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Post on 01-Jul-2015
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JULIEN CoralieROUSSEL Valentine
Expectations have changed
Customers have changed: 60% of customers are between 24 and 48 y-o
85% of people at airport have a tablet computer in their luggage
Customers look for a personalized service
OTA: 50% of customers take a look on tripadvisor before to book a room in a hotel: hotels have to get back these customers
GUEST RELATION is the service which will make the difference
The hotel's website (not the app) has to be clear and
simple from the mobile phone
Human relationships are important: the elcetronic tools don't replace humans. We have to be careful with an excessive use of these techniques
To differentiate from the other hotels through offers/ nice websites/ PR....
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