Session 3

Online only classes - Dec 21 + 22 - Go to Session 4, we will do Session 3 together in January.   Enjoy your break!!!

Session 3 AI + benefit to guests and hoteliers

Homework for Session 3

• Link to share doc here

• Link to downloadable PDF
• Read
• Print
• Listen - via MS Edge 'read aloud'

View videos - required homework





Submit your blog post for Session 3 Homework

• Group 1 A
• Group 1 B
• Group 1 C
• Group 2 A 
• Group 2 B
• Group 2 C

Background Thinking

Personalization - read

Classwork

6 Principles of personalization

"People have come to expect guest experiences that, at the bare minimum, mimic those that they have in their everyday lives. But when it comes to travel, today's guests expect even more. They expect unparalleled and connected experiences, and hotels must deliver. Future-proofing guest service requires that hotels must provide consistent, personalized, real-time, and omnichannel experiences. Today's AI solutions can help them achieve that."
Source: Guest Centric Future, Powered by AI

• Right Message
• Right Customer 
• Right Time
• Right Attitude
• Right Screen

Create a personalization strategy for a hotel/resort - address digital touchpoints.

• pre-stay
• in-stay
• post stay

• Assume AI is in use + effective
• Example - Norfolk Hotel
• In the customer decision journey, feel free to use
• Social media 
• Chatbots
• Website
• Playlists
• Any other digital tools that you feel will create personalization
• Create your strategy in Beautiful.AI

Submit your classwork blog post

• Group 1 A 13/12 16 students
• Group 1 B  11/01 13 students - show at session 5
• Group 1 C 
• Group 2 A 19/12  12 students - share at next session
• Group 2 B 18/01 11 students
• Group 2 C 07/12 - 10 students