White Papers

Welcome to the white paper section of HospitalityUpgrade.com.
If you're looking for a new industry research and are interested in learning more, please register to explore the available white papers available under each topic.

Analytics

Data and Analytics: The Blueprint of Service Design ,SAS ,Data Integration, Forecasting, Analytics

This paper summarizes the seven key stages of research that led Courtyard by Marriott to build a solid business case for redesigning its lobby spaces to improve guest experiences and customer satisfaction ratings. It also describes how data management and analytics were central in the blueprint of its redesign process.

Discover and Leverage the Gems in Your Data ,SAS ,Analytics, Social Media Marketing, Marketing

Do you know what millions of social media users and online reviewers are saying about your brands, products and competitors? You can by effectively analyzing the unstructured text data that streams in from these outlets. This white paper explains the practical applications for text analytics and provides valuable tips.

The Hottest Trends and Biggest Issues for the Hospitality and Gaming Industries ,SAS ,Analytics

Read four panelists’ views on the hot trends and issues in the industry today, including the state of the economic recovery, how and when to discount rooms and how to broaden a property’s value proposition. They also discuss seven ways that analytics can be used to meet current business challenges.

Business Intelligence

How Organizations Make Better Decisions ,SAS ,Business Intelligence, Data Integration, Analytics

This white paper, written by analytics expert Tom Davenport, discusses how more than 50 diverse organizations improved their decision making processes – by focusing on analytics and integrated data management as well as cultural and leadership changes. Case studies featured include LexisNexis, The Stanley Works, Cisco Systems, Chevron and CKE Restaurants.

Preparing for Profit - Outlook 2011 and Beyond ,SAS ,Business Intelligence, Data Integration, Analytics

In this white paper, industry experts and academicians share their thoughts on the economic recovery and on the outlook for the hospitality and gaming industry for 2011 and beyond. They also discuss how the recession has affected the industry for the future, particularly in the area of revenue management.

Preparing for the Recovery ,SAS ,Business Intelligence, Data Integration, Analytics

After so much focus on managing through the recession, hospitality and gaming companies agree that price wars and panic modes must change. This paper offers some best practices for proactive recovery – that include differentiating pricing strategies by segment and channel, improving revenue management and avoiding bargain basement purchases of hospitality properties.

Channel Management

Best Practices For Effective Channel Management ,RateTiger ,Yield & Revenue Management

Assessing the effectiveness of your hotel’s channel management techniques is essential to optimise online sales. Measure and benchmark your current strategy, understand customer segregation, learn about the various tools and techniques to achieve a flexible distribution mix that will make your business thrive.

Customer Relationship Management

Drive Profits and Improve Decisions with Social Media Analytics ,SAS ,Analytics, Social Media Marketing, Business Intelligence

Learn nine valuable tips on gathering and analyzing social media data from industry experts at McDonald’s, Cornell University and SAS. Plus, take a closer look at the specific types of data that can be collected from social media channels, from demographic information to reviews and ratings.

Optimizing Patron Value in Gaming ,SAS ,Guest Incident Tracking, Preventive Maintenance and Engineering, Customer Relationship Management

This white paper identifies the top 10 questions facing casino resort marketers with regard to patron value – now and in the future. It also offers solutions that enable you to predict behavior easier, design more targeted campaigns, adjust service offerings and strengthen patron relationships.

The Customer You Know ,SAS ,Customer Relationship Management

In this BusinessWeek Research Services paper, C-level executives provide information on the use and perceived value of business analytics, and insights are shared on how analytics can be used to improve customer loyalty, retention and profitability.

Data Warehousing

Data Quality Hospitality and Gaming ,SAS ,data warehousing

Quality and accuracy of customer data is crucial to the hospitality and gaming industry, especially during periods where cash-strapped customers are curtailing leisure time. This white paper offers insights into how analytics influences everything from marketing promotions, service offerings and inventory to supplier choices, staffing and expansion.

Energy Management

Dispelling Myths About Green Initiatives for Hospitality and Gaming ,SAS ,Energy Management

In this white paper, a panel of experts shares their thoughts on the sustainability efforts being made by some hospitality and gaming companies today, and they discuss the top five myths about going green. Plus, you will find eight best practices for establishing green initiatives and a green culture.

Forecasting

Three's Company ,SAS ,Forecasting, Analytics, Time and Labor Management

This paper presents insights and practical advice for applying advanced analytics in the hospitality and gaming industries. A panel of experts describes forecasting, optimization and simulation analysis – and how these techniques, used separately or together, can improve business operations in areas such as resource allocation, facility management and process optimization.

Guestroom Technology

Avaya Hospitality Communications Solutions ,Avaya ,Guestroom Technology, Energy Management, Telecom

Whether you have one or multiple properties, Avaya solutions can help you deliver a better guest experience while dramatically increasing the efficiency and productivity of your staff. Moreover, these solutions can help lower your operating costs, reduce your carbon footprint and reinforce your profile as a green business.

Five Ways Hospitality Providers Can Go Greener Through Innovative Communications ,Avaya ,Guestroom Technology, Energy Management, Marketing

In the hospitality industry, going green can deliver more than just the practical benefits of lower energy costs and a smaller carbon footprint—it can also boost your organization’s reputation in the eyes of guests. This white paper discusses communications ideas for the hospitality industry that can help your hotels achieve sustainability goals, create more satisfied customers and turn your organization a deeper shade of green.

The Top 4 Challenges Facing Hospitality Today ,Avaya ,Guestroom Technology, Social Media Marketing, Customer Relationship Management

The Hospitality business model is characterized by high fixed-costs and variable income. Fluctuations in occupancy and room-rate demand tight cost control. Yet the increasing expectations of Gen-Y Guests won’t tolerate less than excellent service. A hard equation to balance. In Asia the competitive bar is raised higher by the condensed proximity of some of the world’s finest and most attractive destinations. And – it’s always ON – 24hrs a day without break. In this environment every drop of advantage must be wrung from Technology. In this document we define 4 key challenges and explore how Communications technology has a pivotal role in providing optimized solutions for each.

Human Resources Technology

Right People Right Jobs Right time ,SAS ,human resources technology

Labor costs represent one of the largest operational expenditures in hospitality and gaming. At the same time, labor can be one of a property’s biggest competitive differentiators – or its worst liability. This white paper explores how analytic solutions for labor forecasting and resource planning can optimize the staffing selection process.

Inventory and Cost Control

Manual F&B Inventory Systems are Costing Your Organization Money ,Clear Sky Software ,Inventory and Cost Control

Many organizations still rely on manual F&B inventory control systems. These systems are costing your organization money because of the excess labor, errors, and unreliable information they serve up. In the end, customer service is negatively affected which goes straight to your bottom line. F&B is typically the 2nd largest revenue generating department behind rooms and increased traffic requires attention to good controls. Read on for the solution to this problem.

New Pricing Techniques ,SAS ,Inventory and Cost Control, Comparative Price Intelligence, Analytics

This paper summarizes a webcast sponsored by SAS and the Center for Hospitality Research at Cornell University’s School of Hotel Administration. Experts identify three major trends in pricing: a shift from inventory optimization to price optimization; the growing importance of distribution channel management; and a move toward dynamic, customer-centric pricing.

Loyalty

Four Hospitality Studies ,SAS ,Loyalty, Social Media Marketing, Forecasting

This white paper discusses how to go from surviving to thriving in hospitality and gaming. Topics include the 10 best practices for designing a loyalty program; guest perceptions of social media channels; the importance of forecast performance over forecast accuracy; and brief case studies of innovative practices across the hospitality industry.

Marketing

Getting in on the Conversation: The Power of Social Media in Hospitality and Gaming ,SAS ,Marketing

This white paper presents four panelists’ views on the state of social media in the hospitality and gaming industry today and how companies can benefit from it. Additionally, best practices for establishing an effective social media program are presented and discussed.

Loyalty Rewards and Value: What Do We Want from Our Customers? ,SAS ,Marketing, Analytics, Loyalty

Customer loyalty programs are emerging as a must-have in the hospitality and gaming industry. Yet, these programs can be suboptimal investments if they simply add costs without securing the right kind of repeat patronage. Read about how analytic solutions are the key to effectively measuring brand equity and customer satisfaction.

Payment Processing

The Evolution of Security in the Payments Industry ,Elavon ,Payment Processing, Security

Over the past few years, high-profile data security breaches have resulted in a new mantra for merchants, VARs and ISOs everywhere: “Get it Out!”; meaning “out of my store,” “off my property,” out of my business.” And for good reason; the risks and overhead associated with protecting cardholder data have resulted in excessive time, labor and expense for everyone in the payments industry.

The Value of a Payment Gateway ,Elavon ,Payment Processing, Payment Gateway

The payments business isn’t easy. And today, it’s harder than ever for merchants, VARs and processors to keep up with the changing payments landscape. Remaining competitive requires investment and scale, a challenge that has become increasingly complex, especially when considering the demands of expanding payment options, the challenges of complex interchange models, and the requirements to protect cardholder data.

Property Management Systems

SoftBrands HMS Architecture ,Softbrands, an Infor affiliate ,Property Management Systems, Hotel Management,

With virtually every application vendor jumping on the SOA bandwagon today, this white paper clarifies what it means to be SOA-enabled by discussing technologies that truly matter, including Web Services and Enterprise JavaBeans, along with practical examples of how they are being used today by SoftBrands HMS.

Security

Exploring Different Approaches to Increasing Security Using Tokenization and End-to-End Encryption ,Merchant Link ,Payment Processing, Security

A rise in massive, high profile credit card breaches in recent years has underscored the need for merchants, point-of-sale (POS) and property management system (PMS) providers, credit card processors and other third party organizations to do everything they can to secure sensitive payment data. Despite the many measures being taken – the billions of dollars spent to secure customer data, to harden and fortify payment systems, and to create policies to prevent unwanted intrusion or leakage of that sensitive data – those who seek to compromise and profit from it continue to find new ways to infiltrate security systems.

Telecom

Enhancing Hospitality Operations and Guest Services ,Avaya ,Telecom, Guestroom Telephones, Guestroom Technology

This white paper discusses four key ways that today's new IP-based solutions can have a significant impact in hospitality: mobility/unifying communicatoins, reservations/call coverage, integration with the PMS, and converged infrastructure.

Yield & Revenue Management

5 Effective Methods on How to Prepare for Increased Bookings for a Major Event ,IDeaS ,Yield & Revenue Management

Major events provide a unique opportunity for hoteliers all around the world – a chance to increase their revenue potential and improve their ongoing financial stability. However, more often than not many Hotel Owners and Hotel Managers fail to recognize the need for ‘pre-event’ planning.

Is Rate Shopping an Intelligent Approach to Increase Topline for Hotels? ,RateGain ,Yield & Revenue Management

Pricing in the hospitality industry is done on various models, including cost-based, market-based, margin-based, predatory, loss leading, etc., but the most common practice is to bench mark your price against other hotels in your competitive set. This is because travel is a huge expense at personal or an organization’s level and price comparison of various hotels of similar profile is an obvious step in the procurement/buying process.

Healthy & Fit Revenue Management Strategies ,RateTiger ,Yield & Revenue Management

Being aware and responsive to the changing trends in consumer booking and new tourism markets will help optimize online tourism opportunities. Examine technologies, techniques and assessment processes that will keep revenue strategy fit and healthy to keep occupancy levels strong and RevPar high.