Best parks of america nov 2012 hospitality technology
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Transcript of Best parks of america nov 2012 hospitality technology
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Hospitality TechnologyThe Future is NOW
Evelyne S Oreskovich
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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
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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
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Recent Trends and Stats
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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
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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
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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.
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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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