Customer Relationship Management (CRM)

Real-time operational insight and staff action enhances the guest experience, recovers at-risk guests and improves positive online reviews for Sandals Resorts.

Technology is helping Homestyle Dining revitalize its classic steakhouse buffet concepts. With the introduction of a fresh new take on fast-casual for the steakhouse genre, Bo's Steak & Grill, plus bringing its legacy brands, Ponderosa and Bonanza, into the 21st century with wireless and digital technologies, Homestyle Dining seeks to strategically position its three brands to offer something for every guest's dining preference.

As the restaurant industry continues to struggle with POS integration, perhaps operators should look to the hotel space where some progress has been made in integration between multiple systems. The next generation of point of sale must address the latest technology capabilities in addition to providing the data that will help restaurants be truly competitive.

Hospitality Technology magazine's 2014 Customer Engagement Technology Study reveals that use of CETs is on the rise despite complexity to measure and manage initiatives.

2014 Expedia.com Insiders' Select List winners run the technology gamut.

James Hotel Group drives new business and increases productivity with Groupize Group Booking Engine Solution.

Morgans Hotel Group utilizes system to analyze feedback from hundreds of review sources.

Social media offers a sprawling, picture window view into consumer opinion, and hotels and restaurants have overwhelmingly joined the discussion. Managing social channels and the vast data they provide, however, is largely a manual, time intensive process. HT research has found that many hotels and restaurants struggle to measure and manage social activity; we anticipate social reputation management (SRM) technology will become increasingly important as the industry aims to build out integrations between social content and loyalty programs. In this special feature, HT talks to hotel and restaurant operators that are using SRM — including Domino's, Shangri-La Hotels and others — to get insight into the tools that are helping them manage and mine high-value social data.