AUSTIN, TX—As the world’s largest hospitality technology show, HFTP’s Hospitality Industry Technology Exposition and Conference (HITEC) sees its fair share of product launches and additions. This year’s show here in Austin, featuring more than 800 exhibitors and attended by more than 6,000 industry professionals representing 55 countries, was no different.
Here are some of the many products and enhancements to solutions that were introduced:
Itesso demonstrated the Events, Tasks and Notification feature of the Itesso Enterprise Lodging System (ELS) for the first time at HITEC 2015. This alerts hotel staff, based on their role, of various tasks created by certain events—either through a special notification console or using the Itesso notification app for mobile devices, including the Apple Watch. Uses for the solution include letting managers on duty know that a VIP is checking in, informing housekeeping that a room is being vacated and is ready to be cleaned, and advising reservations staff that a booking with a special request was received from an external channel. The ELS notification console can be set up to span multiple properties for maintenance and IT staff members who serve several hotel locations, or corporate team members who oversee a region or entire operations. Once a notification is received and a staff member accepts an action item, the alert is removed from the console of other users.
Newmarket International, Inc. launched gamification elements in its release of the Room Attendant module on HotSOS Mobile, designed to motivate employee performance and encourage consistency. The module, currently in beta release, utilizes information from the PMS and guest profile to direct room attendants to the next room to be cleaned. Room attendants earn points toward badges for performing well in key areas, such as preventing guest incidents, high productivity, reporting service orders and consistent quality inspection scores. Badges earned display on the welcome screen and may be used as a virtual currency that staff can potentially use for perks.
ALICE debuted an online and mobile training program for hotel employees around the world—ALICE Academy. The program is powered by technology from Grovo, and the Academy comes with the ALICE platform at no charge. ALICE Academy will offer video lessons on what ALICE is and how to use it. These functions include lessons on handling all aspects of guest requests, posting internal notes and chatting with guests. The training program will be delivered through Grovo’s cloud-based platform and enables accessible learning for employees. Additional training lessons will follow that focus on how to introduce the mobile technology to guests and encourage its usage, as well as how it can best be used to provide superior service. Other trainings to be added include one to help reap the benefits of the analytics dashboard.
ZDirect added a new response center to its eMarketing solution; this gives properties the ability to quickly respond to guest feedback and provide improved service via a centralized online portal. The response center features a streamlined email thread design that sorts based on priority. It is also enhanced by ZDirect’s Sentiment Analysis engine, which classifies feedback comments as either positive or negative, allowing hoteliers to sift through data faster. When guest survey responses are submitted online, property staff are automatically alerted and prompted to log in and reply. The system also keeps track of conversation history, utilizing the platform’s ability to link survey emails and responses to each guest profile maintained by a property. By responding directly from the ZDirect platform, properties can more quickly recover from guest satisfaction issues before they are potentially posted to social media.
iRiS Software Systems collaborated with Microsoft Corp. to improve its lobby product solution. Working in conjunction with Microsoft, the solutions provider has reimagined the interactive hotel lobby kiosk application serving as a digital concierge, to deliver a native modern Windows 8.1 solution. Originally designed to deliver information about the hotel’s facilities and its surrounding area, the new iRiS Lobby enables guests to use the Windows experience with animated widgets, Live Tiles and interactive swiping. Displayed on a large format touchscreen, they will be able to access information such as city attractions, local weather forecasts or interactive maps, including directions for walking, car and public transport. All the previous functions, including multiple languages and the real-time reporting module, are still available.
Cendyn/ONE showcased eConcierge 2.0, which offers guests an application to manage their entire guest experience using any device. It is fully integrated with Cendyn/ONE’s Data Intelligence platform, which means hotels can utilize its turnkey integration, profiling, marketing automation and business intelligence. eConcierge 2.0 will work seamlessly with eInsight, Cendyn/ONE’s CRM solution. Guests may build profiles and an itinerary with advance requests and bookings, and, once on site, use the application to access hotel information and services in real time. For hotels and resorts, eConcierge 2.0 offers the opportunity to engage and interact with guests with direct messaging as well as offers based on predetermined triggers. Other core features include advance check-in; proximity alerts; real-time, instant message communication with guest services agents; Apple Watch integration; multichannel messaging; and interactive room service.
LG Electronics USA introduced its 2015 line of 4K Ultra HD hotel TVs, ranging from 43- to 79-in. class sizes. The new UX970H series—available this fall in 49-, 55-, 65- and 79-in. class sizes—features the Pro:Idiom Digital Rights Management system, LG’s Pro:Centric interactive TV platform, and embedded b-LAN. The UX340H commercial-lite series will be available later this summer in 43-, 49-, 55- and 65-in. class sizes. In addition, LG is expanding the capabilities of the Pro:Idiom platform. New features include 4K Ultra HD content as well as Pro:Idiom Mobile and watermarking capabilities. The subscription-less Pro:Idiom mobile system allows users to log into the hotel’s network from a mobile device and stream the hotel content anywhere in the hotel property.
SHR previewed its new reporting module, Windsurfer Analytics, during HITEC 2015. The module offers over 20 reports that can be filtered based on any aspect of a reservation record, allowing users greater visibility of performance of different channels, marketing promotions, packages, etc., according to the company. The module comes with a customizable dashboard that users can set up depending on their specific needs. The entire reporting module is responsive with any device. Hotel chains and brands have access to consolidated numbers across their entire portfolio, or they can choose to drill down to specific regions or hotels.
BookAShuttle.com released its shuttle management software package for hotel operators, shuttle-company owners and parking-lot managers. BookAShuttle.com is a cloud-based software program that lets the hotel team manage shuttle pickups and drop-offs, driver assignments and parking spaces, all from a desktop or mobile device. Users can calculate rates based upon pickup and drop-off locations, or time; produce reports; and market services directly to guests. The software supports Windows, iOS and Android devices using the browser. Front-desk staff, management, drivers and guests all can communicate with each other using SMS texting or email. Confirmation notices can be shared, pickup dates and times can be viewed, and current statuses can be updated. The system also allows guests to remit quality-of-service feedback; provides analytical data to help improve route costs and fuel mileage; and issues parking passes. The company’s shuttle-management software also lets the team manage the parking lot. The software keeps track daily of how many vehicles are arriving, how many are departing, and how many parking spaces remain.
Telkonet, Inc.’s EcoTouch wireless thermostat launched; it offers a minimalistic design and customizable user interface. According to the company, EcoTouch introduces several features that improve guest comfort, energy savings and room environment, including touch capacitive interface, next generation proximity sensing and dimming functionality. At only 15mm thick, the thermostat covers a standard single gang electrical box, and implements all of the intelligence of the EcoSmart energy management system. Through the use of onscreen controls and a completely flush glass design, the interface may be customized or branded as required for each deployment.