What about adopting a digital concierge for your hotel?

Concierges have always been sources of references on any kind of information required by clients of the hospitality industry, especially in luxurious establishments, 5 stars hotels and palaces. From giving little advices like recommendations on a restaurant to proceeding all kinds of bookings, concierges are providing a wide range of services that many hotels can not afford. Indeed, each concierge owns his personal database of contacts and the sharing of this knowledge represent a major cost for many hotels.

Ask-me Digital are touch screen digital experts proposing a solution to this problem: “Hotel Concierge System”. This software is a complete kiosk management system that allows hotels to keep their guests up to date with everything happening in the local area so as information of every local attractions: eateries, bars & clubs, museums, themed park and much more, in a few words everything needed to make their stay enjoyable. To do so, Ask-me Digital creates, edits and deploys the complete kiosk network from any Internet enabled computer. 

La Mon Hotel and Country Club, a 4 stars hotel in Belfast, Northern Ireland has already adopted the concept and saw Ask-me Digital deploying its touch screen concierge and in house digital signage system. Since then, their guests are enjoying an access to all the information 24h/7 on the city of Belfast from the kiosk but not only. Indeed the company has also launched a mobile application available on smartphones so as on any kind of tablet (iPad, Galaxy Tab, …) which enables the hotel’s guests to access this information from anywhere they want when visiting the city.

Other hotel group have also adopted the concept including Hilton, Radisson, Holiday Inn, Novotel, Mercure, Marriott, Ramada, Premier Inn and many more, will you be next one?

Keywords : concierge – hotel – information software – digital concierge – new technology – smartphone – tablet – application

Source: Askme Digital (2012). Askme Digital Hotel Concierge, Consulted on January, 17th 2012 from askmedigital.com - http://www.askmedigital.com/Concierge.asp

The first totally automated hotel: has Hi-Tech replaced humans?

Booking on-line is for everyone now. But have you ever imagined an hotel completely unstaffed?

Now it’s possible!

This revolutionary hotel has been inaugurated in May, on 2011, in Paris. It is located in Place de la Bastille and it is conveniently situated within 10min from Metro Republique.

 It has 42  rooms characterized by a pop art design, e.g. the dining room is in minimal style and it was created by a French designer, called Matali Crasset, in collaboration with Patrick Elouarghi and Philippe Chatelet.

All furniture is built with sustainable materials, that are natural and untreated, thus it’s an eco-friendly hotel, with ecological accommodation that entice areas of conviviality and sharing.

The Hotel sustains this ecological style also decorating the vary rooms with non-toxic paints in bold colors.

Guests are welcomed by a touch screen, on wich they have to type the code that they receive at the moment of the on-line booking. That will be necessary to access all services of the property.

Each request to the staff of the hotel will be designated by the virtual tablet of Cupertino: the distribution of food is done automatically by the machines of the hotel as well.

Guests can order food using the hotel on-line system: in fact for any questions or need, there are automated containers to help guests at any time of day or night, and also visitors are allowed to choose their favorite music in the public areas, by using Hi Pad.

In the Hi Matic hotel, it’s possible to exchange tips and pictures on the city with other person, through the hotel’s online system: it is very useful in order to create an ever-evolving city guide.

In this way, it’s possible to share experiences with other guests, getting a communication pears to pears.

This kind of experience is spreading rapidly through all over the world and in different fields: in Nice the first Hi-Beach in the world has been opened: it combines sea, relax, entertainment and technology… what you ask for?

In our opinion, this kind of Hotel is adapted to current needs, ideal for green attitude addicts, or more casual ecologically concerned individuals.

This Hotel reflects the urban and ecological concept, providing an accessible accommodation that mixes urban amenities with a countryside bed and breakfast driven by strong ecological values.

Every things here is simple and informal; it answers either the needs of urban tourists, staying for short time or the ones of people that regularly go to Paris for business or leisure trips.

Of course there are some problems: the beds are very uncomfortable, because they are completely on the floor, and very small rooms, thus you can stay here only for a few days.

Even if the hotel is totally automated, without any staff, you never feel alone, on the contrary you are sure to meet friends in a new community thanks to the online hotel platform.

In this way, customers are sure to not meet with staff immoral or nervous!

At the HI Matic, it’s possible to live an experience in autonomy and full comfort and you are welcomed and guided in a very simple way, thus it is ideal for people of all ages.

Keywords: hotel, hi-tech, sustainable, ecological style, eco-friendly hotel, unstaffed, automated.

Sources:

http://www.hi-matic.net/fr

http://viaggi.libero.it/fotogallery/week-end/25825406/2/esperienza-hi-matic

http://www.designboom.com/weblog/cat/8/view/16798/hi-matic-hotel-paris-an-urban-ecolodge.html

http://www.host.fieramilanoexpocts.it/en/node/723

By: Barbara Esposito, Francesca Nocerino, Carmine Andrea D’Orsi.

The SNCF ticket offices overwhelmed by Internet

Internet and technology have caused a radical change of consumer behavior. Indeed, more and more consumers buy products online.

In the stations of major cities  (here, the Gare 
de Lyon, Paris), ticket offices now occupy  
a space smaller and smaller compared with
rows of self-service terminals. Photo credit: 
Sébastien SORIANO / Le Figaro

In 2011, 40% of the SNCF turnover (the National Corporation of French Railways) was made online against 29% generated by ticket offices and stores.  Nowadays, in train stations, the space dedicated to ticket offices is more and more reduced to be replaced by electronic kiosks. The problem encountered by this operation is the dismissal of employees and a lack of contact with an interlocutor claimed by some consumers not used to this new technology.  

However, the company is aware that this doesn’t suit to everyone and thinks they have to maintain all distribution channels in the stations and a human presence. Even though it's expensive, it considers that it is part of the service quality.

The goal of the SNCF is to continue to encourage people to buy online and to restore the customer relationship in the stations. To do so, the SNCF pushes its employees to do several jobs such as leaving their desk for the platform, helping travelers to use the machines, answering their questions. Also, a redeployment program has been launched in 2012 to create a deeper customer relationship. It includes a new definition of business, methods, computer systems and it will be fully implemented by 2015. For that, 6000 salesclerks will become commercial counselors to identify the needs of consumers in order to propose them adapted products.

In our opinion, the integration of electronic kiosks is not only due to the will to satisfy the “C” generation needs but also for profitability reasons and to pit its strength against its competitors. Indeed, machines can work 24 hours a day, 7 days a week compared to humans. However, they don’t suit to everyone: some people need advice, specifications and human presence reassures them, others do not want to be tracked by the government and therefore not use their credit card to pay. Moreover, the decrease of personnel has its limits and doesn’t help the economy. To us, the SNCF must stop encouraging the deficit of its workforce leading to a dehumanization of the provincial stations. In strain stations, the queue is already long, they should not discourage more people from going to the ticket offices. Or in this case we could denounce a policy which does not seek to adapt supply to demand of customers, but to format the user to the SNCF’s commercial policy. Finally, we believe that the SNCF made ​​the right decision to encourage a change in symbiosis of human presence with the digital.

Keywords : Transport, Rail, France, Arnaud Aymé, Yves Tyrode, SNCF, Voyages-sncf.com

Collet, V. (2012, January 18). Les guichets de la SNCF dépassés par Internet. Retrieved January 25, 2012, from http://www.lefigaro.fr/societes/2012/01/18/04015-20120118ARTFIG00635-les-guichets-de-la-sncf-depasses-par-internet.php

From Chaos to Collaboration: 6 ways how technologies will shape a new era in Travel.

The future of travel is likely to be shaped by technological innovations which reduce stress, uncertainty and chaos. Travel will become more collaborative and work on two main issues: how people travel and how the travel industry interacts with travelers. Service users tend to become partners, ‘co-creator’ rather than customers.  The future traveler will find their journey enriched by the new technologies and innovations. It will enhance greater and more fluid interaction with other travelers and travel providers. This article highlights six travelers’ frustrations and the respective technologic solutions.

Figure 1 "Travellers' frustrations versus their expectations". (Credit: Amadeus). Click image to enlarge.

 

 

1.    At the airport – automatic transit
Nowadays, manual airports check-in security and border controls dissatisfy almost ½ passengers. According to a survey made by The Futures Company, passengers expect streamlined travel through an automated identity management system. This technology would track flow of people thanks to facial recognition, artificial intelligence, group behaviour analysis and biometrics.
@ The bloggers’ opinion: Is this measure in adequacy with privacy and security? Does facilitating transit and border controls really necessitate communicating personal information on an international database?
> 53% of the Amadeus survey respondents would agree to provide personal information. And you?

2.    Taking the stress out of the travel
Travel is a stressful and uncomfortable experience for many. This problem has been emphasised by the “massification” of travel, especially with the emergence of low cost carriers and restrictive   security process. Due to ageing population and the rise of wellbeing, technologies such as intelligent tickets, mhealth (mobile health monitoring and diagnostic) and “sensor enabled ‘intelligent luggage’” could be implemented to make traveller’s life less stressful.
@ The bloggers’ opinion: Is travel evolving in such a way that technology is needed to reduce stress? We could change the travelling conditions themselves before creating machines to weaken its negative aspects, which would benefit all travellers, not only technology addicts.
> 82% of the survey respondents would like to have a device to monitor and reduce levels of stress while travelling. Would you rely on a mobile application (mhealth) to determine your health diagnostic?

3.    Finding your way
Internet has brought a too large panel of information in which the travellers have difficulties to find the appropriate data. Consumers have to do much of the research themselves. The technology such as intelligent search engine allows editing choices and saving the traveller’s time through personalized recommendations.
@ The bloggers’ opinion: This type of technology could really make the traveller’s life easier both in time saved and in better adequacy between expectations and experience. However, do you think a machine is able to know you better than you know yourself?
> 86% of the survey respondents are favourable to the implementation of those personalized travel guides. Do you think that travel recommendation and review websites have transformed the way you plan your trip?

4.    Next generation of experience
Within 2 to 5 years, almost everyone will own a Smartphone. Consequently, the tourism industry is starting to realise and imagine the impacts mobile will have on the trip experience. Travellers nowadays seek for different and personalised experiences as well as live social events.
At a very functional level, Intelligent Translation, Augmented Reality and Game based Apps will help people to make the most of an unfamiliar place. As well as a familiarisation tool, those kinds of applications offer an alternative experience of a place.

Figure 2. (Credit: Colourbox)

@ The bloggers’ opinion: This type of Apps could be particularly interesting for cultural travels and give people a full opportunity to enjoy a historically accurate simulation.
> 61% of the survey respondents desire a mobile application that overlays visual information about the physical world. Augmented Reality Apps are already available on mobile devices: have you already tried to use them?

5.    Integrated payments and data
Suppliers do not often share data on the traveler’s needs that reduces the travel providers’ understanding of the traveler to the detriment of the traveler’s experience. The integrated payment technology will allow that all data on travel-related payments will be integrated as a memory of expenditure. For the travel provider, integrated payments and data such as digital breadcrumbs are likely to become an important CRM (customer relation management) and customer-profiling tool. For the travelers, they will be able to browse and learn from this layer of information.
@ The bloggers’ opinion: Regarding the privacy and security concerns, are you ready to provide your personal information for a personalised buying advice? Do you think that the technology used on Amazon.com may be deployed across the travel industry?
> 47% of the passengers agree with the concept of providing personal data for a more personalised service.

6.    Work life balance for Business tourists
In the near future, business travel could fully be reinvented, especially if drop in business travel occurs. It could then be perceived as more of an investment than a cost. Beside, employees increasingly expect a home away from home to stay as much as possible connected to their families. Cloud computing could help them access their own music, videos and data while away from home.
@ The bloggers’ opinion: Business tourists now have to work much harder to reconcile personal and professional lives. Long hours and trips away from home complicate work-life balance. Thanks to this kind of technology, business travellers could really experience a more intimate atmosphere while away from home and share content with their families.
> 59% of the business travellers who answered the survey wanted to experience that home away from home. If you were a business traveller, would you use that kind of technology?
  
Posted by Laurène Deneve; Nina Phanatzis.

Key words: travel, new technology, innovation, customer-profiling tool.

Reference: Mickaiel I. (2012, January 24th ). 6 ways tech will change travel: Amadeus.  Retrieved 2012 January 25th from Zdnet.com.au http://www.zdnet.com.au/6-ways-tech-will-change-travel-amadeus-339330290.htm

Facebook Timeline lists your travel experiences and preferences

In the electronic version of your life story, known as Facebook’s Timeline, now you will be able to show all the places you have visited on an interactive map, list your favourite destinations, share customized postcards, or even asks your friends about recommendations on upcoming trips.

Since Facebook announced that its new Timeline would allow external applications to participate on the storytelling of users, developers started creatively to design how to enhance their visibility. One of the first travel app for Facebook’s new interface has been developed by Gogobot, a social travel site that has seen a stunning growth since their launch in November 2010. As mentioned on the website techcrunch.com, Gogobot has been named one of Time’s top sites of 2011 and winner of the 2010 Crunchie award for Best Design.     

Travis Katz, CEO of Gogobot, explained in a press release that the firm “is proud to be one of the first travel companies featured in Facebook’s launch: this highlights how travel has become a core social behaviour and how Gogobot is leading the category.” As Gogobot, TripAdvisor, too, displays Cities I’ve Visited on Facebook, and Wipolo allows to share user’s itineraries in real-time.

The example of Gogobot

To start adding travel content to Facebook, users have to register at www.Gogobot.com, create a profile and opt-in (expressing permission to automatically access and update) to add their travel activity from Gogobot and its mobile application. All the tools that people love about the Gogobot usage have become a part of Timeline, those mentioned at the beginning of the post and others like links to Gogobot reviews, travel expertise score and badges and places you want to visit.

The company declared that the first surveys were above the average and they forecast that the application will be more than successful. For us, the application has some positive and negative points:

Pros: Very interactive. Lets you post questions. Has quirky features such as giving you a badge for a particular activity (i.e., a Shutterbug Badge for posting a photo). Your photos and reviews appear on your Timeline.

Cons: There's a lot going on, and it can look cluttered. Points are awarded for quantity rather than quality of reviews, though the number of people who've liked your recommendations is a factor.

The biggest difference between travel applications adapted to Facebook and others, is that their members share all about their trips with friends, not with strangers. It makes the application more trustful for the consumer. On the other hand, it is an important move for Facebook and their partners, who will benefit from a bigger amount of information uploaded by each user, keeping track of their day-to-day decisions and consumption preferences.  

Posted by Vanessa Morales & Sabina Bartikova

Key words: Travel, Facebook, Timeline, Apps, Places, Social travel, Gogobot


Sources: Breaking travel news. (2012). Gogobot makes timeline travel possible. Retrieved January 23, 2012, from www.breakingtravelnews.com/news/article/gogobot-makes-timeline-travel-possible/

Eyefortravel.(2012). Travel apps for uFacebook Timeline.Retrieved January 25, 2012, from www.eyefortravel.com/social-media-and-marketing/travel-apps-unveiled-facebook-timeline

Mercurynews.com. (2012). MAGID ON TECH: Facebook rolls out new Timeline with apps integration. Retrieved January 25, 2012, from www.mercurynews.com/peninsula/ci_198130
Techcrunch. (2011). Growth Surging, Gogobot Raises $15 Million For Social Travel. Retrieved January 25, 2012, fro www.techcrunch.com/2011/11/03/gogobot-raises-15-million

Facebook & Twitter: What are the new hotels’ marketing tools ROI?

Melanie Nayer
Source: 4hoteliers

Twitter (launched in July 2006) and Facebook (February 2004) have become since several years the most popular of an estimated 100 websites that offer their members to do micro-blogging. Through their account, the users can share brief text updates, photos, video and audio clips with everyone or restricted chosen groups.  Not surprising then, that number of tourism suppliers and destinations use those platforms to promote, market themselves. Indeed, the social medias allow the companies to create dialogue among existing and potential visitors, customers, to build and solidify relationships.

Hoteliers & their respective managers have the opportunity to make announcements on upcoming events / news, to post photos of the hotel, to reply directly to their followers, to ask for feedbacks, to make deals and do some promotions.  Twitter can also be used as a hiring tool for example by announcing publically when there are vacant positions. One of the main advantages of hotels presence on those websites is that they can offer real-time information and updates about their business.

 In another hand, it represents a lot of time spent for the marketing staff to post links , updates and photos. 

Source: ivisitorguide.blogspot.com  

Therefore, it is important for hoteliers to define the return on investment of using those marketing tools. Kantar Media Compete (digital expertise company) published a recent study setting that social media have an impact on consumer purchasing decisions, précising that Twitter tends to influence more purchases than Facebook. They based their results on the quarterly “Online Shopper Intelligence study” that consisted to survey 2 574 online purchasers between July 14 and August 8, 2011. While Twitter feeds influenced 35% of respondent to purchase, Facebook updates only persuade 23,5% of them. It turns out that Facebook is considered as being a platform to share stunning photo and stories to influence potential customers while Tweeter is the actual place to seal the deal. The apparent reason would be that Twitter feeds faster and more than Facebook. Even though the introduction of the “timeline” permits Facebook to make a great advancement.

Keywords: Facebook, Twitter, Hotels, Marketing tools, ROI

Source: Nayer, M. (2011, September 28). Twitter and Facebook are now established marketing tools - How about their ROI? Retrieved on January 2012, on 4 Hoteliers: http://www.4hoteliers.com/4hots_fshw.php?mwi=6337

iPhone as hotel room key? Technology offers 'high level of security', tech chief says

Today, most of hotels use an electronic key system to enter the room to the detriment of traditional keys. This process offers a better security, recording every time a person enters and goes out of the room.  In addition new codes are loaded on the room card and sent electronically to the room lock every time the hotel hosts a new guest. The fact that these keys are anonymous and easily modifiable enhances the security making a theft almost impossible. However this topic is subject of controversy because some would say that the insecurity is that the computerized system saves data about customers (name, address, check-in/ check-out, room & credit card number). Nevertheless technology goes further and today, check-in/out into hotels with mobile devices is possible.

Indeed according to the authors, the first chain that has tested this new technology is Intercontinental which has implemented the system in some Holiday Inn, by equipping around 20% of total hotel rooms. Henceforth hotel keys are replaced by mobile phone. The system is simple to use. Customers have to download the application called “Open Ways” on their devices and give to the hotel during the booking, the mobile phone number that will be used as the key. Then, around 3 days prior the arrival, guests will receive a text message indicating their room number and a unique and encrypted sound code that they'll use to unlock their hotel-room door. The code will work once and then reset itself. Thus, in case of loss, theft, or record, the security is ensured because the code is not kept inside the phone but on the ‘Open Ways’ servers within a secure network. This technology is attractive for hoteliers who do not need to change and re-buy doors’ locks system but only add to the existing one a device which contains a microchip. When the microchip will recognize the sounds made by the mobile phone, the door will open. This system is optional that is to say those electronic keys are still usable. Today, compatible devices with the application are iPhone, BlackBerry and Android and in a future they hope to convert regular smartphone that have text message feature. Apparently lots of hotels chains are interested in that new technology and they planned to set up pilot programs.

In our opinion, the development of mobile apps allows hotel chains to differentiate their offers, bringing the guest an extra an innovative service. Indeed such installations will facilitate the check-in of guests which represent a gain of time that appear relevant notably for business travelers. The level of security is really acceptable as we mentioned, moreover credit cards details are not required, only phone numbers. This system also enables hoteliers to save money by reducing costs engendered by the buying of electronic keys. However if the system is generalized into hotels and progressively used by all customers, this will lead to a staff cutting. This technology could be really appropriate and useful for budget hotels which try to cut their operational costs. Indeed it is a good idea to offer this additional service but regarding luxury hotels I find essential to establish and maintain a trustworthy relation between management/employees and customers. An attentive and personalized service is a sign of quality, thus the lack of human interactions engendered by this kind of technologic advancements can be disturbing and annoying.

Here is a short video that shows how to use your smartphone to unlock your hotel room:

Key words: Hotel chain; Hotels; Security; Mobile application; Device; Technology

Source: De Lollis, B. (2010, January 6^th). iPhone as hotel room key? Technology offers 'high level of security,' tech chief says. . Retrieved January, 24^th, 2012, from Travel USA Today website: http://travel.usatoday.com/hotels/post/2010/06/iphone-as-hotel-room-key-technology-offers-high-level-of-security-tech-chief-says/94658/1