MESSAGE FROM THE CEO
SMART CUSTOMERS WANT SMART SOLUTIONS
The year 2016 is almost history. It passed by in a flash and in reflection we did achieve a great deal this year. In this newsletter, we'll be telling you about our new products, improvements, fixes, industry trends, new partners and much more.
Firstly, I would like to thank you for your continued support. It is really heartwarming how many of you have been with us for many years. We will always strive to add value to your business.
It's not as if we, on the Southern tip of Africa, aren't aware how technologically savvy our customers have become. There is also no reason to doubt that this will continue even stronger into the foreseeable future. We already know why this is so. Technology equates to efficiency for your customers, which offers significant time-saving to them. It also represents better service delivery which goes a long way to remove frustration at all those familiar friction points in your business.
As accommodation, restaurant or coffee shop suppliers you need to be aware that the new traveler will demand more and more technology driven services from you, obliging you to offer those services or risk losing the customers.
This notion is strongly reinforced in the 2016 SKIFT REPORT, titled The Travel Industry’s New Platform Paradigm. Among the many noteworthy points raised in the report, it states:
Consumer pain points with the hotel experience suggest many hotel properties aren’t doing enough to assist today’s discriminating, tech-savvy travelers. According to a recent Skift consumer survey, which asked travelers about the most frustrating part of the hotel experience, core operational functions like housekeeping, requesting hotel services, and check-in/ check-out all topped the list of pain points.
The report goes on to note that even staff responsible for booking were aware of the gaps in service, calling it "surprising". A survey investigating the top guest complaints in online reviews found that it was “Staff Service,” mentioned by 56% of respondents. As the report says: "This begs the question: why might hotels be receiving low marks on core operations that should be under their control?"
Well, a great many hotels know they need the right technology to help improve guest satisfaction, but just as many are not seeing the bigger picture: how to integrate technology to provide overall guest satisfaction. In effect, they don't see the wood for the trees. Yet.
Of course there are major forward strides, as the SKIFT Report also notes: the big hotel chains are adding messaging to their mobile apps to better engage guests, driving guest engagement through direct SMS and introducing app based key less entry. Crucially, though, they are all isolated experiments. How you tie all these together, that is the real key”. The guest experience while visiting an establishment is what brings them back or creates a reliable reference that drives more business to venues. These bookings also deliver the greatest profit margin.
How to deliver these technology solutions, is where we as Semper must play a key role.
The next article “Getting smarted.. “ will give you a good idea what was delivered in 2016
For 2017 two areas of demand which we will focus on is the intelligent guest application that will enable your guest to view their account from a cell phone or tablet, settle their bill electronically and do a quick check-out directly from their phone.
The second area revolves around rates management. The ability to ensure you can maximise the amount of income from each booking by adjusting rate prices dynamically in the same way airlines have been doing for many years. A new partnership approach will ensure you can utilize this technology without investing in learning how best to do this. A number of tools will become available as well as a service offering that will blow your mind. All integrated into your Semper system.
2017 promises to be a great year and we hope you have a wonderful and prosperous season and great 2017.