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Water has become a major challenge for hotels, both in terms of cost and as one aspect of sustainability programs. Reducing water usage is smart from both a financial and environmental perspective. On the cost side, water accounts for about 10% of hotel utility bills. And while the cost of water varies substantially depending on location, it is increasing faster than inflation. Data on 30 U.S. cities from Circle of Blue showed about a 53% price increase from 2010 to 2019, with many drought-parched locations significantly higher.

The hospitality industry has always faced a unique challenge that most other industries don’t have: Repeat customers are hard to come by. Studies show that around 90% of all hotel guests never return for a second stay. Some of the reasoning for this is understandable — many guests are visiting from far away, and people often like seeing new places when they travel. However, times are changing. In the post-pandemic world, many people are opting to return to familiar places that they trust.

There are three main reasons why hotels solicit feedback from guests. The first is simply to get a “report card” of how your hotel is doing vs. competitors or other hotels in the same brand or management group. This is interesting information and may help make or break someone’s management career, but otherwise is not very actionable. The second is to identify ways to channel capital funds or operating expenses to projects that will have the greatest impact on overall guest satisfaction and, through it, revenue and profit. The last is to get insights into what specific guests liked or disliked about your hotel so that their next-stay experience will be better, increasing their preference for your hotel.

Today’s hotel operators are on the move more than ever and many are challenged with not enough time or staff to manage operations in this new landscape. Hoteliers are telling us they need more mobility for remote staff, on-the-go users, and guest self-serve environments, which is why more properties are taking command of their property using Web browser-based systems. These platforms give operators the freedom to control their properties from anywhere and use a variety of devices, something that has become a necessity due to limitations on available labor and the growing need for operational flexibility.
 

We recently kicked off our latest series, “The Evolution of Hospitality Technology,” chatting with five industry veterans and Shiji experts about their experiences watching the hospitality technology space evolve, from pre-internet days, up through today, and looking forward to what the future might hold. 



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Articles tagged as: Security

Earlier this year in keeping with COVID-19 health suggestions such as possible contamination through payment touchpoints I stopped using cash or credit cards to facilitate payment and moved to use the Apple Wallet app. This now acts as the digital version of the traditional leather wallet, and I have amongst many other apps the following on my Apple Phone which I found to be very beneficial.

Sometimes, the biggest threats are the ones we can’t see. Surely, this sentiment rang true over the last year, as the COVID-19 virus swept across the nation, ushering in widespread fear and regulatory change in its wake. But now, as hospitality prepares for a long-awaited period of recovery, we must direct our attention to another unseen threat data breaches. As our industry continues to adopt self-service technology to digitize the guest experience, guest data protection must be top of mind for every hotelier.

Where Data Goes to Die - Part 2
Posted: 11/16/2020 by Alan Zaccario

As the hotel industry is navigating through the remaining months of the pandemic and enduring truly agonizing decisions regarding the fate of some properties, if a property suddenly closes or changes ownership, what becomes of the data? Who protects the customers and employees from the disclosure of data? Ethically, you do.

By now, everyone is aware that hotel giant Marriott International announced on Friday a massive data breach that goes back more than four years and may have affected up to 500 million customers worldwide. 

A recent study finds that 89 percent of sites leave their users' accounts potentially exposed to hackers due to unsafe password practices. Do yours fall within the majority? Geneva Rinehart discusses which websites might need a password update. 

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