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A 360° view of the guest

When all transactions are aggregated into a 360° view of the guest, the hotel or resort can execute targeted marketing at all touch points. When exploited correctly, a 360° view makes the staff aware of the guest and eager to serve.

An immersive guest experience creates a unique brand: at all points, guests receive messages that boost the brand experience. As guests respond, the company gets to know each one better. Over time, the service delivery is more and more customized and personalized, thereby enhancing guest loyalty and potentially boosting revenue.

Meet the author

Scott A. Rosenberger

Scott A. Rosenberger

US Leader | Aviation & Transportation

Scott A. Rosenberger, principal, Deloitte Consulti...More

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Travel, Hospitality and Leisure

Learn about Deloitte's Travel, Hospitality and Leisure practice and key issues affecting the sector.


Guy Langford

Vice Chairman & US Leader | THL


Scott A. Rosenberger

US Leader | Aviation & Transportation

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Building Enduring Relationships with High-Frequency Hotel Guests and Millennials

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