Guest Experience and Innovation

By Rashmi Arora Ekta Khullar P. S Gopinath Dharmender Lamba Amit Lakhanpal

Agenda
Understanding our guest and Guest experience cycle. Our guest experiences. Innovative ideas that have amazed the guests. Our recommendations. Next is what?

 What was the last great experience you had?

What made it a great experience? What was the feeling it gave you?
Was it a small human touch?

Understanding our guests

Guestology
Understanding our guest expectations Helps us profiling guest preferences Allows to anticipate guest needs

G R E A T Experience

Our Touches
Revival of wedding vows - The Oberoi Udaivilas Pick and cook- The Oberoi Vanyavilas Tandoor bar- The Oberoi Rajvilas In Room dining feedback Trident Jaipur Room Key card with map Trident Gurgaon Welcome kit for Indian guests- The Oberoi Amarvilas
Business has never been tougher than it is today. The only businesses that are surviving with long term sustainability are fanatical about differentiating themselves through the guest experience they deliver..

Innovative ideas that have amazed guests!

Lost and found handling at Hyatt. New wake up call at Hyatt Cambridge. Color coded Do Not Disturb cards and valet tickets at Ritz Carlton, Florida Service One at Taj Hotels Pre set room temperature as per guest preference at Mandarin Oriental Taj, Blue Diamond Pune

Innovative ideas that have amazed the guests!

Dentist story Happiness at your door step at Marriott Hotels Interactive room planner on hotel website. Business lunch at a hotel in Singapore Pet Goldfish Binoculars with a geographical map of the area as table mat

Recommendations
Interactive Website
Virtual concierge Log in Id for repeat guests Capturing guest details and preferences in website

Empowerment at Oberoi Contact Centre

Chauffeur details sent to guest 3 hours prior CAR

I pad in the car E maps Digital menu Check in the car Reconfirming guest preferences

Next is what
Guest of 2020
My stay. My choice. I stay. I sell. One me. I can teach the chef a thing or two.

Next generation guest experience

Thank you

You can say what you want about who you think you are, but people believe what they experience
- Jack Mackey, Vice President Service Management Group