best parks of america nov 2012 hospitality technology
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Hospitality TechnologyThe Future is NOW
Evelyne S Oreskovich
Recent Trends and Stats
Convergence of Systems & Disciplines
SoLoMo (Social, Local, Mobile)
4 Key Takeaways
Areas of Review
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Experience - most important element
Leisure guests willing to pay 20% more for a better experience
Staff interaction had the biggest impact on satisfaction
Value vs Price
JD Power & Associates 2012 North American Hotel Guest Satisfaction Index Study
Recent Trends and Stats
3
Recent Trends and Stats
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0%
20%
40%
60%
80%
100%
120%
Cell Phone Laptop * Desktop Tablets
2012
2015
Pew Internet & American Life Project 2012
Recent Trends and Stats
5
83% of leisure travelers plan their trips online
47% start that planning on their smartphone
90% move from one device to another when accomplishing the tasks
Mobile isn’t a coming thing any longer.
It’s here!
Recent Trends and Stats
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Average 20 website visits before booking
Of the US travelers online
81% use user review sites and social media when determining which supplier to book
93% are on facebook
67% of hotel companies have received bookings via facebook
Recent Trends and Stats
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Recent Trends and Stats
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Travelers view online videos through all phases of travel planning
The Travelers Road to Decision, Google & Ipsos MediaCT, July 2012
Greater integration between
PMS
CRS
POS
Channel Management
Revenue Management
Sales Management
Social Media Management
Convergence
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Distribution System:
Any system or device which connects you with your customer
Any system or device where there is a potential to generate
revenue
Convergence
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Conversion of
So Lo Mo
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SOcial
MObileLOcal
Social MediaFacebook
Google+
Foursquare
YouTube
TripAdvisor
RV Park Reviews
Social
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Wireless for the guest’s use
Free
Throughout the property
Wireless for the property’s use
Require sign-on to access… live data
Use an interactive INTRAnet accessible only to those who have signed on
Local
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Use of Mobile on property
Front desk staff
Activity staff or Concierge
Housekeeping
Maintenance
Kiosks set up as needed
Mobile on Property
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Mobile for Guests
Proximity Marketing
Localized wireless distribution of content within a particular place or geographic perimeter.
Transmissions can be received by individuals in that location who wish to receive them and have the necessary equipment to
do so.
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Mobile for Guests
Dave, Just a reminder that your boat rental starts in an hour. Click here for a map to find your way to the marina.
1. Know how your guests use technology so you can better engage them
2. Use technology to increase efficiency
3. Use the brand
4. Focus on the guest experience
4 Key Takeaways
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In the End …
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