hotel guests – The Hotel Marketing Blog

The Hotel Concierge of the future now has a face!

Meet Emily….or the digital recreation of Emily, at least.

At TEDxUSC, computer graphics trailblazer Paul Debevec explains the scene-stealing technology behind Digital Emily, a digitally constructed human face so realistic it stands up to multiple takes.

http://video.ted.com/assets/player/swf/EmbedPlayer.swf

From “Meet the hotel guest of 2020“

I need help. I need to talk.
I love technology and the convenience automation offers. But sometimes I miss just talking to someone…another human who will listen to me, empathize and help me.

Enter the age of a one-touch, omnipresent, always-on service line. All guests have to do is access their mobile device or projection panels in hotel rooms and facilities to converse in live video with their very own concierge, order-taker, host, guest service agent and guide…all rolled into one very real Hotelier at the other end of the line. The ultimate mix of tech, personal touch and convenience…

Interactions with ‘animated humans’ always leave something to be desired…however, perhaps with this new emerging tech, we simply won’t be able to tell the difference!

Good thing or bad…you decide.

Transparency, the Internet and good hospitality – All the hotel’s a stage…

We accept the reality of the world with which we are presented. We’ve become bored with watching actors give us phony emotions. We are tired of pyrotechnics and special effects. While the world he inhabits is, in some respects, counterfeit, there’s nothing fake about Truman himself. No scripts, no cue cards. It isn’t always Shakespeare, but it’s genuine. It’s a life. – Christof (Ed Harris): The creator of The Truman Show

You may remember the above dialogues from an old big screen favourite, The Truman Show, released in 1998. The movie is above an insurance salesman who discovers his entire life is actually a TV show. While the comedy and irony of the script is quite entertaining, who amongst us has never felt like they were being ‘watched’? Whether it’s the TV version of ‘Big Brother’ or something out of the catacombs of government surveillance, the world’s become a big stage…but just who’s watching who? And what in the world does this have to do with hospitality?

You’ve got to agree that the way hotels work today are far removed from the inns of yore. Consumer access to information and improved transparency, at least in the shadowy world of pricing, has made many a ‘Basil Fawlty’ squirm and shudder. The Internet has been a great equalizer, but how far have we come…and what can hoteliers expect in the future?

Continue reading “Transparency, the Internet and good hospitality – All the hotel’s a stage…”

Will Artificial Intelligence spell the end of the TripAdvisor Model?

Travel and Hotel Reviews…love ‘em or hate ‘em, they’re here to stay. The question just begs to be asked though…just how long will the user-generated model of referrals really last?

TripAdvisoris used as an example in this article because its simply too big and too well established to ignore. However this piece is not aimed at the company (to be perfectly fair, I love TripAdvisor and have used it on many occasions to find and book accommodations in strange and foreign lands). There are various other travel and hotel booking websites, guides and online travel agencies that also incorporate user reviews to add an element of trust and ‘referral credibility’ to their products.

Image Source: Compete Inc. “Consumer Generated Content in Travel” 2007. Not surprisingly, 82% consumers in the survey indicated they trust other consumer opinions over what a hotel had to say about itself. But interestingly enough, even now, less than 70% really trust the information and barely 51% feel that TripAdvisor content is unbiased.

Continue reading “Will Artificial Intelligence spell the end of the TripAdvisor Model?”

Hotel Referral Marketing – Hotel Guests are a key Distribution Channel of the future

Article published under the name “The million dollar hotel marketing idea that’s been staring you in the face!”

I’ve been racking my brain for the last few weeks over what to write about. The interesting thing is that it’s not lack of choice that’s been the trouble…it’s too much of it! From the excitement caused by US underdog Barack Obama’s win and the promise of a brighter political future… to CNN’s Wolf Blitzer causing a buzz with his first-ever “holographic” interviews in the newsroom, there’s been plenty going on to keep techies and armchair futurists abuzz. And while CNN’s holograms weren’t really holograms when you cut to the chase…one development is very real…the advancing global recession that we’re slowly coming to grips with.

Hospitality media has been filled with reports about dropping profits margins, especially in hard hit areas and suggestions to hoteliers on how to best tackle the market situation, i.e. tough it out, work smart and dust off your selling shoes. What surprises me, though, is that while the hotel industry continues its distribution war with online 3rd parties with super-deep advertising pockets, it still continues to ignore its most lucrative booking distribution channel…its guests!

Continue reading “Hotel Referral Marketing – Hotel Guests are a key Distribution Channel of the future”

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