Using Digital Strategy to Connect with Guests

By Rashmi Pradhan WITH DIGITAL taking centre-stage in all aspects of modern life, Holiday Inn Mumbai International Airport is leaving no stone unturned to give guests a seamless digital experience. Speaking to BW Hotelier, Suraj Kumar Jha, General Manager, Holiday Inn Mumbai International Airport, said, ’The digital platform is perpetually growing and supports the way rooms are being booked. Currently, we are focusing on the digital option to reach out to guests and engaging them on various social platforms. Digital marketing is a big part of our strategy. We are active on Facebook and currently placed No 2 in the city on the basis of likes. We are also active and engaged on Twitter and Instagram.’ He added, ’Online platforms are the fastest way to reach out to individuals. It has a definite, positive impact on the hospitality industry. Reaching out fast to the guest in terms of services will add value to our approach and have a greater impact.’ Talking about performance, Jha told us, ’The hotel has been doing very well. It has been garnering support from the corporate as well as leisure segment. We are also supported by the IHG rewards programs. Due to all these factors, the hotel has seen double digit increase in ARR and room revenue. With the opening of the new international terminal we have been witnessing higher demand.’ Jha said the hotel did promotional activities all year round and was currently gearing up for the Christmas and New Year period. Jha also told us about what he thought about the hospitality industry in Mumbai. ’Over a period of time, we see more leasing in Andheri and Bandra Kurla Complex area leading to more travel. The new international terminal has increased the number of flights and improved business opportunities for hospitality. There is substantial amount of growth in demand’. Factors like Mumbai being the financial capital as well as the base for India’s Hindi film industry will drive business further, according to Jha who predicted good times ahead for the hospitality industry. The author is Assistant Editor of BW Hotelier.