Millennials is the fastest growing customer segment, their main focus are the interaction and experience a hotel can propose. Ready to pay extra for a greater experience, more self dependent, they are looking for unique and new experience. Hospitality businesses have to identify clearly each moment of truth when interacting with each guest and balance the expectation of personalization while respecting the need to remain independent. Keeping this balance and improving the customer service are the only way to develop “wow” service effect and ensure repeat business.
Moment of truth are not necessarily in the hotel but also by engaging with guests and responding to their needs publicly through reservation platforms and social networks. Reputation management and real time marketing have a strong potential to drive future visits.
LBI Korea has developed solution that will directly contribute to develop more profitable business with a strong increase in occupancy levels, average rates and most of all revenue per available room.