Small hotels need to embark on digital transformation journey to enhance guest experiences and reap revenue benefits, says Amy Read.
Devika Jeet
Embracing technology is a journey, not a destination. For small hotel owners, starting with simple, effective tools can lead to significant improvements in operations and guest satisfaction. By focusing on data integration, AI, and sustainability, boutique hotels can compete with larger chains. As Amy Read, Vice President, Innovation, Sabre Hospitality, puts it, “Get your data right, stay adaptable, and embrace innovation. Technology is advancing faster than ever, and those who build strong foundations today will lead tomorrow.”
Start small, think big
For small hotel owners, the prospect of adopting new technologies can be daunting. Read suggested, “It is crucial to begin with manageable, impactful tools. Implementing conversational chatbots can streamline customer service by handling common inquiries, allowing staff to focus on personalised guest interactions. This step can demonstrate tangible benefits of technology integration.”
Leverage e-commerce platforms
Expanding offerings beyond room bookings is a strategic move for small hotels. E-commerce platforms enable properties to sell ancillary services such as dining experiences, spa treatments, and local tours. This diversification not only enhances the guest experience but also opens new revenue streams. The success of Techsembly, an e-commerce platform co-founded by Read, and later acquired by Sabre, exemplifies the potential of such integrations.
Focus on data integration
Understanding guest preferences is crucial for delivering personalised experiences. However, data fragmentation causes challenges. Read emphasised the importance of consolidating data to achieve a unified view of each guest. By integrating data systems, hotels can tailor their services to meet individual needs, fostering loyalty and satisfaction.
Embrace AI and automation
Artificial Intelligence (AI) and automation are transforming the hospitality industry. For small hotels, AI can manage tasks ranging from personalised marketing to operational efficiency. Automating routine processes reduces workload and minimises errors, enabling staff to creating memorable guest experiences. AI can analyse guest data to offer personalised recommendations, enhancing the overall stay.
“Implementing conversational chatbots can streamline customer service, allowing staff to focus on personalised guest interactions.” – Amy Read, Vice President–Innovation, Sabre Hospitality
