Back To News/PR Index | | Reaching for the Future: Innovation, Upselling and Delighting the Guest By Jason Bryant, Founder, CEO, Nor1 | | “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos | | There’s no substitute for delivering outstanding accommodations – and excellent service provided by a courteous, attentive staff that anticipates guests’ needs. What if you could anticipate your guests’ needs even better? What if you could connect more directly with them, in a personalized, dynamic relationship – inspiring them to enjoy every aspect of your property’s offerings, from restaurant, to spa to ancillary services and even off-property attractions? Today, for the first time, technology is making it possible. The innovation has its roots in the fields of Big Data and Predictive Analytics, which are growing at a rapid clip. Combing through millions of transactions, aggregating data, and using data gathered from guests’ past stays, travel purchases and expressed interests, hotels are coming closer and closer to being able to anticipate each guest’s desires – and deliver them offers that meet their needs in real time. Hotel companies and brands can now access technology that identifies variables and interactions that matter most when applying pricing and merchandising strategies to upsell offers – and then communicate the offers to the guest effectively and in a timely manner. The Case of the Late-Arriving Traveler Let’s take an example. A weary business traveler from across the country checks into your hotel at 8 PM one winter’s night, later than expected. His flight was three hours delayed, and he has put in for a wake-up call at 5 AM. He is staying alone, and checking out two days later. Is it reasonable to assume this guest might be interested in a warm meal, delivered to his room or accessed quickly and easily on property, soon after check-in? Might he also be interested in local transportation to his early morning meeting the next day? What about a relaxing spa treatment after he concludes his long day of meetings the following day? The ability to understand the context of this guest’s visit could be invaluable to you, as a hotel owner or operator. To do so, it’s important to create a mindset that thinks of the guest interaction not just as a booking or reservation – but as a continuum of experiences and touch points that define his stay at the hotel. Knowing the kinds of upsell offers to make, and making them at the right time, in the right way, not only open up new revenue opportunities for your hotel – it can also make his stay that much more enjoyable, and fulfilling. From Booking to Check-Out All this can mean a happier guest for your hotel. Greater guest satisfaction across the board. More loyal customers, and return customers. And yes – ancillary revenue that comes from the traveler taking advantage of the many services your hotel has to offer. At Nor1, we are building on a history of innovation to create technology solutions that make this possible, through a data-driven pricing and merchandising engine that is unique in the hospitality industry. We’ve already pioneered in creating solutions for upselling rooms (www.nor1.com/solutions/estandby-upgrade). Now, we’re turning to the whole breadth and scope of the guest’s experience during her stay on property, beginning at booking and extending through check out. And we have only just begun. It’s all based on the conviction that it’s critical for you, the hotelier, to get to know your guests’ needs better, and deliver on the all the potential your property and local destination has to offer. We look forward to updating the industry on our progress in the weeks ahead – as we collaborate to take personalized communication, guest satisfaction, and hotels’ upselling capabilities, to new heights. About
Nor1, Inc.
Nor1 is creating the fusion between technology and guest experience. It’s that combination of expertise and skill that have set Nor1 apart and continues to attract technology’s most distinguished investors such as Concur (CNQR), Goldman Sachs and Accel Partners. For more information, please visit www.nor1.com. Media
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