Chapters
00:00 – An introduction to Juanjo Rodriguez
01:19 – Challenges and opportunities in the hotel industry today
04:47 – How e-commerce is different in hospitality
05:51 – Growing direct business: how The Hotels Network helps hotels
09:16 – Why direct growth matters for hotels today
10:55 – Moving personalization from buzzword to strategic advantage
11:48 – Leveraging a tech “layer” for faster impact
13:16 – Taking a step forward to drive immediate results
14:01 – Step one: starting with benchmarking
18:33 – Making personalization practical and effective with strategy
21:52 – Adding AI for “predictive personalization”
26:00 – KITT: introducing a new “AI receptionist”
27:08 – Using AI for performance and growth, not just cost savings
30:10 – Building a competitive advantage with data insights
31:57 – Enhancing direct channels beyond just pricing
34:14 – Loyalty Lite: quick benefits from traditional loyalty
35:41 – Case study: Penta Hotels’ personalization journey
36:48 – Climbing the ladder of maturity with benchmarking and testing
38:08 – What to do next to improve direct bookings
41:16 – Exciting trends and innovations for the future
43:14 – Why it’s time to be bold and experiment
