The hotel industry has a long way to go if it is serious about personalizing experiences and increasing satisfaction by exceeding guest expectations.
Hoteliers need to embrace the opportunities presented by new business models and technologies to provide enriching experiences that reflect true hospitality.
The ugly alternative, is for hotels to myopically focus solely on internal operations, and to suffer the same fate as the airline industry, which has largely transformed itself over the years from an exhilarating travel experience, to a generic means of transport.
Disruption is not an “if” for the hotel industry, it a “when”.
Hoteliers need to assume their guests, competitors and distribution channels will all be changing dramatically over the coming years. If they have not started preparing yet, there is a chance they may already be too late. Read more
NB: This is an analysis by Robert Cole, founder of hospitality and destination consultancy RockCheetah
The above is an extract of the original article available at: tnooz