About this paper
At hospitality organizations, many decisions hinge on finding the right balance between what's best for the guest and what's best for the organization. For example, organizations may have to weigh the desire to eliminate customer wait times with goals like reducing labor costs. Data and analytics can shore up the relationship between guest experience and profits, ensuring that decisions remain in balance. An enterprisewide commitment to data and analytics is the key to achieving this balance. By putting the building blocks of a strategic analytic culture in place, hospitality organizations can move from reactive to proactive decision making – resulting in visibility, executive buy-in and competitive advantage.