Mazda, Mets, Reed Hastings discussed on Slick Talk: The Hospitality Podcast


Kind of sought out as as this kind of app. That was going to sit on top of a pm mats and basically you have two components One was called the navigator. Basically kind of you know that was a way for you. Touch to kind of chat to the To the people in the hotel and kind of audio services and create a kind of timorese that you would actually have and then on the on the back end. Basically that would be a kind of tallest management software which we will the mazda And that in itself was the thing that was pulling out all of the information from the pms kind of surfacing it and then kind of saying you know this these are the main actions that you have to basically in order to solve this guy that was really the like mused version one basically And we just realized that like we couldn't communicate to the mets and we'd looked into we'd looked into the dogs we and it just it didn't wasn't structured because basically it kept on wanting to push you to the room and you'd have to basically kind of like tie yourself in knots to figure out we'll toss are associated with the room and there were no toss associated with a room because all the talks were associated with the customer not. That's basically for me. The crux of guests center city in the customer has needs. The customer has designs the customers have once and the the hotel was that to solve them and only one of them is the desire to action sleep. And that that is that is a fundamental sentece. That's why you hav bet you know but if you think about it if you're staying in a hotel for three days then you probably only need That service know thought of the time. And because that's seventy two hours twenty four hours basically eight hours per night. Basically is the time you're going to be sleeping or if it's a party hotel maybe it's like essentially it's let's say it's you and the rest time that's when not person is in your care but we as i tell you for some reason. Say we didn't care about that. We care about breadth. Paul we only care about like the amount of Heads in beds. Basically what happens with the room and every single thing is around the room and i'm just like no. It's he's a seventy two hours she. It's it's that is when this positive. Basically these on your property and i love also thinking about it through the lens of a tech company if you told any tech entrepreneur. You're going to have somebody on your website for twenty four hours. They'd be like oh my god. This is the greatest opportunity. I have somebody on my side onsite for twenty four hours. I can think of the greatest products some of that. I can actually sell them to that person. And they're going to find value in it and for some reason we kind of like we take essentially the sixteen hours and we just tossed them out the window. We like dots. That's hillary that's incidental but that's the crux of will they're actually had to. Do you know sixteen hours of pure value. It's eight hours of need but sixteen hours that you can create pure value and the way that we set up all systems and the way we set up our operations And the way that we think about it from an architectural point of view basically hotels is just for some reason those eight hours paramount to the experience. And i just think it's it's totally wrong and we need to get away from that model because also the sixteen hours represent a huge amount of value that you can actually kind of unlock And you know you you kind of tend to associate with the full service. Hotels dare able to actually kind of do that. But in my eye conception every single hotel can be full service hotel you know because every single full-service hotel can become a lifestyle. You know it. it's just about the calf of the customer and like i I also then like to bring it into the fact that there is so much untapped potential with hotels actually have a what the hell's the industry has because in the famous quote by Reed hastings Netflix's they say that they're only competition is sleep. Gels didn't even have that problem like you. It's baked twenty four hours. Living is baked into the business model and the so long we've just been costing sixteen hours. Aside basically saying read power is key. Yeah that's all we care about. And that's you know. All of our revenue management strategies. A going to be about you know selling that room at the right price and all of these different things and i. I just think that that's the good thing is that the The pandemic has kind of shown up the fallacy of basically of that model is And at the same time. I think it's kind of woke up a lot of people to actually say like well actually look does it. This huge untapped potential in terms of what we can actually kind of do for for a longer period of time and i. I think that that's when you when you start looking at is basically kind of managing this customer. And you're thinking about you know maybe not just the seventy two hours but maybe you want to kind of push yourself and say i want to kind of manage hundred and sixty hours of this parsons month. Basically how do i do that. And i think those are the interesting question. Basically that this industry can oscar out. Yeah everybody. I know i'm doing this again but to episodes go you heard michael friedman from skyro- on vacation rentals and i just have a quick message. Sky run vacation. Rentals offers a premium all in one solution for vacation rental business owners and homeowners. So those that want to own and manage their own vacation rental business can license. Sky runs software tools and consultations to operate their business locally with the power of a national resource. Anti community of industry experts homeowners at joined sky. Run get local staff to care for their homes. Twenty four seven and typically net fifteen sixty percent more revenue than any other property manager to learn more. You can go to skyrocket dot com again. That is s. k. y. r. u. n. dot com. Now back to the episode. As you're talking explaining all this stuff you're you're giving me more like flashback. Moments for my. I like i guess. Check in normal check in time was four o'clock. Checkout was eleven so he was checking out. I think it was like six or seven o'clock at night paying about two hundred dollars. One hundred ninety nine dollar rate type deal before tax and everything And he goes. He goes so what times check. I was eleven o'clock bump. Wow really as an oh. Yeah the normal. Checkout time's eleven. If you need a later one like let me know. I could probably work it out. And he goes so you're telling me i'm paying two hundred dollars for less than twenty hours and that was like i didn't know how to respond. I really didn't know how to respond to that brand new at the time. Do so like but you think about like as you're talking about your experience.

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