This analysis could be titled in a number of ways, each with a lean towards what was disclosed by Marriott last week when it emerged some 500 million guest accounts had been hacked. Because of the size of the breach and the underlying issues that may have caused it, many may point to the hotel sector’s drive towards personalization and trigger a major rethink.
AccorHotels’ Maud Bailly – Travel Weekly
AccorHotels has evolved its digital strategy in recent years, with a focus on further personalizing the guest experience. Given that the company now has roughly 4,600 hotels in 100 countries and more than 30 brands, that’s no easy feat. But thanks to initiatives like its Accor Customer Digital Card (ACDC) platform, which creates a database of guest information and preferences, and its ever-evolving chatbot, Phil Welcome, the group has made significant strides.
Technically Speaking – Ari Balogh of Airbnb – Phocuswire
Brand-new to Airbnb as of last month, Ari Balogh is charged with leading infrastructure, information IT and security and engineering for payments, trust and community support as CTO. Balogh comes to Airbnb from Google, where he was responsible for the data systems behind Google Search. He also served as CTO at Yahoo.
Why And How You Should Apply The Netflix Model To Your Hotel – HospitalityNet
It’s easy to forget that Netflix started out as an ambitious DVD-by-mail company that nearly went out of business. Back in 2011, Netflix was being savaged by the media and its stock price was plummeting. Today, it’s the second-most valuable media company in the world and boasts 125 million subscribers. In the following post, we’ll reveal what hotels can learn from the Netflix success story, including how to utilize personalization, consumer psychology, and an experimental mindset to compete with the OTAs, offer incredible customer service, and win more direct bookings.
Speaking before 4,500 audience members, including many hoteliers, Expedia officials sought to convince them that mixing alternative accommodations into Expedia’s search results won’t hurt hotels. Cyril Ranque, president of Expedia Group’s Lodging Partner Services, told the audience that although some hoteliers are concerned about the proliferation of vacation rentals in Expedia’s search results, they shouldn’t worry because the use case for a hotel versus a vacation rental stay are clearly different.
LoungeUp is Launching a New Product Which Allows Hotels To Interact With Their Guests Via Text Message – IFEMA
The SMS open rate stands at 98%, therefore offering hotels an excellent opportunity to communicate with guests in the most personal manner possible and to offer a level of service that meets the increasingly demanding expectations of today’s travellers.