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PERSPECTIVES


Unique challenges of the hospitality industry and the impact of digital

Roger Chacko, Executive Vice President & Chief Branding & Marketing Officer at Carlson Rezidor, shares insights on the hospitality industry.

What makes Hospitality unique

“We sell space and we sell experiences associated with that space. It is very different if you are in the consumer- based industry.”


Imperative to provide a consistent customer experience

“The utilization of the guest and of the hotel is where the guests become satisfied, where the transaction happens and where the hotel makes money.”


Disruption associated with introduction of digital

“Digital as a capability has been a huge asset and has actually revolutionized the personalized experience delivery, within the hospitality universe.”


One hotel amenity I cannot live without

“The Wi-Fi service, because I lose all connectivity with everything around the world.”