Johan has many years of experience from the hospitality industry. He held different positions such as reception, booking and revenue manager, which allowed him to acquire a great empathy for both sides of the business, the hotel guest and the hotel staff / operation.
When working as a booking agent he couldn't believe how much money the hotel left on the table by only being available during business hours. Obviously the calls would be direct to front desk during non business hours but long lines of check in risked missing phone calls that could have been a large group booking going to one of our competitors.
The value for such conversational bookings, personalized requests are much higher than a standard bookings. With the right technology these revenue opportunities can be captured and converted.
During his career within the revenue management scene he quickly realized something was missing for the conversational booking segment. He set out to do something about this! The personalized hotel service experience starts at booking, not check in.
Johan has also written several books on the subject of Revenue Management. The latest one is to be released in January 2019 and is called: Manage Revenue! - Learn the 8 Timeless Skills Behind Successful Hotel Revenue Management
Niklas has many years of experience in the travel industry, for example as a Regional Director of the Nordics and Baltics at a world leading travel distribution company. In addition, Niklas also has many years of experience in a variety of Hotel Management positions across the world in addition to his Swiss Hotelier background and university degree. When Niklas entered the travel distribution scene, after about 4 years of absence from the hospitality industry when he was a Performance Management consultant for a Swedish Management company, he realized how broken the digital customer journey was, and how the existing distribution scene capitalized on disconnecting travelers from service providers like hotels. That made him think about the importance of hotels being able to offer digital customer journeys that are equal or better than any other booking platform.
Furthermore, Niklas is a global traveler and travels frequently with his family. When booking his trips for his family he realized that there is no good booking option for a family travelling – typical booking engines on hotel website does not offer any level of personalization, which creates frustration in the booking process and ultimately pushes the traveler to book somewhere else than direct. Niklas and Johan started to do research on this problem and realized that over 20% of the travel population has complex booking enquiries and wants help to personalize their bookings.
Furthermore, their research also showed that 4.2 billion people already use messaging in their day to day life, and that the millennia will represent the majority of the travel population in the coming years. This sparked the idea of Instaroom, where we help hotels to connect to their travelers through messaging on their website, and where we can help hoteliers to automate their messaging and personalization strategies to boost direct bookings and to ultimately help hoteliers to take control of their digital customer journeys.