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Over the past six months, this column has focused mostly on hospitality technologies and issues that were triggered by COVID-19. Innovation has flourished during that time, from both established industry technology providers and from startups. At last count I had identified nearly 300 startups in the space since the beginning of the year, some of them with very interesting technologies.

As outlined in our previous article, cleanliness is dominating the headlines within the hotel industry, with a number of press releases on new initiatives from all the major chains. The landscape has transformed quickly, to help keep up with the standards this article will summarise the basic principles of cleaning and sanitisation of guest rooms and how that can be achieved quickly, easily and cost-effectively.

Decreasing Stress
Posted: 09/14/2020

Stress does not come without your invitation. It is self-induced by our perspectives of what is occurring in our lives. We all have stress, and the less of it, the more happiness you experience. Life is about living day to day.

When you are going to search “blog topic ideas”, it will not give you the interesting ones. The web is occupied with companies that have bigger budgets than you and can churn out the content every day. And if you are going to put your time into creating and promoting a blog post, and hope to get results, you need to figure out what you are best suited when it comes to the blog topics. So here is what the most recommend:

Writing this column every two weeks typically takes me on a journey of discovery. I learn about innovations, find new technologies, and look at a wide diversity of products. Inevitably this involves a lot of web research to identify both core technologies and applications, and the different vendors offering solutions.



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Mobile Payments, An Important Part of Hospitality

10/04/2016
by Roberta Braum

Today’s guests are accustomed to doing things on the go. They live in a mobile world. They value a simple and frictionless consumer experience for selecting where they will stay, what they will eat and where they will spend their dollars. The manner in which guests assess, select, experience and spend is changing almost as quickly as technology is advancing.

What technologies are you leveraging that actually help you better serve guests? Chances are you’re using integrated solutions with advanced interfaces that make guest services as efficient as possible. Guests needn’t be aware of the complexities of systems, and should be able to enjoy their poolside cocktail rather than spend a lot of time purchasing it.

Bringing payment acceptance to the customer, wherever they are, has been proven to grow revenue through increased guest engagement. There are several reasons why mobile payment acceptance should be high on your priority list for technology investment:

1. Increased Sales
Mobile ordering and payment processing technology helps drive mobile guest service, which translates to more revenue-generating opportunities. Payment acceptance on a POS tablet, for example, actually expands your guest reach, targeting guests in areas that may otherwise be underserved. By including mobile ordering and payment acceptance, there’s an opportunity to make more sales, since the majority of guests these days expect to be able to pay virtually anywhere on property.
2. Quicker Guest Service
Long lines are a turnoff. Equipping hotel staff with mobile check in and credit card processing tools can reduce guest wait times and increase satisfaction. Self-service kiosks for check in or even retail purchases can offer quick service when a staff member is not immediately available.
3. Upsell Opportunities
Individual guest attention provides more opportunity for engagement and upsell. When staff members have tablets they can interact with guests and gather information about their preferences. This, in turn, is used to inform a guest about additional products which might be of interest. Guests appreciate a more personalized service and the additional interactions offer the advantage of increasing guest spending.
4. Tableside Service
Restaurants that implement mobile payment technology are enabling customers to spend more. Equipping servers with tablets allows the server to spend more time in the dining room making it easier for guests to purchase additional drinks or desserts. Servers remain closer to guests because they’re able to process orders, transmit them to the kitchen or bar, and even process the payment  all without leaving the guest’s side.

Pay-at-table technology not only allows the guest to make a payment in real time, but the guest also enters the tip directly on the device. This saves time adjusting checks at the end of a shift.

5. Card Data Security
Mobility without the proper security can open up new risks of data loss. Mobile devices are not physically locked down, and sensitive card information is transmitted wirelessly.  Protecting the customer card information is critical to guest satisfaction and business reputation. A validated point-to-point encrypted (P2PE) solution keeps the card data out of your systems and protects the card from exposure during swipe or dip processing. Physical security and secure operational processes are also part of a validated P2PE solution and guidelines for ensuring this security are included in the solution’s P2PE instruction manual (PIM).

Including mobile payment technology in your guest experience can help grow revenue, increase customer satisfaction, and reduce costs. Mobile payment acceptance offers the opportunity to improve the guest experience. Bringing payment acceptance to the customer is a proven way to grow revenue through increased guest engagement.

About The Author
Roberta Braum
Director of Product Magement, Payments
Agilysys, Inc.


Roberta Braum is the director of product management, payments for Agilysys, Inc.

 
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