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Hotels always talk about how focused they are on guest satisfaction. But studies such as the ACSI Travel Report consistently show hotels coming in way below even banks and limited-service restaurants in guest satisfaction, and just barely above airlines and gas stations. And it’s getting worse: 2019 showed a 1.3% drop over 2018. Net promoter scores for most major hotel brands are lowest for millennials and Generation X, which does not bode well for the future. A 2016 study by Revenue Strategy Summit showed that poor service delivery accounted for 56% of negative trip reviews.

Could QR codes revolutionize the hospitality industry? While far from being mainstream in Australia, the use of QR codes is on the rise thanks to improved technology and innovations in consumer engagement.

From the company’s simple beginnings in a Beijing apartment to the global expansion and recent major technology acquisitions, over a short period of time Shiji Group has experienced fantastic growth to serve a fully worldwide customer base. Looking back over the previous decade, Kevin King, COO of Shiji Group, shares the company’s background and pathway moving forward mixed with a desire to push the boundaries of technology for the hospitality industry. Below are some key takeaways from Mr. King’s article:

Are you demanding enough of the spaces you own and have access to? How many times have you walked into empty hotel gyms, restaurants and meeting rooms, or oversized lobbies that seem to have no purpose in life?
How can you optimize these areas to their full revenue potential?
And, even when you are able to optimize a space operationally, how can you insure that you are able to acquire the customers you need to commercialize it effectively?

These questions all have answers. However, you need to be honest about how you can do this, and the effort that you can realistically place on direct versus indirect acquisition in your overall strategy.

Enterprise System Pitfalls: Summary
Today I’m wrapping up a series of posts on the broad topic of Enterprise System Pitfalls. In this series, my hope was to help shed light on the primary problems that cause us to miss budgets, fall short on capabilities, or completely fail when implementing an enterprise system. 

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Definitely Doug 12/20/19: The Year in Review

by Doug Rice
The Year in Review
As 2019 comes to a close, it’s time to count our blessings. One of mine has been the privilege (and fun!) of being able to reach out to so many interesting companies and get them to tell me what they’re doing that’s different, disruptive, and game-changing. The list of things I have to write about in future columns has only gotten longer in the nine months since I started writing this column.
If you’re like me, whether and when you read emails like this newsletter can be hit or miss, so I thought I’d do a recap of the topics I’ve covered this year, with links in case there’s one that interests you that you missed. Along the way, I’ll also highlight some companies that came to my attention or were only ready to talk after publication of the particular topic -- ones I would have included had I discovered them sooner.
In April I started by describing my objectives for the column, which haven’t changed but are worth skimming through if you’ve joined me during the course of the year. Then my first substantive column addressed robotics. A few months after writing that one, I ran across Techmetics, which offers not only a robotic butler, but a drink server for casinos and a back-of-house delivery cart robot.
May’s first installment covered Enterprise Service Buses. The subsequent announcement of Jonas Chorum brought to my attention the Jonas Hospitality ARC ESB; that’s another option that’s worth a look. The next topic was technology to help guests exploit the many things to see and do in the neighborhood around the hotel, and to incorporate them into the hotel’s marketing proposition more seamlessly.
In June I turned to artificial intelligence and chatbots, used to answer guest requests quickly during a hotel stay. Another company in this space I would check out is Easyway – they were on my radar when I wrote the article, but hadn’t formally launched past their pilot sites. And just last week I read that Whistle has added the AI and workflow layers that were qualifiers for that column; I haven’t had a chance to look at it yet but it sounds about right. The second article in June, written post-HITEC, called out some of the more innovative things I saw wandering the exhibit floor in Minneapolis.
July’s first blog covered some innovative things going on in the reservations world. The second one covered location services as applied to staff panic alerts.
Then in August I turned to housekeeping systems, where a lot is going on. A couple of companies focused in Europe came to my attention after writing that article, and I found RoomChecking to be interesting in its ability to deal with complex European work-rule requirements; it is not unusual for individual housekeepers to have unique restrictions such as which floors they can work on, how many credits they can be scheduled for, or how many twin rooms they can clean (these are features typically only found in the top-end systems). 1Check also sounded interesting, although I wasn’t successful at getting a first-hand look. August’s second column covered eLearning software.
I got a lot of good feedback on my September column, which talked about barriers to innovation in hospitality. One industry disruptor I spoke to just last week said he’d read it in preparation for a call, and he wished he’d had it earlier in his company’s lifecycle, that they had to learn some of my observations the hard way.
My first October column covered Hotspot 2.0, and it’s the one you should go back and read if you missed it the first time and if you are one of the many hoteliers hoping that 5G technology will replace the need for Wi-Fi (spoiler: it won’t!) The second topic that month covered some interesting innovations in sustainability, and the first November edition looked more specifically at energy management systems.
The second November column covered some innovative approaches to guest engagement, which every hotel should be trying to address. And my most recent topic was sales and distribution software for meetings and events, an area that has been far behind the curve but is showing promise of catching up.
I’d love to hear from readers about topics they’d like me to cover, or companies that should be on my radar. I’m always happy to spend a half hour looking at any technology product that is targeting hotels, or that thinks perhaps it should.
And speaking of game-changers, I should note that Puzzle Partner is now accepting submissions for their Hotel and Travel Tech Game Changers 2020 Report.  If you’ve got something game-changing, get on their radar as well as mine!
Wishing everyone a very happy holiday season and see you all in 2020!
About The Author
Doug Rice

Twitter: @dougrice

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