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Guest Experience

Study Shows Voice Technology Is the No. 1 AI Investment Choice Among Hoteliers in 2019

Volara | April 23, 2019

Volara's software turns consumer-grade voice assistants into hotel-grade business tools New York — April 23, 2019 — The 2019 Lodging Technology Study reports that 2019 is the year "hotels gear up for the age of augmented authenticity." With Gartner predicting that by 2020, 85% of relationships with businesses will not require human interaction, it's clear that hoteliers need to embrace artificial intelligence (AI) and the Internet of Things (IoT) today if they are going to engage guests through the channels they're most comfortable using. Volara – the voice hub for the hotel industry – cautions that embracing AI ...

INTELITY to Attend HITEC Minneapolis

INTELITY | April 23, 2019

The company will highlight the strength of its end-to-end platform at the world's largest hospitality technology show Los Angeles, California (April 23, 2019) – INTELITY™ announced today it will exhibit at HITEC Minneapolis, which will take place this June 17-20. The company, known for offering the most robust and fully integrated guest engagement platform in hospitality, will unveil its newest platform enhancements centered around its staff-facing solutions and in-room tablet. INTELITY is well known for its guest-facing solutions and was named the "Official Mobile and In-Room Technology Provider" by Forbes Travel Guide for ...

When Customers Speak To Us, Are We Listening?

Gary R. Hernbroth | April 17, 2019

By Gary Hernbroth I firmly believe that we can learn a lot from our failures and setbacks – IF we pay attention. In fact, I recently spoke on this very topic at the Club Management Association of America's World Congress in Nashville. Several of my audience members enthusiastically shared their stories with each other, stories of how they failed, or suffered a setback, or screwed up, and how they learned from the experience and came out of it smarter and better-suited to deal with similar situations in the future. As with individuals, the same should hold true for businesses. Sometimes things break. Sometimes things go boom in the nig...

Your Wine List Needs Branding Too

Larry Mogelonsky | April 17, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) What does your wine list stand for? What's its elevator pitch? Is it meaningful for customers? Does it fit with the theme and business plan for the parent restaurant? Of course, we are talking about branding and marketing as much as we are talking about the physical alcohol inventory. While most of this critical exercise will be handled by the restaurant, the hotel and the marketing department, the wine list must still match the greater vision if it is to truly shine. Importantly, it needs a cohesive brand if it's going to do its job as effectively as possible – that is, make ...

3 Ways to Serve a Customer Even When We’re Not at Our Best

Steve DiGioia | April 16, 2019

By Steve DiGioia As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I'm comforted knowing, "boy, I'm sure glad I don't have to go to work today". But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That's the question every service provider must answer on those days when we're not at our best. Service doesn't end when we're sick or tired. It continues through snowstorms and divorces. It is shared by all who expect to be valued, not for our money but for our humanity. But humanity can be ...

The Indian Hotels Company Limited (IHCL) Launches New Brand, SeleQtions

| April 15, 2019

Mumbai, April 15, 2019: The Indian Hotels Company Limited (IHCL), South Asia's largest hospitality company, today, announced the launch of a new hotel brand - "SeleQtions", which is a collection of named and distinctive properties. SeleQtions was launched with 12 hotels across the country. The vision for the brand is to celebrate individuality, by offering unique experiences through landmark hotels that have their own legacy and charm. Speaking on the occasion, Puneet Chhatwal, Managing Director and Chief Executive Officer, IHCL said, "SeleQtions will allow IHCL to cater to a broader audience of travelers who prefer staying in hotels wi...

Sales “Steps” and “Funnels” Are SO 1990’s; Here’s What It Takes for Hotel Sales Success in 2019

Doug Kennedy | April 11, 2019

By Doug Kennedy While the hotel sales environment has completely transformed, hotel sales training models seem to be stuck in the 1990's. When I meet hotel leaders at industry conferences it seems most recognize the profound changes such as the emergence of third-party planners and the migration to online RFP tools (CVENT, CVB Platforms and social sites such as The Knot.) Yet most leaders seem to be unclear on what it takes to outsell the competition these days. As a conference speaker, I often sit-in on sessions delivered by others as I'm always eager to learn. From what I see, most sales related training recycles one of three traditio...

Booking Engine Personalization to Adapt to the Experience Economy

Larry Mogelonsky | April 10, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) So much talk is made nowadays about the experience economy and how this affects the personalization of hotels, but how can we make these concepts a reality? We all know they are both important for driving satisfaction scores, loyalty and healthy return over the long run, but there doesn't seem to be a straightforward and one-size-fits-all path towards operationalizing these trends in a way that's meaningful for guests. To wrap your head around how these two concepts can drive each other in a virtuous and profitable circle, you must first understand what the experience economy is and...

Quore Is Driving Hotel Employee Engagement

Quore | April 9, 2019

Study shows engaging workers via mobile technology makes them more productive; Hilton Garden Inn Downtown Nashville employees share how they are engaging with Quore Franklin, Tenn. – April 9, 2019 – Hospitality technology is playing an important role in guest engagement today, but it's critical that hotel companies don't overlook the importance of providing robust tools to engage employees as well. Findings from "The New Digital Workplace Divide" show that technology has a vast impact on workplace positivity and retention. The study revealed that: "Workers are looking for agile, modern solutions that support their need to wo...

YOTEL Makes INTELITY a Brand Standard

INTELITY | April 9, 2019

INTELITY to power the innovative, UK-based hotel company's enterprise brand mobile app Los Angeles, California (April 09, 2019) – INTELITY™, the provider of the broadest enterprise guest engagement and staff management platform for hospitality, announced today that YOTEL has selected its platform as a brand standard. The trend-setting, tech-forward hotel brand plans to implement the INTELITY platform across all of its properties in order to provide travelers with a superior guest experience and streamline daily operations. YOTEL's new mobile brand app and mobile key capability, powered by INTELITY, will give guests the conv...

Angie Hospitality Introduces New PassPoint™ Hotspot 2.0 Technology Powered by Global Reach Technology to Streamline and Simplify Guest Wi-Fi Con...

Angie Hospitality | April 8, 2019

Hotspot 2.0 compatibility adds simplified authentication of Wi-Fi-enabled guest devices and seamless, secure connectivity for users of hospitality's only purpose-built virtual assistant San Jose, Calif. – April 8, 2019 – Angie Hospitality, developer of the industry's first 24-hour interactive guest room assistant purpose-built for the hotel environment, has announced the addition of PassPoint™ Hotspot 2.0 technology that leverages Global Reach Technology's Hotspot 2.0 guest Wi-Fi solution to its award-winning virtual assistant solution. This next generation Wi-Fi platform mirrors today's cellular connectivity experien...

Interact With the Industry’s Only Purpose-Built Virtual Assistant and Voice-activated Technology Solution at The Mercantile Hotel New Or...

Angie Hospitality | April 4, 2019

While visiting New Orleans for HT-NEXT, stop by the historic "Big Easy" boutique hotel and meet Angie. New Orleans – April 4, 2019 – Angie Hospitality, developer of the industry's first 24-hour interactive guest room assistant purpose-built for the hotel environment, invites you to come and interact with their virtual assistant at The Mercantile Hotel New Orleans. The historic property, located within walking distance of both the city's famed French Quarter and the HT-NEXT event, partners with Angie Hospitality to equip its lobby and all 90 luxury guest suites with Angie's patented voice control and touch screen device. Sto...

Meet the Bleisure Demand With Meeting Experiences

Larry Mogelonsky | April 3, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) A clever portmanteau between business and leisure, hybrid travel is now mainstream, so much so that it is starting to influence how meeting planners select their destinations and host hotels. After all, in a world where video conferencing can connect anyone, anywhere and at any time, the purpose of travel is to offer guests a unique and stimulating setting. The bleisure incentive has thus far been the prospect of extending a few days on either end of the main event to fully appreciate said location. However, the demand for heightened experiences on the leisure side are starting to c...

ALICE Accelerates Expansion Throughout Europe

ALICE | April 2, 2019

ALICE, the hospitality industry's leading operations technology, expands its reach in Europe with the placement and hiring of several hotel technology sales experts in key markets across the continent. ALICE has grown rapidly worldwide, including 250 hotels signed in Europe in the last 12 months alone. This team will accelerate ALICE's already swift expansion throughout Europe and provide market guidance and support for key European regions. Jessica Kramer, ALICE's VP of Enterprise, has been relocated to Stockholm to help roll out the company's European operations. Her responsibilities will include hiring in-market Sales Directors and C...

Angie Hospitality Introduces New PassPoint™ Hotspot 2.0 Technology to Streamline and Simplify Guest Wi-Fi Connectivity

Angie Hospitality | April 2, 2019

Hotspot 2.0 compatibility adds simplified authentication of Wi-Fi-enabled guest devices and seamless, secure connectivity for users of hospitality's only purpose-built virtual assistant San Jose, Calif. – April 2, 2019 – Angie Hospitality, developer of the industry's first 24-hour interactive guest room assistant purpose-built for the hotel environment, has announced the addition of PassPoint™ Hotspot 2.0 technology to its award-winning virtual assistant solution. This next generation Wi-Fi platform mirrors today's cellular connectivity experience, streamlining the authentication process and allowing guests to securel...

INTELITY and SkyTouch Team Up to Mobilize Staff and Property Management

INTELITY | March 28, 2019

The integration between two industry leaders gives hoteliers the ability to monitor guest and staff activity from anywhere on property Los Angeles, CA (March 28, 2019) - INTELITY™, the provider of the travel industry's broadest enterprise guest engagement and staff management platform, announced today that they have teamed up with SkyTouch, the most widely used cloud-based hotel property management system (PMS). The integration will allow properties to use the INTELITY and SkyTouch technologies in tandem through the SkyTouch /CONNECT integration platform. SkyTouch is known for its innovative cloud-based property management sy...

Hotel Operations Always Come Down to Your People

Larry Mogelonsky | March 27, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Springtime sees the prerequisite visit to my favorite outdoor furniture shop. Over the past few visits I had been dealing with the same fellow who was both friendly and extremely knowledgeable. While our largest purchase was made prior, we continued to acquire additional items that he recommended based upon his prior knowledge of our purchasing history and what he thought would best help us 'fill in the gaps' for our terrace. To my surprise on our latest visit, though, this salesman confided that sadly this was his last week in the store. He was moving to another furniture company &...

San Diego’s Sycuan Casino Resort Includes INTELITY Platform in $260 Million Expansion

INTELITY | March 27, 2019

The well-established property opens its new 12-story luxury tower and expanded gaming space today Los Angeles, California (March 27, 2019) – INTELITY™, the provider of the travel industry's broadest enterprise guest engagement and staff management platform, announced today its complete hospitality platform is now incorporated into the $260 million expansion of San Diego's Sycuan Casino Resort, which opens March 27, 2019. "We are thrilled to be partnering with INTELITY to enhance the guest experience at Sycuan," said John Dinius, General Manager at Sycuan Casino Resort. "INTELITY's technology easily integrates with our ot...

Guest Experience vs. Guest Engagement: Which Matters Most?

David Millili | March 21, 2019

By David Millili Imagine this: You begin planning a trip to New Mexico. You ask a friend who lives there where to stay in Santa Fe. The same day you notice on Facebook that another friend happens to be in Santa Fe right now and has tagged the beautiful hotel where she's staying. You have two recommendations now but do some research anyway to be sure you're getting the right place for the trip. You decide on the hotel your first friend suggested, but the photos don't tell you everything you need to know, and the booking engine is cumbersome. Just about that time the Facebook friend texts, saying she's wild about the hotel she tagged. In ...

“Heart Failure”: The Leading Cause of Bad Reviews

Doug Kennedy | March 20, 2019

By Doug Kennedy When you read a cross-section of negative comments from online reviews and guest surveys, it's easy to recognize a common theme across all lodging operations: "Heart failure." More specifically, I am referring to the failure to understand the true heart of hospitality, which is "caring about as well as caring for others." When we care "for" others, we provide the minimal requirements of a positive guest stay, the foundation of which is a clean, well maintained "physical product," (the accommodation and public facilities), delivered promptly and efficiently. Yet when we care "about" others, we understand the hospitality b...

Profiting From Prearrival

Larry Mogelonsky | March 20, 2019

By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com) Every hotelier knows that tech-enabled personalization is crucial to the future success of one's brand. In reality, though, these customized experiences are very difficult to put in place, often requiring complex software integrations, significant CapEx and a fully trained team – both at the supervisor and frontline levels – to properly act upon any insights or recommendations gleaned from a unified CRM. The nauseating pain point here is that travelers are now expecting hotels to dedicate more effort towards making their time on property personal and meaningful, irrespec...

5 Unique Experiences Hotels Can Use to Attract Guests

HEBS Digital | March 20, 2019

By: Kerryn Gower We've all been there. You finally wake up from the dreaming phase of the travel planning journey and pick on a destination to visit. Now the planning begins. We all have our go-to travel booking websites and apps, and they each present a lot of information, packages, and special offers convincing you to make a booking. Beyond just rate, hotel shoppers consider plenty of other factors, such as amenities, activities, and nearby restaurants. But these factors aren't always enough to capture the attention of a traveler long enough to secure a booking. Today's travelers expect more. They expect unique experiences every time ...

“We Love ALICE Because It’s a One-Stop Shop”

ALICE | March 19, 2019

ALICE has helped eliminate teething pains for the recently-opened EXchange Hotel Vancouver by introducing seamless internal communication for staff and a convenient application for guests. The newly-opened EXchange Hotel Vancouver has chosen ALICE to optimize hotel operations and enhance the guest experience in Vancouver's first LEED Platinum Heritage Conversion. ALICE is the hospitality industry's leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. Housed in the original Vancouver Stock Exchange, EXchange Hotel prides itself on being both green and te...

INTELITY Partners With The Howard Hughes Corporation® on New Voice Technology Program

INTELITY | March 19, 2019

The company celebrates successful use of innovative voice request skill in property's pilot program Los Angeles, CA (March 19, 2019) – INTELITY™, the provider of the travel industry's broadest enterprise guest engagement and staff management platform, announced today that its voice solution has been successfully utilized during a voice technology pilot program conducted by The Howard Hughes Corporation®. Using INTELITY's in-room tablets and unique, customizable voice request skill, the pilot program tested the ability to request services, place orders, and request information about the local area, weather, events, an...

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