PROJECT INTERPELA HOTEL EXPERIENCE

(ETORGAI Programme)

We are in an era of unpredictable changes. Brands that are not recognized or unable to respond to these changes face the great risk of losing their competitiveness. This change requires bold solutions and innovative initiatives. Critical thinking is essential to understand how services match the host of present and future, their expectations and motivations.

INTERPELA is determined to take the lead in that change, adapting to the new realities, and providing a better competitive position for Basque companies in this industry. From a business perspective, this new approach requires thinking outside of the box and re-inventing the service model, adopting the perspective of our guests. Therefore, we must begin to leave the traditional ways to change the sales approach, organization, management, marketing, and especially how we communicate with guests.

Emerging trends suggest that people and guests are not recognized in these default groups. Each guest´s preferences implies individuality, demands and expectations. The challenge for the hotel is to understand and act accordingly, leading and promoting the phenomenon of "personalization" within the sector.

INTERPELA designed this project to develop “new range of premium “, “high-impact services”, which involve a radical change to what currently exists in the global hotel market.

Objectives:

• To develop a model of reception (Check In, Check-out and access to rooms and other facilities in the hotel) bypassing the need of a reception, but meeting all the legal requirements. This can be achieved through the use of a loyalty program to facilitate the pre-identification of customers.
• To develop a model of accommodation and space management that controls human flows, optimizes energy efficiency, and enables services which are relevant to the customer depending on their location.
• To develop analytical tools, simulation and recommendations for the improvement of management and the facilitation of additional services.
• To develop a model of customer loyalty through social networks and direct communication with customers, and the use of new tools for measuring satisfaction.

Partners (companies):

Enkoa System, Atos Origin, Bilbomática, Hoteles Silken, Microelectronica Maser, Onity , CICtourGUNE and Tecnalia Research & Innovation