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PERFORMANCE, HEALTH, AND HEADWINDS
DONALD O’GRADY, VP TECHNOLOGYHEATHER RICHER, VP REVENUE + DISTRIBUTION
KIMPTON BY THE NUMBERS1981
Founded
15+Projects in Development
75+Open
Restaurants
65+Open Hotels
“EVOLUTION IS THE FUN PART”-BILL KIMPTON
HOW DOES KIMPTON EMBRACE CHANGE?
DATA IS THE KEY TO BRINGING CLARITY TO CHAOS
“The goal of forecasting is not to predict the future but to tell you what you need to
know to take meaningful action in the present.”
-Paul Saffo
RISKS LARGER THAN THEY MAY APPEAR
• Tax cuts• More infrastructure
spending• Less regulation
• Massive uncertainty• Trade protectionism• Spending cuts• Anti-immigration
MARKETS VIEW THE GLASSAS HALF FULL
INDUSTRY HEADWINDS
3rd Party Landscape Disrupters + The Sharing Economy
Additional Supply
IT’S A COMPLEX LANDSCAPE, SO WHAT DO WE DO?
BackOffice
PMS
Sales&CateringETL
BIWeb
Loyalty(Guru)
ChannelMixAnalysis
MobileCheckIn
HRIS
CRS
PMSBI
GiftCardMerchantBank EDW
BusinessApplicationUsers
TableauUsers
FinancialReporting
SalesSSRS
CRM
SyndicatedData
DATA-LED CLARITY
BUSINESS EVOLVES AND DATA VIEWS MUST EVOLVE
PERFORMANCE MANAGEMENTCreating more advanced data perspective—simplifying the madness
Restaurant•3rd Party•POS / BI•Syndicated Data
Sales + Catering•S+C System•3rd Party•Corporate Travel Platform•Competitive Set Data
Distribution + Voice•CRS•Call Center•Booking Engine Enhancements•Guest Service Systems
Digital•Web Tracking •Campaign Tracking•Customer Chat / Messaging
Social•Social Listening Software•Social Rewarding •Social Media Channels
PERFORMANCE MANAGEMENTCreating more advanced data perspective – simplifying the madness
Email Marketing•Campaign Tracking•Engagement Tracking
Revenue Strategy•Comp Set Reports•RMS•3rd Party•Parity / Ranking
Customer + Member Intelligence•Loyalty Metrics•Customer Reviews•Customer Surveys
PR/Communications•Share of Voice
Brand•Brand Awareness
•Customer Acquisition Cost•Financials•PMS
MEASUREMENT FRAMEWORK AND DATA VISUALIZATION
EMBRACE NEW TOOLS
Different disciplines must act as one commercial / marketing group
Defining the problem or the solution takes digging and it’s a team effort
Making data driven decisions leads to greater success. Period.
Ensuring the entire organization has a “data first” mindset
THANKS