digitization of hotel industry
Nicola Graham | March 31, 2022
By Nicola Graham Ever since the first hotel reservation system was established by Westin in 1947, technology has increasingly become a centerpiece of hotel operations. The pace of change continues to accelerate, with strides in artificial intelligence (AI) and machine learning (ML) technologies expanding the capabilities of automated personalization. But that doesn’t mean that hospitality technology has kept up with the times. The majority of hotels have yet to fully unleash their full digitization potential. It’s not for a lack of trying: AI marketing is supported by 75% of hotel chain’s top executives, and yet only 36% of all...
Dr Nicole Rosenkranz | December 10, 2019
How hospitality players are aligning their business models to a changed play field. By Dr. Nicole Rosenkranz The transformation of the hospitality industry is relentlessly progressing. In the past 20 years the hospitality landscape has seen the inception of service providers like OTAs, the creation of new market segments, like online private rental platforms, and more recently a proliferation of digital services ranging from revenue management to advanced customer interfaces. The effects of an increased proliferation of digital solutions have challenged many traditional hotels in the industry, driving a new momentum where classic busi...
Georges Panayotis | January 28, 2019
By Georges Panayotis We have fully entered a new era. What was once a craft industry has now become an industry that is highly specialized in many fields. These changes are exciting and gratifying. Why? Because they make the players in this business future experts in digital technology and marketing, and they push us to go ever further in product design, customer relations and the range of services we can offer them. The notions of the "money back guarantee", "exchangeable product" and sales were invented at Le Bon Marché department store. Nearly 200 years later, Black Friday has become a global institution, a...
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