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The Future of Connected Hotel Operations - ALICE Keynote at the Expedia Partner Conference 2017

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How hotels can embrace platform technology to compete in tomorrow's economy.

Published in: Technology
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The Future of Connected Hotel Operations - ALICE Keynote at the Expedia Partner Conference 2017

  1. 1. The Future of Connected Hotel Operations Embracing platform technology to compete in tomorrow’s hotel economy
  2. 2. An Uber driver knows more about you than your Hotel Staff Amazon delivers goods with more transparently than your Room Service Siri fulfills more of your local queries than your Concierge Millennials want experiences so badly then chose to sleep on someone’s dirty ass couch over your hotel We are doing it wrong
  3. 3. All departments communicate together to serve your guest’s needs Your Hotel Operations On a Single Platform ALICE SUITE
  4. 4. What business are we in? –
  5. 5. Hotels deliver hundreds of goods, services & experiences
  6. 6. Through many departments, all working together
  7. 7. – Mark Okerstrom While the Internet has revolutionized the world of hotel distribution, it hasn’t fundamentally changed how hoteliers work.”
  8. 8. Today’s technology stack is a mess
  9. 9. The hotel industry lags behind in customer satisfaction benchmarks, with a score of 76 / 100 ACSI Travel Report 2017
  10. 10. Service is the key
  11. 11. It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is most adaptable to change.” – Charles Darwin
  12. 12. Refine our thinking.. look outside in
  13. 13. What has changed in the world? Services Offered
  14. 14. What has changed in the world? Service Delivery AccountableConnectedEfficient
  15. 15. What has changed in the world? Customer Experience PersonalizedTransparentMobile
  16. 16. Connected Platforms
  17. 17. The (New) Service Delivery Model –
  18. 18. Domino’s as a Platform
  19. 19. “What is the ROI?”
  20. 20. When we hire a product we actually hire it twice. The Big Hire: When we purchase the product The Little Hire: When we use the product
  21. 21. Playing to thrive –
  22. 22. Invest in operations technology
  23. 23. If you wanted to achieve platform...
  24. 24. If you wanted to achieve platform...
  25. 25. Achieve Connected Hospitality
  26. 26. All departments communicate together to serve your guest’s needs Your Hotel Operations On a Single Platform
  27. 27. All departments communicate together to serve your guest’s needs Your Hotel Operations On a Single Platform
  28. 28. All departments communicate together to serve your guest’s needs Your Hotel Operations On a Single Platform
  29. 29. All departments communicate together to serve your guest’s needs Your Hotel Operations On a Single Platform
  30. 30. All departments communicate together to serve your guest’s needs Your Hotel Operations On a Single Platform
  31. 31. All departments communicate together to serve your guest’s needs Your Hotel Operations On a Single Platform
  32. 32. Achieve Connected Hospitality
  33. 33. 1600+ HOTELS 10,000+HOTEL STAFF USERS 65,000+ REQUESTS / WEEK Our Story
  34. 34. Return on Investment Experience (ROE) 78%Of millennials would rather pay for an experience than material goods Harris 6xMore likely to buy with positive emotional experience, 12% more likely to recommend the company, and 5x more likely to forgive a mistake Temkin
  35. 35. Service is the technical delivery on a brand promise. Hospitality is the “feeling” you get when that service is being delivered” – Danny Meyer
  36. 36. The End. Subscribe to the ALICE Newsletter https://info.aliceapp.com/alice-hospitality-technology-matters

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