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Quantifying the Guest Experience

December 11, 2019


Hospitality is a numbers game. Supply and its elasticity is limited. Demand is finicky and price conscious. Amorphous terms like “guest experience” are challenging to quantify, yet most argue critical to filling guest rooms at premium rates in competitive markets.

As a vendor to the hotel industry, we are often asked about the return on investment (ROI) of our technology product. The dirty truth is that there is no ROI on any vendor’s product. The ROI comes from the optimized use of that product — whether by guests, staff or management.

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