Certainly, the news has not been good for hoteliers, Lomanno said. On an average day, there are 215,000 fewer rooms sold, generating US$42 million less in revenue than a year and a half ago. “That’s a lot of ground to make up,” he said.Yesterday 80% of you believed we would be in a recovery within 2 years.
Short term corporate is a good barometer, golf too!
Less Brand Loyalty, 28% decreased direct bookings, prefer direct bookings for changes, points, cancel, requests
Social Support – customer service in social mediaAdopting a culture of listeningNew rules of relationship management - http://www.altimetergroup.com/2010/03/altimeter-report-the-18-use-cases-of-social-crm-the-new-rules-of-relationship-management.htmlPR challenge – Navy Response ChartCustomer complaint – same as responding from the front desk
Gap between audience and presenter shrunk
Backchannel, polling, more interactive
Fishbowl,OpenSpace, multi-setups (rounds followed by highboys & lounge areas)
Public spaces for networking – food, WiFi, computer terminalsBars and hotel restaurants for TweetUpsLounges, seating areas for informal learningSpeak lanaguage of informal versus form
The New Normal For Hospitality Professionals
WelcomeTo The New Normal<br />
More regulation, a weaker consumer, higher rates of unemployment, years before housing prices get back to old highs, a weaker dollar, more government debt, more taxes, a little deflation, then a lot more inflation and an end to U.S. global economic downturn…<br />Welcome to New Normal<br />~ Don Reynolds, Economist <br />21st Century Forecasting <br />
16 New Normals<br />The impact of the new normal on meetings, destinations and hotels<br />
Buyers Market<br />On an inflation-adjusted basis ... it’s going to probably take eight to ten years to get hotel room rates back to where they were in 2007. <br />Mark Lomanno, President<br /> Smith Travel Research <br />
Hotel Sales 2.0<br />Online footprint<br />Social mediainteractions<br />There B4 the Sale<br />Geo-location<br />
Social CRM<br />A process to monitor, engage & manage conversations & relationships with existing & prospective customers & influencers across the Internet, social networks & digital channels. ~ Mark Walsh<br />
To expect a normal recovery cycle, whether it is corporate profits or lending or consumer spending or capital investment, or pick the category—increased meeting attendance, or association growth, or… is just not reasonable.~ Don Reynolds, Economist 21st Century Forecasting<br />