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Hotel

2019 Smart Decision Guide to Hotel Property Management Systems Part 4: Buying Considerations

Are you looking for a PMS solution? Read this blog to discover some of the key factors that should be considered to make the best choice for your business. The last of a four-part series, this blog highlights “must-know” information from the 2019 Smart Decision Guide to Property Management Systems, the industry’s definitive manual on the subject. The final installment focuses on customization capabilities, setup, support, training and maintenance. (If you missed any of the earlier blogs in this series and would like to read them now, visit the links below.) Customization Capabilities Every property is unique. That’s why employing  “one-size-fits-all” technology solutions rarely leads to success. It’s imperative for hoteliers to select a PMS that enables at least some customization to address specific needs, ultimately leading to greater efficiency and better guest experiences. Whether they’re simple modifications – for  example, altering screen layouts – or complex ones, PMS customizations need to focus on empowering hotel staff to perform at their best. It’s important to identify customizations that can accommodate employees’ different skills, languages and level of technological understanding and make their jobs easier. Setup, Support, Training and Maintenance Hoteliers should expect the same high standards of service excellence from a solution provider that a guest would expect from the hotel itself. That means knowing you can count on the provider for help with everything from implementation – including data migration and customization – to day-to-day management as issues arise. Indeed, an argument can be made that selecting the right provider is just as important as selecting the correct PMS. Remember, you’re not just needing a provider for a one-time installation; you’re seeking a trusted partner for the long haul. Such a relationship is needed to ensure proper training for managers, front desk agents and other hotel staff, enabling them to master the new system quickly. The right provider should also be able to deliver the following: E-learning tools and other resources that can shorten training and potentially generate savings. Hassle- and worry-free software upgrade processes. Hoteliers should get a clear understanding from providers about how upgrades are handled, their frequency and potential for service interruptions. Gain more insights about PMS buying considerations by downloading your copy of the 2019 Smart Decision Guide here Learn more about Oracle Hospitality hotel PMS solutions and how they can help your business.

Are you looking for a PMS solution? Read this blog to discover some of the key factors that should be considered to make the best choice for your business. The last of a four-part series, this blog...

Hotel

3C Payment Transforms the Guest Experience

If 3C Payment isn’t a household name, it’s certainly a trusted one in the hospitality business. The global payment service provider and Oracle Platinum partner has built its reputation among hoteliers by securing payments with tokenization, a process used for data encryption. And while payment, thus far, has been tokenization’s primary application, 3C realizes such usage is providing just a glimpse of the technology’s full potential. “There are many other benefits” said Paul Musgrave, Global Sales Director at 3C Payment. “It really expands what you can do around reporting, for example. You can use that token and link it to a loyalty program, and you can start reporting on what your loyal customers are doing – whether they’ve gone to the spa or played some golf. And because our systems are using a common token, we can report those transactions and interactions back to the hotelier, and they could use that data to drive their loyalty offers.” The possibilities, as they say, are endless. Which explains why exploring them is now one of 3C’s primary missions. In today’s digital marketplace, the concept of payment is ever-evolving and broadening. In fact, there is so much demand for digital innovations, the Luxembourg-based company recently launched a subsidiary dedicated exclusively to their development: 3C Digital. The new enterprise reflects 3C’s growth and continuing adaptability to emerging opportunities. Founded 30 years ago, 3C Payment – which also has offices in the United Kingdom, United States and Dubai – has worked closely with Oracle (and MICROS before it) for nearly half of its existence. Its biggest market segment is hospitality, specifically hotels and food and beverage. “We cover all the major 4-star, 5-star hotel chains within Europe, the Middle East and now further afield,” Musgrave said. “… We’re also now expanding in Canada and further countries in the Middle East and North Africa.” On the food and beverage side, 3C’s clients include Starbucks, Caffè Nero and Pret. The company’s pay-at-counter and pay-at-table solutions are fully integrated into Oracle point-of-sale systems, assuring transaction speed, resilience and security; the latter meets the highest industry standards with the use of point-to-point encryption. Such solutions are 3C’s enduring foundation; 3C Digital represents its future. “It’s all about where we go next,” Musgrave said. “3C Digital was really started to help our existing merchants as their path moved toward doing digital effectively.” For hoteliers, security remains a foremost priority, and 3C and Oracle are working closely together to address the many facets of payment that are unique to the hotel sector. “The nice thing about the new Oracle interface (OPI) is that it supports tokens in a much better way,” Musgrave said. “Within the hospitality industry there are lots of channels to consider before payments and card data come into a hotel – it could be online travel agents, it could be call centers, it could be global distribution systems. All that card data needs to be tokenised as soon as it reaches the customer site. Oracle routes this data to 3C to tokenise, and the token is stored in Oracle Hotel Property Management Systems. Tokenising this data significantly reduces the scope of PCI Security as the card data is no longer stored within the Customers environment.” Increasingly, hoteliers and merchants are needing to “solve the data requirements for the functionality of trade,” Musgrave said. And what’s often required is a consistent payment journey and a consistent transfer of data.” “What 3C does well is move that data and, obviously, handle payment data,” he added. “So, by bringing those pieces together, we believe we can offer some very innovative services.” 3C Digital is exploring other concepts, too. Of interest for hoteliers – especially those seeking to enhance their restaurant operations – might be “ordering ahead” capabilities and enabling guests at a restaurant or coffee shop to place a second order without leaving their table. Or they might be interested in what 3C calls “frictionless walkout” – giving guests the power to manage their checks from start to finish. “The consumer would open the check and have complete control of the dining experience,” Musgrave said. In other words, 3C plans to continue delivering – through innovation and reliability – what matters most to its clients: creating exceptional experiences for their guests.

If 3C Payment isn’t a household name, it’s certainly a trusted one in the hospitality business. The global payment service provider and Oracle Platinum partner has built its reputation among hoteliers...

Hotel

Hotel Mesikämmen: Fast Track to OPERA Cloud Property Management System

With popular neighbors, Lumi and Pyry, living next door, it’s no wonder Hotel Mesikämmen wanted to make sure its business could run at full speed. The perfect resort for a growing number of guests seeking an encounter with the Nordic region’s only giant panda couple in a protected habitat, the 101-room, Finnish property did what today’s marketplace demands: It moved its operations to the cloud. Hotel Mesikämmen had been a long-time user of the on-premises version of OPERA – Oracle Hospitality’s property management system trusted by hotels, large and small, across the globe. However, earlier this year, the hotel faced a typical technology scenario. It needed to update its existing systems to accelerate innovation and simultaneously reduce IT cost and complexity. In less than two months, the hotelier switched to OPERA Cloud PMS and was fully operational, capitalizing on the solution’s numerous advantages. “Guests increasingly want personalized service, and their expectations are continuously escalating in today’s on-demand world,” said Hotel Manager Petri Moisio. “We switched to OPERA Cloud, because its capabilities are the only way to keep pace with constant change and deliver the exceptional experiences that guests desire.” With OPERA Cloud, software updates, backups, security enhancements and other infrastructure updates are all performed centrally, meaning new features and services are accessible the moment they become available; there’s no waiting for weeks or months to implement software upgrades and launch new features. That translates directly into Hotel Mesikämmen’s ability to introduce the latest and greatest services to guests faster than the competition, and better anticipate and react to marketplace dynamics. The hotelier opted for the cloud-powered solution to achieve efficiencies across a spectrum of tasks, such as managing labor and accelerating hotel check-in. In addition, it can now tap into OPERA Cloud’s mobile capabilities – untethering staff to deliver exceptional guest service anywhere at any time. By making the switch to OPERA Cloud, Hotel Mesikämmen also eliminated the need for on-premises servers, erasing related capital and maintenance costs. The hotelier purchased OPERA Cloud in January 2019 and began implementation in early April. Along the way, the staff took advantage of OPERA Cloud’s e-learning opportunities to facilitate the transition. The new platform went live on May 27, hitting strict deadlines to ensure readiness for the peak summer tourism season. The OPERA Cloud implementation follows Hotel Mesikämmen’s earlier adoption of Simphony, Oracle Hospitality’s cloud-based, restaurant point of sale for food and beverage operations. Designed to function “better together,” the two solutions provide the hotelier a single universal view of guest activity and behavior on the property and its dining establishments. Located adjacent to Hotel Mesikämmen, Ähtäri Zoo is Finland’s second largest and features Snowpanda House, which China’s State Forestry Administration declared in 2017 as the best complex and outside enclosure for giant pandas in existence beyond China’s borders. It’s home for Lumi and Pyry, who arrived in 2018. Now, equipped with OPERA Cloud, Hotel Mesikämmen is more than ready to handle the pandas’ adoring visitors – and any pandemonium they might cause. Learn more about OPERA Cloud Hotel Property Management System and speak to an Oracle expert today!

With popular neighbors, Lumi and Pyry, living next door, it’s no wonder Hotel Mesikämmen wanted to make sure its business could run at full speed. The perfect resort for a growing number of guests...

Hotel

2019 Smart Decision Guide to Hotel Property Management Systems Part 3: Buying Considerations

Are you looking for a new Hotel PMS solution? Read this blog to discover some of the key factors that should be considered to make the best choice for your business. The third of a four-part series (read part 2), this blog highlights “must-know” information from the 2019 Smart Decision Guide to Property Management Systems, the industry’s definitive manual on the subject. This installment focuses on specialized modules and group sales capabilities of next-generation Hotel PMS. Specialized Modules Personalize the guest experience. It should be the mantra for every hotelier, and specialized modules are one means to achieve it. If you run a golf resort, for example, you may want a pro shop management module, which typically includes an array of features that make a golf outing first rate and caters to its participants: tee-time scheduling, billing and tournament management, and maintenance of guest profiles and histories as they relate to their golf activities (including financials, handicaps and records of purchases). If your hotel has a spa facility, then a spa management module warrants serious consideration; its capabilities would enable tracking, among other things, guest histories, medical conditions and preferences. Specialized modules are customizable to meet the needs of individual hotels and address a variety of operational issues, from housekeeping to concierge duties (which could include inventory management tools for processing guest packages). Considering guests’ rising expectations for quick, prompt personalized attention, hoteliers need to make sure their PMS can deliver such service. It’s worth asking the questions: What specialized modules does my business need and which PMS vendor is best-suited to provide them? Group Sales Capabilities   Hoteliers with function space inventory require integrated solutions that enable fast and efficient execution of complex event and banquet space bookings. Group sales managers need to be able to quickly view available inventory, price it and, if appropriate, block it. Hoteliers with multi-properties need a solution that centrally manages function space inventory across all locations and shares data in real time among them all. Advanced sales and catering functionality, which is often offered now as a core hotel PMS feature, maintains a tabulation of all function spaces within and across properties, manages combinations of function spaces,  interacts seamlessly with event sales, and records and manages the booking of group guest rooms. The best of these applications combine the sales and catering function with the guest data repository. Its primary benefit? Managers and staff can obtain information about all groups across all properties as well as individual guest spend on activities and reservations. Such advanced capabilities can help hoteliers better track expected event revenue, margins and final consumption – helping with overall continuous improvement efforts, including reducing waste. Gain more insights about PMS buying considerations by downloading your copy of the 2019 Smart Decision Guide here Learn more about Oracle Hospitality hotel PMS solutions and how they can help your business.

Are you looking for a new Hotel PMS solution? Read this blog to discover some of the key factors that should be considered to make the best choice for your business. The third of a four-part series (rea...

Event

Oracle Hospitality Sponsors “Hack the Night” Hackathon for Hotel Technology Coders

By: Sundar Swaminathan, Director, Hotel Solutions Marketing at Oracle Oracle Hospitality is proud to support HTNG’s (Hotel Technology Next Generation)“Hack the Night” – its inaugural Hackathon at Plug and Play’s Tech Center in Sunnyvale, CA, Jan. 25-27. Designed to be a fun, inspiring event for creative minds from diverse backgrounds, the Hackathon will challenge participants to build prototypes that yield innovative services for the hospitality industry. Today, hotels run predominantly on premise-based systems to manage hotel and F&B operations. They also build and develop multiple integrations between their core operational systems (ie., PMS, POS, reservations) and a host of specialized systems and infrastructure for Wi-fi, audio, video, payments, room keys, lighting and security. Add interfaces to OTAs, GDSs, social media platforms and the complexity of the hotel technology landscape becomes evident. And it’s destined to intensify with the advent of emerging technologies, such as artificial intelligence, robotics, virtual reality and biometrics, which already are disrupting the industry. Hotels need to adopt newer platforms for hotel and F&B operations that will enable them to integrate emerging technologies – and deliver the exceptional experiences tomorrow’s guests will demand. These market dynamics explain Oracle’s rapid transition to the cloud. It gives hotels the open platforms they need to integrate new technologies. Hence, our support of the Hackathon, which illustrates Oracle’s commitment and capabilities to partner with “the best and the brightest” to accelerate innovation. Two years ago, Oracle predicted that 80 percent of production applications would be in the cloud. The reality is, that movement to the cloud is moving even faster than our forecast. Cloud has become the foundation of modern business. The hotel industry is in the early stages of its technology transformation, moving from premise-based systems for hotel and F&B operations to cloud-based, mobile-enabled property management systems (PMS) and point-of-sale solutions (POS).  Moving to the cloud will reduce IT complexity at properties, secure enterprise data and centralize the technology infrastructure that hotels rely on for day-to-day operations. The “Hack the Night” challenge provides ample room for designing creative solutions, which must help hotels deliver a unique guest experience – employing data captured along the guest lifecycle. Using APIs (applications program interfaces) provided by Hackathon sponsors, participants need to build prototypes that: Utilize the guest profile to deliver a personalized, memorable experience Leverage machine learning and predictive analytics to model guest behavior Match external factors (weather, past customer purchases) to upsell guests The hotel guest experience offers a wealth of opportunities for innovation. We can’t wait to see ideas come to life at Hack the Night! To learn more, go to: Hack the Night

By: Sundar Swaminathan, Director, Hotel Solutions Marketing at Oracle Oracle Hospitality is proud to support HTNG’s (Hotel Technology Next Generation)“Hack the Night” – its inaugural Hackathon at Plug...

Hotel

Dalata Hotel Group, Ireland’s Largest Hotel Operator, Drives Efficient Operations with Oracle Hospitality Cloud

Dalata Hotel Group plc is the largest hotel operator in Ireland, operating the Clayton and the Maldron Hotel brands. In recent years, Dalata has expanded its presence into the UK market with a strong plan for growth. In addition to its own properties, Dalata manages a portfolio of partner hotels under lease and management agreements. With hotels located around Ireland & the UK, Dalata serves a wide range of customers, including leisure and business travelers. With the sturdy growth of technology companies in the Dublin area, Dalata has seen increased growth with international business travelers. Because of rapid expansion and growth through acquisition, Dalata had to overcome the challenge of having 11 different property management systems installed through its collection of hotels. The hotelier faced an uphill battle with difficulties integrating to third-party suppliers, standardizing reports, training staff, and addressing compliance issues in terms of data storage and clear visibility of customer data. Solving these challenges and others became critical. Dalata was an early adopter of OPERA Cloud. The timing was right for the hotelier to move to OPERA Cloud with the consolidation of properties and the goal of achieving a seamless view of data. The comprehensive reporting tool is essential to its business plan. While conversion continues with existing properties, new properties open with OPERA Cloud. The end goal is to have one environment with a standard platform that enables the hotel group to be agile with its rates and inventory to maximize revenue and provide excellent customer service. With the Oracle platform, Dalata determined that OPERA Web Services would make life a lot easier and allow the collection to present a single view to guests visiting its websites. Dalata uses this solution to connect with guests and speak to them on a level playing field. Essentially, the websites have the look and feel of the organization, offering consistent user experience and branding. But for Dalata, OPERA Cloud’s greatest value isn’t necessarily improving operations today; it’s about positioning the hotelier for the future. At a time when guests are increasingly demanding personalized experiences, hoteliers must adopt platforms that enable them to nimbly offer new services that meet consumers’ ever-changing needs and desires. OPERA Cloud accelerates innovation, reducing time to market, and simplifies IT complexity. Which means Dalata can focus on what matters most: Delighting its guests with exceptional service. Watch the full customer success story here and reach out to speak to an Oracle expert today!  

Dalata Hotel Group plc is the largest hotel operator in Ireland, operating the Clayton and the Maldron Hotelbrands. In recent years, Dalata has expanded its presence into the UK market with a strong...

Hotel

Hotel Julian Reimagines Modern Luxury Experience with Oracle Hospitality

Oracle Hospitality OPERA, RES 3700 and MICROS Workstation 7 Power New Chicago Hotel Redwood Shores, Calif. – Nov. 19, 2018 — Hotel Julian, the highly-anticipated luxury-lifestyle property from Oxford Capital Group, LLC., open to the public since October 2018, offers guests a remixed luxury experience supported by Oracle Hospitality solutions.  “Hotel Julian embodies the spirit of luxury hospitality and we are excited to provide guests with a unique experience that blends architecture, history and art,” said Ludmila Chervona, Hotel Julian general manager. “With OPERA property management software, we are able to provide guests with curated service that will help establish Hotel Julian as a new landmark property in Chicago.” Hotel Julian uses Oracle Hospitality OPERA property management software to create a unique experience for guests staying in one of the 218 available rooms. On-property restaurant About Last Knife also features Oracle Hospitality RES 3700 and MICROS Workstations to streamline operations and provide engaging service for diners. “Hotel guests today are looking for more than the basics – they are looking for an unforgettable experience from the moment they check in through to departure,” said Greg Webb, senior vice president and general manager, Oracle Hospitality. “Battle tested at the largest hotel chains in the world, Oracle provides independent operators the technology needed to deliver engaging guest experiences that will drive long-term loyalty.” Oracle Hospitality OPERA provides a full-featured property management system that enables hoteliers to deliver world-class guest service and increase operational efficiency across the property. In addition, Oracle Hospitality RES 3700, a leading food and beverage management platform, provides enterprise point-of-sale and back-office functionality to support a wide range of food and beverage operations. Hotel Julian purchased Oracle Hospitality OPERA, RES 3700 and MICROS Hardware in April 2018. # # # About Oracle The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at www.oracle.com About Oracle Hospitality Oracle Hospitality brings over 40 years of experience in providing technology solutions to independent hoteliers, global and regional chains, gaming, and cruise lines. We provide hardware, software, and services that allow our customers to act on rich data insights that deliver personalized guest experiences, maximize profitability and encourage long-term loyalty. Our solutions include platforms for property management, point-of-sale, distribution, reporting and analytics all delivered from the cloud to lower IT cost and maximize business agility. Oracle Hospitality’s OPERA is recognized globally as the leading property management platform and continues to serve as a foundation for industry innovation. For more information about Oracle Hospitality, please visit www.oracle.com/Hospitality About Oxford Capital Group, LLC and Oxford Hotels & Resorts, LLC Oxford Capital Group, LLC is a national real estate investment, development and management firm. Oxford Hotels and Resorts, LLC is its wholly owned hotel operating affiliate. Oxford, its affiliates, and principals have been involved in approximately $3 billion of real estate and private equity investments, including approximately 13,000 hotel rooms and over 2,000 senior housing units. The firm's primary areas of focus are hospitality, mixed-use, senior housing, multifamily, urban retail, parking, and other operationally intensive forms of real estate.  This includes health, fitness, spa, athletic and sports/entertainment destination clubs, and entertainment destination outlets including hotel rooftop venues. Oxford's geographic focus includes the nation’s top cities, such as Chicago, New York City, metro Washington D.C., Boston, Los Angeles, San Francisco, and other select markets with unique attributes including Charleston, SC, New Orleans, LA, and a variety of markets throughout Florida. In addition to prominent national projects throughout the country, Hotel Julian Millennium Park is Oxford’s 13th concept. Its growing hospitality brand collection includes ALK, The Godfrey Hotel & Cabanas, Cass, Essex, SX, Felix, Godfrey, I|O, LondonHouse, LH, Julian, WTR Pool & Grill, and SpaBoutique. For information, visit www.oxford-capital.com or www.ohrllc.com Trademarks Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Oracle Hospitality OPERA, RES 3700 and MICROS Workstation 7 Power New Chicago Hotel Redwood Shores, Calif. – Nov. 19, 2018 — Hotel Julian, the highly-anticipated luxury-lifestyle property from Oxford...

Casino/Gaming

Welcome to the 2019 Smart Decision Guide to Hotel Property Management Systems

Selecting the right hotel property management system is vital when making operational and strategic decisions for your hotel, and it can be a daunting task. Which is why we’re here to help. In partnership with Starwood Research, Oracle Hospitality has just released The 2019 Smart Decision Guide to Hotel Property Management Systems – an indispensable resource to make the best possible decision – some would say the smartest – when selecting a new PMS. The 2019 Smart Decision Guide – as well as a series of upcoming blogs to be published here – will help hoteliers of all shapes and sizes, from independents to multinational enterprises, conduct the necessary research and evaluations to make the best selection for their business. The guide explores: Key topics & concepts: Highlights features and functionalities of next-generation PMS and the latest breakthroughs achieved by technological innovation. Covers topics from personalization and revenue management to developments in cloud technologies and technology interoperability. Buying considerations: Discusses the factors that need to be considered when purchasing a PMS and examines them in detail, along with the individual advantages each offers. Must-ask questions: Provides frequently asked questions about PMS and the hotel industry, followed by comprehensive answers. Roadmap and recommendations: Offers recommendations to help steer PMS buyers in the right direction during the evaluation phase. Enhancing the guest experience is a never-ending quest, but it can’t even begin without having the right PMS; it’s essential for improving hotel operations, and vital  for delivering personalized experiences that guests increasingly demand. That’s why this guide is a “must read.” Follow the link below to get your copy now! Get your copy now!

Selecting the right hotel property management system is vital when making operational and strategic decisions for your hotel, and it can be a daunting task. Which is why we’re here to help. In...

Hospitality

Journey through the Guest Experience: Take a Walk through Oracle’s Hotel Process Map

Enhance Revenues, Operational Efficiency, and Customer Lifetime Value with Hospitality Solutions from Oracle Finding a comprehensive hotel technology platform can be daunting.  There are a variety of different touchpoints within the customer journey, from shopping for hotels, to booking rooms and amenities, to saying on property, paying, and (hopefully) booking with your brand again. Technology plays a key role at each of these touchpoints, enabling hotels to drive more targeted sales and marketing initiatives, enable guests to have an easier shopping and booking experience, more personalized stay on-property, more payment options, and better post-stay service and engagement. The Hotel industry process map helps you visualize and drill into each major hotel process – it captures the guest journey and key processes hoteliers need to manage.  For each process, it outlines challenges, capabilities needed to address these challenges, and the solutions Oracle Hospitality offers to help you deliver the seamless personalized experience your hotel guests crave. Explore the Hotel industry process map and let us know if you want to engage a sales expert to learn more!

Enhance Revenues, Operational Efficiency, and Customer Lifetime Value with Hospitality Solutions from Oracle Finding a comprehensive hotel technology platform can be daunting.  There are a variety of...

Hospitality

Starfleet Research: The Real Benefits of AI

So many people are clamoring about AI – or artificial intelligence – but do you really have a firm grasp on how hoteliers are using it to enhance the guest experience? Odds are, probably not, which is exactly why we commissioned Starfleet Research to conduct a major study exploring AI’s usage and benefits in the hotel business. Rather than discuss nebulous, theoretical aspects of AI, the report – “How Artificial Intelligence Enhances the Guest Experience” – provides empirical evidence to help place AI’s current use in context, quantify real benefits and gauge hoteliers’ interest and commitment in the technology’s development. Among the findings: Several leading hotel groups report that their AI-enabled concierge services – answering guest queries by text and/or voice – have reduced calls to the human concierge desk by 35 percent or more, freeing associates on property from routine tasks. AI-enabled technology has been shown to improve hotel guest response and service time (or decrease problem resolution time) by 33 percent. 76 percent of hoteliers say they already have invested – or plan to do so within the next 12 months – in one or more AI technology-related initiatives (including chatbots and mobile messaging apps) focused on enhancing the guest experience. 82 percent of hoteliers cite the ability to “capture data from which hoteliers can generate actionable insights for improving business processes and driving innovations that further enhance the guest experience” as a top benefit of an AI-technology initiative. A field of computer science, artificial intelligence is the pursuit of developing computers that can simulate human intelligence – specifically, learning, reasoning and self-correction. AI technology varies greatly in sophistication – from automation and reactive machines that can analyze options and select optimal ones, to limited-memory devices (as found in autonomous vehicles), which can use past experiences to shape future decisions. But the recent surge in AI research coincides with the advent of big data. AI’s ability to identify patterns and glean insights from data – now available faster and in greater quantity and variety – yields advantages to almost any industry. According to the Starfleet Research report, some observers say hoteliers have been somewhat slow to embrace AI, but no more. The use of robotic butlers, concierges and luggage handlers have garnered considerable media attention, but such manifestations of AI mostly have promoted their novelty. Thus far, the real value for hotels comes in the form of mobile and voice-activated assistants that offer guests an easy and intuitive way to interact with them. What hoteliers find most alluring about AI, however, is what comes next. According to the report, “Artificial intelligence improves in performance with the addition of increasingly large volumes of data and increasingly sophisticated algorithms. It improves as it learns more and more about guests’ wants, needs and preferences, continuously augmenting its knowledge base… that enable it to progressively improve the quality of its responses and predictive capabilities.” As the report’s findings show, AI-powered response technology is generating time savings, costs savings and enhancing guest relationships. But as AI solutions become “smarter,” they can anticipate and predict guest behavior, offering a level of personalized service that is unimaginable today. For example, “artificial intelligence can automatically set up a guest room with a level of precision that would elude human efforts” and “customize services and activities and calculate the optimal time to send invitations,” according to the report. Adopting a powerful technology such as AI also requires significant employee education and an internal culture change. The report emphasizes the importance of incorporating AI into an overall business strategy to realize its full potential for guests, employees and the organization as a whole. Did you enjoy this blog? Let us know down below, download the full report! Have any questions?  Email us at oraclehosp_ww@oracle.com or visit our website for more information.

So many people are clamoring about AI – or artificial intelligence – but do you really have a firm grasp on how hoteliers are using it to enhance the guest experience? Odds are, probably not, which is...

Hospitality

All you need to know about OPERA R&A: Watch the demo on demand

If you’ve ever wondered how OPERA Reporting & Analytics gets the right data to the right staff at the right time to execute smartly, here’s your chance. We recently hosted the Oracle Hospitality Webcast: Live Demonstration of OPERA Reporting & Analytics. We’re thrilled by the turnout it received, but realize it couldn’t accommodate everyone’s busy schedule. That’s why we’re making the webcast replay available to you on-demand. It’s now available to view at your convenience. Most importantly, the webcast features the questions you want most answered about OPERA Reporting & Analytics. (Select queries from your peers were fielded during the live broadcast.) OPERA Reporting & Analytics Cloud Service represents a next-generation reporting solution that enables every team member to execute decision based on facts, not hunches. With OPERA Reporting & Analytics, key personnel – ranging from operations managers at properties to revenue management directors at corporate – can swiftly obtain, analyze and act upon information specific to their unique responsibilities. Among the topics it covers: property information, profiles, reservations, blocks, rates and revenue types, financial, and sales and catering. Such topics are structured in a fashion that enables easy access to key business metrics, and OPERA Reporting & Analytics provides an array of powerful visualization tools to make sense of them all. The webcast “walks through” key elements of the reporting solution and addresses topics such as: Configuring MyPage, Understanding Dashboards, Editing a Sample Report, Creating a New Analysis, Administration Review, Report Mail and Using SmartView. Among the audience questions it answers: Where is the tool hosted? How is the data being sent from on-premise hotels to this tool? Is it real-time? Is there a limitation for the number of users that can access the application? How are users trained? We hope you’ll find the webcast replay informative and understand how OPERA Reporting & Analytics can be adapted to meet the unique data needs of any hotel. For more information about OPERA Reporting and Analytics, please contact your sales executive or visit the OPERA Reporting & Analytics solution page.

If you’ve ever wondered how OPERA Reporting & Analytics gets the right data to the right staff at the right time to execute smartly, here’s your chance. We recently hosted the Oracle Hospitality...

Hospitality

Empower Your Staff – Deliver Insights With OPERA Reporting and Analytics

In this data-driven economy, hotel operators need key information at their fingertips to deliver a superior customer experience, leverage market conditions, and beat the competition. Making data-driven decisions has become increasingly important in driving the bottom line for the hospitality industry. In a recent survey, 93% of executives said their organization is losing revenue because it is unable to fully leverage information. OPERA Reporting and Analytics can help hoteliers address this challenge by providing easy, near real-time access to hotel data.  Built on Oracle Business Intelligence Enterprise Edition, the industry leading platform for reporting and analytics capabilities, OPERA R&A provides powerful capabilities including: Multi-property reports allowing hoteliers to gain consolidated insights into the operations of all properties across the enterprise. Near real-time reports allowing every hotel team member to react to changing business situations throughout the business day. Multiple visualization methods so hoteliers can get powerful insights from enterprise data Reports from a variety of subject areas that are easily accessible to users. Scheduled reports that can be delivered by email by user and role, so managers and executives find actionable reports in their mailboxes Join our webcast on August 21st and find out more:  11am PT 

In this data-driven economy, hotel operators need key information at their fingertips to deliver a superior customer experience, leverage market conditions, and beat the competition. Making...

Hospitality

OPERA and Simphony Cloud: 5 Steps to Maximize Cloud Success

Oracle is the market leader for scalable and secure cloud solutions. But what’s the best way for OPERA and Simphony Cloud Point of Sale customers to tap our expertise to achieve maximum cloud success and innovation? Oracle’s Susannah Grieve sat down and interviewed Paul Dickson, vice president solutions enablement for Oracle Hospitality, to seek his insights on helping customers meet their objectives.    With a decade-long tenure at Oracle, Paul is an expert in customer migration, transition of cloud services and driving customer success management. He recently shared his expertise at Oracle Industry Connect  – our cross-industry innovation summit held in New York City – and is committed to helping customers grow their business and guide their journey to the cloud. The following are his recommendations: 5 Steps to Cloud Success: Embrace the cloud-service model You are making the paradigm shift to the cloud model and how you choose to engage with technology. It is important for you to recognize the changing relationship with your business solutions provider, as standardization and simplification will ensure value in your business. Unnecessary complexity doesn’t add value; it adds cost. The cloud-service model, if embraced, will bring your business value and innovation. Adopt best practices Applications provisioned in our cloud services have evolved over decades – by working directly with tier-1 customers in both the hospitality and food and beverage industries, learned best practices are embedded in these solutions with multiple iterations. They’re engineered to specifically address industry needs and optimize the customer experience. Leverage the best practises in OPERA Cloud and Simphony Cloud to ensure customer experience is optimized. Evaluate business processes Moving from on-premise solution to cloud-service solution is a transformational Making this journey, you are engaging in a change management process. Therefore, it is important to realign your business structure to leverage the organizational change impact and embrace your new business processes. Plan ahead There can sometimes be an assumption that making the transition to cloud is an event rather than a journey. Those customers who realize the most success of leveraging their cloud investment are those who stay connected with their service provider. Collaborate with your provider and have a plan that supports functional enhancements and performance advantages. Oracle invests annually in product and performance enhancements – continue to be engaged with Oracle, and you will continuously benefit from those investments. Leverage experts You are not alone in this journey. With Oracle, you can capitalize on its huge infrastructure, including a broader integrated ecosystem. Take advantage of Oracle enterprise architects and Cloud implementation specialists, who can help you understand the benefits and bring value to your organization. Our skilled and experienced consultants help customers on a daily, weekly, monthly basis and are ready to help you. The Future for Cloud Customers Oracle Hospitality and Oracle Food and Beverage are committed to cloud services, making the technology a foremost priority to accelerate innovation for our customers. With a focus on scalability and security, we are dedicated to continuously improving customer service and support. If you would like to learn more about Oracle Hospitality and Oracle Food and Beverage cloud solutions, email oraclehosp_ww@oracle.com.  

Oracle is the market leader for scalable and secure cloud solutions. But what’s the best way for OPERA and Simphony Cloud Point of Sale customers to tap our expertise to achieve maximum cloud success...

Hospitality

Interview with Adriana Torres, Senior Vice President for Oracle Global Hospitality and Food & Beverage Support

Adriana Torres is senior vice president for Oracle Global Hospitality and Food & Beverage Support, an organization with approximately 1,000 employees worldwide that supports our hotel and food & beverage customers in more than 140 countries, and in more than 20 languages. With a career that has spanned 30 years and began in her home country of Brazil, Adriana started as a trainee in HR for British Petroleum and spent a decade with the company. During her tenure at BP, she rose through the ranks to a senior manager position reporting to the president—and, at only 28 years old, she was one of the first females in the company’s history to hold a management position. After leaving BP, she joined Citibank Brazil’s credit card business as its head of customer service and HR, quickly got promoted to head of customer service for Latin America, and moved to Florida. During her time in Latin America, her responsibilities expanded to corporate bank business and was then promoted to senior vice president. In 2006, as global head of customer service for the consumer business, she was promoted again to managing director and moved to New York, supervising 200 countries and 15,000 employees. In 2012, she left Citi to join Visa as the global head of customer care services and moved back to Florida. During her tenure at Visa, she was the recipient of the Diversity and Inclusion Award by the Miami Chamber of Commerce. In 2016, she left Visa to join Oracle in her current role, and she moved to California. On her leadership journey, Adriana says there are 10 affirmations that have guided her professional career. Love what you do. Get things done. Don’t be afraid to take risks. Do the right things and do them right. Learn from your mistakes. Never stop learning. Build positive relationships. Be a team player. Be tough when you need to, but be respectful of others. Recognize and celebrate success. According to Adriana, the practice of diversity and inclusion is simply part of her DNA. She has been working with employees, colleagues, and customers around the globe for more than 20 years and can’t imagine a world without diversity. “Diversity of thoughts, mind, gender, culture, and races are attributes that make us unique and special as human beings,” she says. “If you are able to recognize these differences and leverage them to learn and to grow personally and professionally, then you are able to accomplish greater successes. In my field, understanding and promoting diversity is key to providing better services to our diverse customer base.” For Adriana, celebrating Women’s History Month at Oracle is a time when everyone comes together to learn about women’s contributions to the community and society, as well as to reflect upon what we could also be doing as a company to further contribute to our markets and make a difference in our community and our respective professions. “I have always believed that if you want something, you have to work for it,” she says. “It’s imperative to have a clear understanding of what you want to do, and what your personal and professional goals are, before you make a plan and attack that plan with conviction. To be clear, it does not mean that you need to do everything by yourself. There are many people who can help you on your journey, and they will present themselves along the way. It can be a friend, a family member, your boss, a colleague, or even a direct report. I have learned from all of them—and continue to learn from them every day.” She also says it’s important to believe in yourself and be proud of your accomplishments. “There is nothing you can’t do if you put your heart, your work, and your time in it—and, enjoy the ride,” she says.  

Adriana Torres is senior vice president for Oracle Global Hospitality and Food & Beverage Support, an organization with approximately 1,000 employees worldwide that supports our hotel and food &...

Hospitality

Hotel 2025: Voice Activation – Novelty Gimmick? Think Again.

Welcome to the fourth in our series of Hotel 2025 blogs, where we will be sharing insights from the Oracle Hospitality report, Hotel 2025, including perspectives from more than 150 hotel operators and some 2,700 consumers on the emerging technological innovations redefining guest experiences. Voice-activated assistants have progressed in quantum leaps in recent years. The days when Siri was merely a novelty are long gone. Voice-activated devices such as Google Home, Amazon Echo and Apple HomePod are increasingly getting deployed in homes, and hotels.  In fact, Amazon just announced that their Alexa device will be installed by Marriott at several of their properties. And it’s easy to see why: Stanford University published a study indicating that speech-entry searches were 3x faster than text-entry searches. Considering that speed of service and ease of use are critical success factors in the hotel market, voice activation holds much promise. After all, research shows that a typical hotel guest takes 12 to 15 minutes figuring out how to operate hotel room functions. Wouldn’t they prefer to ditch the remotes and switch to voice? Voice activation could be implemented in a variety of ways in hotels. Its use in making room reservations yielded the following responses from Hotel 2025 survey participants: 65% of hoteliers and consumers find this idea very or somewhat appealing. Just over 50% of hoteliers and consumers say this will improve the guest experience. But only 57% expect this voice-activation application will be mainstream or mass adopted by 2025. How many times in a hotel have you woken up in the middle of the night to adjust the thermostat? Or spent far too long trying to figure out the purpose of certain controls? These are common pet peeves of hotel guests, and they may be resolved soon. According to published reports, Aloft Hotels deploy iPads in their rooms, allowing guests to adjust the temperature and lighting through Apple’s voice assistant, Siri. And as voice activated room controls gained traction, we decided to poise this application to our survey group of hoteliers and consumers. Amongst the group, 90 percent say this technological application will be mainstream or mass adopted by 2025, with only 4% believing that it will gain no meaningful adoption. Such usage isn’t just popular with consumers; 70% of hotel operators say this application is very or somewhat appealing. Nearly half are confident that voice-activated room controls will make employees happier and more engaged. Voice-activated guest recognition also could play a key role in streamlining the guest experience. The technology promises to enable guests to quickly identify themselves to front desk staff. Such capability elicited the following response from consumers and hoteliers: 3/4 say this will be mainstream or mass adopted by 2025. More than 50% expect this will improve the guest experience, and 30% say this will improve operational efficiency. Cost (30%) and customer adoption (20%) prove to be the largest concerns for hotel operators. “What credit cards do you accept?” “What time is breakfast available from?” “What family friendly restaurants are nearby?” These are three of the most common questions guests ask hotel staff. Voice-activated devices could provide answers quickly, increasing speed of service and operational efficiency. It’s only a matter of time before hoteliers will be able to customize answers for questions that their guests are specifically asking. Among hoteliers and consumers, 58% say this voice-activation application will be mainstream or mass adopted by 2025, and 1/5 anticipate it will have no meaningful adoption. The biggest concern for hoteliers proved to be ease of use (24%), followed closely by cost (20%). Only 5% of today’s consumers use voice shopping, but according to MoffettNathanson, an independent research firm, that number could reach 50% by 2022. We raised the topic of voice-activated room service to our survey group: Almost 3/4 of our surveyed hoteliers and consumers say this technology will be mainstream or mass adopted by 2025, with 1/3 predicting this will be implemented within the next year. 50% of hotel operators say this will improve the guest experience. Although 60% of hoteliers and consumers find voice-activated room service to be very appealing, 25% say it is very or somewhat unappealing. There is little doubt that voice activation will become part of the mainstream hotel experience in the near future, especially because operators are pegging voice activation as the second-most indispensable hotel technology. We hope you found this blog interesting and informative. Keep an eye out for the next Hotel 2025 blog, which will explore the future of biometrics in hospitality. For a copy of Oracle Hospitality’s Hotel 2025 report, please download it here.

Welcome to the fourth in our series of Hotel 2025 blogs, where we will be sharing insights from the Oracle Hospitality report, Hotel 2025, including perspectives from more than 150 hotel operators and...

Hospitality

Hotel 2025: Captivating Guests with Artificial Intelligence

Welcome to the third in our series of Hotel 2025 blogs, where we will be sharing insights from the Oracle Hospitality report, Hotel 2025, including perspectives from more than 150 hotel operators and some 2,700 consumers on the emerging technological innovations redefining guest experiences. Artificial intelligence is a field of computer science in pursuit of developing computers that can simulate human intelligence – specifically, learning, reasoning and self-correction. Though the term was first coined in the 1950s, AI reached a major milestone in 2017 by beating the world’s best player of the Chinese board game called, Go. To put this achievement into perspective, the number of potential moves in Go is so large that you simply cannot enumerate all the possible outcomes, proving that for the first time, AI could be programmed to truly mimic the learning process of the human brain and “out think” a world champion. The company behind this achievement stated that the algorithm could be applied to many other applications. Which raises the question: How can the hospitality industry leverage this powerful technology? Suggestions and recommendations based on search history and preferences are already largely in use, but adding AI technology to the mix elicited excitement among hoteliers and consumers surveyed in Hotel 2025: 67% say this AI application will be mainstream or mass adopted by 2025. 3/4 find this very or somewhat appealing. 61% say AI will improve the guest experience, and 57% expect it will improve operational efficiency. One of the biggest challenges of successful upselling is making the offer relevant. Today, huge amounts of customer data can be utilized for this effort, but the timing of the offer is crucial, too. By using AI, hoteliers can leverage this knowledge for any given customer environment – be it the hour of day, location, or remaining vacation time - creating a powerful impression on their guests. Studies have shown that successful upselling increases online reputation by 25%. According to our survey, 2/3 believe that this technology will be mainstream or mass adopted by 2025, with almost 70% finding this to be appealing. More notably, 60% believe think that AI technology will improve the guest experience and 38% believe it will employee efficiency. Nothing makes customers feel more valued than having thoughtful hotel staff who understand their wants and needs. Thankfully, AI is on standby, ready to suggest targeted, in-destination recommendations for guests during their stay: Almost 70% say this AI application will be mainstream or mass adopted by 2025. Two thirds of surveyed consumers find this very or somewhat appealing. 61% say this will improve guest experience, and 41% expect it will improve employee efficiency. Cou-Cou, Brunost, Doubles, Papri Chaat and Dosa. In case you’re a little confused, these are a handful of world foods and dishes you probably haven’t heard of. Guests travel thousands of miles to see, experience, learn, and of course, taste what countries have to offer. But how do travellers know what to try? AI is capable of producing targeted dining recommendations for guests based on their history and preferences, turning the unknown into the unforgettable. According to our survey, 4/5 would find dining recommendations very or somewhat appealing, and 72% believe it will be mainstream or mass adopted by 2025. Almost two thirds say targeted dining recommendations will improve the guest experience. Combined with the fact that the cost of such implementation is far less of a concern for hotel operators, AI-powered dining recommendations seem certain for early adoption. In general, AI is perceived as more affordable when compared with other technologies explored in this blog series. And its ability to utilize data and provide customers with tailored recommendations and offers makes the technology hard to overlook. It deserves consideration to be placed front and center before consumers, who might be compelled to tout AI’s benefits in their reviews and recommendations – which continue to gain influence in an era of social media. We hope you found this blog interesting and informative. Keep an eye out for the next Hotel 2025 blog, which will explore the growing importance of voice activation in hospitality. To read a complete copy of Oracle Hospitality’s Hotel 2025 report, please download it here.

Welcome to the third in our series of Hotel 2025 blogs, where we will be sharing insights from the Oracle Hospitality report, Hotel 2025, including perspectives from more than 150 hotel operators and...

Casino/Gaming

MGM Resorts: Delivering Innovation at Unimaginable Scale

With more than 40,000 hotel rooms on the Las Vegas Strip alone, MGM Resorts International is fully aware of the need for innovation to meet the ever-changing needs and wants of its guests. To underscore its commitment to digital transformation to drive enhanced guest experiences, MGM’s chief information officer, Sy Esfahani, shared a revealing statistic at this year’s Oracle Industry Connect, our cross-industry innovation summit: In 1958, the average age of an S&P 500 company was 60. Today, it’s just 15. The takeaway: If you’re not innovating in an era of constant disruption, your business life expectancy will be shortened. “We are rebranding ourselves because our gaming business is not growing; it’s actually shrinking,” Esfahani said. “We’re becoming more of an entertainment company,” he added, noting MGM’s food & beverage revenue of $1.6 billion in 2016. “The people who come to Las Vegas are not elderly, sitting for hours in front of slot machines. They’re coming here wanting to be entertained; they go to events, they go to clubs, and they go shopping.” The shifting marketplace spurred MGM to pursue a digital transformation. Embarking on such a journey, he said, requires the CEO and executive team to set the tone in establishing an organizational culture that embraces innovation. Without cultivating buy-in, the likelihood of failure increases significantly, Esfahani said, adding, “culture eats strategy for breakfast.” It also is imperative to no longer consider technology as a support function and view it instead as a business unit.  “Every CEO is looking at how technology can increase revenue,” Esfahani said. “As CIOs and CTOs, you need to look through that lens – how do you help your CEO drive revenue?” With such objectives in mind, MGM upgraded to OPERA v5.5.0 e15 and gained performance benefits such as: transactions per day increased to 51.1 million (592 per second) from 30.3 million (351 per second); and night audit runtime average decreased to 1 hour from 6 hours. By employing a well-defined, enterprise architecture and aligning an “IT roadmap” with business strategies, MGM accelerates technology delivery and offers guests innovations, ranging from smart rooms, sophisticated ecommerce and mobile app & digital keys to self-service check-in and mobile POS. Esfahani attributed MGM’s success in IT strategic planning to the creation of “LOB Steering Councils” that translate business strategies into IT priorities. In essence, they define business strategy that drives the IT agenda and, in turn, help view business strategy through a technology lens. In closing, Esfahani offered a final piece of advice, which he described as “digital Darwinism" and quote from Charles Darwin himself: “It is not the strongest of the species that survives, nor the most intelligent that survives,” he said. “It is the one that is the most adaptable to change." MGM’s Golden Rules for Digital Business Transformation Every company is becoming a technology company, so technology is everyone’s business. Digital business transformation will impact your business dramatically. CIO/CTO must lead the change. Understand your business and your industry and form a closer partnership with your business leaders. Transform your IT organization (cloud, analytics, etc.) for innovation and accelerated delivery. Develop your digital journey one moment at a time; be a cautious early adopter. View the full Oracle Industry Connect session on Oracle Hospitality's exclusive customer community, The Lounge.

With more than 40,000 hotel rooms on the Las Vegas Strip alone, MGM Resorts International is fully aware of the need for innovation to meet the ever-changing needs and wants of its guests. To...

Hospitality

OPERA Reporting and Analytics — Unlock the Power of Data

These days, every hotelier knows there are invaluable business insights to be discovered in data. But just tracking the sheer volume of information that flows into an enterprise often is daunting – not to mention the monumental difficulty of processing and analyzing the data to deliver the right actionable insights to the right staff at the right time. Consider what was deemed impossible, however, no more. A new offering from Oracle Hospitality – OPERA Reporting and Analytics (OPERA R&A) Cloud Service – represents a next-generation reporting solution that enables every team member to execute decision based on facts, not hunches. With OPERA Reporting and Analytics, key personnel – ranging from operations managers at properties to revenue management directors at corporate – can swiftly obtain, analyze and act upon information specific to their unique responsibilities. What makes OPERA R&A an unrivaled analytical tool? It is powered by Oracle Business Intelligence Enterprise Edition or OBI. In plain language, OBI is an industrial-strength analytics engine known for its capability to develop, design and deploy reports. In fact, it’s identical to the Oracle engine powering business intelligence for many of the top companies found on The Fortune 100 list. OPERA Reporting and Analytics addresses a broad range of business topics. Among them: property information, profiles, reservations, blocks, rates and revenue types, financial, and sales and catering. Such topics are structured in a fashion that enables easy access to key business metrics – and OPERA Reporting and Analytics provides an array of powerful visualization tools to make sense of them all. It also makes “slicing and dicing” of data easy, enabling staff to efficiently glean insights to achieve what matters most – delivering exceptional guest experiences. But what makes OPERA Reporting and Analytics a comprehensive tool is its ability to empower everyone within the hotel organization. OPERA R&A comes with three standard dashboards that can be used out-of-the-box at a property or corporate level. OPERA R&A also comes with six sample reports that span all areas of the OPERA PMS. These reports can be used as templates that can be customized or published to end users as they are.  To illustrate its versatility, here are examples of the roles OPERA R&A can assist: Corporate/Area Revenue Managers: Responsible for reviewing a group of properties at the same time, these managers need not only to compare performance across multiple properties, but evaluate year-over-year performance within those properties simultaneously. By using a Line Bar combination to report                        on measures such as ADR, Total Revenue or RevPAR for a given time period, they can quickly identify top performers – as well as those needing attention. Property General Managers: The solution can be used to generate high-level views of performance at the property level or dive deeper into key performance metrics, such as room revenue or occupancy rate. General managers, for example, can generate summaries of daily business operations – personalized for each manager. They also can view activity summaries by key measures such as room revenue, F&B revenue, and occupancy for the past 24 hours, comparing it with Same Time Last Year (STLY), Month to Date (MTD) and Year to Date (YTD). With such reports, general managers can assess performance across different operations within the property and improve day-to-day decision-making. Operations Managers or Front Desk Managers: Chief among their concerns are monitoring the number of arrivals and departures each day and ensuring sufficient room availability. They’re also watching for different VIP guests and managing maintenance issues that could cause for Out of Service (OOS) or Out of Order (OOO) rooms. With OPERA Reporting and Analytics’ near real-time capabilities, they can access reports showing essential data: checked-in rooms; number of departures and arrivals remaining; and number of available rooms, including clean/dirty status. The result? Quick identification of a potential variance in the demand for clean rooms – and even faster resolution with housekeeping. To learn more about how OPERA Reporting and Analytics can help hotel staff make informed decisions and enhance operations, contact Oracle Hospitality.

These days, every hotelier knows there are invaluable business insights to be discovered in data. But just tracking the sheer volume of information that flows into an enterprise often is daunting –...

F&B

3 Reasons to Switch to Simphony Cloud Point-of-Sale

Delivering personalized experiences to guests with ever-changing needs is one of the great challenges faced in hotels today.  You need to continuously, transform your business to keep pace with the guests’ needs, which requires a platform that enables and accelerates your business’ evolution. Oracle Hospitality’s Simphony Cloud Service, is an enterprise, point of sale platform that enables the innovations necessary to create new guest experiences.  Simphony increases operational efficiency with centralized menu management and mobile ordering while simplifying integrations to the latest technologies.  With Simphony, you can manage properties anywhere in the world from a single enterprise – ensuring that each location delivers a consist experience wherever you service a guest.  A globalized configuration eliminates the need to locally manage the system, allow the team to focus on the guest and create the best possible experience. Here are just 3 reasons why you should move to Simphony Cloud today: 1) “Always-on” Operating global enterprises mean being ready for almost any network condition imaginable.  Simphony’s architecture ensures each property’s operations run without interruption when an Internet disruption occurs.  Using locally deployed services for property operations ensure that the Simphony Point of Sale client running on our Oracle MICROS Tablet 700 Series, the Workstation Compact 310  and 310 R, or Workstation 6 Series devices never skips a beat.  The Oracle Hospitality hardware is elegant, durable, and purpose-built to withstand the environmental requirements of the hospitality industry. 2) Powerful Analytics Help You Run a Smarter Business Simphony’s Reporting and Analytics capabilities are powered by Oracle Business Intelligence Enterprise Edition (OBIEE), which enables you to create dashboards and visualizations that highlight your operation’s key metrics.  Using the operational insights provided by OBIEE, you can make faster, smarter decisions that improve your bottom line. Oracle MICROS InMotion Mobile app extends Simphony’s reporting capability to a manager’s mobile device, providing real-time sales information anytime, anywhere so they can always keep pace with what is happening. 3) Increased Speed of Service The Simphony POS client user interface is easy to navigate and quick to learn.  Taking orders tableside with a Tablet 700 series enables servers to quickly get drinks to the bar and food to the kitchen accurately and efficiently.  Using the Engagement feature, servers can quickly access information about specials and events going on around the property that might interest the guest.  Simphony’s Table Management and Kitchen Display System servers and hosts real-time data on table and kitchen status, ensuring orders are delivered to your customers accurately and quickly.   Now is the perfect time to make the move you’ve been thinking about – modernize your business by moving to Oracle Hospitality’s Simphony Cloud. Transforming your business will not only revolutionize the way you do business to best serve customers today, it will also anticipate their needs for tomorrow. Contact Us to learn more about Simphony Cloud.

Delivering personalized experiences to guests with ever-changing needs is one of the great challenges faced in hotels today.  You need to continuously, transform your business to keep pace with the...

Event

Windy City Wrap Up: Cloud, Mobile, and Best of Breed POS Tech at NRA 2018

The Oracle Hospitality team just wrapped up four days at the National Restaurant Association Show in Chicago. Day one of the show kicked off with great enthusiasm around cloud technology. Our Simphony Cloud POS solution was displayed throughout the booth, to demonstrate the greater operational efficiency that cloud technology provides to restaurant operators; such as lower IT costs, centralized management, and access to real time operational data. On day two of the show we found ourselves talking a lot about kiosk.  Self-service kiosks provide restaurant operators with significant advantages: revenue growth opportunities, lower costs, and innovation. Kiosk software powered by Oracle Hospitality’s Simphony Cloud POS platform allows operators to collect data about consumer behavior, enabling delivery of targeted promotions. Day three was all about tablets. A great way to increase speed of service, tablets have become paramount to restaurant operations. The Oracle MICROS Tablet 721 provides a ruggedized solution built to withstand harsh hospitality environments. To bring the show to a close, day four focused on the Oracle MICROS Compact Workstation 310. The newest addition to our hardware portfolio provides a perfect choice for operations with a limited menu and counter space. These all-in-one units are not only portable with a small 10-inch footprint, but are durable enough to withstand the harshest of temperatures. Submit a product inquiry to set up a meeting with one of our representatives and visit the Oracle website to learn more about Oracle Hospitality Point of Sale Systems and our thought leadership on What is POS.

The Oracle Hospitality team just wrapped up four days at the National Restaurant Association Show in Chicago. Day one of the show kicked off with great enthusiasm around cloud technology. Our Simphony...

Hospitality

Hotel 2025: Robotics – Human Complement or Substitute?

Welcome to the second in our series of Hotel 2025 blogs, where we will be sharing insights from the Oracle Hospitality report, Hotel 2025, including perspectives from more than 150 hotel operators and some 2,700 consumers on the emerging technological innovations redefining guest experiences. Robotics is a field that brings together artificial intelligence, computer science, and mechanical and electrical engineering capabilities to design, construct, operate and deploy robots in a variety of industries. Robots are adaptable to perform any task required of it; most commonly they perform more dangerous or mundane tasks such as assembly line and packaging jobs.  But robots have become so sophisticated and personable that they are starting to replace waiters, cleaners and even front-of-house hotel staff. Is it possible for robots to match, or even exceed, the human standard in hospitality? In Japan, the Henn-na hotel team certainly thinks so. Customers are greeted by a dinosaur hostess who bows and says, “Welcome,” as guests arrive. The company has plans to launch 100 more similar hotels within the next five years, all with the ambition for robots to handle 90% of tasks. This portends that robotic applications within hotels could be many, ranging from room service and cleaning to staff training and virtual concierges. But what do guests and hoteliers think? From our survey of hoteliers and consumers, we gleaned some insights on the use of robots for greeting guests: 46% of interviewees believe that this will be either mass adopted or mainstream by 2025. Half said this would improve their experience. Only 22% say they would visit more often if hotels offered this service. Ensuring that a staff member is always available for hotel guests is an important responsibility for all hotels. Hoteliers are tasked with the challenge of maximizing staff productivity and minimizing the time taken for each task, and for guest services the biggest time consumer is the delivery process. Luckily, robots are on hand to relieve some of this workload. They can pick up orders, navigate the hotel based on a pre-generated map, including calling and riding the elevator, and let guests know when they arrive via phone or an automated announcement. According to our survey, 56% of consumers and hotel operators think this will be mainstream or mass adopted by 2025 and almost 60% think this is very or somewhat appealing. However, the cost of purchasing robots remains the largest concern for operators. One of the less obvious applications for robotic technology is staff training. 52% think that only early adopters, or no adopters at all would use robots for staff training by 2025 58% think it is somewhat or very appealing Just over half think it would improve employee efficiency  According to ‘Maidbot’, current housekeeping practices carry three major issues: “Housekeeping is the highest variable cost regardless of the hotel, room attendants have the highest injury rates in the service sector, and current commercial cleaning practices are inconsistent.” Could a robotic addition to the housekeeping team be the answer? Dull, dirty, and physically demanding work inevitably takes its toll on hotel cleaning staff. Tackling these tasks with robotic solutions golds the promise of removing inconsistencies, increasing job satisfaction and reducing high staff costs. According to our survey, two thirds think using robots for housekeeping is somewhat or very appealing, and more than 60% think that it will be mainstream or mass adopted by 2025. Notably, 43% of our hoteliers believe such usage will improve employee efficiency, and 41% believe it will improve operational efficiency. The idea of a robotic concierge is heating up in the hospitality industry; increased customer loyalty, reduced employee turnover and time and money savings are just a handful of the benefits: 58% think it will be mass or mainstream by 2025 64% believe it is somewhat or very appealing 42% think it would improve guest experience It is worth noting that among surveyed consumers and hoteliers, robotic concierges received the highest, positive appealing response. In comparison to virtual reality’s impact on the hotel industry, concerns surrounding costs remain constant. However, robotic applications seem to provide more obvious and calculative benefits to hotel guests and hotel staff. For example, a robotic helping hand could reduce task completion time and human inconsistencies, allowing staff to focus their attention on other activities that generate greater guest satisfaction. The key to maximizing the potential of robotics lies in the combination of man and machine. We hope you found this blog interesting and informative, and if you missed our first installment on virtual reality, check it out. Keep an eye out for the next Hotel 2025 blog, where we will explore the role artificial intelligence will play in hospitality. If you would like to read Oracle Hospitality’s full Hotel 2025, you can download it here.

Welcome to the second in our series of Hotel 2025 blogs, where we will be sharing insights from the Oracle Hospitality report, Hotel 2025, including perspectives from more than 150 hotel operators and...

F&B

Sizzling Success for Outback Steakhouse’s Transition to Cloud

Outback Steakhouse is an international restaurant chain with eight locations around Australia and through utilizing a cloud solution, it’s improving customer experience, freeing staff to spend more time interacting with guests. But the benefits of cloud hardly stop there. It has made the business more scalable and provides Outback Steakhouse’s decision makers with faster and better access to data, enabling them to react nimbly to changing market dynamics. In an industry where customer satisfaction and loyalty are paramount, such innovation and a willingness to change are what keeps Outback Steakhouse ahead of rivals. The restaurant chain approached Oracle in early 2017 because it wanted to implement a cloud solution that could help it achieve various operational objectives, from reducing labor costs at front-of-house to ensuring better customer experiences. Outback Steakhouse also was concerned about the risks associated with maintaining a physical server, considering that it was potentially more vulnerable to security issues such as data breaches. Overall, the restaurant’s management team wanted to streamline office and personnel processes given its high volume of payroll, accounting, and operations-based activities. Furthermore, a cloud-based system would make back-ups easier because it doesn’t need to run applications over a desktop; it just requires an internet connection. Since June, the implementation of Oracle Hospitality cloud solutions and mobile point-of-service has greatly reduced up-front and cash flow costs, while the Simphony platform has simplified the opening of multiple sites. The use of tablets for ordering at the table also has  accelerated service; it may be a small change, but it’s an important one as this allows the kitchen to receive tickets quicker and enables servers to handle more tables. It also addresses one of the industry’s biggest challenges: labour cost. In addition, these cloud solutions have enhanced the customer experience. The bottom line: Greater efficiency yields more time for staff to engage in more meaningful conversations with guests. The company also launched an app and delivery system with its own drivers. Online ordering is integrated into the point-of-sale, making the process almost seamless for the customer. The transition to cloud and associated technology has led to a transformation benefiting the company, its staff and its customers. But for Outback Steakhouse, the long-term impact of cloud is the true reward: With greater ability to scale faster, access data, and reduce risk, it’s ready to compete regardless of the challenges tomorrow may bring.

Outback Steakhouse is an international restaurant chain with eight locations around Australia and through utilizing a cloud solution, it’s improving customer experience, freeing staff to spend more...

Event

Turn Your Data into Profit: Data Science at Oracle Industry Connect

This year’s Oracle Industry Connect in NYC brought together a lineup of tech leaders who shared their knowledge on innovations and digital transformations to solve challenges in their hospitality businesses. Controlling costs while enhancing guest experience is a challenge that is constantly top of mind for hospitality operators. That’s why they’re increasingly turning to data – and data science – to help inform their decisions, with the goal of reducing cost and delivering quality service. In a panel session moderated by Oracle’s Saraswati Yagnavajhala, director of cloud and data science strategy, this important topic was explored by two technology experts and Oracle customers, Sandeep Satish, Director of Partner Strategy at Levy’s E15 Group, and Greg Clore, vice president of information technology at Dave & Buster’s. Market Drivers Saras kicked off the discussion with a broad question to the panelists: “There needs to be an impetus for change, a need to try something different for a major change to take place. What are some of those drivers in the market place?” Greg Clore noted that Dave & Buster’s is focusing on young adults as a key market. They are measuring analytics to see what this demographic is doing when they visit a D&B location. Using data science they have learned that this group prefers sharing appetizers rather than having sit-down meals, and they enjoy local brews and craft cocktails over nationally available drinks. Knowing this, Dave & Buster’s is able to tailor its menus to delight guests. Sandeep Satish discussed a more astute stadium goer. Fans are no longer happy with the traditional hot dog or waiting in a queue to pay for their order. They want the same options that are available outside of the sports and entertainment setting: a wide variety of food and beverages and a fast, easy, high-tech way to order and pay for them. Loyalty The next key topic discussed was loyalty. Dave & Buster’s offers a loyalty card that guests can use each time they visit to earn rewards. The company can then leverage data science to analyze the buying habits of this group and then deliver targeted marketing and personalization based upon that data. E15 is looking at specific ticket holders and their preferences as well as general audience demographics for various shows and events. By using data science, E15 can better determine audience preferences well before the crowds arrive. Predictions for the Future Saras posed a fun question to the panelists: “What is one prediction over the next 5 years in this space?” Clore said, “The power is in your smart phone.” He discussed a frictionless guest experience that is enabled by the mobile device.  Rather than buying a Dave & Buster’s power card from a kiosk, the guest can do that from their phone.  The next step is then eliminating the card and using the phone in lieu of the card, pushing targeted marketing offers to the phone, and identifying guests by their phone using beacons. Satish agreed with Clore but extended the thought further noting that in the near future, biometric technology will likely enable an even smoother experience for consumers: your fingerprint will become your ticket to enter and your method of payment. With wage increases, rising food costs and growing staffing needs, how can hospitality operators lower costs while enhancing the guest experience? Data science can help industry leaders make data-driven decisions to steer company initiatives. Learn more about data science here, or speak with an Oracle data science expert today.

This year’s Oracle Industry Connect in NYC brought together a lineup of tech leaders who shared their knowledge on innovations and digital transformations to solve challenges in their hospitality...

Event

OIC 2018: Top Strategies for F&B Innovation

Innovation. Innovation. Innovation. It’s the buzz word for restaurant success, and with so many new technologies to embrace there are myriad ways to pursue it. But it’s crucial to understand what should be the true impetus behind it: Enhancing the guest experience. “It’s very much about putting the customer in the center of the business – it’s your key driver for innovation,” said Geoff Holton, general manager of information systems at Restaurant Brands, which operates approximately 300 Pizza Huts, Hardees and KFCs across Australia and New Zealand. It’s easy to get caught up in the frenzy to experiment with new technologies, but food and beverage operators need to be disciplined and make sure innovation initiatives tie in directly to business goals. And few, if any, are more important than creating connections with customers. That was the driving message shared by Holton and other industry leaders, who participated as panelists in a F&B innovation discussion at Oracle Industry Connect. The session explored identifying solutions that truly improve customer service, from creating more personalized experiences to minimizing waiting. And new technologies are needed because optimizing service has never been more difficult, especially considering industry challenges such as labor shortages and the rise of “disrupters,” including delivery companies that are hurting restaurant profitability. “Delivery companies in the United Kingdom are eating market share,” said Tim Brown – Oracle Hospitality’s senior director of strategic accounts, food and beverage – who moderated the discussion. Delivery companies, which collect a significant portion of a restaurant’s check value, are impacting the industry much like the way online travel agencies disrupted the hotel sector. In the context of such a volatile market environment, panelists were asked to cite technology solutions worth pursuing. A unanimous choice? Kiosks. Todd Sasala, vice president of information technology at Cedar Fair – which has a portfolio of 11 theme parks and caters to an audience of 25 million guests – said kiosks provide a variety of benefits, including: accelerating the ordering process, increasing average ticket revenue and redeploying labor for “more productive situations.” The autonomy and empowerment that kiosks provide guests also shouldn’t be discounted, he added. Cedar Fair strives to provide customers “more utility… throughout their stay to help them navigate our properties, transact easier, minimize waiting,” Sasala said. “It’s not ideal if you have to wait in line; it’s even worse if you have to wait while you’re hungry.” Giving customers greater control of their restaurant experience also inspired TGI Fridays UK’s latest innovation: Bar Tab. Launched last year, Bar Tab is a new function within Mastercard’s Qkr! payment app that enables consumers to set up, manage and pay bar tabs using their smartphones. The application is integrated into Oracle Hospitality’s restaurant management platform and Masterpass, the digital payment service. Jeremy Dunderdale, the restaurant chain’s head of business solutions, offered sage advice for the execution of any innovation adoption, whether it’s a payment platform, drone delivery or sophisticated voice ordering. “You can be innovative as much as you like,” he said, “but unless you get buy-in from operations and the people on the shop floor – however brilliant it is, it won’t work.” And one final insight from the panelists focused on the rising importance of integration, especially as operators strive to manage their brands across multiple channels. Holton of Restaurant Brands urged operators to achieve “consistency between your different touch points to your customers – your digital menu boards, kiosks, websites and so on.” He added: “That’s actually quite powerful.”

Innovation. Innovation. Innovation. It’s the buzz word for restaurant success, and with so many new technologies to embrace there are myriad ways to pursue it. But it’s crucial to understand what...

Event

A Look Inside the Hospitality Connect Zone at Oracle Industry Connect

The Oracle Hospitality team recently wrapped up spending three days in New York City for Oracle Industry Connect, Oracle’s premier event for industries. Filled with sessions about industry trends, breakthrough innovations, the journey to the cloud, and much more, Oracle Industry Connect provided attendees with the opportunity to network with Oracle executive leadership team, strategists, developers, key partners, and peers. The Connect Zone was an interactive area where attendees were able to network and make those connections. We had a display of Oracle Hospitality products including the Oracle MICROS Tablet 720 Series, Simphony Cloud Point of Sale, OPERA Hotel Property Management Solution, and the Oracle MICROS Workstation 310 Series. Attendees were welcomed to engage in product demonstrations with our staff. In addition to displaying our products in the Connect Zone, we also had stations set up for 14 of our key partners to display their innovative hospitality solutions. The partners included: Deloitte 3C Payment Epson FreedomPay Mastercard Vantiv Duetto Eigen Elavon IDeaS Merchant Link QikServe SmartHOTEL Verifone Our partners also sponsored roundtables during lunch on both days of the event. The roundtables focused on various industry topics like kiosk evolution, credit card security, and EMV. They were a great way for attendees to network with peers and our partners, as well as share ideas around key industry subjects. At Oracle Hospitality, we take pride in our partnerships. Our partner portfolio is very diverse and includes companies that offer solutions for every aspect of a restaurant or hotel operation. We have recently moved to an open platform strategy across our hospitality solutions portfolio.  The most important step in this paradigm shift is making all our API documentation for Simphony, our Enterprise Back Office, and Opera easily obtainable through simple web search engine query making integration to our products more straightforward, simple, and accessible. This allows our partners to build the innovative integrations that our restaurant and hotel customers want, promptly and efficiently. Combining the Oracle Hospitality open API strategy with our strong partner portfolio, we can offer a one stop shop for our customers and ensure that they have the means to build the technology solution that is right for their business.  If you have not heard of the partners listed above, we encourage you to reach out to them, or drop us a line at OracleHosp_ww@oracle.com.

The Oracle Hospitality team recently wrapped up spending three days in New York City for Oracle Industry Connect, Oracle’s premier event for industries. Filled with sessions about industry trends,...

F&B

Europa-Park Continues to Drive Growth Using Oracle Simphony Cloud and Suite 8

Europa-Park lies at the very heart of Europe between the Black Forest and the Vosges, and is commonly referred to as one of the world’s most beautiful resorts. Their journey began back in 1995, and since then more than 90 million people from all over the world visit the park to enjoy the 100+ attractions, and five (almost 6) award winning, themed hotels. Europa-Park is so much more than a theme park & resort for families, the Ammolite restaurant for example, found just next to the hotel Bell Rock, holds two Michelin stars – the first theme park restaurant in the world to achieve this accolade. The Europa-Park resort is spread out over almost 100 hectares, and with plans to open a brand new waterpark, as well as a Scandinavian inspired hotel boasting a 650 seater dining room, it is essential that their operating solution can keep up. The park currently uses Oracle Hospitality Simphony Point of Sale Solution and *Suite 8 (*only available in EMEA and JAPAC) because of their ability to seamlessly integrate with one another. Arne Weinmann, the Beverage Director of Europa-Park explains, “We needed a purer system that fits to our size and is able to manage several revenue centres”. Arne goes on to explain that they particularly love the benefits of the Multi Property function of Oracle Cloud, where Europa-Park can manage their five hotels with 4500 beds, and over 1000 employee records all on one central data base. A key component of a successful business is the ability to gather rich and valuable data across all their activities, no matter how diverse they are. Thanks to Oracle Hospitality Reporting and Analytics, Arne explains that “it’s become really easy and fast to track our sales and track our data.” With over 19 restaurants and bars across the resort, and plans to open up a brand new 650 seated restaurant, Europa-Park naturally faces many challenges. Arne explained to us how they have started to use the Oracle MICROS 720 tablet, he especially liked the powerful battery, than can easily be switched during service - perfect for any busy restaurant. Using the Tablet 720, the service team are able to make the order at the table, which is then sent electronically through to the kitchen for the chefs to start working on straight away, eliminating the need for staff to re-enter any orders at a separate POS. Europa-Park uses 120 Oracle workstations and 20 Tablet’s, but thanks to Oracle technology, saleability is not a problem as Arne explains, “After we changed to Oracle Simphony we had no more worries for further expanding, Oracle Simphony is built for growing businesses.” Europa-Park also use Oracle Suite 8, a tool that combines all hotel processes onto a single software solution. Michaela Doll-Lämmer explains to us that Suite 8 “really helps us to focus on our guests”. Michaela goes on to explain how they used to struggle to manage all five hotels in one system, but thanks to Suite 8 this is no longer a problem. Europa-Parks various seasonal decorations and the large number of diverse and colourful events throughout the year, makes them a one-of-a-kind destination, and so the importance of a positive and personalised customer journey to match this experience is paramount. Luckily, Oracle Suite 8 helps Europa-Park achieve this, covering reservations to housekeeping all the way to sales and marketing – Happy Holiday’s from Oracle! If you enjoyed reading this blog about the fantastic Europa-Park resort, watch the full video customer story, or alternatively, place an inquiry or email oraclehosp_ww@oracle.com if you would like to start your Oracle journey.

Europa-Park lies at the very heart of Europe between the Black Forest and the Vosges, and is commonly referred to as one of the world’s most beautiful resorts. Their journey began back in 1995, and...

F&B

Sticks ‘n’ Sushi: Orchestrating Digital Transformation and Growth with Simphony Cloud from Oracle Hospitality

Oracle Hospitality were delighted to welcome Martin Garbrecht Damm, digital director for Sticks ‘n’ Sushi to the stage today at Oracle Industry Connect. Martin was keen to stress that at Sticks ’n’ Sushi the guest experience is everything. He also shared how using Oracle Hospitality’s Simphony Cloud solution is helping his company undergo simultaneous digital transformation and physical growth. Walking into the newest site of Sticks ‘n’ Sushi at the historic Tivoli Gardens in Copenhagen, you are hit by the meeting of two cultures: Japanese and Danish. An odd combination, many may think, but the pairing is making Sticks ‘n’ Sushi one of the most popular emerging restaurant chains in Denmark and is propelling its expansion across Europe. Sticks ‘n’ Sushi was founded 22 years ago by brothers Jens and Kim Rahbek, and Thor Andersen. Taking inspiration from their half-Japanese, half-Danish background, they created a unique cuisine that combines two culinary traditions. Known for its great food and exemplary service, Sticks ‘n’ Sushi is constantly striving to be one of the most innovative restaurants in the industry – setting new standards for training staff, communication, corporate responsibility, and advertising and design. That drive for innovation led Sticks ‘n’ Sushi to embrace Oracle Hospitality’s Simphony Cloud point-of-sale solution. The Oracle Hospitality video team recently traveled to Copenhagen to capture the restaurant’s digital transformation, including its app-driven takeaway service. “The guest experience is everything,” says Martin Garbrecht Damm, digital director for Sticks ‘n’ Sushi. “I’m trying to replicate that into the digital space, making a restaurant in the sky that people experience the same quality as if you were at an actual restaurant.” Watch the video to see how Sticks ‘n’ Sushi makes that happen – and understand why Damm describes Oracle Hospitality as “our extended software family.” The video also illustrates how Simphony: Provides centralized control of an ever-growing enterprise Helps make on-premise and off-premise ordering a universal brand experience Helps accelerate international expansion with plug-and-play simplicity Providing innovative technology that delivers such objectives is Oracle Hospitality’s mission, which Damm sums up best: “They’re helping us figure it out, and it gives us simplicity into our IT organization.” Learn more about Simphony point of sale on our website, and request more information here.

Oracle Hospitality were delighted to welcome Martin Garbrecht Damm, digital director for Sticks ‘n’ Sushi to the stage today at Oracle Industry Connect. Martin was keen to stress that at Sticks ’n’...

Hospitality

Hotel Loyalty: Bridging the Misconceptions Dividing Operators and Guests

Hoteliers invest significant effort, not to mention time and money, offering loyalty programs to engage customers, recognize and reward them for their loyalty and to win repeat business. But when dealing with the topic, they are plenty of questions worth asking: Are millennials as loyal as baby boomers and Gen Xers? Are we entering an era of experience-based loyalty programs? What is the future of loyalty? Without the right answers, odds are, your loyalty initiatives will miss the mark. When it comes to fostering loyalty, there is a considerable “disconnect” between the perceptions of hoteliers and their guests, according to a new global study, The Loyalty Divide – Operator and Consumer Perspectives, Hotels 2018. The report was just released at Oracle Industry Connect, an innovation and technology summit held April 10-11 in New York City. In a nutshell, the report shows that hoteliers think their loyalty initiatives are attractive and engaging while their guests are far less impressed by the offerings. Among the key findings of the survey that polled hoteliers and consumers in nine countries around the world: 61% of hoteliers believe guests would enroll in every loyalty program offered them, but only 24% of guests actually do. Furthermore, nearly one-third of consumers (30%) say they rarely join loyalty programs. 54% of hoteliers believe their loyalty program offers are mostly relevant. However, only 22% of guests share that opinion, and 39% say they are rarely relevant. Hoteliers do not currently engage “influencers” (62%) or brand ambassadors (71%) – despite consumers clearly indicating that they are more likely to trust recommendations from such individuals. Capturing these insights was the main objective of the survey, which Oracle Hospitality commissioned Morar HPI, an independent UK-based consultancy, to conduct. The hotel loyalty findings are based on part of a research effort, which took place in February 2018 and surveyed more than 13,000 consumers and 500 businesses across retail, hotels and restaurants in Australia, Brazil, China, France, Germany, India, Mexico, UK and US. Oracle Hospitality pursued the research endeavor to help hoteliers refine loyalty initiatives and better understand the new levels of personalization they’ll require to be effective. Discover more about these consumer archetypes and learn how to win their loyalty by reading The Loyalty Divide. Download your copy here.

Hoteliers invest significant effort, not to mention time and money, offering loyalty programs to engage customers, recognize and reward them for their loyalty and to win repeat business. But when...

F&B

Restaurant Loyalty Programs: What Keeps Guests Coming Back?

For restaurant operators today, loyalty programs are essential. After all, keeping existing customers is far less costly than attracting new ones. But do you really know if yours is effective? Operating successful loyalty initiatives is more complex than it seems, and knowing the correct answers to important questions is a must. Do you know if your rewards are relevant? Are loyalty programs going to become obsolete if millennials are less loyal than baby boomers? What role does technology play in loyalty? Providing insights for these queries was the main objective of Oracle Hospitality’s just-published global study, The Loyalty Divide – Operator and Consumer Perspectives, Restaurants 2018. Oracle Hospitality commissioned Morar HPI, an independent UK-based consultancy, to survey more than 13,000 consumers and 500 businesses across retail, hotels and restaurants in Australia, Brazil, China, France, Germany, India, Mexico, UK and US. The findings are designed to help restaurant operators refine loyalty initiatives and better understand the new levels of personalization they’ll require to be effective. The report – which was released at Oracle Industry Connect, an innovation and technology summit held April 10-11 in New York City – shows there is a significant “disconnect” between operators and consumers when it comes to their perceptions of loyalty. For example: 50% of restaurant operators believe guests would enroll in every loyalty program made available to them, but only 27% of consumers say they actually do. Furthermore, 23% say they rarely join programs. 47% of operators believe their loyalty program offerings are mostly relevant. By comparison, only 27% of consumers share that opinion. Closing these “perception” gaps will be crucial in gaining consumers’ allegiance. “Hospitality is an industry that celebrates personal interactions and a rich knowledge of guest behaviors,” said Mike Webster, senior vice president and general manager, Oracle Hospitality. “World-class operators are now leveraging adaptive intelligence to deliver unique connections based on guest preferences as they move beyond simple loyalty and discount schemes. The result is greater engagement and social advocacy for new dining connections.” The Loyalty Divide addresses several key topics – including differences in generational behavior and technology’s role in nurturing loyalty – to help restaurant operators develop effective strategies. One of the more surprising revelations is that younger consumers profess to be more loyal today, contradicting society’s typical portrayal of them:   44% of millennials (25-34) say they are more loyal to restaurant brands than before. And 30% of millennials plan to sign up for every loyalty program, while 48% of baby boomers (55+) say they will only enroll in select, relevant programs. It’s also an imperative for operators to realize that building loyalty today is no longer a task they can handle exclusively by themselves – especially in the age of social media. According to the survey, 51% of guests are likely to research brands on social media before buying, and 48% are likely to share photos of restaurant experiences on social media. And it’s noteworthy that 38% agree that restaurant recommendations made by social media influencers are more trustworthy than those made by celebrities. Perhaps, most importantly, operators need to understand the motivations that drive consumer loyalty. To help with that pursuit, the report identifies four “personas” that consumers adopt ­– The Broadcaster (41% would submit a YouTube review in exchange for a reward), The Enthusiast (50% want to engage in new and exciting menu items), The Lazy Loyal (72% like programs where points are automatically redeemed) and The Seeker (58% would exchange personal details for personalized promotions) – when making restaurant choices. Discover more about these consumer archetypes and learn how to win their loyalty by reading The Loyalty Divide. Download your copy here.

For restaurant operators today, loyalty programs are essential. After all, keeping existing customers is far less costly than attracting new ones. But do you really know if yours is effective? Operating...

Event

Pret A Manger honored for Business Agility at Oracle Customer Excellence Awards

Oracle UK hosted its annual Customer Excellence Awards at The London Edition hotel on March 22, 2018. The night was all about recognizing Oracle customers’ business achievements and supporting charities that enrich our communities.   The evening began with a cocktail and canapes reception, providing an intimate networking environment for all the participants. Five major awards were presented by Dermot O’Kelly, senior vice president for UK and Ireland. Pret A Manger honored with the 2018 Business Agility award Oracle recognized Pret A Manger for its innovative and adaptive business, as well as its commitment to technology to continuously improve operations and the customer experience. Pret A Manager always strives to do the right thing in terms of sustainability, animal welfare and its efforts to alleviate homelessness through its charity work. This includes giving unsold food to shelters at the end of each day and providing jobs for ex-homeless and ex-offenders. Oracle was delighted to support Pret A Manger’s efforts with a £10,000 donation to a select charity of its choice. Richard Price, EPOS system manager, accepted the award and passed the charitable donation onto  Shelter in support of  its mission of providing housing for the homeless. It’s an honor for Oracle to be able to recognize outstanding business performance, and even more of a privilege to applaud corporate citizenship. Well done, Pret A Manger.

Oracle UK hosted its annual Customer Excellence Awards at The London Edition hotel on March 22, 2018. The night was all about recognizing Oracle customers’ business achievements and...