JULIEN CoralieROUSSEL Valentine

Expectations have changed

Customers have changed: 60% of customers are between 24 and 48 y-o

85% of people at airport have a tablet computer in their luggage

Customers look for a personalized service

OTA: 50% of customers take a look on tripadvisor before to book a room in a hotel: hotels have to get back these customers

GUEST RELATION is the service which will make the difference

The hotel's website (not the app) has to be clear and

simple from the mobile phone

Human relationships are important: the elcetronic tools don't replace humans. We have to be careful with an excessive use of these techniques

To differentiate from the other hotels through offers/ nice websites/ PR....