Hoteliers' Voice S2E10 - Penta Hotels - Reimagining the guest journey

Amanda Du, Head of eCommerce from Penta Hotels joins us to explain how they reimagined the customer journey to get the digital experience right.  Since 1971 Penta has combined style, substance and comfort with over 20 hotels across Europe and Asia. Amanda applied her learnings and digitalisation frameworks to develop the digital infrastructure and utilisation of the CRM. With over a decade of international hotel experience  across china, Singapore, Malaysia and now in Germany, she explains how she lead the digital transformation project. We cover;1.    Developing the strategy and the essential building blocks to achieving success with her ABCD framework2.    Assessing and understanding the guest digital experiences to develop the new digital journey3.    Addressing the customer journey internally and working with partners4.    Providing an omnichannel experience, and why this is necessary?5.    How to understand user experiences and guest sentiment 6.    Selecting your tech partnersDiscover the rest of the Hoteliers' Voice series through the Travel Market Life podcast on all the major podcast channels and hear the other 10 episodes. Alternatively, visit https://www.haynesmarcoms.agency/travel-market-life-podcast/episode/78325e8f/hoteliers-voice-s2e8-nh-hotel-group-revising-the-distribution-culture-ihtf-2022-specialListen to more episodes of the hospitality industry podcast Travel Market Life and subscribe for the latest news at http://travelmarket.life/ Follow us on LinkedIn for more thought-provoking content: https://www.linkedin.com/company/travel-market-life/ Do you have a story to share about technology, digitalisation or culture changes within the hospitality and travel industry? We'd love to hear what your company is doing and the impact it is having. Please contact us through http://travelmarket.life/