Fry and his team saw what they call “the age of the hybrid guest” emerge. “Guests are coming on a little bit of business and a little bit of leisure, and we saw peak nights shift and other real changes in the way our industry collectively behaves.
I don’t think anyone had achieved the level of data analysis we were looking for,” Fry shared. “I wanted a crystal ball. I wanted to be able to predict the future and apply artificial intelligence to the questions that would elevate our business. - Brian Fry, President, Commonwealth Hotels
“With myDigitalOffice, our data is active and fluid and can be manipulated,” said Fry. His team went from reading a static report to now being able to ask questions about the data and being able to engage with it in a different way. “That’s not in everybody’s comfort zone just yet, but we are developing a culture of more entrepreneurial general managers to succeed in this environment.”
By adopting this new way of operating, the future looks promising to Fry and the Commonwealth team. “The things that we went through during the pandemic and that we’re still going through are going to make the greatest generation of hoteliers our industry has ever seen.”