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Hospitality & Technology Press Review #March2018

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This month, pre-stay tech to communicate with guests, Airbnb CEO interview on his battle against OTAs and the importance of the social aspect in your client’s experience.

 

Digital news

Hoteliers Use Tech to Communicate with Guests Pre-stay (Hotel News Now)
Hoteliers don’t have to wait for guests to arrive on-property to start a conversation thanks to tools that connect to their PMS. They are leveraging technology to connect with guests before they even arrive on-property, leading to an enhanced guest experience and, in some cases, a boost to the bottom line. “We’re trying to provide a better and quicker guest experience, and hopefully that means they will come back because of the more efficient service,” said Sheenal Patel, co-founder and CEO of Arbor Lodging Partners.
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Transforming the Guest Experience With Tech (Eye for travel)
Apps, chatbots, RFID, in-room devices, and the Internet of Things all can help to improve guest satisfaction but there is a fine line to walk. Hotels often feel held hostage by TripAdvisor reviews, but property apps, digital concierges and more are helping hotels reach the guest and react far better to their needs. Hotels can now monitor and track guests around their properties using installed apps that can access the guest’s location or Radio Frequency Identification (RFID) tied to keycards.
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Smart hotel guest rooms are almost there (Skift)
The smart guest room of the future is still in development. A strong return on investment for hotel owners who invest in updated technology, however, will help push these innovations in to the mainstream. Technology companies and hotel brands are working to crack the various problems that come with bringing innovations like voice control into the hospitality environnement at scale. There are many challenges, like meeting the needs of hotel owners and grappling with the limitations of consumer technology, that are still being worked out.
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Why travel brands are particularly ripe for digital innovation (Adweek)
In November, Marriott International installed an internet-connected mirror within a shower in the Irvine Marriott hotel located in California. At first glance, Marriott’s move into the Internet of Things seems like a stunt and a way for the brand to stay “innovative” in the eyes of management, but Matt Carroll, vp of global brand management at Marriott, said that the technology is part of a broader move to keep up with consumers’ changing travel habits and new competition from digital upstarts like Airbnb, HomeAway and online travel agents.
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5 ways technology is changing consumer expectations in hospitality (ehotelier)
Technology has transformed our lives and the way we run businesses. But it’s worth remembering that every new piece of tech not only changes the way we operate, but also our customers’ expectations. In hospitality, as we’re in the business of finding ways to exceed customers’ expectations, it is perhaps more important than in any other sector to understand how new technology is changing the way customers think.
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Interview: Airbnb CEO says it’s now “100%” battling online travel agencies (PhocusWire)
Airbnb views itself going all-in with a plan to compete with the giants of the accomodation world – online travel agencies. CEO Brian Chesky made the comments during an interview with PhocusWire shortly after the company announced updates to its platform and services at an event in San Francisco this week. “Our competition is two companies –Expedia and Booking– and I’m extremely excited about what the next ten years have in store,” Chesky says.
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Blog

The importance of the social aspect in your client’s experience (LoungeUp Blog)
Re-imagine your hotel as a meeting point. Today’s travellers want memorable experiences. Even if those mainly concerned are Millenials, this desire is becoming more and more transgenerational. As the globalisation of trade and the digitalisation of services is growing, there is a desire for people to discover local experiences with real physical interactions. Travellers want memories of an authentic trip, one that can be viewed as closer to the lives of the local population.
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