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Articles by Pierre Boettner
High Performance Hotel Upselling Requires a Holistic Approach to Hotel Technology | By Pierre Boettner – Hospitality Net
We were well into the COVID-19 lockdowns when we decided to launch ROOMDEX. It was a surprisingly easy decision - we knew each other well and when discussing how we could best help hoteliers through and beyond the pandemic, the answer was just so evident. Upselling clearly offers the best opportunity to create ADR and RevPAR lift while increasing guest satisfaction.
You want to enhance the guest experience - so how do you know what’s wrong with it?
By Pierre Boettner, CEO, hospitalityPulse Enhancing the guest experience seems to be on every hotel executive’s mind these days. There isn’t a conference where speakers from the industry aren’t professing the improved guest experience to be the single most important point of their attention – and I am confident, HITEC this year will see a slew of companies, speakers, and visitors speaking of and about how to enhance their guest experience.
HN360: The Integrated Revenue Generation Team
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Why Hoteliers Should Take the new EU Regulations Very Seriously
SEO: Google shortens search result snippets and makes significant changes to Google My Business. Google has confirmed that only about five months after increasing the length of search results snippets, it has now decreased the length of these s
What's Hot at HITEC This Year – Hospitality Net
The hospitality industry is constantly on the cusp of progressive, guest-centric reform — but we're seeing this push for technological change influencing this more than ever before. With the widespread emergence of intelligent solutions, mobile technology and more, hoteliers and guests alike have an exciting hospitality experience in store as we move into the future.
Will Automation Be the End of the Hotel Check-in Desk?
But leader-centred enterprises are quickly becoming outdated and irrelevant, as consumers across all service and product offerings become more educated, connected, mobile and discerning. And perhaps even selfish. That is, the proverbial script has
The Hotel Technology Ecosystem - What Does the Future Hold?
By Pierre Boettner Often described as antiquated, hotel technology has advanced at a much slower pace when compared to other industries. However, as we observe the on-going momentum and emergence of new trends, it’s become apparent that the hotel systems space is finally making strides to catch up. In fact, hospitality technology has come a long way.
The Hotel Technology Ecosystem - What Does the Future Hold? | By Pierre Boettner – Hospitality Net
Often described as antiquated, hotel technology has advanced at a much slower pace when compared to other industries. However, as we observe the on-going momentum and emergence of new trends, it's become apparent that the hotel systems space is finally making strides to catch up. In fact, hospitality technology has come a long way.
How to Win at the Hotel Technology Innovation Game Through Symbiotic Partnerships
By Pierre Boettner When it comes to hospitality technology, finding symbiotic technology partnerships for your product can be an advantageous way for your company and products to embrace innovation continuously. Aligning your solutions strategically with like-minded companies offering cutting-edge technology, hospitality experts can better generate ideas, streamline processes, and cultivate their product offering for eager hoteliers.
How to Win at the Hotel Technology Innovation Game Through Symbiotic Partnerships | By Pierre Boettner – Hospitality Net
When it comes to hospitality technology, finding symbiotic technology partnerships for your product can be an advantageous way for your company and products to embrace innovation continuously. Aligning your solutions strategically with like-minded companies offering cutting-edge technology, hospitality experts can better generate ideas, streamline processes, and cultivate their product offering for eager hoteliers.
Enhancing Your Hotel Operations Using Insights
Specifically, with the mounting evidence that excessive eating of grains - particularly those that are highly processed - can lead to obesity and a myriad of other related diseases, the consumption of these mainstays may be on the verge of a drama Today's Supplier News Upcoming Events Arabian Travel Market22-25 April, 2018Dubai International Convention Centre, Dubai, United Arab Emirates ILTM Arabia22-23 April, 2018Dubai International Convention Centre, Dubai, United Arab Emirates HFTP...
Why the Way Your Hotel FEELS Is Impacting Your Bottom Line
Built-In from the Ground Up Hotel design aspects have lined up with wellness construction counterparts and evolved into a thriving wellness-driven real estate market. This marks a profound shift in the design and permutation of wellness and hospita
Enhancing Your Hotel Operations Using Insights – Hospitality Net
Any hotelier looking to continuously propel their operations and guest offering forward, is faced with the same question. What can we do to create memorable experiences and keep guests coming back? In the age of hyper-personalization, it's worth taking a more fundamental look at how these experiences are composed, and what we in the hotel industry can do to help create them.
HN360: Hopping Aboard the Experiential Bandwagon
Nearly 20% of business time is spent searching for information.[i] That's one full day per week. I know the impact of this lost time all too well. During my many years spent running an outsourced revenue management service for brands like citizenM
The Technology You Don’t Want to Miss at ITB This Year – Hospitality Net
It comes as no surprise that ITB Berlin is considered one of the can't-miss industry events each year, especially for those hospitality professionals always eager to learn, "What is the next big thing?" Running from March 7th-11th, ITB Berlin is an international, annual tradition featuring the best of the best in new travel technology, guest experience enhancements, networking opportunities and more.
How Actively Using Influencers Can Help Your Bottom Line
In this article, we'll take a look at some of the indoor and outdoor activities hoteliers can organize for hotel guests in order to make their stay amazing. City Tours If your guests are coming to the city for the first time (you can ask them this
5 Can’t Miss Things to Experience at ITB Berlin 2018 – Hospitality Net
The perfect vacation, whether a relaxing getaway, an adrenaline-packed adventure or a balance between business and pleasure, takes a great deal of work. In fact, it takes a village — one which can be found within the hospitality industry. Our industry is rife with passionate professionals eager to apply the latest trends and technology to their service offering, as they work to continuously enrich the guest experience.
There’s Hidden Money in Your Operation – and it is Affecting Your Guest’s Satisfaction Too! – Hospitality Net
I remember when I started my career in the early 90's. As the Sales & Marketing Manager for an Airport Hotel in Europe, I had been tasked to figure out what this GDS business really was – High yield, and some 20% of our bookings, and we had no idea! I had just finished hacking into Fidelio's database, so we could build better reports on what our business actually was, where it was coming from, and maybe figure out how we could improve on it.
There's Hidden Money in Your Operation - and It Is Affecting Your Guest's Satisfaction Too!
By Pierre Boettner CEO and Founder hospitalityPulse I remember when I started my career in the early 90’s. As the Sales & Marketing Manager for an Airport Hotel in Europe, I had been tasked to figure out what this GDS business really was – High yield, and some 20% of our bookings, and we had no idea! I had just finished hacking into Fidelio’s database, so we could build better reports on what our business actually was, where it was coming from, and maybe figure out how we could improve on it.
The Most Significant Cultural Threat for our Industry in 2018
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The Most Significant Cultural Threat for our Industry in 2018
This email is sent to you (_t.e.s.t_@example.com) with permission as part of your Hospitality Net registration.Click here to update your info or click here if you wish to unsubscribe. Hospitality Net, Boschcour 54, Maastricht 6221 LH, The Netherlands
The Customer Service Gap...
To help you think about your customer service Tourism Tidbits suggests that you consider the following. - Customer service is not merely about smiles and dealing with difficult people, it is directly related to the tourism industries profitability
How Leading Hotels Innovate By Solving Problems | By Pierre Boettner – Hospitality Net
Lodging Magazinerecentlypublished its picks for the "Five Innovative Hotels of 2017," and in almost all cases the emphasis was on the décor and architecture. Floor-to-ceiling windows made a big splash, as did local artists, and various and sundry takes on the cocktail bar experience. I love a good hotel as much as anyone, and there are several on this list I would certainly enjoy staying at; however, the term "innovative" here is a little misleading. Design-forward? Yes. Architecturally stunning?
Attribute Based Selling, Being Stuck in a Bad Relationship and the Possibility of an Affair
Not much has fundamentally changed in the world of hotel systems. We are still selling room categories at a set price, we are still posting charges to guest folios, and are still checking guests in and out of the hotel. In an age where our smartphones could run any PMS developed in the early 2000's, we need ever more powerful machinery to serve up the same essential functions.
Reinventing the Spa for the 21st Century
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Who Cares If You’re Losing a Little Money Here & There?
By Pierre Boettner What hotel owner or GM could be blamed for sleeping a little more soundly after seeing a chart like this? Hotels are at the top of the mountain after years of clawing profits back up from the economic crash of 2009. All amidst the rising cost of doing business with OTAs and rapidly increasing supply. There’s a lot to be thankful for.
Who Cares If You're Losing a Little Money Here and There?
What hotel owner or GM could be blamed for sleeping a little more soundly after seeing a chart like this? Hotels are at the top of the mountain after years of clawing profits back up from the economic crash of 2009. All amidst the rising cost of doing business with OTAs and rapidly increasing supply. There's a lot to be thankful for. And there's a lot to do because we all know the way economics works, and when you're at the top of the mountain, you can either plateau or start hiking downward.
The Unfinished Business of Revenue Management: Investment Abandoned
Hotel revenue management is on the verge of something of a second renaissance; the field is propelling itself toward the notion of Total Hotel Revenue Management. It is one that revenue managers have foreseen—in fact, requested—for many years now, and the idea is that revenue management should move beyond room pricing and channel strategies, beyond Pace reports and market segment reviews, and move to identify profitability gaps and opportunities across the entire operation.
The Incredible Shrinking Front Desk - An Opportunity to Manage Differently
By Pierre Boettner The front desk was once the epicenter of the hotel, where guests did so much more than check in and check out. It was the place where they received answers to their questions, called in for a pillow or a hairdryer or a ride, ordered things up and got things sent down, and even made their next reservation. For requests that didn't "belong" there, like housekeeping or a reservation at the restaurant, the guest's only choice was to use the front desk as home base.
The Incredible Shrinking Front Desk - An Opportunity To Manage Differently
The front desk was once the epicenter of the hotel, where guests did so much more than check in and check out. It was the place where they received answers to their questions, called in for a pillow or a hairdryer or a ride, ordered things up and got things sent down, and even made their next reservation. For requests that didn't "belong" there, like housekeeping or a reservation at the restaurant, the guest's only choice was to use the front desk as home base.
Can The Front Desk Really Be Measured?
By Pierre Boettner Anyone who's gone to business school has heard the adage, "What gets measured gets managed." If something isn't measurable, it can't or won't be managed. Or, if you try, you're likely to fail. While the rise of big data may have some hotels feeling buried in measurement, I can guarantee that, still, no one knows what's going on with the front desk.
Can The Front Desk Really Be Measured?
Anyone who's gone to business school has heard the adage, "What gets measured gets managed." If something isn't measurable, it can't or won't be managed. Or, if you try, you're likely to fail. While the rise of big data may have some hotels feeling buried in measurement, I can guarantee that, still, no one knows what's going on with the front desk. Ask industry experts how to measure the front desk, and they invariably say occupancy, ADR, by extension RevPAR, arrivals, and departures.
The Simplest Solution to Traveler Anxiety
By Pierre Boettner Skift has coined a new term: permanxiety. "The near constant state of anxiety that exists now around the world." I don't love the term, but I get where they are coming from. People are anxious, not just about travel, but about natural disasters and political upheaval and terror attacks.
The Simplest Solution to Traveler Anxiety
Skift has coined a new term: permanxiety. "The near constant state of anxiety that exists now around the world." I don't love the term, but I get where they are coming from. People are anxious, not just about travel, but about natural disasters and political upheaval and terror attacks.
What Can Today’s Hotelier Really Sell?
It all began a few years ago when the airlines started the practice of merchandising ancillary items either onboard flights or during the booking process. They pulled back on offering complimentary items such as pillows, headphones, meals, and so on. For these simple conveniences, travelers must now pay a premium. The industry wholeheartedly expected that there would be a major backlash.
Direct Booking Woes? Let Guests Buy Room Attributes!
It should come as no surprise that guests want to pick their rooms. According to a Hilton survey, 84% of business travelers want to choose their own room (Fortune). I'm not sure why leisure travelers don't have a say, but I'll tell you what both groups really want. It's not to pick their exact room. That requires too much energy, never mind knowledge of the hotel you plan staying at. Think if the car rental company asked you to pick your car down to the VIN number. No, thank you.
Direct Booking Woes? Let Guests Buy Room Attributes!
By Pierre Boettner, Founder and CEO, hospitalityPulse It should come as no surprise that guests want to pick their rooms. According to a Hilton survey, 84% of business travelers want to choose their own room (Fortune). I’m not sure why leisure travelers don’t have a say, but I’ll tell you what both groups really want. It’s not to pick their exact room. That requires too much energy, never mind knowledge of the hotel you plan staying at.
Direct Booking Woes? Let Guests Book By Feature
By Pierre Boettner, Founder and CEO, hospitalityPulse It should come as no surprise that guests want to pick their rooms. According to a Hilton survey, 84% of business travelers want to choose their own room (Fortune). I’m not sure why leisure travelers don’t have a say, but I’ll tell you what they really want. It’s not to pick their exact room. That requires too much energy. Think if the car rental company asked you to pick your car down to the VIN number. No, thank you.
If You Don’t Give Guests What They Want They’ll Go Elsewhere
How Hoteliers Can Increase Revenue & Satisfaction by Giving Guests What They Want When They Want It By Pierre Boettner The hotel shopping model is changing. We see it in the growth of vacation rental sites like Airbnb and HomeAway. We see it in the shift from cookie cutter chains to boutique hotels that reflect the uniqueness of their location. And we see it in the travel trend toward personalization.
If You Don't Give Guests What They Want They'll Go Elsewhere
The hotel shopping model is changing. We see it in the growth of vacation rental sites like Airbnb and HomeAway. We see it in the shift from cookie cutter chains to boutique hotels that reflect the uniqueness of their location. And we see it in the travel trend toward personalization. Today's discerning travelers not only want individualized experiences tailored to their priorities, but they expect their hotel rooms to provide more than just a bed to sleep in.
The Abandoned Booking Epidemic: What Guests Want in a Hotel Online Booking Experience
By Pierre Boettner Founder and CEO, hospitalityPulse Whether you book via an online travel agency such as Expedia or you book directly with the hotel, the booking process can be cumbersome. Companies such as Trivago try to eliminate the need for searching around for prices from multiple websites in order to book a room. Trivago, in one of their television spots, says it is as easy as “putting in your check-in date, your checkout date and pressing the SEARCH button”. But is it really that easy?
The Abandoned Booking Epidemic
Whether you book via an online travel agency such as Expedia or you book directly with the hotel, the booking process can be cumbersome. Companies such as Trivago try to eliminate the need for searching around for prices from multiple websites in order to book a room. Trivago, in one of their television spots, says it is as easy as "putting in your check-in date, your checkout date and pressing the SEARCH button". But is it really that easy?
Disrupting the Booking Process
By Pierre Boettner I loathe the word disruption for all of its overuse, but unfortunately, it is the only term that comes to mind when I think of the hotel booking process, where a real jolt and complete rethinking is sorely needed. I don't mean new designs or new flows, or new ways of checking in and checking out. I believe that we must entirely rethink what guests are looking for, and how to provide it to them. The retail industry is presently innovating at a rapid pace.
Disrupting the Booking Process
I loathe the word disruption for all of its overuse, but unfortunately, it is the only term that comes to mind when I think of the hotel booking process, where a real jolt and complete rethinking is sorely needed. I don't mean new designs or new flows, or new ways of checking in and checking out. I believe that we must entirely rethink what guests are looking for, and how to provide it to them. The retail industry is presently innovating at a rapid pace.
Selling Room Features is the Future
By Pierre Boettner It's hard to imagine a time before shopping carts, but it really wasn't that long ago. Sylvan Goldman, who owned a number of grocery stores in post-Depression America was the mastermind behind the shopping cart. His was a business problem to solve. The stores were suffering, and he needed shoppers to buy more groceries.
Selling Room Features is the Future
It's hard to imagine a time before shopping carts, but it really wasn't that long ago. Sylvan Goldman, who owned a number of grocery stores in post-Depression America was the mastermind behind the shopping cart. His was a business problem to solve. The stores were suffering, and he needed shoppers to buy more groceries.
Game Theory and Managing Change In Hotels
by Pierre Boettner Perhaps it was the surreal location that inspired it, but last week as we introduced pulseLink at the Atlantis resort in Dubai, I had a moment of clarity about how hotels change processes. As we watched the staff navigate the nascent stages of using a new tool—a tool that will make them more efficient and effective at their jobs—I noticed their resistance. Some staff wanted to go around the new system, straight to the PMS.
Making the Impossible Possible: The Magic of Hotel Room Allocation & Distribution Technology
By Pierre Boettner The average nightly rate for a hotel room in Nashville last year was $261. In Boston, the average was $257.[1] For the average four-night stay in either destination, a guest invests over $1,000 without anything to show for it but a tiny bottle of shampoo and good memories. Know what else costs $1,000? A brand-new, stainless-steel refrigerator. And if the store delivered the wrong one, would they shrug their shoulders like a front desk agent? Of course not.
LED - The brighter alternative to incandescent lighting
Saima Shafi, Co-Founder of LED lighting specialist LED Eco Lights, offers a view on why LED filament lamps offer many advantages over traditional incandescent light bulbs. For almost 150 years, the incandescent light bulb has been shining bright to provide a reliable and effective means of illumination for millions of homes, hotels and businesses.
Josephine Bright Goods LED filament lamps on show at Blenheim Palace
An exhibition of works by Italian artist, Michelangelo Pistoletto, featuring Bright Goods ‘The Josephine’ LED filament lamps is on show at Blenheim Palace. Displayed in the China Ante Room inside the palace, the exhibit named ‘quadro di elettrici’ (painting of electric wires) features aesthetic, long linear wires hanging from a wall with Josephine LED filament light bulbs.
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