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3. Digital transformation and virtual tourism
- Prof. Dimitrios Buhalis
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4. Virtual tourism: a case study of the Aliathon Resort
- Prof. Dimitrios Buhalis
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Related Series
Questions
- What background information about the country, region, economy of the area and so on, would you require before calculating the resort’s ability to expand?
- What do you estimate is the mix in percentage terms between corporate, lifecycle event, sport, and tourist customers? What do you think would be the optimum mix of customers?
- What challenge or circumstances do you think prompted the resort to develop its social media strategy (this is different from what the aims of the strategy were)?
- How would you expect the resort to act if their social media platforms became a focus of criticism or complaints from customers? How is this different or similar to the way complaint handling is described in the talk?
- What can organisations in the tourism industry learn from the success of Aliathon in its social media strategy? What can organisations in other fields learn?
- Do you think it’s easier to create brand ambassadors for a holiday resort than for something more mundane such as groceries, banking, and other necessities?
External Links
- Aliathon Resort's website
- Aliathon Resort's Facebook
- Prof. Buhalis' website
- Prof. Buhalis' Twitter
- Prof. Buhalis' LinkedIn
- Prof. Buhalis' Facebook
About Business Presentations
This is a presentation made by a person with a financial interest in the business, product or service described. Evaluate it critically and form your own views about claims made and the additional information (if any) you require to form an opinion as a potential customer, investor, supplier or funder. The presentation has been commissioned by Henry Stewart Talks (HSTalks) for educational purposes. HSTalks does not charge or accept payment by the presenter, or any person associated with the subject matter of the presentation.
Printable Handouts
Navigable Slide Index
- Introduction
- Content
- The organisation
- About Aliathon
- Our hotels
- Resort facilities
- Other business operations
- The resort
- The goal
- Customer experience strategy and social media
- Implementation
- Customer experience and business growth
- The plan
- Implementation: Examples at the Aliathon resort
- Social media engagement
- Engagement statistics
- Post engagement and reach
- Human-centric approach
- Manage guests expectations
- Personalisation of customer experience
- Provide real-time support instant messaging
- Create memorable experiences
- Proactive complaint handling and managing experience
- Reviews
- Dynamic dialogue with customers
- Encouraging guests to share their photos and experiences
- Brand advocates and supporters
- Encourage and reward loyalty
- Receiving praise and user generated content
- The results
- Engagement brings results
- Various awards based on guest satisfaction
- Key values
- Innovative approach
- Smart hospitality
- More information
- Thank you
Topics Covered
- Customer experience
- Social media
- Business growth
- Customer engagement
- Guest expectations
- Complaint handling
- Innovation
Links
Series:
Categories:
External Links
Talk Citation
Buhalis, D. (2022, November 29). Virtual tourism: a case study of the Aliathon Resort [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 21, 2024, from https://doi.org/10.69645/LOQR6614.Export Citation (RIS)
Publication History
Transcript
Please wait while the transcript is being prepared...
0:00
Hello. My name is
Dimitrios Buhalis,
and I'm Professor in
Bournemouth University
Business School,
and a visiting professor at
the Hong Kong
Polytechnic University.
I'm doing this presentation
about Aliathon Resort in
Paphos, Cyprus, that we have
developed together with
Stelios Filippides,
who it's part of the
Filippides family
that owns the hotel
and he was the managing
director until recently.
0:26
We will talk about Aliathon and
we'll talk about the customer
experience strategy,
and the social
media strategy that
we developed in the
last ten years.
We'll show you how
this has become quite
successful for a small
independent hotel to
compete with many different
other hotels through
an engagement strategy that
has been very revolutionary.
0:54
Aliathon Holiday Village,
as it was known at that time,
was established in 1992 and
opened with 52 apartments.
It is owned by the Filippides
family and it takes
a whole range of
different facilities on a
holiday village format.
Today, Aliathon is one of
the largest and most
successful holiday
resorts in Cyprus.
It has a total capacity
of 460 doors or rooms,
and there's approximately
the capacity
to serve 1500 guests.
1:29
The Aliathon Resort is
now split in two hotels.
The Aliathon Aegean
and the Aliathon Ionian.
The Aegean provides
a much more relaxed and
tranquil environment,
while the Aliathon
Ionian provides
more adventure and it is
more family and
children friendly.