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Words of Wisdom Alumni Article
properties across locations, it is vital to maintaining this balance between standardization and local flavour. If
booking details are available in the translated version, it might be expected that the host knows your language as
well but that might not be true. To prevent such expectation performance mismatch, Airbnb shows listings in the
local language with an optional translate button. Minute details like these go a long way in delivering a truly
global experience.

A framework to leverage user based content

This is the generation of user based content and it is more of an opportunity than a threat for building your brand.
88% of people worldwide trust an online review as much as a personal recommendation. Fear of fake/dishonest
reviews submitted by customers diluting your brand is valid. But the way to deal with it is to enable listening
ports across the customer life cycle. Exceptional service standards have a contagious effect. If there's enough
zeal in employees to make a guest's stay the best ever had, the energy will pass on to share a positive review about
network.

Assessment of guest needs through data intelligence, benchmarking processes against the best in the industry
and reflecting on guest feedback to improve products/services, has to be a standard imbibed in the culture of the
organization. A platform to derive actionable inputs from the plethora of content available about customers will
aid the organization in this process. The next desired improvement in service; a new product idea or brand pitch
will not come from the million-dollar consultant but the guest who knows the market better than anyone else.
Serendipity is what the millennial seeks. The hospitality industry can turn this opportunity into revenue only
when they know more about such travellers and can drive this traffic to directly interact with the hotel than shop
around in the marketplace.

Hospitality brands must not hesitate to learn continuously how they made their customers feel. Using this
understanding to build a scalable yet reliable model is what will earn customer trust and brand stability. Making
people happy is not an art but a part of your soul. Imbibe this across the service delivery chain – be it technology
or management – and one should lead till the end of time.

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