Consulting Services for Travel, Hospitality & Leisure

Delivering a premium customer experience

The market for travel, hospitality and leisure offerings is unique. Purchases are largely discretionary, and options are vast. Consumers have room to be choosy, and providers must adapt to meet with their changing demands and sensibilities. Today, maintaining customer loyalty requires excellence across multiple channels and points of delivery. This is where Deloitte’s Travel, Hospitality & Leisure (THL) professionals can help. With experience across a range of sectors–including hotels and resorts, restaurants and foodservice, aviation and transportation, sports, gaming and shipping–we offer the strategic, financial, operational, human capital, and IT solutions for our clients to be confident in the delivery of a premium customer experience

2015 Travel, Hospitality & Leisure Industry Outlook

Backed by the current growth momentum, Travel, Hospitality, and Leisure (THL) companies are heading strong into 2015. Amid pent-up demand, it’s important that companies leverage technology to effectively respond to newer forms of competition and a globe-trotting wired customer. Guy Langford, Vice Chairman and U.S. Travel, Hospitality and Leisure leader, Deloitte LLP, shares his thoughts on the opportunities and challenges for the industry in 2015, as well as some steps companies can take to grow. 

Read more about 2015 Travel, Hospitality & Leisure Industry Outlook.

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360 degree view

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.

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Winning the race for customer loyalty

There is a distinct difference between a hotel customer who has enrolled in a loyalty program and a customer who makes regular, truly loyal use of the brand because of it. For most customers, only one brand “wins”—and the prize is a dedicated relationship that enhances revenue in the long term. The journey past that behavioral tipping point is part science, part emotion. To turn your customers into enthusiastic, even passionate brand devotees, you need to understand the patterns in how different travelers view and use rewards. And you have to use that insight to craft a program that stands above the ordinary and the expected.

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Meet the leader

Karen Bowman

Karen Bowman

Principal | Deloitte Consulting LLP

Karen is a principal at Deloitte Consulting LLP and the US Consulting leader for the travel, hospitality, and services sector. Karen has 28 years of professional and consulting experience across a bro... More

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