At HITEC 2024, Simone Puorto sat down with Tina Markowitz, Vice President of Global Strategy at Cendyn. They discussed the company’s comprehensive approach to hospitality technology, the impact of recent acquisitions, and the evolving role of data and AI in the industry. This interview is part of our HITEC 2024 series, offering insights from leading voices in hospitality tech.

Introduction and Company Overview

Tina Markowitz introduces herself as the Vice President of Global Strategy at Cendyn, a hospitality tech company that offers a suite of products designed to help hoteliers generate revenue. She explains that Cendyn provides solutions covering everything from revenue management to digital marketing, aiming to enhance the entire guest journey from discovery to loyalty.

Transition from Retail to Hospitality

Markowitz shares her background in retail and e-commerce, highlighting her interest in hospitality due to the unique opportunity to use data for creating personalized guest experiences. Unlike other transactions, staying at a hotel is an experience where guests willingly provide data, allowing marketers to tailor and enhance their stay.

Addressing Industry Silos

Markowitz acknowledges the industry’s tendency to think in silos, focusing separately on room revenue, restaurant bookings, and spa reservations. She emphasizes the need for a holistic approach, where all revenue streams are considered together to create a seamless guest experience. This integrated perspective is crucial for meeting consumer expectations and driving business growth.

Rebranding and Acquisitions

Cendyn has undergone significant changes through multiple acquisitions, including Pegasus and Travel Tripper. Markowitz explains the rebranding process aimed at unifying these products under a cohesive narrative, categorized into three main areas: Find, Book, and Grow. This strategy helps hoteliers attract guests, facilitate bookings, and foster loyalty.

Holistic and Personalized Approach

Markowitz discusses how the acquisitions have positioned Cendyn to offer a more holistic approach, integrating data across different products to enhance insights and efficiency. By leveraging cross-data integration, Cendyn’s solutions can provide better demand forecasts and more effective marketing strategies, ultimately driving more direct business and improving the bottom line.

The Complexity of Travel Tech

Unlike retail, where transactions are straightforward, travel involves numerous touchpoints and a complex booking process. Markowitz highlights the unique challenges of marketing in hospitality, where fixed inventory and variable booking windows require sophisticated strategies to optimize revenue and enhance guest satisfaction.

AI and Generative AI in Hospitality

Markowitz addresses the increasing role of AI in the industry, particularly in content creation and analysis. She notes that AI can streamline workflows by analyzing customer reviews and generating marketing content, aligning with changing consumer behaviors and search patterns. The adoption of technologies like QR codes for menus, accelerated by Covid, demonstrates the industry's capacity for rapid change.

The Central Role of Data

Emphasizing the critical importance of data, Markowitz asserts that in ten years, every travel tech company will essentially be a data company. Cendyn’s extensive data integration across its products provides a competitive edge, enabling better insights and monetization strategies. She draws parallels to retail giants like Walmart and Target, which have successfully leveraged data to create new revenue streams.

Future Directions

Looking ahead, Markowitz envisions a future where data continues to drive innovation and efficiency in hospitality. By helping hoteliers understand and monetize their data, Cendyn aims to enhance guest experiences and maximize revenue. The focus remains on using data not just for insights but for actionable strategies that contribute to overall business growth.

Conclusion

Tina Markowitz’s insights underline the transformative potential of data and AI in hospitality. Cendyn’s strategic approach to integrating and leveraging data across its products positions it as a leader in the industry. This interview is part of Hospitality Net's HITEC 2024 series, showcasing thought leadership and innovative strategies in hospitality technology.

 

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