Tech Talk

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Definitely Doug 6/9/23: Hotels Fighting Trafficking: The Role of Technology
Posted: 06/09/2023

This week I want to address an important issue for the hospitality industry, albeit one that technologists have not historically had on their radar. They can potentially play a significant role in addressing the issue, which is human trafficking, and more specifically sex trafficking.

In my last column, I reviewed some key trends in autonomous mobile robotics for hotels, and dove into three categories of delivery robots in more detail – room delivery, food delivery, and heavy-lift robots. This week I will round out the topic with several other robot types and applications, as well as general guidance for evaluating, acquiring, and adopting mobile autonomous robotics. If you have not yet read part one, I recommend going back and doing so before continuing below, as some of the introductory material is important background to what follows.

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Best Practices for Hotel & Resort Operators in Pool Season 2023
Posted: 05/25/2023

With the arrival of warmer weather and summer fast approaching, hospitality operators are gearing up for another pool season. This year, technology is at the forefront of driving booking revenue and taking operational efficiency to the next level. Modern technology platforms (such as hospitality’s newest technology category – the Property Experience Management System or PXMS) are providing brand new capabilities that unlock new strategies and approaches to filling the pool with satisfied guests.

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The Growing Role Technology Plays in Hotels and Restaurants
Posted: 05/25/2023

In the past few years, hotels and restaurants have grown into hubs for entertainment, leisure, and human connection. In an effort to best serve their guests, operators have begun rethinking their technological investments and working to adapt to recent shifts in consumer preference and operations. To ensure that guests have the best on-site experience possible, brands are increasingly looking to new technologies to make their experiences more convenient and comfortable. Advanced property management systems (PMS) and point-of-sale (POS) systems can increase operational and staff efficiency, while also meeting changing customer expectations for a high-value but relatively low-touch experience.

This week I will return to a topic I have covered before, because it has, within the last 12 to 18 months, become one of the hottest-growth categories in hospitality technology. That topic is autonomous mobile robots – specifically, ones that can move around the facility as well as perform specific tasks. Many of these products were launched pre-Covid but were often seen at the time as more of a marketing gimmick than a legitimate operational solution.

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What Does 2017 Hold For Sales, Marketing and Revenue Optimization Professionals?

01/11/2017

by Robert Gilbert

The HSMAI Americas board consists of a wide range of hospitality professionals from all areas of the industry, including representatives of 24 hotels and hotel companies. There were a number of interesting themes that emerged from the discussion. I’m excited to share some of their insights and provide my perspective into the industry trends and changes ahead.

Prediction: There will be more mergers and acquisitions
Certainly 2016 was a year of surprises with the sheer quantity and speed at which both hotel and technology company acquisitions and mergers were consummated. As long as capital exists, the race for market share and economies of scale will prevail. The fragmentation of the lodging industry has long made the industry vulnerable to intermediaries who have been able to develop value propositions that the industry could not develop for themselves. Additional consolidation will challenge and test some of that traditional thinking. Ultimately, as consumers pass through the decision funnel they will decide which of the channels (technology or hotel) along their journey will lead them to a purchase decision and hotel choice.

Prediction: Loyalty and branding will be key areas of focus in 2017
This was one of our predictions last year and it certainly came true. The need for hotel brands to offer tangible value to loyal consumers will only intensify. 2016 saw the introduction of multiple book direct campaigns. Will hotel companies or distribution channels redefine loyalty in 2017? Will one win or will the consumer ultimately win with more choices?

Prediction: We don’t know what we don’t know; get comfortable being uncomfortable
From an economic perspective, we know that supply is growing and that demand growth has slowed down. But we shouldn’t lose site of the fact that macro-economic variables in the U.S. have favored leisure demand over the past two years. There has been a meaningful shift in key indicators – corporate profits increasing, consumer spending dropping, etc. So what will be the drivers for 2017? Will leisure travel soften and corporate and business travel strengthen? From a global perspective, there could be positive or negative implications for international travelers based on current exchange rates and fluctuation, and the political unrest that exists around the globe. Savvy sales and marketers will need to be well informed and be able to make decisions to pivot strategies and tactics that align with opportunities.

Prediction: Technology applications will leapfrog
The consumption of digital media has never been greater than today. Digital media consumption surpassed television for the first time in 2016. Finding customers using traditional marketing methods is like searching for needles in a haystack. The implications of mobile usage, big data, social media, loyalty, micro-marketing moments, virtual and augmented reality, faster bandwidth capabilities and marketing technology applications that we haven’t even imagined yet, will be the keys for marketers to find new customers. The rate of acceleration of change is so fast that it will be difficult to adapt to it.

Prediction: Rate and pricing strategies will continue to evolve
Last year we predicted that revenue managers will evolve into data scientists and we believe that prediction came true and that trend will continue. Total revenue management and net cost per channel will continue to be focus for many hotels and hotel companies. Many feel that 2016 was the year that “we did pricing well.” As supply growth increases – or is differentiated by alternative lodging models, the ability to push rate will vary significantly per market. Nonetheless, rate strategies will only become more complicated as the use of various distribution channels has very divergent points of view from different brands and ownership groups.

Prediction: Accountability for better service standards is good for everyone
For decades, marketers have advocated that the best marketing investment is a satisfied guest. The advent of consumer review sites has added significant power to this premise. All sales, marketing, revenue management AND operations professionals will be rewarded when guests at your hotel have a great experience…and tell more people about it. Research has shown that review sites do have implications to pricing power and reservation conversion. Do this right and do it first. Exceeding guest expectations will always make you and everyone on your team a winner.

As the hospitality industry continues to evolve, HSMAI will continue to provide key insights and unique educational programming in order to benefit its members and the industry at large. In 2017, the organization will host seven executive round tables, produce conferences, white papers, webinars and facilitate conversations about emerging issues in the hospitality industry – all of which will be offered online and in face-to-face formats around the world in the Asia Pacific region, Europe, the United Arab Emirates and the Americas. Stay engaged. And have a successful and productive 2017!