Your Guests Are Just Not That Into You

By Ric Leutwyler CEO, EventSpark | December 27, 2015

Dear Hotelier, I know it's hard to hear, but your guests are just not that into you...

In the movie, He's Just Not That Into You, a young woman is regularly disappointed when she misreads signals from men. These days it seems that many hoteliers are either missing or mis-reading signals about how the ever changing nature of our mobile experience is affecting guest expectations.

We start off a little behind the curve in the hospitality industry when it comes to the pace of change in technology. The majority of brands are still using a CRS (central reservation system) that has its foundation in a decades-old platform. Only a small percentage of hotels have begun to leverage the flexibility and mobility of true cloud-based solutions. And yes, we still have hotels holding on to tube style televisions and charging for wi-fi access.

Economics certainly play a big role in this. The costs add up quickly when you are talking about making changes across dozens or hundreds of rooms. And hotel chains have to consider the impact of changing standards across hundreds or thousands of hotel owners. When money is available there is usually a long list of design and FF&E related upgrades that must be considered as well.

Hoteliers are used to making these kinds of decisions they just aren't used to making them in the face of a mobile revolution that seems to be changing guest expectations faster than a housekeeper can change the sheets.

Oh, the good old days - when all we had to worry about was how much to charge for long distance calls from the guest room phone. As mobile phones became more prevalent and cellular service plans more reasonable, we thought that losing long distance revenue was the big hit we would take from the these trends. Little did we know that this was the "easy" part.

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Emily Loupee
Robert M. O'Halloran
Lisa Cain
Eileen McDargh
Janelle Schwartz
Bernadette Scott
Shayne Paddock
Terence Ronson
Raul Chacon
Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.