Briefing: Digital age guests want connectivity as standard

We live in a world of consumerised, mobile technology where guests increasingly use the latest gadgets at home and on the move. When guests check in to a hotel they do not stop wanting this level of connectivity. The hotel industry is upping its game, embracing technology as a part of the hotel’s design, infrastructure, and service processes. With increased expectations of hotels and ‘basics’ redefined, brands must find ways to provide “next level” digital experiences for their guests. In this briefing we hear comment from:

  • Anton Bawab, Regional President, Viceroy Hotel Group on connective technology being a must have for hotels

  • Jim Abrahamson, Chief Executive Officer, Interstate Hotels & Resorts on why brands that give great experiences will succeed in the digital world

  • Kathleen Matthews, Chief Communications & Public Affairs Officer, Marriott International Inc on customers wanting connectivity and rich experiences

  • Robert Shepherd, Chief Development Officer – Europe, InterContinental Hotels Group on innovative hotel designs that target modern business travellers

 

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Video clips produced by ybc.hpgcms.wpengine.com for the Hospitality Channel, including interview from industry conferences such as the IHIF conference as well as specific Hospitality Channel shoots.

Briefing: staying connected to your customer

With the explosion of mobile technology across the globe, relationships with customers are no longer one-dimensional. Brands, corporations and businesses need to embrace new media capabilities to stay connected with their ever evolving consumer.

Online commenting, reviewing and criticism is now a 24 hours a day phenomenon, even for the small brands. Understanding the correct tools to use and how to manage this relatively new avenue is integral. Some brands are doing it brilliantly, but are there particular tricks and top tips to learn?

In this briefing we hear from:

  • Ewan Cameron, CEO of Lonrho Hotels on staying connected to his customers
  • Joe Stenson, of Queensway Group on continually processing customer feedback for improved service
  • Peter O’Connor, of the Essec Business School, on which brands are using social media well
  • And James Chappell, Global Marketing Director of Horwath HTL, on the challenges with media immediacy

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by ybc.hpgcms.wpengine.com for the Hospitality Channel, including interviews from industry conferences such as the most recent IHIF conference as well as specific Hospitality Channel shoots.

Briefing: embracing new technology in hospitality

All industries have been digitally disrupted since the mainstream adoption of the Internet. There is no question that these new technologies have developed both communication and engagement facilitation like never before. Whether businesses want to target your consumer directly or make decisions via a mobile device on the go, the evolution of social & mobile technologies is truly global.

It has been suggested that hospitality has been behind many industries in its acceptance of technologies, yet it has some of the most defined and detailed data sets in the market. Communication between colleagues and customers has never been so easy but how should it be harnessed now that you have stakeholders worldwide?

Interviews in this briefing include:

  • Ed Fuller, former President & Managing Director of Marriott International on changes he has seen in a 40 year career.
  • Julie Meyer, Founder & CEO of Ariadne Capital on disruptive technologies now a part of everyday life.
  • Sir Nigel Knowles, joint CEO of DLA Piper on the multitude of new stakeholders businesses have.
  • And Graeme Codrington, Futurist at TomorrowToday on hospitality lagging when it comes to customer engagement

If you’ve been sent to this page but you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by ybc.hpgcms.wpengine.com for the Hospitality Channel, including interviews from industry conferences such as the most recent IHIF conference as well as specific Hospitality Channel shoots.

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