Transforming Guest Experiences with Real-Time Data
The hospitality industry is a complex and fast-paced world that requires seamless integration of different systems to provide a personalized guest experience. However, managing and processing large amounts of data from different sources such as bookings, operations, and customer preferences can be challenging for hotels and other accommodations. The COVID-19 pandemic has further highlighted the need for hospitality providers to accelerate their digital transformation and leverage technology to increase revenue opportunities and operational efficiency. In this blog, we will explore the new real-time requirements of the hospitality industry and how a hyper-distributed cloud can help meet these demands.
The journey to a data-driven guest experience
Accessing and managing customer data is a complex challenge for hotels, resorts, motels, bed and breakfasts, home sharing/rentals, or even local attractions, given the variety of systems involved in the booking process. For example, when a customer makes a reservation through an Online Travel Agency (OTA), the reservation data is transmitted to the property’s Channel Management System (CMS), which updates the inventory and pricing information in real time.
This data has to be bi-directional; if a traveler comes to the hotel without a reservation, the front desk needs to update the Property Management System (PMS), or Central Reservation System (CRS), which then needs to update inventory on the CMS so that online OTA inventory remains up-to-date.
Hospitality accommodations require a unified and real-time view of data to make instant changes across all data points to accommodate competitive demand, customer preferences, or weather and property issues.
Going beyond points programs with content personalization
The hospitality industry was a pioneer in the beginning of modern personalization by starting loyalty programs that could be used with frequent flier points over 30 years ago. However, they face a significant challenge in managing the vast amount of transactional and operational data that is generated from different sources, including search results, parameters, and getting access to third-party data from affiliates.
You don’t need alchemy to change an ocean of complexity with a thousand small rivers into a sea of gold. By leveraging this data with real-time data synchronization and analytics, hospitality organizations can gain valuable insights into guest behavior, preferences, and needs. This information can be used to personalize guest experiences, optimize pricing strategies, and improve operational efficiency while leaving you poised for more revenue opportunities.
Navigating global data privacy and compliance requirements
Hospitality entities are increasingly concerned with data privacy and security with regulations such as the General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and Personal Information Protection Law (PIPL), particularly when it comes to guest data. Macrometa can help you adhere to data governance regulations globally with geo-pinning, data encryption, access controls, and data anonymization features.
Real-time personalization, data synchronization and protection for guest-centric experiences
Personalization, real-time data synchronization, and data protection are critical to providing guests with exceptional experiences. Macrometa's Global Data Mesh is an interconnected and distributed way to store, access, and process data wherever it’s needed. By using real-time data and low-latency Edge Compute, hospitality entities can analyze information on guest preferences, behaviors, and needs to provide highly personalized recommendations to help increase revenue growth. By implementing Macrometa's advanced Data Protection measures, hotels can comply with regulatory requirements and safeguard guest data while increasing operational efficiency. For more information about our Hospitality Solutions, schedule a call with a solution architect, we look forward to speaking with you!
Photo by Sara Dubler on Unsplash