best parks of america nov 2012 hospitality technology

Hospitality TechnologyThe Future is NOW

Evelyne S Oreskovich

Recent Trends and Stats

Convergence of Systems & Disciplines

SoLoMo (Social, Local, Mobile)

4 Key Takeaways

Areas of Review

2

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

3

Recent Trends and Stats

4

0%

20%

40%

60%

80%

100%

120%

Cell Phone Laptop * Desktop Tablets

2012

2015

Pew Internet & American Life Project 2012

Recent Trends and Stats

5

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

6

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

8

Travelers view online videos through all phases of travel planning

The Travelers Road to Decision, Google & Ipsos MediaCT, July 2012

Greater integration between

PMS

CRS

POS

Channel Management

Revenue Management

Sales Management

Social Media Management

Convergence

9

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

10

Conversion of

So Lo Mo

11

SOcial

MObileLOcal

Social MediaFacebook

Google+

Twitter

Foursquare

Pinterest

YouTube

TripAdvisor

RV Park Reviews

Email

Social

12

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

13

Use of Mobile on property

Front desk staff

Activity staff or Concierge

Housekeeping

Maintenance

Kiosks set up as needed

Mobile on Property

14

15

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.

16

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.

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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Thank you for your attention

Evelyne S Oreskovichevelyne@HER-consulting.comwww.HER-Consulting.com