In an insightful conversation with Roland Elter, Chief Commercial Officer of Maritim Hotel Group, we explore the evolving role of technology in the hospitality industry. Maritim, a distinguished German hotel brand, exemplifies the successful integration of technology while maintaining the essence of the human touch within hospitality.
Embracing change: the drive towards data-driven decisions
Roland Elter stressed the importance of data-driven decision-making as the backbone of Maritim's technological evolution. "The world around us, especially the buyer perspective, is developing very fast," Elter notes, underscoring the swift changes in hotel guest expectations and demands. In response, Maritim has turned to data to understand and anticipate these constantly evolving trends and needs.
By harnessing the power of BI analytics, they've been able to make more informed decisions, leading to enhanced guest experiences and operational efficiencies. A clear example of this is within their meetings and events teams where they are using data insights to deep dive into seasonal trends, repeat bookers, and enhanced revenue from effective room usage.
Technology and hospitality: a symbiotic relationship
Elter elaborates on how technology reshapes hospitality: "Everything has been developed for the guests and the client perspective... we started to establish eCommerce, new distribution systems, organize revenue management." Maritim's strategy isn't just about adopting technology; it's about integrating it in a way that aligns with their core values of guest service and satisfaction. Integration is the key to this relationship and the reduction of siloed technology.
Balancing innovation with traditions
One of the unique challenges in the hospitality industry is maintaining the human touch amid digital transformation. Elter describes this balance as crucial: "We are a very traditional company... our customers expect a certain typically human touch." Maritim's approach is to use technology as an enabler, enhancing the guest experience without overshadowing the personal, human elements that define hospitality.
Check out the latest ebook from us “Hotel tech to elevate the human touch”. Within this ebook bridging the technology gap was a key topic highlighting that to help staff forge emotional connections with guests, you need to provide training and educational resources to enhance their proficiency with technology.
The future: Technology as a catalyst for improvement
Looking ahead, Elter envisions a future where technology, especially AI, plays a significant role in further transforming the industry. "The interaction with the client or with a guest... will be so much more simplified," he predicts. This vision aligns with industry trends, where personalization and efficiency are increasingly driven by technological advancements.
Industry insights: the power of technology in hospitality
Supporting Elter's perspective, industry statistics reveal a significant shift towards technology-driven hospitality. According to a study by Statista, the use of AI in customer service in the hospitality industry is expected to grow exponentially. Furthermore, a Deloitte report highlights that over 60% of hoteliers believe technology can significantly enhance guest experience.
Final thoughts
Maritim Hotel Group's journey towards integrating technology, as described by Roland Elter, reflects a larger movement within the hospitality industry. It's a delicate dance of leveraging data and technology to drive success while ensuring that the human essence of hospitality remains at the forefront. As Elter aptly puts it, the path forward is not just about embracing new tools but about redefining the guest experience where technology and humanity coexist harmoniously.
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