Ehotelier: The top four application trends for hotels from HITEC Toronto 2017

Α Decrease font Enlarge font
Ehotelier: The top four application trends for hotels from HITEC Toronto 2017HITEC, the Hospitality Industry Technology Exposition and Conference brings together industry leaders, vendors and decision makers annually

Ehotelier presented the top four application trends for hotels from HITEC Toronto 2017 in the following article:

By Matthew Stephens

HITEC, the Hospitality Industry Technology Exposition and Conference brings together industry leaders, vendors and decision makers annually. It is the place to be to understand new developments and trends in hospitality technology. During July we will be featuring a series of articles highlighting our perspective on the top trends in technology beginning with this feature on applications. We hope to provide some insight into a few of the key trends and look forward to meeting you at HITEC 2018 in Houston, if not before in Dubai or Amsterdam.

It is a time of real change in the applications supporting hotel operations. The simple PMS, POS, accounting, purchasing and payroll systems still remain, however the server rooms are empty. There are guest facing interfaces, providing everything from profile review and check in, to room automation controls, aimed at delivering service to the guest when, where are how they choose.

Trend #1: Customer interfaces

Seen but not heard? The traditional back of house applications are now making their way front of house as customer service demands change.

There is no doubt customer expectations are changing. Customers are if not more comfortable with self-service, expecting it. In response to these changing expectations, the traditional functions provided to service staff by back of house systems are now moving to the realm of customer interfaces.

The traditional back of house PMS is now providing functionality for self service checkin and checkout from kiosks, but now also through app or browser based interfaces. The guest is now able to update their own profile, view their account, order services, message the hotel and set the housekeeping status on their room.

Through application programming interfaces, other apps such as Fetch allow the guest to provide feedback or complete the guest survey online, on their own device, guest messaging to the front office, virtual concierge, housekeeping, corporate office, reservations and just about any guest facing department is now at the fingertips of the guest on their own device.

Trend #2: Cloud

Cloud provides significant benefits for the hotelier, but many people still ask “What is cloud?”

When painting my house, my father in law once told me focus on doing what you are good at and be successful enough to be able to pay a painter, as that is what they are good at – perhaps my painting skills left a little to be desired.

Similarly, there are experts in hoteliering as there are experts in technology. Outsourced or hosted technology, or “X as a service” (XaaS) evolved initially from the early days of off site backups. Then came hosted infrastructure (IaaS), such as servers and storage, to the entire hardware platform (PaaS). Now, hosted applications, or SaaS (Software as a Service) is virtually commonplace in most industries. XaaS models are commonly referred to as “Cloud” in it’s many flavours and forms.

We have now reached the point where SaaS is not only a viable option, but provides significant benefits to the hotelier, both at the global multinational level and for the independent small operator.

So what are the benefits of cloud?

Firstly, and back to the analogy, it allows the hotelier to focus on what they are good at – managing the hotel, not managing the technology. Managing the technology requires a specific skills set, and significant investment, that is not core business for a hotelier.

By outsourcing the application and all the underlying hosting and infrastructure, it allows the hotelier a fixed cost of IT and the freedom to focus on their core business in the operation, looking after the guest. The SaaS provider will take care not only of the infrastructure and the application, but generally also all upgrades, maintenance, support, configuration and integration to third party applications.

Most application providers we spoke to at HITEC had a SaaS or Cloud option available, but why do these vendors love this model so much? Well two simple reasons that benefit everyone – economies of scale and control.

Through economies of scale, the application provider can host many properties on the same platform, reducing the cost of hosting significantly. Many application providers will often outsource their hosting further under stringent agreements with the Goliaths of the industry such as Amazon Web Services (AWS), Google Cloud or Rack Space, ensuring vastly scalable platforms, guaranteed up times and significant resources for development and support.

In a hosted environment, the application provider can control the hosted environment as well as all aspects of their application within their own environment. So in short – your PMS is now hosted by a technology industry leader, developed and maintained directly by the developers and delivered to your property in a browser, on your desktop, laptop, tablet or even mobile phone.  Further, being in a browser, you can also access your applications from your home, office, holiday home or anywhere you have internet access.

Cloud hosting is not just confined to the PMS, virtually all back of house applications are now provided as cloud hosted solutions. PASCloud for example provides a cloud hosted accounting system specific to hospitality and gaming.

As the cloud model provides a single consolidated repository for all information within the application, both at property and multi-property level.

When multiple applications are integrated into the same Business Intelligence solution analysis can now span all areas of the business, from customer demographics, sentiment and revenue trends, to logistics, expense, payroll and balance sheet trends, providing consolidated analysis and reporting at a whole of business level.

Trend #3: Integration: Let’s all talk the same language!

The third major trend we noticed was a unilateral motivation to interface all applications. Gone are the days of the PMS USP being it’s ability to interface to 114(odd) different applications. Now, the expectation is that all applications should interface with all others, especially those in the cloud. This allows the hotelier to choose the best PMS to suit their needs, the best accounting system, the best CRM, CRS, CMS, POS, channel aggregator, revenue management and guest messaging platform and to change applications whenever they choose. Further, hoteliers now expect the new application to interface with their existing applications.

Trend #4: Improved user interfaces

A significant proportion of the cost of replacing systems was once devoted to training. However, with significant emphasis on the design of user interfaces as well as the expectation of users to be able to pick up and use any application, this trend is now delivering significant cost benefits to the hotelier.

Applications are now being developed to enable a professional staff member to be proficient in the application with little to no formal training.

In summary, there are now more options available across a wide variety of functions, providing SaaS or cloud solutions, better user interfaces, new customer interfaces and through open programming interfaces, easier integration. Hosted solutions are providing hoteliers with better insight and analysis of their operations, the ability to outsource technology and the freedom to focus on their core business, the guest.

Read full article here.

RELATED TOPICS: GreeceGreek tourism newsTourism in GreeceGreek islandsHotels in GreeceTravel to GreeceGreek destinations Greek travel marketGreek tourism statisticsGreek tourism report

Photo Source:pixabay.com

Source: ehotelier.com

 

Tornos
  1. 28/03 18:41

    Attica Region to channel 640 bln euros to services of vulnerable and disadvantaged groups

  2. 28/03 17:32

    Greece to auction three-month T-bills on April 3, 2024 in a book entry form

  3. 28/03 15:46

    Greece's Meteora Pyli Geopark added to UNESCO Global Geoparks network

  4. 28/03 14:44

    IPTO announces framework agreement tender for undersea power cables in Greece

  5. 28/03 11:49

    IOBE: Construction sector in Greece records robust growth and good prospects

  6. 26/03 23:51

    St. Thomas Hellenic School honors 1821 and the Feast of the Annunciation in NJ

  7. 26/03 21:59

    PM at Economic Club of Canada: Greece is an attractive investment destination

  8. 26/03 17:56

    Greek State budget primary balance reaches a surplus of 3,378 million euros

  9. 26/03 11:45

    Ancient Messene to get upgraded visitors' facilities after approval by Council

  10. 23/03 17:43

    New requirements for 'Golden Visa' program to kick in on March 31

  11. 23/03 16:49

    Athenians continue to head out of the Greek Capital for March 25 long weekend

  12. 23/03 16:47

    Greek Parliament lights to be turned off for Earth Hour 8:30-9:30 pm

  13. 22/03 21:54

    US President on Greek Independence Day: Alliance with Greece stronger than ever

  14. 22/03 19:51

    High diplomacy and geopolitics at Delphi Economic Forum IX in Greece

  15. 22/03 19:32

    Tax authorities enable payments with foreign bank cards in Greece

  16. 22/03 14:19

    Greece to take part in Earth Hour on Saturday

  17. 22/03 00:24

    Greece ranks first on list of countries with fastest business environment progress

  18. 22/03 00:02

    Hellenic Police acquires first electric VAN-type highway patrol vehicle

  19. 21/03 22:41

    Greek Finance Ministry tightens Golden Visa rules

  20. 21/03 15:33

    Unseen Museum presents "The stele of the twin babies" exhibition in Athens

  21. 20/03 22:48

    Health Minister: 95% of Greek hospitals to perform afternoon surgeries

  22. 20/03 21:52

    Greek Deputy Minister of Justice meets delegation from US Embassy in Athens

  23. 20/03 21:44

    Greek Interior Minister to visit United States and Canada on postal vote

  24. 20/03 20:55

    Philadelphia Icarians mark 85th Anniversary and organize Apokriatiko Dance

  25. 20/03 18:01

    Development Minister: We continue the battle against high prices in Greece

  26. 19/03 22:28

    President of the Hellenic Republic meets her Ethiopian counterpart in Athens

  27. 19/03 20:57

    Greek Tourism Minιster meets Hellenic Chamber of Hotels

  28. 19/03 20:25

    FinMIn: Moody’s analysis records significant progress in the Greek economy

  29. 19/03 11:15

    Sector chiefs report: Good news for Greek tourism in 2024 at ITB Berlin

  30. 18/03 22:20

    American Hellenic Educational Progressive Association honors Past Supreme President

  31. 16/03 13:01

    Greek Deputy Foreign Μinister meets her Slovenian counterpart in Athens

  32. 16/03 12:56

    Greek-Canadian Diaspora to welcome Greek Prime Minister to Toronto

  33. 16/03 11:28

    Greek Migration Minister visits refugee hosting facilities in Kavala, Drama and Serres

  34. 15/03 21:50

    Greek Minister announces conference on defence ecosystem in Athens from Lithuania

  35. 15/03 13:45

    PM: More than 80 hospitals and 156 health centres being upgraded in Greece

  36. 15/03 12:55

    Piraeus Port and Genoa Chambers of Commerce ink memorandum of cooperation

  37. 14/03 23:43

    President of Hellenic Republic meets Prime Minister of Slovakia in Bratislava

  38. 14/03 22:58

    American Express report highlights Global Travel Trends during 2024

  39. 14/03 22:52

    Four hospitals in Attica Region already organizing afternoon surgical procedures

  40. 14/03 22:49

    US Ambassador to Athens: More flights from the United States to Greece and Thessaloniki

  41. 14/03 22:43

    Greek archaeologists discover ten ancient shipwrecks off Aegean island of Kasos

  42. 14/03 19:32

    No new intubations for Covid-19 recorded in Greece for the first time

  43. 14/03 18:36

    Extra road safety measures adopted for Greek pre-lent carnival and Clean Monday

  44. 14/03 14:48

    HRADF eyes bidders for Lavrio Port majority share

  45. 14/03 12:54

    Electric buses to be deployed on the streets of Athens and Thessaloniki by May

  46. 13/03 22:23

    Chairman: 2023 was an exceptional one for AEGEAN Airlines

  47. 13/03 20:11

    Prices of basic lenten products either lower or equal to last year's in Greece

  48. 13/03 19:15

    US Ambassador to Athens: Greece secures NATO readiness via Alexandroupolis

  49. 13/03 17:19

    Greece shines at 1st European Cruise Exhibition

  50. 13/03 12:26

    Greece shows new costumes for revamped Olympic Flame-lighting ceremony

  51. 12/03 22:46

    Epirotes Society of Philadelphia ‘Omonia’ organized 16th Annual ‘Tsipourovradia’

  52. 12/03 21:38

    The President of the Hellenic Republic to visit Slovakia on March 13-15

  53. 12/03 20:29

    First afternoon surgeries in Greece kick off at Papageorgiou Hospital in Thessaloniki

  54. 11/03 23:58

    Greek Foreign Minister: We stand behind Montenegro's European perspective

  55. 11/03 23:47

    Visa Express for Turkish citizens to commence on five Greek islands in March

  56. 11/03 19:40

    Amadeus acquires travel payments expert Voxel

  57. 11/03 18:49

    Microsoft Data Center construction kicks off in Spata next to Athens Airport

  58. 11/03 17:53

    Dodecanese Federation marked 76th Anniversary of Unification with Greece

  59. 09/03 22:23

    The future of travel planning is multimodal and interactive

  60. 08/03 14:27

    Prime Minister: Radical change in Greek education and a brave reform for growth

  61. 08/03 14:24

    Traffic restrictions expected in Athens mid-morning to evening on Friday due to protests

  62. 08/03 14:24

    Applications to out-of-court settlement more than doubled in Greece in February

  63. 08/03 13:18

    Metro station 'Maniatika' near Piraeus Port to be closed on Saturday and Sunday

  64. 07/03 14:12

    Athens wins World Travel Award 2024 as the top city-break destination in Europe

  65. 06/03 22:51

    WTTC data show Greece and Portugal lead league for growth in tourist arrivals

  66. 06/03 20:28

    Greek Tourism Minister at ITB: 2024 will be another excellent year for sector

  67. 06/03 19:47

    Greek Foreign Minister to meet UAE Minister of Industry and Technology on Friday

  68. 06/03 18:43

    European Union actions of 274m euros to support cultural heritage in Greece

  69. 06/03 16:37

    'Odontotos' rack railway temporarily stopped until landslides issue is resolved

  70. 06/03 14:40

    Minister: Bringing about the return of Greeks abroad 'a moral duty'

  71. 05/03 14:28

    Archdiocese of America Eparchial Synod to meet on March 14-17 in Florida

  72. 05/03 14:21

    The 'Lent Basket' to be launched in Greece on March 13

  73. 05/03 14:11

    ITB BERLIN 2024 opens with excellent bookings after global rise in travel in 2023

  74. 05/03 12:24

    Greek PM at Athens supermarket: Consumers 'can already see lower prices on the shelf'

  75. 04/03 22:02

    Greek Health Minister: Afternoon surgeries at state hospitals to begin shortly

  76. 04/03 21:47

    Holy Cross Greek Orthodox Whitestone Community marks 49th Anniversary

  77. 04/03 20:27

    Labor chief: Greece to train 500,000 workers in digital, green skills by 2025

  78. 04/03 19:44

    Foreign Ministry to organize event on 'Women, Peace, and Security' on Friday

  79. 04/03 15:12

    Athens Riviera | The summer experience with Athens as a background

  80. 29/02 22:54

    Consumers to see price cuts up to 18.1% in 3,000 Greek supermarket products as of Friday

  81. 29/02 21:44

    Greece and Germany set up Working Group on shipping cooperation

  82. 29/02 21:30

    Wyndham Rewards’ Member Month offers 5 weeks of deals, discounts, and bonus points

  83. 29/02 21:03

    Temple of Poseidon at Sounion near Athens to get new lighting system

  84. 29/02 21:02

    Greek Tourism Minister meets with Ambassador of Qatar

  85. 29/02 20:47

    Greece is represented by 60 firms at GULFOOD 2024 exhibition

  86. 29/02 19:58

    Greek government gives 1+1 month extension for cash register-integrated POS terminals

  87. 29/02 19:49

    Archangel Michael Church Dance Program shines at Folk Dance Festival in SF

  88. 29/02 15:39

    'Renovate-rent' programme to be launched, Minister tells Greek Parliament

  89. 29/02 12:39

    Rio-Antirrio ferry line in central Greece closed due to strong winds

  90. 28/02 21:34

    Weather with heavy rain and storms in Greece as of Sunday night

  91. 28/02 17:31

    CEO: The goal is for PPC to become a leading player in Southeast Europe

  92. 28/02 17:04

    New Wyndham Hotels Market Managing Director of Central and Eastern Europe

  93. 28/02 12:21

    Minister: Transactions with the Greek State will be further simplified in 2024

  94. 28/02 11:57

    24-hour strikes halt trains and ferries in Greece

  95. 27/02 17:25

    UN Tourism hails Saudi Arabia's historic milestone of 100 million tourists

  96. 27/02 15:00

    Greek Prime Minister: Relations with Armenia can become even more productive

  97. 27/02 14:26

    Wyndham: New growth cycle in Greece for the largest hotel chain franchise in the world

  98. 27/02 13:15

    Price cuts of up to 15% in important product categories in Greece after March 1

  99. 27/02 12:46

    Athens taxi drivers' protest rally in progress from Athinon avenue to Messogion

  100. 26/02 18:30

    Annual Summit of Women Political Leaders (WPL) to be held in Athens in April