Next-gen hotel guests have arrived: The changing guest experience
Travel, Hospitality, & Leisure
March 7 | 2 p.m. ET | 19:00 GMT
Host: Guy Langford, partner, Deloitte & Touche LLP
1 Overview CPE credit | Specialized Knowledge
The pace of change in the hospitality industry has accelerated along with guest preferences and expectations. Features that used to distinguish hotels from one another have become mere basics. How are hotels differentiating through tailored guest experiences and fully knowing and understanding their guests? We'll discuss:
- Current perceptions of guest experience (GX) in the hotel industry.
- Key experiential elements that hotels can draw on to define their GX.
- Actionable tactics for how hotels can change the experience they offer and the capabilities needed to do so.
Participants will learn results of a recent Deloitte hotel guest survey and explore ways to help turn GX strategy into productive outcomes.