Spotlight on Service Optimization
Posted April 14th, 2017
Slow response to service requests is a leading cause of guest dissatisfaction at hotels and resorts, according to our latest research in the hospitality sector. Therefore, when it comes to guest experience management, it is essential that hotels implement a next-generation service optimization, or guest request management, solution for indexing, dispatching and tracking guest requests and ensuring that incidents are addressed efficiently and effectively across all departments.
Only with the right technology infrastructure can hotels achieve a high level of performance with respect to guest experience management. Solution providers like ALICE and Amadeus (HotSOS), which helped underwrite the new research, offer highly innovative and effective solutions in this area. Yet technology by itself will invariably fail to deliver optimal outcomes.
New Research Looks at Next-Generation Sales and Catering Solutions
Posted February 3rd, 2017
Industry pundits have long predicted the imminent decline of group sales for business events at hotels, resorts and conference centers. They believed that technology innovation would have a transformative effect on regional and global meetings. They reasoned that next-generation video conferencing, in particular, would dramatically reduce the need, and the desire, for companies to host and facilitate in-person industry conferences, corporate gatherings and other events.
New Research Titles in the Hospitality Sector
Posted January 6th, 2017
We’re pleased to announce the expansion of our series of Smart Decision Guides for decision makers in the hospitality sector with the upcoming release of a new title, on best practices in hotel guest experience management. Our existing library of Smart Decision Guides for the hospitality sector focuses on such topics as hotel property management systems, hospitality revenue management and restaurant management and POS systems. These popular titles are revised and updated on an annual basis. The 2017 Smart Decision Guide to Hotel Guest Experience Management will publish next month, with underwriting support from the following industry leaders: Agilysys, ALICE, Amadeus, Infor and Sabre Hospitality.
Restaurant Management and POS Systems for Hotels and Resorts
Posted December 17th, 2016
With restaurant POS systems accounting for the largest portion of the budget for restaurant IT investments, the providers of these solutions are vying for the attention of prospective buyers, including hotel and resort operators. As it happens, some of the leading POS solution providers are also leading providers of hotel property management systems (PMS). These solution providers have a distinct advantage over restaurant-only vendors in that they are able to serve hotels with fully integrated technology capabilities.
Next-Generation Hospitality Technology: Automating for Success
Posted August 15th, 2016
Hospitality technology has evolved by leaps and bounds in recent years. In fact, until recently, there was no single software application for managing, let alone automating, all of the different functions that take place at a hotel or resort in a unified and integrated fashion. Instead, hoteliers typically used function-specific software programs — often in conjunction with Excel spreadsheets and age-old manual processes — to run their day-to-day business operations.
Using Technology to Enhance the Guest Experience
Posted April 12th, 2016
The only thing that is constant is change, noted the ancient Greek scholar Heraclitus, and that is especially true in hospitality. The frontier on guest experiences is continuously advancing and the bar on guest expectations is always rising. An in-room amenity that in the past may have been something worth writing home about — “There’s a coffee maker right in the room!” “The bathroom has a hairdryer!” — quickly recedes in the rearview mirror. Any “surprise and delight” factor is generally short-lived. Sometimes the actual amenity disappears, as is the case of the Magic Fingers Vibrating Bed, a common feature in mid-priced hotels in the 1960s. Hoteliers must continuously scramble to stay ahead of the competition. They must always be on the lookout for the next big thing to further enhance the guest experience.
Charting a Course for Success in Hospitality Revenue Management
Posted January 27th, 2016
Yield management is hardly a new concept. Airlines have been using supply and demand data to maximize their revenues and profitability for decades. A fast-growing number of hotels, resorts and other lodging properties have followed suit with their own variation of the game. In most cases, their efforts have been a resounding success and their technology investments in what is commonly known as Hospitality Revenue Management have paid off in spades.
Hotel PMS: How to Measure ROI
Posted December 17th, 2015
Every technology investment needs to ultimately translate into positive financial outcomes. Otherwise, what’s the point? When it comes to gauging the potential return on investment (ROI) on upgrading to a next-generation PMS, the first question to ask is: To what extent will the new system reduce the amount of time currently being spent on managing front desk activities, including check-ins and check-outs, and on such mundane (but time-consuming) tasks as consolidating guest accounts and managing rates and availability across distribution channels, including OTA, GDS, Web, and travel agents?
Webinar Series: Hospitality Technologies
Posted October 15th, 2015
This month, Starfleet Research, the IT market research arm of Starfleet Media, kicks off its webinar series on best practices in implementing new hospitality technologies. The first webinar, sponsored by Agilysys, is entitled “How Hotels, Resorts and Casinos are Winning with Next-Generation Hospitality Technology.” This groundbreaking session, which will take place October 20, will address how hotels, resorts and casinos can boost efficiency, enhance service and create loyalty with next-generation hospitality technologies. Attendees can register (or watch the replay) here. The second webinar, sponsored by Duetto, will focus on technology innovation in hospitality revenue management. The third webinar, also sponsored by Agilysys, will explore ways to enhance the hotel guest experience with next-generation technologies and capabilities. Registration details and other information for these upcoming webinars will be posted next month. Additional webinars in this series, on topics that include business intelligence for hotels, resorts and casinos, will be announced soon.