Hotel Management | Travel and Hospitality Tech Magazine

VOC Systems

Capturing the Guest Experience Before It Walks Out the Door

Guests often base their booking decisions on a hotel’s rating because it reflects what matters most: location, price, cleanliness, and overall guest satisfaction. But those ratings are built on feedback that usually comes after the guest has checked out, when it’s too late to fix problems or elevate the experience. Post-stay surveys and online reviews offer insights, but they don’t change the outcome of a stay. What could have been a memorable moment turns into a missed opportunity. And a single unresolved issue doesn’t end with one guest. It can spread across review platforms, influencing perception and discouraging future bookings. In today’s hyper-connected world, even one negative comment can impact dozens of potential reservations and hurt revenue. That’s why leading hoteliers are rethinking feedback. Instead of reacting after checkout, they’re embedding the guest voice into daily operations by listening in real time, while the guest is still on-site and the experience can still be improved. VOC Systems delivers real-time, on-site guest feedback through voice and text, enabling hotels to act on guest insights to boost satisfaction, improve staff performance, and drive measurable business results. Its ExpressWay solution fills the gap left by traditional tools, offering a deeper understanding of the guest experience while guests are still on property. “By leveraging cutting edge AI tools we’re providing guests free-form communication channels to the General Manager that instantly give hotel teams rich, contextual insights into guest experiences as they happen. That level of in-the-moment detail is rare and is exactly what sets us apart in today’s hospitality market,” says Brad Kesel, Founder and CEO. This innovative solution stems from Kesel’s engineering background, where he focused on identifying root causes and implementing sustainable solutions—skills that proved directly applicable to hospitality challenges.

Digital Magazine

Top Business Travel Management Firm 2025

Gant Travel

Streamlined Corporate Travel with Global Reach and Innovation

Patrick Linnihan, President

Small and medium-sized enterprises (SMEs) have long been forced to choose between a high-touch, tech-forward travel management company (TMC) that offers personalized service and a large-scale global provider with extensive reach and resources. Gant Travel, a digitally advanced TMC, is bridging this gap by offering the best of both worlds. It provides a seamless, tech-driven travel management solution that combines global reach with tailored service. Gant’s unified global ticketing process is ending the fragmented and time-consuming corporate travel experience. It takes care of all travel needs through one seamless system, eliminating the hassle of working with multiple service providers across different regions. This streamlines the process and guarantees a pleasant experience for everyone involved, including businesses, travel coordinators and employees. “We serve customers with a high degree of touch and technology, and ensure they need only one ticketing process for their travel requirements around the globe,” says Patrick Linnihan, president. A key component of Gant’s efficiency is its integrated omnichannel communication platform, which works in collaboration with a customer relationship management (CRM) system. This eliminates the need for multiple tools, enabling agents to focus on high-value tasks while automating routine processes in the background. It leverages a ‘follow-the-sun’ service model, where service transitions smoothly across global support teams as the day progresses. The omnichannel platform supports this by giving agents from different time zones access to real-time customer data, empowering them to deliver uninterrupted, high-touch support. Clients can rest assured that they will receive reliable travel assistance throughout their journey. Gant’s efficient use of advanced technology to deliver purpose-built tools is best evidenced by its Strategic Pay system. It eliminates payment issues by addressing the pain points of virtual payment cards (VCN) and simplifies the payment process by automating the coordination of VCNs and troubleshooting payment issues. Agents are equipped with solutions to resolve issues in real-time, minimize traveler friction and save valuable time.

Deckology

Branded Design with Transformational Impact

Sean West, Vice President of Commercial Sales

Since 2006, Deckology has been turning hotel and resort pool decks into functional and visually striking spaces that elevate aesthetics and guest experience. Rather than viewing the pool deck as a functional surface, it helps properties turn these spaces into extensions of their brand-safe, durable, and visually engaging areas that enhance the guest experience. For Deckology, the pool deck is a high-value amenity and a focal point for guest interaction, relaxation, and brand expression, extending the hotel’s story beyond its walls. Trusted by leading hospitality names nationwide, it promotes outdoor environments through engineering precision, design innovation, and long-term performance. Deckology’s leading innovation, AquaFlex^®, reflects its commitment to performance and design. Combining durability, safety, and design, the advanced surfacing solution tackles ongoing issues that hospitality properties encounter, including slippery surfaces, worn finishes, and costly upkeep. Its advanced composition offers slip resistance, cooling comfort underfoot, impact absorption, and chlorine and UV exposure resistance, ensuring safety and longevity. With 21 mixable colors, the material allows each property to align its deck design with its brand identity. Custom pathways, logo inlays, and vibrant color zones create distinctive visual experiences, installed without demolition to minimize disruption and reduce downtime. “Our whole goal is delivering a strategic upgrade that will enhance that guest experience and property value,” says Sean West, vice president of commercial sales at Deckology.

CTS Systems

The Human Edge in Smarter Commission Recovery

Mark Lewington, SVP Business Development

Commission management was once built on relationships and trust. Today, however, it has become increasingly transactional, automated, and impersonal. The result? Delayed payments, data gaps, and a lack of transparency have become the norm, eroding the sense of partnership that once defined the industry. While automation can streamline repetitive tasks, it often falls short when faced with real-world complexities. It fails to adapt to the unique needs of each client, leaving disputes unresolved and cash flow mismanaged. Without the human touch to interpret, adjust, and intervene, automation introduces friction instead of eliminating it, ultimately hindering businesses from achieving financial clarity and operational efficiency. But what if technology and human insight were fused together—without dismissing either—to restore the foundation of commission management and re-establish the trust on which the industry was built? Standing behind this vision is CTS Systems. As a commission management specialist, the company combines intelligent automation with persistent follow-up and bespoke reconciliation to deliver end-to-end solutions. Designed for travel agencies, travel management companies, and hotels, its ecosystem covers everything from automated data ingestion and GDPR-compliant validation to commission recovery, dispute resolution, and real-time analytics. “We believe that even in a high-tech world, people still make the biggest difference,” says Mark Lewington, VP of Sales and Client Relations. “Our focus on real-world collaboration and measurable results helps our clients recover more revenue, reduce operational burdens, and make smarter, faster decisions.” CTS’ high-touch service model is built to understand each client’s structure, goals, and pain points, positioning the company as a true partner in commission management. It pursues every commission opportunity and resolves every exception, achieving a 97 percent resolution rate that surpasses industry standards. The outcome is higher recovery rates, faster payments, and long-term relationships built on transparency and accountability.