How Sara Osias designs and delivers “bucket list” experiences at Auberge Resorts
Plus: Coast case study, Chief Evangelists, Cost concerns, and Capital ready to pounce
Hello. Today we’re looking at:
Guest experience: How Sara Osias designs and delivers exceptional “bucket list” experiences at Auberge Resorts
Technology: How Coast Hotels designed, launched, and runs its guest feedback management program
Marketing: Why every company is going to need a chief evangelist
Revenue: Cost concerns creep up for travelers, forcing hoteliers to rethink rate strategies
Investment: Interest rates weigh on hotel transactions, but capital is ready to pounce
Photo from our community: Remington Hotels off-roading offsite
Let’s jump into it…
How I design and deliver experiences for our guests
with Sara Osias on the Hospitality Daily Podcast
Sara Osias is Head of Experiences at Auberge Resorts Collection, and shares how her background working at technology companies guides her selection of the experiences they offer, the cultural trends driving demand for experience today, the importance of engaging all five senses - and the step-by-step process she uses to design and deliver extraordinary experiences.
Why this matters: Experience is the key to standing out and making money in hospitality today. As we learned from Samantha Hardcastle in a prior episode, providing memorable experiences is not only vital for differentiating your brand and building loyalty, it's especially important today to make guests feel they're getting value for the money they're paying to stay at your properties and ensuring they return and tell others about you as well.
In their words: “There's power in using experience design in your guest journey to create magic in all of your touchpoints.”
TECHNOLOGY (SPONSORED BY SHIJI GROUP)
How Coast Hotels designed, launched, and runs its guest feedback management program
with Brigitte Diem-Guy, Nooshi Akhavan, Linda Hagen, Emma McDonald & Dan Reid from Coast Hotels at HotelOperations.com
What’s going on:
Coast Hotels needed a better way to collect and process guest feedback to improve satisfaction, redesign brand standards, and drive revenue growth
To do this, they hired an internal project lead, bought and onboarded Shiji ReviewPro, and drove internal adoption through healthy competition
The results included going from sporadic responses to a near-total response rate (50% to ~100%); Time savings (~30/minutes a day for GMs); Competitive intelligence (“We can see what guests are saying”); Increased pricing power (“If you create a better than average guest experience, you can also earn higher rates for doing that”); and higher staff motivation (“The feedback makes my staff feel good, and it’s been great for engagement”)
In their words: “A happy guest is a repeat guest, but a super happy guest is someone that will talk to their friends, families, and colleagues about your hotel. Customer advocacy leads to faster organic growth, lower customer acquisition cost, and higher customer lifetime value. Ultimately, it leads to long-term sustainable revenue growth for every hotel.” - Brigitte Diem-Guy
Why every company is going to need a chief evangelist
with Scott Albro on LinkedIn
What’s going on: Growth strategy leader Scott Albro believes every company engaged in B2B sales and marketing needs to find a Chief Evangelist right now.
Why this matters: Content supply is grossly outpacing demand for it. Getting a buyer's attention is already hard and it's about to get harder.
In their words: “Uniquely human skills that will stand out in the ever-expanding content wilderness we're about to see.”
Cost concerns creep up for travelers, forcing hoteliers to rethink rate strategies
by Dana Miller for Hotel News Now
What’s going on: After a period when consumers were prioritizing spending on travel and experiences regardless of the expense, hotels in some markets are now beginning to see that trend slow down as inflation persists.
In their words: “And we’re going to continue to focus on personalizing the guest experience just to see what we can do in terms of value-add to hopefully increase revenue capture throughout the guests’ stay.” - Isaac Rodriguez, senior vice president of revenue strategy and distribution at Twenty Four Seven Hotels
Interest rates weigh on hotel transactions, but capital is ready to pounce
by David Eisen for Hotels Magazine
What’s going on: Higher interest rates make it tougher to buy or build hotels, but as the Federal Reserve signals that it could remove its heavy foot from the pedal, buyers and developers could be in a position to have their checkbooks ready.
In their words: “The tick up of interest rates has slowed down sales, but people have cash to spend. There may be slower transactions over next few months but could then pick up into Q4 and into the next year.” - Marc Magazine, executive managing director, Savills Hospitality Group
PHOTO FROM OUR COMMUNITY
Remington Hotels off-roading offsite
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