Hoteliers' Voice S.2 - RBH Management - Digitalising the guest journey and cultural change
With a full renovation taking the place the the need to look at guest experiences and staff resourcing differently, the CIO of RBH Management, Vibhu Gaind decided to take the opportunity to rework the techstack in one London hotel. With drastic change in hotel product and guest expectation, he was keen to Make the contact with the guest more meaningful and less transaction based. Vibhu explains where he took inspiration and the decisions on the solutions that said goodbye to the traditional lobby to make way for a more vibrant entrance hub.
Key points include:
- Identifying key operational changes necessary
- Poignant factors within digitalising the guest journey
- Implementing cultural change, staff resourcing and employee perspective
- Selecting the right tech partners
The tech stack includes Microsoft, Azure, 365 environments, Hotstats