Monday, December 5, 2016

eRevMax forms an Industry-Academia Partnership with Centro Europeu

Last month I attended the Centro Europeu (The European Center), a premier professional training institute in Brazil to give students hands-on training on multiple hotel technology solutions that has become critical for new professionals. The university has partnered with eRevMax the global leader in hotel connectivity solutions to collaborate on skill development and research.

As the hospitality industry in Brazil shifts towards online and mobile, the demand for skilled individuals who understand how technology can be deployed effectively to achieve productive and inclusive growth will only increase. As part of the partnership, the students of Centro Europeu Hotel Management Program receive training from accredited professionals from eRevMax on revenue management and how to use technology products like RateTiger.

eRevMax is the leader in channel management industry from last 15 years and the company has been transforming the hotel online distribution from its inception. Hospitality industry is one of the booming sectors which still lack skilled professionals and our partnership will connect the dot between technology and skilled workforce.



It was an enormous pleasure to see how the future hospitality professionals are keen to learn how technology is shaping the industry. Luis Fernando Queiroz Maingué - Academic Director, Centro Europeu was very excited about this partnership saying, "The use of the eRevMax software in the Revenue Management discipline of the Hospitality Course is in line with the Centro Europeu teaching proposal, which is to meet the real needs of the market and training of professionals for different areas.” He also added, “We are very grateful to eRevMax, because it is partnerships like these that make the course so popular for over 20 years.”

This partnership will help eRevMax to not only build its functional expertise through research collaboration but also contribute to strengthening the industry readiness of the talent stepping out of campuses through curricula building, live projects and various engagement activities.

Posted by Alex Moura, Regional Sales Director North America, Brazil and Caribbean at eRevMax


Friday, November 25, 2016

Did you know what trended at WTM 2016?

One of the leading travel trade events, WTM attracts thousands of hospitality and travel trade professionals from across the globe every year. This year was no different with over 51,000 visitors in attendance. The show has grown at an unprecedented rate in recent years making it the event where the industry conducts business.


eRevMax attracted a lot of visitors with its innovative product offering as well as unique stand design hosting a giant tree with colourful beach balls lending vibrancy to the Travel Technology Hall.

The company was there to promote its new hospitality operating system LIVE OS which is a one-of-its-kind platform in the industry today. It received a lot of positive comments with technology veterans using terms like ‘awesome’, ‘revolutionary’ and ‘mind-blowing’ to describe LIVE OS. Hotel clients were happy to talk about their association with the company and how they are benefiting from using eRevMax products on a daily basis. Here is a video of one such happy customer!



Reuel Ghosh, CEO, eRevMax was invited to present a session on Hospitality Operating System at the Travel Tech Theatre on Monday, the day when attendance is by invitation only at the show. The session saw an attendance of over 100 trade visitors, many of whom later visited the eRevMax stand TT550 to find out more about eRevMax offerings. Here is a quick glimpse of the session recording for those who missed it.

 
The event proves to be a perfect platform for hoteliers and travel technology companies from Europe, Middle East and Asia Pacific to explore new technology offerings and partnership opportunities.




Monday, November 14, 2016

3 ways to gain market share from OTAs

The online travel agents are becoming more powerful day-by-day and they are eating others lunch, especially of hoteliers. The more powerful OTA means higher commission for hotels that lead to lower profit for the hotels and this has become the pain points or bottlenecks for the hoteliers. This is the high time for the hotels to take action to gain market share from the OTA’s to retain their profit percentage. In this case hoteliers are left with two choices either to increase their room rate to maintain their profit or to find out other way where they can increase direct booking maintaining a fair balance with OTAs to get maximum outcome from their revenue strategy. Since hotel business is very price sensitive the first option is little difficult to implement in this competitive market - if a hotel increases its room rate then they may not get business at all. Now the hoteliers are left with the second option and they can better think of increasing direct booking coming from their Brand.com.


In last couple of years I’ve been constantly reviewing how the hospitality industry is changing and how hoteliers are looking into more direct business. Here in this article I’d like to suggest three ways in which the hotelier can gain market share from the OTA’s.

User driven design:
Responsive Design: You should have a responsive website which should be used in mobile because now a day’s most of the people only use mobile for doing their hotel booking. 
Content Marketing: The content is powerful. The photo gallery, room details are something what a user look for and content drives new traffic from the search engine. A website with good and organised content always drives more traffic to your website that can convert your potential guest to loyal customers.

Website- Your Best Salesman

Your hotel website is your sales conversion engine. You should design your website in a manner where it will help you to increase your look-to-book ratio. The increase in look-to-book ratio means more sales and your attempt should try to convert each of the visitors as your potential customers. For doing this you need to keep few things in mind: 
Meta Search Allows for Direct Bookings

Meta search is considered to be one of the biggest digital marketing trends for hoteliers in current time. It is anticipated to be the fastest growing method of brand awareness and growth, and hotels should be encouraged to utilize these channels, including them as part of their distribution portfolio.

While OTAs continue to lead the third party sales industry, they have one very big disadvantage for hoteliers - bookings are made exclusively through the merchant site, for which the brand will pay a nominal fee.

Meta search allows for visitors to book either through OTAs or through the brand website, helping to increase direct sales. Meta search sites such as TripAdvisor have been criticized for favouring OTAs with which they have a partnership, but direct information is available, which is more than can be said for OTAs themselves.

Turning OTA booking into direct booking

The hotelier should always try to convert the OTA booking into the direct booking. The first step to this can be to have the guest email address and to add him to your loyal customer’s data base. One of the best ways to attract these guests can be emailing them about the special rates and plans of your hotel.  In addition to this the hotelier can reply to the comments and reviews of guests on different OTA’s. Replying to the reviews help a lot in increasing the loyalty of your brand and converting them from OTA to direct booking.

As technology advances with enormous pace we’ll see more hoteliers will implement a clear balance of direct and OTA strategy to drive more revenue.

Posted by Omprakash Singh, Business Analyst, eRevMax

Wednesday, October 26, 2016

Introduction of TrustYou Tile - Manage Guest Reviews from LIVE OS Platform

As a hotelier, you know that engaging with your guests is crucial for developing loyalty and converting them into your biggest brand ambassadors. We know you want to monitor each and every conversation, and respond to it. That’s why we are pleased to present to you the world’s largest Guest Review Management platform – Trust You in LIVE OS.

You can now access your guest reviews and ratings directly on your LIVE OS dashboard. From booking your hotel until after the guests check out, TrustYou's products help hotels leverage guest feedback to impact the entire guest journey.

It is the undeniable truth that guests are the King in hospitality sector and in this age of digital era they rule the industry. You’d perhaps agree that reputation has a positive correlation with the hotel’s overall Average Daily Rate and revenue - thus we're happy to bring Trust You in LIVE OS. This will help hotels to access guest reviews and ratings collated by TrustYou, directly on the LIVE OS platform for informed decision making and take actions to improve their ratings.


TrustYou is the world’s largest guest feedback platform that analyzes millions of travel reviews scattered online and transforms them into actionable insights and data visualizations for hotels and travel intermediaries worldwide. You can provide guests with better services and enhanced offerings by monitoring, surveying and acting on these reviews and feedback. TrustYou helps intermediaries to improve travelers’ search-shop-buy experiences by providing structured information like Meta-Reviews.

You can also turn your opportunity into business by leveraging reputation management tool by TrustYou directly from your LIVE OS dashboard.

Want to know more how it can help your hotels to improve guest satisfaction quotient? Contact us today!



Posted by Omprakash Singh, Business Analyst, eRevMax

Friday, October 7, 2016

eRevMax joins hand with Hope Kolkata Foundation to celebrate 'Daan Utsav'

eRevMax, the leading hospitality technology solutions provider, has partnered withKolkata based NGO Hope Kolkata Foundation to extend support to celebrate ‘Daan Utsav’ - an initiative that encourages the joy of giving. Employees of eRevMax have enthusiastically volunteered and contributed generously to help the underprivileged children by sponsoring one month’s ration to one of Hope Kolkata Foundation’s protection home.


By encouraging and enabling employee volunteering, eRevMax brings together people and good causes to create a wave of change. Daan Utsav was celebrated at eRevMax’s Kolkata office from 2nd October to 4th October. Volunteers from various departments took an active interest and donated one month’s dry ration for the noble cause.

“Hope Kolkata Foundation is very pleased to be working with eRevMax for the all-round development of street children in Kolkata. eRevMax is one of our new partners who have taken keen interest in working closely with the kids at our protection homes. The team has been conducting various activities and has wholeheartedly supported us through Daan Utsav,” said Geeta Venkadakrishnan, Director, Hope Kolkata Foundation.


Launched in 2009, Daan Utsav is India’s annual ‘festival of giving’. Celebrated every year, in the week including Gandhi Jayanti (October 2-8), it brings together people across the country to participate in their own ways and give back to the society.

Read Full story here.


Thursday, September 15, 2016

An actionable guide to boost sales with your hotel mobile app – Free Ebook

Let’s focus on hotel mobile apps today. With mobile applications gaining limelight, many hotels joined the scramble to develop there own branded apps. However, as our friend Lukáš Kakalejčík, Marketing Specialist at RoomAssistant says, "Having a hotel mobile application is simply not enough. Without understanding its potential, it will be just another tool in your toolkit that would harldy be used for its purpose."

Don’t let your hotel be the one that sticks with some new piece of technology because it is trendy. Before implementation, learn how it can be beneficial to you and what it can bring to your door. The latest new eBook titled Your hotel in one App: An actionable guide to boost your sales and service with hotel mobile application, gives hoteliers advice on how to get the most from a mobile app in a step by step process.

This eBook is divided into 4 parts. Get started and learn how to -

• Prepare and configure your mobile application.
• Influence your guests to use your mobile application.
• Use the application for marketing, sales and customer service.
• Serve your guests in real time.

Meant for hotels that are in consideration stage or in early development of a hotel mobile app, this ebook will come in handy with some quick tips. As Lukáš quips, "hoteliers are curious about new technology, however, many of them cannot determine if it will be a valuable part of their communication strategy. As mobile apps are not that common yet, they cannot ask their friends from another hotel what it takes and how it works for them. With this eBook, I try to give a particular mindset to hoteliers, so they feel more confident when thinking about mobile applications.


If you think about having hotel mobile application and are not sure how to use its full potential, download this free eBook and be the mobile app rockstar!



Thursday, September 8, 2016

Are you making the most of the Opportunities available?

Opportunities are meant to be taken!

eRevMax’s partner Booking.com brings to you the Opportunity Centre – a platform that helps hotels spot ways to get more bookings, boost profits and perfect guest’s experience.




With the Opportunity Centre, hotels can -

 - Analyse hotel profile on Booking.com, including content, pricing & availability

 - View a list of opportunities and their potential benefits to the hotel

 - Benefit from these opportunities with just a couple of clicks

The Opportunity Centre platform is –

 > Smart: a one-stop shop of opportunities & suggestions to boost your business

 > Relevant: personalised, data-supported tips tailored to your property profile

 > Easy to use: opportunities you can put into practice quickly

Log in today to discover a world of opportunities!

Tuesday, August 23, 2016

Top Online Travel Trends to Watch in United Kingdom this year

United Kingdom is the eighth popular country in the word in terms of international tourism destinations. The country has attracted 34.4 million travelers in 2015, a 5.6 percent growth compared to the last year.

eRevMax, the leading hotel technology provider, has released an infographic showcasing online travel trends in the United Kingdom. The infographic has projected a positive outlook for UK hoteliers, who can expect to see a lot of bookings coming their way not only from international travelers but from Britons too, as a good 64% of them will take at least one domestic holiday.

Hotels using eRevMax solutions generated an average of GBP 199 per booking with average length of stay being 1.4 across properties. As per eRevMax production statistics, just like rest of Europe, Booking.com has a clear dominance over online hotel bookings followed by Laterooms, Expedia, Agoda and hotelbeds.

UK Online Travel Trends 2016

Source: eRevMax

Further, this infographic focuses on traveler buying behavior to give hoteliers a deeper insight. It is interesting to note that travellers visit around 17 OTAs during their travel planning phase and over 59% travelers are influenced by online reviews, especially for hotel bookings. Over 65% travellers use metasearch to compare prices thereby making it vital for hotels to manage online reviews effectively and engage actively with metasearch channels.

See full story on eRevMax website here.

Friday, July 22, 2016

Quick guide to avoid receiving negative reviews from your guests

77% of travellers usually or always read reviews before booking a hotel. 80% of travellers read 6-12 reviews before booking the hotel. Those are significant numbers presented by TripAdvisor’sresearch. If you think it over, you will come to one conclusion. As you probably have a lot of competitors, each mistake can cause the loss of potential business. Why? Because your guests care about their experience, not your business. Thus at this moment, negative reviews are your worst enemy.



I think that the well-known rule saying that 9 positive reviews and 1 negative sell more than 10 positive ones doesn’t apply in hospitality anymore. Instead, the single negative review can cause you trouble that will degrade your position not only in booking engines but in mind of your potential guests, too.

Note: Just to remind you, when you receive a negative review on Booking, you need at least 3 positive ones to restore your previous rating. Take 2, 3, 10 negative ones and multiply them by 3. As I said, trouble.

These days, booking engines requests guest to rate the hotel they visited 2 or so days after they check out. Wait a second. Isn’t it little too late? In Hospitality 2.0, guests should be able to affect their stay while they are still accommodated. The feedback should come in real-time. This way, each guest can contribute to quality of her stay. Small problems (missing toilet paper, noisy room, etc.) should be easily taken care of instead of seeing their “passionate” description on review sites later on. Will it affect your rating? It certainly will. 

You will not make it without first class customer service

Before we start, you should keep one thing in mind. You will not be able to please your guests unless you are ready to commit in high level customer service. What am I talking about? Certainly not about amenities you have at your disposal. There are other factors that matter more: willingness, decency, joy, helpfulness and humility. If you can swallow your pride and provide your guests with these, they will enjoy the “soul“ of the hotel instead of equipment only. You cannot be perfect anytime, no one is. However, your attitude to solve the problem in case it arise will definitely make a difference.

Give a chance to complain during the stay

The difference between positive and negative review is not just in a way of handling a complaint. Even more crucial is if you have an opportunity to handle it or not. Many times the guest faces some minor problem in the room (Wi-Fi or TV doesn’t work), she doesn’t want to call the front desk and permanently forget about it when they are around (I think this is the case of more people than solely mine). You might think everything is okay, however, once this guest is back at home, she turns on Booking, TripAdvisor and all other possible media and doesn’t hesitate to write about it. W-R-O-N-G! When something like this happens, you failed in the lesson “Know your guests 101“.

What you should do is to make it easy for your guests to complain during their stay in the way you can identify them. If you know who the guest is, you can get in touch and solve the problem immediately. In other words, you can turn unsatisfied guest to satisfied one until she leaves. The way you will do it (discount, extra free service, apology) is a matter of your policy, and only sky is the limit here. But medium that will allow the guests to let you know is what matters here.

There are several options to find out that there is a problem:

1. Complaint box

Quite old school thing that can work especially well for people who are not that engaged in the technology. Let them share their feelings about your hotel via piece of paper and pencil. Don’t forget to include the space for the room number and also ask for it with call to action on the feedback form.

2. Complaint kiosk

You might saw a huge machine with the keyboard asking yourself What does this thing do?. In many cases it can be used to gather information about the hotel and the area, as long as it can allow guests to post some comment in. Put this machine to the frequently visited place in your hotel so it will not be overlooked (front desk, restaurant). It will increase your chances to collect some thoughts and suggestions. However, the price of these machines might not be favorable.

3. Mobile application

Many hotel mobile applications provide the guest with the feedback feature. Moreover, adding maintenance as your live chat option might be a vital step, too. It ensures guest can ask for help anytime something is going wrong. As guests can let you know immediately by picking up their smartphone or tablet, you can solve the problem quickly. As you usually exactly know who complained, you are able to provide nice gesture to say you are sorry. If the price is a matter for you, there are several providers on the market that can make it affordable for you.

Remember that your goal is to listen to your guests, react to their complaints and once they want to tell the world, they will praise you instead of plastering you all over the Internet

How would you ensure your guests leave satisfied? Share you thoughts and experience in comments below.

This is a guest post by Lukáš Kakalejčík, Marketing Specialist at RoomAssistant and PhD. candidate at Technical university of Košice, Faculty of Economics. He focuses on digital marketing, analysis and business development.