Hospitality Technology Consulting

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A vendor’s perspective can be very different from a customer’s. In a decision as significant and far reaching as whether to implement a Revenue Management System (RMS) in a hotel, hearing both perspectives can lead to a better decision. In the first article of this two-part series I presented comments from six major vendors of RMS technology. They gave their perspective on customer expectations of RMSs, crucial actions to ensure a successful RMS implementation, and the obstacles that can impede such an implementation. Now it’s time to provide the hotelier’s perspective.

Once a vendor has been selected, and an acceptable service and fee formula negotiated, the final step is review, and possibly revision, of the vendor’s service contract. Written as they are by the vendor, they will naturally favor them. Addition or revision of sections, to ensure adherence to agreed service levels, to document addition of custom services and to provide appropriate balance between the parties to the agreement, is the next and final step.

A Reservation Center manager recently explained that virtually all of the callers to his CRO had reviewed the company’s web site prior to calling. The significance of this is huge for every hotel chain and every representation company. Final buying decisions are being made solely on the basis of the information displayed on – or omitted from – chain web sites. As the realization dawns that web site impact is vastly under-indicated by the number of web reservation received, hotel organizations are challenged to critically examine their web sites.

Our mission is to provide the strategic tools and expert support you need to plan for, and respond successfully to, the opportunities and challenges facing the hospitality industry. Working together we can position your organization to meet, and exceed, its performance goals.

GDS users around the world will grow in number, sophistication and expectations. The tools to meet their information needs are becoming available. The challenge to suppliers -- hotel companies, car rental firms, cruise lines and the many other travel services -- is to develop and implement marketing automation programs that effectively address this electronic marketing and sales opportunity.

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