how would you use the app's hotel management capabilities to radically change your guests services?
- 1. HOTEL DIGITAL BUSINESS DEVELOPMENT HOW WOULD YOU USE THE APP'S HOTEL MANAGEMENT CAPABILITIES TO RADICALLY CHANGE YOUR GUESTS SERVICES? MARIE SOPHIE CLAUDE MBA2B
- 2. THE DIGITAL ERA IS UPON US..... Guest Service changes are today inevitable, the impact of change is such that no one is left out The digital world is seen as a new challenge for entrepreneurs, marketeers, managers to offer a new dimension to the customer service Managing efficiently in the digital era is today a key factor to reach success and stand out in a highly competitive market
- 3. HOW HOTELIERS CAN PROFIT FROM THE DIGITAL REVOLUTION? The digital applications are seen for the hoteliers as: a new and dynamic guest service management A significant distinction in service delivery thanks to additional personal touches A new innovative platform for customer interaction and customer engagement A greater opportunity to optimize both guest service and operational efficiency and revenus activities A better way to maitain a top level guest satisfaction at any time of a guest experience A unique way to deliver one-to-one guest service, key factor of a customer service success
- 4. A DIGITAL MANAGEMENT STRATEGY AT THE FOREFRONT Hoteliers need to implement a well thought digital strategy through three pivotal levers: - - - Commitment of the hotel departments in the hotel applications management The adequation between the hotel’s app with the hotel’s primary market segment The hotel website adaptation to the digital service offer
- 5. HOTEL DEPARTMENTS COMMITMENT All the hotel services need to be involved and entirely commited to the mobile applications management in order to: - better improve the coordination between differents hotel departments such as the front desk and its unique interface with the housekeeping and the F&B - better emphasized through the guest relationship the human touch service seen as the real key success factor for a quality service
- 6. The hoteliers need to understand the value that its hotel app give to the customer: - The types of services delivered through a mobile native app should marry the needs of the guest segments serviced by the hotel - The potential of a hotel app won’t have the same impact if use on a business traveler or a leisure one
- 7. The company’s Website must be adequate for the hotel app’s: - - all aspects of the hotel’s products and services highlighted in the hotel website need to be integrated into the app offering any hotel with a Website need to reformat that Website to fit the mobile Web
- 8. CONCLUSION Digital applications for hoteliers management are seen as a real quality premium service for the customer and are considerated as a real differenciation source for the guest experience The digital management is a real challenge that the Hospitality is facing today, manage to implement a dynamic and interactive digital strategy is more than crucial to build brand loyalty and most of all reach the customer emotional loyalty