Anuj Chaudhry

General Manager of Grand Mercure Bangalore

The travel and hospitality sector has been constantly incorporating technology to enhance guest experience at various touchpoints thereby contributing to the top-line. Perhaps, the pandemic has been the major catalyst to accelerate digital transformation initiatives in the hospitality industry.

Digital transformation is far more essential now whilst the travel and hospitality sector is gradually recovering from the pandemic. However, what exactly is digital transformation? Digital transformation is the implementation of the latest digital technology into an organisation’s operations, processes and people to progress and optimize employee as well as guest experience. Our team members and guests are at the heart of everything that we do.

Technology has transformed guest’s expectations, preferences and behaviours. The modern, tech-savvy traveller is cognizant, empowered and wants to feel valued. So, how has digitization changed guest experience?

· Time efficiency for the guests and team members as we get to respond in real time.

· Seamless and user-friendly approach / communication across departments.

· Wider choice for the guest to choose from.

· Option for the guest to personalise their experiences.

· One stop shop via apps for the customer.

· Allows us to reach to a larger spectrum of people and target the right clientele.

· Better brand awareness at lower margins.

· Increased Cyber security and safety for our customers following GDPR.

· Enhanced technology at various touchpoints to increase operational efficiencies and customer experience.

· Consistency in digital deliverables thereby enhancing the brand experience.

Hotels / brands must be present at each step of the customer‘s digital journey so that it can lead to Awareness, Interest, Consideration and Conversion. It’s imperative that we embrace the new digital landscape so that we can exceed the guest expectations and improve the overall guest experience.