Zach Ruben

The industry is experiencing a huge cultural shift when it comes to what travelers want and when they want it. Cue the emergence of the ever-prominent mobile concierge and the question: could this mean the end of the hotel lobby as we know it? Our panelists from biggest names in hospitality will discuss:
• The latest technology in concierge services, check-in and digital key apps
• The impact of mobile on the hospitality industry
• How hotels can get ahead of the curve to leverage their own resources to enhance customer service

To address the needs of global travelers, one must first think small. By focusing the lens on localization, we can capture the attention and loyalty of users around the globe. While localization typically starts with language, that’s just the beginning. Understanding how users search, interact with content and submit payments are just some of the ways we can localize. In this session, we’ll talk about:

• The difference between local and global
• How to convince senior leadership that global sites are worth the investment
• How to adapt search, content and promotions to local markets

Ancillary isn’t just about increasing revenue for a one-time trip. It has the power to heavily influence customer loyalty to your brand. This discussion explores unique opportunities to surprise and delight the traveler.
• Identifying ancillary opportunities to leave a lasting impression on the customer
• Measuring convenience for the traveler
• Extending the memories to build customer loyalty, all while generating incremental profit to the organization