Is Hospitality Ready to Service the Digitally Savvy Travel Consumer?
• With the explosion of the “digital way of life,” the customer journey has turned into a digital customer journey that is becoming increasingly complex, forcing hoteliers to overhaul their technology stack, corporate and marketing strategies in order to engage, acquire, service and retain these digitally savvy travel consumers across multiple digital touch points and across all digital channels and devices.
• Long gone are the years when staying at a hotel meant experiencing better technology and amenities (flat-screen TV? HBO? High-speed internet?)
• They should be able to answer confidently questions like “What are the benefits of a cloud PMS versus an on-premises PMS? Why does the hotel need an RMS? How can use CRM technology to increase repeat business? What type of CMS do I need for the hotel website? What type of DMS technology do I need to improve conversations and revenues of the property digital marketing? How do you create a fool-proof issue resolution system at the property? A 100% contactless guest experience? How do you implement automation, robotization and IoT devices to improve customer service?