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Hotelier Indonesia



Instaroom Launches New Messaging Ecosystem for Hoteliers

New Communication Solution for Hoteliers Engages Customers, Lowers Distribution Costs, and Manages Complex Bookings

BERLIN, Germany – June 21, 2018 – Instaroom, a messaging platform for managing complex customer journeys, transactions, and bookings, today announced the launch of its new communication solution, providing hoteliers with a simple, web-based concierge platform. Instaroom’s platform includes a customizable, white-label widget for hotel websites, analytics tools, and full messaging integration that enables hoteliers to establish a tether to new and returning guests, increase direct bookings, and lower distribution costs.

Instaroom engages prospective customers and supports in-house guests through one seamless, user-friendly platform. The solution offers a branded, automated website widget, localization and personalization that greets all customers in their native language. Instaroom also centralizes all communications across different messaging platforms, including Facebook, WeChat, Email, and more.

The platform is mobile optimized, offers hoteliers URL tracking so management can see what guests were browsing before and after messaging the hotel, and provides hoteliers with a full analytics dashboard, which includes average response time, geolocation, engagements, conversions, leads, revenue, and other metrics. Instaroom also securely manages payments, providing a user-friendly confirmation process.

Niklas Pettersson, CEO and co-founder of Instaroom, is a global business developer and entrepreneur with a background in building and managing high performing sales teams in the travel sector. Prior to Instaroom, Niklas was the Managing Director for the Nordics and Baltics for Tourico Holidays, one of the world’s fastest growing wholesale travel brokerage companies. Johan Hammer, CINO and co-founder, is a hospitality guru and author of Revenue Superstar. Johan previously managed a $25 million hotel portfolio for one of Scandinavia's largest hotel chains and built a new pricing structure for more than 60 hotels.

“The average hotel website only has a 2 percent conversation rate, in large part because hoteliers aren’t offering equal or better user experiences than big business-to-consumer travel sites,” said Pettersson. “Nearly 9 out of 10 millennials prefer messaging to other communication – and more than half of all travelers will be millennials by 2025. It’s time for hoteliers to embrace the next generation of travelers and connect with them using an intuitive, centralized messaging ecosystem that connects travelers directly with hoteliers and keeps consumers on your website.”

Instaroom has received government funding from Almi, a Swedish state venture capitalist group. The company is also backed by private investors, including Sven Wennhall, Founder and former CEO of Sembo AB, one of Scandinavia’s largest outbound travel agencies; Jonathan Tong, Head of Airline IT Solutions for Amadeus in APAC, Russia, Turkey and CIS region; Allan Tee, former Managing Director of PIAB Asia, with 40 years experience in industrial automation industry; and other leading hotel management executives.

First Hotels, Scandinavia’s leading collection of hotels with more than 90 unique properties throughout Sweden, Norway, Denmark, Iceland, and Spain, was one of the first hotel partners to utilize Instaroom’s beta technology.

“Since integrating Instaroom, our hotels are generating and capitalizing on more direct revenue opportunities, while also bringing us closer to our customers,” said Cecilia Mauritzson, General Manager of First Hotel Twentyseven. “The platform enhances the digital experience, leading to more engaged prospective consumers and happier in-house guests.”

Instaroom is currently developing artificial intelligence bots, designed to intuitively answer commonly asked customer questions and reduce hotel management costs. The AI bots will be integrated into the Instaroom platform later this summer, 2018.

To demo the commission-free product or watch an intro video, please visit https://instaroom.travel/

About Instaroom

Instaroom is a web-based concierge platform for hoteliers, designed to connect hoteliers directly with travelers, increase direct hotel bookings, and lower overall distribution costs. Instaroom provides hotels with a fully integrated concierge platform that includes a website widget, analytics tools, full messaging integration across multiple channels, and soon to come, AI powered bots.

Hotelier Indonesia




SHR Innovation Summit 2017— Shaping the Future of Hospitality

SHR is founded on the belief that companies have an obligation to invest resources not simply for their own benefit, but for the benefit of their clients, and in a larger sense, for their industry and the world. It is through this belief that SHR has simplified the growing complexity of hospitality distribution technology as much as we have while helping hotels get the most out of that distribution.

Yet, with our newfound growth, both in capital and personnel, we knew we had an opportunity, even an obligation, to do more. But we would need to stay away from the typical conference environment of product pushing and upselling. We would have to create something new that would be about the participants and not about SHR.

With this fresh mindset, SHR recently held its first Innovation Summit in Houston, Texas.


[Access the blog and video]









Hotelier Indonesia


High-Tech on the Go with VHPmobile
I n line with the newest trends in technology, PT. Supranusa Sindata has developed new mobile applications to enhance the VHP Property Management System enabling users to operate the software from mobile devices such as iPad. VHPmobile gives flexibility to work whenever and wherever you want.


VHP newest innovation helps the hotel to increase their service quality and frees valuable time. It equips the front office team with a powerful tool to serve guests with faster check-in process and enriches the guest’s experience.

The check-in feature on VHPmobile enables the Front Office staffs to provide guests its best service even at high occupancy level. With VHPmobile check-in, hotels can check-in the guests in real time and from any location. It is fully integrated with the VHP Front Office Management System. The user can view and let the guests sign the registration form and guest bill directly on the iPad.

Developed with a colorful and vibrant design, VHPmobile provides a friendly user interface with essential functionality at the user’s fingertips.

VHPmobile also features a Reporting iDashboard which is a powerful platform for the hotel’s managerial level and/or owners that allows the user to identify trends, monitor the hotel’s performance and track sales at-a-glance. With the interactive intelligence, powerful visuals and user friendly interface, hotel professionals are enabled to visualize the data in interactive charts with wide variety of statistical listing reports on real time basis.


Another highlight feature is the Mobile POS. It is an extension of the VHP Point of Sales (POS) module and designed to enable user to provide highest service level on the go. It gives the user more effective ways to find an empty table that is ready for the guests, create new orders, store and send the order details directly to the kitchen printer



The upcoming VHP mobile Housekeeping is designed to help alleviate Housekeeping staffs tasks and to speed up the work process. It will feature functions such as changing room status, room queue, move around time tracking, linen count, minibar posting, view guest profile and preferences, lost & found, performance reporting etc. Tasks sheets created by Housekeeping supervisor can be allocated automatically to the staffs. Attendants receive the Tasks sheets on their mobile device with details of preferences etc. On real time basis the supervisor knows which rooms to inspect. With seamless integration to the VHP Front Office Management System, room status is automatically updated once rooms are cleaned and inspected.

For more information please contact us at +62 21 451 3678 (Jakarta) / +62 361 849 7960 (Bali)
PT. Supranusa Sindata will participate in Hospitality Management Tourism & Food Industry Conference exhibition at Inna Grand Bali on 6-8 September 2017 (Agung Room, Booth A32). See you!

PT. Supranusa Sindata will also participate in International Hotel General Manager Conference and Exhibition at Bali Nusa Dua Convention Center on 20-22 September 2017 (Stand no. 108).




Hotelier Indonesia

The Walking Dread: Why Indonesian hotels need an overbooking strategy


Written by: Tracy Dong, Lead Advisor, APAC, IDeaS Revenue Solutions

No hotel in Indonesia likes having to walk a guest due to an overbooking situation – just ask any front desk manager who has to deal with irate customers when they have been informed the room they booked is not available, and they have to be relocated. Walking a paying guest can be hard and unpleasant, so why do hotels need to overbook in the first place? 

Consider this all-too-common scenario: A high-profile international trade fair is occurring in your city and your hotel has been sold out for more than two weeks. There’s not a single room left within a 10-kilometre radius. Your forecasted revenue numbers for the week are significantly outperforming the actual bookings from the same period the year before. However, as the morning reports rolled in, your hotel only finished at 96% occupancy opening day which led to a revenue underperformance compared to your forecast.

Rather than trying to figure out who’s to blame for this situation, hoteliers should instead see the situation as an opportunity to enhance the property’s systems and technology and rethink their overbooking strategy. From a revenue management point of view, to maximise occupancy and revenue during peak demand dates, overbooking can be a necessary evil driven by several internal and external factors.

Internal Factors:
No-Show: Paying guests may turn out as a no-show on the arrival day due to various reasons, which leads to empty rooms at a hotel

Cancellation/Wash: Prior to arrival day, hotels typically have cancellations from transient bookings or group wash. If hotels are not able to pick up bookings to compensate cancellations or wash, it will impact on hotel revenues 

Extension/Contraction: Besides no-shows and cancellations, revenue managers should track in-house guests’ extensions, especially for hotels with a high portion of long-stay guests. Although in-house guests’ extensions are subject to availability, it has to be taken in consideration when setting up overbooking scenarios 

External factors:
If a hotel has a sister property to relocate their walked guests to based on a pre-negotiated rate, then they can be a lot more flexible with their overbooking strategy. However, if a hotel has to relocate guests to a non-affiliated or competitor hotel, then management has to be very careful. The overbooking risks in this situation are compounded when the market demand is high, such as during a major event and guest relocation price, or ‘cost of walk,’ is prohibitively expensive. 

The practice of overbooking weaves art into science to calculate risks against their rewards, and today’s advanced revenue management systems help hoteliers analyse and produce decisions for a customised overbooking strategy. Below are some considerations and insights hotel revenue management systems can provide to maximise strategic overbooking opportunities:

  • What is the expected transient wash for each market segment?
  • What are the booking windows for transient business? Hotels could use revenue management systems to analyse booking pace by market segment at various days to arrival. 
  • When is the hotel’s group cut-off and how well are group blocks managed? Is the hotel consistently managing groups by days-to-arrival and adjusting overbooking accordingly?
  • How is the hotel’s room type overbooking strategy established? Are they deploying room type overbooking strategies only when they’re expected to sell out? Deploying room type overbooking strategies over non-sold-out periods can be an effective way to maximise property yield in both need and busy periods.
  • Is the hotel’s room type overbooking strategy static all year long, or is it deploying different strategies by day-of-week or season?
Hoteliers need to understand overbooking is a long-term strategy that requires constant review. By analysing overbooking numbers months in advance, hotels can better compensate for expected group wash with high-paying transient guests
Consider a hotel that only overbooks their base room type all year long. Assume this hotel has a significant rainy season and struggles to find business to fill their weekends. However, during this period, they do remain consistently busy with corporate travel during the week. How can they adjust their overbooking strategy to accommodate for this distinct day-of-week need? Perhaps their base room type is open for generous overbooking on the weekends (keeping their hotel as competitively priced as possible), but a conservative strategy is employed during the weekdays to encourage bookings into upgraded room types. If the new strategy helps a hotel book just five upgraded room types every weekday at a $75 upcharge, they’ve pulled in over an additional $80k in annual revenue by selling the same amount of rooms.

And at the end of the day, it’s critical that hoteliers focus on their net maximum revenue. The aggressiveness of any overbooking strategy needs to be balanced with an understanding that net revenue for a night can be impacted by high or frequent walking of guests. Sometimes, it may be a better net revenue result to be one or two rooms short of a sell-out than to pay for a number of replacement rooms in another hotel for previously booked guests.  

It’s also extremely important to evaluate how well the hotel’s front desk handles guest recovery. One of the greatest opportunities afforded to any front desk is the ability to take a guest problem (such as being walked to another hotel) and convert it into guest loyalty. To do this, though, hoteliers need to ensure that hotel staff are properly supported and trained to accommodate walking guests. Guest recovery in ‘walking’ situations should also be supported by amenities; complimentary room upgrades or no-walk / VIP statuses for future reservations.

In today’s world, it’s not enough to book a reservation for every room a hotel has to sell – and not overbooking can result in lost revenue and missed occupancy at the property’s highest price-point where profits can be maximised. When overbooking is established strategically through analytics, hotels can better understand the wash and cancellation patterns of their market segments. This means hotels can then plan ahead to overbook with exceptional revenue results.