Hoteliers are now investing in technology to build better customer profiles

Delivering the right guest experience

A positive guest experience is the main criteria travellers use to select hotels, far outweighing price and location. If anything, a hospitality company’s biggest asset is not its properties — which may be leased — but its guest profiles. The problem is that with technology playing an ever greater role in every industry, guest expectations have changed fundamentally. The days when clean sheets and a well-stocked minibar were enough to ensure a satisfied customer are long gone. Every hospitality brand, from the budget chains to top-end luxury hotels, is facing the same key challenge, namely how to obtain the right