March 10, 2017

Siegel Sez

by: Richard Siegel

I am writing Siegel Sez this week from the beautiful Terranea Hotel & Resort in Southern California while attending the Rainmaker user conference, OPTIMIZE2017. I love users’ groups because I get to meet so many people who share their stories of the industry. Over the years my favorite users’ groups are the ones that happen after the company has been sold. Rainmaker has two divisions, hospitality and gaming, and its multifamily housing, which was the division that was sold to RealPage. Of course, Steve Winn, the chairman and CEO from RealPage, was a key part of the opening session, sharing his vision for the future. The deal hasn’t closed yet, but I thought he did a nice job getting those in attendance from the multifamily world comfortable about the future. It was fun for me to have discussions afterward about an industry that I know little about, though over the years I have rented my share of apartments. The highlight of the opening session was having Terry Jones speak. Terry was the person who created Travelocity and he shared some great stories as to how and why he did that. During his presentation, he talked about how it is all about data today. One interesting thought was that 90 percent of the data we have gathered has been collected over the past three years. Sometimes you need to hear things like that to comprehend how the world of technology is changing so quickly. He closed his talk by mentioning he is now the chairman of WayBlazer, a company focused on the world of artificial intelligence (AI). The world of AI is scary. There is a great article in the current issue of Hospitality Upgrade about where AI is going. At our Executive Vendor Summit last week in San Antonio, Bryson Koehler, the CTO of IBM Watson, spoke to the group about AI and you could sense the astonishment of all the attendees. When Bryson shared it isn’t only about what you say that Watson learns from but the tone of your voice when you are saying something, it got me thinking. Do I need to start worrying about what I sound like when leaving a voicemail? Yikes. Terry Jones at OPTIMIZE2017, Bryson Koehler at the Executive Vendor Summit and who knows what is next. It has been an interesting two weeks.

Speaking of our Executive Vendor Summit, I want to extend a big thank you to one of our largest crowds ever. To me it is always the littlest things that mean the most. When we surveyed the attendees afterward the one question that I love asking is simply will you return and would you recommend the event to your peers. Every single response was yes. It sure does make the work that we put into it very satisfying to hear that. A very big thank you to HFTP for sponsoring the Executive Vendor Summit and to Victor Vesnaver for coordinating a great educational program that has gotten fantastic feedback. It can be a challenge creating a unique program for more than 50 CEO types from the companies that provide technology to the hotel and travel industry, but thankfully we succeeded. Thanks to all who participated.

Here now is the real reason we are here, the latest technology happenings in the industry. I will see you at the end with this week’s attempt at you-know-what.

Rich@hospitalityupgrade.com

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Technology NEWSSTAND

by: Dan Phillips
Recent headlines, from Dan Phillips

 

Introduction

I’ve got a headache. I’m researching for this post and the amount of content on hotel technology is just overwhelming. I have only made it halfway through my daily reading and this is what I’ve come across (I wish I could make it rhyme and work with a well-known melody):

Cendyn CRM, Meastro PMS, Rainmaker Revenue Management, Milestone Mobile Pages, hospitalityPulse Room Request, Local Measure Social Intelligence, Facebook Ads, Tink Labs Concierge App, Delta Five Insect Monitoring, Springer-Miller Spa.  And, topics such as energy efficiency, smart TVs, housekeeping apps, door locks, environmental controls, in-room entertainment, Wi-Fi, skimmers on chip and PIN, BYOD to the workplace, AR/VR, big data and digital signage.

Remember when it was just color TV and Ma Bell telephones? How can a hotelier keep up with all of this? What is really neat about our society today is that any person can experience any form of lacking service or discomfort, think of a possible remedy and then start up a new company focusing just on that one specific issue, most likely handled by an app downloaded to a smartphone. I think that this is great and encourages innovation. However, the impact on our industry is another, very high level of fragmentation when we already suffer from that very thing in every other area of our business.

In your hotel, or hotel company, do you prefer to buy many solutions from one prominent supplier, or do you prefer partnering with multiple niche providers? Can one vendor be an expert in many different, though related, systems and applications and serve the industry well? Or, do we need competition in every specialty, offering more choices in one field than HITEC has booths?

Please, send some comments, I’d love to hear from someone else experiencing the same headache!

I look forward to serving you,

Dan Phillips
Dare to Imagine
dphillips@dare2i.com  
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TOP O' THE NEWS

- Hilton Announces Pricing of Senior Notes Offering
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Hilton Announces Pricing of Senior Notes Offering
Hilton Worldwide Holdings Inc. (NYSE:HLT) (Hilton) announced that its indirect subsidiaries Hilton Worldwide Finance LLC (the Issuer) and Hilton Worldwide Finance Corp. (together with the Issuer, the Issuers) finalized the terms of the Issuers’ offering of $900 million aggregate principal amount of 4.625 percent Senior Notes due 2025 (the 2025 Notes) and $600 million aggregate principal amount of 4.875 percent Senior Notes due 2027 (the 2027 Notes and, together with the 2025 Notes, the Notes).
http://www.hospitalityupgrade.com/_news/showNewsArchiveDetail.asp?docID=8316  
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PEOPLE ON THE MOVE

- Cloud5 Taps Hospitality Industry Communications Leader, Steve Brown, as Executive Director of Business Development
- The Rainmaker Group Taps Hospitality Sales Veteran, Ellis Connolly, as New VP of Hospitality Sales
- SiteMinder Makes Two Key Appointments as it Looks to Take Business to the Next Level
- Sherry Cuti Joins SpaSoft as Regional Account Manager
- AccorHotels Appoints Maud Bailly Chief Digital Officer
- AHLA Names 2017-2018 Executive Committee
- And more People on the Move…
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For more information on People on the Move for 03/10/17

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GUEST MANAGEMENT SYSTEMS

- Koch Completes Investment of More Than $2 Billion in Infor
- Maestro PMS Expands Offices in Response to Unprecedented Client Growth
- 2017 Forbes Travel Guide Awards Springer-Miller Spa and Hotel Clients with Top Ranks
- Five New Properties Live with Springer-Miller’s SMS|Host PMS
- Sothys Spa at Lucky Dragon Launches with SpaSoft Spa Management System
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For more information on Guest Management Systems for 03/10/17

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RESERVATIONS

- Cloud5 Expands Direct Reservations Services with New Contact Center in Puerto Rico
- Reserving a Hotel Room Just got Easier with Tsogo Sun's New Booking Engine and Sabre’s Hospitality and Distribution Solutions
- Sabre Corporation Announces Closing of Incremental Term Loan and Amendments to its Credit Facility
- SHR Offers Enhanced Hotel Inventory Management with Expedia Product API
- Danubius Hotels Group Teams with Cross-Tinental and SHR for New CRS
- Pestana Hotel Group Selects SiteMinder’s Online Distribution Platform for Global Rollout
- TravelClick to Reveal New Private Offers Feature on Booking Engine 4.0 at ITB Berlin
- Vertical Booking Adds 1,400 Hotels in 2016
- B&B Hotels Selects Vertical Booking CRS for Enterprise Hotel Distribution Across Its 400 Hotels
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For more information on Reservations for 03/10/17

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MARKETING/MANAGEMENT

- RLHC Selects Hospitality Software Leader Cendyn for CRM and Loyalty
- HeBS Digital Opens Singapore Office; Brings Book Direct Footprint into Asia Pacific Region
- iVeew Expands Functionality for Its guestext Messaging Platform to Include Texting to Hotel Departments, Custom Text Loyalty Programs, and New Event Planner Solutions
- TrustYou Solidifies International Presence Through New Partnerships Around the Globe
- TRIPBAM and TrustYou Announce Hotel Review Data Integration Partnership
- New Revenue-boosting Enhanced Email Marketing Solution Launched by Vizergy
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For more information on Marketing/Management for 03/10/17

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BACK OFFICE

- hospitalityPulse Debuts FIRE, the Hotels Industry’s First Feature Inventory Response Engine, at ITB Berlin 2017
- Curaçao’s Floris Suite Hotel - Spa & Beach Club is Improving its TripAdvisor Reviews with ALICE
- FCS Partners with NEC Enterprise Solutions to Expand Hospitality Offering in EMEA
- FCS Computer Systems Relocates World Headquarters to Singapore
- GuestTek’s New IT Service Management System Now Live
- Deer Valley Resort Selects Kronos Human Capital Management Solution
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For more information on Back Office for 03/10/17

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HOSPITALITY EVENTS

- New Kiosk Technology and Digital Signage Displays to be Showcased at Digital Signage Expo 2017
- HFTP to Hold HITEC Dubai as Extension of one of the World's Largest Technology Events for the Hospitality Industry
- HITEC Toronto Exhibit Space is Officially Sold Out
- HSMAI Honors Innovation at its 60th Annual Adrian Awards
- National Restaurant Association^® Recognizes the 2017 Kitchen Innovations^® (KI) Award Recipients
- VENZA Event Helps to Fuel Hire Heroes USA’s Veteran Empowerment Efforts
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For more information on Hospitality Events for 03/10/17

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PIQUED OUR INTEREST

- The Ultimate Guide to Email Marketing for Hotels
- Making the Impossible Possible: The Magic of Hotel Room Allocation & Distribution Technology
- Looking Ahead Nine Months For Hotel Technology
- Data Centers Prepare for Tomorrow’s Zettabytes
- Protecting IP Assets from Cybertheft
- Meet Mobile’s New Biggest Fans
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For more information on Piqued Our Interest for 03/10/17

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REVENUE MANAGEMENT

- LodgIQ™ Expands in 250 Markets with Industry First Self-onboarding Revenue Optimization Platform, LodgIQ ONE™
- The Rainmaker Group Announces Sale Of Multifamily Housing Assets To RealPage, Inc.
- The Rainmaker Group Launches New Group Forecasting Feature for its grouprev® and guestrev® Solutions
- Duetto to Provide Revenue Strategy Solutions for Ruby Hotels & Resorts
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For more information on Revenue Management for 03/10/17

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PERSONALIZATION/GUEST EXPERIENCE

- TravelClick Launches New Guest Messenger Feature to Personalize Guest Experience and Build Loyalty
- Great Wolf Lodge Colorado Springs Bolsters Guest Experience with PDC's Smart Band RFID Wristband System
- ReviewPro Partners with The Rezidor Hotel Group
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For more information on Personalization/Guest Experience for 03/10/17

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GUEST SERVICES

- Kube Systems Teams with KniTec to Bring Mobile Device Charging to More Hotels in U.S., Canada
- Ming Fai to Showcase Mobile Device Charging Solutions at HOTELEX Shanghai
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Kube Systems Teams with KniTec to Bring Mobile Device Charging to More Hotels in U.S., Canada
Kube Systems announced that KniTec Inc., a value added reseller (and an Almo Professional A/V VAR partner) specializing in hospitality technology, is now featuring the Kube Audio Clock Premium Alarm Clock, Music Player and Multi-Device Charger, and the Kube 5 Docking Station housing five portable chargers. The Kube Audio Clock features a mobile room programmer launched via an Android App that allows customization of various settings on the unit. The tool offers a GUI touchscreen experience, making it easy for hotel staff to program.
http://www.ramler.com, http://kubesystems.com, http://www.KniTec.com  
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Ming Fai to Showcase Mobile Device Charging Solutions at HOTELEX Shanghai
With mobile device charging solutions growing in high demand at major hotel brands across Asia Pacific, Ming Fai will be showcasing Kube Systems and LinkTech™ branded products at HOTELEX Shanghai 2017. The LinkTech™ Charge Station/Player/Alarm Clock for guestrooms and the Kube 5 (KS) portable charging station for public areas will be on display in Stand E3J01, March 28 to 31, at the Shanghai New International Expo Center (SNIEC). Both products are compatible with virtually all smartphones and tablets, and each can power up to six mobile devices simultaneously.
http://www.mingfaigroup.com, http://www.kubesystems.com
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F&B/POINT OF SALE

- The Reverie Saigon Invests in New Point-of-sale Technology from Xn protel in all Hotel and Restaurant Outlets
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The Reverie Saigon Invests in New Point-of-sale Technology from Xn protel in all Hotel and Restaurant Outlets
Global hospitality management software company Xn protel Systems announced the implementation of xnPOS at The Reverie Saigon in Ho Chi Minh City, Vietnam. The installation included 71 POS licenses across all five outlets in the hotel to be used by 240 staff. The Reverie Saigon is the flagship luxury property of the Windsor Property Management Group Corporation (WMC Group), whose parent company has been operating in Ho Chi Minh City since the early 1990s.
http://www.xnprotel.com  
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INVENTORY/PURCHASING

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SECURITY

- Beauport Hotel Gloucester Selects dormakaba USA Inc Saflok Networked Locks for Reliability and Secure Property Access
- dormakaba USA Inc completes acquisition of Mechanical Security businesses from Stanley Black & Decker
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Beauport Hotel Gloucester Selects dormakaba USA Inc Saflok Networked Locks for Reliability and Secure Property Access
Beauport Hotel Gloucester, an oceanfront hotel on Cape Ann in Massachusetts, has opened its doors with dormakaba USA Inc's mobile-ready networked Saflok Quantum RFID guestroom electronic door locks as well as perimeter and facility access entry points. The property’s electronic door locks communicate with the Beauport Hotel’s front office system over dormakaba USA Inc’s Messenger^® Lens network for a more secure guest environment.
http://www.dormakaba.com
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dormakaba USA Inc completes acquisition of Mechanical Security businesses from Stanley Black & Decker
dormakaba USA Inc has completed the acquisition of certain mechanical security businesses from Stanley Black & Decker and has closed the transaction effective February 22, 2017, following satisfaction of customary closing conditions including the receipt of all necessary regulatory approvals. The transaction was first announced on December 21, 2016. With this acquisition, dormakaba USA Inc gains substantial scale in line with its stated strategy, evolving from a distant four to a strong number three player in the attractive North American market that can offer the full portfolio of door hardware and access control solutions to customers.
http://www.kabalodging.com
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COMMUNICATIONS/INFRASTRUCTURE

- Radisson Plaza Hotel at Kalamazoo Boosts Wi-Fi Speed and Guest Satisfaction with Internet Upgrade by Hotel Internet Services
- King Willem-Alexander Tunnel Ensures Excellent Mobile Communications with JMA Wireless Compression Connectors
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Radisson Plaza Hotel at Kalamazoo Boosts Wi-Fi Speed and Guest Satisfaction with Internet Upgrade by Hotel Internet Services
Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has successfully completed the installation and upgrade of propertywide and in-room guest Wi-Fi services at the Radisson Plaza Hotel at Kalamazoo. The downtown Kalamazoo, Michigan-based property initiated the project in an effort to enhance its internet infrastructure, based on sliding guest satisfaction scores and a rise in connectivity complaints. After considering numerous potential Wi-Fi vendors to address this challenge, property leadership ultimately selected Hotel Internet Services, due to its longstanding reputation in the industry for providing consistent results and unparalleled customer support.
http://www.hotelwifi.com
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King Willem-Alexander Tunnel Ensures Excellent Mobile Communications with JMA Wireless Compression Connectors
JMA Wireless, a global leader of wireless communications solutions, is ensuring the integrity of the King Willem-Alexander Tunnel’s wireless network with its unique compression connectors. Built to relieve traffic congestion, the tunnel is comprised of four stacked tunnel tubes, with two above and two below. In addition, a multilane roadway, pedestrian paths and greenery lies above it. Tunnel environments have an increased level of vibration and environmental conditions that can easily result in degraded performance at the connection points to the equipment. To ensure the wireless network is resilient to these factors, system integrator, VolkerWessels Telecom (VWT), turned to JMA Wireless for the industry’s most resilient compression connector technology. It was deployed across hundreds of connection points in radio transmission lines throughout this distinctive 2.3-kilometer tunnel located in the city of Maastricht in the Netherlands.
http://www.jmawireless.com  
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DATA SECURITY AND CYBER ATTACKS

- VENZA Wins Bronze Stevie^® Award for Sales and Customer Service
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VENZA Wins Bronze Stevie^® Award for Sales and Customer Service
VENZA won a Bronze Stevie Award in the Customer Service Manager of the Year category in the 11th annual Stevie Awards for Sales & Customer Service. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes several of the world’s leading business awards programs including the prestigious American Business Awards and International Business Awards.
http://www.venzagroup.com
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HOSPITALITY EDUCATION

- Red Sands Hotel Invests in HMBookstore’s Hospitality eLearning For Employee Training on Guest Engagement and Service 
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Red Sands Hotel Invests in HMBookstore’s Hospitality eLearning For Employee Training on Guest Engagement and Service
With one million visitors annually to Capital Reef National Park in south central Utah, the Red Sands Hotel has turned to HMBookstore online education to train and certify its employees on operations throughout the hotel such as housekeeping, service culture, food and beverage, special event planning, revenue management, guest services and more. Located in Torrey, Utah, a rural city with a labor pool challenge, the Red Sands Hotel owners utilize HMBookstore’s more than 110 diverse courses ranging from entry-level to management positions to train/cross train employees on role responsibilities and elevate confidence in servicing guests despite a lack of hotel industry experience.
http://www.hmbookstore.com  
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You-Know-What

And now for you-know-what…

A customs officer at the border noticed a man coming across one day on a bicycle with two small sacks tied to the handlebars. He naturally got suspicious and asked him to open the sacks, but when he did he found nothing but sand. This went on every day for the next month. Each time he'd stop the bicycle and open the sacks, and he'd find only sand.

A few years later, he ran into the biker in a restaurant. After some small talk he said, "Come on. I know you were smuggling something all that time. I won't tell. I'm just curious. What was it?"

And the other man replied, "Bicycles."

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