GUEST FOCUS IN A DIGITAL WORLD
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The document discusses how hotels can better focus on guests in a digital world. It outlines the typical guest journey from researching and booking travel to arriving at and experiencing a hotel. Hotels need to understand guests' behaviors and provide easy, fast, and customized booking and stay experiences through digital innovations. This includes features like a smart room mirror, social lounges, and local city guides to help guests explore beyond the hotel. The goal is to make every aspect of the guest experience simple, relevant and engaging.
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GUEST FOCUS IN A DIGITAL WORLD
- 1. ENTER 2015 Industry Track Slide Number 1 GUEST FOCUS IN A DIGITAL WORLD Gül Heper HTL hotels AB, Sweden gul.heper@htlhotels.com
- 2. ENTER 2015 Industry Track Slide Number 2 #HTLHOTELS
- 3. ENTER 2015 Industry Track Slide Number 3 KNOW YOUR GUESTS - THE USER JOURNEY - Decision to travel Research/Plan Decision Book Prepare The Journey Arriving Experience the city Leaving The journey home After the travel At the hotel
- 4. ENTER 2015 Industry Track Slide Number 4 The booking experience is the least fun part of the hotel experience. People don’t want to learn the hotel. People are looking for “insider tips” and for ways to explore the city away from the mainstream. It’s important to feel welcome when you first enter the hotel. It needs to be intuitive and easy. KNOW YOUR GUESTS People value quality over quantity. A large room is not important, But a great bed and shower are.
- 5. ENTER 2015 Industry Track Slide Number 5 KNOW YOUR GUESTS identify existing behaviors simple fast Technology Social media city guide Local every- where engaginghonestclear MEDIA COLLAB- ORATIONS relevant
- 6. ENTER 2015 Industry Track Slide Number 6 EASY & FAST
- 7. ENTER 2015 Industry Track Slide Number 7 CUSTOMIZE YOUR STAY 1 choose room 2 choose rate 3 choose option
- 8. ENTER 2015 Industry Track Slide Number 8 EXISTING BEHAVIOUR
- 9. ENTER 2015 Industry Track Slide Number 9 DIGITAL INNOVATIONS
- 10. ENTER 2015 Industry Track Slide Number 10 THE HTL ROOM SMART DETAILS MIRRORING
- 11. ENTER 2015 Industry Track Slide Number 11 THE HTL ROOM
- 12. ENTER 2015 Industry Track Slide Number 12 THE SOCIAL LOUNGE
- 13. ENTER 2015 Industry Track Slide Number 13 LOCAL EVERYWHERE THE HTL CITY GUIDE
- 14. ENTER 2015 Industry Track Slide Number 14 #HTLHOTELS
- 15. ENTER 2015 Industry Track Slide Number 15
Editor's Notes
- Customize your stay - Simplicity, clarity, transparency
- EXISTING BEHAVIOUR PASSBOOK, CHECK IN STATIONS, “NORMAL DEVICES” STATISTIK
- Easy to find power outlets 8 units – don‘t have to crawl under the bed.
- Gigabit speed wifi
- Hosts – always ready to assist. Employeed based on their personality.
- LOCAL EVERYWHERE THE HTL CITY GUIDE Made by locals for everyone who wants to feel like a local.
- PHOTO OPPORTUNITY SHARING REVIEWS ENABLE SHARING SOCIAL MEDIA – LOYALTY TRAVELLERS CHOICE AWARD LOGO Skapa relevans om HTL som produkt. Skapa själen i varumärket låt våra gäster bidra till att bygga varumärket. Ringar på vattnet
- Hosts – always ready to assist. Employeed based on their personality.