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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...