Sandeepan S. Bhar, Chief Revenue Officer at Asapian Hotels and Resorts, shared with our Content Writer, Meghna Kanwar, his insights on balancing revenue growth with exceptional guest experience. From leveraging AI-driven analytics to enhancing direct bookings, he discusses the evolving role of the CRO and the key strategies shaping the future of hotel revenue management.
MK – As Chief Revenue Officer, how do you balance revenue generation with delivering an exceptional guest experience?
SB – As Chief Revenue Officer, I balance revenue generation and guest experience using data-driven insights for dynamic pricing and personalised offers. I encourage department staff to prioritise service, integrating guest feedback for continuous improvement. This approach ensures financial goals are met without compromising guest satisfaction, ultimately nurturing loyalty and encouraging repeat business.
Sandeepan S. Bhar, Chief Revenue Officer, Asapian Hotels
MK – How has the role of the CRO evolved with the rise of technology and digital transformation in the hotel sector?
SB – The CRO’s has evolved from traditional revenue management to a strategic role focused on data-analytics and digital-marketing. With the integration of AI and machine learning, now it’s effortless to optimise pricing, enhance guest experiences, and drive personalised marketing, making them essential for growth in a competitive, tech-driven environment.
MK – How has leveraging technology directly contributed to revenue growth at Asapian Hotels and Resorts?
SB – Technology is all about today. Revenue System leveraging Dynamic pricing to enable real-time adjustments based on demand and understand guest preferences. Our user-friendly website encourage direct bookings & reducing reliance on third-party platforms. CRM systems facilitating loyalty by delivering targeted communications and offers. Additionally, digital-marketing strategies increase visibility and attract new customers. Together these technologies create a more efficient and responsive environment for Asapian Hotels.
MK – How do you integrate guest feedback into your revenue growth strategies?
SB – We try to collect feedback from every guest whosoever using hotel products & analyse reviews to identify preferences and areas for improvement. We use insights to enhance guest satisfaction and retention, design marketing campaigns to highlight strengths. This approach not only boosts guest loyalty but also attracted new customers, increases repeat bookings and drives positive word-of-mouth, ultimately boosting revenue.
MK – What trends do you see shaping the future of hotel revenue management?
SB – Future of revenue management will be shaped by AI-driven analytics, dynamic pricing strategies and personalised marketing. In one-side sustainability will influence guest choices & on other side real-time data integration will enhance decision-making. Currently the focus is on direct-bookings and digital channels has led to prioritise online presence and customer experience.
MK – What advice would you give to other revenue leaders looking to enhance guest experience without compromising on profitability?
SB – I will suggest Revenue leaders to focus on data-driven insights to understand guest needs and their behaviours. Invest more on staff-training for exceptional service and personalise offerings to create memorable stays. Also use technology for automation and targeted marketing, ensuring every touchpoint adds value.
