Today there is an abundance of technology available for hotels to help them improve the guest experience. But how do you use the right technology to create the perfect experience that is tailored to your hotel and, more importantly, gives the best guest experience?
In this webinar, our technology experts will explore the guest journey from point of discovery through to check-out, and bring this to life with how Cheval Collection have implemented a new strategy to boost their digital channels and grow revenue.
The Connected Guest will provide you with invaluable knowledge and actionable tips on how to improve the guest experience and increase your hotel website’s direct booking traffic.
Who should attend?
- General Managers
- Teams from:
- Sales & Marketing
- Front of House
- Hotel consultants and PR firms
Join us on 30 May 2019
15:00 UK & Ireland / 10:00 Eastern Standard time / 16:00 Central European time
Michael De Jongh, Chief Commercial Officer, Avvio
Customer experience is a well-coined phrase. But what does it actually mean when you’re booking a hotel room? And why do bookers continue to use the OTAs over the direct channel? We’ll explore the journey that hotels should be using to shift booker intent to their own website through revolutionary technology, and move the focus on from ‘direct bookings’ to ‘direct relationships’. What developments are we seeing in booking behaviours, and how a customer-centric approach along with the adoption of emerging technology can revolutionise guest experience from the start.
Robert Speirs, Marketing Manager, Cheval Collection
Robert will be moderating the webinar session. As Marketing Manager at the Cheval Collection he is responsible for marketing their properties to consumer and business travellers in London. He joined the group in 2018 from Virgin Limited Edition, a collection of 10 boutique hotels owned by Richard Branson, where he spent 10 years. Prior to this, he worked for Marriott in Brussels. During his time at Virgin Limited Edition, Robert successfully branded and launched five new hotels and their associated food and beverage outlets.
Julie Grieve, Founder & CEO, Criton
Criton’s focus is to support independent operators embrace the technology that their guests want, to help them deliver excellent guest experiences whilst decreasing commission costs and increasing in stay spend. Our perception of how guests want to consume our hospitality has to change, understanding guest preferences and tailoring to those will be key. Technology should free staff from administrative and repetitive tasks to allow them to offer a more personalised level of hospitality to guests and that will drive great experiences and therefore loyalty.
Allan Nelson, CEO & Co Founder, For-Sight
Personalisation to drive direct bookings and loyalty through an enhanced guest experience.
Bringing together your existing technology and data can allow you to provide personalised communications, putting your guests at the centre to enhance the experience throughout the guest journey. Not only does this drive revenue opportunities throughout the stay but can generate brand loyalty to retain guests, drive direct bookings and reduce OTA reliance.
Chris Alexandre, Co-Founder and CEO, GuestRevu
The virtuous circle of guest feedback
After a guest leaves your property, you don’t have to stop communicating with them. Use the virtuous circle of guest feedback to close the loop, turning happy guests into promoters and using their feedback to earn more custom. Constructive criticism can also inform operational procedures, provide even better experiences, and earn more positive reviews.