Streamlining operations and delivering the guest experiences that drive competitive advantage.
Successful hotels, resorts, and other lodging establishments measure their performance in occupancy rates, streamlined cost-structures, and guest experiences that increase loyalty and word of mouth.
It’s always been that way: hospitality is a people business that specializes in comfort, service, and memorable experiences.
But succeeding in a hospitality market that’s more competitive, more global, and—most of all—more digital, is creating new challenges. While nothing is going to replace the importance of a comfortable room and attentive service, more and more of the business of hospitality—from browsing to booking, check-in to check-out—takes place online, on mobiles and across social networks. This is as true for a sprawling five-star luxury resort as it is for a downtown boutique hotel or a highway suite-style hotel catering to the needs of budget-minded business travelers.
The emergence of a new and coveted category of digitally savvy travelers has hoteliers of all kinds paying renewed attention to technology:
• Going mobile. Extending booking, check-in and check-out, and even room keys to travelers on smart phones.
• Engaging guests. Connecting with guests through an array of kiosks and digital signs in public areas and digital gadgets and services in the guest room.
• Analytics. Taking advantage of analytics and cloud-based services to better understand guest behavior and preferences.
Read the full Creating the Next-Generation Digital Hotel Solution Brief.