Richard Valtr, founder of Mews Systems, at Travel Tech Conference Russia 2018 (http://traveltechcon.ru/eng). Video of the talk: https://www.youtube.com/watch?v=EvZSfzKccC0 Subscribe to TTCR news: http://eepurl.com/cnhNvH

1. Why Hotels should
think like tech companies?

2. I started off as a hotelier,
and now i’m a techie...

3. Richard Valtr
Young and wide-eyed, with
more hair, cleaner shaven
and optimistic...
 Needing an online check-in

4. Hotels...

5. Hospitality...

6. The Concept...

7. The Execution...

8. The hotel as a product...

9. Personalisation.
Delivering
great
sleep.
Upselling
great
services.
Building
loyalty.
Yielding
smartly.
Unique
guest
experiences.

10. What are hotels actually
fussing about?

11. WEB PRESENCE
HIGH STAFF
TURNOVER
RETRAINING
GENERAL REPAIRS
COMPETITOR
ACTIONS
BUDGET
LOSING GROUND
TO OTAS

12. Core
Common market
Neutralisers
Regulatory requirements,
Differentiators
What makes the product
unique, what delivers memorable

13. Is this what your product road map
looks like?

14. This is what it should look like?..

15. Differentiators
50%
Neutralisers
20%
Core Markets
30%

16. Objectives not KPIs
Objective Key Results vs Key Performance Indicators

19. Objectives are not individual tasks,
they are the visualisation of company goals.

21. Objective:
Driving Great Customer Service

22. Importance of Customer Service

23. How would a tech company think of this?
 Customer response rates
 Customer satisfaction
 NPS Scores
 Openness about improvements

24. Customer Support/ Success

25. NPS = Net Promoter Score

26. Openess

27. Objective:
Higher Revenues & Higher Margins

28. Troubles with TREVPAR

29. How would a tech company think of this?
 Cac & ltv vs. TREVPAR
 Selling services & experiences, not just rooms
 Think like a landing page
 Think of customer spend as not only what happens in hotel
 Rethink partnerships,cross-sells tobuilding networks for your customers

30. CAC – cost of acquisition
All costs associated with acquiring a customer –
this incorporates all of your S&M costs
LTV – lifetime value
The total revenue you can expect to get from
your customer is your average order value
divided by one minus the repeat purchase

31. Landing pages: power of local

32. …And failing to utilise it

33. Objective:
Obtain Maximum yield per room

34. How would a tech company think of this?
 Why only non-refundable and fully flexible rates?
 Why only wholesalers and allotments? Why not put and call options?
 Why not sell sleep, work, relaxation and fun as separate services?

35. Price/Yield management

36. Optional bookings of the future

37. What’s the product sketch for the hotel of
the 21st Century?