When looking at current challenges in the hospitality industry, there are several we need to keep an eye on but three we need to focus on. Either by collaboration or by competition we must be willing to change and adapt while still maintaining a focus on excellent customer service and staff retention. This is not as easy as it sounds, as it is a delicate balance, but VITAL if you are in the hospitality industry to stay.
When looking at the future and what key findings we should analyze when concerning the hospitality industry, there are two major changes we cannot ignore.
First, the ecommerce revolution in the 90"s changed the way consumers think and act when making purchasing decisions.
This gave the public a voice and platform to express their likes or dislikes, and with little to no moderator to inspect if and what credence these voices might have. Your potential guests can be from anywhere and anyone has access to voice their opinions, criticisms or praise. Your target audience is changing rapidly and you need to be sure that you are pitching to all audiences, globally. You need to take constant inventory of your staff and their behavior, and make certain it aligns with your brand image. Your hotels image starts before they ever walk in the door. From the booking experience to the follow up after they have checked out, this is something that needs to be embedded in your corporate culture. As they say, one bad apple can rot the bunch, and this is especially true when it comes to customer service. The social media component has become essential to maintaining a positive public image for the hospitality industry, and not just for hotels. Third party providers, vendors, gds channels, travel agents or any online revenue management company in hospitality also must maintain some sort of presence moreover, have a positive image within all forums.
Secondly, the dramatic overtaking of Online Bookings by Online Travel Intermediaries (OTA).
They charge a...
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