Suzanne

📃 In the boutique hotel industry, personalisation drives direct bookings by making guests feel valued. Hotels collect preferences through pre-stay surveys, enhancing stays with tailored experiences like custom wine tasting recommendations. Website behavior and intent data enable personalized messaging, increasing conversion rates. Mobile apps allow guests to customize their stays further and remember preferences for future visits, while post-stay feedback surveys refine the experience. Transparency about data usage and robust security measures are vital for guest trust and privacy.

💸 E-commerce and Revenue Management must align for maximum efficiency and ROI, focusing on revenue increase and understanding the guest journey. Their unification under one leader, sharing KPIs like ROADS, RevPAR, and Direct Share, is essential, regardless of which department takes the lead, ensuring constant communication and mutual respect.

🔔 Hospitality industry's innovation hindered by CEOs often coming from within the sector; call for new metrics from diverse industries. Example: "On-time Delivery" KPI, successful deliveries/total deliveries * 100 = OTD rate. Proposed hospitality metrics: 'On-time Room Availability Rate' and 'On-time Service Delivery Rate' to enhance punctuality and efficiency, aiming to increase guest satisfaction and loyalty.