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Distribution Analysis to Action: How Independent Hotels Can Stay Nimble

Snapshot Blog - 16 November 2017
You’ve surely heard before that the big brand investment in direct booking campaigns trickles down to independents (by way of travelers being more aware of the value of booking directly). Hotel brands have poured billions of dollars into direct booking campaigns, and a report by Hitwise in May of this year shows that for some of the major players, direct bookings are looking up. For everyone else, not so much. OTAs still achieved an almost 3% gain in market share, while hotels lost 3.87% (Skift). So while ad campaigns may have paid off for the Wyndhams and Hiltons of the world, when it comes to smaller brands and independents, the battle for direct bookings is still raging.
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SnapShot and CS-Solution Join Forces to Provide First Class Hotel Analytics to Hoteliers in Vietnam

Snapshot Blog - 17 October 2017
SnapShot, leading provider of fully integrated applications for the hospitality industry, announced today that it has entered a partnership with Vietnamese PMS and Technology company CS-Solution. Through this partnership, CS-Solution clients can now use the complimentary SnapShot flagship product, Analytics, which allows hoteliers to apply in-depth analysis of their property happenings, on and offline.
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SnapShot Collaborates with RevMax, Vietnam's First Professional Revenue Management Consultancy, to Provide Hotels with Cutting-Edge Analytics

Snapshot Blog - 13 October 2017
SnapShot, leading provider of fully integrated applications and analytics for the hospitality industry, announced today that it has joined forces with RevMax, Vietnam´s first professional Revenue Management consultancy. By the forge of this new partnership, RevMax becomes an authorized distributor and reseller of SnapShot in Vietnam. RevMax´s customers can now have complimentary access to SnapShot´s trademark Analytics dashboard, which provides hoteliers with extensive insight into their properties happenings, on and offline.
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Calling Hotels: Take a Part in HEDNA Hotel Analytics Working Group Survey

Snapshot Blog - 13 October 2017
analytics survey.png As announced during the Dublin conference in June, HEDNA has launched a new Hotel Analytics Working Group, tasked with establishing best practice guidelines that will empower hoteliers to optimize how they collect, store, analyze and action their data to make intelligent decisions about their distribution strategies.
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How is Guest's Experience Done Right + Should your Hotel be on "Book on Google"

Snapshot Blog - 6 October 2017
Almost everyone who holds a position within a hotel company or technology provider has his or her own thoughts on the types of content that need to be delivered to score the best results. Does user-generated content figure into the mix? Do images provoke an emotional and measurable response versus room details provided in a textual format? Ultimately, the question that needs to be addressed is: What are travelers looking for when it comes to content? There are insights and reports available, so of course, the effectiveness of content can be analyzed. However, by no means are these measurements entirely indicative of the booking experience.
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SnapShot and Smart Finder Sign Partnership to Make Advanced Analytics Available to Hotels in Thailand

Snapshot Blog - 29 September 2017
SnapShot and Smart Finder Sign Partnership to Make Advanced Analytics Available to Hotels in Thailand Berlin, Germany, September 29, 2017 - SnapShot, provider of fully integrated applications for the hospitality industry, announced today its new partnership with Thai property management system provider, Smart Finder. Clients who use Smart Finder's PMS solutions now have complimentary access to SnapShot Analytics, the company's flagship app which monitors and interprets hotel performance, displaying the latest statistics on a single, customisable and easy-to-understand dashboard. SnapShot Analytics aggregates each hotel's PMS, pricing and benchmarking data as well as OTA reviews, Google Analytics and social media statistics.
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Weekly Reads 15.09.2017

Snapshot Blog - 15 September 2017
This week’s reads are divided between a deeper and critical look at PMS technology and suggested marketing improvements for your hotel. A recent study on PMSs, their features, their interoperability and their security has confirmed an underlying trend: we operate on a "do as we have always done" basis. So how should you move your technology into the future? Our Head of Marketing, Margaret Ady has the answer. On the marketing side, we are focusing on 2 different channels this week, SEO and Facebook: 7 ways for your hotel to be found on Google and why hotels need to be on Facebook and what to post. Happy reading!

How To Keep The Heart Of Your Hotel Beating

Snapshot GmbH - 14 September 2017
Technology is the beating heart of the hotel. Without a PMS, how would we even begin to serve guests? Without distribution channels, how would guests book rooms? Without a CRM, how would we create loyalty? Right now, most hotels get away with disorganized technology, because they've had no choice. Legacy systems haven't meshed with new cloud-based systems and a patchwork of different technologies for different purposes have been cobbled together. As with cooking, everything works better when all the moving pieces work together because no one tool does everything on its own.Right now, we have all of these systems--the PMS, CRS, CRM. Then there are the ancillary tools, such as mobile check-in, travel review monitoring, social media tools, distribution tools, forecasting technology, room allocation software, and so forth. Multiply each of these by four or five and maybe, just maybe, you'll get close to the number of different systems that must integrate in order to keep a hotel running. And the biggest problem is that they rely on one another, but they don't play well. They don't integrate, at least not with ease. We have each of these systems with its own data, and one system's data isn't talking to another system's data without complicated intervention. It's a mess. But it doesn't have to be.Instead of this mess, it should be structured and organized, much like Julia Child's peg-board full of organized pots and pans. While organization is useful of course, the key value is having each and every piece of technology integrated. No more missing pieces--data falling off from point A to point B. No more silos, where data from point A can't even get to point B. If A needs B in order to work, it's right there, ready and waiting.The ramifications of a fully integrated tech stack are many. Creating custom applications becomes a possibility because integration is no longer a setback. Guest outreach can be personalized (for real this time). Service levels can be improved--and monetized. Consider if the housekeeping app above speaks automatically to the mobile check-in app, which then triggers a text to a guest with an early check-in option for an additional fee. Or a guest survey app speaks to the email marketing app, which triggers an offer for a guest based on specific keywords the guest used in the survey. Best of all, a fully integrated tech stack allows hotels to compare all data sets and glean truly actionable insights about their guests and their business - insights that can drive more revenue and more efficiencies.Further, the benefits of a tech ecosystem of this nature include consistent data security and faster communication between technologies. As Todd Hotaling of Lodging Hospitality Management said regarding major issues affecting system integration in the hospitality industry, "My priority is how frequent (speed) and seamless our systems interface (direct connect) with the often urgent and significant revenue-impacting decisions being made throughout the day" (Hospitality Technology). Increased frequency of communication (a by-product of integration) between technologies is the foundation for better information, faster solutions, and, most importantly, increased revenue.In the 1940s, the University of Illinois formalized the idea of the "kitchen work triangle," a set of rules that defined the location and distance between the sink, the oven, and the refrigerator for optimal efficiency and use. Most modern kitchens are designed based on this notion that the essential tools of the kitchen work best when they are aligned in a specific way. We are at a critical juncture in the hotel industry, one that requires that our growing number of technologies begin working together seamlessly, that our essential tools are aligned. The beating heart of hotels depends on our redefining the way we organize our technology in a way that we can successfully build upon. It isn't as simple as a triangle, but it is as accessible.

Is More Really More? The Question We're Not Asking Hotel Guests

Snapshot Blog - 24 August 2017
I recently asked the internet that perennial hotel question: What do guests want? And I was met with the same old list as always. Guests want free breakfast. Guests want WiFi. Then there are more recent entrants, like guests want mobile check-in. And, recently, Oracle determined that guests want new technologies but only if it makes them feel they have more control and only if it’s balanced with personal service (Forbes).
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Weekly Reads 17.08.17

Snapshot Blog - 17 August 2017
In this week’s reads, we're focusing on the first and most important building block in your marketing strategy – defining your target audience and creating customer personas.
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Weekly Reads 10.08.2017

Snapshot Blog - 10 August 2017
In this week’s read I wanted to focus on the way we use data. Having data and high-end technology doesn’t make us smarter, the way we use it does – you can read more on the subject in our latest blog post. We also have an interesting piece by Daniel Hughes on a new way to view the 20/80 rule in your hotel database. And we finish up with Google’s survey insights on vacation planning and how to use this information to create better marketing campaigns. Happy reading!
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Is it Really Technology that Makes a Smart Hotel?

Snapshot Blog - 4 August 2017
Tech gadgets and mobile control over the nooks and crannies of a hotel room are all the rage right now. Hotel brands, such as Aloft, are heavy hitting on in-room technology in order to stand out from a sea of competitors. As Brian McGuinness of Starwood notes, there was a time when travelers were drawn to hotels because hotels were better than home, but then “’people started doing great things to their houses and hotels needed to catch up’” (Travel and Leisure). Hence, the move in recent years to make hotels more interesting and innovative than the average home.
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SnapShot and StayNTouch Partner to Provide Hotels Across the US with a Smarter Analytics Tool

Snapshot GmbH - 18 July 2017
Berlin, Germany -- SnapShot, leading provider of fully integrated applications and analytics for the hospitality industry, announced today that it has joined forces with the American hotel property management systems company, StayNTouch. Through this partnership, StayNTouch customers will have complimentary access to SnapShot's trademark Analytics dashboard, which provides hoteliers with in-depth insight into their properties' happenings, on and offline.SnapShot Analytics aggregates pricing, benchmarking and PMS data, as well as TripAdvisor reviews, social media statistics, and Google Analytics, all of which appear on a single, easy-to-use dashboard. Information is updated daily, so hotel managers always have access to the latest data regarding their properties.Furthermore, StayNTouch customers will be able to take advantage of the other applications in the recently released SnapShot Marketplace, a fleet of tools which are fully integrated to each partner PMS's data, so that hoteliers can start using the apps immediately. SnapShot Marketplace tools, designed specifically for the hospitality industry, cater to hoteliers managing single- and multi-property businesses.SnapShot and StayNTouch have been working together over the last few months to help educate hoteliers on how to make the most of the technology available to them. In April, the companies joined Travel Tripper in hosting a webinar on building the perfect hotel tech stack."It has been a pleasure working with StayNTouch, helping hoteliers to better understand the data they have in front of them on a daily basis," said Clive Wood, SnapShot's Vice President of Business Development for the East Coast. "We look forward now to equipping StayNTouch's clients with the tools they need to make better, quicker, and smarter business decisions," Wood continued."The successful hoteliers in today's ultra-competitive hospitality marketplace are looking to understand their customer better in order to provide a differentiated guest experience from pre-purchase to check-out," said, Jos Schaap, CEO and Founder of StayNTouch. "With SnapShot's powerful toolset integrated with their StayNTouch PMS, these hoteliers can now make decisions and take action quickly and effectively."If you are a StayNTouch customer, activate your SnapShot Analytics dashboard here. To find out more about Analytics and Marketplace, visit the SnapShot website.About StayNTouchStayNTouch is a "Software as a Service" hotel property management systems (PMS) company focused on developing solutions that help hotels raise service levels, drive revenues, reduce costs, and ultimately change the way hotels can captivate their guests. Developed with mobility in mind, the pioneering platform enables hotels to create long lasting relationships with their guests by delivering personalized service levels that today's guests require.StayNTouch operates on tablets and smartphones, empowering hotel employees to go above and beyond in exceeding guest expectations at every touch point. Powering over 75,000 rooms globally, our game-changing solution frees hotels from the constraints of legacy or premise systems, dramatically streamlines operations, increases margins, and revolutionizes how front-line staff connect with guests.StayNTouch is a trusted partner to many of the most forward thinking hotels, resorts, casinos and chains in the industry, including Yotel, Zoku Amsterdam, Valencia Hotels, The Freehand Hotels, Modus Hotels and the Fontainebleau Miami Beach. For more information, visit www.stayntouch.com.
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SnapShot and StayNTouch Partner to Provide Hotels Across the US with a Smarter Analytics Tool

Snapshot Blog - 18 July 2017
SnapShot, leading provider of fully integrated applications and analytics for the hospitality industry, announced today that it has joined forces with the American hotel property management systems company, StayNTouch. Through this partnership, StayNTouch customers will have complimentary access to SnapShot’s trademark Analytics dashboard, which provides hoteliers with in-depth insight into their properties’ happenings, on and offline.

High Tech or High Touch? What Hotels Need to Know About Technology Adoption & Guest Service

Snapshot GmbH - 13 July 2017
So exactly how much can be automated, or more to the point, how much should be automated? (And, really, at what point does it cease to be a hotel when there is no service?) Clearly, almost everything can be technologized, so hotels are confronted with just where and how much of the human touch is needed to create a satisfying guest experience.The question of high tech or high touch lies with your guests. In some ways, we need a new market segment based on technology needs. Some segments want as much automated as possible, but many of these guests want just as much, if not more, control over their experience as those who prefer one-on-one service. And then there are guests who want to hold hands all the way through the process; this is their definition of hospitality and asking them to download an app to check in won't do. With technology, these guests actually get better service because staff is more available to walk them through the process.The answer to the question of high tech or high touch isn't an easy one because the answer is: options. You can take any aspect of hotel operations and service to the cloud as long as you offer guests easy access to staff person at any point along the way. Perhaps a guest wants to book online, check in via mobile, control her AC from an app, and request a pillow via text message--all of these are absolutely possible. BUT she also wants to make her spa reservation on the phone, because she has some specific needs and wants to be sure she can properly get the message across to guarantee the ideal experience.If technology tasks hotels with offering more options, does it actually uncomplicated anything? Does it save money and time? Still a resounding yes. Especially in cases where the technology is integrated with major systems and when hotels have maximum control over the technology and the way it functions. Every time a guest is satisfied by technology, which is more often than not these days, or every time messaging helps staff communicate an issue more quickly, or every time one fewer front desk person takes the elevator to the eleventh floor, efficiency is achieved. Each time this happens, energy and space are made for the instances where guests desire a person. These very critical moments are more effective and more meaningful.So let's say you can automate anything pre-stay, during stay (except for housekeeping itself), and post-stay. Let's say you can integrate major systems and streamline your internal communication, using messaging that interacts with the PMS and the CRM. What specifically still needs the human touch?Most importantly staff should be present. And by "present" we mean that they should not only be visible, but they should also be clearly available and ready to engage. As reliance on technology for guest services increases so does the need for staff to appear undistracted. Having staff at entries and exits--whether at the front desk, the spa, the restaurant, or on checkout--is essential.Additionally, the phone becomes (surprisingly) more important. Every call should be answered, and the speed of answer matters more than ever. When guests decide they need to speak with someone, someone should be available as soon as possible, including reservations, guest service, housekeeping, and so forth. This is the tradeoff for the efficiency of technology. Availability and responsiveness are paramount for the personal moments that matter to guests.Hotels aim at every turn to prioritize efficiency and cost-saving measures while continuing to offer the highest possible level guest service. If the person-to-person elements of guest service are handled well, and they really are fairly simple, technology adoption can better serve hotels and their guests.
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High Tech or High Touch? What Hotels Need to Know About Technology Adoption & Guest Service

Snapshot Blog - 12 July 2017
Hotels worldwide are playing with just how much can be automated. Comfort Hotel Xpress in Oslo opened in 2011 to media fanfare over an almost entirely automated process—check-in, key, checkout and so forth. Housekeeping comes every four days. There’s no restaurant, but there is some food in the lobby. It sounds from reviews like they ended up needing a floating staff person downstairs. Not a surprise.
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HITEC E20X Recap: Where Is Hotel Technology Going?

Snapshot Blog - 5 July 2017
The annual Hospitality Industry Technology Exposition and Conference (HITEC), hosted by Hospitality Financial and Technology Professionals (HFTP), took place last week in Toronto. We enjoyed catching up with all the tech exhibitors, particularly the newcomers who were exhibiting and pitching at Entrepreneur 20X (E20X). It’s where the best of the best and the newest of the new meet up to show off their tech innovations. After meeting with all of the E20X exhibitors, we noticed a few key trends. Here’s what we learned:
Article by David Turnbull

No More Excuses - It's Time For A Change

Snapshot GmbH - 26 June 2017
Technology is not static, it's flexible, and just like processes and services in hotels, it needs to adapt to quickly changing guests expectations and market demands and, if possible, anticipate them. Hotels need to be able to add, tune, upgrade or even completely change their technology stack quickly. Scalability and adaptation to market changes must be a hotel's mantra when choosing a technology provider.This is a challenging and overall pretty new concept, because the legacy systems that have been in place in hotels need to urgently integrate with an entire new generation of SaaS solutions. That said, hotels that manage to embrace this new concept will have a competitive edge.So why is this concept so difficult for hotels to embrace? For one, there is too much friction between softwares. Integrations are the weak link of our industry. Even for some of the best tech companies, integrations can involve months of development and testing to create stable connections.But despite frequent outages, data validation struggles and lengthy waits to be "scheduled", the necessity to integrate prevails. Hoteliers keep accepting that "that's the way it is." That mentality coupled with long sales cycles leave hotels in a technology paralysis. Hotels buy and install key customer-facing technology then sit for seven years complaining about it before making a change. That idea is a scary one, particularly if we look at how quickly technology is changing.Hotels must fundamentally change the way they look at technology planning, purchase and usage. They should consider their technology systems as platforms (rather than servers in the basement) that can be constantly optimized, tweaked and adjusted.Technology needs to have multiple options or versions that fit various segments of hotels. Not every hotel needs an enterprise in mind designed operating software that can handle every task imaginable. So why should they pay for that? Hotels need a modular technology choices, that allows them to pick out the features that they want and need.This modular approach is scalable and doesn't require large upfront fees that swallow-up valuable CAPEX with non-questionable recurring maintenance costs, no matter if the hotels are using the system or not. Flexible pricing models allow hotels to be nimble, adding or removing parts they don't need, in order to keep their technology lean and cost efficient for any property size.Hoteliers can then download apps in seconds and A/B test before paying for the one they want. This flexibility translates itself into changing purchase and usage expectations of the same hotelier when buying hotel technology.With this freedom, as the business grows, the hotel can add features. If business needs change and a feature is no longer needed, the hotel can easily remove it.Hoteliers need to be able to do what hoteliers to best - meet and exceed their customer's expectations. To do this however they need to work with vendors and an entire technology community that promote greater interoperability, flexibility and open access to the data needed to power their guest experience.On paper, all-in-one or full technology stacks are practical for a hotel, but they too need to be able to integrate with new apps and integrate with multiple providers - the grass is always greener. And taking into consideration that an "insignificant" app today could be the next big thing of tomorrow, continuous R&D is a must.The large tech industries have long understood the concept of building platforms that work unilaterally. Our industry needs to adapt to that thinking.The good news is that many incumbent technology providers realize this, reflecting the changing mindset and fickleness of the hotel client base they serve. As we build those systems with open and flexible integrations and pricing, hotels can improve service quality and focus on taking care of guests in ways that no other industry can. Because, at the end of the day, that's what hospitality is really all about.
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SnapShot Expands US Business With New Clients and Growing Teams in New York and San Diego

Snapshot GmbH - 14 June 2017
Wood, who serves on the board of directors for the Hotel Electronic Distribution Network Association (HEDNA), brings a wealth of knowledge and relationships to SnapShot in the United States. Previously, he led GTA's hotel connectivity and chain business from an operational and commercial perspective."I am very excited for SnapShot to take the next steps into the American market," said Wood. "We are currently at a turning point in hotel technology, where streamlining hotel operations is not just focus, but a necessity. I look forward to working with our partners to help their clients adopt fully integrated applications, leading to optimized operations and ultimately maximizing hotel performance," he continued."We are entering the golden age of hotel software where hoteliers have an opportunity to differentiate their offerings by assembling and integrating unique sets of applications," said Jos Schaap, CEO and Founder of mobile technology and PMS company, StayNTouch. "We are proud to partner with SnapShot, who is a foundational leader in this endeavor."Today, with more than 3000 hotels on its platform, Berlin-based SnapShot has five commercial centers across the United States, Europe and Asia Pacific. In May 2017, SnapShot launched the SnapShot Marketplace, a fully-integrated ecosystem where hotels have access to applications designed specifically for the hospitality industry. Among these is SnapShot's flagship app, SnapShot Analytics, which provides an overview of PMS and performance data, Google Analytics, social media, OTA reviews and more on a single dashboard.As part of its growing focus on the American market, SnapShot will be attending HITEC Toronto in June. To schedule an appointment with SnapShot at HITEC, follow this link.To find out more about SnapShot, please visit www.snapshot.travel.
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SnapShot Expands US Business With New Clients and Growing Teams in New York and San Diego

Snapshot Blog - 14 June 2017
SnapShot, a leading technology provider for the hospitality industry, has seen significant growth since opening its doors in the US just six months ago. The company has signed several new partnerships with leading property management systems, including Cloudbeds, StayNTouch and Bay Lakes Information Systems. To support this growth, SnapShot has expanded its team in San Diego and has opened a second US-based office in New York, led by Clive Wood, the company’s newly appointed Vice President of Business Development for the East Coast.
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How To Evaluate Technology So That You Can Fail Fast & Succeed

Snapshot Blog - 7 June 2017
The only way humans learn to walk is by falling. Over and over and over again. We are creatures programmed to learn through failure. Over time, though, we condition ourselves to run from risk. To play it safe, become book smart for the grade, avoid crashing and burning at all cost. This is not a recipe for success. Failure is a necessary ingredient for innovation.
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Weekly Reads 19.05.2017

Snapshot Blog - 22 May 2017
booking.com-inset.jpg This week's reads are full of insights on bookings. The latest report by eRevMax shows Booking.com as the leading source for hotel bookings in several European countries. We also have an in-depth article on attribution models and the secret ways guests discover your hotel. Meanwhile, TripAdvisor embraces online food delivery with its Grubhub integration - a move that raises questions as to the company's long term strategy. To finish off, we delve into the news that Airbnb will provide 3% of revenue generated from bookings in Mexico City to the city's government.
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An Open Letter to Independent Hotels About Getting Ahead

Snapshot Blog - 11 May 2017
We’ve all had a friend who wants to control everything. You know the one. She plans the weekend away, decides what room each person should get, and makes all the dinner reservations. While it’s annoying sometimes, there’s no doubt that she’s efficient and, for the most part, she knows how to get everyone on board for a good time. There are perks for her, and there are perks for you.
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SnapShot and 5stelle* Join Forces to Provide Hoteliers with State-of-the-Art Analytics

Snapshot Blog - 5 May 2017
SnapShot, provider of fully integrated applications for the hospitality industry, and 5stelle* are proud to announce a new partnership, whereby the cloud property management system’s clients now have even more advanced analytics at their fingertips.
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The Weekly Reads 28.04.2017

Snapshot Blog - 28 April 2017
We have truly great reads for you this week. It seems like everybody is talking about data these days, but how can data impact your hotel? Read the break down on our blog. Also we have two great articles on digital marketing for hotels: Facebook Begins Retargeting Potential Travelers with Ads Featuring Flight Info and How to Increase Travel Website Bookings, Automatically.
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How Data Can and Should Impact Your Hotel

Snapshot Blog - 28 April 2017
Analytics, numbers, and key performance indicators play an important role in every business and your hotel is no different. There are hundreds of different ways to calculate, display and act on property performance. Today, data can impact your property several ways. Your daily operations and guest experience are among the top areas data can make a significant impact.

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