Hotel Guest Expectations in the time of COVID-19

For a traveler, a hotel room is like a home away from home. The one main exception however is that hundreds of strangers would have used that hotel room in the past. Hence maintaining cleanliness is very important in the hospitality industry, but with the spread of COVID-19, in which it is said that the virus can live on surfaces for a few hours to days, proper sanitization of guest rooms has become paramount.

In today’s times, it is important that hotels align with changes in guest expectations and take appropriate measures to make the guests feel safe and comfortable. eRevMax shares some tips that hotels can implement now to be future ready for when travel rebounds and guests start to pour-in.

To connect to new source markets or other tips and tricks on improving your hotel revenue flow,  reach out to us on marketing@erevmax.com.

Fighting Coronavirus: 5 short-term revenue generation tips for hotels

As the situation surrounding the COVID-19 outbreak continues to evolve, it’s time to join forces and participate in virtual discussions to learn new revenue sources for your hotel business.

5 short-term revenue generation tips –

Self- isolation packages – Offer rooms for self-isolation stays in well sanitized rooms.

Quarantine facility – Contact your local government health bodies to offer lodging and fooding to affected people in a 14-day quarantine package rate.

WorkFromHotel space – Create a weekly package offering stay, all meals and hi-speed internet and promote to professionals who want to stay comfortably without worrying about daily chores.

Extended Stay – Focus on offering extended stay packages at affordable rates with well sanitized rooms, meals and wi-fi included, to expats that might be staying in costly rented places and looking for alternative stay options.

Brand visibility – Maintain your presence through social media and have regular contact with loyalty guests – as soon as people are ready to book, they will remember and reach out to you.

We are here for you! Together we are stronger.

Contact us on marketing@erevmax.com to set up a discussion with one of our revenue management and connectivity advisers.

Top Tips to Choose the Best Hotel Channel Manager Software

In today’s multi-channel distribution landscape, the Hotel Channel Manager Software has been one of the most crucial solutions hoteliers have at their disposal. A Channel Manager typically update the rates and availabilities across connected channels at one go. The advanced ones having XML integration with OTAs also deliver reservations made on the sites and syncs inventory thereby minimizing chances of accidental overbookings. Find out what  to look for when selecting your next channel manager.

Top Tips to Choose the Best Hotel Channel Manager Software

Third Party Integration

Unless you plan to overhaul your entire technology solutions including your Property Management System (PMS), Revenue Management System (RMS) or Central Reservation System (CRS), check whether the Channel Manager you are planning to invest on has an integration with your hotel systems. A 2-way XML interface between your PMS and Channel Manager would ensure capturing and delivering reservations generated at OTAs to the property management system in real-time, thereby eliminating manual handling of reservation notifications. Similarly, if the Channel Manager is integrated with your RMS, then the rate recommendations suggested by the Revenue Management System could automatically extrapolate in your channel manager, making your pricing strategy error free.

Seamless Connectivity with Online Sales Channels

There are hundreds of Channel Managers available in the market. Only a few offer XML interface with OTAs. Having seamless integration with online sales channels require technology expertise. However, seamless connectivity between OTAs and your Channel Manager would facilitate real-time data transfer thereby ensuring inventories are always in sync.

For an optimal- distribution mix, you would need connectivity with a wide range of online distribution channels including global and regional OTAs, metasearch, niche channels, GDS, wholesaler and tour operators. The longer the list of channels provided by your Channel Manager, the wider could be your potential reach. Hence which checking on Channel Manager solutions, take a note of the number of off-the-shelf channels that the system if offering. Here’s a quick tip. Most advanced Channel Managers would have connectivity with hundreds of online channels. By looking at their channel eco-system, you can geta fair idea of the solution you are considering.

Automatic Pooled Inventory

Very few channel managers offer pooled inventory model which allows hotels to allocate your inventories across all your channels including Brand website at the same time. This essentially allows hotels to work with any number of channels thereby broadening their distribution network and exposure to new market.

Data and Analytics

A good Channel Manager would provide not only sales statistics, but also other important KPIs like booking pace, channel performance, price-point analysis for hotel revenue managers to stay on top of their business. Evaluate which Channel Manage provides you with insights on insights on booking volume, competitor analysis, market rate movement and other important parameters to identify top performing channels and make adjustments to their distribution strategy.

Payment and Data Security

One of the biggest challenges for the hotel industry today is to keep security in check. Since Channel Managers delivering reservations has access to credit card information, it is important to safeguard guests’ information from data theft and cyber fraud. It is recommended to opt for a PCI DSS Certified Channel Manager to ensure you customer card data is fully protected. Further, the solution also needs to be GDPR compliant for data and privacy protection,

Ease of Use

Simplicity is beautiful. Simplicity is loved. A product might have loads of features, but what’s the us eof those features if it’s too complicated to handle. From Microsoft Office to iPhone – most successful products share a common philosophy – they are incredibly easy to use.  The last thing an hotelier needs is to get confused with the complexities of a technology solution. Instead, when looking for your next Channel Manager, check how easy it would be to manage and how long would you need to spend every day to manage your online distribution.

How Can Hotel Guest Reviews Boost Sales?

How Can Hotel Guest Reviews Boost Sales

Hotel business has always relied on word of mouth publicity. The experience is improved with the help of hotel guest reviews you can use the best approach and transform the feedback of guests into a vital piece of your overall sales strategy. Here are some ways that can help you to improve your hotel sales with hotel guest reviews-

Train staff and ask for reviews from guests

You can train staff for asking for guest feedback at the time of stay. Guests will interact with hotel staff and leave their feedback. It’s important to take note of that. Often the most trivial issue raised by a guest can trigger into a major backlash.  The most direct method often happens to be the most effectual one. Your staff have to be trained to ask for guest feedback at important moments during the stay of guests, so that you have enough time for responding, fixing any problem and getting a glowing testimonial. Also train your staff at restaurants and spas to try to get separate feedback from the guests. If you allow guests staying in outside properties to try your restaurants, it’s important for you to have higher ratings and open a new revenue stream.

Ensure guest feedback goes back to hotel team

Sound communication is among the keys to the success of the hotel industry, and it begins with your hotel staff. You have to consider going through reviews in hotel staff meetings every month or week, to ensure that things are under control and customer grievances addressed may be improved.  Interestingly, guests are more likely to book a hotel which responds to negative reviews. Hence, respond to all reviews, but more importantly negative ones. It shows your sincerity in dealing with criticism.

Boost your hotel service with guest reviews

Reviews, both negative and positive, can help your staff to take decisions before time to know how they can deal with some forms of complaints and have the entire team together. Reviews may be used as a powerful source for data aggregation. In case you can track surveys and reviews and analyze the same over a period, you can identify which areas guests feel the best. You can also know where there is any area of improvement.

Make use of technologies for guest feedback and reviews

Most OTAs today allow guests to post reviews. Along with TripAdvisor, Google and social media, tracking reviews from all travel websites can sometimes be tricky. Thanks to technologies, you can not only capture feedback , but aggregate, make an analysis of overall guest sentiment and respond . There are plenty of solutions available which can do that.

However, there are no short cuts. It is an evolving process that must start today! As we move towards the age of consumer-controlled brand conversations, hotels need to integrate customer feedback into their business approach and strategy planning.

Contact for Hotel Room Distribution Management System

Is your PMS enough for distribution?

Channel Managers and Hotel Property Management Systems have been around for quite a few years now. Whether you are a real estate agency, a hotel, a B&B manager or the owner of some family properties, there are chances that you are looking for the type of software that can help you out the best. Here are some differences between Channel Management systems and Property Management Systems, which can let you understand such platforms better and take an informed decision.

Is your PMS enough for distribution

Purpose

Property Management Systems are a type of software system that is created to make daily operations management easier for real estate companies, hotels or rental agencies. The aim is to assign, schedule and organize tasks and these are especially helpful for reporting, accounting and staff management. Channel Managers, on the other hand, specialize in distributing short-term rentals to listing websites, whether it comes to wholesalers, GDS, Metasearch, Vacation Rental sites or OTAs.

Capability

PMS systems are created originally in the form of front desk hotel software, and are made to follow trends in the market and can redirect them to vacation rentals or some other expanding sector. With the use of this type of system, you can spend less time in dealing with business and get more time to concentrate on guest experience and guests.

A PMS channel manager can let you deal with time-consuming operations of managing a vacation rental business. A PMS channel manager updates information automatically across every booking channel and can automate payments and online reservations. Dedicated channel managers, however, are online distribution specialists and can frequently offer much more connections across many channels.

Sophistication

When you choose a property management system integrated with a channel manager, it can help you in online property management and can ensure listing distribution for you across many websites. A PMS or company has several advantages. Property management systems offer automated guest communication services, business performance analytics, in-built accounting services and many more.

PMS coming with an in-built channel manager can be very useful for your own business. A dedicated channel manager is useful in all those cases where there is a drop in the functionality of a property management system. There are more sophisticated capabilities of dedicated channel managers, which can let you create a very complex type of pricing model as per your wish. While PMSes and channel managers tend to vary in nature, the former lacks the sophisticated features that are part of dedicated channel managers – such as pushing right property specs and dealing with a complicated pricing model.

Support

A few property management firms have a team comprising of local employees that care for on-site upkeep and maintenance. But you can expect a built-in expert team with dedicated channel managers, which come with the support of a team comprising of expert distribution professionals. The team of experts of the developer company has a direct communication line with booking websites as well as other channels, due to the fact that a high volume of properties is offered by dedicated channel managers to listing websites.

 

Hotel Beacon NYC recommends RateTiger as the most effective channel manager

 Hotel Beacon, a landmark in New York City has highly recommended RateTiger for managing online channel connectivity. The upscale hotel has been using RTConnect for 2-way XML connectivity between its property management system and online sales channels for the last three years to effectively manage all its demand partners seamlessly.

Located in  Upper Westside, right next to Beacon Theater, the hotel with 284 rooms, caters to tourists and business travelers. Given the intense dynamic nature of New York’s hotel market, it has become imperative for the hotel to maintain rate parity and online availability across all major sales channels and metasearch sites. The revenue management team is leveraging RTConnect to update rates and inventory in real-time and receive reservations directly into the PMS thereby giving a clear picture of actual availability at all times. They are also using the advanced analytics available on the LiveOS dashboard to fine-tune their pricing strategy, monitor their booking pace and performance in real-time.

“We highly recommend RateTiger by eRevMax to anyone looking for an effective, online channel manager. We are very pleased with the personalized support and excellent response time, due to which they seem like an extension of our own team,” stated Milja Perkovic, Director of Revenue Management, Hotel Beacon NYC.

“As a technology partner, we are committed to empowering our customers for all their connectivity needs. Being trusted by a prestigious property like Hotel Beacon NYC for streamlining their online distribution shows how well we deliver when it comes to best-in-class technology and premium customer service,” said Alex Moura, Regional Sales Director for North America at eRevMax.

eRevMax announces 2-way integration with Nitesoft

Award-winning hotel connectivity expert eRevMax has completed 2-way integration with Swedish cloud-based PMS Nitesoft. The strategic partnership between the two companies will automate the distribution of availability, rates and reservations for hotel clients.


Nitesoft is a leading cloud-based hotel management platform in Scandinavia that incorporates a wide range of features for hotels, chains and serviced apartments, independent of size or operation type.  Following the integration, hotels using RateTiger channel manager and connectivity solutions can now receive all OTA generated reservations directly into their PMS, thereby eliminating manual handling of reservation notifications.

“The connectivity between RateTiger and Nitesoft PMS has proven to be highly reliable and easy-to-use. It means more sales and higher margins for our hotel customers. They can now exploit the full potential of a vast selection of OTAs, GDSs, Metasearch and Wholesalers available via the eRevMax Channel Ecosystem to expand visibility and revenue potential,” said Jan Linders, CEO, Nitesoft.

“Scandinavia is one of our key growth regions, and this interface with Nitesoft PMS will be beneficial for our mutual hotel customers. The secure XML connection ensures live rate and inventory as well as booking data flow, thereby keeping their Nitesoft PMS updated automatically, allowing the hotel manager to focus on other key aspects like guest engagement,” said Ashis Saha, SVP – Project Management, eRevMax. 

 

 

 

Updates to eRevMax’s Privacy Policy

At eRevMax, security is at the core of everything we do. eRevMax is committed to protecting the confidentiality and integrity of personal information that it comes across in conducting its business. Our Privacy Policy governs the manner in which eRevMax collects, uses and maintains information collected from various sources.

 

With the advent of General Data Protection Regulation (GDPR), businesses now have new obligations regarding the processing of EU citizens’ personal identifiable information. eRevMax and each of its associate companies that may from time to time handle personal information collected from individuals located within European Union member countries comply with the EU-US Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, onward transfer and retention of personal information from European Union member countries.

We have updated our Privacy Policy to include reference to the eRevMax EU US GDPR Privacy Shield Policy.

To view the updated Privacy Policy and the eRevMax EU US GDPR Privacy Shield Policy click the links below.

https://www.erevmax.com/ratetiger/privacy-policy-terms-use.html
https://www.erevmax.com/ratetiger/privacy-shield-policy.html

If you have any questions regarding our privacy policy, or if you wish to amend, or confirm that eRevMax has personal data relating to you, or if you wish to correct or delete your Personal Information if it is inaccurate, please notify us at dataprivacy@erevmax.com.

We appreciate your business and continued support!

Hotels capitalize on the Royal Wedding

This month is set to be an exciting time for the UK hotel industry. And we are seeing a repeat of 2011. As it happened back then, Prince Harry and Megan Markle’s wedding announcement also led to huge surge in hotel prices in and around Windsor.

The rate shot up immediately after the announcement of the wedding date. Recent report by HotelsCombined suggests that hotel prices have trebled in Windsor. The mega event which is expected to bring some 100,000 domestic and international visitors – is undoubtedly the high point for the local hotel industry.

We did a quick hotel search for Windsor on Kayak for the third and fourth weekends in May. The same hotel which is quoting over £700 for a room during royal wedding is asking for £200 for the very next week! Dynamic pricing is clearly wreaking havoc!

It’s understood that during the time of high demand, prices will rise. The dynamics of hotel pricing has always been a classic case of offering the right rate at the right time to the right audience. With surge pricing becoming accepted by people, companies are combining real-time data, instant gratification and dynamic pricing – to make the most out of any situation.
Hoteliers in Windsor is following the ‘Uber’ model. Super high rates are applied with the expectations that people are desperate enough to book at any rate. Is the hotel industry justified in increasing the prices thinking it’s the time for the kill? 

The Royal Wedding of 2011 tells a different story. While millions flocked to see a commoner marrying the future prince, they opted out of staying overnight at hotels because of the high rates. In the end, the hotels had only themselves to blame for losing out on revenue and goodwill. 
Hotel pricing has always been a never-ending roulette for the revenue manager – balancing the high season vs low season, exorbitant rate vs customer loyalty, RevPAR vs Occupancy, and price optimization vs revenue optimization. Dynamic room pricing is a reflection of not only the customer demand, but what the customer perceives to be the value of your room.

Thanks to the competitive rate benchmarking tools available in the marketplace, most hotels now monitor real-time online rate performance and see how they can change their prices more frequently to increase revenue. Dynamic pricing along with real-time connectivity allows hotels to adjust rates constantly based on demand and supply. 

With rates getting more transparent, hotels are moving away from pricing only approach, and including availability, loyalty and personalization in their revenue management process. While there always is a provocation to maximize rates in a super-event like the royal wedding, there needs to be more strategy behind these rates to better align them with customer expectations, which in the long run, helps build strong brand loyalty. 

It is important for the visitors not to feel “ripped off’ as the peak period customers understand prices better and there instils a sense of loyalty. Even dynamic pricing can be transparent if the multiple factors behind the increased rate are clearly communicated. The key is to have a clear rate strategy in place based on demand as well as product to avoid extreme peaks and valleys. Past experience suggests that the peak in demand is usually for a short duration. 

If hotel rates fall by over 400% immediately after the peak rate, it shows the shoulder period is not covered. For the hotels, the biggest blunder could be to get too greedy and try to earn ‘quick bucks’ at the expense of long-term customer value and loyalty. 

The royal wedding in 2011 did not bring London hoteliers more guests or long-term returns. Rather, high value tourists and business travellers, wary of surge pricing and crowds, stayed away from the city during the period. There is a high chance 2018 would not be any different.

Learning from the past, hotels should use the event as an opportunity to showcase Britain to the world. UK is already the sixth most visited country in the world, and London is one of the most expensive cities for tourists. 

Analysts expect an influx of about £300 million to come from tourism as an effect of the royal wedding. Hotels can use this to build a legacy or compromise their tomorrow for a quick return today.