Hotel Operations Software: Increase Revenue and Strengthen CX

Apurva Pathak | June 24, 2022 | 370 views | Read Time : 03:10 min

Hotel Operations Software
Hospitality professionals from all over the world are relying on hotel operations software to optimize their standard procedures. In a survey by Duetto, a hospitality application supplier, 77.6% of 210 industry professionals said they planned to increase their spending on hotel technology in the next three years.

“Tech adoption in hotels has been increasingly accelerating as hotels seek greater efficiencies in both front and back of the house, It’s promising to see that more industry leaders are focusing on tech adoption, tech upgrades, and creating an integrated tech stack.”

-David Woolenberg, CEO, Duetto

The increasing traveler demand for automated services is fuelling the widespread deployment of technology in the travel industry.


What Does Hotel Operations Software Do?

Hotel operations software or a property management system eases daily tasks like prioritizing hotel room cleaning for early arrivals and automates operations such as housekeeping, front desk, reporting, POS systems, and more.

Let us take a look at the features of hotel operations software that make it an indispensable technology solution for hoteliers:
  • Provides Ease of Access A single dashboard for all operations lets team members collaborate without errors. Cloud-based hotel operations software can be accessed 24/7.
  • Allows Unlimited Users Unlimited users can access the platform at no additional cost. New hotel staff can easily use the software.
  • Integrates Major Channel Managers Seamless integration of the software with major channels lets hotels manage their inventory in real-time, so no double-booking issues arise.
  • Records and Analyzes Guest DataCloud-based hotel operations software securely gathers guest data, records preferences, and predicts and analyzes guest behavior to help hotels elevate their customer experience.
  • Offers Data Security and Payment Gateway Secure card payments and the choice to integrate payment gateways make it easy for hotels to accept payments through methods modern travelers prefer and frequently use.
  • Integrates With Other Applications Third-party integrations with other applications like Global Distribution System (GDS) connect, TripAdvisor connects, and Booking Suite can help hotels manage their sales and operations.
  • Creates Detailed Reports The software creates detailed reports and audits of departments like housekeeping, POS, accounts, etc., that give deep insights on how to increase revenue.


Growing Revenue with Hotel Operations Software

Hotel operations software minimizes operational expenses and adds value to the service offered to the guests. Automating time-consuming processes alleviates the pressure on employees and reduces labor costs. Here are other ways in which hoteliers can grow their revenue using the software:

  • Entice tech-savvy and modern travelers
  • Increase rate level utilization
  • Improve internal communication
  • Cut down on unnecessary expenses
  • Retain customers through outstanding CX
  • Manage hotel sales efficiently
  • Anticipate demands and address them
  • Reduce the cost of third-party bookings
  • Cross-sell services in owned hotels


A Success Story

Myrtle Beach Seaside Resorts optimized their revenue and loyalty at seven of their mixed-use condo hotels with Maestro PMS, a centralized hotel operations management system.

“Maestro PMS hotel software manages all our properties and maximizes revenue on one centralized system,”

-Helen Staton, Director of Reservations and Revenue Management for Myrtle Beach Seaside Resorts.

Summing It Up

Hoteliers must enthusiastically adopt technology like hotel operations software to enhance guest experience and aid revenue growth through streamlined, error-free, automated operational processes.

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Age of Digital Concierge: Hotel Chatbots Are Redefining CX

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The travel industry is reviving. Tourist spots across the globe are packed with excited explorers. Though it feels like everything is going back to normal, the way people travel has changed. The hospitality tech revolution is making mundane tasks easier and the customer experience richer. Most travelers prefer self-service over waiting to be served. Online planning and bookings have picked up pace, so have contact-less check-in and 24/7 digital concierge. Hotels must swiftly meet these evolving demands or risk losing in the race. They must incorporate technology into their day-to-day operations to eliminate human error, increase their service efficiency, and, above all, offer an outstanding customer experience. One of the technology trends reshaping the travel and hospitality industry is digital concierge—hotel chatbots that bring the concierge desk into the palm of a guest’s hand. Convenient, right? A Sneak Peak into Hotel Chatbots Hotel chatbots are software applications that communicate with your hotel’s website page visitors and resolve their queries. They are either programmed to behave a certain way or can be AI-powered. Programmed chatbots are configured to answer a limited set of questions. However, they can collect visitor information so your customer executives can get in touch with prospects to resolve their queries or provide them with booking assistance. On the other hand, AI-powered chatbots use NLP (Natural Language Processing) and ML (Machine Learning) to analye human behaviour and accordingly answer questions. Digital Concierge Brings in Conversions Personalized communication forms the crux of customer experience. A desired, non-intrusive interaction between a guest and a chat bot can create strong engagement and help the guest to make a booking at your hotel. In such cases, the bot will forward the booking inquiries directly into the IBE (Internet Booking Engine) and strengthen your direct sales. 30-50% of the chatbot-prospect interactions result in IBE forwarding of booking inquiries. This statistic shows how accepting the guests are of the chatbot’s services. (Source: DialogShift, Olga Heuser) Chatbots can also be integrated into social media platforms and instant messenger platforms so that guests can directly make bookings from a platform of their choice. How are Hotel Chatbots Redefining CX? Apart from bringing in revenue through direct sales, hotel chatbots also create a solid customer experience for the guests, so they don’t go home unsatisfied and give you a good review online. Here are the ways in which they enhance the customer experience: 24/7 Availability- Chatbots promptly respond to guest queries round the clock Multi-Lingual Support- Languages are not a barrier for them Efficiency- They lighten your hotel staff’s load of answering guest queries Customer Retention- They collect guest information, which helps in retention and follow-up Brand Awareness- They are brand representatives and increase brand awareness through responsiveness Additionally, AI- powered chatbots can also: Highlight the hotel’s special features upon check-in Recommend places and activities to do around the hotel with pictures and links Request feedback from guests about services Assist with table reservations or pool-side orders The Cosmopolitan, Las Vegas Used Rose to Impress Guests The introduction of Rose, a smart chatbot that converses with guests on The Cosmopolitan’s website, changed the game for the hotel. The bot’s playful personality wooed hotel guests. Those who made a booking directly from the website ended up spending 37% more than those who did not engage with her. Let’s Wrap It Up A hotel chatbot refines the concierge experience for guests through rapid response times and enhances your hotel’s AI marketing efforts. It can be an invaluable asset for hotel business owners looking to stay ahead in the race.

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Hospitality Industry Must Make Room for AR for Better ROI In a post-pandemic context, the travel and hotel industries embrace technological advancements that enhance visitor experiences, eventually boosting corporate income and reducing operating expenses. Utilizing interactive technologies like AR, VR, and other interactive technologies increases operational efficiency, productivity, and ROI. By using augmented reality with CMMS (Computerized Maintenance Management System) or EAM, you gain more understanding (Enterprise Asset Management). Augmented reality can assist facility managers in boosting the efficiency of their engineers and reducing the expense of ensuring their safety. AR will assist them in increasing their revenue by reducing their maintenance expenses. Using AR-based product models, the hospitality industry is gaining a significant competitive edge, resulting in faster sales cycles. 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Creates unique customer experiences Reduces cognitive overload Increases engagement

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Spirit Airlines Completes Initial High-Speed Wi-Fi Installation, Takes Ultra-Low Fare Air Travel Experience to New Heights

Spirit Airlines | July 14, 2022

Spirit Airlines (NYSE: SAVE) has completed yet another groundbreaking investment in the Guest experience. Guests can now binge their favorite shows via Spirit Wi-Fi on flights operated by its Airbus A320 and A321 aircraft. The major milestone marks the first time a U.S.-based ultra-low fare airline has offered high-speed Wi-Fi. Spirit partnered with Thales to install the high-speed connectivity solution FlytLIVE to cover Spirit's network across the U.S., Latin America and the Caribbean. This state-of-the-art system offers access to internet services. Guests can enjoy an at-home level of experience in the air while viewing video from their streaming services, playing games and connecting on social media with their personal devices. As another major milestone, Spirit expects to provide the fastest Wi-Fi service of any U.S.-based airline when all FlytLIVE-enabled planes are connected to the new, very high-throughput SES-17 satellite by September 2022. "This is a real groundbreaking moment in the industry as Spirit adds in-flight amenities and product options that have previously not been available on ultra-low fare carriers, We're continuing to deliver the best value in the sky by providing options that are important to our Guests, like our high-speed Wi-Fi service, while keeping our focus on affordable fares to provide our Guests with More Go." -Matt Klein, Executive Vice President and Chief Commercial Officer for Spirit Airlines. At Thales, we are proud to partner with Spirit Airlines in their mission to enhance the Guest experience and are truly excited to have 100% of their A320 & A321 fleet equipped with FlytLIVE. The system's reliability and performance is getting rave reviews from Spirit's passengers who can now stream to their heart's content," said TK Kallenbach, CEO Thales InFlyt Experience. Spirit Wi-Fi Spirit is the leader in providing customizable travel options that allow Guests to pay only for the options they choose like bags, seat assignments, refreshments, and now, Wi-Fi service will be part of this À La Smarte approach to travel. In addition to purchasing Wi-Fi on the flight, Guests can pre-purchase Wi-Fi at the time of booking on spirit.com effective July 13, 2022, and on the mobile app effective August 10, 2022, for flights on or after August 24, 2022. The voucher codes received from the pre-purchase option are for entry in the online Wi-Fi portal on the plane. Wi-Fi Your Way Browsing: browse the web and stay in touch via email, chat, and social media starting at $2.99 Streaming: stream, browse, and chat on board with high-speed internet that's 20x faster than our browsing option starting at $5.99 How To Connect Turn on your device's Wi-Fi and choose "Spirit_WiFi" Open your web browser and visit SpiritWiFi.com Choose the plan, enter your payment or voucher code information, and enjoy Spirit Wi-Fi Features: The most advanced Ka-band high-throughput connectivity FlytLIVE uses SES & Hughes next-generation aviation satellite network and technology SES-17 satellite built to serve routes across the Americas and Atlantic with Ka-band coverage SES-17 is SES's first satellite to have a totally digital payload, powered by a Thales advanced digital transparent processor (DTP), enabling greater flexibility and efficiency than previously available. Using Thales' FlytLIVE and SES-17, Spirit expects to offer the best availability in the Americas and will be faster than other airlines based on published data. Additional program details: In total, more than 80 percent of Spirit's fleet has Wi-Fi capability with system installations completed on Spirit's existing A320 and A321 sub-fleets. The expansion of Wi-Fi functionality to Spirit's existing A319 sub-fleet will be determined at a later date. Spirit plans to gain 24 brand new A320neo planes in 2022 for a projected fleet-wide total of 197 by the end of the year, and 33 more new planes projected for delivery in 2023. The price of the Wi-Fi options is based on the duration of the flight. While inflight, Guests can enjoy complimentary access to Spirit.com—check your flight status on connecting flights, access your mobile boarding pass, and join Free Spirit to earn points from your flight. More information may be found on spirit.com/wifi. Recognition Spirit continues to garner recognition for innovation in the Guest experience and its commitment to operational excellence. The carrier won "Best Airport Innovation" in the 2021 APEX/IFSA Awards for its groundbreaking self-bag drop system with biometric photo matching, which speeds up the check-in process and reduces face-to-face contact. Additionally, Spirit was recognized by Forbes as one of America's Best Employers for Diversity in 2022. Spirit also received the FAA's "Aviation Maintenance Technician Diamond Award of Excellence" for the fourth consecutive year. About Spirit Airlines: Spirit Airlines (NYSE: SAVE) is committed to delivering the best value in the sky. We are the leader in providing customizable travel options starting with an unbundled fare. This allows our Guests to pay only for the options they choose — like bags, seat assignments and refreshments — something we call À La Smarte®. We make it possible for our Guests to venture further and discover more than ever before. Our Fit Fleet® is one of the youngest and most fuel-efficient in the U.S. We serve destinations throughout the U.S., Latin America and the Caribbean, and are dedicated to giving back and improving those communities. Come save with us at spirit.com. About Thales: Thales (Euronext Paris: HO) is a global leader in advanced technologies, investing in digital and "deep tech" innovations – connectivity, big data, artificial intelligence, cybersecurity and quantum computing – to build a confident future crucial for the development of our societies. The Group provides its customers – businesses, organisations and governments – in the defence, aeronautics, space, transport, and digital identity and security domains with solutions, services and products that help them fulfil their critical role, consideration for the individual being the driving force behind all decisions.

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BUSINESS TRAVEL

Cain Travel agency signs GDS agreement with Sabre to drive agency sales and revenue growth

Cain Travel and Sabre | August 05, 2022

Sabre Corporation (NASDAQ: SABR) a leading software and technology provider that powers the global travel industry, announced a new distribution agreement with Cain Travel, a US-based travel agency. This new agreement will enable Cain Travel to complement services to their customers worldwide, drive efficiencies and support their economic growth by leveraging their proprietary technologies along with Sabre's travel marketplace (GDS). Cain Travel will have access to Sabre's marketplace of more than 400 airlines, 750,000 hotel properties, and hundreds of tour operators, rail, car rental and cruise providers, to sell customized travel packages from suppliers around the world. Additionally, the travel agency will use their proprietary technologies – powered by Sabre API's – along with the reach represented by the Sabre GDS to differentiate its services among their competitors. "The key reasons Cain Travel chose Sabre were its technology and strategic vision on NDC. We were looking for a travel technology partner that could help us address many aspects of our business – driving revenue, reducing costs, and improving our efficiency, Sabre's technology strategy including its approach to NDC will make it easier for our staff to find the content and personalized offers that our customers expect. We look forward to a successful and bright future with our new partner." -Michael Cain, President of Cain Travel Group of Boulder Founded in 1985, Cain Travel is one of the nation's largest independent travel management companies, providing a unique set of travel solutions. "As the industry continues to recover, travel companies face the challenge of quickly adapting their business to this dynamic market's changing needs and requirements, We are excited to serve as the strategic technology partner for Cain Travel and to bring them onto the Sabre GDS where they will have full access to Sabre's leading technology and broad travel content." -Andy Finkelstein, senior vice president, Global Agency Sales and Corporate Solutions for Sabre Today, thousands of agency points of sale are shopping, booking and servicing NDC offers through the Sabre marketplace. Sabre continues to broaden its NDC capabilities, coverage and content from multiple airlines. About Sabre Corporation Sabre Corporation is a leading software and technology company that powers the global travel industry, serving a wide range of travel companies including airlines, hoteliers, travel agencies and other suppliers. The company provides retailing, distribution and fulfilment solutions that help its customers operate more efficiently, drive revenue and offer personalized traveler experiences. Through its leading travel marketplace, Sabre connects travel suppliers with buyers from around the globe. Sabre's technology platform manages more than $260B worth of global travel spend annually. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world. For more information visit www.sabre.com. About Cain Travel The Cain Travel Group of Boulder, Inc. (Cain) is a certified Woman Owned Small Business founded in 1985. Since our inception, Cain has grown to become among the largest privately held TMCs in the country. Cain has achieved this success through a combination of employing extremely experienced and dedicated staff, enjoying unparalleled employee and customer retention rates and conceptualizing, developing and deploying new technologies designed to enhance traveler experience and facilitate the success of travel programs. The Company is based in Boulder, Colorado.

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