Hotels need to get the (Facebook?) message

At the recent F8 (Facebook Developer Conference), a considerable amount of time (parts of the first and second day keynotes, at least three sessions) was spent on its efforts to improve the technology of messaging.

Optimizing the hotel booking experience is about messaging and customer-centricity: clear messaging minimizes the friction that exists in the transactional parts of a booking while. customer-centricity gives guests a sense of experience and creates or improves the relationship.

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The service and revenue gap of messaging

Booking and managing a hotel reservation can be time-intensive. A simple reservation change by phone might take 30 minutes to complete, even though the transaction only lasts for a few seconds.

This is an example of the current service gap in messaging, and it’s very real, having happened to me while traveling last week.

The revenue gap looks a little different.

Upsells, upgrades, and bespoke experiences are already allowing hotels to improve margin and revenue per booking. These are messaged and marketed via confirmation pages and e-mails. They are typically one-way forms of communication, and don’t give the user an opportunity to refine the offer to be in alignment with their needs.

The opportunity of messaging as a platform becomes very interesting if seen as a way to reduce friction in customer communication, improve service, and drive more revenue.

Click here to read complete article

NB: This is an analysis by Nicholas Ward, co-founder and president of Koddi

Excerpt from Tnooz

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About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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