CXOToday has engaged in an exclusive interview with Pranav Dangi, CEO & Founder, The Hosteller
How has The Hosteller utilized technology to enhance the booking experience for its guests, particularly in terms of user interface design and mobile accessibility?
The Hosteller recognizes the crucial role of technology in enhancing the booking experience for our guests. Our user interface design focuses on simplicity and functionality, ensuring a seamless booking process across devices. Enhancing the website’s user experience to ensure it is intuitive, informative, and engaging. Simplifying the user’s booking journey to decrease drop off points and cart abandonment.
Can you elaborate on the technological innovations implemented by The Hosteller to streamline operations and improve efficiency across its chain of hostels?
Our mobile-responsive design supports a seamless interface across devices, and we’ve introduced a contactless check-in/out process, hands free (Alexa) controlled rooms in several locations. Our web concierge app, Glu, allows guests to manage their stay digitally — allows guests to order food, book local activities or rentals, check our in house events, raise housekeeping requests and much more at the click of a button. This service is only available for The Hosteller guests.
With the rise of online reviews and social media influence, how does The Hosteller leverage technology to monitor and manage its online reputation effectively?
The Hosteller has developed its own Online Reputation Management (ORM) tool. This tool enables our Customer Experience team to quickly assess and address guest feedback, ensuring continuous improvement in service quality. Our proactive engagement in managing online feedback has maintained our high ratings and has increased trust among potential guests.
In what ways does The Hosteller utilize data analytics and machine learning to personalize the guest experience and optimize services offered at its hostels?
We use data analytics in multiple use cases ranging from predictive modeling for dynamic pricing & inventory management and competitor analysis, studying travel trends & map demand geographically, etc. On the operational side, we use data analytics to map guest’s life cycle (from their 1st booking to the most recent one), optimize purchasing cycles thereby minimizing costs and lastly to improve the overall satisfaction of our guests by resolving guest complaints and queries in the least time possible.
How does The Hosteller utilize technology to ensure safety and security for guests, especially in terms of online payment security and emergency response systems?
We ensure the safety and security of each guest by:
- Enabling all the hostels with centralized CCTV monitoring system
- Liaising with local authorities, onboarding emergency contacts such as doctor on call, fire/ambulance, etc.
- Mandatorily employing min. 1 female employee at each property
- Smart entry and exit automations
- Guarded premises
- Having SOS and emergency exit plans in case of fire or any natural calamity
- Providing constant training to all employees in fire fighting systems, disaster management, etc.
- Implementing POSH policies at workplace
With respect to our payment collection process, please note that we are India’s smartest D2C hotel operating brand and therefore 99% of the payments collected are through our trusted partners such as Razropay, Airpay, etc. Additionally, as we’re a zero cash transaction company, our vision is further strengthened with the development of internal proprietary tools for advance payment collection, automated cancellations & refunds, loyalty points & wallet balances, etc.
How does The Hosteller stay abreast of emerging technology trends within the hospitality industry and incorporate them into its long-term strategic planning?
We believe we are the trend setters in the hospitality sector. Having said that, The Hosteller always aims to stay 2 steps ahead of emerging trends in the industry. Currently, we are working on a “humanless hotel operations” model with zero touch points for any guest with a belief to disrupt the entire hospitality sector reducing the industry’s dependence on human resources.
How does The Hosteller’s motto, “Travel smart, live smarter,” align with its commitment to revolutionizing the travel industry, and what initiatives does the company undertake to fulfill this promise?
The Hosteller’s motto, “Travel Smart, Live Smarter,” is embodied through every technological initiative we undertake—from smart rooms powered by Alexa to our comprehensive Glu app that enhances guest autonomy and convenience. Additionally, our focus on community-building activities and personalized experiences aligns with our mission to revolutionize travel by making it smarter and more connected. These initiatives demonstrate our commitment to not just meeting, but exceeding, the expectations of modern travelers.
