The survey of 73 member hotel booking agents (HBAs) found a growing appetite for online solutions to better manage booking processes in the transient accommodation sector and, increasingly, in meetings management.
The need for cost savings was the most prevalent driver of the adoption of new technologies, as agencies sought to reduce overheads. Speed of response to ascertain availability and rates was ranked second driven by the desire to offer a quick and responsive customer service.
One of the key uses of online technology was the management of specially negotiated allocations for bedrooms and rates on behalf of a specific corporate client at individual hotels.
The research also found only one organisation attained rates from multiple web sites including third party aggregators. Of the agencies whose core business stream was accommodation, all had live available connectivity either with GDS, Pegasus or Direct Connects with hotel brands directly.
Hotel groups, chain venues and independent properties are already opening their inventories for small meetings and all agencies agreed that online availability, rates and booking capabilities would become standard for small meetings and events within the next three years.
Trevor Elswood, chairman of the HBAA’s Technology, Innovation & Environment (TIE) Committee, said: “Traditionally HBA’s were reliant on dealing directly with properties to negotiate rates and secure inventory. Agencies are now well versed in managing accommodation policies on behalf of their corporates online through the wide range of live availability distribution connections. The corporates’ growing reliance on HBA’s as part of the business outsourcing process means that meetings management policies too are being integrated into online inventories. The survey clearly shows demand from our members who want to capitalise on the IT available, and in turn reduce their own overheads.”
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