Pavilions Hotels' Digital Marketing and Data Tracking Strategies for Improved Guest Experience

Known as an early adopter of digital technologies, The Pavilions Phuket has taken their customer-centric personalisation approach to greater heights. With wins such as TripAdvisor Travelers’ Choice Award, they’re dedicated to delivering guest engagement digitally, to provide excellence throughout their guests’ changing needs.

With 13 years of experience in the hospitality industry, Elena Orru, Acting Managing Director of The Pavilions Hotels and Resorts, has attained “Best Young General Manager 2023 Award” at the International GM Awards! With a highly reputable and impressive digital marketing journey in the hotel field, she shares about how the right technology integration can provide a positive change for both customers and employees. How will front desk be informed when guests are arriving, and how can guests be ensured their rooms are ready by the time they check in?

“Data plays an important role in knowing what the guest wants before they request for it, especially with returning guests, and market trends can be predicted.”

In this exclusive interview with Digital Travel APAC 2023 where she attended as a delegate, Elena proceeds to explore,

• “Buying an experience” – can you really provide a seamless experience where guests can buy experiences digitally, as simply as buying a shirt online?
• Customer’s needs before business wants – you want to implement a fully digitalised marketing strategy, but it needs to be partially traditional if you have older clientele.
• Ensuring a smooth, seamless process of data exchange to ensure business continuity such as the resignation of a long-term employee.
• Enhancing market trends analysis with technology – For instance, heatmaps can indicate increasing interest from a specific market, allowing for better precision marketing.

Capturing and processing guests reviews and feedbacks, AI-powered systems to automate and efficiently provide guests with their needed services, these are just 2 ways that AI can be used to enhance productivity in the hotel industry. Want to find out more? Watch now!