August 24, 2010

People on the Move

Hospitality Management Systems

Reservations

Marketing / Management

Revenue Management

Sales & Catering, Meeting Planning

Guest Services

Back Office

Inventory / Purchasing

Communications


AUGUST 12 – 24, 2010

TOP O’ THE NEWS

  • Cornell study shows guest satisfaction directly linked to financial performance
  • Paul Levesque defines five management mistakes that can cripple guest service

Continuing a theme…
Customer satisfaction, part 3: A Cornell University study shows that guest satisfaction is directly and quantifiably related to financial performance. The survey describes operational and performance indicators that can be tracked to improve satisfaction, and concludes that satisfying guests does yield measurable financial returns in terms of repeat purchases, the likelihood of making recommendations and of spending more on ancillary items in subsequent hotel stays.
Four key performance indicators reported as affecting guests’ evaluations were an accurate reservation, check-in completed within five minutes, no problems during the stay and no billing errors.
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Customer satisfaction, part 4: Customer-focus consultant Paul Levesque, writing at Entrepreneur.com earlier this month, listed five management mistakes that are guaranteed to cripple guest service.
#1: Making customer service a training issue – Training staff to behave in strict, by-the-book “service” ways always comes across to guests as artificial and insincere. Better to give them opportunities to come up with their own ideas for delivering delight.
#2: Blaming poor service on employee “demotivation” – Looking inward for ways to motivate workers is self-interested, internal and breeds transparent cynicism. Focus instead on the interests of customers and the community at large, and motivate employees by allowing them to deliver the level of service they know they’re capable of.
#3: Using customer feedback only to uncover what’s wrong – Employees dread surveys and other data-gathering efforts that lead to witch-hunts for scapegoats. Instead, use customer feedback to uncover everything that’s going right, examples of employees going the extra mile for guests, and celebrate them.
#4: Reserving top recognition for dramatic recoveries – Special recognition for recovery from a terrible guest service problem is fine as long as it’s not the only way staff feel appreciated, otherwise foul-ups become their only source of reward. Be careful to also uncover and celebrate successful efforts to please guests where no mistakes were made.
#5: Competing on price – Price is a decision criterion only when all else is equal – and it never is. Businesses actually compete on perceived value, on the total guest experience. Aspects such as “helpfulness,” “friendliness” and “the personal touch” are a long-term competitive advantage to companies that charge slightly more for their basic services.
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PEOPLE ON THE MOVE

  • Dan Kornick promoted to SVP and CIO at Wyndham Hotel Group
  • Sivaprasad Gangadharan hired by IDeaS as Regional Director Sales for India and the Sub-Continent
  • Peter Carlsen appointed to head International Business Development at Guestline

Dan Kornick has been promoted to senior vice president and chief information officer at Wyndham Hotel Group. Mr. Kornick has over 20 years of information technology experience, the last 15 in a variety of roles within the Wyndham Worldwide organization, culminating in senior vice president of Global Applications Development for Wyndham Exchange & Rentals.
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Sivaprasad Gangadharan has been hired by IDeaS Revenue Optimization as the Regional Director Sales for India and the Sub-Continent. Mr. Gangadharan brings over a decade of regional hotel industry sales experience gained as General Manager of one of the region’s leading property management systems vendors, as well as previous in-depth working experience in the hotel industry.
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Peter Carlsen has been appointed to head International Business Development at Guestline. He has extensive hotel operational experience throughout Europe and was founder and CEO of Booking Booster.
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HOSPITALITY MANAGEMENT SYSTEMS

  • Mövenpick’s Hotel Jumeirah Beach, Dubai, opens with protel Single Property Edition
  • Protel releases Room Tweet enhancement for HMS

Mövenpick’s 294-room Hotel Jumeirah Beach, it’s fourth property in Dubai, recently opened, using the Single Property Edition (SPE) of protel`s hospitality management system, as well as its protel Banquet catering and event management module and Sales & Marketing module. (www.moevenpick-hotels.com, www.protel-hotel-software.com)
Protel has released a Room Tweet enhancement for its hospitality management system. Hotels can define arrival and departure dates, number of guests and a room category; a single click broadcasts the sale offer via Twitter and posts a link to the hotel’s protel Web Booking Engine, using current availabilities directly from the HMS.
(www.protel-hotel-software.com)

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RESERVATIONS

  • Customer Direct and Travel Tripper partner to launch new call center service
  • Carnival launches Facebook application to select and share cruises with Facebook friends
  • eMax Hotel Internet Marketing unveils mobile hotel website booking platform

Customer Direct and Travel Tripper have launched a new call center service for hotels in North America, combining Travel Tripper’s booking engine technology and Customer Direct’s call center offering. The companies will consolidate reports so hoteliers can see a unified view of reservations across the hotel’s web site and its toll–?free reservation line, including service level statistics and results by marketing channel. In addition to the joint call center product, the two companies will market and distribute each other’s products and services. (www.traveltripper.com, www.guestdirect.com)
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Carnival Cruise Lines, in conjunction with Razorfish, has launched a Facebook application that lets users view, compare, select and share Carnival cruises with their Facebook friends. Potential cruises can be sorted by date, duration, port of call and accommodation type; with one click details of a selected cruise can be shared with Facebook friends, can be invited to book the trip as well. (www.carnival.com, www.razorfish.com)
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eMax Hotel Internet Marketing has unveiled a mobile hotel website booking platform intended to complement a hotel’s independent website with enhanced features and simplified navigation. The eMax mobile sites detect and redirect browsing mobile users automatically, link directly to mobile reservation engines and provide analytics to track mobile visitors’ usage and browsing habits. (www.emaxhotelmarketing.com)
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MARKETING / MANAGEMENT

  • protel introduces web-based guest survey tool
  • TRAVELCLICK wins 10 Interactive Media Awards (IMA) and an IAC Outstanding Web Interactive Application award

protel hotelsoftware introduced a web-based guest survey tool, allowing hotels to create, conduct and analyze individual customer surveys quickly and easily. E-mailed invitations include a link that take guests to the survey website; guests’ individual survey answers will be displayed in their guest profile, and can evaluated statistically by management. (www.protel-hotel-software.com)
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TRAVELCLICK has won 10 Interactive Media Awards (IMA) and an Outstanding Web Interactive Application award from the Web Marketing Association’s Internet Advertising Competition (IAC). The IMA honors outstanding website design and development based on design, content, features, functionality, usability, standards compliance and cross-browser compatibility. The Andara Phuket Resort website won a Best in Class Award; nine other sites received Outstanding Achievement Awards. The Internet Advertising Competition (IAC) gave TRAVELCLICK its Outstanding Web Interactive Application Award for its work with The Sloane Square Hotel in London. (www.travelclick.net)
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REVENUE MANAGEMENT

  • Excel Hotel Group picks AnyRate Competitive Rate Intelligence for all properties

Excel Hotel Group has selected AnyRate Competitive Rate Intelligence for all of its properties, integrating its scheduled competitive rate reports and real-time Flash reports into its revenue management and pricing processes across the organization. (www.excelhotelgroup.com, www.any-rate.com)
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SALES & CATERING, MEETING PLANNING

  • Cvent adds “Environmentally Friendly” filter to venue profiles to identify Green Key-certified locations
  • Sabre, Cisco jointly developing telepresence virtual-meeting reservations program

Cvent has added an “Environmentally Friendly” filter to the venue profiles on its Cvent Supplier Network in partnership with Green Key Global, to help meeting planners plan “green” meetings and events by identifying Green Key-certified hotels and hotel meeting facilities in the United States and Canada. Green Key ratings are based on an environmental audit of hotel operations and include random, on-site verification of audit results. (www.greenkeyglobal.com, www.cvent.com)
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Sabre Travel Network and Cisco are jointly developing a telepresence virtual-meeting reservations program. Corporations looking to reserve telepresence facilities will be able to view availability, rates and restrictions and book meetings; both vendors which offer public telepresence facilities and corporations with private telepresence rooms will be able to use the Sabre-Cisco platform to display open or restricted access to their facilities. The electronic distribution platform will be open to all points of sale including Sabre’s GetThere, which already has a relationship with telepresence vendor Tata Communications. The distribution platform is expected to be rolled out sometime in 2011, featuring a business rules engine, corporate profiles, rates and availability. (www.sabretravelnetwork.com, www.cisco.com)
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GUEST SERVICES

  • iBAHN now in over 300,000 hotel guest rooms
  • Kohler’s American Club Resort releases mobile application with links to PGA Championship leader board

iBAHN announced that hotel guest rooms using its digital entertainment and Internet access services have passed the 300,000 level, and are present in 41 countries. (www.ibahn.com)
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Kohler’s American Club Resort has released a mobile application, The American Club Resort Mobile Experience, developed in conjunction with Movitas. Coinciding with the 92nd PGA Championship tournament held this year at Kohler’s Whistling Straits, the application allows guests and visitors to link to the official mobile PGA leader board, receive opt-in alerts about daily events throughout the resort, look up maps and directions, and choose from various shopping and meal options. (www.destinationkohler.com, www.movitas.com)
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BACK OFFICE

  • Red Lion implements UniFocus’ Watson, R.M. Time & Attendance at all owned properties

Red Lion Hotels has implemented UniFocus’ web-based Watson, R.M. Time & Attendance system throughout their owned properties. (www.redlion.com, www.unifocus.com)
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INVENTORY/PURCHASING

  • New York Marriott at Brooklyn Bridge implements Adaco

The 665-room New York Marriott at Brooklyn Bridge has implemented Adaco for all its food and beverage procurement and inventory. (www.marriott.com, www.adaco.com)
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COMMUNICATIONS

  • Defero3 adds XETA Technologies to dealer network

Defero3 has added XETA Technologies to its dealer network. (www.XETA.com, www.defero3.com)
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