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HVC 2023 Review: Trends and Challenges in Omni-channel Distribution
Yanolja Cloud
2023-04-28 8:33:29


Yanolja Cloud was invited as a panel speaker and a co-moderator at the Hospitality Vietnam Conference 2023, held at Caravelle Saigon in Ho Chi Minh City, Vietnam on April 26-27th.

A cloud-based SaaS company, Yanolja Cloud provides operational solutions in more than 60 languages, in 170+ countries around the world. Yanolja Cloud is leading the digital transformation of the hospitality and leisure industries and building a robust cloud solution ecosystem that meets the unique needs of its diverse customers. Leveraging its SaaS model, which enables quick and efficient installation and operation, Yanolja Cloud is continuously expanding its customer base and providing locally optimized solutions for businesses around the world together with global Yanolja Cloud member companies.


The Hospitality Vietnam Conference (HVC) has been an annual gathering of hotel owners, developers, investors and senior executives for the hospitality and leisure industries for six years. The conference provides an extensive platform for industry professionals to exchange ideas and share their insights on industry trends, from hotel and resort investment, design, and project development to technology deployment, marketing, distribution, and business development. This year’s HVC2023, held over two days on April 26th and 27th, focused on two themes: the Hotel Investment & Development Summit and the Hotel Revenue Summit. In this article, we will take a closer look at the panel discussion on the 27th in which Christine Tan, Yanolja Cloud (formed from Yanolja, Korea’s leading travel platform) ASEAN Commercial Director, shared her valuable insight as a member of the panel.


Discussion Intro

Christine Tan took part in the discussion panel of hospitality and leisure industry experts to share her industry expertise on the challenges facing hotels as well as her valuable insight on omni-channel distribution.

The discussion was divided into four parts, with Norbert Vas, COO at Archipelago Indochina, and Bernard Quek, Founder & CEO at Global Hospitality Solutions Pte. Ltd., joining Christine as panel members.

<The Distribution Mix: Dissecting Trends and Challenges in Omni-channel Distribution>

  • Part 1: Current State of Play
  • Part 2: Trends To Watch in Hospitality Distribution 
  • Part 3: Challenges Facing Hoteliers Like You in the Audience and How to Address Them
  • Part 4: Opportunities that You Can Seize in this dynamic, Changing environment.


Insights: What we shared

Yanolja Cloud
▲ Yanolja Cloud ASEAN Commercial Director Christine Tan speaking at the panel discussion.

During the panel discussion, the speakers agreed on the importance of an omni-channel distribution strategy in light of the expected growth in online sales, projected to reach 81% of hotel revenue by 2027(Satista). Christine Tan shared her insights on the current trend. “In recent years, many hotels have been actively embracing direct booking to diversify their sales channels and take control of their customer data as first-party owners. However, this does not mean that Online Travel Agencies (OTAs) will lose their dominance in the industry,” Christine remarked. She emphasized that hotels should prioritize the adoption of innovative technologies that enhance operational efficiency and elevate customer experiences, rather than focusing solely on overhauling their sales channels.

The discussion also touched on the importance of technology trends and their impact on the industry. AI, machine learning, and big data are already being utilized in various forms such as PMS, Revenue Management, and Dynamic Pricing. Christine explained the role of technology in enhancing operations and customer satisfaction in the increasingly digital customer journey, stating, “As the customer journey moves more and more online, hotels are deploying mobile systems and implementing solutions to meaningfully engage with the guest journey.” Bernard Quek added, “These technologies have also enabled properties to use data-based CRM marketing to strengthen customer satisfaction and loyalty, ultimately leading to the growth of direct bookings.”

Throughout the panel discussion, the speakers also offered recommendations and tips for businesses to grow in the future. Norbert Vas emphasized the importance of online distribution in Vietnam’s travel market, stating, “Vietnam’s travel market is still centered on providers, with little understanding of online distribution, but we need to know that this is a tremendous opportunity cost incurred.” In response, Christine recommended, “Invest in an excellent website, use hotel management software that gives you a clear a complete view and management of your distribution channels,” to minimize opportunity cost and improve profitability.

All panel members underscored that technology is not merely a tool to replace human resources. They emphasized that despite the dynamic and evolving market, customers still value the human touch, and skilled staff are essential for delivering personalized and sophisticated services. In light of this, Christine Tan proposed a balanced approach, stating, “It is critical for hotels to strike a balance between leveraging technology to enhance the guest experience and investing in talent development and retention to ensure high-quality service delivery.” 


Next step for the growth

Having heard the insights from hospitality industry experts during the panel discussion, what will be your next step to improve your business? We will wrap up this article with Christine’s closing remarks. 

“Build a roadmap if you haven’t made one. Use technology to maximize your online distribution and build on your direct channels. Come talk to me if you need help.”

Yanolja Cloud creates technology that makes it easier for hospitality and leisure properties to transform their business and delight their guests. If you are looking for solutions to improve operational efficiency and drive sales growth, Yanolja Cloud offers customized solutions to meet your business needs. We’d love to hear from you – feel free to reach out to us at any time.