The document discusses adopting a holistic and customer-centric approach to revenue management in the hospitality industry. It argues that the industry has lost its focus on customers and focuses too much on products. To be successful, hotels need to focus on providing excellent customer experiences by truly understanding their different customer groups and their needs and priorities. This requires implementing customer relationship management systems, gathering employee and guest feedback, and linking customer satisfaction to performance metrics from the bottom up.

1. Holistic Approach to Customer Centric Revenue Management Xavier HALBI Head of Revenue & Strategy Hyatt Regency Dubai Hotel & Galleria

11. An EXPERIENCE ! ! !

21. Thank you Xavier HALBI Head of Revenue & Strategy Hyatt Regency Dubai Hotel & Galleria