Digital transformation is a key differentiator for modern hoteliers

Here are the key findings from the new report

Digital strategy, Hotels

The digital transformation of the hotel guest experience will be a major competitive advantage for hoteliers in 2018, according to a new report from Sabre Corporation  in cooperation with Altimeter, a leading research firm.

The Sabre Hospitality Solutions report found that digital transformation can be challenging for hoteliers and outlines how brands can use it to improve the guest experience.

“Our customers who embrace modernization are having great success, resulting in much higher guest satisfaction,” said Clinton Anderson, president of Sabre Hospitality Solutions.

Did you like this story?
Click here for more

“In order to meet the expectations of today’s tech-savvy consumers, hoteliers must adopt flexible solutions that allow them to further personalise both the guest’s digital and physical experience. This report not only outlines trends we’ve seen in the space, but it also provides step-by-step guidelines for hotels to enhance their technology plans,” Anderson added.

“For digital transformation to excel, it must have a purpose. And among the most progressive hoteliers and hospitality brands, that purpose is centered on guest experience,” said Brian Solis, principal analyst and futurist at Altimeter, a Prophet company.

“Modern guests are far more connected than previous generations. Their behaviors, expectations and preferences have also evolved. This is an opportunity for hoteliers to innovate and use digital transformation to introduce new levels of experiences that change the game for the entire industry,” Solis added.

The Digital Transformation of the Hotel Guest Experience goes behind the scenes of the digital transformation initiatives and priorities of top hospitality brands with exclusive executive interviews. Key findings from the new report include:

Guest experience transformation is a priority

As consumers become increasingly connected, their expectations, preferences and behaviors evolve. The result is a more informed and empowered consumer base, and a higher standard for guest experience. Now more than ever, travel brands must assess how connected consumerism is changing and how the customer journey can be reimagined for an evolving, mobile, real-time world. From augmented and virtual reality to artificial intelligence and machine learning, the landscape is changing.

Digital Darwinism means constant evolution

Successful modern brands are agile and continually experiment with their technology. They intuitively cater to the on-demand nature of customer expectations and preferences in the design of products, services, and user experiences. Whether it’s on mobile, desktop, in-app or on the Web, technologies are designed with experiences in mind. These insights spill into on-property innovation and invention to blur the line between physical and digital, personalising the guest experience throughout the process.

The Modern Guest Experience Blueprint

Modern technology enables meaningful experiences at scale, adding major value for the traveler, and in turn, the hotel. To stay relevant, travel brands must place guests at the center of all innovation and transformation strategies, leveraging technology to enable meaningful experiences at scale. The report includes a strategy and technology road map to transform the hotel guest experience with immediate impact, with steps like re-imagining the guest journey as an infinity loop, mapping the guest journey via existing data and input, and striving for seamless, cross-channel journeys that prioritize personalisation.

For all the latest hospitality news from UAE, Gulf countries and around the world, follow us on Twitter and Linkedin, like us on Facebook and subscribe to our YouTube page.

Most Popular

Newsletter

Reports

Human Capital Report 2017

Human Capital Report 2017

The second annual Hotelier Middle East Human Capital Report is designed to explore the issues, challenges and opportunities facing hospitality professionals responsible for the hotel industry’s most important asset – its people. The report combines the results of Hotelier Middle East's HR Leaders Survey with exclusive interviews with the region's senior human resources directors.

Hotelier Middle East Housekeeping Report 2016

Hotelier Middle East Housekeeping Report 2016

The Hotelier Middle East Housekeeping Report 2016 provides essential business insight into this critical hotel function, revealing a gradual move towards the use of automated management and a commitment to sustainability, concerns over recruitment, retention and staff outsourcing, and the potential to deliver much more, if only the industry's "image problem" can be reversed.

From the edition

From the magazine