A primer on business models and systems that make up the infrastructure of hospitality distribution. This is a short course for UX designers and strategists.

1. Hospitality & Technology
101
PAUL CONLEY, PH.D.

2. The most pressing question in
hospitality distribution.

3. Who is this creepy guy?

4. Heads in Beds

5. Concepts and Systems

6. Finding the balance

7. Innovation
and Design
Systems and
Infrastructure
Finding the balance

8. Innovation and
Design
Systems and
Infrastructure
Finding the balance
Client’s
Capacities

9. Three keys
Identification of client’s
business
Importance of yield
management
Awareness of interaction of
systems

10. Business Models
Real Estate
Transactions
Management
Fees
Transaction
Fees
Advertising
Fees
Software
Licensing

11. Blackstone “Flips” Real Estate

12. Yield Management
 Airlines pioneered the science of “yield
management.”
 Data has always been “big”
Historical
Competitive
Reservations
 Identify and stratify customer types
 Unbundle products and services

13. Monetize the Pool
Time Out – Los Angeles

14. Data
Collection
and/or
Transport Consumer
Shopping and
Booking
ExtranetHotel Systems
Distribution and Data

15. Switch
Service
Property.com
Web Site
Brand.com
Web Site
OTA
Online Travel
Agency
MSE
Metasearch
Engine
GDS
Global
Distribution
System
Business
Intelligence
Application
Extranet
RMS
Revenue
Management
System
PMS
Property
Management
System
CRS
Central
Reservation
System
Channel
Management
Function
DAM
Digital Asset
Management
Booking
Engine
Call Center

16. RMS: Revenue Management
System

17. PMS: Property Management System
 Comprehensive software application
 Sales and planning
 Reservations and Rooms Control
 Point of sale
 Guest folios
 Food and beverage
 Time cards, HR and Payroll
 Pay TV
 Guest card keys and door locks
 Telephone
 Wi-Fi billing
 Housekeeping organization
 Credit Card payment
 Distribution
 Revenue Managers
 Inventory and Pricing
 Rooms Control
 Reservations processing
 Front Desk
 Guest check in/out

18. CRS: Central Reservation System
 Rates, rules, room types, availability and
reservation information
 Primary system for shopping and
booking (TA, OTA)
 CRS are built to accommodate
shopping requests from multiple
distribution points

19. Business Intelligence Application

20. Channel Management

21. Switch: DHISCO
Distribution Hospitality Intelligent Systems Company
.....the “single largest processor of electronic hotel transactions” at more than eight
billion a month, according to the company, and claims as clients 100,000 hotel
properties and more than 300 brands spanning 200 countries.

22. Digital Asset Management

23. Property.com

24. Booking Engine

25. Brand.com

26. Actually, Brands.com

27. Metasearch Engines

28. OTA: Online Travel Agency

29. GDS: Global Distribution System
 Reservation systems used by travel agents
 Back end reservation system used in part by OTA’s
 Comparative hotel shopping data for pricing reports

30. Switch
Service
Property.com
Web Site
Brand.com
Web Site
OTA
Online Travel
Agency
MSE
Metasearch
Engine
GDS
Global
Distribution
System
Business
Intelligence
Application
Extranet
RMS
Revenue
Management
System
PMS
Property
Management
System
CRS
Central
Reservation
System
Channel
Management
Function
DAM
Digital Asset
Management
Booking
Engine
Call Center

31. Appendix

33. Industry Sources
 Hotel Management
 Hotel News Now
 Subscribe to daily digest
 Skift
 Tnooz

34. OTA: Open Travel Alliance

35. WTTC’s latest annual research, in conjunction with our partner
Oxford Economics, shows Travel & Tourism’s contribution to world
GDP grew for the fifth consecutive year in 2014, rising to a total of
9.8% of world GDP (US$7.6 trillion). The sector now supports nearly
277 million people in employment – that’s 1 in 11 jobs on the
planet.

36. Story Practice Consulting
Paul A. Conley, Ph.D. has extensive experience in product development, program
management, operations, and account management in diverse organizations
from Fortune 100 corporations to start-ups. Paul has worked successfully with
global and local teams within Sabre, Galileo, Moving Station, Cendant,
TravelClick, LXR, Pegasus Solutions.
Paul has used story to lead teams, research and define customer requirements for
technology products, and create customer experiences. Paul's business
experience and academic background combine theoretical as well as practical
aspects of design, implementation, and change management.
Education:
Ph.D. Mythological Studies with an Emphasis in Depth Psychology
Pacifica Graduate Institute, Carpinteria, CA
M.S. Communication, Communication Systems
Northwestern University, Evanston, IL
BBA, Business Administration
Loyola Marymount University, Los Angeles, CA