ITC Hotels delivering superlative experiences backed by technology and workforce

ITC Hotels has always been the trendsetter in the market and has taken some incredible initiatives to keep up with the trends like sustainability, global perspective, and finding balance with the new consumer habits. Benita Sharma, Area Manager North, Luxury Hotels and General Manager - ITC Maurya, shares a few aspects of the brand that prides itself on moving with the times and serving its customers in the most modern, convenient, innovative, and efficient way possible.

- Prashant Nayak

At ITC Hotels, they understand that curated experiences are essential for guests across all generations. To cater to the unique preferences and travel habits of each guest, they employ a range of strategies that focus on customisation and personalisation. Importantly, they leverage technology to provide a more tailor-made experience for tier guests. They also have an app that guests can download to access hotel services and make reservations among other services. All the hotels also have active and dedicated social media handles for active engagement and all their social media posts are geo-tagged which helps them in tapping the right audience.

"All these factors enable our guests to effectively share any specific requirements directly both pre and post their stay with us and make requests as per their convenience. We monitor our social media platforms effectively to track guest feedback and preferences, enabling us to quickly address any concerns or requests in realtime. We also have a loyalty program that provides benefits and rewards based on guest patterns, usage encouraging guests to return and providing us with valuable insights to further personalise their association with us," says Benita.