RE:START Webinar series
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Learn how to build even better relationships while increasing guest and staff safety, by deploying online guest services – Webinar Speakers Skander Gasmi, Nikola Jasprica, Oliver Geldner, Jordan Hollander, Krasimir Trapchev, Tomas Damen, Jonathan Rojas, Lennart De Haan, Daan De Brujin, Steve Bliekendaal. See the key takeaway messages from our webinar - hyperlink ако може със заглавието Hospitality in the era of social distancing https://www.clock-software.com/events/Hospitality-in-the-era-of-social-distancing
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RE:START Webinar series
- 1. RE:START Webinar series Maximising hospitality at a safe distance
- 2. Moderated by: Jordan Hollander Co-Founder, Hotel Tech Report Krasimir Trapchev Co-Founder, Clock PMS+ Maximising hospitality at a safe distance
- 3. Agenda: Maximising hospitality at a safe distance 1. Introduction 2. Building even better relationships by deploying online guest services 3. Panel discussion with leading hoteliers and the consultants on the challenges of reopening 4. Panel discussion with hotel-tech vendors on providing hospitality at a safe distance 5. Q&A with the moderators, the speakers and the audience 6. Wrap up
- 4. Q&A Session: Maximising hospitality at a safe distance How to post or vote for a question
- 5. How COVID affected the demand on Clock PMS+ servers Maximising hospitality at a safe distance
- 6. Have you already reopened after the COVID lockdown? Maximising hospitality at a safe distance
- 7. Key features for the (near) future Maximising hospitality at a safe distance Features that aim strategic improvements towards modern-day hotel organisations. They are NOT born but only amplified by the COVID crisis 1. Digital guest services 2. Process automation 3. Guest engagement
- 8. Our speakers today: Maximising hospitality at a safe distance Jordan Hollander Co-Founder, Hotel Tech Report Krasimir Trapchev Co-Founder, Clock PMS+ Oliver Geldner Partner, Taktikon AB Nikola Jasprica Director of Revenue, Lark Hotels Skander Gasmi Director of Digital Transformation Happy Culture by Honotel Daan De Brujin Founder and CEO Book Boost Guest messaging Steve Bliekendaal Business Development Director, Clock PMS+ Lennart De Haan CEO, 4SUITES, Intelligent Access for Hospitality Jonathan Rojas Co-Founder Whistle Tomas Damen Senior Manager Strategic Partnerships Adyen
- 9. Part 1: How to build even better relationships while needing to increase guest and staff safety, by deploying online guest services Maximising hospitality at a safe distance Steve Bliekendaal Business Development Director, Clock PMS+
- 10. A global challenge ADDING WEIGHT to what was already a desperate need for hotels to commit to DIRECT, digital guest relationships The new need for safe distancing in the shadow of the rise of the silent traveller, who has been demanding online services for some time
- 11. Discovering ways to recapture relationships that were watered down by the arrival of online and OTAs, offering great opportunities Guests that aren’t (pre-arrival) ghosts are of far greater value to businesses of all types and sizes and therefore should be preferred
- 12. Where many industries have gone before, much can be learnt from tried & tested, digital customer platforms out there. Deploying adaptable platforms, like a part guest facing PMS and associated tools lets hotels deliver quality, HOSPITABLE services.
- 13. 1. Guide, where necessary intercept and in all cases maintain contact with as many guests as remotely possible 2. Deliver a single, low threshold platform that enables many, meaningful online services and can easily be aligned to change
- 14. 4. Keep taking guests back there throughout their journey and capture quality information in the right place and at the right time 3. Enrich this platform with external services and content, listen to guests and tweak it to suit every practical and newborn need
- 15. Part 2: Panel discussion with leading hoteliers and consultants The challenges of reopening and maximising hospitality at a safe distance Moderated by Krasimir Trapchev - Clock PMS+ Maximising hospitality at a safe distance Oliver Geldner Partner, Taktikon AB Nikola Jasprica Director of Revenue, Lark Hotels Skander Gasmi Director of Digital Transformation Happy Culture by Honotel
- 16. Part 3: Hotel technology that enables virtual guest services What are the solutions that will help maxisimise hospitality at a safe distance Moderated by Jordan Hollander - Hotel Tech Report Maximising hospitality at a safe distance Krasimir Trapchev Co-Founder, Clock PMS+ Daan De Brujin Founder and CEO Book Boost Guest messaging Lennart De Haan CEO, 4SUITES, Intelligent Access for Hospitality Jonathan Rojas Co-Founder Whistle Tomas Damen Senior Manager Strategic Partnerships Adyen
- 17. Wrap up and Q&A Session: Maximising hospitality at a safe distance How to post or vote for a question
- 18. RE:START Webinar series Thank you! Next webinar: Feature updates July 2020 July 15th, 10 am EDT (New York) / 4 pm CEST (Paris)
Editor's Notes
- Welcome
- Jordan: Opens the event. Jordan explains that he’s been invited to moderate the event by Clock and introduces himself.
- Jordan: That is the first webinar from the RE:START series that Clock and Friends will be organising, first on the subject of maximising hospitality at a safe distance. Jordan introduces the agenda …. 00:01:30
- Jordan: … and provides a quick explanation of how to ask questions or promote questions via the Q&A function. 00:02:30 Before announcing the speakers, Jordan initiates a quick chat on the noted effects of COVID so far and shares some thoughts of his own. Jordan asks Clock: Do Clock have any observations on the impact of COVID so far? 00:03:30
- Krasimir: shares some observations about the drop of the overall volume of transactions, but also the recovery. Krasimir shared asl the figures from the poll on the day before the event 00:04:30
- Krasimir: Here is also some data from the quick poll we ran yesterday among the attendees 00:05:00 Krasimir: Asks Jordan “As the hotel industry’s #1 software authority, what kind of highline observations or recommendations can you share?” Jordan shares some thoughts and ideally figures. 00:07:30 Jordan to Krasimir: I am curious where Clock thinks the efforts shall be focused now in terms of developing their own platform?
- Krasimir: Explains the priorities, which are not-born but only amplified by the current COVID situation, but are all anyway strategic improvements that the modern-day hotel organisations require anyway. Guest facing online services, process automation guest engagement 00:09:00
- Jordan: presents the speakers in the following sequence: Hoteliers and consultants Hotel tech vendors 00:10:30
- Jordan: With this we are ready to start with the first session, where Steve Bliekendaal, Business development director at Clock PMS+ will speak about building better relationships and adjusting to current conditions, by deploying online guest services. To you Steve 00:11:00
- Steve: 00:13:30
- Steve: 00:15:00
- Steve: 00:17:30
- Steve: 00:20:00
- Steve: Jordan: Thank you, Steve. Now we are ready to start with the fist Panel discussion today. As announced earlier, Krasimir from Clock will moderate the discussion about the challenges of reopening with three fellow hoteliers and consultants. Krasimir to you. 00:22:30
- Krasimir: Thanks Jordan. Indeed, we have a fascinating group of people bearing professional hoteliering in their hearts, coming from organisations from booths sides of the Atlantic ocean. These are all key members of the teams of companies who have recognised and prioritised the digital transformation of their own or their customers' hotel organisations. We have got Skader Gasmi. Director of Digital transformation of Hub H, the digital transformation division of HappyClulture by Honotel from France. HappyCulture manage 37 hotels across France and had recognised that the digital transformation was the way ahead for hospitality. We have got Nik Jasprica, Director of Revenue at one of the leading groups of boutique hotels in the US. They are managing almost 30 hotels across the US. Digitalisation nas also been central for the growth and their customer centric approach. And we have got Oliver Geldner, a Partner at one of the leading revenue management and hotel tech consultancies in North-western Europe, based in Sweden, but operating across Europe. Taktikon combines a few very interesting competences - revenue management, hotel technology and operations management. 00:24:30 Q1: Please, briefly introduce yourself and your companies. Skander, Nik, Oliver 00:30:00 Q2: How to operate in the situation of deflated demand and requirements for social distancing and can technology help? How are you facilitating the guest experience and service differently compared to 6 months back from now? 00:40:00 Q3: What changes did you implement in the guest journey and how are you facilitating the guest service and experience? What form the hotel tech that you had already adopted prior to the crisis has helped you respond better? To Oliver: What did hoteliers in Sweden, one of the very few countries with a very liberal regime which never locked down the economy, do to adapt to the situation and to reassure their guests, to increase the safety for both guests and staff members and to engage guests in this very strange situation? 00:50:00 Krasimir: Thank you Skander, Oliver and Nikola for the very useful insights. Jordan, back to you for the the second panel today: Hotel technology that enables virtual guest services
- Jordan: Q1: How were hotels that were using [Whistle, Bookboost, Clock, 4Suites, Adyen] at an advantage when the Corona virus hit relative to hotels on legacy systems/processes? 01:00:00 Q2: What have been the most creative or inspirational pivots/strategies/covid responses you’ve seen implemented amongst your clients? 01:07:30 Q3: In what ways have you pivoted/developed your product suite to meet the unique needs of a post covid world? In what ways are clients using your tech differently than they did before the crisis? 01:15:00
- Jordan: Wrapping up and going to the questions from the attendees To all hotel tech-vendors and hoteliers: If you were opening a hotel tomorrow, what would the ideal tech stack and guest journey look like in relation to contactless operations and remote management? 01:25:00 Jordan: Questions from the attendees
- Welcome