Products & Services

Hotels emphasize visual arts to position brands as cultural centers

Dec 19, 2018 / Hotel Design
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Shutterstock

As hotels seek to better position themselves as cultural hubs, properties across the U.S. are increasingly placing an emphasis on art

For example, the Conrad New York's lobby is home to a dramatic, 13-story Sol LeWitt painting titled "Loopy Doopy."

"Art in a hotel is no longer just for decoration," said the Conrad's general manager, Marlene Poynder. "It is now a voice that builds a hotel's identity and sets it apart from the rest."

Alice Gray Stites, 21c Museum's director and chief curator, said, "Today's travelers seek more than just a comfortable bed and warm meal. They are looking for meaningful experiences that connect them to communities and engage them with new ideas. Learning is the new luxury."

Technology

Four Seasons expands chat service

Dec 19, 2018 / Chat Service
Four Seasons
Four Seasons

The company has once again expanded its multi-channel Chat service with the recent addition of WhatsApp

Since launch, Four Seasons Chat has exchanged over 3.5 million messages, allowing guests to connect with real people on property in real time, for any need, creating more opportunities to personalize the travel experience.

Four Seasons launched its award-winning multi-channel messaging platform in 2017 without the use of chatbots. The service is 100% powered by humans and translates 100+ languages in real time, allowing for response times averaging 90 seconds or less.

Guests can use Four Seasons Chat for any inquiry or service, big or small, including requests for restaurant recommendations and reservations, ordering room service, making or altering golf or spa reservations, obtaining advice on the best nearby shopping, notifying the property of a late arrival or early checkout, ordering drinks poolside, and even ordering a private jet.

Loyalty Program

How airlines improve customer-loyalty programs

Dec 19, 2018 / Airlines
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Shutterstock

McKinsey on how airlines have begun to rethink the way they handle redemptions and suggest some ideas on how they could reengage customers

Airline customers like miles. Research shows that for certain business travelers, earning them may be the most important decision factor of all. At any rate, many business travelers see collecting miles as a perk of the job. Stories abound of them going out of their way to fly with this or that carrier to earn enough miles to reach its next status tier or to redeem their miles for a dream vacation.

The ability to save up miles for such trips is the reason many customers enroll in customer-loyalty programs in the first place. Eighty percent of all miles are redeemed for flights. (In many programs, they can also be redeemed for hotel stays, car rentals, and consumer products.) In a classic program, 20 round-trip economy-class flights from Europe to North America, at a total cost of around $20,000, can earn a passenger enough miles to redeem a first-class ticket that costs $10,000 - a payback of 50 percent.

Digital Marketing

Triptease tools for hotel marketers

Dec 19, 2018 / Triptease (sponsored)
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Shutterstock

An overview of all the most useful new tools and features that Triptease customers successfully used in 2018.

Everything on the list is designed to make it quicker and simpler to bring the right customers to your website, give them a fantastic online experience and learn from your data to ensure you keep getting better.

That means more direct bookings for you, a better service for your guests and a clearer understanding of the best direct strategy for your hotel. Here’s a quick recap of the tools that successful hotels really should be using in 2019.

Technology

Travel tech in 2019: The future is… automated

Dec 19, 2018 / AI
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Shutterstock

AI is the technology that travel industry professionals are “most excited about” going into 2019

Whilst technology presents many opportunities for travel brands when it comes to matching consumers to their perfect product, it is not without its challenges. Behind the scenes, travel professionals are still struggling to find the right systems to help them fulfil customer desires, with booking / reservation systems and payment systems cited as their most significant technological ‘challenges’.

The findings suggest that both the opportunities and challenges presented by technology, have prompted travel companies to increase their tech budgets; with 59% planning to spend more in 2019 than they did in 2018.

Distribution

What the changing distribution landscape means for hotels in 2019

Dec 19, 2018 / rainmaker (sponsored)
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Shutterstock

As traveler behavior and hotel technology undergo momentous transformations, the hotel distribution landscape is transforming right along with them

Your hotel distribution strategy plays an important role in your business, and understanding your true demand in light of dynamic distribution developments has become more crucial to your profits than ever before.

This changing audience behavior has led to seismic shifts among the major distribution players. For instance, the rise of the experiential travel trend has led to the growing demand we see today for alternative accommodations through sites like VRBO and Airbnb. In 2017, more than 330 million people searched the Airbnb website for accommodations. This is leading B&Bs, independent, and boutique hotels to take advantage of Airbnb’s marketing power, showcasing their properties on the platform for fees that are significantly lower than most online travel agency (OTA) commissions.

Changes like these require hotel managers to view their business from new angles and necessitates taking a fresh approach to their distribution strategy.

Digital Marketing

HEBS Digital & Serenata CRM reflect on another successful year

HEBS Digital
HEBS Digital

Both companies launched new products, innovated existing technology, and received multiple industry awards

Company highlights from 2018 include:

Deepening the integration between HEBS Digital and Serenata CRM: After coming together under one parent company, NextGuest Technologies, HEBS Digital and Serenata CRM have continued to close the loop for clients with a fully-integrated guest engagement and acquisition platform. With the merging of HEBS Digital and Serenata CRM, the best technology in the hospitality industry is now under one roof.

Launching of new HEBS Digital products: One of the biggest products developed in 2018 was the Content Personalization Module 2.0 which is currently in beta and will be launching early 2019. Within the smartCMS®, this module captures real-time targeting data and lets hotels personalize their website content for specific audience segments. Additionally, new social media advertising platforms were introduced, such as , which retarget users whose online behavior suggests they are planning travel to specific destinations. Smart Search, currently in , enables users to easily find relevant content on a hotel’s website. Features include full-text indexing, type-ahead search, automated site-content indexing, and keyword highlighting in the search results.