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Definitely Doug 10/18/19
Posted: 12/06/2019

Sustainable Innovation
 
Sustainability can yield multiple benefits to hotels. Saving energy and water yields direct cost savings. Revenue can be generated by guests who prefer to deal with businesses that minimize their environmental impact. And many would argue that conserving scarce resources is simply the right thing to do.

Definitely Doug 12/6/19
Posted: 12/06/2019

Meetings Innovation
 
The sale and delivery of groups and meetings is perhaps the most significant and under-automated functions for many hotels. Even though groups often account for 30% to 60% of revenue, most group bookings are still handled manually for most if not all of steps, as they move from a meeting planner’s research to a confirmed booking.

The biggest enemy to any system is complexity. In a system of inputs and outputs, such as an enterprise system, more complexity means more parts are used in interaction with inputs to create the outputs. Every part that must be built and maintained costs time and money

Tracking the evolution of key performance indicators (KPIs) over time allows hoteliers to identify meaningful trends, create forecasts and budgets and assess the results of different strategies. To perform this kind of analysis, data has to be recorded within consistent time intervals and in chronological order. This is known as a time series.

Definitely Doug 11/15/19
Posted: 11/15/2019

Every time I turn around these days, I see a new vendor or product promising something called a complete Guest Experience Management, Guest Journey Management, or Guest Engagement (or some variation on those words). This week I looked at some of the emerging products claiming to be in this space, both to try to better understand it, and to see what promising ideas it may hold.



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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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