First section was about understanding about costumers/guests exception’s. Now days traveler´s arent looking anymore just simple trip, they are looking for trip that is tailored for them.
And what I have learn if I did understand that text right that many companies are failing to add for customer that good experience for them. They are now thinking/asking from hotel´s “How will you ensure the planning team and all attendees have
a stellar experience?” and answer was “The food needs to be right, all equipment needs
to be fully functional, and the conference rooms and ballrooms must
be comfortable.”
They have seen that by year 2020 86% customers/hospitality consumers will pay more about better customer service.
Section 2 was about The Personalization Imperative
29% of hotel innovators are allocating budget to hire staff that are exclusively dedicated to the guest experience, and this was 2019 Lodging Technology Study.
87% of consumers indicate that good customer service changed their behavior.
And point of the text was there need to be better seamless and better communication between hotel and with customer. Because if there is any challenges that they can go for any information and they can resolve it fast and easier way.
Section 3 was the bigger one and more information. If section 2 and 1 was hard to understand because they were smaller but information was hard to read. Section 3 was about what your hotel or you company is for that client will no go to other place to visit or to stay.
“According to the Amadeus 2018 Hospitality Market Study, 32% of hotels surveyed found it challenging to balance cleaning priorities based on guest attributes, such as VIP guests or group codes” I think 32% is very allot or any hotel because that number even will think if thy want stay any of those hotels if they have like this problem.
And what is that will keep client for coming that hotel back? And it is Personalization and that is what is going to make standout that hotel from crowd. Maybe even getting new customers. And new customers will buy that product or come to stay that hotel is 56% they recognized by name ,
58%They receive recommendations based on past purchases, 65%The brand knows their purchase history and 65% They receive relevant and personalized promotions.
Link to text and learn more: https://lucit-my.sharepoint.com/personal/outi_kahkonen_lapinamk_fi/_layouts/15/onedrive.aspx?id=%2Fpersonal%2Fouti%5Fkahkonen%5Flapinamk%5Ffi%2FDocuments%2FCEMIT%2DMECIT%2FMaterials%2FReaction%20paper%20%2B%20LC%2FGroup%20Personalization%20ebook%20FINAL%20by%20Amadeus%20IT%2Epdf&parent=%2Fpersonal%2Fouti%5Fkahkonen%5Flapinamk%5Ffi%2FDocuments%2FCEMIT%2DMECIT%2FMaterials%2FReaction%20paper%20%2B%20LC&ga=1