Digital Transformation in Hospitality

Blackball Taiwanese Tea and
Dessert Restaurant Chain Gains Big
Data Insight with Microsoft’s Cloud
Solution. The company is using data
from multiple sources, including
social media feedback and own
product sales, to improve its
competitive advantage and make
informed marketing decisions.
Taj hotel resorts and palace is
using cloud based services to
improve WiFi access across
domestic locations. This has
led to improvement in guest
satisfaction and overall
network operations.
Hyatt is using cloud services to
enable communication,
collaboration and saving across
all global properties. By moving
to cloud services the company
has been able to improve
communication between the
employees and customers
which increased customer
satisfaction and generated
more revenue.
CEOs are startled by the rising expectations of
a digital customer. Here is what they expect
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Companies combining the 3 pieces together
just the right way
CEOs are responding with 3 power moves
Connecting data and cloud to navigate
the transformation
MOBILE FIRST
CHANNEL ENGAGEMENT
SCALE WITH THE CLOUD
Design Apps to personalize the
travel experience across multiple
points of the journey.
Merge customer data from all
sources to build a comprehensive
view of every customer.
Use predictive analytics to
understand customer behavior
and create highly targeted offers
and personalized service.
Support your digital programs by
building enterprise class applications
and scalable infrastructure with
the cloud.
PERSONALIZATION
SINGLE VIEW OF
CUSTOMER
RESOURCES
Companies who are struggling, are getting
stuck with
The cloud is the pipeline
01
0302
04
05
Whether provisioning new
machines or deploying apps
across devices, the cloud makes
it easy to build highly available,
infinitely scalable apps and APIs.
Compute The ability to manage high
output, low-latency data on
the cloud helps to scale
predictive analytics and leverage
machine learning.
Analytics
The cloud helps in creating
Event Notification Hubs to
ingest, process, and orchestrate
notifications to scale.
Web Scale
Virtual Machines and Load
Balancing capabilities help
companies automate and
stay agile
Agile
Infrastructure
Encode, stream and store rich
media and deliver them across
millions of end points
Media Storage
and delivery
What’s Keeping
CEOs of
Hospitality
Companies
Awake At Night?
Data is the new “Oil” in the hospitality industry
HOW ARE CEOs NAVIGATING
THIS DIGITAL TRANSFORMATION?
PROBLEMS CEOs ARE FACING TO
NAVIGATE DIGITAL TRANSFORMATION
“I want you
to send me
my payment
details on
my mobile”.
Digital mobile payment
application makes payment
easy and saves the
customers from waiting.
Social Media Integration
with ordering process and
for finding hotel offers
and deals.
Personalized guides and
recommendations saves
customers time and reduces
time for decision making.
Apps with real time view
of a information about
current location and
access to reviews from
social platforms.
Customers expect to have
the same experience across
all channels.
“I want to
place an
order on
your social
media page”.
“I want you
to suggest
nearby
activities”.
“I want to
see places I
can visit
around me”.
“I want my
reservations
details
across all
devices”.
Boosting Customer
Experience
Digitizing
Operations
Business Model
Transformation
Companies are changing
the way they run their
business by embracing
technology. They are
transitioning from physical
to digital services.
Companies realize the value
of customer’s personal data
across all touchpoints,
which helps them gain
customer loyalty and win
more from existing
customers. This is done
through predictive analytics
approach and information
acquired through
social channels.
Hospitality Companies are
moving towards building
digital products by bringing
agility in platform building
and by digitizing the
process to easily roll out
new ideas, innovation and
new features to market.
32%Golden Gate Hotel and Casino is an early adopter of digital currency,
Bitcoin. Through this method, transactions can be closed through tablets
and mobile devices. They use ipad devices with bitpay platform to process
payments.
customers said they would
use a mobile or wireless
payment options
84%Hilton Hotel is using digital technology for check-in, room selection and
customization, and check-out across 650,000-plus rooms at more than
4,000 properties worldwide.
business travelers say they
want the ability to choose
their own rooms.
27%Yelp helps customers search for restaurants, clubs, bars, and other locations
around the area. They can filter based on what's open, what type of food is
served, and how much you can expect to spend, restaurant's hours, users
rating and recommendations.
customers have reviewed or
posted reviews on consumer’s
recommendation sites
like Yelp
61%Hotel Tonight App helps in making hotel reservation on the go. This app
has a mobile-only strategy to connect the travelers on road with nearby
accomodation services.
travelers desire a mobile
application that overlays
visual information about
the physical world.
30%Airbnb connects Spare Room/ Accommodation providers with Travelers.
They offer personalized offers to match hosts and guests needs by
analyzing community-wide rankings, preferences and rental history.
customers make use of
mobile apps to find
hotel deals.
72%The Wit hotel, through an IP system runs the infrastructure to automate
services throughout the customer’s stay. This technology enables
customers to send requests to the closest staff member’s mobile device for
fast service.
hotels have apps that help the
customers make reservations
via mobile
Mobile devices are
not a focus
Lack of Social Presence
Lack of interactive
digital technologies
Companies that are not using mobile
technology are far behind the race of
winning more from customers.
.
Companies that are not on social media
platforms are missing out of huge amount of
customer data.
Companies that are not using interactive
digital technologies are unable to meet
the expectations of the digital customer.
The American hotel chain Denihan is
using big data analytics software to
maximize profit and revenue, by
combing their own data from review
sites, blogs and/or social network
website. They analyze likes and dislikes
of their guests, optimize their offering
and adjust the room rates accordingly.
Caesar Entertainment is using data
analytics as the main sources for decision
making. Their total reward program is
based on analyzing the customers
complete journey. With data collection
and analysis, Caesar Entertainment has
been able to build customer loyalty and
provide a personalized experience to
their customers.
Marriot is using Big Data Analytics to
predict the optimal price of rooms to
fill the hotels. They do this by using
improved revenue management
algorithms that can deal with data
faster, combining different data sets
and making insights available to all
levels to improve decision-making.
PRICING
GUEST PREFERENC
ES
CUSTOMERPROFILE
&
TRANSACTIONAL
ONLINESEARCH
OPERATIONAL
W
EB
CLICKSTREAM
DEMAND&OCCUPANCY
DESTINATION
SOCIALNETWORK
&
USERGENERATED
LOW
MEDIUM
HIGH
VELOCITY
VARIETY
VOLUM
E

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