Big data and big analytics are a big opportunity for hotels – Part 2

Big data is of no use unless you can turn it into information and insight.  For that you need big analytics.  Every piece of the analytics cycle has been impacted by big data, from reporting, with the need to quickly render reports from billions of rows of data, through advanced […]

Post a Comment

Big data and big analytics are a big opportunity for hotels

By infusing analytics through every phase of the guest journey, hotel managers can help shore up the complicated balance between the guest experience and revenue and profit responsibilities – delivering memorable and personalized guest experiences, while maximizing revenue and profits.  To accomplish this, hotels need to be able to collect, […]

Post a Comment

What can hotels learn from casinos? Focus on non-rooms pricing.

This week I’m going to “fill in” for Natalie to complete our series on “What can Hotels learn from Casinos”?  (Look for parts 1 and 2 here and here, respectively) Today I’m going to address pricing. We all know that great entertainment comes at a price, and we also know […]

Post a Comment

Text Analytics: The voice of the customer at the speed of business

I’ve written about using text analytics to capture comprehend and act on the voice of the customer on this blog before. Recently, I recorded a short presentation that outlines how text analytics provides insight from all of the customer experience data that you collect, not just review data from social […]

Post a Comment

Can big data help revenue management?

Next week I will be presenting at the Cornell Hospitality Research Summit on big data and revenue management. In preparation for the Summit, I have recorded a short presentation that outlines how big data can help augment revenue management. Alex Dietz talks about how big data can help revenue management. […]

Post a Comment

Hotel Pricing in a Social World: The unmanaged business traveler

Next week Breffni Noone, Associate Professor, The Pennsylvania State University and I will be hosting a discussion at the Cornell Hospitality Research Summit on how user generated content impacts the purchase choices of the unmanaged business traveler. The discussion will take place on Monday October 13 at 2:15pm in Statler 396. […]

Post a Comment

How Business Travelers Buy: Hotel Pricing in a Social World

With the growing popularity and availability of online reviews and ratings, consumers have more information than ever before when purchasing a hotel stay.  In order to build effective pricing and positioning strategies, hotel managers need to understand how consumers are using all of this user generated content with price to […]

Post a Comment

What can hotels learn from casinos? Focus on the service environment.

What can hotels learn from casinos? In my first post on this topic I explored how casinos apply predictive analytics to help them focus on their customers. In this post I will explore how casinos use analytics to help manage the service environment with the dual goals of improving profitability […]

Post a Comment

Reviews, Ratings and Hotels – What research tells us (so far)

As those of you who follow me know, I’ve been working on a series of studies with Breffni Noone (Professor at Penn State) about the impact of user generated content (UGC) and price on consumer buying behavior.   When we speak about this research, we tend to hear the same sets […]

Post a Comment

From the desk of the CHRS: What is the New Science of Service Innovation?

By Cathy Enz, PhD., Lewis G. Schaeneman, Jr. Professor of Innovation & Dynamic Management, Cornell School of Hotel Administration. With the theme “The Future of Service Innovation: The New Science of People, Organizations, Data, and Technology”, the Cornell Hospitality Research Summit 2014 this October is focused on how to create […]

Post a Comment