This document discusses several mega trends in the hospitality industry driven by digital platforms, social media, and mobile connectivity. It notes that online travel agencies offer room rates that are 37-51% lower than direct bookings. Reviews and user-generated content are very influential for consumers. Hotels must manage their digital ecosystem and reputation to drive higher yields from direct bookings versus third-party bookings. Loyalty programs and storytelling through visual merchandising will also be important future trends for the hospitality industry.

1. Mega Trends
in
Hospitality…
….. By Rheema AUBEELUCK
Head of Quality, Training & Solution Optimisation

2. Cloud Social Mobile
THE$DRIVERS
Infrastructure
Networks
Connections
PLATFORM
THE$CHAMPIONS
The rise of
digital platforms

5. Mega companies
FUTURE TRENDS
SOURCE – EY 2017
Bigger and bigger? Better?
What’s the future?

6. Research in Mauritius
shows that OTA– ADRs are
between 37%-51%lower
than direct booking ADRs
Source– HospitalityPlus

7. AN INVASIVE WORLD

8. HYPER COMPETITION

9. TH E P O W ER O F R EV IEW S

10. “In an interconnected
world trust is the most
important currency
ever!” Eric Schmidt, Chairman
Google December 2015

11. “Reviews are the
base for social
commerce!”
Sucharita Mulpuru, VP Forrester Research
March 2012
Jeff Bezos, Founder Amazon
November 2013
“Reviews are the
biggest
conversion factor
besides price!”

12. 80% of all online content is user-
generated
25% of search results for the
world’s top 20 brands are links to
user-generated contents
10x more views on Youtube for
user generated contents v/s
brand-owned content
400% more shares on Vine for
User Generated Videos v/s
branded videos
User
generated

13. DEMANDING CONSUMERS

14. A SHIFTING MARKET

15. A TIME CONSTRAINED WORLD

16. “B to C and toPtoP” TREND

17. TELLASTORY–VISUALMERCHANDISING

18. LOYALTY PROGRAMMES –
WHERE NEXT?

19. ASHIFTINSKILLSAND
PROFILEREQUIREMENTS

20. MANAGINGTHEDIGITALHOSPITALITYECOSYSTEM
Driving Yield Management in Hyper Competitive Environments
PRE BOOKING BOOKING CHECK IN IN HOUSE CHECK
OUT
POST STAY
ReputationManagement BookingEngine CRM Updated Profile Management
Website Deployment Rate Parity Upselling Tools ReputationManagement
Social Media Management Digital Marketing Guest Comments Loyalty Management
Viewing
Competing
Hotels and
Competing
Destination
Guests
Tour Operator
ProPar: 73%
OTA
ProPar: 75%
Direct Booking
ProPar: 95%
Repeat
Guests
+/-
Revpar
Management &Intelligence
More Direct
Bookings:
Higher
Yield
Hotel Website,
Voice Agent,
Competitive rate
Shopping,
Reputation, Emails,
Facebook,Mobile
Activities
Hotel OperationsCRS
PMS CRM
Integrated& Admin
F-&-B
Upselling
Room
Upgrade
SpaTransfers
Direct
booking
drivers
Product,
Location,
Pricing,
Reputation
Hotel diagnostic