A fireside chat between 2 industry stalwarts – Yogeesh Chandra (Head – New product strategy and M&A, RateGain) and Reuben Kataria (General Manager, Four Seasons Hotels and Resorts, Bengaluru).
In this ultra competitive industry, where every brand is aggressively attempting to increase its market share and surpass the competition, it is imperative to comprehend guest behavior to know what drives them to make decisions and increase the repeat customers.
Guest messaging technology is changing the hotel industry by providing a more convenient and efficient way to communicate with their guests. With guest messaging technology, hotels can send guests real-time updates and information about their stay, such as check-in and checkout times, room assignments, and any promotions on hotel services. This allows hotels to provide a better overall experience for their guests and can help improve guest satisfaction and loyalty. Additionally, guest messaging technology can help hotels save time and reduce the need for staff to handle routine inquiries, freeing them up to focus on other tasks.
Profitability and brand loyalty depends on a hotel’s ability to understand and adapt to guests’ shifting behaviors. In addition to adapting to alterations in guest behavior, the hotels need to enhance its operational agility and technical expertise to manage the pitfalls of guest dissatisfaction.