Meeting New Consumer Demands
The Evolution of Luxury Services in the Hospitality Industry
DataAnalytics Revolution How Big Data is Transforming the Hospitality Business
PaulUmoh Managing
Director
BONHotelsInternational
"True hospitality consists of giving the best of yourself to your guests." This highlights the personal investment that defines exceptional hospitality."
Thehospitalityindustrythrivesoninnovation,
resilience,andanunwaveringcommitmentto exceptionalservice.Aswestepinto2025,the landscapecontinuestoevolve,shapedbyvisionaryleaders whoredefineguestexperiences,sustainability,and technology-drivenservicemodels.CIOLook’s editionof The 10 Most Impactful Figures in Hospitality, 2025,we celebratethetrailblazerssettingnewbenchmarksinan industrythatisbothdeeplyrootedintraditionand constantlyembracingchange.
Fromhoteliersrevolutionizingluxurystaystotech pioneersenhancingoperationalefficiencythroughAIand automation,theseindividualsarenotonlyrespondingto shiftingconsumerexpectationsbutalsoleadingthecharge insustainabilityandcommunityengagement.Theirstories reflectthechallengesandtriumphsofanindustrythathas emergedstrongerandmoreadaptablethanever
Shaping the Future of Hospitality MichaelWayne Thislistismorethanjustarecognition—itisaninsight intothemindsthatareshapingthefutureofhospitality As guestpreferencesbecomemorepersonalized,digital transformationaccelerates,andeco-consciousinitiatives takecenterstage,thecontributionsofthesetenfigures serveasatestamenttothepowerofinnovationand leadershipincreatingunforgettableexperiences.
Wehopethiseditioninspiresyou—whetheryouarean industryprofessional,anentrepreneur,orapassionate traveler—toappreciatethedynamicforcesdriving hospitalityforward.
Happy Reading....
Paul Umoh Paul Umoh Crafting the Future of African Hospitality
Crafting the Future of African Hospitality
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22 A R T I C L E S
Mee ng New Consumer Demands
The Evolu on of Luxury Services in the Hospitality Industry
Data Analy cs Revolu on
How Big Data is Transforming the Hospitality Business
Editor-in-Chief
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FeaturedPerson
CompanyName AmandaHyndman GENERALMANAGER
AnthonyCosta HeadofHospitality andLifestyle
BernadineGalliver HeadofTourism Advisory
ChristianAbell CO&Founder Architaste
MandarinOriental HotelGroup andarinoriental.com
CandyCapital candycapital.com
JLL jll.co.in
Architaste architaste.com
ColeyBrenan PartnerandHead ofEurope
DimitrisManikis PresidentEMEA
GiulianoGasparini HospitalityAsset Management Executive
JeroenvanGils Development DirectorEurope
PaulUmoh ManagingDirector
KSLCapitalPartners kslcapital.com
WYNDHAMHotels &Resorts wyndhamhotels.com
Brief Hyndmanisaseasonedprofessionalwithover30yearsinthe luxuryhotelindustry,holdingseniormanagementrolesacross theUK,HongKong,Bangkok,andWashingtonD.C.
Withover25yearsofexperienceintheluxuryhotelindustry, Anthonyhavehadtheprivilegeofworkingwithsomeofthe world'sleadingoperators,includingCaesarsPalace,Jumeirah Group,Wynn,MandarinOriental,andFourSeasonsacrossthe MiddleEast,AsiaandEurope.
Galliverhasapassionfortourismwith19years’experiencein strategydevelopment,marketresearch,marketandfinancial feasibilitystudies,economicimpactassessments,eventimpact assessments,andbusinessplanning.
Chirstianhasworkedinthehospitalityindustryfor30years, applyingpassionandcreativitytoasuccessionofincreasingly responsibleexecutivepositions.Inearlycareersasachef, ChristiantrainedunderMichelinaccreditedArchitasteisa FoodandBeveragedevelopmentcompanythatworkswith hotelsandindependentestablishments.
ColeyspentfiveyearswithDeutscheBank'sRealEstate, Gaming,Lodging&LeisureGroup.HeholdsaB.S.inReal EstateandFinancefromCornellUniversity’sSchoolofHotel Administration
Manikishasover27yearsofexperienceinthehospitality industry,heisresponsibleforthegrowthofWyndham'sbrands inEMEAandmaximizingtheperformanceofexistinghotels
Gaspariniisahospitalityassetmanagementexpert,professorat ParisSorbonneAbuDhabiandIEBusinessSchool,and chairmanofHAMAMEA. WaslGroup waslproperties.com BWHHotels bwhhotels.com
GilsisaSalesDirectorwithademonstratedhistoryof workinginthehospitalityindustry.SkilledinFood& Beverage,Coaching,Sales,HotelManagement,and HospitalityIndustry
BONHospitality bonhotels.com
Pauldrivesthecompany'sexpansionandcommitmentto nurturinglocaltalentwhileupholdinginternationalstandards
TalarKeshishian AssociateDirector
RedSeaGlobal redseaglobal.com
Withover15yearsinleasingandretailmanagement,Talar Keshishianhascollaboratedwithmajorinternationalretailers andtopSaudirealestatedevelopers.SheholdsaMaster's degreeinStrategyandManagementandaGraduatedegreein BusinessAdministration.
Crafting the Future of African Hospitality
Crafting the Future of African Hospitality
Paul Umoh Paul Umoh I focus on talent development, innovation and strategic partnerships, ensuring smooth operations and growth and respecting our core values of African hospitality at the forefront.
“ “ PaulUmoh ManagingDirector
CO VER ST OR Y BONHotelsInternational
Thehospitalityindustryisacornerstoneofglobal
tourism,providingessentialservicesthatenhance travelexperiences.Thissectorencompassesawide rangeofservices,includingaccommodation,foodand beverage,eventplanning,andtravelandtourism.Itplaysa crucialroleineconomicdevelopmentbycreatingjobsand fosteringculturalexchange.Theindustry’ssuccesshinges onitsabilitytoadapttochangingconsumerpreferencesand technologicaladvancements,ensuringthatguestsreceive exceptionalserviceandmemorableexperiences.
Inthecenterofthisindustry'scontinuousgrowthstands PaulUmoh,theManagingDirectorofBONHotels International,whoseleadershipisshapingthefutureof hospitality.Paulhasbeeninfluentialinshapingthefutureof hospitalityinWestAfrica.Hisdedicationtonurturinglocal talentandpromotinginternationalstandardshassetanew benchmarkfortheregion.Paul’sapproachtoleadershipis characterizedbyhisdeepunderstandingofthemarketand hisabilitytoinspireandmotivatehisteam,drivingthem towardsachievingthecompany’sambitiousgoals.
BONHotelsInternationalisrenownedforitsinnovative strategiesandcustomer-centricapproach,whichhave significantlyenhanceditsreputationandmarketpresence. Byfocusingonqualityserviceandoperationalefficiency, BONHotelsInternationalcontinuestoexpanditsfootprint, offeringunparalleledexperiencestoguestsacrossits properties.Thecompany’scommitmenttoexcellenceand continuousimprovementensuresthatitremainsatthe forefrontoftheindustry.
EnsuringTheSmoothOperationandGrowth AstheManagingDirector,Paul’sprimaryresponsibilities revolvearoundstrategicleadershipandensuringBON HotelsInternationaloperateatthehighestlevelsof excellence.Heoverseestheperformanceofover20 operationalhotels.Apartfromthis,BONHotels InternationalsorecentlylaunchedanotherHotel ManagementbrandcalledYellowTrumpetandhasone hotelunderthisbrandcalledYellowTrumpetAsokoro ResidencewithYellowTrumpetBoutiqueHotelWuse2 duetoopeninNovember2024.Includingthese,Paul strategiesshortandlong-termobjectivesandensuresBON HotelsInternationalanditsteamstayaheadina competitivemarket.Paulshares,“I focus on talent development, innovation and strategic partnerships, ensuring smooth operations and growth, and respecting our
core values of African hospitality at the forefront.”Clear communication,rigorousqualitycontrolandadeep understandingofthemarkettrendsalsoenablehimto maintainastandardofexcellenceacrossallproperties.
DeliveringExceptionalGuestExperience “Consistency in guest experience is critical in the hospitality industry, and at BON Hotels International, we achieve this through a combination of standardized service protocols, continuous staff training, and a strong company culture that promotes excellence,”Paulstated.Paulandhis teamtailortheservicesofBONHotelsInternationalto reflectlocalcultureswhilemaintainingglobalstandards.He emphasizesregularqualityaudits,guestfeedback, personalizedservice,andmaintainingguestprofilingand technology-driveninsights,whichhelphimmonitorand adapttotheirguests'evolvingneeds,ensuringeachstayis memorable,nomatterthelocation.
PromotingSustainabilitybyIntegratingEco-Friendly Practices BONHotelsInternationaliscommittedtointegrating sustainabilityintoitsoperationsandsupportforecofriendlyenvironmentalinitiativesacrossitsportfolio.It implementedseveralinitiatives,includingenergy-efficient buildingdesignsinprojects,theuseoflow-power consumptionappliances,andtheinstallationofenergycard unitsinallguestbedrooms.
Inaddition,BONHotelsInternationalasexecutedwatersavingtechnologiesinthewaterclosets,suchaslowand heavyflush,routinewaterlinecheckstopreventpipe leakageandinstallationofafloatswitchinthewatertank. Addressingwastemanagement,ithasdrasticallyreduced paperprintingandmovedawayfromtheprintedservice directoriesbyintroducingaQuickResponsecodemenu.
BON Hotels International is committed to integrating sustainability into its operations and support for eco-friendly environmental initiatives across its portfolio. “ “ BONHotelsInternationalinstalledInternetProtocol Televisioninguestbedroomsthathaveaccesstodifferent channels.ItalsoconductsStafftrainingprogramsonecofriendlyawarenessandtakingownershiptoensure sustainablepracticesinthedailylifestyleofitsteams.
InApril2024,thegovernmentimplementedapriceincrease ofpublicpowerfrom66to225(Naira)perkWh,whichis over240%increaseinrates,andacomprehensivestaff retrainingwasdone,whichcapturedcostanalysisand departmentalactionplantopromotecontrollablecost.
IncreasingtheCompetencywiththeLeadingTalents Paulhighlights,“Attracting and retaining top talent starts with creating a conducive work environment that fosters growth, inclusion and innovation.”
BONHotelsInternationalendorsedacertifiedhospitality traininginstitutewithinternationalaccreditationthat providesonsiteandoffsitehotel-basedtrainingand developmentprogramsthattrainNigeriansatalllevels.
“Legacy Project” isoneoftheseprogramsofferedbyBON HotelsInternationalinwhichPaulishighlyinterested.
Paulasserted,“Our management actively encourages career advancement and offers various opportunities for development through mentorship programs and succession plans.”
BONHotelsInternational,includingitsnewbrandYellow Trumpet,istheonlyinternationalhospitalitymanagement companytooperatealcoholfreehotelsrespectingboth cultureandreligionoftheguestsandowners.
Paulobservedthatretainingtoptalentsrecentlyhasbeen verychallengingduetohighstaffturnoverinpursuitof careeradvancementabroadandfamilyrelocationoffthe shoresofthecountry.Addingtoit,hesaid,theopeningsof hotelsacrossthecountryareanotherreasongroomed employeesareleavingduetothehighcostoflivingin majorcities,especiallythecostoftransportationand accommodation.
“Despitefacingthesechallenges,BONHotelsInternational willcontinuetoremainfocusedandcommittedbyinvesting moreinemployeetraining,developmentandskills transfer,”Paulemphasized.
EnhancingCustomerEngagementandExperience Technologyplaysapivotalroleinhowhotelsengagewith theirguestsandstreamlineoperations.BONHotels Internationalascommencedtheintegrationofadirect bookingsystem,whichinvolvescustomermanagement systemsthatprovideaseamlessguestexperiencefrom reservation,check-inandcheckoutonlinefeedback platform.
Additionally,Itsloyaltyprogram,calledBONami,willsoon befullydigitallymanaged,offeringreal-timeengagement withitsmostloyalguests.
PaulsharesthatasaresultofNairadevaluation,thedollar riseaffectedthecostofthehotelmanagementsoftware. However,tomaintainBONHotelsInternationalreputation asaninnovativebrand,Paul—havingexpertisein informationtechnologyandaccounting—personally supportedthisprojectandwillconstantlyleverage technologybecauseitwillsetthemapart.
BONHotelsInternationalistheonlyinternationalhotel grouptobeaffiliatedwithalocaltechnologycompanyto ensurethatinnovativehospitalitytechnologyandotherIT solutionsareindeedoptimal,naira-drivenandeasyto maintain.
Paulhighlights,“As a key industry player, we have taken it upon ourselves to be responsive in a rapidly evolving industry and anticipate market trends.”
“ BON Hotels International, including its new brand Yellow Trumpet,
is the only international hospitality management company to operate alcohol free hotels respecting both culture and religion of the guests and owners. “ ThrivingThroughStrategicCollaborations Strategicpartnershipsarecriticaltothegrowthstrategyof BONHotelsInternationalastheyallowittoenterintonew markets,leveragesharedexpertise,increaseitsportfolio andenhanceitsserviceofferings.BONHotelsInternational istheonlyinternationalhotelmanagementcompanyto manageotherverycredibleinternationalbrands,giving operationalexpertiseandon-groundexperience.
PaulexcitedlymentionedthatBONHotelsInternationalis currentlyworkingwithMarriottInternationalontheProtea HotelbyMarriottDeltaconversionproject.Thisedificewas th unveiledonthe24 ofSeptember2024andthishasbeen particularlyimpactfulsinceBONHotelsInternationalis licensedtomanageMarriottpropertiesasawhite-label operator,andithasalreadysignedupsomanyhotelswithin thisshortperiodoftime.Additionally,partnershipswith technologyprovidershaveenhanceditsoperational efficiencyandincreaseditscapacityintermsofmanpower; therewillbeexponentialgrowthandopportunityforBON HotelsInternationaltodeliveramoreseamlessguest experience.
“At present some credible international hospitality groups have opened discussion regarding collaboration, and soon it will happen,”Paulhighlighted.
OvercomingtheEconomicUncertainty OneofthebiggestchallengesBONHotelsInternational acesisthefluctuatingeconomicactivitiesinmanyAfrican countries,whichaffectstravelpatternsandconsumer spendingpower.Additionally,theriseofalternative accommodationsandthedemandforpersonalized experiencesputpressureontraditionalhotelmodels.BON HotelsInternationalisaddressingthesechallengesby carryingoutitstransactionsinlocalcurrencies,focusingon personalizedguestservices,continuouslyenhancingthe valueitoffersthroughtheBONamiloyaltyprogramin BONHotelsInternationalanduniqueguestexperiences.
BONHotelsInternationalalsoinvestintechnologyto reduceoperationalcostswhilemaintainingservicequality
Paulasserts,“We are the fastest growing hotel group in Africa, the largest hotel group in Nigeria and the only international hospitality group in Nigeria partly owned by Nigerians.”“BON Hotels International is very innovative
hence the need to create solutions and currently the only international hospitality group to charge fees in local currency, Naira,”headded.
EmbracingChange Sustainability,Uniqueofferingsanddigitalizationare emergingtrendsthatwillshapethefutureofhospitality. BONHotelsInternationalispreparedforthesetrendsby expandingitssustainabilityinitiativesandinvestingin transformativetechnologytooffersmarter,more personalizedguestexperiences.Theriseofhealthand wellnesstourismisanothertrendBONHotelsInternational iscapitalizingonbyofferingwellness-focusedservicesand amenitiesinsomeofitsproperties.BONHotels Internationalabilitytointegratethesetrendswithitscore philosophyofAfricanhospitalityiskeytoitsfuture success.
BlendingAfricanTraditionwithWorld-ClassService AuniqueblendofAfricanhospitalitywithglobalstandards trulysetsBONHotelsInternationalapartfromtheothers. Paulshares,“BONHotelsInternationalembracelocal cultureandtraditionswhileofferingthehigh-quality servicesthatinternationalguestsexpect.”BONHotels Internationalcommunicatesthisvaluepropositionthrough authenticmarketingcampaigns,emphasizingitsstrong localrootsandtheabilitytocreateexceptionalexperiences thatreflecttheheartandsoulofAfrica.“Africanismis embeddedineverythingwedo,”Paulquoted.
VisionforGlobalExcellence Paulshares,“My long-term vision for BON Hotels International, including its new brand Yellow Trumpet, is to be the leading African hospitality brand recognized globally for excellence and authenticity ”Heaimsto expandthefootprintofBONHotelsInternationalacrossall themajorcitiesinNigeriaandWestAfrica,withafocuson sustainablegrowthandconsistentservicedelivery.Aspart ofthisvision,Paulandhisteamwillcontinuetoinnovate, embracetechnology,andstrengthentheircommitmentto thelocalcommunitieswheretheyoperatewhileupholding thehighestservicestandards.Paulhasaplantopositionthe brandthroughstrategicpartnerships,consistentguest experiencesandbeingattheforefrontofhospitalitytrends.
"It's the little things that make the big things possible." The Evolution of Luxury Services in the Hospitality Industry Theluxuryhospitalityindustryhasundergonesignificant
transformationsinrecentyears,adaptingtoevolving consumerexpectations.Withagrowingdemandfor personalized,sustainable,andtechnology-drivenexperiences, luxuryservicesarebecomingmoreinnovativeandcustomized thaneverbefore.Asconsumersseeknotonlyexclusivityand opulencebutalsogreaterethicalresponsibilityandtech-savvy offerings,hospitalitybrandsarecontinuouslyredefiningwhatit meanstoprovidealuxuriousexperience.
In this article, let us explore some of the trends which are shaping the evolution of luxury services in the hospitality industry.
TechnologyandInnovation Technologyallowsforahighdegreeofpersonalization,from tailoredroomsettingstocustomconciergeservices.Artificial Intelligence(AI)anddataanalyticscanpredictandcaterto guests’preferencesbeforetheyevenarrive,makingtheir experiencemoreseamlessandmemorable.Throughapps, chatbots,ormessagingservices,guestscancommunicatewith staffinstantly,makingiteasiertorequestservices,book experiences,orresolveissueswithoutwaiting.This responsivenessisakeyexpectationintheluxurymarket.
Automationofroutinetasks,suchascheck-in/check-out, housekeepingmanagement,andinventorytracking,freesupstaff tofocusonprovidingpersonalizedservices.AI-drivensystems canalsooptimizeenergyuse,savingcostswhilemaintainingthe luxuriousfeeloftheproperty.Usingdatatotrackguest behaviors,preferences,andfeedbackhelpscreateamoreefficient andeffectiveoperation.Hotelscanofferpersonalized recommendations,adjustpricingdynamically,andstreamline operationstoboostprofitabilityandsatisfaction.
Asluxuryconsumersbecomemoretech-savvy,they gravitatetowardshotelsandresortsthatinnovate continuously Thosethatintegratecutting-edgetechnologies oftenstandoutinacrowdedmarket,offeringunique experiencesthatotherscan'tmatch.Youngerluxury travelers(millennialsandGenZ)oftenprioritizetechenhancedandeco-consciousexperiences.Byadopting emergingtechnologieslikeAI,IoT,andVR,luxury hospitalitybrandscancapturetheattentionofthisfuture consumerbase.
SustainabilityandEthicalLuxury Consumers,particularlyyoungergenerationslike MillennialsandGenZ,aremoreinformedandconscious abouttheenvironmentalandsocialimpactoftheirchoices. Luxuryconsumersarenolongerjustlookingforopulence andexclusivity;theywanttoengagewithbrandsand businessesthatreflecttheirvalues.Thisshifthasprompted thehospitalityindustrytoadaptbyofferingservicesthat promotesustainabilityandethicalpractices.
Astheluxuryhospitalitymarketbecomesmore competitive,offeringsustainableandethicallyresponsible experiencescanhelpbrandsdifferentiatethemselves. Establishingareputationforbeingeco-consciousand sociallyresponsiblecancreatestrongeremotional connectionswithcustomers,leadingtogreaterbrand loyalty.Manyhigh-endconsumersnowactivelyseekout thesevaluesaspartoftheirtravelchoices,oftenwillingto payapremiumfortheaddedbenefitsofsustainabilityand ethicalconsiderations.
Sustainablepracticesensurethelong-termviabilityof luxuryhospitalitybrandsbyreducingdependencyonfinite resources,enhancingoperationalefficiency,andensuring compliancewithincreasinglystringentregulationson environmentalandsocialgovernance(ESG).Additionally, sustainableluxurypracticescanprovidecostsavingsinthe longrun,suchasthroughenergy-efficientbuildings,water conservationmeasures,andwastereductionprograms. Ethicalluxuryalsoincludesrespectingculturalheritageand diversity
PersonalizationandCustomization Today’sluxuryconsumersaremorediscerningand informedthanever.Theyexpecttailoredexperiencesthat reflecttheirindividualpreferences,lifestyles,andtastes. Personalizationandcustomizationallowluxurybrandsto
meettheseheightenedexpectationsbyofferingservicesthat areuniqueandmemorable,makingguestsfeelvaluedand understood.Luxuryisincreasinglyaboutemotional experiences,notjusttangiblegoods.
Personalizationhelpsbuildanemotionalconnection betweentheguestandthebrand.Whetherit’sremembering aguest’sfavoritescent,offeringacustomizeditinerary,or providinguniquein-roomamenities,thesedetailsmakea guest’sexperiencefeelspecialandone-of-a-kind.
Personalizationfostersasenseofexclusivityand uniqueness,whichinturnencouragesrepeatbusiness. Whenguestsfeelthatabrandtrulyunderstandstheir individualpreferencesanddesires,theyaremorelikelyto returnandrecommendtheservicetoothers.
Customizationensuresthatallguests,whethertheyare businesstravelers,honeymooners,orwellnessseekers, receiveatailoredexperiencethatresonateswiththem.This inclusivityensuresthateveryguestfeelsseenandheard, enhancingsatisfactionandencouragingpositivereviews andword-of-mouthmarketing.Theluxurymarketthrives onexclusivityandexceptionalservice.Customization elevatestheperceivedvalueoftheservice,asguestsfeel theyarereceivingsomethingbeyondthestandardpackage. Whetherit’sabespokespatreatment,aprivatedining experience,oracustomizedsightseeingtour,personalized touchessignalhighvalueandpremiumservice,aligning withtheexpectationsofluxuryconsumers.
Conclusion:
Theevolutionofluxuryservicesinthehospitalityindustry highlightsashifttowardsgreaterpersonalization, sustainability,andtechnologicalinnovation.Asconsumer preferencesbecomemorecomplex,luxurybrandsmust embracethesechangestoremaincompetitiveandrelevant. Byleveragingtechnology,offeringethicalandsustainable experiences,andprovidingtailoredservices,hospitality businessescanforgedeeperconnectionswithguestsand meetthedemandsofmodernluxurytravelers.Inthis dynamiclandscape,thebrandsthatsuccessfullyadaptto thesetrendswillleadthewayindeliveringexceptionaland unforgettableexperiences.
How big data is Transforming the Hospitality business Thehospitalitysectorisbeingtransformedradicallybytheadvent
ofbigdata,asthisallowsorganizationstogainvaluableinsights frommassiveamountsofdata.Throughadvancedtechnologies usedindatacollectionandanalysis,hospitalityestablishmentscanfinetunevariousbusinessprocessesthatcannotbecarriedoutbytraditional datamethods.
Thisrevolutioncontributestobetterrevenuemanagement,quality customerexperiences,andmoresuccessfulmarketingcampaigns.
ApplicationofBigData Hospitalityestablishmentsareleveragingbigdatatoenhanceoperational effectiveness,correctinefficiencies,studycompetitors,andleverage uniqueopportunities.In-houseoroutsidedatasciencegroups,suchas datascientists,dataengineers,dataanalysts,andmachinelearning scientists,maybeusedbytheseestablishmentstooverseetheirbigdata initiatives.Dataengineersbuildandmaintaininfrastructureforgathering, structuring,andprocessingbigdata,whereasdataanalystsextract meaningfulinsightsandreportthemtostakeholders.
Bigdataanalyticsinthehospitalityindustryentailsthesystematic examinationoflargedatasetsfrommultiplesourcestoderivemeaningful insightsandmakestrategicdecisions,influencingbusinessoperations, marketing,occupancylevels,andfoodandbeveragesales.
KeyApplications • OccupancyForecasting:Hotelsmaystreamlinelabor andresourceutilizationbyusingpastexperiencesof peakandoff-peakseasons,ensuringhighest profitabilityandinefficiencyeliminationintheformof understaffingordirtyrooms.Unoccupiedhotelrooms resultinrevenueloss,whichcanbeavoidedthrough properoccupancyforecasting.
• PricingStrategyOptimization:Hotelscanvary pricesaccordingtoseasonaldemandandcompetitor pricestoachievemaximumprofitability Thisis especiallycrucialinacompetitiveenvironment.Price optimizationisadvantageousforhotels,resorts,and travelagencies.InterContinentalHotelGroup,for instance,comparescompetitortargetingstrategiesto maximizerevenuebymakingdirectoffersbasedon reservationhistory.MarriottHotelsappliesdynamic pricing,whichvariespricesbasedonseveral parametersandmonitorseventstomakeprice adjustmentsatotherhotelsinthevicinity,leadingtoa 5%boostinrevenueperroom.
• Personalization:Bigdatafacilitatestheabilityof hotelstopersonalizecustomerexperienceby interpretingindividualchoicesandmodifyingservices assuch.Personalizedexperiencesabovecustomers' expectationscanbebuiltbyhotelsbasedon understandingcustomers'preferences,forinstance, roomtemperature,amenities,andeatinghabits.Hotels useguests'datalikebookinghabits,feedback,and socialmediaconversationstocraftbespokeoffers, personalrecommendations,andbespokeexperiences, henceachievinghigherlevelsofguestsatisfactionand loyalty.
• Real-timeFeedback:Hotelscanreceivereal-time feedbackfromcustomersviasocialmedia,online reviews,andsurveys,enablingthemtoidentifyareas ofstrengthandweakness,resolveissuesinatimely manner,andimprovetheirservicescontinuously
• SeamlessOperations:Throughexaminationofcheckinandcheck-outtimes,guestpreferences,andservice requestsdata,hotelscanstreamlinetheirprocesses, minimizewaittimes,andprovideasmoothand efficientstayforguests.WyndhamHotelsoverhauled itsdataarchitecturewiththehelpofAWStoolsto betterunderstandguestpreferencesandenhance revenuemanagement.
FutureTrendsandInnovations Thefutureofhospitalitybigdataanalyticslooksbrightwith evolutioninAI,machinelearning,andnaturallanguage processingfurtherimprovingitspotential.Chatbots poweredbyartificialintelligencecanscantheguestdata real-timetofacilitatepersonalizedinteractionsandsmooth guestservices.IoTdeviceswillalsoproducemorepointsof data,givinggreaterinsightintoguestpatternsaswellas operationaleffectiveness.Predictivemaintenance,basedon predictingequipmentfailureusingdata,andreal-time analytics,enablinghotelstoactinreal-timetomeetthe needsoftheirguests,arealsoontherise.
Withtheadoptionofbigdataanalytics,hotelsareableto remaincompetitive,streamlineoperations,andprovide outstandingguestexperiences,generatingrevenuegrowth andbuildingcustomizedandmemorableexperiencesfor theirguests.
