Lobby, the Artificial Intelligence (AI) platform that automates complex booking operations across suppliers of travel, hospitality and experiences, has carried out several analysis of reservation workflows that reveal a consistent pattern and challenge some common assumptions within hospitality. For years, hotels have focused on reducing reservation response times and on increasing conversion rates, as well as operational efficiency. According to Lobby’s analysis, the actual weaknesses in this part of the process are related to information, guest intent and the commercial opportunities lost between request and booking.
It highlighted weaknesses in traditional focus areas like response times and conversion rates, suggesting other factors impact guest experience.
By re-evaluating their strategies and considering guest experience and lost revenue opportunities beyond just speed and efficiency.
The assumption that faster response times and higher conversion rates are the sole indicators of a successful reservation process.