Home' Hotel Management : HM AUGUST 2016 Contents OTAs are evolving into so much
more than a distribution channel.
With new tools that help hoteliers
talk to their guests in real time,
software that helps with pricing and playlists
to help travellers get into the mood for their
location, these platforms are ramping up their
offering to add value to their customers.
Expedia's new communication tool enables
hoteliers to connect directly with their guests for
a better and more personalised travel experience
EPC Conversations, accessible through
Expedia PartnerCentral, is designed to be an
easy-to-use platform that opens the lines of
communication between booked guests and
hoteliers via a message centre. Guests can
start a conversation by asking a question or
submitting a special request at time of booking.
Alternatively, the hotelier can reach out directly
to the guest.
Drew Bowering, director of market
management, Australia for Expedia Lodging
Partner Services, said: "Hoteliers have requested
the ability to communicate directly with guests
having made a booking across Expedia Group
websites. EPC Conversations was developed
to answer this need, allowing both the guest
and the hotelier to interact with each other,
to engage from the moment the reservation is
made and create memorable hotel experiences."
EPC Conversations is just one of the ways
Expedia PartnerCentral enables hoteliers
to connect with guests. Real-time feedback
provides hoteliers with immediate visibility into
guest sentiment by soliciting real-time feedback
after check-in by answering three quick
questions so hoteliers can address concerns
while the guest is still on the property. Expedia
PartnerCentral also provides easy access to
post-trip reviews from across all Expedia sites,
allowing hoteliers to identify guest feedback
that requires attention and thank guests for
staying with them.
SITEMINDER DEBUTS PROPHET
SiteMinder has launched 'Prophet', a real-
time market intelligence solution that takes
the guesswork out of pricing hotel rooms and
brings hotel software to the modern age. One of
the early adopters is Quest Apartment Hotels.
A spokesperson for the group said, "Being
a property of nearly 90 rooms, we find that
even half a dozen rooms moving on any single
date can result in major changes to occupancy
percentage, and ultimately result in lots of
changes to how we manage our revenue overall.
So, speedy and visually easy-to-read data is vital
-- and SiteMinder's Prophet provides that to us."
Prophet is relevant to OTAs and
intermediaries as the days of hotels just needing
to be online are simply over. Today they need
to be online, have a diversified distribution
strategy that incorporates both intermediary
channels and direct booking channels, and be
optimising their rates across all those channels.
WITH GOOGLE PLAY
Travel planning and booking site TripAdvisor
has teamed up with music-streaming service
Google Play Music to provide travellers
with two months of free access to curated
playlists tailored specifically for popular travel
destinations across the globe.
The new feature aims to transport travellers
to their destination of choice via locally-themed
playlists. Whether in the travel planning phase
or on the trip, users will be able to take "getting
into vacation mode" to a whole new level with
access to these curated playlists. Travellers
can listen to Cafe Italiano while sipping an
espresso in Rome, rave to the Underground
Club Sounds of Berlin, or dance to Sao Paulo
Funk, the app will provide access to a fun and
exciting array of well-known and hidden-gem
soundtracks for popular cities.
AMADEUS HOSPITALITY LAUNCHES
Christian Lukey, Head of Hotel Distribution,
Amadeus Asia Pacific told HM that
Amadeus has created a new Amadeus
Hospitality division following a number of
He said: "Last year Amadeus announced
the acquisition of Itesso, a provider of
cloud-native property management systems.
This deal brought us closer to our vision of
bringing together systems known today as
Central Reservation Systems (CRS), Property
Management Systems (PMS), Revenue
Management Systems (RMS), Sales and
Catering and others, into a cloud-based
community model platform which is fully
centred around the guest experience.
"This acquisition marked a step in
Amadeus' path to deliver on our commitment
in the hotel IT sector following our acquisition
of Newmarket, the US-based groups and
events specialist in 2013, and solidified by
the acquisition of Hotel SystemsPro and the
agreement to work with InterContinental
Hotels Group to develop a next generation
GRS (Guest Reservation System).
"Now, in June this year, Amadeus brought
these brands together under the Amadeus
to create a single point
of entry for hotels
and an approach
to innovation and
Amadeus' global scale
and scope. The idea
is to define, build and
deliver a technology
will reshape the
market and provide a
that delivers unique
EMMA CASTLE checks out the shiny
new tech tools that the big global players
have launched into the market recently.
44 HM The Business of Accommodation
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