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  • New Global Directors Join the 2018-2019 HFTP Board

    The HFTP 2018-2019 Global Board of Directors was installed during the association's 2018 Annual Convention and introduces new directors Toni Bau, Carson Booth, CHTP and Mark Fancourt. These extensive director profiles give insight into the distinguished professions and personal goals of HFTP's newest association leaders.

  • Letter from the HFTP Global President: At the End of the Year, We Reflect on the Best of the Year

    As we prepare to transition to the new HFTP Global board at the 2018 Annual Convention in October, I would like to take the time to reflect on my year serving as HFTP Global president.

  • Members Only: 2018 HFTP Compensation and Benefits Report

    By Tanya Venegas, MBA, MHM, CHIA. Results to the biannual survey conducted by Hospitality Financial and Technology Professionals (HFTP). Information includes data on compensation and benefits trends for finance and technology professionals in the club and lodging industries.

  • IT Spending in the Lodging Industry Three-year Analysis: 2015–2017

    By Agnes DeFranco, Ed.D., CHAE; Arlene Ramirez, CHE, CHAE; and Tanya Venegas, MBA, MHM, CHIA. PART II: An analysis of IT spending data in the lodging industry based on reporting in the new USALI Schedule 6 — Information and Telecommunications Systems.

Key characteristics of outstanding customer support

StayNTouch: Hotel Technology Trends Blog ·16 November 2018
Good customer service is different from company to company, but there are some key characteristics of superior customer support.

Holding Providers Accountable is a Critical Part of a Hotel's Success

StayNTouch: Hotel Technology Trends Blog · 5 November 2018
When it comes to the hotel industry, suppliers and vendors are at the heart of many processes and activities and as such play a key, if not a critical role in your hotel’s success. Hotel operators and suppliers alike agree that forging strong, long-term relationships is critical to success. But like any relationship, it takes work. All relationships require effort to maintain, and accountability is probably the single most important element fuelling truly successful business relationship.

IT Service Accountability Issues: They're More Common Than You Think

StayNTouch: Hotel Technology Trends Blog ·22 October 2018
In this digital generation, technology is at the core of almost all activity. It has changed the way we think and how businesses work. In the hotel industry, thousands of companies worldwide provide hundreds of software applications to help hotels and hotel companies manage operations to provide better guest service.

Budget Season: The key tech considerations for 2019

StayNTouch: Hotel Technology Trends Blog ·15 October 2018
Budget season is well and truly upon us. Hotels everywhere are in the throes of preparing their annual budgets – if not close to completion. While there are many facets to every budget, each year, technology is taking up a bigger portion of hotel sales, marketing, and operations budgets. Why? Because consumer expectations are growing and technology has become imperative to enhance the guest experience. Today, guests expect technology to be at their fingertips throughout their stay, align with their smart devices and enhance their experience with your property in a way that is convenient, instantaneous and personal.

Ancillaries represent a significant opportunity for hotels

StayNTouch: Hotel Technology Trends Blog · 8 October 2018
A new trend report by Skift, sponsored by iSeatz, highlights that ancillaries will play a much more central role in the entire process of hotel and customer engagement. They will no longer be a mere supplement to other travel products but will increasingly become the main event.

What does TripAdvisor's move to social mean for hoteliers?

StayNTouch: Hotel Technology Trends Blog · 1 October 2018
If you’ve been living under a rock this past week or two you might have just missed TripAdvisor’s unveiling of its new site and mobile experience. The debut of Travel Feed, which will roll out later this year, is more or less TripAdvisor’s move into the social media world – These days, there’s a social media app for everything, the world has become more social, so naturally, TripAdvisor has made one for travel.

How Combining Data & Psychology Can Increase Hotel Revenue

StayNTouch: Hotel Technology Trends Blog ·17 September 2018
Humans are, in some ways, predictable – something that can come in very handy for businesses who can take advantage of a visitors’ cognitive bias and make better decisions about the products and services they offer.

Does Technology Dehumanize The Travel Experience?

StayNTouch: Hotel Technology Trends Blog · 7 September 2018
If any industry lives or dies on its customer service, it has to be the hospitality industry. For almost all hotels, the process of interacting with guests has remained fundamentally unchanged for decades; hospitality involves making others feel comfortable and it is thought that these long-standing traditional values can only be successfully delivered and received as a face-to-face, or rather a human-to-human, interaction with guests. It is a very basic need for the industry.

Guest Experience: 3 Ways Hotels Can Get It Wrong

StayNTouch: Hotel Technology Trends Blog · 5 September 2018
Did you know that for 25% of travelers it takes just one bad experience to swear off a hotel brand and find an alternative? Guests have high expectations – and they continue to rise. When hotels get the guest experience right, their guests should hardly notice, but boy, when hotels get it wrong, guests can become hyper-aware of gaps in their experience and share it with family, friends and all over review sites.

Direct Booking Wars, Google, Airbnb: Is the OTA's Position Unshakable?

StayNTouch: Hotel Technology Trends Blog ·20 August 2018
When it comes to online distribution OTAs have the majority of market share for online reservations. OTAs control approximately two-thirds of all online bookings with no signs of its growth slowing down; it’s predicted that the two biggest players, the Priceline group (which includes and Expedia will account for 94% of all online bookings by 2020.

The Evolution Of Online Travel Distribution & Its Impact On Hotels

StayNTouch: Hotel Technology Trends Blog ·13 August 2018
It’s easy to forget that we didn’t always complete bookings via the internet. Before the advent of online check-in and price comparison sites, airline tickets and hotel reservations usually involved booking via tour operators or travel agents. If you wanted to make a hotel booking independently, you would have to research the one you wanted through a guidebook, more than likely make an expensive international call, and follow up with a letter!

Technology-Based Hotel Amenities: What Do Guests Care About Most?

StayNTouch: Hotel Technology Trends Blog · 7 August 2018
Hotel amenities have evolved immensely over the past 40 years. Guests now expect so much more and hotels are facing a constant need to add or update amenities to accommodate guests’ ever-changing expectations.

How Travelers Use Online & Social Media Channels To Make Decisions

StayNTouch: Hotel Technology Trends Blog ·31 July 2018
The world is on the move. The global travel economy of $5 trillion (and growing) is one of the world’s largest industries and according to a report by World Tourism Organization people are traveling more than ever. Globally, on average, every day, more than 8 million people fly and it is estimated that by 2030 a global population of 8.5 billion people will take approximately 2 billion international trips.

How Millennials Are Influencing Change In The Hospitality Industry

StayNTouch: Hotel Technology Trends Blog ·17 July 2018
Each generation has an impact on society and millennials seem to be an unstoppable force. Poised to reshape the economy, millennials are influencing changes in industries across the board and are forcing companies to change how they do business.

Hotel Technology: Trends Impacting the Hotel Experience

StayNTouch: Hotel Technology Trends Blog · 3 July 2018
While not all guests (yet) are digital natives, the majority of them use their mobile as their primary way of interacting with the world around them. So, not surprisingly, when it comes to their hotel stay and travel technology, consumers have high expectations – they want hotels to make their life easier and less stressful. Not only that, but they expect to be recognized and seek a high degree of personalization throughout their entire journey; pre, post stay and mostly importantly during the actual onsite experience itself.

How SaaS is Changing Hotel Business Models & Improving the Guest Experience

StayNTouch: Hotel Technology Trends Blog · 9 January 2017
Cloud computing and Software as a Service (SaaS) are two terms you hear almost every day. While both are different things they are closely related terms of the same idea - it's like describing two sides of the same coin. Cloud computing, also known as on-demand computing, is where you use a network of remote servers hosted on the Internet to store, manage, and process data, rather than a local server or a personal computer - most users encounter cloud computing in the form of SaaS. i.e. SaaS is a method of software delivery that allows data to be accessed from any device with an Internet connection and web browser.

Hotel Management: We Now Live in a Subscription Based Economy

StayNTouch: Hotel Technology Trends Blog · 5 January 2017
Changing consumption habits are changing the global business landscape. Currently there is a massive shift underway in the way we consume goods and services; we are moving away from a pay-per-product model to a subscription-based model and would now rather subscribe to services than drum up the cash to own products. The way we consume movies, listen to music, or even drive around in cars, is changing. Today, we prefer to subscribe to streaming music on the go, rather than build up bulky CD collections; subscribe to Netflix, Amazon Prime etc. instead of traditional video rental and subscribe to services like Zipcar to avoid the need to buy cars. We now value the convenience and flexibility of subscribing to services over buying products outright.

The Impact of Mobilizing your Hotel Staff

StayNTouch: Hotel Technology Trends Blog ·29 December 2016
As we have evolved into a mobile generation, businesses also need to be mobile. Many hoteliers are unaware that employee-facing technology has the greatest potential to not only enable employees to work better and smarter therefore improving daily operations but also help provide a better guest service.

New Hotel Technologies for Modern Rooms

StayNTouch: Hotel Technology Trends Blog ·28 December 2016
Technology is advancing at a faster pace than ever before, and this is changing both the expectations of customers’ and how businesses interact with their customers. The hospitality industry is no exception and, even though it is often viewed as a slower adopter of technology, hoteliers continuously look for the latest innovations, which would enable them to improve operational efficiencies and customer satisfaction.

SaaS PMS: A better Option for Hotels Economically

StayNTouch: Hotel Technology Trends Blog ·22 December 2016
Technology has become critical to attracting and retaining hotel guests, and today that means investing in a wide range of solutions that create immediate and personal engagement. However a huge consideration for any hotel is cost and with many unavoidable costs and tight margins, many hotels struggle with the decision to invest in new technology for their hotel. However, with a SaaS PMS the decision to invest should no longer be so hard – here’s why;

Hotel Technology: The Industry's Strategic Plans for 2017!

StayNTouch: Hotel Technology Trends Blog ·20 December 2016
As the year is nearing an end many companies are releasing their predictions for the year ahead. However, Zebra, a provider of hospitality solutions, have released their latest Global Hospitality Study with actual hard facts and figures on travellers’ preferences, technology requirements and opinions on the factors influencing their overall satisfaction and the hotel industry’s actual strategic technology and service plans for 2017.

Your 2017 Hotel Management Software Strategy

StayNTouch: Hotel Technology Trends Blog ·16 December 2016
Making their first appearance back in the 80's, the PMS, sometimes referred to as the hotel’s central nervous system, represents the backbone of hotel operations for the vast majority of hoteliers. The PMS is now responsible and essential for property and revenue management as well as distribution.

Are hotel front desks a thing of the past?

StayNTouch: Hotel Technology Trends Blog ·14 December 2016
A recent article featured on the Economist asked, “Why do hotels still bother with receptionists?” And to be fair, they have a point. For almost all hotels, the process of interacting with guests at check-in has remained fundamentally unchanged for decades i.e. The guest arrives on property; waits in a line, sometimes for a very long time; and a front desk clerk buries his or head in a computer to process the check-in, produce room keys and try to take care of the guests other “immediate” needs.

Top 5 Trends in the Modern Hotel PMS

StayNTouch: Hotel Technology Trends Blog · 8 December 2016
The past decade has seen the rise of a new generation of hotel PMS with the introduction of agile, flexible and cost effective cloud-based solutions - but as many hoteliers prefer to stick with their tried and test, if not a bit out-dated, PMS systems, IT spend and investment in the hospitality industry has been relatively low when compared with other industries. However things are looking up; a recent study showed that in 2015 on average 4.9% of hotel revenue was allocated to the IT budget vs. 2.6% in 2014. Similarly, software accounted for 12% of hospitality IT spend but is forecast to grow at 7% pa from 2015-18, outstripping other segments and 22% of hotels earmarked migrating to the cloud as a top tech priority in 2015.

2017: Technology will Fuel a More Demanding and Impatient Traveller

StayNTouch: Hotel Technology Trends Blog · 5 December 2016
In a little less than a month 2016 will come to an end, and we will welcome in a New Year. It also means it’s that time of year again where companies, regardless of the nature of their business are releasing their predictions for 2017 and the Priceline Group are first to the post with its travel technology outlook for the year ahead. Topping their list of eight predictions for 2017 is a greater desire by guests for instant gratification.

The Connected Traveler Expects Wi-Fi Now more than Ever

StayNTouch: Hotel Technology Trends Blog · 1 December 2016
The demand for Wi-Fi access is already huge globally and per Gigaom, by 2020 it is predicted that there will be 24 billion devices connected to the Internet – the vast majority of which will use some form of wireless for access. Connectivity demand is at an all-time high - some countries even spend 70% of their time on Wi-Fi and by next year it’s anticipated that Wi-Fi and mobile-connected devices will generate 68% of all Internet traffic!


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