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Siegel Sez

July 29, 2022

Siegel Sez

Note from Rich:
The following Siegel Sez was written before the AHLA announcement came out regarding a new event they are doing next June. I have talked to many from the industry and the one word I hear repeatedly is 'bizarre'. If you would like the real story, click here and you will get our interview with those affected early next week including my one-on-one video interview with HFTP CEO Frank Wolfe. Interesting they are launching this event after one of the best HITECs ever! Now back to Siegel Sez!

There are many readers of Hotel Online who are not technology enthusiasts. If you are one of them this week, I will strongly encourage you to read Doug Rice’s column that follows. His early comment was that historically technology has been developed for the hotels to operate efficiently. Today technology is being developed for the guest. His sharing of Guest Journey software is eye opening. Some of his comments might upset the brands but he is calling it as he sees it. I am sure it will solicit much feedback, but this is what makes our Siegel Sez popular. I am guessing we will get lots of comments which is always a positive thing regardless of the comments being positive or negative. It is all about sharing thoughts and opinions and Doug does a great job with that. He is Definitely Doug.

This is one of my favorite times of the year. We are working diligently on our twentieth CIO Summit which will be held at the Loews Hotel in Hollywood, CA. Putting a program together for what looks like a record crowd from the hospitality industry is a labor of love. I recently had a conversation with someone who is truly the hotel General Manager of the future. Running a successful multimillion-dollar business is a challenge but his belief that to be successful you need to not be afraid but embrace technology. We got him to speak at our CIO Summit and he will be eye opening. Of course, to make it even more interesting we will also make the CIO of the company share the stage with him. I know the crowd will love this. The CIO Summit does some creative things but one comment that was hammered home this year by those attending was that it is the one time where the industry, hotel companies and management companies come together and share what they are doing. What new technologies that are getting hyped are actually being implemented by others. Think robots, the cashless traveler and the sometimes out of control world of apps. We always close the CIO Summit with a roundtable where everybody participates and the comments shared are always eye opening. If you have any questions regarding the CIO Summit, please email me at rich@hospitalityugprade.com. There are many first timers coming this year and quite a few international attendees which makes us proud. We will have our share of fun, after all it is Hollywood. I bet none of the attendees will look at the Hollywood sign the same after what we are going to do with them. Can’t wait!

It is amazing, it has been a month now since HITEC and just about every conversation I have mentions something that was experienced in Orlando. This industry is all about connecting and we all did that in Orlando and I look forward to doing it again. Thankfully we are going to Toronto next year which everybody loved and was very well attended the last time it was there. Here now is the real reason we are here, Doug’s column followed by all the latest industry technology happenings. If anybody is looking for me next week, don’t! It is my annual trip to Saratoga where I can leave the tech world behind and focus on the horse world that I love. The perfect escape – I can’t wait!  


Definitely Doug

The Digital Guest Journey … No Download Required (Part One)

More and more hotel software vendors today talk about optimizing the “guest journey.” But what exactly does this mean? What are the benefits to the guest and to the hotel, and should your hotel(s) be looking at these solutions? And if so, how should you evaluate them?

While there is no universal definition, we can roughly define guest journey software as digital, guest-facing platforms that guide the guest every step of the way, starting at or even before booking, and continuing through pre-arrival, upselling, check-in, the actual stay, check-out, and post-checkout activities.

The goals of guest journey software are generally threefold:

  • To provide a single consistent way for the guest to manage their journey digitally via web, mobile, kiosk, tablet, guest-room TV, or any combination. The emphasis is generally on mobile because guests like to do as much as they can on their own device, but the transition should be seamless when for whatever reason they prefer some other mode or interact with real humans.

  • To capture more revenue from each guest by offering relevant upsell offers at exactly the right point in their journey, and through conversion from indirect to direct bookings in the future.

  • To reduce nonproductive administrative workload at the often-understaffed front desk, freeing up associates to focus on delivering a great hospitality experience, and enabling hotels to better cope with staff shortages or high labor costs.

These goals are consistent with recent research from Oracle and Skift, which included key findings that 73% of consumers want hotels to offer technology that minimizes contact with staff and other guests; 74% want hotels to use artificial intelligence to deliver more relevant offers; and 65% of hoteliers want new technologies to help them weather labor shortages. All of these are difficult to achieve without a consistent and well architected digital guest journey. Yet few of today’s Property Management Systems (PMSs) were designed with these goals in mind. 


Click here to read more of Doug’s column The Digital Guest Journey … No Download Required (Part One)


Douglas Rice
Email: douglas.rice@hosptech.net
Twitter: @dougrice
LinkedIn: www.linkedin.com/in/ricedouglas
The Digital Guest Journey … No Download Required (Part One)


- Agilysys Fiscal 2023 First Quarter Revenue Rises 22.7% To Record $47.5M
Agilysys, Inc., a global provider of next-generation hospitality software solutions and services, today reported operating results for its fiscal 2023 first quarter and period ended June 30, 2022.


- Cendyn names Subhobroto Biswas Managing Director & General Manager of India
- VENZA Appoints Macarena Carballo Vice President of Operations and Customer Success
- Hyatt Names Eben Hewitt Chief Information Officer
- Flip.to Names Dynamic Hospitality Technology Leader, Jessica Bush Aslanian, as VP, Commercial

For more information on People on The Move for 7/29/2022


- Maestro PMS Integrates with RobosizeME to Assign Mundane Tasks to Microbots and Allocate Essential Responsibilities to Hotel Staff
Maestro PMS has teamed with RobosizeME to enable independent hotel operators to automate tedious, labor-intensive tasks – such as rate loading and credit-card payment processing – thereby freeing-up staff to provide more personalized experiences to guests.

- Stoney Creek Hospitality Partners with Stayntouch to Enhance Unique 'Cabin by the Lake' Experience at 11 Properties
Stayntouch, a global leader in cloud hotel property management systems and guest-centric technologies, today announced an expanded partnership with Stoney Creek Hospitality, a hotel group that owns, operates, and manages two major hotel brands across the American Midwest. Stoney Creek Hospitality chose Stayntouch to deploy its mobile PMS and contactless solutions to 11 of its premier properties.

- Three More Resorts Running on Maestro PMS Launch PurpleCloud's Service Optimization and Employee Engagement Platform
In September 2021, PurpleCloud announced its’ integration to the Maestro PMS solution — a tool that helps properties do more with less while aligning service to guest expectations. Today, PurpleCloud announces three additional properties are running on Maestro PMS with the recently implemented integrated tool; Service Optimization Platform and Employee Engagement Platform, and those properties are now enjoying the benefits that it delivers.


- SHR Launches Automated Upsell Functionality to Help Hoteliers Drive Incremental Revenue
SHR, which offers a suite of solutions to help hoteliers improve the guest experience and drive revenue at each touchpoint along the guest journey, has launched automated upsell functionality that accelerates hoteliers’ ability to drive additional revenue.

- Onyx CenterSource Unveils Latest Integration for Travel Agency Affiliates of Booking.com
The integration enables Sabre-connected travel agencies to directly connect and streamline revenue share payment processing for completed bookings.

- Flemings Hotels Pens Strategic Technology Partnership with Amadeus
Flemings Hotels, a hotel group in Germany & Austria, has adopted the Amadeus Demand Generation Suite, leveraging business intelligence, media, web, booking, reservations, and loyalty capabilities.


- IDeaS Hosts Converge 2022 Hospitality Revenue Summit in New York
IDeaS, a world leading provider of hospitality revenue management software and services, held its annual Converge Hospitality Revenue Summit, bringing together leaders in revenue, commercial, finance, and technology from around the world. This year’s summit featured keynote speakers from some of the top innovators in the hospitality industry and client discussion panels moderated by IDeaS’ leaders.

- IDeaS and Jonas Chorum Finalize Two-Way Data Integration
IDeaS, a world leading provider of hospitality revenue management software and services, announced today that it has partnered with Jonas Chorum to provide two-way data integration between IDeaS’ G3 Revenue Management System (RMS) with Chorum Property Management System (PMS).

- Virdee Integrates with SynXis Property Hub
Virdee, a SaaS company delivering digital check-in and virtual concierge services to the hospitality and commercial real estate industries, announced today that it has completed an integration with SynXis Property Hub, an industry-leading Property Management System (PMS) offered by Sabre Corporation. The new upgrade is now live for existing hotels using Sabre’s SynXis Property Hub.


- Boston Harbor Hotel to Expand Partnership with INTELITY’s Smart Room Offering
- Virdee Releases Web-Based Check-In Functionality
- One of the Most Versatile Interactive TV Solution Just Got Revamped
- The Unimed Vale Do Sinos Hospital Bets on Interactivity to Offer a Fully Digital Experience to Patients

For more information on Guest Facing Technology for 7/29/2022


- Lodging Interactive Launches Property Landing Pages to Streamline Job Applications and Drive Sales Opportunities
Lodging Interactive, award-winning digital marketing, reputation management, and social media marketing agency exclusively serving the hospitality industry since 2001, today announced the launch of its HotelPage landing page service for hotels and resorts. HotelPage empowers branded and independent properties to create dedicated landing pages for promotions and operational needs.

- GCommerce Launches Metadesk to Empower Hoteliers to Take Control of Their Metasearch Channels
Officials of  GCommerce, a leading, hospitality digital marketing agency, today announced the launch of a new metasearch platform, Metadesk. Metadesk is a software-driven experience designed to address known pain points and frustrations experienced by hoteliers regarding the management of their metasearch channels while leveraging GCommerce’s world-class media management and optimization skills.

- CoMMingle Provides Total Customer Engagement Services to Hotels, Restaurants, and Spas
Lodging Interactive, award-winning digital marketing, reputation management, and social media marketing agency exclusively serving the hospitality industry since 2001, today announced the launch of its updated CoMMingle services. CoMMingle provides enhanced guest review reputation management and social media marketing services to hotels, restaurants, and spas.


- Hyatt Expands Collaboration with Knowland Focused on Increasing Group Business Market Share
Knowland, one of the world’s leading providers of data insight within the hospitality meetings and events industry, announced today that Hyatt has expanded its relationship with the company to deliver value across its portfolio. Knowland continues to partner with brands and management companies to expand its data set and enhance its intelligence-driven technology.


- Think Simplicity Releases Major Update to Communication Platform
Upgrades to hardware and software take hoteliers into the future through automated, ongoing delivery of innovative key features to cloud communication platform.

- Hotel Internet Services Provides Advanced Hotel Operational Efficiency and Intersystem Connectivity with Ruckus IoT Suite
Hotel Internet Services (HIS), a full-service provider of internet services and solutions for the hospitality industry, has announced the expansion of its industry-leading online-based services with the availability of the Ruckus IoT Suite. Showcased by HIS at this year’s HITEC in Orlando, the Ruckus IoT suite serves as an advanced solution able to ensure the seamless connectivity and device management that today’s interconnected hotel environments now require.


- Clear Sky Software's Beverage Management System Installed at The Wyndham Grand Clearwater Beach
Called Clear Sky BEVERAGE, this system is a comprehensive, perpetual inventory system that tracks and controls all beverage products.

- Westin Chicago River North Selects Clear Sky Software for Managing Beverage Inventory
Called Clear Sky BEVERAGE, this system is a comprehensive, perpetual inventory system that tracks and controls all beverage products.


- New Orleans Saints and Pelicans Select Shift4 as Official Payment Solutions Provider
The New Orleans Saints and Pelicans have selected Shift4, a global leader in integrated payments and commerce technology, as their official payment solutions provider.


- Sonesta International Hotels Partners with Actabl for All-in-One Hotel Operations Management and Enhanced Guest Services Platform
Actabl, provider of a comprehensive suite of leading technology solutions designed to address the full spectrum of hotel business needs, today announced the adoption of its ALICE and Transcendent solutions by Sonesta International Hotels Corporation (Sonesta).


- ROAR Taps Best Buy to Accelerate Workplace Panic Button Adoption Across U.S.
ROAR, a market leader in workplace panic button solutions for hotel and healthcare workers, has enlisted Best Buy’s Geek Squad® to increase their field service footprint, improve installation efficiency, and support turnaround time at medium-to-large-scale properties.

- Aiden Darling Harbour Opens its Doors with ASSA ABLOY Global Solutions to Ensure Heightened Hotel Security and Guest Experiences
ASSA ABLOY Global Solutions, a leading provider of advanced security technology for the hospitality industry, has announced the adoption of its Mobile Access-enabled VingCard Essence door locks combined with sleek and fully customizable VingCard Allure LED panels at the recently opened Aiden Darling Harbour by Best Western.


- How Hyatt Powers an Innovative Digital Guest Experience with Real-Time Data
Hyatt turned to Hapi to provide an off-the-shelf integration service and serve as an agile collaborator in their digital adoption process.


- HFTP Celebrates the Upcoming 75th Anniversary of ICHRIE
Hospitality Financial and Technology Professionals (HFTP) is pleased to support the upcoming International Council on Hotel, Restaurant, and Institutional Education (ICHRIE) Annual Summer Conference as its 75th Anniversary sponsor. The established event offers varied programming, including educational presentations on research and other academic-focused sessions, association business meetings, networking events and concluding with a Celebration Dinner and Gala. As part of its participation at the conference, HFTP will provide updates in multiple education sessions. The event will take place August 3–6 at the Renaissance Washington, D.C. Downtown Hotel in Washington, D.C.

- AHLA, Questex to Launch Industry-Leading Event “The Hospitality Show”
The American Hotel & Lodging Association (AHLA) and Questex announced a collaboration to launch “The Hospitality Show” (“THE SHOW”), an innovative new hospitality event to be held June 27-29, 2023 at The Venetian Las Vegas.

- Reflecting on Smash Success of HITEC 50th Anniversary, AAHOA, CHTA, HSMAI and iHITA Help HFTP Carry It into the Future
The hospitality technology event showcased what it does best, gathering thousands of professional experts to share the latest ideas, trends and best practices,


- Knowland’s Meeting Recovery Forecast Q2 Update Reflects Stronger than Expected Performance
Knowland, a world leading provider of data-as-a-service insights on meetings and events for hospitality, released the quarterly update to its U.S. Meetings Recovery Forecast (MRF) and associated Top 25 U.S. Meetings Recovery Forecast (MRF25) showing improved projected performance with a goal of providing the hospitality industry with predictive insights into event recovery over the next three years.

- Trip.com Reveals Latest Summer Trends, Highlighting Traveler Confidence Has Returned with City Breaks and Short-Haul Travel Dominating
As consumers around the world plan a summer of ‘revenge travel’ in the wake of easing restrictions, Trip.com data reflects the global travel recovery trend. Trip.com analysed data from their booking sites across Europe and Asia and the results show that users are more confident to book further ahead this summer, and the appetite for city breaks, staycations and short-haul trips still holds firm in a post-pandemic world.


- 412,000 Travel & Tourism Jobs Across the U.S. Will Remain Unfilled Unless Urgent Action Is Taken
- Hotel Industry Guest Satisfaction Decreased Over Past Year
- Hype Over New Online Travel Disruptors Is So Overblown
- A Global Think Tank Unveils Its Concepts for Hotel Technologies of the Future

For more information on Piqued Our Interest for 7/29/2022

And now for the You-Know-What...

A small boy tells his mum that his dad’s taken him on an outing to the zoo. His mum doesn’t believe him.
“Your dad has never taken anyone to the zoo in his whole life,” she says
“Well he did,” the boy replies, “and one of the animals paid us $50.”


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