Highgate Hotels implements two-way vendor integration

The integration between Nor1 products and HMS will enable hotels to generate upsell revenue at various guest touchpoints during pre-arrival and check-in. Photo credit: Nor1

Highgate Hotels has deployed a real-time, two-way integration between Infor HMS, a hotel property-management system built for the cloud, and Nor1’s machine-learning-based platform, at several Highgate hotels in the United States.

“Highgate has a history of using best-in-class technology and we’re happy to have two of our most-valued partners, Infor and Nor1, working together,” said Kerry Mack, EVP of revenue and distribution for Highgate Hotels. “Real-time two-way integration between Infor HMS and Nor1 products allows Highgate to deliver customized experiences powered by Nor1’s upsell platform during pre-arrival and at the front desk. The seamless connection between Infor HMS and the Nor1 platform streamlines operations and reduces overhead, allowing Highgate to maximize revenue while providing an unrivaled guest experience.”

Teams at Highgate see immediate benefits from this integration and go-live on Nor1, according to the company. Through eStandby Upgrade during pre-arrival users are able to see available inventory inside the Nor1 portal when actioning upgrade requests without having to flip between two applications and, through the use of sophisticated business rules, can allow automated awarding of certain requests, reducing time needed to administer pre-arrival upgrade requests. 

In addition, using eXpress Upgrade immediately before arrival will enable confirmed upsell emails with no overhead on the part of the property, based on real-time availability and automated reservation updating. CheckIn Merchandising at the front desk will present upsell offers for clean and vacant rooms at a price based on the hotel’s revenue strategy and allow agents to see and describe offers without having to search for availability or refer to paper or spreadsheets for pricing, the company noted. Any changes to reservations are then recorded in the HMS.

Through this digital transformation, the company indicated hotels will be able to better track guest preferences, simplify reservations and provide consistent quality and services. It added Infor HMS unifies multiple hotel functions into a single application, allowing hotels to consolidate information on the performance of multiple properties, create customized reports and, ultimately, make better forecasts and business decisions.