Instrumented Interconnecteds Intelligent

Posted by
in

Post feed

RSS 2.0

By Chad Erman, Hospitality Vertical & Regional Manager, Southwest, LPA Systems, an IBM Business Partner and Eric Conrad, Vice President, Travel & Transportation Industry Leader, IBM Global Business Services

You board a flight from New York to Brazil. Before take-off, you tweet, “Headed to Rio de Janiero. Looking forward to drinks on the beach @RioResortHotel.”  When you land and turn your mobile on, you have a Twitter response from @RioResortHotel, “We look forward to having you, shall we reserve you a lounge chair?”

It’s this level of personalized response that the new class of connected travelers has come to expect.

The hospitality industry has been going through a period of drastic change over the past several years: Keeping in line with our mobile and instant culture, personalized services now lead the list of must-haves for any hotel or resort.  A recent report by Greystripe found a dramatic link between travel activities and mobile device usage. In fact, 67 percent of iPad users are frequent travelers, 60 percent have booked travel on the device and 93 percent regularly engage with the device while traveling.

To continue the opening scenario, upon check-in at your hotel in Brazil, you are provided with the hotel’s branded app offering the concierge’s suggestions for restaurants, to make spa appointments or book local tours. And upon check-out, with a simple text message the hotel will take care of your boarding pass for your flight back home. You reach New York to find a tweet from the hotel with a promotional code for a complimentary upgrade on your next visit.

The world is increasingly social and mobile – think: smartphones, tablets, e-readers – and is inhabited by rising numbers of tech-savvy consumers. More than ever, travel companies must keep pace with trends in mobile and social engagement.

According to the IBM Institute for Business Value “Hotel 2020″ outlook report, mobile and social engagement may soon be the new norm. The report finds many hotel chains are recognizing the opportunity for expansion over the next decade, thanks to recent signs of economic recovery and growth forecasts around the world. At the same time, these hotel chains are experiencing intense competition as guests expect more in the way of personalized services, but want their room rates to stay low.

Today’s hotel guests are demanding intense personalization – hotels will need to be customizable in order to respond to this need. Branding partnerships will play a key role in this changing dynamic. Guests want far more say over the delivery of the hotel experience, from the services offered to how they are delivered. Analytics and intelligent technology that can help anticipate changing customer requirements are critical to compete for the consumer wallet, particularly as today’s hotels need to offer a fully-connected high-tech environment.

In particular, global consumers are exposed to premium services on a daily basis. Over time these experiences translate into expectations, or minimum standards of performance. A decade ago, few hotels offered in-room, low-cost, high-speed Internet services. Today, most hotels have incorporated a wide range of wired and wireless service into their offerings because guests have come to see this as a requirement, not a luxury. As the demands of consumers evolve, so too should hotels in meeting those demands.

The hospitality industry is at the very core of the globalization of international business. Hotels today need to consider the implications of the global context in which they operate with a personalized view of their guests and needs. This view must ensure that a consistent, branded service is delivered from property-to-property as social networks and travel rating sites provide ample channels for customer complaints on service inconsistency and can do considerable damage.

Emerging trends ranging from mobilization to social chatter and globalization is changing the definition of today’s interactive guest and shaping the future of the hospitality industry. Hotels that recognize these forces and embrace innovative means of meeting this standard in their day-to-day operations are likely to outpace their competitors.

Bookmark and Share

Previous post

Next post

17 Comments
 
October 10, 2015
7:26 am

Good day! My partner and I often publish guest posts for other website owners to help gain publicity to our work, as well as provide terrific content to blog owners. It really is a win win situation! If you’re interested feel free to contact me at: my mail so we may discuss further. Kudos!


Posted by: official site
 
August 11, 2015
5:36 am

ple iPhone 6 Ye


Posted by: ペーパータオ
 
August 11, 2015
5:35 am

ies Watch Watch U950


Posted by: ブル(才数:3.6才)
 
August 11, 2015
5:35 am

r Lite Jig


Posted by: フレックスS
 
July 18, 2015
9:09 pm
July 21, 2014
8:31 pm

The Palazzo Ducale (Ducal Palace) probably started out as a Norman castle.
This can make the final drink taste bitter, but there are those who
actually prefer that. And HTC Wildfire is one of the handsets that
we will discuss here.


Posted by: travel blog europe winter
 
November 30, 2013
7:36 pm

Hello, i feel that i noticed you visited my site so i got here to “return the desire”.I am attempting to find things to enhance my site!I guess its adequate to use some of your ideas!!


Posted by: Devin Burns
 
August 7, 2013
7:28 am

Undeniably believe that which you stated. Your favorite justification appeared to be on the net the easiest thing to be aware of. I say to you, I definitely get annoyed while people think about worries that they just do not know about. You managed to hit the nail upon the top and also defined out the whole thing without having side-effects , people can take a signal. Will probably be back to get more. Thanks


Posted by: Home Health Care
 
August 2, 2013
8:32 am

I think other web-site proprietors should take this website as an model, very clean and great user friendly style and design, as well as the content. You’re an expert in this topic!


Posted by: Home Health Care
 
August 2, 2013
7:42 am

I have learn some good stuff here. Definitely worth bookmarking for revisiting. I wonder how a lot effort you put to create any such wonderful informative site.


Posted by: family guy
 
July 30, 2013
11:12 am

There are some attention-grabbing time limits on this article however I don�t know if I see all of them heart to heart. There may be some validity however I’ll take maintain opinion till I look into it further. Good article , thanks and we wish extra! Added to FeedBurner as properly


Posted by: Murray Koosman
 
July 26, 2013
12:12 pm

Hiya! I just want to give a huge thumbs up for the good information you have got here on this post. I can be coming back to your blog for more soon.


Posted by: Iris Chiera
 
July 19, 2013
12:23 pm

I really like what you guys are up too. This type of clever work
and exposure! Keep up the terrific works guys I’ve you guys to blogroll.


Posted by: Choroby tętnic
 
May 2, 2013
8:07 am

Hi,

I am agreed that most of the people are engaged while traveling.and now days, because internet facility every one stick on mobile,i-pad,and Business person must have access internet.so such type of facility in Hotel it should be must.
Cruise Parking

Regards,
Reena


Posted by: Cruise Parking
 
August 27, 2012
12:37 am

excellent information keep up your good work thanks.


Posted by: San Juan Hotels
 
July 19, 2012
2:32 pm

Nice Hotel…We are planning on spending three days at your hotel…is WiFi service available in your Hotels..


Posted by: Hotel Internet
 
1 Trackback
 
August 30, 2012
8:56 am

[...] Here is great read about the benefits of a social business- Share this:TwitterFacebookLike this:LikeBe [...]


Posted by: Has your business gone social? « The Metropolitan Technology Services Group
 
Post a Comment