hotel industry so as hoteliers face a need for new systems, processes and technology, many are in need of some support.If you haven't yet started - or if you have and you are still working on it - now is the time to put your GDPR readiness plan into action. To help, StayNTouch and TrustYou have created this GDPR Readiness Checklist to guide you and your team.The key areas the GDPR checklist covers include:Awareness & PlanningProcesses and SystemsData Privacy, Notifications & ConsentTechnology and ControlsPolicies, Training & ProceduresTo download the Free GDPR Readiness Checklist for Hotels, CLICK HERE or visit http://go.stayntouch.com/GDPR-Checklist.html?utm_source=HSyndicate-HSMAI-HospitalityNet.About StayNTouchStayNTouch is a "Software as a Service" hotel property management systems (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 85,000 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 connect 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, Valencia Hotels, The Freehand Hotels, First Hotels, Modus hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"About TrustYouTrustYou, the world's largest guest feedback platform, empowers hotels with solutions to drive more bookings and improve their hotel product. Through each phase of the guest journey, hotels can utilize guest feedback to enhance marketing, improve guest experiences, and achieve operational excellence. Guest feedback influences 95% of booking decisions. TrustYou Meta-Review, which incorporates hundreds of millions of hotel reviews, surveys, and social posts for over 500,000 hotels worldwide, powers guest reviews on dozens of travel sites, including Google, Kayak, and Hotels.com.*These reviews help hotels to manage and improve their performance along each step of the guest journey, from booking and pre-stay search queries, to real-time guest requests via messaging, to post-stay feedback in the form of reviews and survey responses. Through the TrustYou partner program, PMS, CRM, IBE and other hotel software providers can integrate TrustYou's guest feedback platform into their products to help their hotel clients positively influence bookings and revenue.Find more information on TrustYou and the guest feedback platform on www.trustyou.com.*TrustYou Meta-Reviews only contain verified reviews and do not include reviews from TripAdvisor

Training Your Hotel Staff On A New PMS Should Take Minutes, Not Days

StayNTouch Inc. · 6 February 2018
Time is an incredibly valuable currency, especially in the hospitality world. Running a hotel effectively requires efficiency and guest-focus to always be top of mind -- which means your staff, internal processes, guest observations (and more) all have to be firmly intact, supported and operating smoothly to ensure ongoing success. While aiming to work smarter, not harder, hoteliers frequently find themselves searching for advanced solutions to enhance daily operations and streamline management efforts. After all, the more time these solutions can save a hotel, the better. This is where the consideration of PMS solutions comes into play, as hoteliers are faced with the choice between the new generation of property management systems and older, legacy systems. The ideal PMS system will help you raise service levels, drive revenues, reduce costs, and ultimately change the way you connect with your guests. So which PMS will achieve that most effectively? New school hotel technology. High Turnover Calls For PMS Tools That Make Onboarding Easy The hospitality industry has long been known for high staff turnover rates and a high volume of employees fitting a younger demographic. Some studies measure the turnover between 31% and 34% as the industry norm. Other studies show employee turnover rates level among non-management hotel employees are up to 50%. This places additional importance on the on-boarding process each hotel has in place, demanding systems and processes that are easy for new staff to learn and master as they embrace their new role. Legacy and current PMS solutions are often limiting in this capacity, as they tend to be rather difficult and time consuming to learn, even when these solutions offer cloud-based or mobile versions. This creates a need for external trainers to come onsite simply to train staff on a solution that, quite frankly, often isn't intuitive enough to keep up with the demand of modern day hotel infrastructure. In fact, this has become a common complaint amongst industry professionals over the years --. Hotel staff are increasingly younger and more tech-savvy- with a preference for mobile devices. They will not only respond and adapt positively to technologically forward solutions that prioritize ease-of-use, but it will reduce the pressure on management to set aside additional time for extensive system training whenever they bring on a new hire. After all, training your staff on your new PMS should take minutes, not days. The new generation of PMS software is easy to use and created specifically to streamline processes such as front desk demands, rate management, reservation, housekeeping and financials. This helps to increase revenue, reduce costs, increase guest service and increase staff efficiency, all whilst also ensuring that your PMS software can connect to all technology partnerships that your hotel has in place (web booking APIs, channel management software etc.), or hopes to implement in the future. Support Your Team with Ultimate Ease-of-Use In today's hospitality landscape, ease-of-use becomes the primary factor predicting the internal adoption and success of your PMS tool. So it comes as no surprise, that a recent study conducted by Capterra revealed that 74% of field service companies counted functionality or ease of use as a top priority for choosing new software. This means the emphasis of modern-day software and technology should be usability -- hoteliers need a system which enables fast implementation, quick learning curve, great support and comprehensive training materials to support ongoing adoption. The PMS system in place should either enable the user to do something they weren't able to do before, or allow them to complete a certain activity in less time and with less expended effort. If the tool in place doesn't meet these standards, your employees will not perceive the system as being easy to use or efficient. Ultimately, your employees want to feel supported, and providing them with the right tools will not only enable them to do their best work, but will help to increase internal morale, job satisfaction and productivity as they feel confident and well-equipped in their role. An Easy to Use PMS Will Enhance Guest Service In a recent study, 70% of staff said poorly performing technology is a drain on their productivity rates. Poor technology is also demotivating and results in a drain which directly alters the level of guest service they feel enabled to provide. With a high-performing, intuitive and easy to use system in place, your employees can spend more time focusing on what matters: your guests. With advanced, mobile solutions, you can free your staff from the front desk or their respective posts and allow them to interact with guests on a more personal level. This not only enhances guest service, but also allows for efficient, responsive action when unique needs (or even set-backs) present themselves.Here are some hallmarks of usability you should look for in a hotel property management system:Instinctual and easy to learnSpeedQuick implementation and setupMobile and cloud accessEasy integrationsReliability without disruptions With these integral considerations in mind, the choice between old and new generation PMS technology becomes simple. Enable your hotel to reach optimal functionality and efficiency with an easy to use, intuitive solution that will grow with you -- not slow you down.
Article by Jos Schaap

Going Safe May Leave You Sorry When It Comes to Your Hotel Technology Decisions

StayNTouch Inc. ·30 January 2018
It has long been said that making the safe choice when investing in a hotel technology partner is always the right decision. This is a recognized phenomenon, epitomized by the traditional axiom of purchasing agents that "nobody ever got fired for buying IBM equipment." While it is true that large well-established tech brands tend to be more widely adopted and influential, they may not be the best choice for every business, and in fact, could leave you regretting your decision in the long run.We see a substantial amount of consolidation with the operations side of the hotel industry lately. Just a week ago, Wyndham Hotels purchased La Quinta, and late in 2016, Marriott added to its portfolio by purchasing Starwood Hotels. The same is true for the hotel and travel technology industry. There has been a plethora of acquisitions over the past few years. Some very large purchases have taken place within the Online Travel Agency space and the hotel technology category. One of the most significant and mystifying purchase decisions I can recall was the acquisition of Micros systems by Oracle. This purchase included the Opera platform which arguably runs the largest base of hotels in the world.In a Skift article titled "Oracle Hospitality Stumbled in Micros Integration but Says It Has Recovered" there were undoubtedly some hiccups to be felt along the way. One of the main stumbling points was actually getting anything done in the wake of this marriage between two large companies. Oracle is a huge company, world renowned for developing the best in ERP solutions. Micros/Opera, in its own right, is a huge company as well. Trying to uphold standard service practices to its base of hotel clients, whilst also indoctrinating itself into Oracle's pre-existing culture and process, proved challenging.There are countless users that are very vocal about their dissatisfaction with the level of support and innovation that has been delivered by Oracle Hospitality. One quote, echoed by many, summarizes the dismay: "A large number of hoteliers are unhappy since the reorganisation of ORACLE upon the takeover of OPERA FIDELIO. Why? Because the solutions proposed by ORACLE do not correspond to our needs."Using this large-scale acquisition as a prime example, hoteliers are reminded of the challenge that exists when trying to combine two companies together, that likely have different operational trajectories and culture. Unfortunately, in this case, Oracle miscalculated the hospitality industry and its requirement to have services delivered to them in the same responsive, professional fashion as would be expected by any hotel guest. After all, hotel tech providers, hoteliers and their partners are all in the service business and most importantly, in the innovation business.Today's guest is ever-changing. Their requirements on-property and off-property continuously evolve in complexity and older/larger companies cannot be as nimble or flexible as smaller, innovative firms. Larger companies are also constrained by internal processes and bureaucracy that can ultimately have a detrimental impact on their clients. There is an indisputable need to be quick -- very quick, in fact -- as it relates to the development of platforms within the hotel industry. Not only that, but tech solutions need to be built with a full understanding of where the market is headed to ensure that the solution delivered addresses the needs of the gusts and the hotelier.The world of property management systems development, sales, service, and support is quite competitive these days. New entrants are everywhere, and this trend will most likely continue. However, there are a few companies that have learned from the mistakes of others and have asked the hard questions regarding what today's guest really wants. And guess what? They might not always be the most prominent players, and that isn't necessarily a bad thing. In fact, these companies are the ones that you may want to partner with. The advantage of small company culture, as it pertains to hotel technology providers, is that they have not fallen victim to the constraints of scale. When a company undergoes a period of extensive (and at times, rapid) growth, they are forced to scale accordingly. While this is great for the growth of their business, something has to give in order to make that growth and movement possible. In most cases, it means their customer service model will have to adapt. While working with these smaller-scale companies that have forged their way into the marketplace with disruptive and innovative solutions, you can rest assured that you support calls will be answered, your development requests will be handled, and you will never feel like a number or just a meal ticket.Ultimately, it's more important than ever to investigate every aspect of the hotel technology that you would like to implement. Open up a strong dialogue with your prospective technology partner during the due diligence phase and ask for open, honest answers, talk to their clients and remember that sometimes 'playing it safe' may not be so safe after all. Rather, the focus should be on playing smart -- joining forces with companies who will not only progress the technological future and adaptability of your hotel, but will provide high-level care, service and support every step of the way.

Top 10 Must-Have Hotel Technologies in 2018

StayNTouch Inc. ·25 January 2018
According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Studies validate that dynamic shifts in the hotel industry are taking place in 2018 - with the dominance of digital and mobile.It is safe to say that hotel success and technology go hand in hand and hotels must step up their "technological game" if they hope to differentiate themselves and engage with guests. Being ahead of the curve will not only increase your profits, doing something new will get you extra exposure, drive loyalty and bring in new guests.Explore the top 10 must-have technologies below to determine if your hotel technology is leading, competitive or lagging.1. Self-ServiceGartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so make sure to give your guests the direction and tools they need to accomplish tasks themselves. Topping that list for the hotel industry is mobile and self-service check-in and check-out options (via mobile and lobby stations). Self-service, if done correctly, allows hotels to operate much more efficiently while at the same time providing guests with an experience that they are comfortable with. Look for an advanced cloud-based PMS with useful functions to enable self-service options such as check-in/out, mobile room service requests, late check-out requests, extended bookings, and so on.2. Cybersecurity & ComplianceYour hotel data may be at risk of cyber-attacks if you rely on unsecured technology. With the rise of the Internet of Things and the increased usage of online tools, cyber-attacks have become more frequent and prevalent. As the enforcement deadline for GDPR looms closer, it is imperative that hotels upgrade their data protection processes, or they face the risk of significant financial penalties. Hotels accepting credit card payments must already be compliant with the Payment Card Industry Data Security Standard (PCI DSS). Hotels should invest in cybersecurity technology but also provide their staff with appropriate training programs. A cloud-based PMS can be more secure than an on-premise based platform because it takes liability away from the hotel by using tokenization with ongoing updates and latest encryption included as part of the SaaS service agreement.3. Virtual Reality & Augmented RealityIn addition to an explosion of mobile apps to track loyalty points, streamline check-in and open doors, more hotels now offer virtual reality to preview their property. Virtual reality provides an immersive experience that inspires real-world action which translates into real revenue. While big brands may use expensive connected glasses or mounted headsets, many hotels rely on proprietary apps, smartphones and search engines to do the heavy lifting. Virtual reality is rising in popularity, so hotels looking to attract millennials and younger generations in the years to come need to get on board sooner rather than later.To access all 10 Must-Have Hotel Technologies in 2018, download the free guide here.About StayNTouchStayNTouch is a "Software as a Service" hotel property management systems (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 85,000 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 connect 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, Valencia Hotels, The Freehand Hotels, First Hotels, Modus hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"
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StayNTouch Brings PMS Mobility To Hotel Van Belle And Hotel Queen Anne In Belgium

StayNTouch Inc. ·23 January 2018
"Our hotels have been owned and continuously run by our family for many years. In fact, the Hotel Van Belle has been running for 112 years," said Andre Hermans, owner and General Manager of both properties, "Recently we have made a push to upgrade our outdated technology systems. We not only wanted to bring our PMS up to speed, but also "future-proof" the system as well. The StayNTouch platform was very attractive as it not only provided the most up-to-date rooms, transactions and housekeeping management features, but also included the mobile features that few other systems in the market are able to do well.""Perhaps most importantly we were very impressed by the customer-service level of the StayNTouch team," Mr. Hermans continued, "We can always pick up the phone and reach anyone we need to answer questions we have." 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 mobile web. Guest-enabled mobile check-in & out via smart phone 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."We are very pleased to be working with Andre and his team," said Jos Schaap, CEO-Founder of StayNTouch, "We are flattered that such experienced hoteliers have selected our PMS as they look to the future success of their hotels."About StayNTouch Inc.StayNTouch is a "Software as a Service" hotel property management systems (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 85,000 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 connect 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, Valencia Hotels, The Freehand Hotels, First Hotels, Modus hotels and the Fontainebleau Miami Beach.To learn more watch our video "The New Way...To Hote!"Twitter: @StayNTouchInc Facebook: facebook.com/stayntouch LinkedIn: LinkedIn/stayntouchAbout Hotel Van BelleHotel Van Belle is located in Anderlecht, one of the oldest districts of Brussels, right next to the new Parc de la Rosee, close to the Museum of the Gueuze and at walking distance to Brussels city centre. Today Hotel Van Belle boasts budget, standard and new premium rooms, welcoming quiet and relaxing lounges and a comfortable retro-style bar. http://www.hotelvanbelle.be/ About Queen Anne HotelThe Queen Anne is a 60-bedroom hotel right in the heart of Brussels, only a few minutes from the famous Grand' Place, and halfway between the De Brouckere and Rogier Metro stations. The central position of the Queen Anne Hotel provides easy access to the wonderful restaurants and brasseries of the Ste Catherine quarter - an absolute must - to the shopping centres of Rue Neuve and the many art galleries, cultural centres and theatres of the City..http://www.queen-anne.be/
Article by Jos Schaap

Modern PMS: The Ultimate Hotel Revenue Generator

StayNTouch Inc. ·19 January 2018
In our latest guide, "Modern PMS: The Ultimate Hotel Revenue Generator", we highlight the top 6 ways the right hotel PMS can be the ultimate revenue generator for your property. Let's dive right in with a few.Know Your GuestsThe modern PMS enables your team to update and access critical guest information at every touch point - so they can treat ever guest as an individual. Use this data to engage guests by name, personalize relevant offers via push notifications and campaigns, and use the data to enhance the guest's next stay. Your goal should always be to create memories. Memories that are positive will bring guests back - and spending more.Timely, Automated UpsellWe cannot stress enough the importance of upsell and cross-sell to increase revenue for your property. But all too often, hotel front line staff miss out on the opportunities that would lead to more sales. Enhanced automated suggestion selling with upgrades and dynamic packages are built directly into the modern PMS. Suggestion selling includes upgraded room types, early or late check-ins/check-outs and add-ons presented via email before arrival or at the time of check-in.For hotels with an average of 150 rooms, 60% occupancy, upsell revenue can easily boost sales by $50,000 to 65,000 annually, which represents a small percentage of 3 to 5 upsells per day.Profitable DecisionsWith robust reporting and mobile dashboards, a modern PMS will eliminate the need to manually collaborate and exchange information to make better decisions for your property and your guests. With easy anytime access to financials, operations data, and guest information in real-time, hotel executives can make better decisions. Another enhanced capability of the modern PMS is revenue and rate management. Using data to identify trends, availability, rates and competitors, hotels can optimize ADR and drive occupancy.See all 6 revenue generating ideas, CLICK HERE to download our free guide, "Modern PMS: The Ultimate Hotel Revenue Generator.

Property Management Systems - A New Beginning

StayNTouch Inc. ·12 January 2018
"The system is simple and makes training new team members easy. No need to endless hours of "computer training" before taking someone new to the desk. With SNT you can hire for personality and trust that training the skills will be a breeze.""You have to keep up-to-speed with technology and not let interfaces and needless restrictions sit around for a decade untouched. This system pushes you to stay current and flexible."All of the quotes above are directly from clients. There is an interesting theme evolving related to 'a new beginning' that is being fostered by innovative property management systems, and we are proud to be at the forefront of this [r]evolution. The hotel property management system has been around for a long time, and unfortunately for the industry, it has evolved very little over time. Yes, features and functions have been developed, a plethora of interfaces have been added - yet the baseline for a PMS has remained virtually static.For the hospitality industry, times have changed dramatically over the past five years. The introduction of development capabilities that almost any qualified technology company can emulate has somewhat leveled the playing field. However, most of these new "solutions" making waves in the market are actually nothing more than periphery-focused apps that once again place the pressure on the PMS technology to find a way to integrate with them. These apps are often focused on guest engagement, back of house, time management and the list goes on and on. The challenge becomes evident when these new and innovative apps or platforms want to connect with older (legacy) property management systems.What is a new beginning A new beginning starts with throwing out our preconceptions of what matters most and what a hotelier needs to be successful in the current highly competitive environment. The main challenges that hoteliers face need to be addressed, and today, one of the leading challenges is delivering a memorable guest experience that is tailored to the unique needs/wants of each individual guest. Long gone is the era in which a hotel has to be constrained by their technology. Hoteliers should be unrestricted, with the freedom to do what they want to do and partner with whomever they wish - irrespective of platform, operating system or integration language. As a hotelier, you need a system that pushes you to stay current and remain flexible enough to implement any number of new systems at any given moment to meet your goals.When reading the client testimonials at the start of this article, one of the particular operational pain points that stands out is one that hoteliers have struggled with for a long time - the management and optimization of their staff. Specifically, ensuring that staff members at all levels feel comfortable and empowered using the tools and technology available to them to excel at their jobs and deliver world-class guest service. When it comes to technology, especially in a high-turnover industry, ease of use, adoption and training is at the top of the list. A hotel's staff is among the most valuable assets and older PMS' are incredibly cumbersome to use and tough to learn - ultimately leading to high upfront soft costs (time) and hard costs (training). In contrast is finding a user-friendly, intuitive, cloud-based system that requires minimal setup and training. Everything is included in the subscription fee, including software updates and upgrades. Using an SaaS service makes administration easier; provides automatic updates and management; ensures compatibility; enhances collaboration and provides access to users from any device capable of accessing the internet.The new PMS must be able to enhance the guest engagement model, not just act as a glorified cash register. They must deliver more and be profit centers not cost centers. The PMS is the beating heart of your hotel operations, and it must benefit almost every department within the hotel, but most importantly, it must be flexible enough to give your guests the control to choose how they want to interact with your hotel. If the guest elects to check themselves in and go directly to their room, the PMS should enable them to do so. If they want to upgrade or order services prior to their stay, the PMS should let them do this as well. However, if the guest wants to be fawned over like a tried and true VIP, then the PMS should amplify this experience and ensure that they feel exactly like the VIP they would like to be.In a recent Bloomberg article, Bjorn Hanson, clinical professor at NYU's Tisch Center for Hospitality and Tourism said this about the front desk:"Fifty years ago, people didn't have credit cards, and bad guys would come jump the desk and steal the cash. But that's not the case anymore, and hotels no longer need that type of tall, wide barrier. Now they're thinking: 'Why can't we have a little seating area that's very comfortable and intimate?"The front desk is changing, and the PMS will have to change along with it. Guests require a different check-in an on-property experience and the PMS, using tablets and various mobile devices should be able to deliver on those emerging demands.
Article by Jos Schaap

Interview - First Hotels: A Technology Perspective

StayNTouch Inc. ·10 January 2018
Following up revenue managers for all our hotels in ScandinaviaStrategies for optimizing revenue and resultsAnalysis of hotel performance and resultsTotal profit managementJohan has been in operations all his life working his way from front-line positions up to his current executive level.In an interview, he shared his insights about his role in finding a new PMS platform for First Hotels.What is important to you related to technology platforms? We focus on technologies that are simple in nature. They must be easy to learn and easy to implement but also be able to fulfill all our requirements. The company has high turnover as do most hotels companies and thus the system needs the capability to train new employees easily. We also want to limit the number of systems required, and finally, it needs to be future-minded, e.g., mobile check-in/check-out door lock integration and whatever next is going to come down the road.Do you think today's technology hotel companies develop what is the next shiny object or do they develop based on the true market requirements of our industry?We have been doing a complete revamp of our entire infrastructure, and I have met many start-ups during this process. I believe that a number of them develop their solutions based on what is "neat" and I have a feeling that they do not always know the demands on a hotel and it operations. Our industry is littered with legacy systems, so it may be a little easier for startups to pitch the future than it would be in other industries.Do you see ancillary spend becoming a large part of how hotels drive revenues?All of it depends on what type of properties you have. People talk about total revenue management, and it is essential to look at all revenue streams when trying to optimize all aspects of your sales. I also believe it is important to look at the true Net RevPar. Too few hotels do this. We, at times, do not know the true profitability of a room. We also need to understand the total cost of distribution, and when you understand this, you can implement a very profitable channel strategy.When you looked at property management systems, what were the features that they had to have, to make your short list?They have to have a mobile check-in, they must be cloud-based, and they needed to be intuitive, to learn quickly. The user interface was very important for us. It has to be with how we teach our employees but also how quickly they can take the information and repurpose this for our guests. The new PMS needed to be able to connect to our other systems such as our loyalty solution, channel management platform, our CRS, etc. We then limited it down to two platforms. We do not want to change how we think, how we work to replace a PMS. Don't get me wrong, we are flexible, but we didn't want to re-invent the wheel.What level of due diligence did you do in regards to the service and support of the new solution?Well, we didn't want to be a small fish in a big pond like we were with our previous provider. We wanted to be able to work alongside a partner rather than a vendor and feel as if our input was going to be heard. The ongoing support is very important to us. When it comes to development, we are very interested in working with a company that will listen to our new requirements and do their utmost to implement new features when required.Where do you see the future of hotel technology?Consolidation is key, so you don't have to require a hundred systems. I understand that we will always need different systems however we would like to be able to reduce the total number of partners. The tech space is evolving and changing at a rapid pace, so we need to find out what to we truly need versus what we wish we had. Technology prioritization should be seen as an imperative when making buy decisions. Finally, gaining information from multiple systems and using that data effectively to affect change hopefully will be a big area of technological improvement.Where do you see the future of hotel technology?Consolidation is key, so you don't have to require a hundred systems. I understand that we will always need different systems however we would like to be able to reduce the total number of partners. The tech space is evolving and changing at a rapid pace, so we need to find out what to we truly need versus what we wish we had. Technology prioritization should be seen as an imperative when making buy decisions. Finally, gaining information from multiple systems and using that data effectively to affect change hopefully will be a big area of technological improvement.About First HotelsFirst Hotels is a leading collection of hotels with more than 90 unique hotels centrally located in Sweden, Norway, Denmark, Iceland and Spain. You can enjoy the ultimate urban experience at our first class hotels: First Hotel Reisen in Stockholm, First Hotel Mayfair in Copenhagen, First Hotel G in Gothenburg, First Hotel Grims Grenka in Oslo as well as our Spanish hotels. First Hotels is proud to offer unique, personal service and modern comfort.First Hotels was established in 1993 and initially comprised six hotels located in Sweden. The company has since expanded through acquisition and the construction of new hotels. First Hotels is committed to providing quality experiences and individual choices. All our hotels offer a unique atmosphere and singular sense of style.Web: www.firsthotels.com
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StayNTouch Partners With First Hotels To Roll Out Its PMS Platform To 32 Hotels

StayNTouch Inc. · 9 January 2018
"We selected StayNTouch after reviewing about 40 other property management systems. Why? Well, we prefer technologies that are simple in nature. They must fulfill all our requirements, but also be easy to learn and easy to implement. Like many hotel companies, we experience high turnover and thus the system needs the capability to train new employees easily," said Vibeke Raddum, CEO, First Hotels. "It is also critical that it be future-minded, e.g., mobile check-in/check-out, door lock integration and whatever next is going to come down the road. This is where StayNTouch did a great job.""While we look to the future, we also do not want to change how we think and work in order to replace a PMS," Vibeke Raddum continued. "Don't get me wrong, we are flexible, but we didn't want to reinvent the wheel. StayNTouch understood our previous platform and were able to deliver a similar workflow process that wasn't intrusive."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 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.Zest Station - Lets guests skip the line and get on with their stay via self check-in, key retrieval and check-out processes. Minimal investment, low maintenance system that promotes upselling and frees staff for other activities."We are delighted to be working with the team at First Hotels," said Jos Schaap, CEO-Founder of StayNTouch, "They are a model of both efficiency and innovation in the application of hotel technology. We are looking forward to helping them bring operations mobility to their staff and guests."SEE STAYNTOUCH'S MOBILE PMS LIVE IN ACTIONAbout StayNTouch Inc.StayNTouch is a "Software as a Service" hotel property management systems (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 85,000 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 connect 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, Valencia Hotels, The Freehand Hotels, Modus hotels, First Hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"Twitter: @StayNTouchIncFacebook: facebook.com/stayntouchLinkedIn: LinkedIn/stayntouchWeb: www.stayntouch.comAbout First Hotels First Hotels is a leading collection of hotels with more than 90 unique hotels centrally located in Sweden, Norway, Denmark, Iceland and Spain. You can enjoy the ultimate urban experience at our first class hotels: First Hotel Reisen in Stockholm, First Hotel Mayfair in Copenhagen, First Hotel G in Gothenburg, First Hotel Grims Grenka in Oslo as well as our Spanish hotels. First Hotels is proud to offer unique, personal service and modern comfort.First Hotels was established in 1993 and initially comprised six hotels located in Sweden. The company has since expanded through acquisition and the construction of new hotels. First Hotels is committed to providing quality experiences and individual choices. All our hotels offer a unique atmosphere and singular sense of style.Web: www.firsthotels.com
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StayNTouch Announces New Webinar Series: "The Best-of-Breed Power of a Cloud PMS Ecosystem"

StayNTouch Inc. · 4 January 2018
A new webinar series, "The Best-of-Breed Power of a Cloud PMS Ecosystem" has been announced by StayNTouch, a leader and innovator in mobile technology and Property Management Systems (PMS) for hotels. The 6-part series will run monthly from January through June and will feature a collection of hotel technology companies that represent the leading components of the Cloud PMS ecosystems.Traditionally, most hotels employed a premise-based hotel PMS where key components such as distribution, revenue management and CRM were pre-installed as sister products to the core PMS. Support, service and integration with new 3rd party software was costly and time-consuming. The result was that many hotel IT managers became complacent and settled for the same software set-up as their competition.However as the drive for business performance has become more intense and new 3rd party software has become more innovative, hotel IT managers are now under more pressure to make technology choices that drive efficiency, revenue and support a differentiated service model. The new webinar series explores how the evolution of the Cloud PMS has provided IT managers a platform in which to integrate those technologies that are right for their hotel's unique offering. The series will take a deep dive on the integration with CRS, CRM, RMS and more.The first webinar of the series will be broadcasted on Jan 18th , "A Guide to Capturing and Aligning Your Data to Better Optimize Your Business." In this webinar, learn how to capture and align the data between your PMS and RMS so that your bottom line is at the forefront of every business decision you make. Executives from Juyo and StayNTouch discuss:Capturing and sharing the right analytics between your PMS and your RMSUnderstanding your data better so that you can make profit impacting decisionsMaking your data easy to digest with a visually appealing dashboard"Gone are the days of the "set it and forget it" approach to hotel technology management," said Jos Schapp, CEO and Founder at StayNTouch. "Hotel IT managers and CIOs are now in a position to make a strategic impact on the futures of their businesses. Easy integrations into Cloud PMS ecosystems means that hotels can find new ways to differentiate their products, streamline operations and optimize their revenue using best-of-breed, specialized, 3rd party software solutions."SIGN UP FOR THE WEBINAR SERIES TODAY!About StayNTouch Inc.StayNTouch is a "Software as a Service" hotel property management systems (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 85,000 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 connect 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, Valencia Hotels, The Freehand Hotels, Modus hotels, First Hotels and the Fontainebleau Miami Beach.To learn more watch our video "THE NEW WAY... TO HOTEL!"Twitter: @StayNTouchIncFacebook: facebook.com/stayntouchLinkedIn: LinkedIn/stayntouchUnless indicated otherwise, all trademarks and service marks herein are trademarks of StayNTouch, Inc. or an affiliate thereof.
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New Guide Details How Hotels Can Use the Latest Technology to Revitalize Operations, Profits, and Service

StayNTouch Inc. ·19 December 2017
The difference between the winners and losers in the hospitality industry increasingly comes down to one factor: technology. StayNTouch, the leading innovator in mobile PMS technology for hotels and resorts, today announced the release of a new guide titled, The Hi-Tech Revolution is Changing Hospitality: 5 Ways Tech Can Revitalize Your Hotel in 2018, designed to help hoteliers win in 2018.The guide suggests that in today's climate, guests are more demanding and that they will not tolerate complacency. So, it stands to reason; hotels need to step up their game in 2018 and beyond to remain competitive and profitable. Guests expect more convenience, communication, and choice than ever before - from planning, researching and booking, to their time at the property and beyond. All of these are inextricably linked to technology, moving core systems to center stage. Hoteliers who feel that their legacy PMS is 'doing the job' or 'good enough' may need to seriously rethink their position and consider the emerging impact of guest expectations on their business. With more opportunities than ever before to take advantage of platforms and technology to engage with guests at every touch point, the latest StayNTouch guide covers critical considerations and strategies every hotelier must contemplate in the year ahead.According to Jos Schaap, the company's CEO. "Hoteliers that are on the fence about modernizing their technology in 2018 could be putting the success of their property at risk. Of course, nobody wants to hear they are wasting money, but that is precisely what you might be doing if you continue to invest in older or outdated technology. If you want to future-proof your hotel, increase profits and keep guests coming back - it might be time to stop clinging to the past."To download The Hi-Tech Revolution is Changing Hospitality: 5 Ways Tech Can Revitalize Your Hotel in 2018, CLICK HERE or visit http://www.stayntouch.com/five-ways-tech-can-revitalize-your-hotel-in-2018/?utm_source=Syndicate-HSMAI-HospitalityNetStayNTouch's offers valuable resources are designed to enable hotel owners, management companies and marketers to leverage proven methods, technologies, processes and templates. To discover more ebooks, guides, white papers, checklists and infographics please visit stayntouch.com/resources.
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Guest relationship building is a key differentiator for our hotel: An Interview with the GM of Hotel Chicago West Loop

StayNTouch Inc. · 8 December 2017
In an interview, Imran shares his insights about how the decision to implement StayNTouch's Rover Mobile PMS technology has raised the bar for service and helped Hotel Chicago West Loop stay ahead of the competition.BackgroundImran Jivani is the seasoned General Manager of Hotel Chicago West Loop based out of Chicago. He has been in the hotel industry for 22 years and began his hospitality career on the front lines working primarily for boutique hotels. Imran explains that he enjoys working in the boutique space due to its flexibility rather than working with a "scripted environment."Background on the hotel using StayNTouch's Rover Mobile PMS116 rooms, European style boutique hotel in Chicago. The clientele is mainly younger, looking for a value-based stay and proximity to the medical district of Chicago.Why did you start looking for a new platform?Imran: The legacy platform that was previously installed at the property made us feel as if we were boxed in. It was very restrictive. We wanted to find an innovative solution that was service and guest-centric. We also needed something that would boost convenience for the guest and the hotel staff. Though having the right features and functionality were critical, the new platform still had to be simple to implement. As technology continues to change our lives, it only makes sense that we start throwing out old, antiquated technologies within the hotel industry for innovative platforms that enable us to connect with our guests no matter where the guests may be on property. We needed to find a PMS that enabled our front-line employees the ability to attend to guest needs from the moment they arrived - to entirely focus on the guest rather than focus on a system. Today's average hotel check-in experience has gone from 3 to 5 minutes and rather than getting simpler, it seems to be getting even more complicated. We had to find a solution for that issue as well. After much research, we determined that a cloud-based PMS system with mobility was the best fit. Not only can mobility empower front desk staff, but other departments within the hotel can use a tablet or smartphone to access and input data, as well as engage with the guest when the opportunity presents itself.Rover Mobile PMS is the undisputed leader, in this category, so it was the right decision. Often, people's misconception of cloud-based systems is that they are not fully-featured, but in fact, this is not necessarily the case. The development and implementation of the system dictates how limited or advanced it may be. Cloud-based systems are more reliable, more flexible, more affordable, and can scale. Rover Mobile PMS had everything we were looking for today and to lead us into the future.What was the primary focus during the decision-making process?Imran: Of course, many other elements play a role in the decision to commit to a new property management system. The primary driver was affordability along with finding a PMS that had all the latest 'bells and whistles'. We wanted to make sure that it suited our environment and that it would meet all of our operational, marketing and guest service needs. We do understand that hotel software can be developed to have too many features based on what is deemed to be the next big thing, but we needed a flexible, future-proof solution that would enable us to manage our hotel the way we wanted to. Another thing to note is the fact that Rover is highly intuitive and allows our front desk employees to have conversations with our guests without being distracted by the PMS system. Guest relationship-building is a key differentiator for our hotel.How much did the service and support of the solution weigh into your decision-making process?Imran: In today's hectic hotel operational environment, the one thing you don't want to worry about is the support of your PMS. If you need help, you want to feel secure that your technology supplier has your back. StayNTouch has been amazing to work with. We have felt supported from day one and have been able to create connections with everybody in the company. I see that the company has picked up the most knowledgeable team of the hotel support industry. Jos got the best of the best. When we make a recommendation or request a new feature or some different function, the request is managed quickly and effectively. Plus, when I need anything, I am not on hold for hours or waiting for three days for someone to get back to me. I give StayNTouch five stars when it comes to service and support.In the guest engagement world, what do you think the hotel industry needs to do next to amplify guest service?Imran: Service differentiation is now among the highest priorities within the hotel landscape. I believe that hotels need to give more control to the guests. The industry needs to put the decision-making process back into the guests' hands and stop insulting our/their intelligence. Today's consumers know how to shop around and find the best deals, so now they want to stay at the hotel that enables them to get what they want and how they want it - like remote check-in and out, purchasing ancillary items while on-property or pre-stay.Also, there is too much information out there today. Guest are inundated, so the decision-making process is overly complicated. We, as an industry, need to make it simple for our guests to choose the right hotel for their trip and personalize their stay experience. If hotels listen to their guests, and go above and beyond in developing relationships with them, they will be able to drive both loyalty and revenues.
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The 10-Point Checklist for Using Mobile Service to Boost your Hotel's Bottom Line in 2018

StayNTouch Inc. ·28 November 2017
StayNTouch, the leading innovator in mobile PMS technology for hotels and resorts, has released its latest hotel business growth resource - The 10-Point Checklist for Using Mobile Service to Boost your Hotel's Bottom Line in 2018.What was once just a cool tech trend is quickly becoming standard technology among the world's leading hotels and resorts. Moreover, it is not hard to understand the transition since mobile has long been associated with increased guest satisfaction as well as higher revenues. Studies by Google Research show that 72 percent of active consumers say they want mobile-friendly sites and experiences.73% of travelers want to use mobile for check-in68% want concierge tips via mobile64% would like to use a mobile device as a room key62% prefer to order room service/amenities via mobile (MCD)The comprehensive StayNTouch checklist addresses how guest expectations are changing, and how hoteliers can deliver on those expectations-in 2018 and beyond. By taking advantage of innovative mobile technology at every touch point, hotels can deliver experiences that not only delight but also inspire action.According to Jos Schaap, the company's CEO. "At a time when consumers have more choice than ever, a technology that engages guests, streamlines operations and drives loyalty, such as mobile, can give hoteliers a much-needed competitive advantage." Schaap explains that technology is not a substitute for ineffective guest service, lack of a best practices or poor marketing tactics and execution. Schaap sums it up by saying, "Guests want a frictionless journey when they interact with your brand. They aren't thinking about channels and devices. You need to future-proof your business against evolving guest expectations and the technology behind them."Mobile services can benefit a hotel in a variety of ways throughout the life cycle of the guest stay. To download The 10-Point Checklist for Using Mobile Service to Boost your Hotel's Bottom Line in 2018, CLICK HERE or visit http://go.stayntouch.com/10PointMobileChecklist.html?utm_source=HospitalityNet_HSyndicate_HSMAI.All of StayNTouch's resources are designed to enable hotel owners, management companies and marketers to leverage proven methods, technologies, processes and templates.
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PMS Primary Systems Integrations -What the Heart of Hotel Technology Needs to Connect With

StayNTouch Inc. · 8 November 2017
A Property Management Systems (PMS) serves as the heart and soul of your hotel. As such, the PMS needs to connect to primary systems that are imperative to have in order to run hotel operations at the highest level and as efficiently as possible. StayNTouch, the leading innovator in mobile PMS technology for hotels and resorts today released an infographic detailing the intricate and complex ecosystem of systems that need to seamlessly exchange data in order to optimize hotel operations and support guest service.The first property management systems in the hospitality industry appeared on the market in the 1980s and was developed to automate essential functions of hotel operations. Today's PMS is an integral part of every aspect required to of run a profitable hotel, with most systems being enhanced via a landscape of integrations or interfaces with third-party applications. Many of these products are cloud-based and not handcuffed by antiquated technologies. Thanks to industry efforts including Hotel Technology Next Generation (HTNG) and technologies such as cloud-based solutions there is promise for a more unified and cooperative future. Important systems that need to connect with a hotel PMS include:Sales & Catering SystemsCentral ReservationsPayment GatewaysPBX & Voice MailPOS SystemsCall Accounting SystemsCRM/ Marketing SoftwareElectronic Locking SystemsEnergy Management SystemsOTAs & Channel ManagersIn-Room Entertainment SystemsPayment GatewaysReputation Management SystemsLoyalty/Points ProgramsRevenue Management SystemsMini-bar SystemMobile Check in & Check outWi-Fi"There is a positive impact on the hotel world when technology providers can integrate with other systems using proprietary or Open APIs to assist hoteliers in cutting costs, driving revenue and delivering exceptional service," explains Jos Schaap, the company's CEO. "Getting the right mix of API program scenarios can push an enterprise toward innovation, enabling it to compete in a world of new expectations and compelling opportunities, speeding it on its way to digital transformation. Fundamentally, hoteliers need to look for systems that provide technological flexibility by using Open APIs, and ultimately, select systems that deliver on their promises."To get a complimentary copy of PMS Primary Systems Integrations Infographic CLICK HERE or visit http://go.stayntouch.com/PMSPrimarySystemsIntegration.html?utm_source=Hsyndicate_HSMAI_HospitalityNet.
Article by Jos Schaap

Interview: StayNTouch CEO on how our digital life has profoundly impacted our expectations of everything

StayNTouch Inc. ·31 October 2017
What was the impetus for starting StayNTouch?JS: I was on a bike ride with my dad (who went cross country), and we stopped at a coffee shop in Lander, Wyoming (mid-2012). When we ordered our coffee, the Barista took the order on an iPad and then turned it around towards me for me to swipe my card and sign on the tablet. This was the first time I experienced this type of transaction done on an iPad. I was intrigued by the interaction between the barista and myself - the fulfilling part of the transaction. I asked the manager a few questions about the technology and application they were using. That night my son downloaded the app, set up the POS on his iPad, and walked me through how to order a burger - only at that point, the app asked us to subscribe and pay a monthly fee in order to use it.I was really impressed that in addition to the great customer/staff experience, the technology was also straightforward to use and setup. Even my 12-year-old son could set up a full restaurant POS on his iPad without any training. I thought this was amazing. Over the next ten days, while on the bike ride, I had a lot of time to think. The key to great hotel service is all about people, but often people are separated by a Front Desk. This barrier was making most requests, including check-in, and check out more of a transaction than a really personalized guest service experience. It is then that it occurred to me - if hotel staff could access the entire PMS on a tablet, they could better assist and engage with guests, as well as become much more efficient. Add to that, the ease of use associated with an iPad or tablet app, especially in hotels with high staff turnover, and it was something that was badly needed. That is what initially sparked the idea of developing the first cloud-based mobile hotel property management system with integrated guest self-service solutions.What market segments need to step up their game when it comes to implementing new and innovative hotel technologies?JS: I think in general all market segments can work towards upping their game as it relates to implementing new technologies - primarily if they are existing hotels. To me, there should be an increased focus for hotels to provide more self-service options. We can see from our database that over 66% of the guests in hotels who use all our self-service modules (mobile check-in, and self-service lobby check-in), opt to check in through a self-service solution.Where do you see AI being used within the hotel industry?JS: This is an interesting question. I am not sure how to answer that at this point. Can we use Artificial Intelligence to find guests in our system? Can we use it to have guests use Siri or Alexa to check themselves in? Maybe, but I think we first need to do a better job of collecting data on the guest, so we can optimize the latest technology to provide a better experience. Using this data to be more targeted, offer the early check-in, late checkout, or package extras at the right time for the right guest, these are things we can do a lot with, and they are things guests will appreciate even if they might need to pay more. Working towards putting the guest in control of their stay is as important if not more important than AI.How do you think hotels can truly give the guest what they want?JS: The digital transformation of our culture has changed our expectations about everything we encounter. Look at the way you interact with people, consume information, purchase goods and services, and so on. Everything is immediate and personalized. Entire industries such as retail, telecommunications, and media, have completely transformed in response. Unfortunately, the typical hotel experience looks very much like it did 20 years ago. That is why we have a vision for helping hotels to align their service model with our new, digital lives. To be competitive in today's marketplace, we believe you need to free yourself from traditional assumptions about hotel operations. Our vision is to bring mobility to hotel staff and guests to create a genuinely guest-centric experience that parallels with your guests' lives and makes your hotel business more successful.Guests want their own way of entering and leaving the hotel; they want to choose how they interact, and they want to be in control.What's next for StayNTouch?JS: We are in the middle of piloting our Rover Connect APIs, together with our largest customers. One customer is building a new mobile app for their hotels and wants to deliver fully integrated check-in and out experiences. Our APIs provide just that. Be on the lookout for our general release of Rover Connect in early 2018. We also have, on the way, our multi-property features. In short, we continue to work on being the right technology for today's hotels and their guests!
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The Hotel Owners Playbook for Choosing the Right Technology Systems

StayNTouch Inc. ·25 October 2017
There are many ways to make a bad hotel technology decision, but only a few ways to make a good one. To help you out with this process, StayNTouch has created a handbook titled, The Hotel Owners Playbook for Choosing the Right Technology Systems, featuring the top attributes for hotel owners to consider when shopping for any new hotel technology system.With literally hundreds of different solutions to choose from, finding the right one for your hotel is a process that takes time and thought. So where do you start? While critical, simply having a list of business requirements is not enough information to begin evaluating hotel systems. Considered the market leader in developing the most innovative solutions for the hospitality industry, StayNTouch, has gathered insights from consultants, technologists, and their own team of experts to develop the most important requirements to make your technology choices much clearer. Highlights in the handbook include:The features you really need (and those you don't)Ease of use, training and implementationPricing and SSAsPlatform/mobile compatibilityExpert service and support"All too often hotels spend thousands of dollars on a new hotel system, only to realize that it doesn't solve the daily pains, increase productivity or drive revenue," explains Jos Schaap, CEO of StayNTouch. "The reality is that one size does not fit all and many implementations end up failing to produce the expected results. By considering these five factors and approaches, hoteliers will be in a much better position to find the right system to take their business to the next level."The time invested in finding the best hotel technology systems for your unique needs will be repaid many times over. Choosing the right techology can boost revenue, improve guest service, increase productivity and help to create a happier workplace.To get a complimentary copy of The Hotel Owners Playbook for Choosing the Right Technology Systems, click here or visit http://go.stayntouch.com/TheHotelOwnersPlaybook.html?utm_source=Hsyndicate_HSMAI_HospitalityNet
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Hotels Are Leaving Money on the Table: StayNTouch Guide Explores Strategies for Maximizing Guest's Share of Wallet

StayNTouch Inc. ·10 October 2017
In simple terms, share of wallet (SOW) is the percentage of a customer's total spending that is captured by a business. Today, hospitality technology leader StayNTouch has launched a new guide aimed at helping hotels entice guests to increase the frequency and amount of their transactions each time they visit. Titled, 5 Easy Hacks to Supercharge Your On-Property Guest Spend, the strategies include profitable upsell and merchandising techniques, encouraging guests to stay more often and amplifying sales.Most hoteliers realize that not all guests are the same. Some will only pay the nightly rate while others will spend hundreds on-site through dining, services, amenities, and activities like spa treatments and golf. At the end of the day, once a hotel has acquired a new guest regardless of channel, the ultimate goal is to maximize the revenues that the guest generates for each stay. Approaches and tactics covered in the guide include:How to leverage the impulse effectUsing special offers and limited-time-only promotions to drive spendingCompeting with the locals - attractions, restaurants, retail, and othersCatering to business travelersThe number one of tried and tested sales boost tactic - excellent service"If optimizing guest spend is not one of the top priorities, hotels will miss out on massive opportunity to grow revenue quickly and easily--and profitably," said Jos Schaap, CEO of StayNTouch. "Your current guests already know your brand and trust your services so don't leave money on the table by letting them go elsewhere. Focusing your time and energy on them as opposed to always trying to find new guests can be a powerful way to supercharge your bottom line."To get a complimentary copy of 5 Easy Hacks to Supercharge Your On-Property Guest Spend, click here or visit http://go.stayntouch.com/5EasyHacks.html?utm_source=Hsyndicate_HSMAI_HospitalityNet. About StayNTouch StayNTouch is a "Software as a Service" hotel property management systems (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 75,000 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 connect 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, Valencia Hotels, The Freehand Hotels, Modus hotels and the Fontainebleau Miami Beach.For more information, visit www.stayntouch.com.Unless indicated otherwise, all trademarks and service marks herein are trademarks of StayNTouch, Inc. or an affiliate thereof.
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5 Guest Engagement Strategies Every Hotel Should Be Using

StayNTouch Inc. ·28 September 2017
Today, StayNTouch announced the release of a new guide, 5 Guest Engagement Strategies Every Hotel Should Be Using. The high-level publication outlines actionable tactics for hotels to amplify their connections with guests to win new business, increase satisfaction and gain a help them gain a competitive advantage.These days, guest engagement is more than just a buzzword. Hotels need to focus on guest engagement because it is a differentiator in today's marketplace and has a profound impact on business success. The goal of guest engagement activities is to refine the guest journey through each touchpoint. The new guide is the current best practices developed over the past several years by the StayNTouch team, industry consultants, and successful hoteliers. By using the insights and tips, hotels can create an engagement model that outlines what kinds of experiences they want to deploy at each stage of the guest journey.Highlights include:How to provide a seamless omni-channel experienceDeveloping employee evangelism and passion that exemplifies your brand/service promiseUsing communication to make guests feeling valuedBest ways to identify, acknowledge and retain your VIP guestsThe importance of going the extra mile to answer questions and address complaints"Today's technology allows guest engagement to go many steps further than ever before," explains Jos Schaap, CEO of StayNTouch. "Guest engagement isn't only for current guests. It begins the moment a someone spots a mention of your hotel on social media or hears about your brand from a friend or family member. Adopting a well-orchestrated guest engagement strategy will ultimately boost revenue, loyalty and the lifetime value of each guest."Some hotels will find themselves right at the beginning of their guest engagement journey, while others may feel they are fully optimized. Wherever your hotel is, the journey to seamless guest engagement across multiple channels is complex. This guide will provide examples of how properties at any stage can quickly ramp up to achieve a greater return on investment.Download a free copy of 5 Guest Engagement Strategies Every Hotel Should Be Using by going to http://go.stayntouch.com/5GuestEngagementStrategies_ContentLandingpage.html
Article by Jos Schaap

Mobile Check-In & Check-Out: There's So Much More on the Way

StayNTouch Inc. ·26 September 2017
The ProcessWhen one thinks about mobile check-in or check-out,, they automatically think of the utilization of a personal smart device for this to activity to take place. This is how the process works. The guest receives an email or text message from the hotel letting them know that they can check in as their room is now available. The guest then clicks on the link within the email or message and checks-in. By doing this, they have triggered a number of events. Firstly, they are now confirmed guests, opening up the opportunity to offer an upgraded room type for a nominal fee. It is also timely to propose an incentive to stay on-property for dinner rather than venturing out. Another opportunity for engagement can be a text from someone (GM, concierge, front desk) at the hotel welcoming them and expressing a personal message to let the guest know they are available to help with any needs or requests. Finally, the check-in process is expedited at the front desk because the guest doesn't need to stand and wait for their key. The key is made available via an envelope handed over by the front desk agent or based on the technology available; the guest may be able to use their smart device to open the door.Technology's ImpactThis process seems logical and straightforward. It makes sense for someone to use his or her device to check-in and check-out if they so desire. However, what happens when they do not want to check-in remotely? What about if they have special requests that are not hard-coded into the check-in system? These issues arise all the time. We, as an industry need to be committed to delivering the level of service that our guests expect, regardless of what it takes. In the past, we have only developed technology systems that chain hotel staff and restricts guests. Now we realize that all these software solutions we've implemented over the years have drastic limitations and far-reaching detrimental impacts. Luckily times have changed, and we are now able to deliver on the hotel industry's promise of exceptional service and give our guest the ability to personalize their stay.Self-ServiceWhen examining the mobile check-in and check-out landscape, we see there are varied devices and methods of engagement that can be applied in order to give guests what they want. Self-service stations and tablets are available at many hotel properties worldwide - decreasing front desk lines and enabling guests to pick and choose products and services during their check-in process. Giving guests control over their experience is a high priority for hotels looking for competitive differentiation and additional revenue.Roving Check-InRoving check-in is relatively new to our industry, but it is already proving its value with some excellent adoption rates. Roving check-in describes what occurs when a hotel makes a conscious decision to empower their staff with the tools to interact and assist their guests at every touchpoint. This type of attentiveness fosters relationships with guests because it supports a high degree of engagement. The front desk staff can use tablets to check-in guests and can either escort them directly to their room or spend time with them in the lobby and walk them through the property's services. This type of connection fosters a relationship, increasing the likelihood that the guest will return next time they are in town.More on the WayThe advancement of how mobile platforms can be used in the hospitality environment is moving at light speed with no signs of slowing down. Hoteliers need to take advantage of the latest technologies that enable them to deliver service levels and products that increase guest satisfaction, operational efficiency, and profitability.The most important thing to remember is that most hotel guests just want to feel as if they matter. They are your guests staying at your hotel, and they should be appreciated. In today's age of immediate gratification and technological haste, hoteliers should turn to the power of mobile platforms as the backbone to drive memorable experiences that keep guests coming back.
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PMS Software Evaluation Scorecard Ensures Hotels Can Find Their Ideal Property Management System

StayNTouch Inc. ·14 September 2017
Investing in the right property management system (PMS) will help increase hotel revenue, drive guest engagement, and boost staff efficiencies, but with many options available, what selection criteria should hoteliers use to make the right decision for their unique property? Knowing that not all hotel PMS solutions are created equal, StayNTouch(r) has released a comprehensive PMS Evaluation Scorecard designed to help hotel operators select the right PMS for their needs and budget.The criteria-based approach is created on a quantitative assessment of the PMS in terms of functionality, flexibility, maintainability, and usability. This gives hoteliers a practical insight into how the software is developed, implemented and supported - and any potential technical barriers that prevent scalability or adoption. Hoteliers can use the step-by-step scorecard to determine the total score for each PMS vendor and then consider only the technology providers with the highest grades. By the end of the scoring process, hoteliers will know how to choose the best PMS for their unique goals and needs.The downloadable scorecard and template address the most critical areas that require consideration during the evaluation process including:Defining goalsCreating a list of potential vendors/solutionsAnnual CostsImplementationMobilityIntegrationReporting/InsightsEase of use/User InterfaceAutomationSecurity and ScalabilityService and SupportJos Schaap, hospitality technology industry veteran and founder of StayNtouch explains, "We realize that the selection and evaluation process of a new hotel PMS can seem like a daunting task. But it's worth all of the effort. After all, the system you choose will play a critical role in helping you manage your hotel and grow your business. We've developed this scorecard to help hoteliers understand the ins and outs of what to look for when evaluating new hotel systems and make well-informed decisions when they are ready to take the next steps. "A well thought out hotel PMS strategy coupled with the right technology partner is very powerful. Click here to download the free PMS Software Evaluation Scorecard or visit http://go.stayntouch.com/PMSEvaluationScorecard_ContentLandingpage.html
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Proven Ways to Guarantee Your Hotel Tech Supplier Has Your Back

StayNTouch Inc. · 5 September 2017
The purchase of a hotel system is only the beginning of the journey. More planning is needed to use the software to its full potential. In today's hectic hotel operational environment, the one thing you don't want to worry about is the support of your technology platforms. If you need something fixed, tweaked or replaced, you want to feel secure that your technology supplier has your back.Here are a few ideas to help hoteliers maximize value from their technology investment: Dedicated Champion On-Property: Make sure that you have a dedicated individual who acts as your technology champion on property. This may indeed be your IT person, but for several hotels that cannot afford an IT resource, it may be your Front Desk Manager or another person on staff. If you have a champion on the property, then your technology partner knows whom to deal with when the time comes to help with service and support issues. Support Forums: Ask your technology provider if they have a support forum. Some do, and some don't. However, if they do, this can be a great tool for hoteliers to discuss issues with their peers and even omit the need to talk to a support representative. Having a support community can make a significant difference in many ways, providing helpful tools at your fingertips. If your technology provider does not have one, ask to see if they can organize a group and moderate it. Education: It is no secret that there is extreme turnover in our industry so confirm that each new person joining your team is well educated on using the technology you have on the property. If you spend the time and effort training a new hire on the systems they will be using - there will be far fewer support issues to deal with. Work with your technology partner to make sure that new hire training is in place and available. Prioritization: It is important for your team to understand the severity of any issue you may have with your on-property technology. Is the issue an emergency or is it something that can be handled within a 24-hour period? Some departments may think that not having data that they can use is disrupting their work day, but this may not be an issue that is an operational emergency. You should have a grading system related to the severity of problems. Back to the first point, if you have a technology champion on the property, they will be able to assess the issue and then decide what the best course of action is. Is it to send an email, click-to-chat or to call the 800 number? Feature Requests: Maybe you have an idea that you may have for a new product feature or enhancement. Technology providers always want feedback from their users, and so a feature request is something they want to know. Find an effective way to communicate these types of needs, outside of the usual support lines. It makes sense to facilitate a discussion with them about your idea and provide input into how the platform grows and addresses ongoing operational issues. Take Advantage of Automation. Automating remote diagnostics, monitoring, and issue isolation and resolution can reduce preventable issues dramatically. By taking advantage of these advanced problem-solving capabilities, your hotel can equip itself for proactive prevention, rapid resolution and continual optimization of systems. Do Your Homework: When you are deciding to move to a new technology provider, do your homework and investigate their service and support department. Make sure that they will be able to meet your needs and talk to other hotels that are currently using their platform. Be informed as the ongoing support of a system is just as critical as how it helps you operate your hotel. Other points could be noted. However, the areas discussed above should be top of mind. If the support backbone of your system fails, your guests will ultimately pay the price. An unhappy guest is much harder to manage then a happy one.One last point, in today's "social world" - check online regarding the feedback related to the support of system you are looking to implement. It can be quite enlightening. Here is a quote that we found on Reddit regarding one of the largest property management companies in the world and their support level:"Dealing with [provider name] support is some of the worst things you can do. I do it for a living. You need to understand how the system works. At one end, you have support staff that is paid for how many tickets they can process. Not solve, process. So, expect to get sent around in a loop of different 'techs' that do minimal work on the ticket and passes it on to the next person."In the business of hotel technology - we are always striving to reach that nirvana state where everything is perfect. While there isn't a silver bullet to futureproof your hotel's technology challenges, selecting the right technology partner to match your goals and strategy will help you to set your hotel up for success moving forward.
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8 Steps to Transform the On-Property Guest Experience

StayNTouch Inc. ·29 August 2017
Optimizing on-property guest experience is increasingly important. In fact, it frequently sits at the top of priorities for most hoteliers. Today, StayNTouch(r), the leading innovator in mobile technology and Property Management Systems (PMS) for the hospitality industry, released a new guide titled, The 8 Steps to Transform Your Hotel's On-Property Guest Experience.Like most things in today's market place, guest experience has changed. It goes beyond person-to-person service and thanks to technology, hotels can connect with their customers in new and engaging ways. On-property guest experience is the most exciting opportunity for hoteliers to drive revenue, loyalty and positive online reviews. Guests are more demanding than ever, and with endless channels to vent their frustrations through, it's a challenge to navigate the guest journey effectively. The goal is to stay away from the cookie-cutter experiences and focus on staying true to your brand promise before, during and after their stay. However, the magical moments created during the stay make the most lasting impressions. This guide is designed to help hoteliers ensure their on-property guest experience is optimized for success.Key strategies include:Offering both self-service and high-touch serviceCollecting data on guest profiles and training your teams to use history and preferences to customize the guest stayHow to create the most memorable experiencesEnsuring your hotel offers omni-channel communications optionsBest ways to showcase your brand personality and local flavorStreamlining processes using technology and standard operating proceduresMonitoring of guest feedback on all channelsMastering the basics"For service brands like hotels, the way the guest feels is always at the center of the experience the brand provides," explains Jos Schaap, the company's CEO. "The best on-property experiences are achieved when a member of your team creates an emotional connection with a guest. Raising the bar on-property by not just meeting but actually anticipating guest desires during their stay can help make you a market leader. It's not hard to see why all hotels should put this valuable stage at the forefront."Click here to download The 8 Steps to Transform Your Hotel's On-Property Guest Experience or visit http://go.stayntouch.com/8stepstoTransformOn-PropertyExperience_ContentLandingpage.html
Article by Jos Schaap

Service excellence and the hotel industry is in our DNA

StayNTouch Inc. ·15 August 2017
Technology, at its foundation, is developed either to make one's life easier or to enable people to communicate more effectively. The problem with developing technology for technology's sake is that companies become too highly focused on the development of the technology, forgetting to understand its full impact on their end users and audience. There can also be a huge void between the development of technology for specific industry vertical if the founders and developers do not have a thorough understanding and knowledge of the targeted industry.The hotel industry in incredibly unique. There is a myriad of different styles of hotels with diverse priorities. There are the smaller properties or those more transactional in nature and on the other end of the spectrum, there are large properties that offer every type of service and amenity available. When we look at today's guest, they are far more complex than they were twenty years ago. There are those looking for that transactional environment while others crave being fawned over. Some are traveling on business, and others are on vacation. Mix the guest requirements or expectations with the different type of property, and now you have an extremely intricate industry. Fairmont Hotels Heritage Place even has a page on its website to educate the traveler on how it differentiates their brand versus others.Service has always been the glue that holds the hospitality industry together. The service experience starts at the beginning of the guests' journey. They start looking at locations and their associated hotels. Their immediate reaction can be based upon the visual and textural content to help them make a decision. Conversely, if they place a call to a reservations center, they have now connected with a person who must exude service at the initial contact phase. When arriving at the property, the service element is heightened. First step is checking in at the front desk and here, they are met again, with someone who must focus on developing a relationship with the guest and providing exemplary service. The guest may wish to forgo the formalities of checking in at a front desk, so the hotel must offer the self-serve options for the guest to go directly to their room. This is an example of a fundamental use of technology as a service. The service element and technology requirement continues as the guest dines at the property restaurant, lounges by the pool or orders room service. It is always there and always expected.When hotels and hoteliers are under such scrutiny related to ensuring that they deliver the service that today's demanding guest expects, they should not have to worry about the technology that supports their operations.The technology provider needs to recognize the hotel landscape and how it has changed over the years - along with guest expectations. The technology partner must have some of the same priorities and objectives as the hotelier and what is needed to optimize efficiently and profitably. The technology partner actually needs to serve as a technological extension of the hotel itself. The relationship is truly a bond.When your technology partner has effectively the same DNA within their team as the hotelier has within their operations, the service element is at the forefront. A hotelier needs to feel confident that their tech partner has' got their back' at all times - whether there is an issue with the platform or there is a front desk person who just needs a little help. If the technology partner has a knowledgeable support team with the same passion for service that hoteliers have for their brand promise to their guest, then this is truly a win-win scenario.When deciding on a new technology platform a large number of hoteliers will look at features, functions and how well the platform will integrate with their other systems. These are all very valid areas of concern that need to be addressed to determine the right fit, however hoteliers need to spend more time reviewing the support and service that they will be receiving from their technology partner. A good place to start is asking for references, talking to their peers and researching the support operations center performance. If the level of service is not there, then the implementation will not be a success, and there will likely be long term negative consequences.Service excellence and the hotel industry DNA need to infiltrate every department within your technology partners' business. If it isn't there, maybe you need to take a look somewhere else.
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StayNTouch Presents an Insider's Look at How to Evaluate Your Hotel Tech Provider

StayNTouch Inc. · 8 August 2017
StayNTouch(r), the leading innovator in mobile technology and Property Management Systems (PMS) for the hospitality industry, today released a list of the 7 most important things hoteliers should evaluate in their current technology service providers or when going through the process of selecting a new one.The free checklist is available for free download at here.These days, technology partners have become extensions of the hotel itself, and just like hotel companies, all suppliers are not created equal. Often the pricing model is the same, but the service and support delivery varies significantly. Who better to shine a spotlight on some of the most common pitfalls that hotel companies should be aware of than one of the industry's most trusted hotel systems provider. StayNTouch, recognized as a technology pioneer and thought leader, gets to the heart of what matters most - decoding the nuances and pitfalls that every hotel should be aware of."Hoteliers need to realize that they set the service standard, not the technology provider," explains Jos Schaap, CEO of StayNTouch. "A true partner will strive to exceed expectations, not just meet them. We want to hotels to step back and take a good look at their current tech partners and consider the costs of the status quo if there are better options available."Identifying the service deliverables and levers that drive realizable value to your hotel business, and then thoughtfully committing to the right technology service providers will help hotels operate at optimal levels on all levels. The keys are setting service expectations, holding vendors accountable, and making a move to a more suitable provider if needed because sometimes the cost of change is a lot less than the cost of staying the same.Click here to download How to Best Evaluate if Your Tech Provider is Delivering on Service or visit http://go.stayntouch.com/EvaluatingyourTechProvider_ContentLandingpage.html.
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StayNTouch Reveals 7 Questions to Ask Every Hotel Technology Provider Before You Say YES! [CHECKLIST]

StayNTouch Inc. ·27 July 2017
A new checklist has been launched by StayNTouch(r), to help hoteliers make the right choice when investing in a new hotel solution. The checklist, titled, 7 Questions to Ask Every Hotel Technology Provider Before You Say YES! was developed to enable lodging companies of all sizes to make better decisions as they consider moving to a new property management system or other hotel solution.Despite the benefits of adopting new technologies being clear, many hoteliers struggle with the process of contracting with and service providers, particularly the hospitality industry which often demands the use, multiple vendors. Even for companies that already manage multiple, complex systems, the process can be challenging and inconsistent. Most hoteliers have no structured guidance through the decision-making process, and without a standardized approach, many have signed agreements that have not been a good fit for their business. This is where the checklist can help.Highlights of the checklist include:The unstoppable rise of mobileImpact of social media and guest reviewsExpectations for messaging, notifications and chatRevenue and service potential of personalized offers"Before you select a hotel technology partner, it's critical to compare the level of service offered by different providers, as well as identify your own objectives and requirements," explains Jos Schaap, CEO of StayNTouch. "Due to the complex nature of our industry, hoteliers almost invariably omit some considerations, leading to consequences for the property when problems later arise. We worked with our industry consultants to put together this checklist which covers some of the most important questions you should ask--and the answers to listen for--to help ensure you're making the best decision."Click here to download 7 Questions to Ask Every Hotel Technology Provider Before You Say YES! or visit http://go.stayntouch.com/7QuestionsforHotelTechProviders_ContentLandingpage.html
Article by Jos Schaap

Software as a Service? Better Focus on the Service!

StayNTouch Inc. ·25 July 2017
According to Gartner, the worldwide market for public cloud services will be worth $204B in 2016. Of this $204B in revenue, SaaS will make up for 20.3% of the addressable public cloud services market.Applications are not only being delivered via SaaS, but they are also focusing heavily on mobile as the mobile landscape becomes increasingly necessary to run business efficiently and effectively. In the hotel industry, the introduction of a SaaS solutions combined with mobile usability is creating a new world of customer interaction and relationship building. There are really no limits to how the combination of SaaS and mobile will continue to embed itself into the hotel and travel industry.The service aspect of SaaS can be divided into several sub-services. These sub-services include distribution of the product, pricing of the product, management of the product and finally support of the product.Distributing a SaaS solution via the Internet has no physical need for indirect distribution because it is not "physically" distributed and it can be deployed almost instantaneously. In the hotel industry, the hotelier will still require multiple systems to manage their business, but as more and more solutions providers begin delivering their solution via SaaS, there will be less of a requirement for intermediaries and partners.The price models associated with a SaaS deployment are also service-oriented. No longer are there significant up-front CAPEX expenditures required to implement a primary or secondary system that will help you manage your hotel more effectively. SaaS providers generally price the solution via a subscription fee model that is charged via a monthly fee or even at times based upon occupancy. This enables the hotelier to budget effectively for expenses that in the past would have disrupted their yearly budget allocation taking monies away from guest facing priorities and having to sound large amounts of money on invisible upgrades. Most SaaS providers also work with the hotel in order to come up with the best pricing model that works for both parties involved.The management of a SaaS solution is virtually unseen by the hotelier. The maintenance of the platform along with upgrades are implemented instantaneously and isn't something that must be dealt with on property. Solutions that are premise-based create an operations headache. Whenever an upgrade or fix is required, the system has to be shut down in order to install the upgrade - which inevitably has an impact on operations. This is no longer the case with SaaS.In concert with the management of a SaaS solution is the support of the software. There is a myriad of backend dashboards that a SaaS provider has at their disposal which enables them to track system performance and even before a glitch is experienced with the system that would impact a hotel's operations. Problems can be anticipated and proactively addressed via the support and monitoring team. Also, when there is an issue that requires direct support, no support representative no longer have to "tunnel into your system" to see what is happening because with SaaS they are right there with you, investigating the problem and rectifying it ASAP.All of these elements are truly service oriented, but the delivery of a SaaS solution adds one more element of service that sometimes goes unnoticed. SaaS systems drive opportunities for higher levels of guest engagement. Employees don't have to be tied to the front desk or within other areas of the hotel because the SaaS solution can be available using most any type of mobile device. With cloud-based access, the executive team can keep an eye on operations or make changes when they are off-property. This would never have been possible just five years ago. Software as a Service is gaining momentum month to month, year to year and it will continue to do so. Most hoteliers are ready for a shift, as they're frustrated by the traditional cycle of buying a software license, paying for a maintenance contract, and then having to go through time-consuming and expensive upgrades. Many hoteliers believe they should have more control over the relationship with their technology provider and SaaS gives that to them. The future is extremely bright for SaaS companies and for those hotels that choose to move towards SaaS implementations.

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