by
Jeffrey Stephen Parker
CIO Summit Review

2022 The CIO Summit Review

September 2022 represents the 20th anniversary of the Hospitality Upgrade CIO Summit! Rich kicked things off by remembering the very first summit where he invited 25 leaders, 23 accepted, 21 showed up, and somehow only 20 made the picture (yours truly almost paid homage to that miss this year)!

Commercial Strategy Theme Title Here

by
Robert A. Gilbert
Partnership Section
Share

Articles in this issue’s HSMAI section offer perspective on different aspects of commercial strategy for revenue optimization: personalization, trends and forecast to inform strategy, a customer journey, and loyalty rewards programs.

Over the last few years, debate has ensued about whether the word “commercial” would appear, or stick, in the titles for roles that traditionally were hospitality sales, marketing, revenue, distribution, or loyalty. The mix of titles we see now in our membership – particularly those above property – continues to evolve. Over the last two years, the number of hotel members in our database with the word “commercial” in their title has more than doubled.

As you read these articles, it’s important to think about how disruption drives change in the industry. Kelly McGuire and Pete Mehr discuss the importance of building the strategic underpinnings of personalized guest experience before investing in technology. Jennifer Hill gives perspective on the changes in the industry over the last 36 months and what commercial strategy teams should keep in mind as they look to the future.

In addition, Michael Goldrich takes us on a customer journey from looker to booker and points out ways to optimize revenue at every stage in the journey, while Shayne Paddock goes into how reimagining the loyalty programs to gain return customers, even leisure travelers.


As our industry emerges from one of the greatest shocks it has ever experienced, demand may be resilient, but hotels and hotel companies must adapt their organizational structures to streamline functions that attract, convert, and optimize demand in a holistic manner that is more effective and efficient than ever before. Those that do will not only survive but thrive.

Robert A. Gilbert, CHME, CHBA

President and CEO

Hospitality Sales & Marketing Association International (HSMAI)

This is some text inside of a div block.

Discover Return On Experience

Three ecosystems — Hospitality & Leisure, Food & Beverage, and Inventory & Procurement — operate independently and together depending on your needs.

DOWNLOAD

Let's Get Digital

7 Questions to Ask Before You Invest in a Hotel Mobile App

DOWNLOAD

Let's Get Digital

With high rates of mobile device users and high expectations to digitally connect, what should your hotel app do? Besides providing a great digital guest experience, your hotel mobile app should be a reflection of your property and should give your guest the digital access they need to experience your property to the fullest.

DOWNLOAD

Return on Experience solutions delight guests, retain staff & grow margins

Agilysys’ Cloud platform, solely engineered for hospitality, delivers Return On Experience (ROE) across every hospitality touchpoint. That means more repeat stays, greater spend, stronger reviews, a more empowered staff and a healthier bottom line.

DOWNLOAD