Hotel Trends & Strategies to Fast-track Recovery in 2021 - WEBINAR January 26, 2021
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Hotel Trends & Strategies to Fast-track Recovery in 2021 WEBINAR January 26, 2021
Your Moderator
Daniel Craig
Founder
Reknown
A Few Admin Details … • All attendees lines are on mute and cameras are turned off • Ask questions at any time using the Q&A tab on your screen • This webinar is being recorded, and all registrants will receive a link to the recording and slides • For more learning materials, check out ReviewPro’s Resource Library
Today’s Topics • 2021 Outlook • Data Science • Digital Guest Service • Automation • Q&A
Welcome from ReviewPro!
Neil James
Chief Operating Officer
ReviewPro
+10 years’ 60,000 + 150 Experience Clients Countries
Part of a Multi-National Hospitality Organization
Guest Satisfaction Auto Case Guest Experience
Surveys Management Automation
2009 2014 2015 2017 2018 2020
Online Reputation In-Stay Surveys Guest Messaging
Management Hub
2021 Travel Outlook
2020: A Year to Be Forgotten
A Truly Global Pandemic
The Race to Vaccinate the World
“Waiting for a vaccine is not an
option … safely reopening borders
using COVID-testing as a bridge
solution to relax quarantine and
other border restrictions is critical to
ensure airline survival, along with the
survival of the thousands of
businesses and millions of jobs that
depend on international air travel.”
International Air Transport
Association (IATA)
Image Source: commonpass.orgDigital Verification of Test Results & Vaccinations
Slow but Steady: 3 Recovery Scenarios
Building Back Better
1. Data Science
2. Digital Guest Service
Image Source: Safir Hotels & Resorts3. Automation
Guest Speaker
Andrea Pinna
Senior Brand Quality Director
Radisson Hotel Group2020 Challenges
A FLASHBACK • Slower growth in hotel revenue
TO FEBRUARY • More competition from new hotels,
4, 2020 … megabrands & alternative accommodations
• Increasing costs of acquisition
• Labor costs & shortages
• Data fragmentation, security & privacy
• Impact of travel on the environment
• Safety (conflicts and terrorism) and health
(coronavirus)Radisson Hotels Group
1,500 In 120 ~100K
Hotels in operation and Team members at
Countries and territories
under development Radisson Hotel GroupRHG Digital Experience
Working on outlining the
full Digital Customer
Journey by:
ü Ensuring consistency and
alignment across the
different projects
ü Reviewing the current
and drafting the new
improved emails’
communication flows
ü Defining the reactive vs.
proactive approach at the
different touchpointsRHG Digital Experience Working on outlining the full Digital Customer Journey by: ü Securing uniformity of the look and feel and tone of voice of the individual components ü Identifying the key intersection and overlap touchpoints among the different activities
Fast-tracking Recovery
Listening to Our Guests: Covid-19 Impact
GLOBAL REVIEWS INDEX – GRI 2020, EMEA
Volume of online reviews
first lock down Re-opening drop Revised Guest Experience
RHG 2020 - Main Reasons of Positive Reviews/Surveys
EMEA APAC
Source: Online Reviews + Guest Satisfaction Surveys (Semantics analysis ReviewPro)One Unique Common Goal with Our Guests “We deliver memorable moments every day, everywhere, every time” Radisson Hotel Group beliefs
Poll 1
Which of the following technology is your company
currently using for guest service? (choose all that apply)
q SMS or messaging services (WhatsApp, Messenger, etc.) ?
q Webchat widget on website
? ?
q Chatbot
q Contactless check-in
q Nothing yet, but we plan to implement services this year
q None of the above
Use the pop-up window on your screen to respond.Guest Speaker
Jon Davis
Chief Technology Officer
Village HotelsVillage Hotels – Introduction
• Currently 33 Hotels in UK
- 35 Hotels by end of 2021
- Includes The Belfry and Cameron House
• Village Gyms
- 90k leisure members across the estate using our
state of the art gyms
• VWorks Shared Meeting Space
- Memberships available for nationwide hot desk,
or fixed office space
• Village F&B
- Pub and Grill / Sports Bar / StarbucksVillage Hotels - Technology Stack
Our re-engineering of the Village Hotels tech stack dating back to 2017 has allowed us
to deploy cutting edge solutions rapidly as the world continues to change.
• Mobile Technology
- 100,000 downloads across leisure and hotel
- Check in / out and key delivery for contactless entry
- During the lockdown periods, the app has serviced at home fitness classes to keep members
engaged
• The Booking Revolution
- Currently sitting at over 300,000 members
- Part of our overall central reservations solution that has allowed us to drive direct booking % and
reduce our OTA / GDS fees.
• Process Automation
- Driving £100k’s per year in cost savings automating repetitive tasks across all departments
- Has saved over £80k in project costs being able to automate system builds and rate loadingOur Strategy
Why? How? When? For Whom?
Automate where possible
Automation is a key strategy across
If the automation opportunity is there,
all channels in the business, but are
take it! Drive efficiencies and open
we automating in the right areas,
revenue generating opportunities.
what's the benefit to the business,
why are we doing these things? Guest
Services Data
Question Automation
EVERYTHING! What's the best way to communicate Data has to be at the heart of everything
with our guests? we do.
Are we speaking to the guest in Data is key in business reporting, but
channels they want? Are we creating also tracking success or failure of
solutions or problems? strategies. How does changing comms
strategy impact the call centre, what
happens when we launch a leisure
campaign, how does weather impact
F&B etc.Digital Guest Service
Automation - Building a Digital Workforce
• Recruit
- Dissect the processes, identify where
and how Digital Workers can create the
greatest value, deliver real benefits and
establish a robust infrastructure.
• Train
- Train the Digital Workers to carry out
the required solution, including
exceptions.
• Manage
- Digital Resource Manager monitors
every Digital Worker through identifying
exceptions and will pinpoint
opportunities to further improve
efficiency and effectiveness.Automation - Building a Digital Workforce
● Invoicing Requests
01 Call Centre ●
●
Booking Confirmations
Email communications and hotel contacts
Reconciliation
02
●
Finance
● New Supplier creation
● Rate Loading
03 Revenue ●
●
New Property Build
System integrations
● Payment Links
04 Front of House ●
●
Res Checks
Group ManagementData Science - Bringing Data Together
Data Science - Business Delivery
• Internal Team
- 1 x Finance focused, board reporting, P&L
delivery
- 1 x Development
• Forecasting
- Automated forecasting across all channels
• Business Reporting
- 40+ Dashboards for business reporting
- Integrated to all business systems
• Bespoke Reporting
- Easily spin up dashboards to track success
of special events (Xmas, Campaigns etc)Questions?
Jon Davis
Chief Technology Officer
Village Hotels
jon.davis@village-hotels.comPoll 2
What do you think is the greatest obstacle to your company
adopting automation technology? (choose the best answer)
q Lack of funds ?
q Fear of negative impact on the guest experience
? ?
q Fear of taking jobs from staff
q Lack of interest or initiative from leadership
q Other priorities
q None of the above
Use the pop-up window on your screen to respond.Time to Adapt & Adopt
Don’t Wait, Automate!
“On booking I was informed of a sauna and
steam room, only to find out after check-in
that they are closed due to covid related
restrictions. Understandable, but this should
have been clearly communicated before
arrival.”Reduce Face-to-Face Contact
Chain of 30: 63% of emails /
messages are the same 8 questions.
Chain of 800+: 91% of emails /
messages are the same 18 questions.Fast Responses, Fast Resolutions
• In-stay survey through SMS,
WhatsApp or email
• Create automated and
streamlined processes to
ensure timely follow-upRelieve Pressure Points
• Chatbot trained for hospitality
requests
• Online check-in/check-out
• Booking engine integrationBe Available, Always and Everywhere • Automate & Streamline communication • Segment audiences • Use ‘Cascade’ rules to reach all your guests
Create Remarkable Guest Experiences
Q&A with Our Presenters
Daniel Craig Andrea Pinna Jon Davis Neil James
Founder Sr. Brand Quality Director Chief Technology Officer Chief Operating Officer
Reknown Radisson Hotel Group Village Hotels ReviewPro
Note: Information and the views on this webinar and during the Q&A are of the speakers alone, and are
intended to give a broad range of expertise from the global travel industry.www.reviewpro.com info@reviewpro.com @ReviewPro
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