Interoperability and data integration are essential to every aspect of hotel operations — but an overburdened IT infrastructure can lead to fragmented systems and data silos.
The end result can be inefficiencies, frustration, impaired customer experiences and lost revenue.
In a competitive, data-heavy industry, hotels must prioritize IT performance.
With the wealth of data available from property management systems, CRM systems, call centers, mobile apps and more, hotels have access to business intelligence like never before. While this is a great advantage, it also can cause problems for hotels that aren’t investing in IT system performance.
It’s important to understand how the architecture and interoperability of IT systems are impacting the value and usability of that business intelligence. IT systems must be able to collect data from multiple, wide-ranging sources; process, store and manage that data, and; share the data and its insights within the organization.
Hotel Voice-activated Technologies Grow Louder WIth Angie's Acquisition of Roxy
As voice-activated technology continues to gain adoption amongst hoteliers, the competitive landscape of digital assistant solution providers just became a little more consolidated. That’s because Angie Hospitality has completed its purchase of the assets of Roxy, a competing provider of speech-enabled digital assistant technology specifically designed for hotels.
It was less than two years ago that the Seattle-based startup announced that it had secured $2.2 million in seed funding following a successful pilot at a dozen west coast hotels. Billed as a fully customizable in-room concierge, the voice commands that Roxy could handle were geared towards the same questions that would prompt a guest to call the front desk to get answers. Over time, the range of Roxy’s response system became increasingly sophisticated.
How Hotels Can Spring Clean Their Information Security Policies Ahead of the Summer Travel Season
Summer is without a doubt the busiest travel season of the year – last year 42 million Americans traveled on Memorial Day weekend alone. With a significant number of vacationers checking in and out of hotels every day, it’s essential that hotels ensure their information security policies are in place to protect their customers.
Hotels and hospitality companies have faced a slew of cybersecurity breaches over the past few years, and guests are taking notice – in fact, 77% of Americans say that data protection is important to them when deciding which hotel to book. Given this consumer sentiment, it’s crucial that hotels take a proactive approach to security ahead of the summer months. But with cybersecurity a main focus for many hotels and hospitality companies, it’s easy to forget about the more common threats – specifically physical information security. There are hundreds (if not thousands) of people walking in and out of a hotel on any given day, and this constant turnover makes physical security a major risk for hotels.
Shockingly, nearly a third of hotels (32%) admitted they currently have no known policy for storing and disposing of documents.
How AI-Powered Hotel Messaging Helps Fuel the Guest Journey
Friction is desirable in many circumstances. Land vehicles, for example, need friction in order to accelerate and decelerate. When it comes to guest satisfaction, however, friction is rarely desirable and hotels strive to put the brakes on any friction that may impede or otherwise negatively affect the guest experience. Guests may experience friction in their interactions and transactions with a hotel across all parts of the property, all touchpoints and all phases of the guest journey.
The guest journey is the record of every interaction and transaction, both digital and in-person, that a guest has with the hotel throughout the entire course of their stay. Hoteliers have become increasingly focused on tracking and analyzing the guest journey, from the moment the guest first steps foot in the hotel lobby to the time they check out of the property.
Arguably, the guest journey begins much earlier, at the point when a guest first sets out to research and explore their stay options and on through the booking process. An argument can be made that the guest journey continues even after they check out of the hotel.
Hotel Technology News, published by Starfleet Media, is the hospitality industry’s premier source of information and insights related to technology innovation at the world’s leading hotels and resorts.
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