Where to begin?
In popular culture, the sight of a hotel literally “knowing the guest” often appears as the sign of top-notch service. What if that was only the beginning of an even more sophisticated, more customised way to make every guest’s every visit match expectation?
The hotel guest experience landscape
Hotels are mastering the basics, but guests have no reservations about demanding more. The principle of knowing guests is and has always been, at the core of understanding and delivering an exceptional hotel guest experience. What does exceptional mean in this context? It means to be that little bit better than your peers in the industry to make the guests come back to you!
The concept of having intimate knowledge of, and 24/7 attention on the Guest Experience is being realised in new and different ways. Today, a hotel’s customer experience strategy must focus on delivering the exceptional high-touch hospitality guests are used to, while also focusing on the one-click, right-this-instant utility they receive from other industries. In order to win and retain guest preference, hospitality institutions should be more thoughtful about how people and technology, powered by insights, weave together to deliver authentic hospitality.
8:45 A.M. Registration & Networking
9:00 A.M. Welcome: Formal Introductions
9:30 A.M. Inspire: Video on Marriot Customer Experience
10:45 A.M. Explore: Rotated Group Discussions
12:00 P.M. Debrief: Synthesised Takeaways from the Day
12:30 P.M. Reflect: Concluding Remarks
1:00 P.M. Event Concludes
Event Details :
Date: 30 April 2019
Venue: A-loft Hotel, Kuala Lumpur Sentral