Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships

Success in hospitality hinges on delighting guests; this report offers insights from a global study on effective engagement strategies to improve operations and boost financial performance.

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What’s in the Report

In Unlocking Revenue: How Hoteliers Build Profitable Guest Relationships, you will learn:

How the guest experience impacts financial performance
How to use guest data effectively
How to build guest relationships at every stage of the travel journey

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Maintaining a Competitive Edge in a Dynamic Market

You may be thinking: When has it not been the goal of hotel operators to increase revenue, reduce expenses, and drive more profits? However, new factors are now at play as you strive to improve your business. Higher expectations mean guests, who are likely paying more than ever before, and are less tolerant of service mistakes compared to the pandemic recovery period. Additionally, travelers' preferences have evolved dramatically in recent years, affecting when and how they travel and their interactions with hotel staff.

These shifts pose significant operational challenges for hoteliers striving to stay relevant and attractive. In response to the increased demand for activities, wellness, and sustainability, hoteliers are now required to offer new amenities and enhanced communication and programming. This often means changes in staffing and team training. By adapting to these new demands, hotels can meet guests' evolving expectations and maintain a competitive edge in today's dynamic market.

92%

of hoteliers use online reviews to measure guest experience, relying on platforms like TripAdvisor and Google.

70%

of hoteliers use personalized pre-arrival communications, often through email, to engage with guests.

91%

of hoteliers are collecting email addresses, making it the most commonly collected type of guest data.

“We're focused on having a lot of opportunities to collect information that the guests provide us. There's a lot of shopping behavior and historical activity that you can get from guests. Many have gotten good at collecting customer information. I think the real trick here in the landscape that we're in today and over the next few years will be how to activate that data.”

Ed Skapinok

Chief Commercial Officer (on the Hospitality Daily Podcast)

“Guest experience needs to come alive outside of the walls of a hotel or of a resort. When we think about experience design, we're really thinking about the customer journey, from dreaming about their stay to researching their stay to booking. The booking phase is obviously a very important one. But then there's also a very important stage just before travel between the booking and the travel, where you also need to make the guests feel like they made the right choice because it is a high-ticket, high-stakes choice.”

Sabrina Cendral

Former Senior Vice President of Marketing and Sales (on the Hospitality Daily Podcast)

“We look at technology as the enabler of guest experience. We are able to learn a lot about the guest and ensure that’s kept in what we call ‘The Golden Profile.’ When a guest arrives, we want to be able to cater to their individuality and their needs. Through time and through a lot of feedback, we continually evolve that to be more and more robust.”

Helen Smith & Eugenio Pirri

CEOs (on the Hospitality Daily Podcast)

Frequently Asked Questions

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What new factors are influencing hotel operations today?

This report explores new factors influencing hotel operations today, including evolving guest expectations, changes in traveler preferences, and increased demand for activities and wellness. It provides a comprehensive analysis of these challenges and offers actionable strategies to help hoteliers adapt and thrive in the current market. Download the ebook to gain valuable insights into navigating these new operational dynamics.

How have guest expectations changed since the pandemic?

This report will help you understand how guest expectations have changed since the pandemic, including travelers’ increased demands for service quality and reduced tolerance for mistakes. It provides detailed insights into these shifts and offers strategies to help hoteliers meet and exceed the evolving expectations of today's travelers.

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