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Reservations About Your Reservations? 
Consider Reliability and Response
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By Tim Unwin, Pegasus Solutions
July 2008

One percent is admirable, if you’re talking loan interest rates. In terms of performance figures for your central reservation system (CRS), however, one percent of down time should give you some reservations (the bad kind). That small percentage can amount to a colossal seven hours a month, or more than three-and-a-half days a year. 

Seven hours of lost bookings. Half a week of lost bookings. Fill in the blank for the amount of lost dollars for your operation.

Compound that one percent with speed of response, and those lost bookings could become central to your reservations issue. Research suggests that if a Web site doesn’t respond to information requests within four to five seconds, then “poof”, your customer’s gone shopping elsewhere. 

This expected speed of response also applies to the global distribution systems (GDSs), which are just as attention deficit as your customer. Exceed the response time limits, and you’ll automatically time out. Your replies to shopping and booking requests need to be on their way back to the customer in a fraction of a second, every time, otherwise it’s the disappearing act for your reservations and your business.

The common assumption would be that one percent, while not ideal, is pretty good considering the overall volume of shopping and booking requests for hotels. But with today’s technology, 100 percent is not only possible, but should also be the standard.

For example, in the fourth quarter of 2007, Pegasus CRS customers using RezView didn’t experience a single service interruption. Additionally, these customers enjoyed 99.997 percent availability for the year and response times averaging under a tenth of a second. 

With our initial math, that one percent (seven hours a month, three-and-a-half days a year) then becomes .003 percent. Translation: less than half an hour a year (just more than two minutes a month) that you risk missing those bookings.

If the industry was capable of that reliability and response a year ago, then what should we be able to do today with next generation technology at our fingertips? Instead of accepting the status quo of “pretty good”, it’s time we shift our priorities to perfection and expect more from our CRS, thus replacing your reservations with, well, reservations (the good kind).
 

About Pegasus
Pegasus Solutions, Inc. is a global leader in providing technology and services to hotels and travel distributors. Founded in 1989, Pegasus’ customers include a majority of the world’s travel agencies and more than 86,000 hotel properties around the globe. Pegasus’ services include central reservation systems, electronic distribution services, commission processing and payment services, and marketing representation services, including the consumer Web site, www.hotelbook.com™. The company’s representation services, including Utell® Hotels & Resorts and Unirez by Pegasus™, are used by nearly 11,000 member hotels in more than 130 countries, making Pegasus the hotel industry’s largest third-party marketing and reservations provider. Pegasus has 17 offices in 12 countries, including regional hubs in London, Singapore and Scottsdale, Arizona. For more information, please visit www.pegs.com or www.utell.com.


 
Contact:

Ariel Herr for Pegasus
1 (214) 890-7912
aherr@fortepr.com
 

Also See: Pegasus Solutions Names Ric Leutwyler President of Representation Services / July 2008
Pegasus Solutions Upgrades First Hotels to RezView® NG; More than 1,000 Hotels Implement Next Generation Central Reservation System / June 2008
Pegasus Solutions Names Michael H. Kistner CEO; Successful Launch of RezView® NG and Sustained Leading Market Position Enable Smooth Transition from John Davis' Leadership / June 2008
Loews Loves Agents; Pegasus to Offer Commission Processing to Full 18-Property Portfolio / May 2008
Pegasus Solutions Goes Green for FCm Travel; Asia-Pacific Direct Deposit Facility for Agent Commission Processing Minimizes Payment Turnaround and Carbon Footprint / May 2008
Pegasus Solutions Launches Redesigned Web Site; Interactive pegs.com created as tool for independents, chains, agents, and intermediaries / April 2008
Utell® Hotels & Resorts Offers New Spring GREATRATE Deals; Packages start at $150 a night with Breakfast / April 2008
Pegasus Solutions Goes Global with BCD Travel / March 2008
Pegasus Drives Nikko Hotels’ Online Bookings / March 2008
Pegasus and Leonardo Ink Deal to Create ContentHub TM / February 2008
Arora International Hotels Taps Pegasus for Mobile Reservation Services / November 2007
Pegasus Solutions Names Darin McAuliffe Vice President of Distribution Solutions / November 2007
Utell Hotels & Resorts Expands in Latin America with Enjoy Resort & Casino Agreement; Two Chilean Properties Tap Utell® Representation Services for Global Branding / September 2007
Pegasus Expands Distribution Channels through New Agreement with StarCite; Pegasus to Provide StarCite with UltraDirect® Distribution / September 2007
Fairmont Extends Relationship with Pegasus / August 2007
Pegasus Solutions, Inc. Introduces the Next Generation of its Hospitality Technology Platform, RezView® NG /July 2007
Pegasus Solutions Signs New Agreement with Constellation Hotel Group Largest Australian-owned Hotel Management Company Taps Unirez by Pegasus™ / June 2007
Pegasus Solutions Acquires GuestClick; Acquisition Places Pegasus in Position to Provide Next-Generation Hospitality Engine / May 2007
hotelbook® “Top Tens” Help Travelers Untangle Web of Online Options; Pegasus Solutions’ Independent Travel Web Site Compiles Best Hotel Lists / April 2007
Warwick International Hotels Extends Representation Agreement with Utell® Hotels & Resorts; Hotel Group Renews Agreement After Receiving a Nearly 100% Increase in Revenue / April 2007
Pegasus Solutions’ Utell® Hotels & Resorts Introduces Segmentation Strategy; Targeted Approach Promotes Branding of Hotels to Travel Agents and Consumers / March 2007
Pegasus Expands Business in China through Agreement with Jinling Hotels & Resorts; Pegasus to Provide Jinling with Utell® Hotels & Resorts and PegsTour® Services / March 2007
Pegasus Solutions' hotelbook® Receives Prestigious HSMAI Award of Excellence; Trade Association Recognizes Independent Travel Web Site with Silver Award / March 2007
HCC Hotels Selects Pegasus Solutions to Maximize Revenues and Transform Web Site; Spanish Hotel Chain Also Renews Utell by Pegasus™ Service for All Six Properties / December 2006
Pegasus Solutions Factors New Upgrades into HotelFactory™ CRS; Enhanced Availability and Pricing Introduced as Enrollment Increases Nearly 90% Worldwide / November 2006
Pegasus Solutions and Net Trans Partner to Enhance Commission Processing / November 2006
Pegasus Solutions Launches Web Analytics Service at World Travel Market / November 2006
Preferred Hotel Group Renews Distribution and Reservation Services Contract with Pegasus Solutions / November 2006
Dakota Hotels Taps Pegasus Solutions to Support Best Rate Guarantee Pricing Strategy / November 2006
KDS Partners with Pegasus to Provide Access to Independent and Chain Hotels Globally / September 2006
Pegasus’ Industry-leading Technology Empowers Boscolo Hotels / September 2006
Grand Heritage Hotel Group Sets Itself Apart with GH Chain Code through Pegasus Solutions; Also Renews use of Pegasus’ HotelFactory CRS, Voice and Distribution Services / August 2006
Noble House Hotels & Resorts Stays with Pegasus for Distribution and Reservation Services, Adds More Services / August 2006
Pegasus Solutions Signs 37 Former Distinguished Hotels DH GDS Chain Code Now Owned By Pegasus / August 2006
Pegasus Solutions Drives More Green with GolfSwitch Service / July 2006
Pegasus Solutions Makes Online Rooms with a View Affordable / July 2006
Pegasus Solutions Offers Independent Hotels Enhanced Services to Grow and Manage their Distribution / November 2005
Pegasus Solutions Introduces Stand-Alone Voice Reservation Services for Hotels, Chains and Groups / November 2005
Pegasus Solutions Chosen by Distinguished Hotels for Reservation System, Internet and Voice Services Offerings / August 2005
Pegasus Solutions Expands RateChecker™ Service that Helps Hotels Monitor Online Rates for Competitors / August 2005
Pegasus’ Weekly Commission Processing Proving to be Success Story for Hotels and Travel Agents / August 2005
Pegasus Solutions Ending Property Management System Agreement with InterContinental Hotels Group; Pegasus Exiting Property Management System Business / June 2005
Pegasus Solutions Expands Presence in Asia-Pacific Region with Opening of a Beijing Office / June 2005
Wynn Las Vegas Selects Pegasus Solutions’ Electronic Distribution Services to Reach Consumers and Travel Agents / May 2005
Pegasus Solutions Adds 150 European Hotels to Representation Service / May 2005
Sol Meliá Selects PegsTour®, Service Grows as More Wholesalers Seek Automated Hotel Reservations through Pegasus Solutions / May 2005
Pegasus Solutions Enhances Global Reservations Service with Instant Confirmations of Utell by Pegasus Member Hotel Bookings / March 2005
2,200 Utell by Pegasus Member Hotels Slash Rates Through Worldwide GREATRATE Promotion; Program Discounts Rates by as Much as 50 Percent at Prominent Independent Properties / March 2005
Pegasus Solutions Expands Relationship with Caribbean Hotel Association / January 2005
Pegasus Solutions Renews Distribution Agreements With Marco Polo, Meritus, and Taj Hotel Chains / December 2004
Pegasus Solutions Expands Presence in China Through Electronic Hotel Distribution Agreement with Ctrip.com / December 2004
Pegasus Solutions Brings Electronic Hotel Booking Service to New Trans-Atlantic Customers / November 2004
DER Group Selects Pegasus Solutions’ Electronic Distribution Services to Launch New European Travel Web Site / November 2004
Pegasus Solutions Introduces Weekly Hotel Commission Processing for Travel Agents / November 2004
Pegasus Solutions Extends Hotel Commission Processing Contract with Hyatt Hotels & Resorts / October 2004
Asia’s Hard Rock Hotels Join Utell by Pegasus Portfolio for Global Marketing, Distribution and Representation Services / October 2004
Pegasus Solutions Expands Relationship with La Quinta via Commission Processing Services for Baymont Inns & Suites / September 2004
Pegasus Solutions Processing Travel Agent Commissions Worldwide for Hilton International / August 2004
Pegasus Solutions Speeds RFP Process for Utell by Pegasus Member Hotels Via Deployment of New Lanyon Technology / July 2004
Pegasus Solutions Providing Global Internet Distribution Services for Accor Hotels / June 2004
Pegasus Announces New Customers for PegsTour™ Service and New Agreements from Its Hotel Company Customers / June 2004
Pegasus Announces Plans for Newest Version of its NetBooker™ Booking Engine for Hotel and Travel Portal Web Sites / June 2004
Pegasus Solutions Providing Electronic Distribution Services to Seminole Hard Rock Hotel & Casino Properties in Florida; Automated Connectivity Delivers Real-time Reservations Via GDSs and the Internet / May 2004


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