#hoteltechnetwork

27-28 May

2020

Warsaw,
Poland

The Devil is in the Details: Using Data to Transform Your Hotel

bews

We all know the saying, “The devil is in the details.” Well, for hotels, those details can often be found in one, ever-important place: data. Data acts as a magnifying glass to all areas of operations and can provide hotels with a better understanding of their day-to-day activities, staff productivity, and of course, guest expectations. Insights from data can optimize hotel performance in many ways, including:

  • Increasing profits and sales;
  • Providing exceptional guest service
  • Boosting service level performance;
  • Using complaints to advance products and services;
  • Driving loyalty and positive reviews;
  • Preventing issues;
  • Maximizing resource allocation;
  • Decreasing operational costs; and
  • Better assets tracking

What’s more, data can help hotels make more informed decisions that can unlock real value. From booking to back office and marketing, data can identify weaknesses, strengths, and opportunities for growth.
Let’s take a closer look.

Using Data to Understand Guest Behavior

“Remember that a person’s name is, to that person, the sweetest and most important sound in any language.” — Dale Carnegie, How to Win Friends and Influence People

When it comes to building memorable relationships with guests, learning their names is just one essential step. Today’s travelers expect to be treated as individuals when it comes to the brands they do business with, and hotels are continually looking into different strategies to keep guests loyal and engaged.
There are arguably few industries that have as great of an opportunity to gather information about their guests as hospitality. With increasingly digital touchpoints and service opportunities, hotels are positioned to learn about their guests, attend to their needs, and engage with them on a more personal level. However, that opportunity for data capture should extend beyond the initial check-in. After all, there’s a lot more to knowing a guest, than just their name, email, and reservation details on record.
Shifting away from the limited, cumbersome legacy systems of the past, hotels are now able to implement customizable technology stacks powered by mobile. These advanced hotel management solutions attend to every step of the guest journey, streamlining service in each department while integral data points are captured, and insights are drawn. With access to better guest data from every guest touch-point, hotel staff can better anticipate, respond and surpass expectations. A blend of an interactive process with a personalization strategy can help create an unforgettable experience for guests.

Personalization: Going Beyond the Basics

In a white paper published by Deloitte early last year, it was explained that “although hotels are meeting basic lodging needs, today’s consumers want, and expect, much more from each stay. Hotels need to turbocharge the guest experience and tune into their needs to drive loyalty and increase repeat business.” The report that followed broke down data-driven strategies to meet new consumer expectations, and the need for the thoughtful marriage of traditional hospitality and advanced technology, for a data-driven, authentic hospitality experience. Each segment of data represents an opportunity for personalization which, in the current climate, largely contributes to a positive guest experience. American Express Travel reported that 83% of millennials would allow brands to track their habits in exchange for a more customized experience. Even further, in a recent study conducted by Google and Phocuswright, nearly six in 10 U.S. travelers said that brands should tailor information based on their personal preferences or past behaviors.

Of course, personalization will mean something different to each guest. To some guests, personalization comes in the form of first-name recognition at the front desk. For others, it might be fast and attentive responses or service recovery in the case of a complaint. Alternatively, for some, it may be access to options for their in-room experience, or personalized recommendations for local or on-property activities. This is precisely why data is so integral to modern hotels, as it can be continuously leveraged to reveal a more personal relationship with each traveler.

Data-Driven Technology to Enhance Service

Hotels can no longer rely on their products and services as their primary competitive differentiator; today, they can only compete based on their delivery of outstanding guest experience. Tracking and capturing the right information in a timely fashion, and then communicating actionable insights effectively across the organization is crucial. Technology is a bridge that enables hotels to enhance, automate, and measure trends and performance at every touchpoint. Even further, technology can be leveraged to centralize data collection from disparate sources, track KPIs and deliver meaningful information from a unified data set. Every guest visit, every service delivery, every issue, and every request represents an opportunity to understand guests better and upgrade the quality of service a hotel provides.
By investing in the most innovative service optimization platforms, hotels can automate management and reporting of operations across departments to include guest requests, housekeeping, service issues, maintenance, and more. Capturing data from all these sources to curate comprehensive guest profiles, identify service trends, and remain ahead of problems empowers staff to be more responsive from check-in to check-out, which ultimately boosts satisfaction scores and keeps guests coming back.
It’s a win-win situation, and everyone gets what they want. Guests get memorable experiences, and hotels get new efficiencies that could hardly be imagined a decade ago. Outstanding success stories can take place if organizations, and especially senior leaders, create a culture that respects and rewards data driven decisions.
And that’s just a start. The possibilities are endless.

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Barco

Barco ist ein weltweit führendes Technologieunternehmen, das vernetzte Visualisierungslösungen für die Märkte Unterhaltung, Unternehmen und Gesundheitswesen entwickelt. Unsere Lösungen haben eine sichtbare Wirkung, indem sie den Menschen fesselnde Unterhaltungserlebnisse ermöglichen, den Wissensaustausch und die intelligente Entscheidungsfindung in Unternehmen fördern und Krankenhäusern helfen, ihren Patienten die bestmögliche Gesundheitsversorgung zu bieten.

Barco hat seinen Hauptsitz in Kortrijk (Belgien), erzielte 2021 einen Umsatz von 804 Millionen Euro und verfügt über ein globales Team von mehr als 3.000 Mitarbeitern, deren Leidenschaft für Technologie in über 500 erteilten Patenten zum Ausdruck kommt. Barco ist seit 1985 an der Brüsseler Börse notiert. (Euronext: BAR; Reuters: BARBt.BR; Bloomberg: BAR BB)

Für weitere Informationen besuchen Sie uns auf www.barco.com, folgen Sie uns auf Twitter (@Barco), LinkedIn (Barco), YouTube (BarcoTV), Instagram (barco_nv) oder liken Sie uns auf Facebook (Barco).

Barco is a global technology leader that develops networked visualization solutions for the entertainment, enterprise and healthcare markets. Our solutions make a visible impact, allowing people to enjoy compelling entertainment experiences; to foster knowledge sharing and smart decision-making in organizations and to help hospitals provide their patients with the best possible healthcare.

Headquartered in Kortrijk (Belgium), Barco realized sales of 804 million euro in 2021 and has a global team of 3,000+ employees, whose passion for technology is captured in +500 granted patents. Barco has been listed on the Brussels Stock Exchange since 1985. (Euronext: BAR; Reuters: BARBt.BR; Bloomberg: BAR BB)

For more information, visit us on www.barco.com, follow us on Twitter (@Barco), LinkedIn (Barco), YouTube (BarcoTV), Instagram (barco_nv) or like us on Facebook (Barco).  

MICROSENS GmbH & Co. KG

Transmitting information via fiber optic connections offers numerous benefits. MICROSENS GmbH & Co. KG recognised this very early on. As one of the pioneers, the company has developed and produced high-performance communications and transmission systems in Germany since 1993. Individually matched to the demands of diverse usage areas and embedded in comprehensive concepts for individual sectors. But, above all, close to the customer. Technical challenges from customer projects are incorporated directly into product development. This way, IP-based automation solutions are created for modern buildings, cost-efficient network concepts for the office and workspace, robust and fail-safe solutions for industrial environments, optical transport systems future-oriented wide area networks and efficient coupling of sites and computer centres. 

Company Profile:

Since 2001, m3connect has grown to become one of the largest wireless Internet service providers in Europe.

Globally, m3connect serves around 13,000 of its customers‘ sites in over 23 countries. As a thought leader in cloud technologies, m3connect has been extending its self-developed platform for more than 20 years.

M3connect provides best-in-class wireless Internet networking with flexible design, works with state-of-the-art technologies such as WiFi, private LTE and 5G and creates innovative software solutions such as SD-WAN. The range of services is extended to include WiFi portals, digital signage, in-room TV solutions and even VoIP. 

Company Profile:

HRS Hospitality & Retail Systems is an international company with an excellent reputation for service. With over 10,000 customers spanning 90 different countries, HRS is a leading supplier of IT solutions for the hospitality industry. We are Oracle Hospitality’s largest partner with a team of experts ready to support you 24/7. HRS offers a wide range of innovative solutions, including Property Management, POS, Spa & Guest Activities, Business Analytics, Payment Gateway, Mobile Applications, Channel Manager, Online Distribution Services, Finance and HR Systems, Passport Scanning & Recognition, and much more.

HRS Hospitality & Retail Systems is your one-stop supplier of top-quality service, outstanding support, and the best products in the hospitality sector.”

Statement:

We are excited that in-person events are coming back and look forward to many interesting conversations. The Hotel Technology Network Summit 2022 is an excellent opportunity to exchange ideas and connect with friends and partners.

Hospitality & Retail Systems is a market leader in IT for the hospitality industry and provides innovative solutions for all your software-, hardware-, consulting- and support needs to maximize your company’s efficiency – Maurice Piesker, Sales Manager DACH-Region  

Company Profile:

Legrand Integrated Solutions is the Legrand group brand focusing on Guest Room Management Systems (GRMS) and integrations.

This team is focused on delivering not only the tailor-made Guest room automation solution to your hotel project but is also specialist by smart third-party integrations with other technologies existing in the project such as access control systems, booking software’s etc. The ultimate goal is to reach the highest guest comfort but also to enhance the staff service and the hotel energy efficiency all at ones.

As technology expands, hotel guests continue to search out new and original experiences during their stay, and that’s why next to the integration of the light, shutter and temperature a full integration with a hotel management software, access control, 3rd party heating cooling systems & full building automation is highly required.

Legrand Integrated Solutions offer a wide range of integrated solutions for all project types

Quote:

Legrand integrated Solutions is delighted to announce their participation at “hotel technology network summit 2022” in Berlin. We look forward to this opportunity to demonstrate, hotel investors, how to reach enhanced guest comfort, best staff service and energy efficiency all at ones with our Legrand Guest Room Management System- Davide Zanzi, General Manager 

NFON

NFON GmbH, based in St. Pölten, is a subsidiary of NFON AG. Headquartered in Munich, NFON AG is the leading European provider of voice-centric business communications from the cloud. The listed company (Frankfurt Stock Exchange, Prime Standard) includes over 3,000 partners in 15 European countries, seven subsidiaries and counts 50,000 companies as its customers. With the core product Cloudya, the smart cloud communications platform, NFON offers simplified voice calling, easy video conferencing, and seamless integrations for CRM and collaboration tools for small and medium sized companies. The NFON portfolio consists of four segments: Business Communications with Cloudya, Customer Contact, Integration and Enablement. NFON guides companies into the future of business communication with intuitive communication solutions.

Mitel

Customer satisfaction is of utmost importance for hotels and any business offering guest management services. The entire staff strives for this. A communication solution, seamlessly integrated into the business processes, perfectly supports employees in their day-to-day work serving the guests. It increases productivity and quality of services, while keeping operating costs low. This is why smooth communication is at the heart of every successful hotel. Mitel customers enjoy flexible, scalable, secure communications, optimized to meet the needs of the hospitality industry, from small economy hotels through to some of the world’s most famous luxury hotels. Powering more than 2 billion connections every day, Mitel helps businesses connect, collaborate and take care of their customers. Mitel’s business communications experts serve more than 60 million users with over 2500 channel partners in more than 100 countries. Doing so Mitel is also close to you

Schneider Electric

Schneider Electric is leading the Digital Transformation of Energy Management and Automation in Homes, Buildings, Data Centers, Infrastructure and Industries. With global presence in over 100 countries, Schneider is the undisputable leader in Power Management – Medium Voltage, Low Voltage and Secure Power, and in Automation Systems. We provide integrated efficiency solutions, combining energy, automation and software. In our global Ecosystem, we collaborate with the largest Partner, Integrator and Developer Community on our Open Platform to deliver real-time control and operational efficiency. We believe that great people and partners make Schneider a great company and that our commitment to Innovation, Diversity and Sustainability ensures that Life Is On everywhere, for everyone and at every moment.

Worldline

Worldline is the European leader in the payments and transactional services industry. Worldline delivers new-generation services, enabling its customers to offer smooth and innovative solutions to the end consumer. Key actor for B2B2C industries, with nearly 45 years of experience, Worldline supports and contributes to the success of all businesses and administrative services in a perpetually evolving market. Worldline offers a unique and flexible business model built around a global and growing portfolio, thus enabling end-toend support. Worldline activities are organized around three axes: Merchant Services, Mobility & e-Transactional Services and Financial Services including equensWorldline. Worldline employs more than 9,400 people worldwide, with revenue of circa € 1.6 billion on a yearly basis. Worldline is an Atos company.

Siemens

Smart infrastructure (SI) from Siemens makes the world a more connected and caring place – where resources are valued, where impact on the world is considered, where sustainable energy is delivered reliably and efficiently. It provides the flexible infrastructure to allow society to evolve and respond to changing conditions. SI addresses the urgent challenges of Urbanization and Climate change by connecting Energy systems, Buildings and Industries. Technology and the ingenuity of people come together to be at one with our environments and to care for our world. Siemens Smart Infrastructure is doing this from the macro to the micro level, from physical products, components and systems to connected, cloud-based digital offerings and services. Siemens offers a broad portfolio of grid control and automation; low- and medium-voltage power distribution, switching and control; and building automation, fire safety and security, HVAC control and energy solutions. The headquarters of Siemens Smart Infrastructure is located in Zug (Switzerland). The company employs worldwide approximately 71.000 employees.

Otrum

Otrum is the market leading hosted solutions partner to the hospitality industry, with software operating across multiple platforms including TVs, signage and smart devices. Research and development is an integral in-house function and, with full control of product IPR, Otrum can rapidly address market needs. Otrum Enterprise is the in-room segment leader in functionality, stability and ease of use, all of this over existing infrastructure. Otrum Enterprise is used by over 1.5 million guests each month. Otrum Digital Signage provides powerful communication throughout an entire property, with a superior wayfinding service, meeting overview screens and digital door signs. Otrum Digital Signage is installed in over 600 hotels. Otrum operates with a network of strategic partners throughout Europe, the Middle East, Africa and Central Asia. The company been at the forefront of in-room guest centric technology since 1985. For more information, visit www.otrum.com.