Hospitality & Mobile
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YLLGThe document discusses how independent hotels and hotel groups can justify the cost of hiring service technicians to provide digitally delivered services that compete with large hotel brands. It notes that such services can help increase hotel performance through yield management, upsells, and increased guest loyalty and retention by reducing reliance on expensive distribution channels and encouraging direct booking. Mobile technologies are said to help improve quality, satisfaction, loyalty, and reputation by learning guest preferences, providing customized stays, and facilitating word-of-mouth promotion through social media feedback. Specific mobile uses mentioned include fixing issues before checkout, promoting and selling services, sharing information, improving check-in/out efficiency, and allowing room service orders by phone.
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St. Regis Hotels uses various digital marketing initiatives to address complex customer decision journeys. They maintain a strong presence on social media platforms like Facebook, Instagram, and Twitter to engage customers. The brand also has a mobile-friendly website and smartphone app to make bookings convenient. While St. Regis positions itself as tech-savvy through digital efforts, it could improve communication with guests by more systematically responding to comments on sites like TripAdvisor.
Air BnB project
This document describes an accommodation service that allows individuals to rent out private apartments through an online platform and mobile apps. Users can book listings using direct payment on the platform or via PayPal, Google Wallet, and credit/debit cards. While this service has provided an alternative to hotels, it has also negatively impacted the hospitality industry by reducing short-term bookings and revenue for hotels.
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Hospitality & Mobile
- 1. How can independant hotels + hotel groups cost justify or ROI the expense for service tech needed to compete with big brands' digiatlly delivered services? Bertille LAMAS & Yves LE GUERN
- 2. INCREASE HOTEL PERFORMANCES - Yield management - Upsells (by proposing extra services like room services or Concierge services) - Increase the guest loyalty (easier follow-up) - Decrease guests dependency on expensive distribution channels, encourage a direct booking
- 3. “Mobile can help in improving quality, satisfaction and loyaty” Mathieu Pollet Hotel reputation (a consequence of guests satisfaction) Guests loyalty (know guests preferences, provide a home feeling and atmosphere, customize the stay) Word of mouth with social networks and applications (feedbacks, forum, …)
- 4. USES OF MOBILE - Detect and fix issues before checkout - Promote and sell services - Share useful information - Learn guest preferences - Stay in touch post stay - Improve efficiency for check-in and check-out - Order for Room Service with calling
- 5. ACCESS Internet required Available on: - iOS - Android Computer Smartphone Tablet