Tag

guest experience

Browsing

Dear hoteliers, Today, we are going to talk about artificial intelligence in the hotel industry. Lately, I have noticed that discussions and feelings get pretty heated when the subject comes up. To a certain extent, it makes sense! Influenced by popular works such as I, Robot, Terminator or Blade Runner 2049, the world’s collective imagination has massively distorted our notion of AI. Fantasy has sometimes replaced fact and common sense. And a lack of understanding…

Dear hoteliers, Some time ago, I was at a meeting with a hotel group just to catch up with them. Regarding their history and loyalty – they’d been working for years with a colleague who managed their Pre/post-stay customer relations – out of all our services, they only used our email campaign solutions. Their PMS and Channel Manager were connected well; but their PMS did not enable any 2-way comms (upstreaming and downstreaming of information)…

The reading of all the reactions regarding my last article (Is Guest Experience the future of hotel marketing?) has clearly shown that the market has started to turn more towards Guest Experience Marketing than to the traditional Direct Booking strategy. But should you only focus on the Guest Experience? If yes, are we then witnessing the twilight of direct booking? Here is a brief comparison of these two strategies and my personal conclusions. Happy reading!…

Here’s a question that crops up very regularly: what do your guests really expect? If we could read their minds, what the heck would we find? Do you think that, if you were more able to anticipate your guests’ needs, you would be able to improve your revenue? Even though it’s impossible to answer this question perfectly, I nevertheless had a little fun by analyzing the answers that we receive from pre-stay questionnaires. The rather…

Scroll Up