Cornell Hospitality Summit Series: Consumer Behavior & Expectations

This is the third in a series of four videos from the Cornell Hospitality Research Summit, attended by Klaus Kohlmayr, chief evangelist with IDeaS.

I had the great pleasure to join some of the leading experts in travel technology at Cornell University to discuss disruption and transformation in the hospitality industry at their Hospitality Research Summit last October. Our conversations covered a wide range of subjects, from how to improve the guest experience to what the capabilities of artificial intelligence look like for hotels in the future.

What are consumer expectations, and is the hotel industry in tune with what consumers want? With all this amazing technology, why have we still not been able to create that tech-enabled but highly personalized hospitality? And why is the industry still held back by a 50-year-old technology stack?

As consumer behavior changes, and expectations increase, the hotel industry must evolve in tandem.Click to Tweet | IDeaS Twitter While great hospitality in the past consisted of recognition and service, the consumers of tomorrow expect an effortless, simple and frictionless experience, enabled by technology.

In this installment of our video series, industry experts discuss these changes and what the industry should do now to stay aligned.

Thank you to my fellow panelists for taking part in this intriguing conversation:
Chris Anderson, professor, Cornell University
Vivek Bhogaraju, director, revenue management solutions, Expedia, Inc.
Pierre Boettner, founder & CEO, hospitalityPulse
RJ Friedlander, founder & CEO, ReviewPro
Balaji Krishnamurthy, vice president, global strategy, corporate development and business intelligence, Sabre Hospitality Solutions

Klaus Kohlmayr

Klaus Kohlmayr

Chief Evangelist at IDeaS Revenue Solutions

Klaus Kohlmayr challenges strategic processes, stimulates thought-provoking conversations and reinvigorates the future of revenue management and pricing within the hospitality and travel industries.

A natural contrarian, Klaus has challenged the status quo for over 20 years. He re-joined IDeaS from TSA, where he led the company’s global commercial, operations and strategic partnership initiatives. During his previous stint with IDeaS, he started the company’s global consulting division -- leading a team that partnered with top hotel companies. Together they pioneered the industry’s first group price optimization and function space revenue management proof-of-concepts in a real-world environment.

Klaus developed his passion for the hotel industry at the Hotel Management and Catering School in Villach, Austria, where he received a Bachelor of Science in Hotel Management. An advocate of lifelong learning, he has since studied business at Henley Management College, real estate investment and asset management at Cornell University’s School of Hotel Administration; and finance and strategy at the Singapore Management University.

Klaus has been an active participant in various advisory boards, including HSMAI in Asia Pacific and the Americas, and the Cornell-Nanyang Institute of Hospitality Management, Singapore. He not only loves to challenge the status quo, but wholly welcomes being challenged in new ways of thinking.
Klaus Kohlmayr