Predictive Analytics: Bringing Science to the Art of Hospitality

Predictive Analytics Bringing Science to the Art of Hospitality

Sanjay Nadkarni

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Catering Banquets

F&B elements of hotels

Independent restaurant

Airline Industry

Maritime

Ground transport

Bars, pubs

Institutions

Tour Operators

Travel Agents

Hotels Motels

Institutions Clubs

Resorts Convention Centres

Merchandise Component

Hospitality Industry

Lodging Industry

Travel Promotion and Transport

Transport industry

Clubs

Foodservice industry

Recreation Sports

Recreation

The ‘Industry’…more than just hotels

The hospitality business is unlike any other because we have to factor in…. • Intangibility • Simultaneity • Perishability • Heterogeneity

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Service industry, yes…but with a difference

We have to consider….. • Diversity of Options

• Boutique, Landmark, Luxury, Budget, Mid Range, Resort, City etc. etc.

• Brand Perceptions • Lifestyle, Quality, Facilities, Culture

• Star Ratings • 1 – 5 stars for hotels • Michelin stars for restaurants

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Nature of this ‘Service Industry’

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Classical Hotel IT

…enhanced Data opportunity

THE MAIN DIGITAL CHANNELS

ENTERYOURNAME.COM

SEARCH ENGINES

EMAIL

BANNER ADVERTISING

ONLINE PR

SOCIAL MEDIA

3RD PARTY WEBSITES

DIGITAL as a growth driver…

The Changing Media Landscape

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Hospitality Analytics…operational & tactical v/s strategic

57 %

15%

16%

11%

40%

48%

10.7%

Natural Direct

Paid

Referring Natural

Direct

Paid

10.5% 40%

Channel Performance Metrics

Tactical Metrics

Social Media Branding Metrics

Social Media Metrics

Growth

Engage

Target

Branding Tactical Number of: • Followers • Fans • Subscribers

• Likes/Shares • Re/Tweets • Views • Pins

• Visitors to Website

• Bookings • Revenue

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Sentiment Analysis

Source: ReviewPro

The yet uncrackable challenge of ‘optimizing Channel Distribution’!

Source: Delta Squared

Disruptive Business Models leveraging Data

THAT’S ALL, FOLKS!

WE HAVE THE DATA, YOU HAVE THE TOOLS!