Innovation

📧 Hôteliers struggle to maintain brand identity across communication channels, particularly when third-party tools like OTAs and PMSs are involved. Booking.com's standardized confirmation emails exemplify this issue. Two recommended strategies to personalize guest engagement include training staff to request personal emails at check-in and integrating a link to the hotel’s guest app in OTA confirmation emails to gather guests' real contact information. Emphasizing brand consistency across all messages is essential, and tools like CRM Bowo can help customize emails with the hotel's visual identity.

📊 Luis Maroto, CEO of Amadeus, discussed the company's partnership with Microsoft, AI advancements, and cloud migration, emphasizing openness to collaborating with other firms including European entities. Despite major travel technology investments by OTAs, Amadeus faces competition across various segments but maintains a unique position covering the entire value chain. Google, with significant resources, could be a potential competitor, yet Amadeus's specialization in B2B gives it an edge. Acquisitions by tech giants remain a possibility, aligning with their strategies.

🚧 Effective March 6, 2024, the EU's Digital Markets Act (DMA) imposes strict rules on major digital platforms to combat anti-competitive practices. Google is testing service adjustments in European countries like Germany, Belgium, and Estonia, affecting local search results, especially for hotels, by temporarily removing features such as Google Local Pack. Google expresses reluctance but aims to comply with the DMA, acknowledging the downside for consumers and European businesses. Hotels face new challenges in visibility without the Local Pack, necessitating increased SEO and alternative platform presence.

📣 Cendyn, a global hospitality cloud technology and services company, won three prestigious awards at the 4th annual World Travel Tech Awards 2024: Best Data-Driven Marketing Agency, Best CRM Solutions Provider for Hotels, and Best Sales Proposal Solution for Hotels. The gala ceremony occurred on November 24, 2024, at the Savoy Palace in Madeira, Portugal. This marks the first time Cendyn has secured three major accolades in a single year, reflecting their ongoing investment in their product portfolio, data-driven marketing enhancements, CRM personalization features, and the strategic acquisition of Knowland.

🍳 Alain Ducasse, the world's most starred chef, launched École Ducasse, a culinary and pastry arts training network. The strategic expansion includes creating École Ducasse Cairo Studio by the end of 2025. This Egyptian culinary excellence hub will provide fundamental culinary philosophy and expertise to local and regional aspiring chefs, cuisine and pastry experts, and gastronomy enthusiasts. The Cairo Studio will offer a range of courses, from short sessions to intensive programs and masterclasses, blending innovation and tradition.

💰 Dave Stephenson, Chief Business Officer of Airbnb, announced at the Phocuswright conference in Phoenix that Airbnb would not develop AI-generated chatbots for trip planning. Competitors like Accor, Expedia, TUI, and Get Your Guide have adopted conversational AI tools, yet Airbnb found them unsatisfactory after testing with OpenAI. In May 2023, CEO Brian Chesky revealed Airbnb's plan for a new AI-augmented platform to provide ultra-personalized experiences and hinted at a future beyond housing rentals. Airbnb is enhancing user profiles for tailored recommendations.

🏨 Kyriad's "Les bons plans XXL" campaign started on November 28, spanning four weeks, inviting guests to a treasure hunt in five major French cities, featuring XXL welcome mats at partner businesses. Part of Louvre Hotels Group, Europe's second-largest hotel group, the campaign aims to transform visits into urban adventures, emphasizing discovery and local actors.

💼 IWG opened a new HQ brand site in Dijon, located at the heart of Dijon Nord business park, as part of their global expansion with 465 new sites signed in the first half of 2024. This move caters to the increasing demand for hybrid work models in the region, aiming to provide professionals with workspace options close to home and enhance IWG's presence in Bourgogne-Franche-Comté.

🚀 American Airlines implements a new system in over 100 U.S. airports to prevent passengers from cutting in line during boarding. Tested at Albuquerque, Tucson, and Washington Reagan airports, the technology detects boarding pass intrusions, signaling with a "beep beep" and a prompt to rejoin the queue. Introduced before Thanksgiving, the measure aims to enhance boarding experiences for 8.3 million travelers and reduce airport chaos. Other airlines may follow suit with this straightforward deterrent.

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