Hi, welcome to another expert insight discussions.
Today we are joined by Estella Hale, Chief Commercial Officer at HotelIQ, one of our Expert Partners, and Robert Marusi, Chief Commercial Officer at Turtle Bay Resort.
In this conversation our focus is on the hotel commercial teams, most specifically, revenue and marketing.
In particular we are looking at how the roles and responsibilities in these departments are evolving to take advantage of modern technology, or, as in a lot of hotels, maybe not changing at all.
The hotel industry is at a pivotal moment, traveller demands are changing and the digital transformation is touching every aspect of hotel operations. Hyperpersonalization and the need for commercial teams to have a 360 view of the customer is paramount.
Revenue professionals must start thinking like marketeers and vice versa.
The best leaders are already making this transition, as for the others, well, they may just get left behind or become irrelevant.
Hope you enjoy the conversation
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VIDEO CHAPTERS
00:00 Guest welcome and topic intro
01:18 Guest welcome and topic intro
07:00 Which leads the change, us or the guest
11:20 Should we be expecting different things from our commercial teams
15:00 Adopting a 360 degree view of the customer
19:30 Are roles being redefined
25:01 Has training disappeared in the hotel industry
29:04 Final thoughts from both guests
33:52 More videos and channel subscription
