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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.

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.

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.

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.

The Insider's Guide to HITEC 2017: What To Expect This Year in Toronto

Hosp. Tech Matters - A Blog by Alice·20 June 2017
The hotly anticipated hospitality technology show, HITEC, is around the corner once again. Hospitality technology companies from across the country (almost 400 of them) are getting set to unveil their latest innovations as well as new products and services at the event, which is convening in Toronto this year. Due to be another exciting and busy venue to learn everything you will want to know about the latest advances and trends in our industry, HITEC is sure to be success yet again. Each year, we at ALICE run an analysis on the companies in attendance, and here are some of our findings.

Does Your Guest Engagement Strategy Need Revisiting?

Hosp. Tech Matters - A Blog by Alice·13 June 2017
As enthusiasm over guest apps wanes, guest messaging grows in popularity. But is the app really dead? And, if so, should you be texting with your guests instead? The ALICE co-founders will join two back-to-back panels at HITEC to explore the role of apps and guest messaging in hotel guest engagement strategies. Both sessions will take place on Wednesday, June 28th, starting with the Guest Messaging panel at 2.30pm, and the Mobile Apps panel at 3.45pm.

What does Mary Meeker's 2017 Internet Trends Report Mean for Hospitality? -- Newsletter 47

Hosp. Tech Matters - A Blog by Alice· 8 June 2017
Conference season is upon us, and it’s off to a great start, with NYU and the Goldman Sachs Lodging Conference (highlights from our innovation panel are covered below). Seems the mood at NYU was a bit mixed, with owners disillusioned by their franchise fees and distribution costs, while more boutique management companies are enjoying their ability to pick up these contracts.

WEBINAR: Rethink Your Hotel Technology with ALICE & Duetto

Hosp. Tech Matters - A Blog by Alice· 6 June 2017
Hotels have invested in numerous technology systems to keep up with all the ways consumers can interact with them in the digital space, but are they set up to win in the future? Between a complex landscape of legacy technology, the abundance of analog operational processes, and a crowded field of providers trying to innovate in the hospitality space, many hotels have arrived at an expensive, inefficient tech stack. But advancements in cloud architecture and mobile technology represent an opportunity to migrate data and systems to an environment that lets hotels advance their revenue and guest engagement strategies. These new ideas have already been successfully implemented in most other service industries, lowering the cost of doing business, creating the ability to provide better service, and increasing the loyalty of their customer base.

Your Guests' On-Property Experience Is Your Best Marketing

Hosp. Tech Matters - A Blog by Alice·31 May 2017
Marketing to your guests isn’t just about winning them over at planning and booking. Given the influence of TripAdvisor and social media in a guest’s decision to book with you over the competition, the “stay” phase of the customer journey is your biggest opportunity to win a loyal guest review. Indeed, “service” has been ranked the #1 most influential factor in a guest’s decision to leave a review.

The Software You Need If You Outsource Your Hotel Concierge Service

Hosp. Tech Matters - A Blog by Alice·26 May 2017
For hotels that outsource their concierge services to virtual providers, ALICE’s request management technology - ALICE Staff - is a valuable tool to connect these outsourced providers with hotels’ in-house staff and operations. This improves request management and communication, guaranteeing better guest service.

When Technology Becomes a Risk -- ALICE Newsletter 46

Hosp. Tech Matters - A Blog by Alice·25 May 2017
It’s been a great lead up to Memorial Day, and three thought-provoking pieces below highlight that. If you are not a big reader, Duetto puts out some great short videos on the challenges of the current technology stack and the challenges and benefits of moving to the cloud, and we are excited to announce next week a joint webinar with them on optimizing the entire hotel experience through cloud technology. If you want to be invited, email me at and we’ll make sure to include you. If you are going to HITEC, definitely join as we will try to sneak in a guide to the show at the end.

ALICE to Launch Three New Products at HITEC 2017

Hosp. Tech Matters - A Blog by Alice·25 May 2017
New York, NY -- ALICE - the hospitality industry’s first operations platform, which connects all the departments of your hotel for improved staff communication and task management - will be showcasing new products and features at this year’s HITEC in Toronto, June 26-29, Booth 1245. You can schedule a meeting with our team by writing to us at

Taking Hotel Marketing Beyond Planning and Booking: Optimizing Your Technology For Every Phase of the Guest Experience

Hosp. Tech Matters - A Blog by Alice·16 May 2017
When marketing your hotel to your guests, it’s tempting to think there are only two phases of the guest journey that matter: planning and booking. As a result, many hotels optimize their technology for just these two stages.

I May Be a Pen and Paper Guy, But I Need ALICE's Concierge Software to Run My Team

Hosp. Tech Matters - A Blog by Alice· 4 May 2017
I work from 3 in the afternoon till 11 at night. Prime time for New Year's Eve. The first thing I do every night is to login to Alice. New Year's Eve was no different. I believe in the importance of a hotel around the holidays. I believe in the importance of a black tie event. I believe people look forward to it. A chance to get dressed up, a chance at a New Year, a chance to become a better version of yourself.

Other Industries Turn to Technology: When Goldman Met Google -- ALICE Newsletter 44

Hosp. Tech Matters - A Blog by Alice·18 April 2017
Last week we went down to Orlando to attend the HT-Next conference (the new coalition conference between HTNG and HFTP). This is the show where the technical minds in our industry come together to talk about technology standards. The idea is that it’s a lot better for our industry if we all follow the same rules (think PMS integrations, payments, and soon...APIs).

How Concierge Software Breeds Success for a Hotel Concierge

Hosp. Tech Matters - A Blog by Alice· 6 April 2017
Jack Barnes, Corner booth at Balthazar…… 7:47 PM, hates even numbers…Two Negroni’s on the rocks waiting at the table….Must be seated in Antonio’s section, the Head Waiter for over 20 years. Red Roses. Mr. Barnes has a special note for his wife to be delivered by the Maître D at 8:13 PM. Two tickets to the heavyweight fight at Madison Square Garden. Seats must be in Section 201 or in Mr. Monroe’s Box Seats, but only if he offers, of course.

5 Features of ALICE's Concierge Software This NYC Concierge Team Cannot Live Without

Hosp. Tech Matters - A Blog by Alice·30 March 2017
Changes to websites bring out the best and the worst in people. A small change in how Facebook looks incites both rage and high praise from the internet masses. SIXTY LES has worked with ALICE since October 2014; the launch was initially met with apathetic resistance “Another Hotel Vendor?! We have too many systems already!”. Now, my team searches me out to ask “When will ALICE start doing ____?” or “Can we drop ____ and start using ALICE instead”?

The Making of a Movement: Skift Details the Complete History of the Boutique Hotel

Hosp. Tech Matters - A Blog by Alice·24 March 2017
This week, Skift launched one of their largest projects, The Complete Oral History of Boutique Hotels. Nearly 40 years after the birth of the boutique hotels movement in the U.S., more than two dozen founders and key players tell Skift’s Hospitality Editor Deanna Ting how it all happened in this 60,000 word deep dive into how rethinking hotels transformed the way we travel.

Why We Made Package Management a Distinct Component of Our Concierge Technology

Hosp. Tech Matters - A Blog by Alice·20 March 2017
As the number of packages we receive continues to break new records year over year, many of those packages are finding their way to your hotel. Maintaining a real-time, easily accessible log of guest items, like packages, is therefore of increasing importance to the front desk and concierge roles. And guest items aren’t just restricted to packages. Hotels are often responsible for storing lost and found items, amenities for use, like umbrellas, adapters, and extra guest beds, and guest items, like cars, ski gear and garment bags. Losing guest possessions isn’t an option -- so how do your hotel staff keep up with the ever increasing number of goods being deposited at your hotel?

AccorHotels Moves Further Into Hotel-As-A-Platform Territory -- ALICE Newsletter 41

Hosp. Tech Matters - A Blog by Alice· 1 March 2017
For technology to progress in our industry there needs to be an evolution towards change in the management mindset of executives who run hotels. This was one of the most interesting comments made by Christine Warner, Head of Travel at Facebook and fellow panelist at ALIS. It’s for this reason we are so intrigued by a study that shows such a large gap between what guests expect from technology and what hotel managers are thinking will be implemented by 2020.

Tips for Designing a Reliable Wi-Fi Network Guests and Staff Can Rely On

Hosp. Tech Matters - A Blog by Alice·27 February 2017
These days, access to the internet is as essential to the hospitality industry as providing comfortable beds. Yet, unreliable Wi-Fi remains one of the most common complaints guests have when they walk away from a hotel experience. But, connectivity isn’t only an issue for guests. A faulty connection can impede everything from internal staff communications to hosted events, making it a fundamental utility for staff and guests alike. A few simple infrastructure considerations made at the get-go can make a world of difference to the guests' and staff's Wi-Fi experience down the line.

Leveraging Technology to Create the Coveted Hotel Guest Experience -- ALICE Newsletter 40

Hosp. Tech Matters - A Blog by Alice·16 February 2017
Loyalty isn’t dead! If that’s sounds surprising, it’s because we’re constantly surrounded by data showing how little loyalty this new generation of travelers has. I’ve always found myself conflicted when it comes to these stats, because I know that when I find a hotel I love, I always want to go back. So, when the report below (highlight #2) revealed 80% of business travelers returned to the same hotel for a vacation during the past 12 months, it was nice to finally have something to back up our suspicions that a great hotel experience counts for something.

The Hotel Concierge Role Has Changed: Why Your Concierge Needs a Modern-Day Toolset

Hosp. Tech Matters - A Blog by Alice· 7 February 2017
ALICE Concierge is software purpose-built for concierges. It acknowledges the demands of today’s guests, as well as concierges’ own expectations from technology.

The Technology and the Humanity of the Hotel of the Future -- ALICE Newsletter 39

Hosp. Tech Matters - A Blog by Alice· 1 February 2017
The new year is the time for predictions, and as we put together our own, we came across two other great visions of the future hotel (see the summaries below). These two pieces take very different approaches to the future of the hotel -- one is all about (weird and wondrous) technological innovation, while the other, my favorite, is about the human side of things, and how the hotel of the future will be a networking hub (albeit one with a strong technology underpinning). This all jibes nicely with Skift’s 2017 Megatrends, which emphasize the return of “humanity” to travel. This really resonates with me, as we live in a world of tech overload (as an aside, the“fifties as the new target demographic” was my second favorite trend of theirs). To me, putting humanity back in travel doesn’t mean getting rid of tech, but using it to support people in delivering the best hospitality experience. As a Virtuoso ad once put it, “Automate the predictable, so you can humanize the exceptional.”

Technologies That Will Seriously Impact Hotels in 2017 -- ALICE Newsletter 38

Hosp. Tech Matters - A Blog by Alice·11 January 2017
2016 was a pretty good year for hospitality technology. Many early stage technologies made headlines and hotels continued their upwards trajectory in prioritizing (and thus investing) in tech. In a year that everyone got fed up with the word “millennials” (turns out that demographics are not as indicative of behavior as one would think), Marriott and Starwood merged, and Lifestyle became the new Boutique, hospitality technology growth continues to be the most exciting vertical in all of travel tech. But with so much hospitality technology in the news, it’s easy to lose sight of the forest for the trees. So, we’ve looked back ourselves over the 24 newsletters we published in 2016, and we asked our team and our hoteliers… What was truly important in 2016, and what will be even bigger this year? Which trends of the past year represent enduring change and improvement to hospitality, and which might be still a few years farther out?

Airbnb's CEO Took to Twitter to Ask His Users for Product Feedback: Here's What Hotels Can Learn About What Guests Want

Hosp. Tech Matters - A Blog by Alice·10 January 2017
When Airbnb CEO Brian Chesky asked his Twitter followers for Airbnb product recommendations in the late hours of Christmas day, Chesky said he expected about 10 people to respond. Instead, some 2,200 people offered their suggestions, with product recommendations still coming in.


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