Together with
What does it really take to improve guest experience today? Everyone has an opinion on this, but I wanted to get scientific and measure it 🤓
Over the past few months, I've asked hotel managers around the globe what they're doing to serve their guests and build stronger relationships. Not only did I get an amazing set of benchmarking data for you from this - but what I found about how the top performers stand out and succeed surprised me….
TOGETHER WITH SOJERN
Success in hospitality comes from delighting guests. This report I wrote for Sojern offers insights from our global study on engagement strategies to improve operations and boost financial performance. Read now to learn:
How the guest experience impacts financial performance
How to use guest data effectively
How to build guest relationships at every stage of the travel journey
Unlocking Revenue By Building Stronger Guest Relationships
Success in hospitality has always come from knowing your guests well so you can serve them and provide what will delight them—and drive profits for you.
That’s never changed. What has changed is today, hoteliers face a unique mix of challenges and opportunities in doing this, from increased demand in many markets and segments to accelerating operating costs that squeeze profit margins.
In this environment, I wanted to learn how the best hoteliers are building strong, profitable guest relationships, from the first digital advertising touchpoints to on-property service to engaging guests after they depart.
To understand this, I worked with Sojern to conduct a research study of hoteliers around the globe to quantify the state of guest experience today and determine what can be done to drive performance in hotel businesses.
This was an amazing project to work on because it provides you with the opportunity to learn from your peers—other hotel managers around the world who are facing challenges similar to yours. By understanding how they are engaging their guests—and what is working for them doing this—you’ll get actionable insights to improve your operations.
You can download this study at the link above, but I wanted to share some more context that I think you’ll appreciate:
To walk through the highlights of the research and its applications for you, I spoke with Sojern’s Vice President of Guest Experience Solutions, Baskar Manivannan - and invite you to listen in to our conversation here:
And that’s a wrap! If you found it helpful, I’d be very grateful if you could forward it to a friend or colleague who might also enjoy it.
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A few final things:
If you have any thoughts, ideas, questions, or suggestions for Hospitality Daily, please reply to this email. I’d love to hear from you.
If you’d like a private community where you can discuss things like this and ask other hotel operators and investors questions that you can’t just Google or ask ChatGPT, the Hospitality Daily Huddle might be a good fit.
If you have a product or service that would benefit the hospitality professionals who read, listen to, and watch Hospitality Daily, let’s work together to help you help more people.
Thank you for reading, and I’ll see you here tomorrow.
-Josiah
