Amadeus, Saber, and Oracle Hospitality Execs Talk Modernizing Hotels

It is generally acknowledged by hospitality professionals that the industry is far behind technologically. In a world where consumers are spoiled by high-tech services in banking and retail, hotels often leave guests feeling unsatisfied.

Now, there’s a big effort — a scramble? — to catch up.

Below are some key ways that Amadeus, Saber, and Oracle Hospitality — three legacy companies in the travel industry — are helping move the needle, based on interviews with Skift in between sessions at the recent HITEC conference in Toronto.

Amadeus: Using Data to Make Decisions

As executives from Amazon Web Services and other companies have said, the hospitality industry needs to strengthen its data systems before it can make significant strides in improving the customer experience and adding personalization.

Amadeus is working to help hotel clients establish a strong IT system that allows them to access data and manage inventory in the cloud, and then connect that data to other products. The point is that better access to inventory data will help clients make better decisions about pricing, staffing, and more, said Michael Yeomans, senior vice president of business intelligence and data solutions for Amadeus.

“Our story is around helping you drive that top line, giving you the tools to operate efficiently at the property, and making your core IT more connected and more seamless for you,” Yeomans said. “And then having the data and the tools to give that overall understanding that the tools are great, but without the data, it’s difficult to make meaningful decisions and actions.”

Current and past data is important, but forward-looking data is increasingly important.

“We’re past the point of only using historical information to make future decisions. There’s just too much uncertainty,” said Katie Moro, vice president of data partnerships for Amadeus.

If there is a big event coming up that will affect hotel demand for a certain city, for example, hotels need to be able to capture that knowledge quickly and react. Accessing forward-looking data is also important for making custom offers to guests ahead of their stays.

“Bringing all of that together is the biggest opportunity for us,” Moro said.

Saber: Hotel Guest Engagement

Saber acquired the hotel software company Nuvola last year. That company’s underlying task management technology is the basis for a new guest communication tool that Saber released recently.

The tech from Nuvola has been integrated with WhatsApp, meaning guests can now use the messaging app to communicate more easily with hotel staff. For guests, it’s a simple text message. But on the backend, that inquiry is assigned to the relevant hotel department.

“From a task management and guest engagement perspective, we’re seeing strong interest in guest engagement tools, which is why we decided to work on the WhatsApp integration,” said Juan Abello, vice president of product management at Saber Hospitality and founder of Nuvola.

The Nuvola tool connects with Saber’s SynXis property management system, meaning staff more easily connect communications from guests with their customer profiles.

Communication can start before arrival, and hotels can use that tool to upsell guests. The hotel can also mine the data and make relevant changes, such as adding a service that is consistently requested.

“Today, that sort of gets lost a little bit. But in this case, it’s all captured,” said Frank Trampert, senior vice president and global managing director for commercial at Saber Hospitality.

In the future, there could be the ability to sense dissatisfaction from a guest and escalate that case to a manager. Saber is also looking at connecting the tool with other products, such as digital check-in, so that guests can access more services in one place.

Trampert said adding this tool came in response to hotel clients asking for ways to help increase post-pandemic revenue.

More hotels are adopting some sort of messaging tool for guest convenience and as a way to free up lines at the front desk. Sojern, a marketing platform for hotels, recently said it was adding its own guest messaging tool for clients.

Oracle Hospitality: Connecting Hotels With Innovators

When Oracle Hospitality released the Opera Cloud property management system four years ago, it took a lot more effort to convince hotels to transition. Now, customers are lining up out the door.

“It is really good to see that all of a sudden there is this desire to move faster. Before we had to convince people about the cloud,” said Laura Calin, vice president of strategy and solutions management for Oracle Hospitality.

Wyndham Hotels & Resorts said in May that it is adopting the Opera Cloud property management system for another 2,000 of its hotels, part of a long-term effort to move all of its properties to the cloud. Oracle Hospitality is also working with Accor, Travelodge, and others totaling thousands of hotels in the pipeline. About 35 percent of the clients are in the independent market.

“Our biggest challenge is to really just deal with the wave,” Calin said.

The company is working with several partners to help move the transition along, he said, and is working with developers to create extensions around the platform. One example was a customer in Latin America who needed a service related to timeshare that was not available through Opera Cloud. Once an extension was connected, the customer made the cloud transition.

As Oracle Hospitality continues to strengthen its platform, the company is keeping an eye out for startups and other innovations that can help hotels leverage their data and take advantage of new technology without having to rely on online travel agencies.

“They’re not as powerful as the big OTAs and don’t have the marketing dollars. But having some innovative solutions that could differentiate on the personalization journey of the guests — I think that is the way to go,” Calin said. “They still hold the majority of the data; It’s just how to really take it out and do something with it. That’s where I see potential.”

Leave a Reply

Your email address will not be published. Required fields are marked *

slot online togel deposit dana ladang toto slot thailand slot mahjong nolimit city ladangtoto link slot gacor server thailand ladangtoto android4d sbobet link slot gacor thailand ladangtoto slot thailand super gacor slot thailand slot gacor thailand gacor88 slot gacor slot zeus slot thailand slot server thailand ladangtoto slot thailand link slot thailand link server thailand situs slot server thailand login ladangtoto ladangtoto terbaru slot pg soft mahjong ways login gacor88 slot gacor ladangtoto situs slot thailand gacor88 link alternatif slot gacor gacor88 cara login daftar ladangtoto link mahjong ways slot gacor thailand zeus gacor sbobet sv388 login ladangtoto login gacor88 mahjong ways link alternatif bir365 bir365 login login cpo333 ladangtoto ladangtoto link alternatif ladangtoto klikslot88 situs togel 4d ying77 login bir365 topstar999 slot link server thailand ladangtoto shop slot server thailand link alternatif ladangtoto togel bsi agen bola88 situs toto situs sv388 slot thailand bandar sbobet rtp one8slot slot thailand super gacor akun slot thailand slot bsi slot gacor ladangtoto slot gacor thailand link slot gacor akun pro kamboja link slot deposit dana one8slot mas77toto slot thailand mudah maxwin fun77toto link fun77toto pg soft slot mahjong ways slot thailand gacor maxwin terbaik slot idn starlight princes #1 slot gacor thailand terbaru bo ladangtoto ladangtoto resmi link alternatif ladangtoto 2 ladangtoto login slot server thailand maxwin 66kbet gacor hari ini daftar dewaslot ladangtoto slot mahjong ways 2 gacor slot thailand asli daftar ladangtoto slot idn gacor rtp ladangtoto 66kbet link tergacor situs slot4d slot77 login games online easy win ladangtoto daftar link ladangtoto link alternatif akses ladangtoto ladangtoto login resmi ladangtoto2 ladangtoto resmi gacor situs bandar ladangtoto ladangtoto2 terbaru 66kbet starlight princess login ladangtoto resmi fun77toto slot terbaik Situs Togel Hadiah Terbesarr bandar togel ladangtoto 66kbet 66kone ladangtoto ladangtoto togel wla Mahjong ways jackpot Gates Of Olympus 5000 Situs Judi Sv388 Fun77toto Bandar Togel Ladangtoto Daftar Fun77toto Live Casino Dewaslot Link Gacor idn slot 5000 gacor88 slot-thailand 15 slot777 gacor slot mahjong ways terbaik slot777 zeus olympus gacor sekali ladangtoto terbaik 2023 domino365 terbaik 2023 ladangtoto rtp maxwin ying77 gacor 66kbet Fun77toto Rtp Gacor 66KBET Link Gacor Ying77 Akun Pro Ladangtoto Hadiah 10 Juta situs gacor88 server thailand terbaik 2023 slot gacor mahjong pg soft slot gacor thailand gampang menang Ying77 Server Luar 66KBET Rtp Zeus Fun77toto Starlight Princess Ladangtoto Sensational Ladangtoto Online Ying77 rtp gacor 66kbet Server Thailand Fun77toto Game Ladangtoto Terbesar Ying77 Gampang Jackpot 66kbet Anti Rungkad Fun77toto Resmi Ladangtoto Terbaru Ying77 Thailand Gacor link slot gacor server thailand 66kbet Link Starlight Fun77toto Togel Sgp Fun77toto Terpercaya slot77 gampang menang 2023 akun pro kamboja slot 2023 slot777 Fun77 togel Situs Gudangtoto Slot Mahjong Ways super Slot rtp akurat thailand Link Zeus Gacor slot thailand terbaru Rtp Ying77 Ladang Toto Togel Fun77 Bet 66KBET Maxwin Ying77 Slot Zeus Ying77 Anti Rungkad GB777 slot thailand ying77 akun pro link alternatif ok88slot ok88slot situs joker123 link ok88slot mahjong ways ok88slot link Starlight Princess X1000 ok88slot situs betting sbobet online Slot Thailand Paling Gacor Link Alternatif Ying77 66KBET Gampang Menang Slot Nolimit City Slot Zeus Maxwin x500 Daftar Sv388 Fun77 Terbaru slot mahjong tancap RajaJp Official Fun77toto Terbaru Fox77 Terlengkap Wajikslot Jp Slot Thailand Link Ladangtoto Withdraw Togel Ying77 Menang Maxwin Fun77 Link Togel Fox77 Slot Mahjong Link Pg Slot Zeus Petir x500 Bocoran Slot Nolimit Sabung Ayam Online Agen Wajikslot Link Gacor88 Slot Ying77 Daftar Ladangtoto 2 Bandar 66KBET Agen Joker123 Official PGSlot Resmi raja88jp resmi link slot gacor ok88 888slot maxwin dewaslot gacor slot777 situs slot gacor server thailand slot zeus petir judi slot 66kbet slot ying77 asia ladangtoto bandar togel 888slot resmi maxwin fun77toto deposit bca fox77slot bet 200 perak slot link thailand sabung ayam sv388 slot situs ovo gudangtoto live hk link gacor bca slot gopay receh slot dana demo fun77 slot gacor akun pro thailand joker gaming