Hospitality Management
Article | July 24, 2023
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 Management
Article | June 29, 2023
Technological advancements and the paradigm shift in the travel industry post COVID have altered the way we travel. Businesses have elevated their operations to a whole new level due to technological advances. The digital age has facilitated the travel industry's rapid recovery from the COVID crisis. Additionally, travel firms are embracing automation to save time and reallocate resources.
Business travel is resuming as restrictions ease. Companies spend a huge amount of money on travel. According to the York Journal, business travel has increased year after year and is expected to grow to be worth $1.7 trillion in 2022. It further states that businesses allocate around 10% of their revenue on business travel expenditure. So, now is the time for businesses to deploy travel software applications to automate some tasks.
According to the World Travel & Tourism Council (WTTC) corporate travel costs is expected to climb by 26% in 2021 and 34% in 2022, despite the slow recovery.
The Nelson Research suggests that travel industry experts anticipate that the global digital travel market will grow at a 3.8% annual rate to reach $11.4 trillion. With these rising numbers in mind, travel agencies must step up their efforts to make the most of the situation.
Travel agencies often require different types of travel agency software, each serving a unique purpose supporting efficient and seamless operation. However, businesses must strategically incorporate automation into your travel system.
B2B Travel System - Automate Intelligently
A holistic travel agency software solution includes a travel system that automates real-time operations and streamlines the travel process in less than an hour.
Consider the nature of your firm while deciding on a software package and determining which business procedures should or should not be automated. Automated travel industry software, for example, accelerates sales, increases staff productivity, centralizes information, improves accuracy, streamlines booking systems, and coordinates and explores customer data.
An automated travel software is mobile and tablet friendly, allowing travel agencies to book hotels, tours, transfers, and other related activities through mobile devices and websites. It improves efficiency and enables the agency to save money and time.
Businesses Now Prefer Adoption of Technology Drivers for Smoother Customer Experience (CX)
The travel industry is highly dependent on customer experience. Therefore, enhanced customer experience is the new loyalty currency for the travel and hospitality industry.
Travel agents and tour operators utilize travel agency software to automate their regular processes. Many predict that emerging technologies, ranging from AI-driven personal assistants to connected devices, will increase opportunities to serve travelers better.
33% of tourists use a virtual travel assistant to plan their trips, says hotelMize.
In a survey conducted by DMA, about 59% of participants stated that they choose a travel company based on its value for money, and 58% prefer a travel company based on customer service.
Software for travel agencies simplifies the process of online booking, inventory management, package customization, back-office administration, itinerary design, facilitating business leads, and accounting to assist travel agencies in increasing bookings and lowering costs.
Consumers demand a seamless experience that is personalized to their specific travel requirements. With cutting-edge technology in place, travel and hotel businesses can significantly enhances customer experience (CX) and foster loyalty that inspires future visits and recommendations. In addition, the travel experience will be driven forward by technology, as customers will rely on AI and other customer experience technologies to assist them in managing the obstacles associated with modern travel.
List of Travel Agency Software That Can Transform Your Travel Business
Travel agent software enables travel agencies and associated organizations to boost revenue and simplify reporting. Choose travel agency software that can be customized to meet your specific requirements. Here are some travel agency software options that can be considered.
Travefy
“When I promote my services to my clients, Travefy itineraries are one of my selling points.”
Lene Minyard, Owner - Perfectly Planned Journeys
Travefy lets travel consultants, tour operators, and other travel professionals save time, provide good deals to consumers, and increase sales by utilizing simple tools. This software generates visually appealing client itineraries or proposals.
Over 100 supplier integrations over 625 city guides
Live flight database
CRM integrations
ClientBase
ClientBase is a travel agent-specific customer relationship management (CRM) program. Its advanced and enriching features make it a standout in tour and travel operator software, providing solutions for enterprises and travel agencies. A marketing database, a travel planner, and a contact manager are all rolled into one. ClientBase also integrates with remote information systems and booking engines.
The core ClientBase features are listed below:
Itinerary creation
Reservation management
Payment processing
Travenza
Travenza is a cloud-based travel booking software for travel companies, tour operators, agents, and consultants. The suite includes reservation administration, quota management, payment processing, and marketing functionality.
Rezdy
Rezdy is a cloud-based business-to-business technology that enables tour operators to sell their products online and through different distribution channels. The open platform enables customers to connect their internal systems and online apps to a supplied booking engine. In addition, it assists distribution channels such as online travel agencies, marketplaces, and hotel chains locate and acquiring additional clients' items.
Conclusion
According to Zippia, the business travel sector is expected to experience a CAGR of 13.2% between 2021 and 2028.Therefore, travel companies must integrate new and immersive technology to expedite the process and provide a seamless travel experience for tech-savvy travelers. Technology has the ability to act as a generational catalyst for customer loyalty.
FAQ
What are the benefits of automation in the travel industry?
Boosts sales
Reduces costs
Data and documents can be centralized in an organization
Increases customer satisfaction and loyalty
What is B2B travel software?
B2B travel software streamlines various travel operations. It helps travel agents and agencies access real-time data.
What system do travel agents use?
Travel agencies use airline inventory from multiple GDS (Global Distribution Systems) to find seat fares and book tickets.
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Hospitality Management
Article | July 4, 2023
It would be an understatement to say that the recent pandemic is ushering in a seismic shift for the travel trade, which suffered a collective gut punch as COVID-19 unrelentingly raged across the globe. New health and safety protocols, crisis management plans and other operational touchpoints are being overhauled to help those in—and dependent upon—the travel industry better pivot and adapt to the unforeseen. For travelers, priorities and sensibilities have also evolved on multiple fronts. For one, various reports extrapolate how privacy has become the new luxury.
In fact, a “Covid Travel Outlook 2021” travel sentiment survey by Indagare found that travelers “feel more comfortable renting a home or private villa for added privacy” and that “more than half of those surveyed said that they are 54 percent more likely to rent a home than they were prior to coronavirus, preferring to ‘Stay at homes not hotels,’ for added security and peace of mind.” Other reports tout the key advantages of private luxury villa accommodations, with privacy and exclusive use entrenched among them.
Amid the surge in category popularity, travelers must also consider ways to aptly vet luxe private villa options amid a burgeoning field. According to an Indagare.com story outlining the benefits of “going private,” proximity is one overarching booking factor noting that “for some travelers, a house close to town or affiliated with a nearby resort or hotel provides the perfect combination of exclusivity and access (to restaurants, coffee shops, fitness classes, etc.). Others prefer staying someplace further removed, opting for a home with fewer amenities or a lavish villa with every convenience under the sun.”
The article also points out another critical aspect that, all too often, is taken for granted: availability. The story cites the reality that “accommodations can fill up months or even a year in advance,” which some more spontaneous wanderers might not expect. Relative to post-pandemic issues, the story further cautions that “this year, with exclusivity at an unprecedented premium and fewer destinations open to international arrivals, early planning is crucial. One reason: Many travelers are opting for longer stays, now that remote work and Zoom classes are ubiquitous, meaning there’s less turnover. For these extended trips—workcations or staycations—having strong WiFi, reliable phone service and separate areas for being productive are key factors when choosing the right rental.”
With this and other public discourse helping spur private villa reservations, I sought to connect with one purveyor in the space that is making due strides: Destinations in Paradise. This boutique agency offers a suite of architectural five-star private villas in four locales: The Big Island and Kauai, Hawaii as well as Los Cabos, Mexico and Mendocino, California. Having personally experienced this company’s brand of haute hospitality on the Big Island, I sought to connect with the founders—David Cohen and Howard Appel—for some clarity on how they’ve apparently adapted so well in the post-pandemic era. Here’s what they had to say.
MK: So, first, let’s talk about the properties, themselves, and also your company at large. What sets Destinations in Paradise apart from other luxury home and private villa purveyors in the various regions where you operate?
Cohen: It's essentially our caliber of white glove service, which is highly personalized and with the very best amenities that can be provided. The company was started because we wanted to have some fun, as Howard and I had been retired a while. We wanted to give people, especially those desiring privacy and security, the kind of high-caliber experience that we would expect. When someone arrives at one of our homes, they're greeted and welcomed with enthusiasm and everything to elevate the experience is there. This includes the best linens, a house full of flowers and arrival gifts. In Mendocino, we leave fresh-baked goods and wine. In Mexico, our guests are greeted with cold towels and margaritas. Plus, any special requests are accommodated. Even when guests depart, we give them a thank you gift for having booked a stay with us. Overall, it’s a very personalized experience. It’s akin to having a member of the family come and stay. You get up early in the morning, make them breakfast and generally make them feel at home … that this is their home for the duration of the visit. The difference is that it's a five-star experience at every touch point.
Appel: We, ourselves, like to travel in luxury and, as we started acquiring the properties, we realized that this is a great opportunity to offer to other people the same kind of treatment we enjoy. It's the way we all would love to be treated. And we think we offer it differently and more special than others. The business sort of just fell into place as bookings escalated and we started to acquire additional properties.
MK: In the luxury travel space, much is said about the importance of personal touches to elevate the experience. So, can you provide an example of things you all do in this regard to go over-and-above for high-end luxury travelers?
Cohen: Here's one interesting example about the Mexican property, for example: It's two acres of the most gorgeous landscaping that you've ever seen. Even though it's in the middle of a desert, we are desalinating seawater using solar power, so the yards and the landscaping and the flowers are all very lush, but still desert-type plants. The interesting thing is that Howard and I have worked together for close to 40 years and, until we actually got into this business, I had no idea that he had this artistic flair. The landscaping at all of the houses is beyond spectacular. My own personal favorite is the Mendocino home, which has the equivalent of an English country garden. You can just go and sit in there and read a book, sitting in the fresh air with beautiful butterflies and bees buzzing around. The Hawaiian property is the same; it’s just gorgeous, perfect Hawaii.
Appel: It's important to note that these homes are indoor-outdoor homes. We want to make sure we carry the luxury on both sides. If you actually do a search of our home in Cabo on Google Earth, you can easily spot it because it's the only significant patch of green anywhere along the east scape. This kind of lush, natural beauty is just one of the many ways that we cater to our guests relative to the luxurious aspects both inside and outside of the homes.
MK: You touched on some of it already, but what are some other special amenities and activities that you offer in, and around, the homes that are available to guests?
Appel: One key aspect is that each home comes with a concierge service. Our guests can partake in any activity in the local surroundings. We try to offer the opportunities within the local community and try to personalize that. In Mexico, it might be premiere deep-sea fishing, surfing and paddle boarding. In Mendocino, we're about 30-minutes from Anderson Valley, so we can arrange for private wine tours. Especially during the recent pandemic, to help our guests have fun but also avoid big crowds was important to us. Of course, the homes in Hawaii and Mexico have beautiful pools, swim-up bars and each property has its own set of unique amenities on-site a like solar-lighted tennis court. In fact, when we travel to Mexico—in the seven or eight times we've been there—I think we've left the property twice. There's no reason to go elsewhere because everything is there with you. Whatever you want to do, whatever the guests would like, we can make it happen.
MK: Speaking of the pandemic, obviously the past year and a half has been tough for the travel industry, so how have the recent health concerns impacted your business with respect to private villa versus hotel, resort or other kinds of accommodations? And, also, the guest experience while actually visiting a property?
Appel: We took COVID very seriously from the beginning and, yes, 2020 was a hard year for us. We lost almost all of our business, but we used that down time as an opportunity to continue to enhance the homes. Even now, when guests come to one of our properties, they're greeted in a manner that best assures their health and safety. We have our house managers maintain their distance and use masks, of course. But, during the guests’ stay, we also make sure we work around their calendars to not intrude on their stay there. We take it very seriously. And, in fact, when a guest leaves, we have a minimum 48 hours between guests so we can properly clean and sanitize the home for the next guest.
MK: Many people often associate private villa experiences more with leisure travel versus business. But I know Destinations in Paradise properties are also utilized in business—especially when there are privacy, exclusivity and health-related preferences. Plus, of course, the properties are also perfectly suited for corporate events, retreats and even utilized as incentives and rewards for employees and business partners. So, tell us about these kinds of corporate benefits.
Cohen: Even though the houses are focused on providing a safe, comfortable environment for families and extended small events, we do also host small, medium and large-scale corporate events at the houses. Whether it's a two-person law firm figuring out how they're going to run their businesses remotely, to a large distillery that wants to try and get their name out for a new product for, say, tequila in Mexico, our homes are an apt venue. Of course, we host weddings and social media is prompting bookings from people like rappers who want a place to chill out and rethink what their next shows or postings are going to be. And we've hosted philanthropic events like releasing baby turtles in the beaches of Mexico to address species endangerment. For that, a university in Mexico held a business meeting at our property, and as a gift we paid and supported their release of 600 hatchlings. Howard has also had some dealings with movie studios that are interested in hosting either corporate get togethers and business strategy meetings. And, in at least two instances that I can recall, they’ve considered using the homes as part of a movie production. I should also mention that each of the homes have the ability to cater for large and small groups. If we bring chefs in, that event never ever needs to leave the property. The house in Mexico, for instance, has two kitchens that are fully capable of catering to as many people as the property can accommodate, which is substantial, but each of the homes have the ability to cater internally and not rely on outside services.
Appel: All the homes offer businesses a unique opportunity to host meetings and events, from the very large as in Mexico, to even Mendocino for smaller gatherings. They’re all unique and offer the privacy, security and comfort that private villa venues offer—all, of course, with our discerning five-star touch.
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Travel Technology, Hospitality Trends
Article | June 24, 2022
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 ManagersSeamless 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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