FEBRUARY 16 - MARCH 8, 2005
TOP O' THE NEWS
- Search Engines: Vital but Confusing
Search engine optimization has been much in the news lately, and with good reason. As users increasingly turn to search engines to help them navigate the Internet’s vast data resources, everyone wants to make sure that their hotel turns up at the top of all relevant searches, or very close to it. Optimizing your Web site to make that happen, however, remains a black art that usually requires expert outside help, not least because it’s a constant battle to keep up with the ever-changing way potential clients ask for information. To offset the inevitable uncertainties associated with this, paid search advertising is becoming increasingly common, with ads appearing on screen based on the actual wording used in the search query.
Paid search spending is expected to grow faster than any other sector of online advertising, increasing from $2.6bn in 2004 to $5.5bn in 2009, according to a new study from Jupiter Research which also predicts that the online travel market will grow from $54bn in 2004 to $91bn in 2009, for instance, remaining the most significant segment of all online shopping. Jupiter also states that the search market is expected to become more specialized as search focuses more on specific categories; specialized search in retail, financial services, media/entertainment and travel accounted for 79% of the paid search market in 2004. The trick again is going to be to make sure that your paid ad appears ahead of someone else who’s just using your name as a trigger to put up their own link.
The fluidity of the current situation is shown by two recent actions by Google. One was the beta release of Google Maps, which, although still showing a few rough edges, is a major leap forward in usefulness in on-line maps. The relevance to search engine optimization is that if you ask it to show you “hotels” in a given city it includes an Internet link for each, not to the hotel’s home site but to the most popular Web site associated with that hotel. Better get that popularity ranking up! The other action goes some way to restoring some order to the current anarchy, in that Google has agreed to stop rival companies linking their website ads to the names of market leaders if their trademarks were "used incorrectly".
It’s still a jungle out there and there’s going to be a lot of jockeying for position (in every sense) before the best way of working with these new tools becomes clearer. But there’s no question that you must make sure the search engines can find you.
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PEOPLE ON THE MOVE
- Mike Kistner joins Pegasus as SVP of Service Delivery and Operations
- Pegasus adds nine key sales positions in Western Europe and the United States
- Josh Easton becomes Business Development Manager - Middle East for Brilliant Hotelsoftware
Mike Kistner has joined Pegasus Solutions as Senior Vice President of Service Delivery and Operations; he will be based at Pegasus’ Scottsdale, Ariz., location and will be the company’s senior executive at that facility. Mr. Kistner was most recently CIO and SVP of Distribution for Best Western International, and had previously served as Senior Vice President at Cendant Corp., as Executive Vice President of Operations for Super 8 Motels, and as Vice President for Management Information Systems and Reservations at HFS Inc. He has served as chairman of the Open Travel Alliance (OTA) since 2000.
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Pegasus Solutions also announced it has added nine key sales positions, six in Western Europe and three in the United States.
- Heinrich Kessler joins as director of sales in Frankfurt, Germany; he was previously managing director at Ihr Hotel/Your Hotel Worldwide.
- Cho Wong joins as director of sales in the London office; previously, he was director of business development at 4oceans, responsible for its China and Asia-Pacific operations.
- Gloria Gomez Hernandez joined the Madrid office as an account manager; she has 20 years of travel industry experience, most recently as a sales manager at VIP International.
- Jesus de Jorge Laguna also joins the Madrid office as an account manager; he was previously director of international sales for Spanish travel agency Viajes Marsans.
- Nicolas Guarch has transferred to the Milan office as an account executive, moving from Pegasus’ London office in Croydon.
- Vittorio Deotto also joined the Milan office as an account manager, responsible for sales to hotel customers throughout Italy.
- Evelyne Sansaricq joined the New York office as a Director of Strategic Accounts for the Northeastern United States and Canada; she was previously vice president of hotel relations for Leading Interactive, was a founding member of HEDNA and has held a variety of corporate and on-property positions in the United States and Europe.
- John Owens joins the Dallas office as a Strategic Accounts Director for the Western United States and Canada; he was previously a regional director of sales for TravelCLICK, and he has also served in business development and sales with Lanyon, Meristar Hotels and Resorts, Wilson Hotel Management, Marriott and Aston Hotels and Resorts.
- Jeff Cain joined as a Strategic Accounts Director serving travel distributors in the Western United States and Canada; he was most recently both vice president of sales and vice president of operations for Travel and Transport, and had earlier served as national sales manager for Galileo International.
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Josh Easton has been appointed Business Development Manager - Middle East for Brilliant Hotelsoftware, based in its new office in Dubai. Mr. Easton was formerly with Brilliant’s Canadian office.
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PROPERTY MANAGEMENT SYSTEMS
- Galaxy contracts with TechTeam Global to deploy LightSpeed PMS to up to 350 Starwood properties
- Sterling Resorts implements CSS’ Inntegrity PMS at its resort condominium operation
- Accor Hotels/Brazil installing Fidelio V7 PMS in five key brands
- Falkensteiner Hotels & Resorts contracts with Hogatex-Optims for systems in its 21 hotels
- Embassy Suites Hotels to install self-service kiosks at all 175 of its hotels
- Hyatt adding self-service kiosks to over 100 Hyatt Regency and Grand Hyatt hotels
- The Adolphus chooses PAR Springer Miller Systems' SMS|Host PMS
- Kimpton Hotels implementing Hotel Information Systems’ epitome Enterprise Solution
- Galt House Hotel & Suites installing HIS’ epitome Enterprise System and updating its PMSs
Starwood’s Galaxy Hotel Systems subsidiary has contracted with TechTeam Global to help deploy its Galaxy LightSpeed property management system to up to 350 properties under all Starwood’s flags. Deployment is scheduled to start this spring, and to be completed by year end.
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Sterling Resorts has implemented CSS Hotel Systems’ Inntegrity property management system at its resort condominium operation in Destin, Fla., with cross-property reservations and check-in and centralized guest history. Sterling Resorts runs all its condominium properties and vacation rental homes and real estate brokerage services in the Emerald Coast of Northwest Florida and the Mississippi Gulf Coast area from a central data center at its corporate office in Destin, Fla. (www.SterlingResorts.com, www.csshotelsystems.com)
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Accor Hotels in Brazil is installing MICROS's Fidelio Front Office V7 PMS in five of the hotel chain's key brands (Sofitel, Mercure, Novotel, Ibis and Parthenon) in Brazil's major cities to enable better integration with its central reservation system (CRS). Accor Hotels currently has 84 hotels using the MICROS PMS, with installations of the V7 system continuing at an average of 4 hotel locations per month. The deployment is expected to be complete in September of 2005. (www.accor.com, www.micros.com)
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Falkensteiner Hotels & Resorts, headquartered in South Tyrol, Austria, has contracted with Hogatex-Optims for systems for its 21 hotels. The agreement covers the Hogatex Front Office system , plus InfoGenesis Revelation POS, the Check stock & inventory control system, Reservation Assistant spa & sport application, hardware, service and consulting. Most properties will be live by the end of July, with the remainder following by the end of the year. (www.falkensteiner.com, www.hogatex-optims.com)
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Embassy Suites Hotels plans to install self-service, multi-purpose EmbassyDirect Registration Kiosks at all 175 of its hotels, aiming to become the first hotel brand to feature the automated technology in 100% of its properties, with 75% coming on-line by year-end 2005 and the remainder by June 30, 2006. IBM is providing kiosk hardware, the operating platform, systems management tools and project management support. The kiosks were first introduced to Embassy Suites Hotels in October 2004 and are currently featured at six properties; on average, 10-12 percent of guests use the technology at hotels that offer it. (www.embassysuites.com)
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Hyatt Hotels Corp is adding self-service check-in/checkout kiosks to more than 100 of its lobbies in Hyatt Regency and Grand Hyatt hotels in the United States, Canada and the Caribbean following a six-month trial period in Chicago (Hyatt Regency O'Hare) and New York (Grand Hyatt New York). The proprietary technology installed in NCR's EasyPoint™ Xpress Check-In kiosks will soon allow customers to choose the newspaper they want delivered to their room, make dinner reservations and select from a variety of activities at Hyatt's resort locations. (www.hyatt.com)
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The Adolphus has chosen PAR Springer Miller Systems' SMS|Host Hospitality Management System to manage the city-center, luxury hotel in Dallas. (www.hoteladolphus.com, www.springermiller.com)
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Kimpton Hotels is implementing Hotel Information Systems’ epitome Enterprise Solution, following its earlier decision to migrate all properties to HIS’ epitome Property Management System. The Internet-native epitome Enterprise includes Central Reservation Management, Central Rate and Availability Management, Distribution Channel Management, Central Guest Management and Web Reservation Management.
The Galt House Hotel & Suites is installing HIS’ epitome Enterprise Reservation Portal and Central Reservations System and updating its PMS for the Galt House Hotel & Suites and two additional Louisville Kentucky properties, Executive Inn and Executive West.
(www.kimptongroup.com, www.galthouse.com, www.hotelinfosys.com)
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RESERVATIONS
- Web Reservations International acquires business and remaining assets of WorldRes
- Travelocity Business implements Business Mid-Office software
- Gardaland Hotel Resort orders myfidelio.net for on-line booking
- Galileo introduces Complete Pricing to show total stay price including taxes and surcharges
- Katathani Phuket Beach Resort implements Pelican’s online booking engine
- Sun n Sand Hotel contracts with Pelican for on-line reservations services for three properties
- Navy Lodge Program to pilot overflow reservation system using SECURE-RES
- Choice Hotels International offers travel agents Next Generation Seamless
Irish hostel reservation service provider Web Reservations International has acquired the business and remaining assets of WorldRes, the online hotel reservation network. The WorldRes business will operate as a new division of WRI and continue to use the WorldRes brand. Web Reservations International will now operate two separate business units, a Hostels division focusing on the budget, independent and youth travel sector, and a Hotels division focusing on online hotel reservations through trade relationships with hotel and affiliate partners. (www.webresint.com)
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Travelocity Business has implemented its Business Mid-Office software, part of the eFulfillment suite, to help automate routine tasks after a trip has been booked, such as confirming the itinerary and flight segments, ticketing and invoicing. (www.travelocitybusiness.com)
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Gardaland Hotel Resort has ordered myfidelio.net to handle on-line booking on its website. Gardaland currently uses the MICROS-Fidelio Suite 8 PMS, which includes CRM and Sales and Catering Management System, Materials Control Food & Beverage Management, MICROS 3700 Restaurant Management System, and Myfidelio.net. (www.gardalandhotel.it)
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Galileo introduced a Complete Pricing feature for hotels, which shows the total price for the stay including the basic nightly rate and all taxes and surcharges. Hotel representation company Supranational Hotels was the launch client. Galileo plans to introduce the Complete Pricing display to consumers on the Web. (www.galileo.com)
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Katathani Phuket Beach Resort has implemented Pelican System’s online booking engine at the hotel website for its two properties, Katathani Thani Resort and Spa and Katathani Bhuri Beach Resort.
Mumbai-based Sun n Sand Hotel has contracted with Pelican System for on-line reservations and contracting services for its three properties in Mumbai, Pune and Shirdi.
(www.katathani.com, www.sunnsandhotel.com, www.pelicansystem.com)
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The Navy Lodge Program has signed a Letter of Agreement with SECURE-RES as a service provider for a pilot overflow reservation system for the Navy Lodge Program Call Center in Jacksonville, FL, where Secure-Res is based. The Navy Lodge Program provides lodging for military personnel, their families and other authorized patrons; SECURE-RES will provide a web-based reservation application of available hotels to be used when on-site Navy Lodging is sold out. (www.secure-res.com)
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Choice Hotels International is now offering travel agents Next Generation Seamless, which provides real-time rates, availability and rules from Choice Hotels’ central reservation system (CRS) through the Amadeus, Galileo, Sabre and Worldspan Global Distribution Systems (GDS). (www.choicehotels.com)
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MARKETING / MANAGEMENT
- W Hotels contracts with VFM Interactive for online video tours for all properties
- The Algonquin Hotel contracts with Open Hospitality for online strategic services
- InnSight Hotel Management Group orders ProfitSword's ProfitSage for all properties
- Lake Austin Spa Resort launches first RSS (Real Simple Syndication) technology on website
W Hotels has contracted with VFM Interactive to roll out online video tours for all its properties worldwide following a pilot video project. During the trial, videos were viewed an average of 2,100 times per month by online travel consumers visiting both the W brand sites and 3rd party sites. In some cases, as much as 40% of the monthly views came from 3rd party sites such as Travelocity and TripAdvisor. (www.whotels.com, www.vfmii.com)
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The Algonquin Hotel has contracted with Open Hospitality for online strategic services, including the hotel’s web booking engine, new website, search engine optimization and e-mail marketing. (www.algonquinhotel.com, www.openhospitality.com)
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The northwest-based InnSight Hotel Management Group has ordered ProfitSword's ProfitSage Financial Suite as its business intelligence tool. ProfitSage comprises modules for property management system interfacing, back office accounting, sales automation and payroll systems, and interfaces with Smith Travel reporting to provide comprehensive comparisons to the competitive set. InnSight will migrate all its hotels to ProfitSage. (www.profitsword.com)
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The Lake Austin Spa Resort has launched E-site Marketing’s first application leveraging RSS (Real Simple Syndication) technology on its website. RSS automatically feeds updates to website content to RSS readers such as My Yahoo!, Bloglines or NewsGator, allowing marketers to deliver frequently updated content and information to targeted customers who subscribe to receive these feeds. (www.lakeaustin.com, www.esitemarketing.com)
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REVENUE MANAGEMENT
- Park Inn Cologne City-West installs IDeaS’ V5 Revenue Optimization solution
- Garden Hotel, Guangzhou, orders IDeaS Revenue Optimization solution
- IDeaS appoints my-hotel.gr as regional distributor in Greece and Cyprus
- Eurostars Hotels, Rafaelhoteles select Electrobug’s Rate Check for all properties
The 205-room Park Inn Cologne City-West (formerly Holiday Inn Cologne City-West) has installed IDeaS’ ASP-based V5 Revenue Optimization solution through IFH, IDeaS’ Distribution Partner.
The Garden Hotel, Guangzhou, in the People's Republic of China has ordered IDeaS Revenue Optimization solution through TravelSolutions Alliances and IDeaS' Sydney-based sales team.
IDeaS has appointed Athens-based my-hotel.gr as its regional distributor in Greece and Cyprus. In 2004, my-hotel.gr played a key role in implementing solutions for the Athens Olympic Games including the front office solutions for the Olympic Village, the 8 Media Villages and implementation of the Central Reservation System for the Athens Olympic Committee.
(www.park-inn-koeln-citywest.de, www.thegardenhotel.com.cn, www.my-hotel.gr, www.ideas.com)
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Eurostars Hotels has selected Electrobug’s Rate Check pricing intelligence tool for all 29 of its properties. Eurostars’ hotel properties are located in 5 countries and 17 cities across Europe.
Rafaelhoteles has selected Electrobug’s Rate Check Internet rate intelligence tool for its four properties in Spain, to allow its hotels to obtain competitor room night pricing information from Web sites.
(www.hotusahotels.com, www.electrobug.com)
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SALES & CATERING, MEETING PLANNING
- OTRUM launches Conference Presenter digital signage system
- OTA and APEX coordinating standards efforts for travel industry and the meetings, conventions and exhibitions industry
OTRUM has launched its Conference Presenter, a digital signage system providing information composition, scheduling and delivery system for remote, high-resolution displays. The displays show room overviews, daily agendas, presentations, movies, websites, advertising, company logos or live TV. Flat panel LCDs are available from 15 inch to 42 inch units. (www.otrum.com)
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OTA and APEX are coordinating their efforts to standardize data interchange and operations between the travel industry and the meetings, conventions and exhibitions industry, aiming to develop XML schemes for their respective industries. APEX (Accepted Practices Exchange), an initiative of the Convention Industry Council, is developing and implementing industry-wide accepted practices to improve efficiency throughout the meetings, conventions and exhibitions industry. In December 2003 OTA published its 2004B Specification for XML, which includes many hotel XML schema that are currently being implemented. Almost simultaneously, APEX published its industry glossary, which has set the stage for future data definitions, and standard data elements for Post-Event Reports. (www.conventionindustry.org/apex/apex.htm, www.opentravel.org)
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F&B/POINT OF SALE
- CN Tower completes upgrade to HSI's Profit Series POS
The CN Tower has completed its upgrade to HSI's Profit Series point-of-sale (POS) system in 360 The Restaurant at the top of the tower, and in the Horizons Cafe. (www.cntower.ca, www.micros.com)
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GUEST SERVICES
- Telkonet receives CE certification for high-speed Internet access system
- Diversified Computer relocates to new high-tech office/hosting complex in Seattle
- Harvey Hotel Dallas/Fort Worth Airport installing Wayport high-speed Internet access
- One&Only Palmilla resort offers personal media devices (PMDs) and iPods as guest amenities
Telkonet has received Conformite Europeene (CE) certification for its high-speed Internet access system, clearing the way for sales throughout the European Union. (www.telkonet.com)
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Diversified Computer Corp. has relocated to Fisher Plaza, a new high-tech office complex in Seattle, combining new office space with a secure hosting environment for critical guest data for its major hotel brand customers. (www.guestware.com)
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The Harvey Hotel Dallas/Fort Worth Airport is installing high-speed Internet access from Wayport, with Wi-Fi wireless and HSIA in all 506 guest suites and in 26 meeting rooms, plus wireless access in common areas. (harveyhotel-dfwairport.felcor.com, www.wayport.com)
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Kerzner International’s 172-room One&Only Palmilla resort in Mexico now offers personal media devices (PMDs) and iPods as guest amenities. The iPods are pre-loaded with specific music selections to suit the resort environments where they are offered, including the pools, fitness center and a secluded area overlooking the coastline. All one-bedroom suites offer personal media devices for guests to watch movies or listen to music in the rooms or throughout the resort, pre-programmed with selected music and movies based on the most popular CD and DVD requests received by the resort over the past year, but personally customizable upon request. (www.oneandonlyresorts.com)
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INVENTORY/PURCHASING
- Potawatomi Bingo Casino, Sands Casino Hotel select Agilysys’ Materials Management System
The Potawatomi Bingo Casino in Milwaukee, WI has selected the Materials Management System (MMS) from Agilysys for its inventory and procurement operations.
The 623-room Sands Casino Hotel in Atlantic City, NJ has selected the Agilysys’ Materials Management System (MMS) procurement and inventory system.
(www.paysbig.com, www.sandsac.com, www.agilysys.com)
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ENGINEERING
- Starwood signs agreement with Alliance Star Energy for a framework of fuel cell power plants
Starwood Hotels & Resorts Worldwide has signed an energy services agreement with Alliance Star Energy LLC, a joint venture between FuelCell Energy Inc. and Alliance Power, for a framework of fuel cell power plants for its properties, with an initial focus in California. The first project will be to provide one megawatt of fuel cell power to the Sheraton San Diego Hotel & Marina, the fourth hotel employing FuelCell Energy's 'ultra-clean' Direct FuelCell (DFC) technology; delivery is expected in the fourth calendar quarter this year. The San Diego Regional Energy Office has issued a reservation letter to provide incentive funding of up to $2.5 million of eligible project costs to the combined entity. The Sheraton San Diego Hotel & Marina is the first property outside of the East Coast to receive this technology. (www.fce.com, www.alliancepower.com, www.starwood.com)
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SECURITY
- Marriott Vacation Club International installing Safemark safes at new Marriott’s Grand Chateau in Las Vegas
Marriott Vacation Club International (MVCI) is installing in-room safes from Safemark Systems at its new Marriott’s Grand Chateau in Las Vegas, Nev., as part of a brand standard at its vacation ownership properties. The Safemark in-wall safes were specifically designed in conjunction with MVCI’s Loss Prevention team. (www.safemark.com)
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