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Hotelier Indonesia

The Art of Selling to Three Generations

Contributed by Estella Hale, V.P. of Product, SHR

“To get your guests where they want to go, you need to first know where they’re coming from.” —Catlyn Origitano, Sojern\

In an increasingly competitive market, truly knowing and engaging your guests has never been more important, and that includes understanding their generation. According to a recent Gallup study, fully-engaged guests spent $588 per visit compared with $403 per visit for actively-disengaged guests.

But only one in five guests reported being fully engaged; Millennials 20%, Generation X 22%, and Baby Boomers 25%. However, these low engagement numbers translate into a huge opportunity for hoteliers. In a recent webinar, Sojern’s Sr. Content Marketing Manager, Catlyn Origitano, and myself walked our audience through this opportunity by understanding, reaching, and engaging hotel guests from every generation.

By understanding who they are, why they matter, and how to appeal to them, we unlocked some practical keys to converting more of each group more often. Millennials: “M” is for Mobility This much-talked-about group, born between the early 1980s and late 1990s, are a prized market these days, not just for their current spending patterns, but because they are poised to be the largest-ever consumer generation, currently spending upwards of $200BB in goods and services annually.

They’re also 23% more likely to travel abroad than any generation before. With our sharing economy, it may sound surprising that a full 58% prefer full-service hotels in that travel, with only 11% preferring Airbnb type services. They also tend to be research and reward-oriented with loyalty programs, though not necessarily brand loyal.

 Growing up in the social networking, smartphone era, Millennials, also known as the Digital Elite, are likely to forgo the help of travel agents, opting to book their own online flights and accommodations, with 85% checking multiple sites. Catlyn noted that this number may point to an interesting tendency.
“It’s the Fear of Missing Out also known as FOMO,” she said. “They want to make sure they are getting the best price, location, etc. to assuage their anxieties over not getting the best experience.” Considering that 46% book travel through a smartphone or tablet, and 74% search for travel related info on their mobile phone, it’s also all about using mobility to capture that experience.
How do you convert them? Serve that love of mobility across all devices as Millennial travelers hit the road, so you are still engaging with them whether they’re in their cars or in your hotel parking lot looking at reviews. Make sure your content looks good on all devices, especially smartphones that can tend to become distorted.

Get them to convert “in the moment” with persuasive messaging. Make sure to use instant gratification techniques from your booking engine, like strike-thru, so they can see immediate benefits. Since they interact heavily with apps, try to capture that look and feel on your site. Ready to learn more about selling to three generations? For more details, contact us at [email protected] 

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Hotelier Indonesia

SHR Innovation Summit 2017— Shaping the Future of Hospitality

SHR is founded on the belief that companies have an obligation to invest resources not simply for their own benefit, but for the benefit of their clients, and in a larger sense, for their industry and the world. It is through this belief that SHR has simplified the growing complexity of hospitality distribution technology as much as we have while helping hotels get the most out of that distribution.

Yet, with our newfound growth, both in capital and personnel, we knew we had an opportunity, even an obligation, to do more. But we would need to stay away from the typical conference environment of product pushing and upselling. We would have to create something new that would be about the participants and not about SHR.

With this fresh mindset, SHR recently held its first Innovation Summit in Houston, Texas.

[Access the blog and video]

Hotelier Indonesia

Enhance your guests' experience with a phone systems perfectly suited to hotels

Smart Communications for SMBs
The UNIVERGE® SV9100 platform is a new system, with new handsets and new applications to empower your workforce. Built on the back of the award winning SV8100 technology, the SV9100 provides double the system capacity, yet remains cost effective from 10 to over 800 users.

Serving the Hospitality Industry with Advanced IP and Analog Telephony Solutions Worldwide
AEi brings cutting-edge telephony solutions to the most prestigious hotels and resorts worldwide. Our feature rich telephones exceed the expectations of the most demanding hoteliers with high quality, impeccable workmanship and stylish products. At AEi your satisfaction is our priority

PT. Bytel Sarana Telkomindo are the distributor of telecommunication system, providing our clients with the best solution and value on the market.

Jl. Utan Panjang Timur Raya no.6A
Komplek Ruko Klinik Anggrek
Jakarta - 10650

Phone : (021) 42888767
Fax : (021) 42888768
E-mail : [email protected], [email protected]

Hotelier Indonesia

High-Tech on the Go with VHPmobile
I n line with the newest trends in technology, PT. Supranusa Sindata has developed new mobile applications to enhance the VHP Property Management System enabling users to operate the software from mobile devices such as iPad. VHPmobile gives flexibility to work whenever and wherever you want.

VHP newest innovation helps the hotel to increase their service quality and frees valuable time. It equips the front office team with a powerful tool to serve guests with faster check-in process and enriches the guest’s experience.

The check-in feature on VHPmobile enables the Front Office staffs to provide guests its best service even at high occupancy level. With VHPmobile check-in, hotels can check-in the guests in real time and from any location. It is fully integrated with the VHP Front Office Management System. The user can view and let the guests sign the registration form and guest bill directly on the iPad.

Developed with a colorful and vibrant design, VHPmobile provides a friendly user interface with essential functionality at the user’s fingertips.

VHPmobile also features a Reporting iDashboard which is a powerful platform for the hotel’s managerial level and/or owners that allows the user to identify trends, monitor the hotel’s performance and track sales at-a-glance. With the interactive intelligence, powerful visuals and user friendly interface, hotel professionals are enabled to visualize the data in interactive charts with wide variety of statistical listing reports on real time basis.

Another highlight feature is the Mobile POS. It is an extension of the VHP Point of Sales (POS) module and designed to enable user to provide highest service level on the go. It gives the user more effective ways to find an empty table that is ready for the guests, create new orders, store and send the order details directly to the kitchen printer

The upcoming VHP mobile Housekeeping is designed to help alleviate Housekeeping staffs tasks and to speed up the work process. It will feature functions such as changing room status, room queue, move around time tracking, linen count, minibar posting, view guest profile and preferences, lost & found, performance reporting etc. Tasks sheets created by Housekeeping supervisor can be allocated automatically to the staffs. Attendants receive the Tasks sheets on their mobile device with details of preferences etc. On real time basis the supervisor knows which rooms to inspect. With seamless integration to the VHP Front Office Management System, room status is automatically updated once rooms are cleaned and inspected.

For more information please contact us at +62 21 451 3678 (Jakarta) / +62 361 849 7960 (Bali)
PT. Supranusa Sindata will participate in Hospitality Management Tourism & Food Industry Conference exhibition at Inna Grand Bali on 6-8 September 2017 (Agung Room, Booth A32). See you!

PT. Supranusa Sindata will also participate in International Hotel General Manager Conference and Exhibition at Bali Nusa Dua Convention Center on 20-22 September 2017 (Stand no. 108).