Hospitality

Amid the travel industry's retail transformation that aims to strike the sweet spot between profit and customer-centric experiences, hoteliers are experimenting with different unbundling and re-bundling strategies and techniques. In the quest to fulfil as many guest needs as possible and increase share of wallet, hoteliers are also partnering with third parties to expand the products and services they can offer. But packaging insourced and outsourced offer components while delivering a seamless and personalized, yet consistent, brand experience across customer touchpoints is challenging. "Serv...

As I discussed in my previous article, attribute-based selling (ABS) is a transformative strategy by which hotels sell individualized experiences to guests, rather than one-size-fits-all packages. Under this model, each guest picks and chooses the amenities and add-ons that are most important to them, effectively building a more personalized stay. ABS has distinct advantages over traditional, "bundled" selling models. For example, with ABS, hotels may price down some rooms so that they are more affordable (e.g., by forgoing daily housekeeping) and are less likely to remain vacant. Meanwhile, t...

The hospitality industry is undergoing a retail transformation, driven by evolving guest expectations and new digital tools, integrations, and partnerships—all of which make selling more flexible. Attribute-based selling (ABS) is fundamental to this transformation. With ABS, hotels can personalize guest experiences by enabling guests to pick, choose, and purchase varied attributes with their stay. ABS enables a unique experience based on each guest's priorities — whether it's cost savings, premium amenities, special experiences, or other elements. Despite these advantages, ABS has unique chall...

While there are optimistic signs that the travel industry is beginning to recover from the pandemic, growth varies greatly between regions and is still expected to take a couple of years to reach 2019 levels. In this volatile environment, competition is fierce to tap into limited traffic levels. And with so many hotel properties around the world, hospitality is no exception. As in other areas of the travel industry, the leisure segment is driving recovery with corporate travel still lagging behind, and expected to do so for some time. Yet, there is pent up demand for travel which is proving to...

Covid 19 has undoubtedly created far-reaching consequences for the global economy; as we adapt and learn to navigate the 'new normal', the hospitality industry needs to look upon technology as a partner. It's a powerful ally in assessing what is working and helping the sector to become more agile, progressing towards recovery and importantly, business continuity. We've highlighted four areas in this video where technology can play a vital role in driving the hospitality industry back to recovery: managing the safety and health of customers and staff; optimising current costs; finding additiona...