LinkedIn Live | September 3rd 2024
Transcript
0:33
Today, we'll cover three topics. We'll introduce Jonathon and Verdi, discuss guest personalization, and explore Verdi's implementation of Obvlo in a Budapest hotel.
0:49
There will be a QR code for you to scan.
0:58
First, Jonathon, please share your journey with Verdi, from setting up your tech stack to building a chain from scratch.
1:12
Over to you.
1:17
Thanks, James.
A year ago, I joined the Corinthia Hotel group with a blank slate.
1:23
The mission was to create a new upscale lifestyle brand for the group, leveraging existing properties and expanding their growth.
1:38
It's not often you get this opportunity.
1:43
My CEO, Paul, and I discussed what today's customer wants. Post-COVID behaviors have changed. Everyone wants to travel.
2:00
We focused on personalization. While personalization has been around for a while, it's often been dictated by hotels.
2:23
We took a different approach. We know our customers and their preferences, but we want them to choose their experiences.
2:45
We provide curated recommendations, allowing guests to choose what they want. Our target travelers are experienced, seeking local culture and experiences.
3:21
Verdi hotels celebrate our people, culture, and destination, offering the best to our customers.
3:36
Brilliant. As you know, when Jonathon and I discussed Verdi's goals, I saw a perfect fit with what Obvlo does.
3:58
That's really interesting. In this journey, how difficult was it to find the right technology and build your tech stack?
4:16
It's been both fun and challenging. There are many great applications and systems available, but integration was the biggest challenge.
4:40
Having a great app is useless if it doesn't communicate with your hotel teams or central reservations.
4:57
The challenge was finding systems that could integrate seamlessly throughout the entire journey, from shopping to booking, pre-stay, pre-arrival, and the hotel experience.
5:23
Some tech partners have stepped up to the challenge. While we haven't perfected everything yet, we're making progress and will have everything integrated soon.
5:49
We want to ensure our customers have everything they need at their fingertips, regardless of their device or communication preference.
6:01
That's great. For those looking at the screen, that might be a picture of Jonathon in the swimming pool at one of Verdi's properties.
6:14
Jonathon, let's talk about Verdi. What properties do you currently have open?
6:22
That hotel is in Gizira. We also have properties in Malta and Budapest.
6:57
We plan to open four more properties in the next six months and aim for 20 properties in the next 3-5 years.
7:30
Can you share any upcoming destinations?
7:39
Not quite yet, but we'll announce three in the next 6-8 weeks. One is a beautiful beachfront resort.
8:00
That's a hint.
8:10
How are you finding it challenging to adapt to different destinations and commercial outlooks?
8:31
We focus on celebrating local culture. Our restaurant menus feature local producers and farmers.
8:54
While the dishes may differ between Malta and Hungary, the emphasis on local cuisine remains consistent.
9:06
Our teams provide recommendations and quality service.
9:21
Regarding AI, have you seen any exciting implementations in the hospitality industry besides Obvlo?
9:47
AI has been around for a while but hasn't been fully embraced.
10:00
We use AI for back-of-house tasks like RP bots in reservations.
10:31
AI automates tasks like arrivals checks, reducing workload and improving efficiency.
11:09
AI helps our front office teams by providing accurate information, allowing them to focus on welcoming guests and offering recommendations.
11:21
AI is about enhancing, not replacing, our people.
12:01
By making the experience easier and more fun, we can improve customer retention.
12:15
How does Obvlo fit into your personalized approach?
12:46
Obvlo helps curate local activities and offers flexibility for different travel personas.
13:37
We're also using Obvlo to replace physical hotel directories with a digital platform accessible via QR code.
14:33
Beyond Obvlo, we're using a customer data platform to gain insights into our guests' preferences and booking patterns.
15:35
Traditionally, the PMS was the source of truth, but our customer data platform offers a more comprehensive view.
16:33
We can enrich customer data with information from social media, loyalty programs, and other sources.
17:15
AI helps us identify patterns and offer personalized recommendations.
17:35
Integration and data security are key considerations when implementing new technology.
18:19
Thank you for sharing your insights. Let's now see a quick demo of your Budapest hotel's Obvlo instance.
18:42
Before the demo, could you share the hotel's segments?
19:08
We have a mix of leisure guests, families, corporate guests, and sporting teams.
19:49
Let's begin the demo.
[Continue with the demo section]
27:44
Thank you, Jonathon. This was informative. For those interested in trying Obvlo, please scan the QR code.
27:47
Jonathon, any final thoughts?
27:31
Embrace technology and experiment to find what works best for your customers and team.