To map all this to an individual they
would tag your name, social media
account, phone number, address, IP
address, devices etc., in effect, your
Digital DNA. This way, they can
improve their product, their business
and predict future growth, streamline
operations, train staff, and elevate
service levels. They can also upsell
you and know whether to do it before
or during your stay or perhaps, you
don’t want to hear from them at all
once you have left the property.
They will also know if you prefer to
communicate via short texts, mobile
or on social, helping to drive business
and marketing decisions.
With an anticipated 20 hotels by
2020, Nobu is working to convert
their original restaurant customers to
hotel guests with data accumulated
from all different kinds of sources over
the last 20 years.
They are launching an adaptive website
which is the next level of technology
that changes shape across different
devices, much more effectively than
the current responsive websites. It will
also change over time as it machine
learns your behavior, putting content
in front of you that is relevant to your
personal profile, using all the data they
have collected on you.
The panel session, Hotel Tech
Innovating the Guest Journey with
Hotel Owner Christophe Mendjel of
Hôtel Paris J’adore, James Geneau,
VP of Marketing, Benbria, David
Goldstone, President, The Americas
for DigiValet and moderated by Rohit
Verma, Dean of External Relations,
Cornell SC College of Business
highlighted how technology and
automation needs to be seamless. If
it takes more than a few seconds, it
is not going to be a frustration-free
experience for the guests. Christophe
mentioned a few ways in which
they have incorporated technology
and automation into his hotel Paris
J’Adore, where the guest is able
10 ILHA