May 05, 2017
Siegel Sez
by: Richard Siegel
For those of you who have been around the industry for a while, you are going to love this. For those of you who have not, it is going to allow a better understanding of why there are challenges today when introducing new technology. Hospitality Upgrade focuses on keeping the industry informed about today’s initiatives and what we see coming down the road, but to celebrate our 25th year we are going to have some fun looking back. Imagine there were no cell phones and when you were traveling all your phone calls were made from the room. AT&T was the only phone company and when you made that call you paid a pretty penny depending upon where you called and how long you talked. AT&T was kind enough to give the hotel a 15 percent commission on each call, and if you worked the front desk like I did, you were often stuck posting all the charges. Who remembers HOBIC? Yes, it has been fun looking back. Remember when Delphi had the first sales and catering system? Remember Miracle and its infamous Minor Miracle? Imagine a hotel where every terminal throughout the property was a dumb terminal. How important was the computer guy back then? We have had a blast looking back and when you see this special edition that will be distributed at HITEC in print and then shared around the world digitally, you will not only see the history of hotel technology but the connection to why we do the things we do today. Jon Inge, and many others from the industry have shared some amazing stories. If you have questions about this initiative or have a story you would like to share, please drop me a note at rich@hospitalityupgrade.com. It is turning out absolutely amazing.
Yes, HITEC is dominating the conversations in the industry and it seems like everybody is planning for it along with the co-located HSMAI Revenue Optimization Conference (ROC). I know both have been on our minds as we put together our big annual HITEC issue of Hospitality Upgrade. If you are exhibiting in Toronto and would like to be part of this issue that is the official affiliated publication of HFTP and the only publication given to every attendee when they register, please contact Anne@hospitalityupgrade.com immediately. We love the HITEC issue because we get so much positive feedback face to face while at the event. It never ceases to amaze me how many readers come by our booth to say hello and share their thoughts. You just have to be thankful that the industry has HITEC, where all those who follow technology have the opportunity to get together once a year.
Before HITEC I will be at the Amadeus Hospitality Customer Conference 2017 in Boston starting May 17th (http://ahcc.amadeus-hospitality.com/). Every year that I attend I think of Delphi, then Newmarket and now Amadeus. It is always a great event with a diverse crowd and there is nothing wrong with visiting Boston in the spring. I am honored to participate.
Finally, I have gotten so many inquiries about the Kentucky Derby this weekend. Your guess is as good as mine who will win, but for some reason I like the horse Hence. We shall see. I will be in New York at Belmont Park because our horse HOBOE is running his third race ever. He trains in the morning like Secretariat and then in the afternoon during the race he runs like he is pulling a carriage with tourists around Central Park. He is a bit finicky but very loveable. Maybe Saturday will be his day.
Here now is the real reason we are here, our look back at the latest technology happenings around the industry. I will see you at the end with this week’s attempt at you-know-what.
Rich@HospitalityUpgrade.com
Technology NEWSSTAND
by: Dan Phillips
Recent headlines, from Dan Phillips
Introduction
Coincidence? As I began to think about this installment I was wondering about TVs in guest rooms and hotels, and how there really hasn’t been any news lately regarding TV hardware and guest room entertainment. Then, just today, the articles in the Piqued Dan’s Interest section below came to my attention.
Then, to top that off, at www.hospitalityupgrade.com, they have been running a survey on TV watching in hotels. Now, we know that this survey isn’t ultra-scientific, and the margin of standard deviation might be off any chart for relevancy, but it begs mentioning. The question being, “On your last stay, did you use the guest room TV to cast your own content?”
• 33% replied YES but had to bring their own devices
• 8% said YES and could use what the hotel provided to do it
• 33% said NO, that it wasn’t available
• 8% said NO, that they watch TV on their own device
This is a pretty even split, and I’m not really sure what it tells us. But, where have the new developments on TV watching in hotels gone? GRE, STB, streaming and casting, Netflix and Hulu, Samsung and LG; what’s new? Back in the day, riding in the backseat of the station wagon on the drive to vacationland, we would pass by roadside motels with the “Color TV” sign humming in neon next to the “Vacancy” sign on one side and the “A/C” sign on the other. And, in HITEC’s past, the TV and the in-room entertainment booths have always been huge and crowded.
I want to hear more, see more, get more excited about TV technology. What’s up, guys?
I look forward to serving you,
Dan Phillips
Dare to Imagine
dphillips@dare2i.com
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MARKETING/MANAGEMENT
- IBC Brings Relationship Management to Independent Hotels via Strategic TrustYou Partnership
- The Venetian Las Vegas Pioneers Use of Conversational Commerce For Hotels
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IBC Brings Relationship Management to Independent Hotels via Strategic TrustYou PartnershipIBC (InnDependent Boutique Collection), a leading provider of hospitality technologies for independent hotels and alternative lodging,
announced an agreement with TrustYou, one of the world’s largest guest feedback platforms, to bring guest feedback management via its platform to IBC customers. Through this integration, independent hotels and soft brands using the proprietary IBC hotel management platform will have free access to the TrustYou Stars Lite platform that captures and markets post-stay feedback from guests.
http://www.trustyou.com **
The Venetian Las Vegas Pioneers Use of Conversational Commerce For Hotels The Venetian Las Vegas launched one of the hospitality industry's first Facebook Messenger direct booking channels – and the first for an individual hotel – offering guests the opportunity to book directly and securely through social messaging. The Venetian's direct social booking channel represents the first step for the brand in reducing interface friction, enabling guests to stay within their platform of choice as they gather information, ask questions and transact with the brand. The Venetian's direct booking channel provides guests with real-time rates for desired dates, details on resort amenities and also suggests relevant activities and offerings.
http://www.venetian.com**
PEOPLE ON THE MOVE
- Sabre Names New Executives to Lead Travel Network and Airline Solutions
- Hospitality Technology Veteran Wendy Zapach Joins ALICE as Director of Sales, North America
- Crescent Hotels & Resorts Appoints Andréa Sorensen as Vice President of Sales and Marketing
- DataArt Appoints Andrew Sanders as vice president for its Travel and Hospitality Practice
- Hyatt Names Kathy Krenger Vice President – Global Communications
- OpenTravel Alliance Selects Mike Tinkey as New CEO
- sbe Appoints Peter Chambers as Chief Information Officer
- sbe Adds David Hammarley as Chief Financial Officer
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For more information on People on the Move for 05/05/17
RESERVATIONS
- New Hotel Booking Site, FlexBook, Offers Flexible Check-in and Checkout
- Fornova Raises $17M in Series B Round from Deutsche Telekom Capital Partners (DTCP), Waypoint Capital and JAL Ventures to Accelerate Adoption of Its Intelligence-based Technology for Hotels
- Triptease Launches Direct Booking Platform: Ilio Edition
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For more information on Reservations for 05/05/17
REVENUE MANAGEMENT
- Downtown Grand Hotel & Casino Cashes In on Total Guest Value with Profit Optimization Solution from The Rainmaker Group
- Hotel Tech Startup Event Intelligence Collects 125% in Investor Interest in 6 Days
- Total Customized Revenue Management, LLC, Hired by Two Hospitality Management Groups in Key U.S. Markets
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For more information on Revenue Management for 05/05/17
PERSONALIZATION/GUEST EXPERIENCE
- Go Find It Launches Hotel App for Emaar Hospitality Group in Dubai
- The MCOMS HOTstream Solution Selected by Acqualina Resort and Spa on the Beach
- Plaza Hotel & Casino Continues Casino Upgrades, Leads to Record Growth
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For more information on Personalization/Guest Experience for 05/05/17
GUEST MANAGEMENT SYSTEMS
- Guestware Partners with Infor Hospitality to Create a Two-way Integration
- The Cliffs Resort Unifies Full-service Property Operations with Maestro PMS for Greater Efficiency and Real-time Direct Booking
- Eldorado Hotel and Spa Deploys Hosted Spa
Soft Spa Management System
- Nonius Integrates with TCA Innsist
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For more information on Guest Management Systems for 05/05/17
GUEST SERVICES
- Enseo’s GameChanger Manages TV Madness in Hotel Public Spaces
- Samsung and SONIFI Launch an Integrated In-room Technology Package
- GuestTek Chosen for Aruba Surf Club GPNS Upgrade
- Open Travel Alliance Publishes New Golf 2.0 Distribution Standard Enhancing the Golfer's Digital Experience
- Planning for Future Competitive Advantage in Hospitality, French Hotel Groups Invest in RoomChecking
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For more information on Guest Services for 05/05/17
BACK OFFICE
- TravelClick’s Industry-leading Demand360 Business Intelligence Solution Expands International Reach by Adding Eight Key Data-providing Brands
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TravelClick’s Industry-leading Demand360 Business Intelligence Solution Expands International Reach by Adding Eight Key Data-providing Brands TravelClick, a global provider of innovative, cloud-based and data-driven solutions for hotels to maximize revenue, announced that the company’s future-looking business intelligence solution, Demand360,
has recently partnered with eight major international brands, vastly expanding its network of global data providers. The data available via Demand360 empowers hoteliers across the globe to maximize revenue based on in-market trends. New international brands that have joined the Demand360 program include The Address Hotels + Resorts, Anantara Hotels, Resorts and Spas, AVANI Hotels & Resorts, Dorchester Collection, Kempinski Hotels, The Peninsula Hotels, Rocco Forte Hotels and Taj Hotels Resorts Palaces Safaris.
http://www.travelclick.com **
PAYMENT PROCESSING
- New Collaboration between Infor and CeloPay to Offer More Secure Payment Processing Options for Hospitality Industry
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New Collaboration between Infor and CeloPay to Offer More Secure Payment Processing Options for Hospitality Industry Infor Hospitality, a leading provider of business applications specialized by industry and built for the cloud,
announced a new collaboration with CeloPay. As international standards continue to increase for payment processing, Infor Hospitality now integrates with CeloPay, a leading global payments solutions provider, to offer current and future customers a solution that will help mitigate guests’ risk of card-not-present fraud losses. Infor Hospitality offers a fully integrated suite of operational and financial applications, for every area of the hospitality enterprise, from the front desk to the back office.
http://www.infor.com/hospitality **
COMMUNICATIONS/INFRASTRUCTURE
- JMA Wireless and Shared Access Announce Partnership to Empower the Next Generation Smart Sports Venues Across Europe
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JMA Wireless and Shared Access Announce Partnership to Empower the Next Generation Smart Sports Venues Across Europe JMA Wireless, a global leader of wireless communications solutions, and Shared Access Ltd., an independent owner and operator of wireless infrastructure, have partnered to build key wireless infrastructure that enables sports venues to become “smart stadiums”. This partnership was announced officially during the Sports & Entertainment Alliance in Technology (SEAT) Conference recently held at Twickenham Stadium.
http://www.jmawireless.com,
http://www.sharedaccess.com **
PIQUED OUR INTEREST
- Samsung and SONIFI Launch an Integrated In-Room Technology Package
- Enseo’s GameChanger Manages TV Madness in Hotel Public Spaces
- Getting Creative With How You Use Your Guestroom TVs
- Three Things You Need to Know About Meeting Guests’ In-Room Streaming Demands
- Five Top Reasons Why Hoteliers Need to Take In-Room Entertainment to the Cloud in 2017
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For more information on Piqued Our Interest for 05/05/17
DATA SECURITY AND CYBER ATTACKS
- Sabre Discloses Hotel Reservations System Security Breach
- Cyberespionage and Ransomware Attacks Are on the Increase, Warns the Verizon 2017 Data Breach Investigations Report
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Sabre Discloses Hotel Reservations System Security BreachSabre disclosed in its May 2, 2017 10-Q filing that it is
investigating an incident of unauthorized access to payment information contained in a subset of hotel reservations processed through its Hospitality Solutions SynXis Central Reservations system. Sabre has engaged Mandiant, an independent third-party cybersecurity expert, to support its investigation and has also notified law enforcement. The unauthorized access has been shut off and there is no evidence of continued unauthorized activity. There is no reason to believe that any other Sabre systems beyond SynXis Central Reservations have been affected. Sabre Hospitality Solutions customers are being notified of the investigation with a commitment to keep them informed. Sabre has dedicated internal staff and independent cyber experts to complete this investigation as quickly as possible.
http://www.sabrehospitality.com **
Cyberespionage and Ransomware Attacks Are on the Increase, Warns the Verizon 2017 Data Breach Investigations Report
Cyberespionage is
now the most common type of attack seen in manufacturing, the public sector and now education, warns the Verizon 2017 Data Breach Investigations Report. Much of this is due to the high proliferation of propriety research, prototypes and confidential personal data, which are hot ticket items for cybercriminals.
Nearly 2,000 breaches were analyzed in this year’s report and more than 300 were espionage-related, many of which started life as phishing emails.
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SECURITY
- Fairmont Hotel Macdonald Preserves Classic Style While Enhancing Security with Installation of ASSA ABLOY Hospitality's Locking Solutions
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Fairmont Hotel Macdonald Preserves Classic Style While Enhancing Security with Installation of ASSA ABLOY Hospitality's Locking Solutions Fairmont Hotel MacDonald, an iconic four diamond luxury hotel located in the heart of downtown Edmonton, Alberta,
announced the successful installation of ASSA ABLOY Hospitality's VingCard Classic RFID door locks and Visionline locking solution. Known for its state-of-the-art guestroom amenities, Fairmont Hotel Macdonald selected ASSA ABLOY Hospitality's innovative locking solutions to enhance overall security for its guests, while blending with the property's traditional décor.
http://www.assaabloyhospitality.com **
You-Know-What
And now for you-know-what…
On his way out of church after mass, Frank stopped at the door to speak to the minister. "Would it be right," he asked, "for a person to profit from the mistakes of another?"
"Absolutely not!" replied the pastor, disappointed that Frank would even ask such a question.
"In that case," said the young man, "I wonder if you'd consider returning the hundred dollars I paid you to marry my wife and me last July."
**