Success in hospitality comes down to knowing your guests well so you can serve and delight them—and drive profit for you. That has always been the recipe for success in this business, but today hoteliers face a unique mix of challenges and opportunities in doing this, from increased demand in many markets and segments to accelerating operating costs that squeeze profit margins.

​

In this dynamic environment, we wanted to learn how the best hoteliers are building strong, profitable guest relationships, from the first digital advertising touchpoints to on-property service to engaging guests after they depart. To understand this, we commissioned a research study of hoteliers around the globe to quantify the state of guest experience today.

​

This report summarizes the research conducted and offers you the unique opportunity to learn from your peers— other hotel managers around the world who are facing challenges similar to yours.

​

By understanding how they are engaging their guests—and what is working in doing this—you’ll get actionable insights to improve your operations. This report covers pre-stay, on-property, and post-stay guest engagement strategies—as well as the use of data and the financial impact of guest engagement strategies.

​

There’s a lot we’ll cover here, so let’s get started!

• Assessing The Current State of Hospitality
• Building Guest Relationships
• Putting It All Together