Unique Ways Hotel Business Centers Keep Tech-Savvy Guests Plugged In

By Saeed Kazmi Chairman & CEO, Vertical Systems, Inc. | September 30, 2012

Today's travelers want their hotel to be a haven from the outside world, while also providing the ability to stay in touch with that world. That's why hoteliers are refining, refreshing, and reinterpreting the traditional business center – in look, in location, and in services.

So who exactly are these travelers and what are they looking for?

Hotel guests can be classified into three broad categories:

  • Boomers – who were born between 1943 and 1960
  • Generation X – who were born between 1961 and 1981
  • Generation Y, or Millennials – who were born after 1981

We could discuss the differences between these generations at length, but our purpose here is relatively narrow so we will confine our discussion to the characteristics which are relevant to us as hotel owners and operators – namely how these age groups work, socialize, and use technology to communicate.

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Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.