The traditional revenue-management best practices have failed, leading processes to change from a static to nimble approach, according to panelists on a webinar hosted by the Hospitality Sales and Marketing Association International University
Tom Botts, executive VP and chief customer officer for Denihan Hospitality Group, said best-available-rate pricing often offers little value to customers but makes hoteliers “feel good.” Customers today are shopping based on price, he said.
Ash Kapur, VP of hospitality revenue management and distribution for Starwood Capital Group, said the guest experience doesn’t start when guests arrive at the hotel. It starts pre-arrival, when they begin to shop. Hoteliers should be mindful of that when it comes to their own booking processes, he said.
We as hoteliers are capping our own investment in technology and questioning (return on investment), but we are happy paying commissions to intermediaries who instead are using those commissions to improve technology
It’s important hoteliers don’t abandon distribution channels because that would be shutting off some demand, Kapur said.
By: Alicia Hoisington
The above is an extract of the original article available at: HotelNewsNow