What made all of this development happen was—and Amazon and Google were part of it, but other companies are also part of it—is the move towards the cloud. Cloud-based data and transactions enable things today that you couldn’t do when the cloud didn’t exist.
Back then, you had to store data in many locations. Now everyone can store data in the cloud. As a result, companies like Google and others can use artificial intelligence, machine learning, and other sorts of capabilities to mine the data and really get to a granular level of understanding of the entire wheel of travel.
That’s what makes it happen. It’s the cloud, artificial intelligence, and machine learning. You can expect to see several new jobs emerging from that in the future, not only in terms of data mining or engineering but also jobs at the property level.
Marriott launched the internal capability of mining its loyal customer’s social media to understand what is happening in their lives so that when they get to a property, Marriott can personalize the experience.
Think about someone posting a picture and saying, we’ve just had an anniversary. We celebrated our son’s 10-year anniversary, and we’re taking a vacation down to Florida. We stayed at Marriott.
Marriott knows at the property level that your kid had celebrated its 10-year anniversary. They can tailor the amenities they will leave in the room, or they can tailor the welcoming that they give you. Say, “Hey, welcome. By the way, we are glad you’re coming here for your 10-year anniversary.” That’s the level of personalization you can expect at the service delivery level, but also during the entire planning phase in the coming years.
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Explore the exciting role of a backline technician, gain insights into essential skills, career growth opportunities, and steps to achieve success in the live music industry.
