News for the Hospitality Executive |
by
Osvaldo Torres
Cruz
November 2012 At present, one of the biggest challenges which companies should tackle is to be able to keep generating revenue in the unstable context in which the world economy lives today. The current financial crisis has created major uncertainties as to the permanence of many companies in the markets where their products and services are offered. However, the hospitality industry has not stayed behind in this situation and fortunately for all those who work in it, has maintained some growth rate. This leads to the hotel market becomes one of the most competitive. This market is characterized by being a space where great battles are taking place for control the power of choice of its most important client: the distinguished guest. It is well known that when choosing a Hotel in a specific tourist destination, potential guests base their choice on the opinions of other guests about their stays in hotels. Comments convey to the customers experiences related to the product and associated services offered by these Hotels. Prospective guests are seeking to live something different that leads them to reach their hopes and desires, thereby achieving the best use of their most important investment: time. The Experiential Hospitality arises to address this need. As demonstrated, is completely valid and safe convert every Hotel stay in a holistic experience, positive, unique and unforgettable. Besides and very important, these memories will provoke on the guests the instant desire of talking to other people about what they have enjoyed so much. However, those who have the privilege to act as managers and designers of this kind of experience in the guests must face new challenges such as:
Applied Neuroscience is multidisciplinary, because it is based on disciplines such as clinical psychology, cognitive science, neurophysiology, ergonomics, physics, etc. The advancement made on its principal matter of study, the human brain, has given rise to new fields such as Neuroeducation, Neuroeconomics and Neuromarketing, which have contributed to attain more knowledge, making that all studies on brain reached new levels of progress. I strongly believe that the fundamental advantage of the application of Neuroscience in our industry lies in finding the best way to get into the mind of every guest. Let us think then, how to get access to their inner thoughts and find the answers to the following questions: How does the guest perceive his stay at the Hotel? What feelings would his stay generate? How much of all these feelings will remain on his mind? All these questions make us easier to learn how it will be the behavior of the guest in the Hotel not only during his stay but still more important, after his departure. Therefore, a lot of questions are coming to my mind, such as:
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Contact: Osvaldo Torres Cruz Hotel Butler Guest Experience Advisor [email protected] http://hotelguestexperience.blogspot.com
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