1. HOTEL DIGITAL BUSINESS DEVELOPMENT
HOW WOULD YOU USE THE APP'S HOTEL MANAGEMENT
CAPABILITIES TO RADICALLY CHANGE YOUR GUESTS
SERVICES?
MARIE SOPHIE CLAUDE
MBA2B

2. THE DIGITAL ERA IS UPON US.....
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Guest Service changes are today inevitable, the impact of
change is such that no one is left out
The digital world is seen as a new challenge for entrepreneurs,
marketeers, managers to offer a new dimension to the
customer service
Managing efficiently in the digital era is today a key factor to
reach success and stand out in a highly competitive market

3. HOW HOTELIERS CAN PROFIT FROM THE DIGITAL REVOLUTION?
The digital applications are seen for the hoteliers as:
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a new and dynamic guest service management
A significant distinction in service delivery thanks to additional personal
touches
A new innovative platform for customer interaction and customer
engagement
A greater opportunity to optimize both guest service and operational
efficiency and revenus activities
A better way to maitain a top level guest satisfaction at any time of a guest
experience
A unique way to deliver one-to-one guest service, key factor of a customer
service success

4. A DIGITAL MANAGEMENT STRATEGY AT THE FOREFRONT
Hoteliers need to implement a well thought digital strategy
through three pivotal levers:
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Commitment of the hotel departments in the hotel
applications management
The adequation between the hotel’s app with the hotel’s
primary market segment
The hotel website adaptation to the digital service offer

5. HOTEL DEPARTMENTS COMMITMENT
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All the hotel services need to be involved and entirely
commited to the mobile applications management in order to:
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better improve the coordination between differents hotel
departments such as the front desk and its unique interface
with the housekeeping and the F&B
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better emphasized through the guest relationship the human
touch service seen as the real key success factor for a quality
service

6. The hoteliers need to understand the value that its hotel app
give to the customer:
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The types of services delivered through a mobile native app
should marry the needs of the guest segments serviced by
the hotel
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The potential of a hotel app won’t have the same impact if use
on a business traveler or a leisure one

7. The company’s Website must be adequate for the hotel app’s:
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all aspects of the hotel’s products and services highlighted
in the hotel website need to be integrated into the app
offering
any hotel with a Website need to reformat that Website to fit
the mobile Web

8. CONCLUSION
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Digital applications for hoteliers management are seen as a
real quality premium service for the customer and are
considerated as a real differenciation source for the guest
experience
The digital management is a real challenge that the Hospitality
is facing today, manage to implement a dynamic and
interactive digital strategy is more than crucial to build brand
loyalty and most of all reach the customer emotional loyalty