ALLIANTS
Looking ahead reshaping the future of hospitality In a recent interview with Alliants - global travel and hospitality software provider, Tristan Gadsby, CEO discusses how hoteliers can respond to the current crisis leveraging technology.
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Caring about the community through genuine company values
Staying reachable and treating customers with care in personal interactions
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Providing pragmatic help to customers in financial distress
Bringing joy and supporting the emotional needs of customers ‘trapped at home’
recessions and concluded that those deploying an optimised combination of defensive (mainly cost cutting) and offensive moves (spending on marketing, R&D and new assets) have the highest probability of breaking away from the pack post recession. In practical terms this means that hoteliers not only need to cut costs to make it through the periods of closure or single digit occupancy, but also focus on building agility into the business model and making targeted investments that will fuel the recovery and drive growth. There are three areas where we think hoteliers can leverage technology and lay foundations to position themselves for the future: • Leverage data to make faster decisions and develop recovery strategies; • Create or re-ignite customised and contextual one-to-one relationships; • Digitise the guest experience and business processes.
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Promoting and guiding the shift to online channels
Actively contributing to safety by innovating the product portfolio
Conce n i e nce an d
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Minimising risk in physical interactions with products and services
Indi vid ua ls af te y
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many lessons from the past as possible and make clear decisions. The Harvard Business Review published an article in 2010 (Roaring Out of Recession) which assessed the performance of 4,700 companies following the past 3 economic
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Clearly this is the most challenging situation the industry has faced for decades. What can hoteliers do to respond? Sadly, there is no simple answer to this. What we can do is try and learn as
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Source: McKinsey & Company, 2020 https://www.mckinsey.com/business-functions/ marketing-and-sales/our-insights/connecting-with-customers-in-times-of-crisis
In what way can hoteliers leverage data to assist at the current time? There is significant business value hidden in the data that hoteliers collect on a continual basis. We help a number of hotels and chains connect data from many different sources to allow for better decision making. This includes breaking down the demand signals by market using web traffic and sources of competitor information to sentiment and intent analysis on request data. That data is not only valuable during business as
THE OVERVIEW | MAY 2020
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