Hospitality digital messaging and engagement company Glowing and business cloud software firm Infor have partnered with Mandarin Oriental Hotel Group.
The project encompassed a real-time, two-way integration between Infor HMS—a hotel property-management system built for the cloud with security and mobile capabilities—and Glowing’s Digital Engagement Cloud at Mandarin Oriental hotels worldwide.
Infor HMS is a multidepartmental property-management platform for the hospitality industry that integrates front-office and on-property technology to better manage room availability, dynamic pricing and guest profiles to boost profitability. Through this digital transformation, hotels will be able to better track guest preferences, simplify reservations and provide consistent quality and services. 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.
The real-time two-way integration between Glowing products and HMS will let hotels using Infor HMS contact the guests via WhatsApp Business and/or SMS and stay connected throughout the guest visit. The hotel also can broadcast messages to guests checking-in/checking-out on a specific date or based on their in-house status. The hotel can further automate these broadcasts to be more personalized and based on the guest journey triggers. The system also helps drive revenue by connecting different departments with the guest and enabling them to take guest orders and upsell any relevant options. Glowing has observed more than 25 percent of all conversations on its Infor-integrated properties to be revenue related. The hotel can also configure automated notifications such as confirmations, reminders and folio. This integration also enables new initiatives such as contactless check-ins, where Glowing delivers express check-in instructions to all the guests on the day of their check-in.
“We are pleased to partner with Infor,” says Jasen Lew, CEO of Glowing. “We have numerous joint customers, and with this two-way integration, we can offer those hotels the integration that will drive demand and increase conversions, keep the operational impact low, improve the guest experience and drive revenue.”