Library Archives

 
Peter Torbet

In hotel rooms guests are using the smart TV screen for so many different reasons- from practicing presentations, streaming Netflix and listening to favorite music. The trick to keeping all your guests happy relies on having the technology that seamlessly allows all of their screens to talk to each other. Read on...

Scott Morrison

From guest services and operations to conference space and poolside dining, the need for a complex, connected and dependable network is critical to the success of any hotel. But without the proper planning, installation and maintenance, your network may be underperforming and not capable of handling the demand that is increasing exponentially by the day. In this article we explain why hiring a managed network services provider with certified project managers for your technology installation can help control costs, mitigate future risk and alleviate the burden of managing multiple vendors so you can open with confidence. Read on...

Drew Patterson

Literally millions of mobile apps compete for consumers' time, attention and phone space. Hotel apps are largely unsuccessful in breaking through the noise and engaging with guests in an authentic way; yet, hotel brands continue to spend excessive budget and effort on creating newer, flashier mobile apps in the hopes of sparking customer interest. A new paradigm - one where hotels create mobile solutions aligned with how travelers actually use their mobile devices - provides an alternative. Welcome to the post-app economy: it's simpler, smarter and more effective guest communication. Read on...

Bernard Ellis

What a difference a year made in hospitality technology. For Americans, Chip-and-PIN/EMV appears to be the new Y2K - those who prepared are feeling terribly anti-climactic, and those who ostriched, so far, haven't felt much pain. It did, however, provide more widespread awareness of the need for credit card tokenization, and data security in general. People who previously hadn't moved to the cloud out of fear of losing data security, now started doing so to actually increase it. Read on...

Rahul Razdan

Data and social media are the twin forces of change within the hospitality industry. Maximizing the power of these tools - for the good of workers and guests alike - is (or must be) a hotel executive's principal responsibility. Of equal importance is the democratization of these commodities: The accessibility, and increased affordability, of online marketing and promotions to a diversity of travelers. With the help of the right experts, and with an uncompromising eye toward quality and excellence, hotel executives can benefit from the application of data and social media. Now is the time to seize this opportunity of technological significance and business success. Read on...

Brandon Dennis

There are countless website solutions out there these days. You could go the SaaS route and pay a monthly subscription for your website, or you can hire an agency to make a website for your hotel. Both have their pros and cons. There are some hoteliers, however, who want to make, host, and publish their own websites by hand. And for them, there is no argument--the best tool to use is Wordpress. With this 7-step guide, I will show you how to make a basic but fully functional hotel website with Wordpress. Read on...

Amy Hutchins

Remember when free Wi-Fi was considered cutting-edge? Now, of course, most hotel guests expect it—if not in their room, then certainly in the common areas of the property. Hotel technology is evolving rapidly. Digital solutions are becoming the norm for solving common pain points in accommodation management. In particular, mobile technology and cloud-based software services are revolutionizing both the guest experience and the job of the hotelier. That will continue to be true in 2016. The year ahead promises to bring more developments in mobile and digital solutions for hospitality, as well as continued emphasis on the direct channel. Read on...

Jeff Catlin

This article lists the top mistakes that we've seen people make when attempting to implement and use automated text analytics of consumer reviews. More importantly, this article gives advice as to how to proceed methodically thus avoiding most of the minefield, and getting the most value for dollar out of your automated review analysis. From "starting from the question" to "don't think too small," we'll cover the top nine mistakes and corresponding fixes. Read on...

Steven Ferry

In the 1990's, I interviewed several futurists who, amongst other predictions, anticipated the omnipresence of robots in the workforce. In 2001 (unrelated to Stanley Kubrick's 2001: A Space Odyssey), I spoke at a butler convention about a convergence of "hominids" (humans) and robots: the robots becoming more human and the humans becoming more robotic—and warned that this did not augur (signal) well for humans who preferred superior service. Hospitality, basic definition is friendly, which comes from an Indo-European root word meaning love. Met any friendly robots recently, ones who expressed their heartfelt love? Or for that matter, from staff who lack passion for service? Read on...

Karim Meghji

There's a lot more to building a new product than just the technical aspect. Sure, you've got to have excellent design and execution, whether we're talking about blue jeans or cloud-based software solutions. Before you get to that stage, though, there's some important soul-searching that needs to happen. Approaching the planning stages with a healthy dose of critical thinking and honesty leads to the best product possible. And that's what everybody wants, from the business to the consumer. Read on...

Abi Mandelbaum

Virtual reality is on the cusp of significantly transforming the way people interact and engage with brands. It is expected to grow into a $60 billion industry within the next 10 years. But what are hoteliers to do with the emerging tech today? More importantly, what do you need to know about virtual reality to decide whether it's right for your hotel? This primer will get you up to speed with this fast-moving technology, detailing virtual reality's past and present, as well as detailed ways innovative companies—both inside and outside the travel industry—are already using virtual reality to drive results. Read on...

Eric Presworsky

Industry experts agree - networks built with a Passive Optical LAN (POL) are much more secure than those built with traditional copper switching networks. That is because fiber transmits light, not electrical signals like copper, which means hackers cannot listen to signal emissions. Passive Optical LAN technology addresses the hotel industry's primary concerns; security, cost, space savings, low power utilization and equipment. With old and new infrastructures, the technology can be powered through wireless or over existing Ethernet ports. Imagine adding one more room on each floor because you can eliminate a wiring closet by using fiber-optic technology versus copper. Read on...

Tim Unwin

Hotel distribution often creates a confusing technology picture. As solutions proliferate and evolve, opportunities emerge to combine and simplify. Successful integration between previously separate applications and vendors is also becoming more common. This paper examines the background to the 500 shades of complexity and suggests options to help hoteliers equip themselves for more cost-effective and straightforward distribution by combining the strengths of channel management and CRS. Read on...

David Baker

This article addresses how Computer Telephony Integration (CTI) can be used to fill the gap that exists between in-person and over the phone customer service in the hospitality industry. Typically, customer service via the phone lacks the personal touch that comes naturally with in-person service. Implementing a CTI solution into contact centers helps decrease cost per call, improves telephone customer service by integrating caller background information, and increases revenue by building brand loyalty and repeat visitors. Read on...

Saeed Kazmi

Hotel business centers are changing because hotel guests are changing - and the result is that hotels are finding creative new ways for their on-the-go guests to stay plugged in. According to industry trends and surveys, today's guests can be classified into three broad categories - Boomers; Generation Xers; and Generation Y travelers, or millennials. They think differently and they travel differently. For hotels to properly serve these three groups, hoteliers must properly understand who they are and what they want. This column examines the differences between Boomers, Xers, and millennials - their characteristics, their preferences, and especially their technological expectations. Read on...

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Coming up in August 2019...

Food & Beverage: Millennial Chefs Lead the Way

Led by Millennial chefs, hotels continue to foster sustainability, sourcing and wellness within their dining rooms and banquet spaces, and by all measures, this is responsible for an increase in their revenues. In many hotels, the food & beverage division contributes 50 per cent or more to hotel sales and they are currently experiencing double-digit growth. As a result, hotel owners are allocating an increasing amount of square footage for F&B operations. The biggest area of investment is in catering, which is thriving due to weddings, social events and business conferences. Hotels are also investing in on-site market or convenience stores that offer fresh/refrigerated foods, and buffet concepts also continue to expand. Other popular food trends include a rise of fermented offerings such as kombucha, kimchi, sauerkraut, tempeh, kefir and pickles - all to produce the least processed food possible, and to boost probiotics to improve the immune system. Tea is also enjoying something of a renaissance. More people are thinking of tea with the same reverence as coffee due to its many varieties, applications and benefits. Craft tea blending, nitro tea on tap and even tea cocktails are beginning to appear on some hotel menus. Another trend concerns creating a unique, individualized and memorable experience for guests. This could be a small consumable item that is specific to a property or event, such as house-made snack mixes, gourmet popcorn, macaroons, or jars of house-made jams, chutneys, and mustards -all produced and customized in house. One staple that is in decline is the in-room minibar which seems to have fallen out of favor. The August issue of the Hotel Business Review will document the trends and challenges in the food and beverage sector, and report on what some leading hotels are doing to enhance this area of their business.