1、Unlocking Revenue:How Hoteliers Build Profitable Guest RelationshipsWith research from:Unlocking Revenue:How Hoteliers Build Profitable Guest Relationships2TABLE OF CONTENTSTable of ContentsC H APTE R THRE EPutting It All Together.22Introduction.3Assessing The Current State of Hospitality.4C H APTE

2、R ONEBuilding Guest Relationships.15C H APTE R TWOUnlocking Revenue:How Hoteliers Build Profitable Guest Relationships3INTRODUCTIONSuccess in hospitality comes down to knowing your guests well so you can serve and delight themand drive profit for you.That has always been the recipe for success in th

3、is business,but today hoteliers face a unique mix of challenges and opportunities in doing this,from increased demand in many markets and segments to accelerating operating costs that squeeze profit margins.In this dynamic environment,we wanted to learn how the best hoteliers are building strong,pro

4、fitable guest relationships,from the first digital advertising touchpoints to on-property service to engaging guests after they depart.To understand this,we commissioned a research study of hoteliers around the globe to quantify the state of guest experience today.This report summarizes the research

5、 conducted and offers you the unique opportunity to learn from your peers other hotel managers around the world who are facing challenges similar to yours.IntroductionBy understanding how they are engaging their guestsand what is working in doing thisyoull get actionable insights to improve your ope

6、rations.This report covers pre-stay,on-property,and post-stay guest engagement strategiesas well as the use of data and the financial impact of guest engagement strategies.Theres a lot well cover here,so lets get started!C H A P T E R O N EAssessing the Current State of HospitalityUnlocking Revenue: