Driving Hospitality Business Across Cultures- Sales Dynamics - June 2018
Updated: Dec 19, 2018
H.E. MR. NOH KWANG - IL
REGIONAL DIRECTOR OF SALES, MIDDLE EAST & AFRICA AND THAILAND & INDOCHINA INTERCONTINENTAL HOTEL GROUP (IHG), BANGKOK, THAILAND.
Mr. Omar Yamout is our ABAC GSB alumni. Presently, he is handling more than 50 hotels in the region.
People are the heart of IHG, and the culture encourages them to bring each preferred hotel brand to life. The talented colleagues play a critical role in providing consistently high standards of guest service and delivering each brand promise. The six players are 1) Director of Sales, 2) Revenue Manager, 3) Guests, 4) Key Account Director, 5) Travel Manager/Procurement, and 6) Travel Agency.
Having big data at their fingertips, people do not always know what to do with it. To see what is driving their buying behavior and stay ahead of trends, it is important to tap into the data and turn it into actionable insights, such as developing targeted pricing or customer loyalty programs.
Customer expectations of the hospitality industry are guest experience and speed of service. Customers are driving the hospitality experience by expecting more each year and are not afraid to voice when they are dissatisfied.
Majority of IHG customers are willing to pay more for a great experience. Therefore, IHG listens to feedback and conducts research to not only anticipate visitor needs, but to go above and beyond their expectations. It is no surprise that there is a generation gap when it comes to the use of new technology. New generations use high technology at peer social site to make restaurant and hotel bookings. Older generations tend to use more traditional booking methods via travel agents or direct company websites. It is important to offer both new and old options to be inclusive of all guest demographics.
The IHG way of selling model is based on win - win solution that successful business relationships are created by providing customers with results that meet their unique needs.
At the end, he welcomes our ABAC GSB students to do internship at his hotels, while friendly promoting his hotels to be the best accommodation selection.