power point
TRANSCRIPT
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JULIEN CoralieROUSSEL Valentine
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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
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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
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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
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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....