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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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'A good concierge is creative with any challenge': ALICE Interviews Chief Concierge Claudette Breve on the Challenges and Opportunities Facing the Concierge Position

Hosp. Tech Matters - A Blog by Alice· 9 August 2018
ALICE spoke with Chief Concierge of the Jung Hotel and Residences of the New Orleans Hotel Collection, Claudette Breve, about the impact of technology on the concierge profession, the current challenges that face the industry, and where she sees the see the profession going in the coming years.
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5 Tech Trends Revolutionizing The Hospitality Industry

Hosp. Tech Matters - A Blog by Alice· 3 August 2018
These 5 technology trends will change the way how hotels communicate, process payment, check-in guests and more.
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How Nordic Choice's Brand of Innovation is Transforming Hospitality -- Newsletter 61

Hosp. Tech Matters - A Blog by Alice·16 July 2018
In Newsletter #61: With investigations into everything from space travel to food nanotechnology, it's no wonder why ALICE client Nordic Choice Hotels is one of Norway's top 10 most innovative companies.
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'The experiences we curate for guests are unlike anything that can be booked online': Concierge Spotlight with Les Clefs d'Or Member Laura Cunningham

Hosp. Tech Matters - A Blog by Alice·16 July 2018
ALICE sat down with Les Clefs d'Or member and Chief Concierge of The Dewberry in Charleston, Laura Cunningham, to discuss the current opportunities and challenges for the concierge, the impact of technology on the profession, and the future of the concierge industry.
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4 Effective Ways to Boost Your Hotel Staff's Productivity

Hosp. Tech Matters - A Blog by Alice·29 June 2018
Keeping a hotel of any size functioning smoothly is a challenge. Back-to-back reservations, high guest turnover at peak times, and many other factors can stress your team and cause their performance and productivity level to drop. Clear communication is essential so that every member of your hotel staff knows what they should be doing and when. You can help increase the productivity of your staff using both modern technology and old-fashioned techniques. Here are our top four ways to boost your hotel staff’s productivity.
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Renowned Concierge Holly Stiel Discusses How Technology is Changing the Three Fundamental Elements of Thinking Like a Concierge

Hosp. Tech Matters - A Blog by Alice·27 June 2018
Industry leader Holly Stiel explains how the three fundamental elements of thinking like a concierge are elevated by technology.
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Insights to Transforming Your Guest Experience -- Newsletter 60

Hosp. Tech Matters - A Blog by Alice·25 May 2018
Last week, we had the pleasure of speaking at the Hotel Operations Conference in London, alongside some of the greatest UK hoteliers. It was refreshing to see the ambition and opportunity in the room. Candidly, I think it is fair to say that this year has not been kind to UK hoteliers.
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Automating Guest Messaging at Your Hotel Improves the Guest Experience and Saves Staff Time Across Every Phase of the Guest Journey

Hosp. Tech Matters - A Blog by Alice· 3 May 2018
Texting has emerged as one of the most popular ways for hotels to communicate with their guests. However, the time-consuming nature of one-on-one text messaging makes it seem at times at odds with the busy atmosphere of the front desk. A tool such as guest messaging automation increases employee productivity as it enables hoteliers to spend less time doing the actual sending and more time communicating.
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5 Reasons to Use Technology in Hotel Management

Hosp. Tech Matters - A Blog by Alice·20 April 2018
Whether we like it or not, technology plays a huge role in our lives. And it’s for that reason that technology has changed the landscape of the hospitality and tourism industry. Here are five reasons why you should be using technology in hotel management. People Want a Seamless Experience. Most airports allow you to either check in online or go to kiosks where passengers can do it themselves and print out baggage tags without needing staff help. In many restaurants, from high-end to fast food like McDonald’s, you can place your orders and pay via a tablet or kiosk. In cinemas, you can buy or collect tickets at a digital kiosk. The truth is, technology has developed so we don’t need to queue to talk to a person anymore.
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13 Things to Know on the Quest for Hotel GDPR Compliance -- Newsletter 58

Hosp. Tech Matters - A Blog by Alice·14 March 2018
Writing this from the HT-Next conference this week in San Diego, where hoteliers and technology companies are meeting to discuss standards in the industry. ALICE actually has been helping HTNG release a new tool for the industry, an API Registry, that if successful could be such a game changer. Imagine knowing exactly who is integrated with whom when looking for new technology partners. Finally, the first question would not have to be “are you integrated with our PMS?” We encourage all of our technology partners to sign up here.
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The 3 Reasons Why Hotel Operators Should Take Food Waste Seriously

Hosp. Tech Matters - A Blog by Alice·19 February 2018
The hotel industry has been looking at resource efficiency for a long time. The focus has been on saving electricity and wasting less water, and projects to tackle these inefficiencies have become widely adopted. It is only recently, however, that operators have been waking up to the opportunities offered by the reduction of food waste.
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Increase Hotel Revenue Without Putting More Heads in Beds -- Newsletter 57

Hosp. Tech Matters - A Blog by Alice·31 January 2018
In Newsletter #57: Most hotels are realizing that travelers are not their only source of income. We take a look at how, by leveraging hotel assets, people and services in innovative ways, hotels have unprecedented opportunity to open new revenue streams, improve loyalty, and grow their customer base.

Are Hotel Concierges Endangered by Technology? Don't Bet On It -- Newsletter 56

Hosp. Tech Matters - A Blog by Alice·19 December 2017
As the paper of record points out, while digital advances suggest guests no longer need the expertise of a seasoned concierge, distilling our newfound abundance of information, personalizing the guest experience, and going the extra mile are still the province of concierge work. If technology is making a difference to the concierge role, the Times writes, it’s in its ability to actually make it easier for concierges to do their job. And, fittingly, helping concierges via technology is something we’re hard at work on here at ALICE (as the piece’s author describes).
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What Hotel Messaging Can Learn From A Weather Chatbot -- Newsletter 55

Hosp. Tech Matters - A Blog by Alice·16 November 2017
It’s been quite the few weeks leading into Thanksgiving. From our webinar last week on APIs, our plans for GoConcierge and the ALICE product… to HX: The Hotel Experience 2017 where ALICE finally beat robots to a tech prize!... to the DC Expedia show, where we were at this week, I am as ready for the holidays as you are.
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Hotel Staff Will Never Be Replaced By Technology, They Will Be Replaced By Staff Who Use Technology -- Newsletter 54

Hosp. Tech Matters - A Blog by Alice·25 October 2017
We have a great lineup of pieces below. First up, we have a great thought piece on how technology is evolving to let the little guys use it. It’s incredible how often we get calls from smaller hotels, and it’s even more fascinating when we have non-hotel entities, like yachts, mansions and other private “hospitality” businesses calling us seeing if they can use ALICE to operate. That’s the key… every industry is turning to technology to turn good service into a science, and as more do so, it becomes easier to do.
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How to Impress Your Guests During Every Aspect of Their Stay

Hosp. Tech Matters - A Blog by Alice·23 October 2017
To offer your guests an exemplary experience during every aspect of their stay, invest in your online profile, provide your guests with all the necessary information, train your staff to go above and beyond, stay in contact with your guests after you leave.
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5 Tech Improvements to Enhance the Running of Your Hotel

Hosp. Tech Matters - A Blog by Alice·23 October 2017
If you run a hotel, you’ll know there’s nothing more crucial than guest satisfaction. Up until now, this has meant keeping clean rooms, hiring helpful staff and ensuring decent facilities. The times are changing, however, and it’s now more important than ever to stay ahead of the curve if you want to maintain your hotel’s reputation. With technology ever advancing, the customer service model has become decidedly more complex, paving the way for new digitally enhanced experiences. The industry has always been competitive, but the race to follow new trends in technology means it’s harder than ever to stand out in a crowded market. With this in mind, here are five ways technology could enhance the running of your hotel.
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Elon Musk Wants to Make Hotels Obsolete -- Newsletter 53

Hosp. Tech Matters - A Blog by Alice· 4 October 2017
This hasn’t been a great month. The continent has been hit by natural disaster after natural disaster, and now an immensely tragic event happened in Las Vegas this past week defies explanation. I won’t try to. With this tragedy come some probing questions about hotel security. It’s a tough one. Yes, we should always be looking to improve security, both physical and digital. But I for one do not want to see us having to walk through airport-type security to walk into a hotel or restaurant. Our hearts go out to the families whose lives have been destroyed by the actions of one.
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What are the Core Duties of a Hotel General Manager? -- Newsletter 52

Hosp. Tech Matters - A Blog by Alice·21 September 2017
Robots! Such a fascination of ours (and every sci-fi nerd's), yet are they really making a difference in hotels? We think not just yet and write about it below in #1. We’ve also highlighted below (#2) a great inside look at how Airbnb scaled and some advice that can relate nicely to the hotel world.
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4 Ways Hotels Can Boost Visibility Among Guests

Hosp. Tech Matters - A Blog by Alice· 5 September 2017
The hotel industry is a competitive space. There are an endless amount of options when it comes to booking a place to stay for the night. The strong competition puts hotels at risk of not filling their room occupancy. That’s why it’s so important to get ahead of the game and put measures in place that are going to ensure guests find you. The challenge for hotels is to stand apart from the rest and attract guests on a regular basis. It’s also important those guests turn into loyal customers and advocates, who go out and tell others about how great your enterprise is. See four ways hotels can boost visibility among guests.

How to Write a Hotel Employee Operations Manual

Hosp. Tech Matters - A Blog by Alice·30 August 2017
As a hotel manager, life would run so much smoother if all your employees were operating on the same page. No matter whether you’re a big hotel or a small-town accommodation complex, writing an employee operation manual is the best way to refine your business processes. This is so everything operates effortlessly with everybody knowing what they should be doing and when they should be doing it. These manuals are also incredibly helpful when it comes to training new members of staff.
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How to Write a Thank You Email to Your Guests to Encourage Online Hotel Reviews

Hosp. Tech Matters - A Blog by Alice·22 August 2017
For hotel owners or managers, guest reviews can be a lifeline between success and failure. Not enough reviews and people will be discouraged, and obviously, a collection of bad reviews will turn potential customers away. However, many guests will simply enjoy their stay, and that’s it. The trick to success is following up with these customers to secure those positive reviews that will directly increase your sales.
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What Hotels Can Learn About Service Delivery From Domino's -- Newsletter 50

Hosp. Tech Matters - A Blog by Alice·16 August 2017
In Newsletter #50: What hotels can learn from Airbnb's Experiences offering | A lesson in service delivery from Domino's | When convenience drives loyalty. What a milestone... 50 newsletters! Apologies this one is a bit behind schedule. We are in the process of working on a few deals that are truly groundbreaking for ALICE and I am also looking forward to getting married next week. Thank you for your patience in these exciting times.
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How ALICE Helps Hotels Ensure Guest Satisfaction and Drive Loyalty Post-Stay

Hosp. Tech Matters - A Blog by Alice·15 August 2017
How ALICE Helps Hotels Ensure Guest Satisfaction and Drive Loyalty Post-Stay ALICE's Lost & Found logbook provides intuitive functionality for managing guest items, enabling any hotel staff member to track lost items in detail from any device.
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The Modern Concierge Needs to Feel Comfortable Using Technology

Hosp. Tech Matters - A Blog by Alice·29 July 2017
Technology is something that seems to be affecting and touching just about every industry out there. In most cases, this is a great thing, as technology can open new doors, streamline tasks, make a company more productive and more competitive. The hospitality industry is one that has benefitted greatly from advances in technology and one of the places where this is obvious is with the role of the concierge. Where it used to be that a concierge was stationed behind the desk to answer guest queries as best they could, thanks to technology, today’s concierge has never been a greater source of information and assistance for guests.
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A Museum's Text Messaging Program Goes Viral -- Newsletter 49

Hosp. Tech Matters - A Blog by Alice·20 July 2017
It’s been a few weeks since HITEC, and what a conference it was. Not only were the ALICE fidget spinners a huge success (they’ve starred in two recaps of the conference: 1 & 2) but thank you to so many of you who came to meet with us and see the recent launches of our new Guest Messaging and Logbook modules.

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