3. Experience- most importantelement
Leisure guests willingto pay 20% more for a better experience
Staff interaction had the biggest impact on satisfaction
Value vs Price
JDPower&Associates2012NorthAmericanHotelGuestSatisfactionIndexStudy
RecentTrends and Stats
3
6. 83% of leisure travelers plan their trips online
47% start thatplanningon their smartphone
90% move from one device to another when
accomplishing thetasks
Mobileisn’tacomingthinganylonger.
It’s here!
RecentTrends and Stats
6
7. Average 20 website visits before booking
Of theUS travelers online
81% use user review sites and social media when
determiningwhichsupplier to book
93% are on facebook
67% of hotelcompanies have received bookings via
facebook
RecentTrends and Stats
7
8. RecentTrends and Stats
8
Travelers view online videos through all phases of travel planning
TheTravelersRoadtoDecision,Google&IpsosMediaCT,July2012
10. DistributionSystem:
Any system or device which connects you with your customer
Any system or device where there isa potential to generate
revenue
Convergence
10
13. 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
14. Use of Mobile on property
Front desk staff
Activity staff or Concierge
Housekeeping
Maintenance
Kiosks set up as needed
Mobileon Property
14
15. 15
Mobilefor Guests
ProximityMarketing
Localized wireless distribution of contentwithina particular
place or geographic perimeter.
Transmissions can be received by individuals in thatlocation
who wish to receive themand have the necessary equipmentto
do so.
16. 16
Mobilefor 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.
17. 1. Know how your guests use technology so you can better
engagethem
2. Use technologyto increase efficiency
3. Use thebrand
4. Focus on theguest experience
4 Key Takeaways
17
