Hospitality Daily Podcast
From Micro Feedback to Macro Impact: The Future of Guest Experience - Danica Smith
Dec 20, 2024
Danica Smith, Founder of MorningStar GX and a leading voice in guest experience technology, shares her expertise on transforming hospitality. She discusses the future of hotel guest reviews in a personalized booking process and how influencer culture shapes reputation. The session highlights 'micro feedback' as key for guest interactions while addressing the balance of data gathering with personal touchpoints. Danica also touches on innovative loyalty programs and emerging travel trends, such as sleep retreats, reshaping memorable hotel experiences.
11:30
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Quick takeaways
- The increasing personalization in hospitality is diminishing the relevance of traditional guest reviews, prompting a re-evaluation of reputation management strategies.
- Innovative payment models and unique guest experiences are essential for hotels to adapt to emerging travel trends and consumer preferences.
Deep dives
The Evolving Role of Reviews in Personalization
The significance of guest reviews is scrutinized in light of increasing personalization in the hospitality industry. As personalized experiences become more prevalent, the need for traditional reviews may diminish, leading to concerns about the future of reputation management. The rise of influencers, who can rapidly affect a property's image with negative reviews based on their experiences, adds another layer of complexity to how reviews are perceived. This evolving landscape prompts reflection on how guest feedback will need to adapt to maintain its relevance amidst technological advancements.
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