Las Vegas played host to this year’s Amadeus Hospitality Customer Conference, where hospitality professionals, customers, employees, and partners gathered to share experiences and learn about the new trends in the hospitality industry.
This year’s customer conference is very special as we unite under one brand “Amadeus” inclusive of all new members of the Amadeus hospitality family, hotel SystemsPro and Itesso. The Amadeus Hospitality Customer Conference is specially designed to provide attendees with the opportunity to network, learn, collaborate, engage with thought-leaders, and gain new skills that will gear them up for success in the exciting future of the hospitality industry.
Main talking points
The industry’s changing landscape was a popular topic of discussion throughout the general sessions, and developments including OTAs adding reward programs, mega mergers, and the shared economies model were at the forefront of these conversations. Conference attendees were keen to explore this new reality facing the hospitality industry and I was encouraged by some of the dialog that came out of this discussion as we strive to help the industry to adapt to these changes and gear them up for successes
Another topic of particular interest throughout the day was the changing profile of hotel guests and how millennials will play a significant role in shaping the future of how we traditionally provided the hotel guest with various services that matches their profile and personal preferences. As demographics change, by 2020 millennials will represent approximately 46% of the work force in the United States. This new hotel guest is more tech savvy, always connected, and more informed than ever before with access to online reviews and social media.
Accordingly, these guests expect a much higher level of recognition, transparency and, most importantly, a higher level of personalization. Attendees agreed that these expectations cannot be ignored and hospitality offerings need to adapt, to accommodate the changing behaviors of these new guests. At the event, we saw an interesting demo of Apollo, a humanoid robot capable of assisting guests in booking dinner reservations or to navigate the city – powered by ChartaCloud Technologies. Watch the short video:
The power of social media
Social media reviews were discussed at length and it was highlighted that more than 80% of guests say reviews make them feel more confident in their travel decisions. While researching places to stay on TripAdvisor, the majority of people read at least 6-12 reviews before making their decision. Talks among attendees centered on the opportunity for the hospitality industry to use technology to create personalized experiences to reflect positive reviewers.
We also had the opportunity to talk about our solutions and how we’re consolidating our expertise and our technology to provide hotels with unified systems that have the power to cover all aspects of hospitality while remaining, modular, open and flexible. For example, how our Service Optimization Solution (HotSOS) can facilitate guest communications from phones and keeping track of guest preferences from previous stays, hospitality players can delight their guests by meeting all of their preferences the next time they stay with them.
Overall, it was a pleasure to engage with so many members of the hospitality community and I was especially proud of the great participation in our special “Amadeus Gives Back” activity to help members of the local community in need.
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