What’s keeping
HOTELIERS up at night?
Hospitality leaders share their thoughts on the technology challenges their businesses face in a debate hosted by Ryan Haynes
What technologies are you
looking at most to help with your biggest challenges in the future of your business?
TEJ WALIA managing director, Foxhills “Firstly, how can we make our
customer journey easy – from the moment they think about us to the moment they leave? That is about customer service. It’s also about the upsell opportunity at each customer touchpoint. “Secondly, how to improve the
productivity? How we can make sure that staff are at ease, that it improves their efficiencies and productivity? It is more important that staff are free to actually do the customer service, which is hospitality. “And lastly, how we can capture all that
and analyse it to refine the process? These are what we have identified as necessities when approaching a new system.”
INNA NEKRASSOVA head of revenue, The Lanesborough
“We’re looking for systems that help us
streamline data. We have to connect a lot of data. It is a matter of finding the right providers that talk to each other and can give us visibility of insights like customers’ lifelong values. “We’re looking at integrating the
reservations data to help us understand the data behind the calls and emails we receive etc. It’s very much looking at tools that will allow for more data-driven decision-making within the revenue and reservation departments.”
What’s your focus area of hospitality tech over the next year?
MUSTAFA GOKCEN head of IT, Cheval Collection “Tech is not a cost-saving
exercise; tech is a tool that allows us to focus on other priorities. The biggest area that we are focusing on is the guest journey, and that encompasses a lot of different systems and how they work in harmony. “So that starts before booking, from the
point of consideration. How can we grab the guest at that stage and then take the guest all the way until the end of post-stay? It’s about how we interact, what we offer. “There are a lot of systems that work in the background to make that journey successful.”
As a hotelier, what is your biggest challenge at the moment?
GREGOR RITCHIE managing director, Optimum Hotel + Leisure Management
“[American educator] Stephen Covey said, ‘You got to begin with the end in
24 — OCTOBER 2024 —
TRAVOLUTION.COM
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