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Opinion and Insight

Investing in Tech Will Help Hotels Win Back Power from Online Travel Agents

Martin Jordan on bringing a more personalised customer experience

Investing in Tech Will Help Hotels Win Back Power from Online Travel Agents

Martin Jordan, head of innovation at creative agency Equator, has outlined how the industry can enhance margins and bring a more personalised customer experience in his paper ‘The hotel in the clouds – Paths to innovation in hospitality’.

Jordan believes by harnessing the power of good data and connecting systems intelligently, the hotel industry can significantly decrease OTA’s market share.

Outlining how hoteliers can build consumer brand loyalty, the report focuses on the efficiency and intelligence of cloud-based property management systems and owning the customer relationship on mobile.

The head of innovation also explores how AI-driven chatbot technology and smart UX can bring a more meaningful service for customers.

Investing in tech will help hotels win back power from Online Travel Agents

Jordan on bringing a more personalised customer experience

Equator is a creative agency that connects brand, marketing and technology to deliver more effective experiences. The company believes only innovative ideas built on meaningful connections can make the most of these opportunities, resulting in big numbers that truly transform brands.

The agency – which has offices in Glasgow, London and New York – has significant experience in the hotel industry, working with Village Hotels, Hotel du Vin & Bistro, Gleneagles, Malmaison, Rocco Forte Hotels, Dalata Hotels and Crowne Plaza.

Recent innovative work includes helping Village Hotels be the first in the UK to roll-out the Amazon Alexa as a virtual concierge service.

The Amazon Echo Dot has been customised by Equator’s Innovation team to allow guests to ‘Ask Village’ a range of questions including sharing restaurant, pool, gym and spa opening times, things to do in the local area, checkout times and delivering wakeup calls. Plans are in the pipeline to expand Alexa’s capabilities even further.

Discussing the paper, Martin said: “The UK hotel industry has long been an early adopter of new technology, unafraid of venturing into the unknown to secure a better experience for customers.

“Now is definitely the time for hotels to show that attitude and act - there has never been this level of technological capability available at such a low cost with so much potential.

“By leading the way in building a better experience for customers, brands can stand head and shoulders above the competition, countering increasing commercial pressure from OTAs and boosting profit margins.”

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Genre: Digital