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[ARTICLE] Opportunity Intersection: The Corner of Technology and Service

Pegasus Blog· 7 June 2018
Studies show 70 percent of customers will stop doing business with a company after one bad experience, while nine out of 10 say they would pay more to ensure a superior one.

[SLIDESHARE] What Makes for a Great Booking Engine?

Pegasus Blog· 5 June 2018
We know great booking engines boost sales and decrease commission costs. But which features make for a great booking engine? And how does artificial intelligence factor in?

Pegasus Partners with ICE Portal to Optimize Inventory Distribution for Hotel Customers

Pegasus ·31 May 2018
Today Pegasus Solutions announces its partnership with technology company ICE Portal, the leading visual content curator helping hoteliers manage and distribute visuals to thousands of online travel agents and travel related websites worldwide. Pegasus hotel customers benefit from the partnership by accessing the ICE Portal technology through their Image Gateway within the Pegasus reservations platform.Pegasus customers using Image Gateway gain access to thousands of optimized hotel photos, videos and 360-degree virtual tours. Customers can easily select, manage and distribute compelling and consistent visual assets with their inventory - all in one place."Our hotelier customers save significant time managing their visuals in Image Gateway," said Rainer Gruber, Senior Vice President of Account Management at Pegasus. "Further, hoteliers using Image Gateway boost sales because they distribute more high-quality content which enhances probabilities that their inventory is easily discovered online by travelers. Once engaged online, travelers also tend to connect better with those hotel brands marketing fresh, consistent and up-to-date visuals."Recent updates to Image Gateway are many and include a tag manager allowing visuals to be associated with meta data, adding search engine optimization for travelers browsing online. Content scores are also available for each property to help identify where any visuals need improvement. A new image tracker also shows users where visuals are being exported, when they were uploaded, and when they are expected to appear live.Pegasus hotel customers benefit from best-in-class distribution through its reservations platform. The company is a global leader in hospitality technology and is current focused on completing its next phase of investment in creating the market's leading next generation cloud-based, cognitive distribution platform. About ICE PortalICE Portal is a technology and marketing company that helps travel suppliers manage, curate and deliver their visuals to thousands of online travel and travel related websites. To find out how ICE Portal can work for you or to learn more about the company please visit

3 Things to Consider Before You Deflag Your Hotel

Pegasus Blog·29 May 2018
There aren’t many industries where a business owner can suddenly change the name and niche of their business and remain successful. But a growing number of hotel owners are deflagging, and making a go of it as an independent. If you’ve reached a point where you’re asking yourself, “Is deflagging my hotel the right choice?” there are three things you should consider before moving onto the next question of, “How will I deflag my hotel?”

[GUEST POST] Four Ways To Boost Bookings From Corporate Clients

Pegasus Blog·24 May 2018
The Global Business Travelers Association expects global business travel spend to grow by 6% by 2020. If you aren’t making the most of this opportunity to grow your corporate client business, read on for four ways you can boost hotel bookings from this section of the consumer base.

Advantages of Booking Engines with Artificial Intelligence

Pegasus Blog·18 May 2018
Great booking engines boost the volume of direct bookings and maximize the profitability of your reservations.

Tips to Boost Hotel Digital Marketing Efforts

Pegasus Blog·15 May 2018
Online marketing has grown increasingly complex, and within the hospitality industry there is no exception.

How Hotels Can Deliver What Business Travelers Expect

Pegasus · 9 May 2018
By catering to today's business traveler with the right offerings, hotels can generate a stable revenue stream. Reports indicate that the number of business trips each year has increased by 38% since 2009. In fact, direct spending on business travel by domestic and international travelers, including expenditures on meetings, events and incentive programs totaled $307.2 billion in 2016 alone.So it begs the question, what are the guiding principles hoteliers should adopt to ensure they attract their share of business travelers?There's no such thing as a "traditional" business traveler anymore. Business travelers often come with expectations that are rooted in a need for efficiency. But delivering on efficiency for those guests can't be achieved if their varying needs--and who they are--aren't understood. Business travelers are no longer the age-old, traditional, mature man. Instead, they are increasingly diverse in age, gender, nationality and career type.And, business travelers are increasingly millennials. In fact, Boston Consulting Group forecasts that by 2020 millennials will account for close to 50% of all business travel spending. And what are millennials looking for? Often it's big lobbies, and shared spaces. Being close to entertainment (or an easy way to get there) is key. They're on the go, in an Uber ride, texting on a mobile device to your staff about what they need prior to their stay.Now, naturally this is a generalization. But the point is that guest service needs aren't "traditional" anymore. We need to understand the 'who', the 'what' and the 'why' that makes up their travel profile - and their person. Remember that time is money. Efficiency is paramount for business travelers, and often they're meeting tightly scheduled agendas. They are often acutely aware of their time. This being the case, real-time service and effective integration become more important than ever. For example, business travelers expect a simple, fast and incredibly responsive booking process. Whether they book their trip online, from their mobile device or through an app, your corporate guests will expect their booking, check-in and check-out process to be entirely mobile-friendly, easy to navigate, highly visual and with the functionality to offer corporate rate logins, upgrades and loyalty options. They also expect prompt staff responses to any inquiries or issues that come up during their stay. Don't underestimate free high-quality Wi-Fi. It may seem simple, but a primary factor in booking decisions of business travelers is the availability of free wi-fi. In fact, a Research+Data Insights study found that 7 in 10 travelers say that fast, accessible Wi-Fi is more important than a hotel's location, parking facilities-- or even free breakfast. That's because a majority of business travelers carry three devices; usually a phone, a tablet and a laptop. Hotels today must be wired.It's all work...but some play. The latest trend taking shape is the rise of combined work and leisure trips, to satisfy increasing work-life balance needs. As hoteliers work to understand and embrace their millennial guests, it's important to remember that millennials have seemingly led the "be-leisure" trend, frequently adding personal days into their business trips. While not all business travelers are millennials, your hotel could offer work-life balance options such as complimentary health and fitness options, built-in packages catering to both business and pleasure, local travel advisories, tours for local hot-spots, tourist attractions, and a range of dining and entertainment options.The future is mobile, and automated. Virtual kiosks, mobile check-in, mobile keys and concierge, automatic alerts and specially curated offerings, AI technology--guest preferences continue to indicate an increased desire for automated services. According to a 2017 survey by Northstar, business travelers are optimistic when it comes to technology's role in improving their business travel experience: 48 percent would like to use text to update their travel arrangements.Not only do automated features allow for improved efficiency, they provide a critical opportunity for the collection of guest data. If you control the data, you can control the guest relationship and service. And the automation frees up your staff to interact with each guest, shaping a more personalized guest experience--all the while learning about the needs of each unique business traveler.

[ARTICLE] How Hotels Can Deliver What Business Travelers Expect

Pegasus Blog· 9 May 2018
Reports indicate that the number of business trips each year has increased by 38% since 2009. In fact, direct spending on business travel by domestic and international travelers, including expenditures on meetings, events and incentive programs totaled $307.2 billion in 2016 alone.

Hotel Deflagging: What It Is and Why Owners Do It

Pegasus Blog· 8 May 2018
Perhaps you’ve heard the topic discussed recently or in the past: “hotel deflagging.” But what does it mean to deflag, and why do owners do it? Big hotel brands are known in the industry as “flags.” (Most likely due to the company flag fluttering on the flagpole outside a hotel.) Flagged hotels are not owned by a brand, but rather they operate under a franchise agreement with the brand. The definition of deflag refers to the practice of hotel owners becoming independent of their brand franchisers.

Dalata Hotel Group Renews Partnership with Pegasus Solutions

Pegasus · 4 May 2018
Pegasus Solutions today announces a renewed agreement to support global distribution services, alternative distribution services, reservations management, a PMS interface, and voice services for Dalata Hotel Group.Dalata Hotel Group operates multiple brands throughout Ireland and the United Kingdom, and is headquartered in Dublin, Ireland. The hotel group has partnered with Pegasus since 2008."We look forward to continuing our partnership with Pegasus," said Patrice Lennon, Head of Sales and Marketing for Dalata Hotel Group. "They've delivered reliable and adaptable technology for the last 10 years, and as we grow our portfolio that becomes increasingly important."Dalata Hotel Group is Ireland's largest hotel operator, with a current portfolio of more than 30 hotels with more than 7,000 rooms. The group operates Ireland's two largest hotel brands, Clayton Hotels and Maldron Hotels in Ireland and the United Kingdom, and also manages a small portfolio of partner properties. Twenty-six of the hotels are owned by Dalata Hotel Group, nine hotels are operated under lease agreements, and three are operated under management agreements.Pegasus renews its agreement with the group as the technology provider embarks on its next phase of investment in creating the market's leading next generation cloud-based, cognitive distribution platform.

Aligning Software with the Human Touch

Pegasus · 2 May 2018
As the General Data Protection Regulation (GDPR) looms and goes into effect within weeks, it's more critical than ever to ensure that consumer data is managed within the parameters, while also enabling hoteliers to build better relationships with their guests. The question is, what is the process that aligns the human touch and software to build and strengthen those guest relationships?Convert - Converting means turning phone calls and web visits into booked reservations. Boosting conversions mean the right offers are delivered to the right person. Direct bookings are often the result of consumers being given relevant offers so they don't book through other channels. Personalized content, like recommendations based on previous stays, or offers based on buying personas, can help. For example, maybe the offer is a free shoe shine for a business traveler, or wine upon arrival for a personal stay. People love personalization. Give your guests personalization, and they'll gravitate towards your offerings.Connect - Connecting means fulfilling the guest's needs. The key is having the right software, and using it within the parameters of GDPR, to know what those needs are. With the right software, hoteliers can connect offers, rooms, and features based on data already stored in the software program, or automatically pull data found on open social sites. Hoteliers can gain a deep understanding of who their prospects and guests are, what they care about, and ultimately how to influence their purchasing decisions. Of course, delivering this level of personalization requires granular data. Luckily, some systems on the market deliver tools that determine personalization opportunities and present them to your guests.Engage - Understanding your guest is critical to being able to engage with him or her. These days - thanks to research, big data, and social media - hoteliers can create detailed profiles of their guests much more easily than they could in the past. This not only helps with personalization but can predict future behavior as well. Again, within the parameters of GDPR, the ability to predict needs is a powerful tool. It can improve the overall guest experience. Guests want to feel that not only are they receiving value, but they are being treated like someone with whom you're engaged.Successful hotels understand the importance of taking a holistic approach to personalized guest interactions at every touch point, within the bounds of GDPR. With the right hotel software that pulls guest data from outside sources and delivers the right offers--hoteliers can enhance the total guest journey. Hoteliers can then forge long-lasting relationships in ways that only technology intersected with the human touch can deliver.

[ARTICLE] Aligning Software with the Human Touch to Convert, Connect and Engage Guests

Pegasus Blog· 2 May 2018
In today’s hospitality environment, we have the opportunity to leverage data and pair insights with smart software for guest-centricity. We can’t rely merely on a “heads in beds” mentality any longer. Instead we must rely on data about guest habits and preferences to create a true one-to-one experience. No longer is it one size fits all.

Why Business Travelers Mean Profits for Your Hotel [Part 2 of 2]

Pegasus Blog· 2 May 2018
Thanks to Online Travel Agencies and Global Distribution Systems, chain hotels have lost their dominant hold on business travelers. And Airbnbs just can’t cut it in the consistency department when it comes to providing business travel services.

[GUIDE] How to Increase Hotel Sales with Business Travelers

Pegasus Blog·26 April 2018
According to a recent report by the Global Business Travel Association, the number of business trips taken annually in the United States reaches at minimum a staggering 488 million. Attracting business travelers is a good way to increase sales and occupancy rates at your hotel - but appealing to these travelers can be a challenge.

Whitepaper: How to Increase Hotel Sales with Business Travelers

Pegasus ·26 April 2018
According to a recent Global Business Travel Association report, the number of business trips taken annually in the United States reaches at minimum a staggering 488 million. Attracting business travelers is a good way to increase sales and occupancy rates at your hotel. But appealing to these travelers can be a challenge. Here are 5 steps to help increase hotel sales with these travelers.

Why Business Travelers Mean Profits for Your Hotel [Part 1]

Pegasus Blog·25 April 2018
Business travel spend is expected to hit $310.4 billion in 2017 – and it’s only going up from there – increasing to nearly $357.5 billion in 2020, according to the Global Business Travel Association (GBTA).

[DOWNLOAD] A Hotelier's Guide to Booking Engines

Pegasus Blog·19 April 2018
Consumers expect a frictionless shopping experience online, and those expectations are at an all-time high. The frequency with which consumers shop online continues to increase, and within the hospitality industry there is no exception.

Business Intelligence Software for Hotels

Pegasus ·12 April 2018
Currently it's estimated that revenue managers are using upwards of 80% of their time in spreadsheets, and 20% of their time extracting and assessing key performance indicators for business decision-making. Today there's an opportunity to change those ratios by employing the right business intelligence software for hotels. What are the three capabilities to look for when considering the right product?

[GUEST POST] Top 6 Frequently Asked Questions About GDS

Pegasus Blog·10 April 2018
The GDS has been a vital part of the hospitality industry for decades, with the first one created back in the 1960s. The global distribution system (or GDS) acts as a central reservation system for different strands of the hospitality and travel industry, from airlines to hotels. If you work within hospitality, you’ve probably used this hotel global distribution system hundreds of times already – but you may still have questions about what it is, how it works and why it’s important for venues in the travel and hospitality sector. Here are some of the most frequently asked questions about GDS.

Pegasus Solutions Renews Long-term Partnership With Hoteles Camino Real

Pegasus · 5 April 2018
Pegasus Solutions today announces a renewed agreement to support global distribution services, alternative distribution services, and corporate demand generation services for Hoteles Camino Real. Hoteles Camino Real is a premiere hotel chain operating luxury hotels and resorts in major tourist destinations in Mexico.The renewal extends an agreement that has been in effect for more than 20 years. The agreement also applies to the group's Real Inn properties and to 29 hotels in total. Hoteles Camino Real was founded in 1968, and in 2011 was acquired by Grupo Real Turismo. The group is headquartered in Mexico City, Mexico."Pegasus has continued to deliver on both the technology and the service we've relied upon for the last 20 plus years," said Adolfo Cedeno, Vice President of Sales and Marketing at Grupo Real Turismo. "We look forward to continuing that partnership."One of the group's flagship properties is Camino Real Polanco, located in Mexico City. The space is widely considered a quasi-museum for its art collection. Camino Real Polanco hosted two soccer World Cups and the Olympic Games, and more than 200 official visits from presidents and kings.Pegasus renews its contract with Hoteles Camino Real as the technology provider embarks on its next phase of investment in creating the market's leading next generation cloud-based distribution platform.

How Travelers Shop for (and Book!) Rooms in 2018

Pegasus Blog· 2 April 2018
We’ve rounded the first quarter of the year and thought it's interesting to see how hotel marketing trends have panned out in comparison with the 2017 predictions. How accurate were they in terms of impact on hotel shopping and booking? Let’s take a closer look at what’s happening now when it comes to marketing for hotels.

Tips to Improve Hotel Occupancy

Pegasus Blog·27 March 2018
Dealing with the ebbs and flows of occupancy in hospitality is a fact of life for every hotel owner. Of course, when working out how to increase hotel occupancy, you’d love to experience less “ebbing” and more “flowing,” right? During low-peak demand periods, don’t simply cut room rates to get more heads into beds. Instead, to get you flowing in the right direction try a few (or all!) of these tips on how to increase hotel occupancy.

[GUEST POST] Ways to Get More from Your Booking Engine

Pegasus Blog·23 March 2018
With the number of travel bookings made online approaching 150 million every year, and online travel agents taking commission for bookings, it’s imperative that a hotel’s online booking engine is working for it and not against it.
Article by Keith Clark

3 Things Keeping Hoteliers Up at Night

Pegasus ·22 March 2018
From the CEO of a large chain to the owner of a smaller independent property, today's hoteliers are confronted with common, pressing issues.Here are three things keeping hoteliers up at night.1. The Increasing Cost of Guest AcquisitionKeeping guest acquisition costs in check is paramount to profitability. The key is finding a balance between increasing a hotel's online reach through third-party channels like OTAs, while keeping the commission costs paid for third-party bookings down.The number of OTA bookings is growing within all market segments. According to a 2016 study by Kalibri Labs, third-party customer acquisitions cost hoteliers between 15%-25% of total guest-paid revenue. Each of those percentage points represents approximately $1.8 billion, totaling 27-45 billion annually. By that calculation, if hoteliers decreased customer acquisition costs by 1%, they would collectively save $1.8 billion. And on the flip side, if customer acquisition costs increase by a mere 1%, hoteliers would collectively spend $1.8 billion more. The stakes are high.Most would agree the solution is not to eliminate all third-party distribution channels. OTAs invest significant marketing dollars to ultimately capture reservations that a hotel would not capture on its own. Instead, the solution is to think strategically about the optimal role of third-party distributors in the overall mix.2. Effecting ROI within the Complexity of Distribution and Channel MarketingHoteliers know the costs in distributing their inventory via online channels, whether they are commissioned channels or merchant models. However, hoteliers rely on sophisticated technologies and paid resources to manage them. With those additional costs in mind, what is the real ROI for distribution and channel marketing in today's complex market?According to Kalibri Labs, there was a 40% drop in direct bookings from 2011 to 2015. At the same time, the cost of OTAs and metasearch giants are rising, with the growth rate of OTA commissions now at three times the growth rate of guest-paid revenue. However, another study from the same firm indicates that an increasing number of consumers are choosing to book on sites rather than third-party sites for most chain sales. Although the OTA channels continue to grow, grew at a faster rate in the last six months of 2016 when book-direct campaigns were in full swing.But many hotels are still seeing a shift from direct bookings to the OTA channels. While some hoteliers may believe that filling up a room at any rate is better than leaving it empty, this approach doesn't necessarily drive highest profitability. By shifting customer acquisition from a higher-cost OTA to a lower-cost OTA, a hotel can greatly increase its net revenue capture. Additionally, directing more business through metasearch sites such as TripAdvisor and Kayak can ultimately prove more profitable than acquiring customers through OTA channels, especially if there is a direct link from the metasearch site to the hotel's booking engine. In fact, having a proactive metasearch strategy - one that puts your direct channel at the top of the sort and drives increased booking traffic to your site - is an essential part of improving ROI and reducing the overall cost of guest acquisition.3. Competitive Differentiation in the Midst of Shifting Consumer BehaviorTravelers are dynamic consumers. Hoteliers need to understand a range of needs in order to market to them effectively. With such a wide range of consumers including business travelers, leisure travelers, bleisure travelers, groups, families and millennials--how can hoteliers effectively reach these consumers?Personalization in messaging is key. Data from Skift indicates personalized marketing improves conversion rates by 10%-20%, and drives loyalty and increased revenue by three to seven times per visit. Experian's research shows personalized subject lines delivered 26% higher unique open rates overall, with travel companies getting the biggest boost from personalized subject lines.SummaryFew would argue that the speed of technological advancement is impacting how hotels conduct business and personalize their guests' experience. In today's fast-paced environment, identifying the right solutions and determining how to best leverage them can be daunting. Hotels wanting to best leverage technology to decrease costs, improve profitability and differentiate their offerings, should take a holistic approach to seeking solutions. Look for opportunities to combine best-of-breed technology with services that allow your hotel to continually expand relationships with current and would-be guests.Working with technology partners who truly understand the importance of driving increased guest connection, while also providing solutions to the modern challenges hoteliers face, can go a long way towards making your hotel more competitive, and to helping you sleep better at night.

3 Steps to Boost Hotel Sales

Pegasus Blog·20 March 2018
The question of how to increase hotel sales is an ongoing challenge for every hotelier. There’s a famous quote from the ancient philosopher Lao Tzu, “The journey of a thousand miles begins with one step.” And while there are many paths leading to increased hotel sales, there are three important steps you can take – starting right now – to begin your journey to increased revenues.


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