Since 2007, NAVIGATE has been one of many main annual hospitality occasions within the U.S. This month, Revinate wrapped up NAVIGATE 2023 with over 250 Revinate clients and practically 350 attendees to share views from visitor knowledge to the trade’s digital transformation.
We had the distinction of listening to some wonderful audio system, together with our keynote speaker, Debra Searle. Searle rowed solo throughout the Atlantic Ocean and used her expertise to ship a robust message about resilience and selecting our angle on a regular basis. It’s an concept that’s actually translatable for hoteliers immediately amidst challenges and shifts inside the trade.
Whereas many concepts emerged from this yr’s occasion, 3 stood out as extremely impactful for driving direct bookings and bettering lodge enterprise.
What you will notice right here
- A Buyer Information Platform is vital for understanding visitor knowledge
- Omnichannel communication is significant for each lodge division
- The trade’s transformation and restoration is underway
A Buyer Information Platform is vital for understanding visitor knowledge
It’s no secret that the usage of the Buyer Information Platform (CDP) is rising in reputation. The truth is, the marketplace for CDPs is projected to extend by $19.7 billion by the top of 2027.
A CDP combines and centralizes knowledge from numerous sources to offer an correct and in-depth view of the client. It’s the one device that focuses on the client expertise to establish touchpoints like preferences and intent, whereas additionally sharpening messaging, supporting advertising features, and strengthening connections with friends.
Many audio system at NAVIGATE 2023 highlighted the significance of amassing and organizing visitor knowledge by utilizing an answer like a CDP.
With this expertise, hoteliers can enrich visitor profiles from the information they’ve collected. Then, they’ll assemble hypersegmented audiences to focus on with elevated precision. And this knowledge turns into actionable as hoteliers activate data-driven campaigns in numerous communication channels corresponding to e-mail, voice, internet, message, and even Third-party apps. A CDP actually helps an omnichannel buyer expertise in order that hoteliers can improve their income.
And since a CDP solely gathers first-party knowledge, the privateness of friends is preserved as hoteliers proceed to develop their distinctive profiles.
With ever-evolving visitor preferences and the necessity for strategic communication, a CDP is turning into a superior resolution to realize these targets and deepen hoteliers’ understanding of their friends.
Omnichannel communication is significant for each lodge division
Gathering clear, sturdy visitor knowledge is simply a part of a lodge’s general enterprise technique. How we talk that knowledge turns into transformational.
Not solely ought to visitor messaging be personalised, it must be delivered on a number of channels. Andrew Ladd, Company Director of Advertising and marketing and Ecommerce at Noble Home Motels & Resorts (NHHR), echoed this concept on the NAVIGATE major stage. Ladd described how the NHHR portfolio segmented by reserving and stay-based knowledge to craft personalised promotions. They then strategically deployed these promotions throughout their social media platforms, in automated emails, and even on their web site.
Brenda Barré, Director of Cell and Digital Innovation at Caesars Leisure Company, supplied a variety of examples of the success of omnichannel communication in lodge operations. Barré took to the stage to elucidate how her group leveraged Revinate Ivy, a textual content messaging resolution, throughout their portfolio to advertise property facilities, counsel room upgrades, increase on-line evaluate scores, and improve operational efficiencies. Caesars Leisure was not solely in a position to drive income with Ivy, however they have been additionally in a position to talk with friends on the channel that 68% of customers desire.
And that’s the target with omnichannel communication — establishing deeper connections with friends. The visitor journey is a dynamic expertise, so speaking on the proper time, on the popular channel, makes all of the distinction for friends. It’s about relevance.
The trade’s transformation and restoration is underway
All through the convention, every session mirrored the modifications hospitality is experiencing from improvements in lodge expertise. The trade is continuous to recuperate put up pandemic and expertise has solely enabled that progress.
Speaker, Farhan Mohammad from Amazon Net Companies (AWS), a Platinum sponsor of NAVIGATE 2023, delivered a mainstage session titled, “Accelerating Innovation in Journey & Hospitality.” Mohammad defined that the hospitality trade is ripe for technological disruption as 72% of journey and hospitality executives mentioned {that a} digital transformation was extremely necessary for his or her general technique and success.
We realized there’s a main alternative to boost and automate buyer experiences whereas rising operational effectivity. Vacationers anticipate superior service and embracing developments in expertise will solely exceed these expectations.
And as hoteliers proceed to undertake new applied sciences, this can assist help modifications in demand and occupancy.
Based on Emmy Hise, Senior Director of Hospitality Analytics at Costar, this yr occupancy charges are projected to achieve 63.3% and RevPAR is predicted to develop 3.7%. Whereas there may be nonetheless room for progress, there may be additionally an amazing presence of pent-up demand as elevated worldwide journey is predicted over the subsequent yr. Now’s the time for hoteliers to take full benefit of journey restoration and make the most of their lodge expertise to strategically goal these friends.
A glance to the long run
NAVIGATE 2023 introduced a magnitude of considerate discussions and distinctive views that attendees can leverage for progress. With over 15 talking periods, greater than 25 panelists, and a various group of Revinate sponsors and clients, this yr’s occasion was actually full of trade insights.
Hoteliers walked away with instruments to drive direct bookings and develop their companies after reconnecting with trade professionals. The networking that occurred and the connections made within the 2.5 days of NAVIGATE are invaluable.
We will’t wait to see what occurs at NAVIGATE 2024.
About Revinate
Revinate empowers hoteliers to instantly join with their friends.
Our Visitor Information Platform and communication options unlock income for hoteliers and put them answerable for the total visitor expertise — preliminary analysis, reserving, check-in, all through the keep, and even after take a look at — all through the communication channels that friends desire, whether or not it is voice, textual content, e-mail, or internet.
Greater than 12,000 accommodations globally financial institution on Revinate to drive direct income and ship pleasant visitor experiences.
Ask us how we do it. Go to our web site to get a demo.
Sanjana Chappalli
VP of Model Advertising and marketing and Communications
Revinate, Inc.
