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

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

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

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

  • HFTP GDPR Guidelines: Privacy Policies for Hotels

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

  • HFTP GDPR Guidelines: Hospitality Guest Registration Cards

    This document offers recommendations for guest information collection on the guest registration card along with consent for use. It can be used as a guideline for loyalty cards, health data, export of data outside of the EU, privacy policies and direct marketing.

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StayNTouch Partners With Event Temple To Integrate Hotel Sales and Catering CRM With Rover Property Management System

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

Ancillaries represent a significant opportunity for hotels

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

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

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

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

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

How Combining Data & Psychology Can Increase Hotel Revenue

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

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

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

Does Technology Dehumanize The Travel Experience?

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

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

Guest Experience: 3 Ways Hotels Can Get It Wrong

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

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

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

StayNTouch: Hotel Technology Trends Blog ·20 August 2018
When it comes to online distribution OTAs have the majority of market share for online reservations. OTAs control approximately two-thirds of all online bookings with no signs of its growth slowing down; it’s predicted that the two biggest players, the Priceline group (which includes Booking.com) and Expedia will account for 94% of all online bookings by 2020.
Article by Jos Schaap

The Critical Alignment of Systems: The History of Hospitality API

StayNTouch Inc. ·16 August 2018
It's no secret -- providing a high-level guest experience requires the support of high-level technology. As we shift into a mobile-centric, hyper-personalized era led by the digital demands of the modern consumer, the pressure for hotels to continuously introduce new technology and advance their existing offering(s) is staggering. While the adoption and timely implementation of new technology is undeniably paramount in a hotel's appeal to the modern consumer -- the success of this new technology relies largely on whether that technology is built on an open API. Think of it this way: imagine there are two great minds sitting in one room, with the knowledge and insight to solve a major problem for a company. The only catch? They speak different languages. Without a translator, they can't work together to solve the problem at hand. An open API acts as that translator, ensuring all systems (with their various purposes) can communicate openly to ensure a seamless operational model.APIs (Application Program Interfaces) act as the integral backbone of a hotel's digital network, connecting hospitality software, applications and programs that keep operations running on any given day. In simpler terms, an API is a way for applications or programs to interface or connect and communicate with each other effectively.Unfortunately, technology integration between systems has always been somewhat of an uphill battle for hoteliers and tech providers. The complexity of connecting two different systems together in order to not only communicate, but to transfer data in an intelligent way, has proven to be an industry-wide challenge. Why? Because different clients often express interest in different data sets or information, and the act of connecting two systems has traditionally been associated with high costs. Rather than paying one fee to ensure seamless integration, the PMS vendor would charge an interface fee as well as the secondary system provider. This likely attributed to the slow pace at which the hospitality industry has traditionally adopted new tech -- it was, at times, simply too expensive a venture. Luckily, we've shifted into a time where open API's are becoming an industry-wide gold standard, with technology providers offering an advanced solution without the hefty fee for connectivity.So, in this world of API and robust technology demands, where did we begin, where are we at now and where are we headed? In the early days, interfaces were hard wired via serial interfaces. High-Speed Serial Interface (HSSI) was a short-distance communications interface that was commonly used to interconnect routing and switching devices on local area networks (LANs) with the higher-speed lines of a wide area network (WAN). Typically, HSSI is used to connect a LAN router to a T-3 line. A great deal of computing power was required and sometimes a little black box was in place to enable the transfer of data. After that came XML and thus API's and the capability to utilize the Internet to complete interfaces and speed up the connective process. While this was a much-needed step in the right direction, it did not come without its challenges. Namely, companies saw this movement as an opportunity to monetize the integration process at the expense (rather than the benefit) of the hoteliers. Combine this with the unavoidable challenges that come with the adoption of new technology, and many hoteliers found themselves rightfully skeptical of the introduction of new systems (PMS, CRM, CRS and more). Sure, connectivity was now possible, but those APIs were far from open -- rather, that kind of access was trapped behind expensive processes. With the shift to an open model (which is finally being embraced by the hospitality industry) developers can freely access API's in order to link systems seamlessly and create a streamlined experience for hoteliers which translates to an enhanced guest experience. With the power of readily-accessible API's, hoteliers can cultivate a data-driven, guest-centric experience utilizing shared data across all applications, therefore curating a unique, personalized offering. This is the future of the hospitality industry, as the modern guest demands a more personalized relationship with the hotels they frequent and demand communications, upgrades, offers and on-property experiences that go that extra mile.In fact, open API's aren't just the progressive 'gold standard' of connectivity-- they are shaping up to be the only way in which hoteliers can truly keep up with the technology demands transforming the hospitality industry. With the constant bombardment of new entrants (apps, data and revenue streams, engagement opportunities) the only way to utilize the data from these new platforms will be through the use of APIs. Of course, there are a number of issues that still stand between the hospitality industry and total hotel system integration, including: security, legacy vs. modern system versions, lack of unified standards between systems, cloud-based vs. on-premise systems and more. But with this shift to an open API infrastructure and reduced implementation costs, in combination with the increased adoption of cloud-based, mobile-friendly software and modern (versus legacy) PMS technology, the hospitality industry is making major strides in the right direction. After all, with so many different hotel systems (by various technology vendors and developers) frequently running at a single property, the need for a fully integrated, cloud-based and data-driven operational experience is paramount now more than ever before.

The Evolution Of Online Travel Distribution & Its Impact On Hotels

StayNTouch: Hotel Technology Trends Blog ·13 August 2018
It’s easy to forget that we didn’t always complete bookings via the internet. Before the advent of online check-in and price comparison sites, airline tickets and hotel reservations usually involved booking via tour operators or travel agents. If you wanted to make a hotel booking independently, you would have to research the one you wanted through a guidebook, more than likely make an expensive international call, and follow up with a letter!

Technology-Based Hotel Amenities: What Do Guests Care About Most?

StayNTouch: Hotel Technology Trends Blog · 7 August 2018
Hotel amenities have evolved immensely over the past 40 years. Guests now expect so much more and hotels are facing a constant need to add or update amenities to accommodate guests’ ever-changing expectations.
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How Mobile and Self-Service Technology Can Set Your Hotel Apart from the Competition [Guide]

StayNTouch Inc. · 2 August 2018
To help hoteliers meet the emerging needs of modern guests, StayNTouch has released their latest guide, titled, How Mobile and Self-Serve Technology Can Set Your Hotel Apart from the Competition. "Most hoteliers are aware that mobile can be a powerful tool to reinforce the guest experience and promote loyalty," explains Jos Schaap, the company's CEO. "But mobile can also be used to address pain points in guest service and interactions, such as long wait times or special requests. In fact, opportunities for hoteliers to harness mobile tools arise throughout the entire guest journey, including booking, pre-arrival, on-property, and post-stay."To derive maximum benefit from mobile, hoteliers will need to select and integrate solutions that encompass not only the guest experience, but that also increase staff efficiency and operations, creating a unique stay that is reflective of their brand promise. This unique guide reveals the actionable tactics that hotels can use to stand out from the crowd and keep guests coming back.To download How Mobile and Self-Serve Technology Can Set Your Hotel Apart from the Competition CLICK HERE.
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How Travelers Use Online & Social Media Channels To Make Decisions

StayNTouch: Hotel Technology Trends Blog ·31 July 2018
The world is on the move. The global travel economy of $5 trillion (and growing) is one of the world’s largest industries and according to a report by World Tourism Organization people are traveling more than ever. Globally, on average, every day, more than 8 million people fly and it is estimated that by 2030 a global population of 8.5 billion people will take approximately 2 billion international trips.

Response to the 2018 Hospitality Technology Study: Hoteliers & Technology Vendors Must Work Together for the Greater Good

StayNTouch Inc. ·24 July 2018
The answer to the question can be found in the 2018 Hospitality Technology Study (available for download here) conducted by the leading hospitality technology brands Fuel Travel, Flip.to, and StayNTouch. Over 358 respondents, responsible for buying or selling hospitality technology were asked to identify common priorities along with potential divides among hoteliers and suppliers.Some of the key takeaways:Guest experience is a top priority; leveraging technology is how we accomplish this.The industry is lacking technology integration; educate, improve, and invest wisely.Hoteliers and vendors are mostly on the same page; can we save time and money?Hotels struggle with data; they're asking for supplier support.Don't believe the hype; the next best shiny tech isn't always the next best shiny tech. Again, take advantage of the tools and the research in order to invest wisely.When asked about their top three hotel technology challenges, it was no surprise to me that both groups agreed that the number one challenge was a lack of integration between products (note that twice as many suppliers chose this). In the number two spot, hoteliers cited increasing costs, while suppliers cited a lack of innovation. Both of these ideas are true and have everything to do with the lack of integration . Finally, both groups agreed that meeting guest expectations was the third largest challenge in terms of new technology.Overwhelmingly, 55.2% of hoteliers were not satisfied with their current PMS provider. My guess is that this is because many hotels are reluctant to move from legacy PMS systems to more modern ones. Other hotel technologies rated a bit higher for the most part. However, based on other questions in the survey related to provider support - it would make sense that hoteliers may feel good about the technology but not as good about the service they're receiving to support the technologies.When considering the most important factors for choosing new solutions, both groups agreed that ROI, integration to current technology, and ease of use were top priorities. Support, price, and mobility were also top priorities. As our industry evolves to the new open architecture environment, the period for transitioning and connecting systems can take less time and should not add recurring expenses. Hotels are now able to transition to a new cloud-based PMS seamlessly, with no large upfront hardware investments as we finally see the trend move away from the old model of proprietary systems and costly integrations.Download the 2018 Hospitality Technology Study Top priorities for booking engine solutions were: integration with PMS and website, ease of use for guests, and mobility. But herein lies another difference. Hotels were focused on ease of use for their systems while suppliers were looking at ease of use for the guest. Still, mobile friendliness held a much higher priority for hoteliers, and in turn for their guests. Ease of use with systems translates to ease of use for guests so in the end, these two priorities are more closely aligned than the survey responses might suggest.The overall shared consensus provides the best starting point for both groups invested in building open solutions that will continue to redefine the technology landscape over the next few years. Further down the list of priorities: chatbots, virtual reality, and blockchain, all of which came in last place. Whether this is because of a failure to deliver on the promise of this technology, or a failure to understand the value of it, no matter: AI is likely an important advancement for both hoteliers and suppliers alike. Voice search was also determined to be another major disruptor on the horizon.To me, the survey results are very encouraging. There should definitely be a continued honest exchange of ideas and dialogue between hotels and technology leaders for the greater good of our industry. As we narrow the gaps and come together toward an even more dynamic and integrated technology future, we look forward to building stronger partnerships with greater communication around creating the most flexible solutions, designed to satisfy guest and hotel business needs today and for years to come.Download the 2018 Hospitality Technology Study
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How Millennials Are Influencing Change In The Hospitality Industry

StayNTouch: Hotel Technology Trends Blog ·17 July 2018
Each generation has an impact on society and millennials seem to be an unstoppable force. Poised to reshape the economy, millennials are influencing changes in industries across the board and are forcing companies to change how they do business.
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Hotel Technology: Trends Impacting the Hotel Experience

StayNTouch: Hotel Technology Trends Blog · 3 July 2018
While not all guests (yet) are digital natives, the majority of them use their mobile as their primary way of interacting with the world around them. So, not surprisingly, when it comes to their hotel stay and travel technology, consumers have high expectations – they want hotels to make their life easier and less stressful. Not only that, but they expect to be recognized and seek a high degree of personalization throughout their entire journey; pre, post stay and mostly importantly during the actual onsite experience itself.
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Fuel Travel, StayNTouch and Flip.to Examine the Alignment Between Hoteliers and Vendors in New 2018 Hospitality Technology Study

StayNTouch Inc. ·18 June 2018
Fuel Travel, Flip.to and StayNTouch joined forces to conduct an extensive study of hundreds of hoteliers and suppliers to learn where the industry can improve from a technology perspective. Exclusive copies of the comprehensive study will be available at this year's HITEC in Houston at booth's #1003 and #1133. The study addresses technological shifts and trends, highlighting critical issues the industry faces. Moreover, the study identifies where hoteliers and vendors are aligned, and where they differ, in the perceived priorities and challenges the market faces. The results are compiled from 358 respondents, all of whom are involved in the process of purchasing or selling technology within the hospitality industry.The study's insights show that improving the guest experience is a top priority amongst both suppliers and hoteliers, and there was a consensus between hoteliers and suppliers that the need to improve integration between existing products is imperative when selecting a new provider.In addition to the strategic focus, the study also sought to understand what emerging technology and tactics would make an impression in hospitality in the foreseeable future. Artificial Intelligence stood out, with 43.5% of hotels wanting to increase spending on this evolving tool in the next 2 years."This study really gets at the root of how hoteliers and vendors view the state of the market today and where they believe the investment and priorities should lie respectively," said Stuart Butler, Chief Operating Officer of Fuel Travel. "I'm excited to have the opportunity to partner with StayNTouch and Flip.to and share this vital information to both hoteliers and suppliers."To get an exclusive early copy of the study, stop by booth #1003 or #1133 at the HITEC Houston conference from June 19-21About FuelFuel is a full-service online marketing agency that specializes in providing simple and effective software and digital marketing solutions to the hospitality industry. Our standard is to provide quantifiable results, strategies driven by direct revenue, and exceptional customer service and support.About StayNTouchStayNTouch is a "Software as a Service" mobile hotel property management system (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long-lasting relationships with their guests by delivering personalized service levels that today's guests require.About Flip.toFlip.to, the advocacy platform for hotels--Reach, inspire and convert an entirely new global audience of travelers every day with Flip.to.Flip.to lets your guests introduce your hotel to the world, combining trust with massive reach and introducing your hotel to travelers just one degree away--warm leads who are the perfect fit. Start building your ever-growing team of advocates who turn meaningful moments into measurable ROI, and instantly see the unmatched impact when you switch on this entirely new channel. http://flip.toEditorial Contact:Frewoini GollaDirector of Marketing frewoini@stayntouch.com301-799-3280
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StayNTouch to Liven Up HITEC with a PMS Technology Showcase and an Exciting Game of Jeopardy-The Hotel Maven Edition! (Booth #1003)

StayNTouch Inc. · 6 June 2018
Tuesday, June 19 - Thursday, June 21One-on-one Consultations with our Hospitality technology experts and a game of Jeopardy: The Hotel Maven Edition, George R. Brown Convention Center | Booth #1003Stop by Booth #1003 to see our PMS product suite in full force and learn why Hotels from MGM international to First Hotels have partnered with StayNTouch to enhance their guest experience from end to end, improve operational efficiency and increase incremental revenue. We encourage you to book a meeting time in advance.See our intuitive and fully featured Mobile PMS in real timeTest Drive our Zest-Station Lobby Self-Check-InExperience an intuitive mobile check-in in under 30 secondsLearn how you can reap the benefits: 10%-20% Increase in Revenue; 20%-30% of Cost Savings and More.Plus, for the first time, you can play Jeopardy: The Hotel Maven Edition with your peers at Booth #1003. Test your hospitality knowledge to enter-to-win a prize and the bragging rights that come with victory!Wednesday, June 20 | 8:30 - 9:30 AM | Level 3 Meeting Room 370-ATechnology Showcase: Your Guests are Changing, So Should Your PMSGeorge R. Brown Convention Center | Level 3, Meeting Room 370-A Jos Schaap, CEO, and Founder of StayNTouch will be leading a demonstration that will examine the impact that a Mobile PMS is having on hotel operations, revenue generation and guest satisfaction.Throughout the presentation, attendees will learn why it is essential for hotels to arm their staff and property with a modern PMS that will future-proof their hotel to respond to today's digitally driven consumer. A new guest engagement reality is here and those who stay ahead of technology trends will come out the winners.Jos will be joined by special guest, Area General Manager of Modus Hotels, Washington DC, Marco Burlimann. Modus Hotels is a customer of StayNTouch and have deployed Rover PMS in all of their hotels.Tuesday, June 19th | 7:00 PM Customer Appreciation PartyHotel Alessandra | 1070 Dallas St, Houston, TXAfter the inevitable information overload, you're bound to endure on the HITEC exhibition floor, come and wind down at Hotel Alessandra and enjoy a breathtaking view of Houston."We're excited to host this event for the customers we've come to know as invaluable partners. This is a small token of appreciation for their commitment to building a lasting relationship with StayNTouch"-Jos Schaap, Founder, and CEO.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 Web: Guest mobile check-in and checkout from their smartphone resulting in fewer guests waiting in line. Drive upgrade revenue & monetize early check-in and late check-out requests. Upsell opportunities, Review bill, preferences collected. PMS-integrated. White-labeled for your hotel.Zest Station: Operational efficiency and guest satisfaction delivered in one package, the PMS-integrated Zest Station streamlines the lobby-based check-in, key retrieval, and check-out processes by letting guests skip the line and get on with their stay. Integrates with Manual Key Encoders, Payment Terminals, and printers as required. Provides an opportunity to collect guest e-mails. Branded to your hotel's standardsRover Connect: Build better bespoke products with StayNTouch APIs. Now available, guest service APIs bring StayNTouch guest interface features to any custom development project. Features include Check-In and Check-out, Early Check-in Management, Late Check-out management, Upgrades, Add-ons, Guest Profiles, Availability, Reservations, Sign In / Authentication and more.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 connects with guests. StayNTouch is a trusted partner to many of the most forward-thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, 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!"Twitter: @StayNTouchIncFacebook: facebook.com/stayntouchLinkedIn: LinkedIn/stayntouch

Why Can't We All Just Get Along? The Future of Hotel Technology Integrations & APIs

StayNTouch Inc. · 5 June 2018
"A picture is worth a thousand words. An interface is worth a thousand pictures."Ben Shneiderman, Professor Computer Science at the University of MarylandThe capability to have an open platform/solution or software product that is truly agnostic when it comes to integrating with third-party systems in today's hotel technology space is paramount to the success of a well-run hotel. After all, ensuring that each guest enjoys the highest level of guest service available is the primary responsibility of every hotel. Behind the scenes, hotel systems are busily chugging away to support the operational demands of the hotel, including the pre-stay and post-stay experiences that the guest receives.In the past, an "everyone for themselves" mindset seemingly ruled the hospitality landscape. Those technology providers would often nickel and dime every tech weary hotelier they supplied their solutions to, hoping to maximize their profit. Not only could hoteliers expect CAPEX costs associated with a specific integration from both tech providers to connect their systems together; on top of this, each provider would charge a maintenance and support fee per annum for the interface itself. These charges could range from 15% to 25% per annum.We now live in a world of API's (Application Programming Interface) or, back in the day, "interfaces". Some technology providers may focus on integrations. Unfortunately, these integrations can be much more cumbersome and costly due to their legacy nature in which systems need to be tweaked in order to communicate with each other fully. However, in most cases, it is just an interface that needs to be put in place for two systems to communicate. Ideally, hotels require open communication streams between systems to ensure the property management system (the technological backbone of the hotel), can do its job efficiently. These interfaces have become increasingly more complex due to the nature of our industry and what the modern guest expects. New entrants can complicate the interface landscape when they develop their apps/platforms or solutions on architecture that is far ahead of some of the legacy systems that truly run a hotel.There have been a number of associations that have tried to tackle the complex world of integrations. The Open Travel Alliance, HTNG, IATA in the air industry and its New Distribution Capability (NDC) have worked tirelessly to try and deliver an "open" environment, where it is easier for each technology provider to communicate hopefully lowering the costs and barriers of these interfaces. Using mainly the same schema (language) should help with the delivery of seamless integrations, but unfortunately, some providers of technology have a legacy mentality where even though there may be standards available that simplify interfaces and thus making them theoretically cheaper to develop. Unfortunately, these interfaces are still seen as a source of revenue for the hotel technology provider, and the game continues.There is a solution on the horizon regarding this confusing and costly integrations environment that we, as an industry, have established. New entrants into the property management space will push the envelope to ensure that there is a change to this burdensome integration landscape. It starts with offering a property management cloud solution that is surrounded by open API's that allow any application to connect to their platform. In this interface methodology, there is no longer a need for systems to charge excessive, ongoing fees to hoteliers to establish connectivity between platforms. This should, in effect, reduce the chaos of having thousands of available hotel specific systems in the market today.According to David Turnbull, the CEO of Snapshot, a company that is focused on hotel data aggregation and innovation, within the next five years, hotels will only work with vendors that permit interoperability, flexibility, and open access to the data needed to power their guest experience. My take is that interoperability, flexibility, and openness will be the future of our industry. Technology companies can no longer compete within a proprietary, closed ecosystem. Hoteliers do not want to deal with companies that have a myopic viewpoint on the future of our industry and its relevant technologies. Rather, they want to work with companies that understand what the future will bring to our industry. They want to work with companies that understand the financial pressures on today's hotelier and ensure that they are developing great solutions to enhance hotel operations through the delivery of open API's, while also decreasing costs.This is not to say that the delivery of open API's will fix everything -- hoteliers will still hang on to an old, antiquated system that works because in their viewpoint it does not need to be replaced. Until each system is cloud-delivered or developed, we will undoubtedly still face some challenges, but rest assured that the days of proprietary, costly integrations are finally coming to an end.In the case of StayNTouch, we are looking at this problem in a very different manner. We know that connecting systems is difficult, but we also know that this should not be a recurring expense for hotels. With this in mind, not only does StayNTouch have open API's - but we also offer traditional interfaces for free. This enables the hotel to transition at its own pace ensuring a successful implementation of your new cloud property management system.
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Next Gen Tech You Shouldn't Miss at This Year's HITEC in Houston [CHECKLIST]

StayNTouch Inc. ·10 May 2018
StayNTouch will be at HITEC in full force, and in addition to showcasing our latest innovations at our booth #1003, we've broken down the top things to explore to make your HITEC experience a success. As our excitement builds for another year of incredible innovations and industry expertise, we've rounded up a list of what technologies and events you should look for at HITEC Houston 2018. You won't want to miss these...CLICK HERE TO DOWNLOAD this free checklist to learn more about:Voice TechnologyMobile InnovationsAI, IOT & VRNext Gen PMS SystemsMust attend eventsAnd much more...Not going to make it down to HITEC this year but want to learn more about our platform? Visit us at StayNTouch.com to request a demo.

5 Signs It's Time to Change Your Hotel Property Management System

StayNTouch Inc. · 2 May 2018
Sticking with an outdated solution only leads to a drain on resources and the loss of opportunities while making a change to your hotel PMS can reinvigorate your brand, increase revenue, and drive loyalty. Here are five signs that it is time to change your PMS to ensure it remains and/or becomes a profitable investment.1. Your current PMS is showing its ageA common complaint about a PMS is a failure to integrate or fully implement essential new features and communication tools. Systems have gone a long way since they first emerged. Guest engagement functionality and mobility, for example, have become increasingly popular in modern systems, but legacy solutions often don't offer it. Look for a system that is cloud-based and has data accessible to every department in real-time. If your current PMS does not have the mobile, self-serve, automation, or SMS features you need, then it is time to shop for a system whose functionality matches your current requirements.2. Your employees are always frustrated with itThe true value of your PMS is fundamentally defined by the folks who use it on a daily basis. If your employees express frustration because the system is overly complicated and requires extensive onboarding or is unstable, slow and buggy with poor support offered by the vendor, it might be time to look for a new provider whose uptime and user experience is highly rated.3. You need integration with more third-party appsIn theory, any software platform can integrate with another. However, if your periphery systems don't communicate in real-time with your PMS, and data from third-party solutions needs to be entered manually, you are putting a drain on resources, productivity and risking errors. Legacy systems require expensive and time-consuming interface development that could take months (or longer) and need constant updating every time you add a new app or features change. To maximize your scalability and future-proof your operations, look for an open-source, cloud-based PMS with configurable modules like StayNTouch Rover PMS.4. Vendor support and maintenance is costing youYou know it's time for a change when your PMS when service and support is costing you time, money and productivity. On-premise systems entail constant upgrades which can get expensive, and many providers tack on hefty monthly fees for support, performance upgrades, and customizations of their software. If you invest in your own hardware, you have to put forward capital upfront. That is not the case with the cloud. A cloud-based PMS is built for high performance, data backups, reliability, security and turn-key monthly pricing which includes customer support, upgrades, monitoring, hosting and more. The cloud is also more energy-efficient than legacy infrastructures.5. You want a better return on your investmentYour PMS should not only save you time and money but also generate revenue for your business. From automated upsell and marketing to revenue management and analytics, you need a system that delivers a high return on your investment. If your system does not offer marketing automation, integrated booking engine, guest history/stay data, and simple dashboards with KPIs to better understand guests - you are missing out on reduced costs through better staff productivity, and higher revenues via better sales and more satisfied, loyal guests.Replacing your PMS may seem like an extensive undertaking, but, if you are running into one or more of these roadblocks, the decision to delay the change may well cost you more than the investment required to make a strategic update. If your property management system is holding you back and obstructing opportunities for innovation, take a fresh look at what a more modern PMS from StayNTouch can achieve.

Shifting Your Hotel Staff from Task-Oriented to Guest-Oriented [Guide]

StayNTouch Inc. ·26 April 2018
In the world of hospitality, there exists a crucial difference between simply servicing a guest's demands and providing truly outstanding guest service. Hotels that are able to focus on the latter will reap the rewards with increased guest loyalty and, in turn, an undeniable ROI in their business model. Why? Because great hospitality is about great service, and at the root of that understanding exists the realization that hotels need to be guest-oriented rather than task-oriented. So, the question becomes, how can hoteliers empower their staff to shift their customer service model to one which is personalized, attentive and responsive in nature, rather than reactive and task-focused? How can hotel owners free up their staff to provide their best service and connect with guests on a deeper level?Believe it or not, the answer lies in your hotel PMS system.Much of the frustration experienced by hotel staff as it relates to daily operational duties, can be correlated to limited technology or software that fails to enhance or streamline their day to day duties. This often starts with the PMS system, and whether it is intuitive, user-friendly, full-featured, mobile-centric and comprehensive. After all, technology should enhance operations and productivity, not act as a burden or limitation to your team. You can't expect your staff to step up their game if you don't provide them with the tools to do so. With the right mobile-centric PMS technology in place, your staff can experience the freedom to excel at their jobs with anytime/anywhere access to improved communications, real-time property updates and vital guest information at a glance.To download the free guide, Shifting Your Hotel Staff from Task-Oriented to Guest-Oriented, CLICK HERE or go to http://www.stayntouch.com/resources/shifting-your-hotel-staff-to-staff-oriented/?utm_source=Hsyndicate_HSMAI_HospitalityNet.

Evaluating the Hype Behind Mobile Keyless Entry for Hotels

StayNTouch Inc. ·19 April 2018
With the ongoing evolution of technology and consumer preferences, we frequently bear witness to a trend of forced adaptation amongst businesses, both large and small. Across industries, business owners can often recognize the tides of change rapidly approaching their service offering. Hoping not to be left behind, they fervently work to prepare for those impending upsets by adopting responsive, small-scale changes to ride the wave of the bigger vision and more innovative players. Adapt and evolve is the key to survival in a competitive consumer market, after all. The only problem is, in today's marketplace -- with the hospitality industry being no exception -- guests are as smart as they are selective. They know better than to bite at small change, when the more innovative brands are willing to go all in, and offer their guest a more complete, improved experience. They don't just want a piece of the cake - they want the whole cake baked to their exact preferences each and every time. Let's use this understanding to take a closer look at the mobile evolution. Across the hospitality industry, we're seeing the rapid implementation of mobile functionality solutions based on guests' demonstrated preference for mobile engagement and convenience. Within this trend, hotels are investing in apps, improved mobile booking technology, mobile keys, mobile kiosks/concierge and more. Mobile keys have captured the interest of hoteliers and guests across the industry. There are a number of reasons for this, including the environmentally friendly and sustainable nature of an app-generated key in place of a plastic keycard, increased security and front desk by-pass. In fact, a study released in March shows that 73% of guests want to bypass the front desk, and 63% would prefer a mobile key solution. However, it's important to realize that capitalizing on the true power (and ROI) of mobile extends far beyond just installing a mobile key solution, and stopping there. Without the underpinnings of a strong, versatile and mobile PMS, just having a mobile key solution may only fix a small portion of the guest engagement challenge that hoteliers face today. Basically, it might just be a piece of the cake, while your guests are left still hungry for more. Rather, hoteliers need to adopt a holistic approach to mobile and the way in which it can (positively) impact every fact of a hotel's operations. This approach should focus on an intuitive PMS system, seamless mobile check-in/out technology and guest self-service stations, as well as mobile keys. A genuinely intuitive hotel PMS system should effectively enhance the daily workings of your front desk operations, rate management, group management, reservations, housekeeping's and financials, all at a glance. While an upgraded PMS may not be immediately recognizable to a guest, you can trust that they will quickly appreciate the service advantage it provides. Why? Because an empowered, mobile staff removes barriers and services guests where they are, 24/7. By freeing your staff from the limitations of a task-oriented service model, you are enabling them to connect with guests in a valuable way and provide enhanced, personalized service. They can interact with the hotel property and guests in an interactive, responsive way while also increasing revenue opportunity with upsell prompts from the PMS. These upgrade and package prompts can even be built-in to the guest self-service stations, ensuring each guest is in complete control of their experience. With this functionality in place, you can cater to those guests who prefer a low-touch, efficiency-based service model as well as those who prefer a more personalized experience. Further, your mobile check-in/out solution is just as critical (if not more so) than your mobile key. The check-in and check-out process represents each guests' first and last impression of your hotel, after all. A comprehensive and foolproof mobile check-out solution should not only work seamlessly each and every time, but it should empower the guest with choice of service, provide a sense of exclusive connection, differentiate your hotel, offer upgrades and monetize late check-in/out. When it comes to mobile, it's about the whole picture -- not just part of it. Ensure you are setting your hotel up for long-term success with a complete, multi-faceted mobile solution in place. With this approach, you can not only weather the tide of change, but you can continuously get ahead of it to offer a truly innovative experience for your guests.

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