We speak today with Manuel Molina, General Manager at Paradisus Princesa del Mar Resort & Spa. Manuel encourages us to be optimistic about the future of the sector and focuses on digital transformation to anticipate the expectations of tourists. Don’t miss this interview.
In the first place and taking into account the current situation, we start by asking how you are… How is the mood in the hotel sector?
We must be optimistic. The recovery capacity that the sector is showing is undeniable. There has been a post-pandemic backlash to make up for lost time, which is driving tourists to travel. Now it is our responsibility to be innovative, disruptive and experience architects to meet their expectations.
How is technology helping you right now?
Digital transformation is a priority for the sector. In addition to helping us market more and better, which is no small thing, it helps us anticipate consumer habits and anticipate their expectations. This is decisive to generate Adhoc experiences.
What do you do to improve the experience?
We must have an experiential vision and therefore, as I mentioned before, it is very important to know the preferences of our clients before CheckIn in order to meet their expectations. We work to create 360 experiences so that they remember us for what we made them feel.
How do you generate customer loyalty in the sector?
It is important what you have made them feel during their stay, As Maya Angelou said «People will forget what you said, even what you did, but they will never forget how you made them feel»
Are you optimistic about the future of the sector? How do you see the future?
The sector has shown resilience on numerous occasions when put to the test, being an important economic driver for recovery. After the pandemic, now the war and inflation we must be alert, but we must be optimistic, we continue and will continue to travel.