How today’s hotel operations must change to cater

to tomorrow’s travellers…

This is a box…This is a box…

This is Iconsulthotels…

Making hotels more social and innovative – online & offline! Purveyors of fresh operational

thinking, helping you to exceed your guests’ expectations.

How today’s hotel operations

must change to cater to

tomorrow’s travellers…

• Passive Consumption

• One-Way Communication

• One Thing at a Time

• Sharing & Interacting

• Multi-Way Communication

• Everything at the Same Time

Source: tnooz.com

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• Third Place Working / #workshifting

• Outernet

• Data Era & The Power of Data

• The Sharing Economy

“A hotel wouldn’t

be such a bad

place to work if it

wasn’t for the

guests…”

“I do not want a degree in quantum

engineering; I just want to use

the shower!”

“But the system says

you wanted to be

woken up at 3.30

a.m.!”

• “Always on”

• Impacts entire guest lifecycle

• What’s the trade-off?

• Value rather than gimmicks?

Guinness world record holder & explorer…

• The end of the fruit basket

• Smart Luxury

• Useful or overwhelming?

• A chance to save?

• The age of random

excellence?

From silos, lack of communication, multiple handoffs…

Cross-functional roles, high collaboration, results oriented…

Success requires cross-functional feedback loops & teams:

Yesterday Today

“Hotels are what they say they are”

“Hotels are what people say they are”

Full Control Loss of Control

One Size Fits All Tailor-Made / Customized

Marketing Department We’re all in marketing now!

Not enough data Too much data?

89%

“What prevents change in the hotel you’re currently working in?”

Sources & areas of change

Yesterday Tomorrow

Corporate The Suits

Leisure Weekenders

Government Bloggers & Digital Sparks

Meetings & Incentives Affair Havers

Tour Operators Workshifters

Not all guests are created equal…

Source: ingenesist.com

•Welcome to the age of random excellence

• Our structures! They need to change!

• Listen! No, really listen!

• Recipe: First add guests, then season with technology