An opinion article by Moritz von Petersdorff-Campen, Co-Founder and Managing Director of SuitePad.
I know how hard many hotel groups work with their guest experience teams and technology suppliers to provide a seamless digital guest journey. Driven by the pandemic there has been a tremendous focus on digitizing guest engagement. That is a great development and I believe it is more than just the result of the staff shortage in our industry: even conservative hoteliers have realized that digitization can enhance the guest experience pre-, during- and post-stay.
But now as we are finally exploring the world again and experiencing both a digital traveler journey in hotels and in planes, it becomes clear: We – the hospitality industry – can still learn a lot from airlines.
To be fair, creating a digital guest journey is easier for airlines than it is for hotels. Airlines have millions of passengers and hence better economies of scale when building digital solutions, the product…