The Guest Who Came Back and the Moment You Almost Missed at Hospitality Tech 360

What does it actually take to bring a guest back? Not through aggressive re-targeting or bulk email sends, but in a way that fits inside a premium hospitality experience and makes the guest feel genuinely valued?

In this episode, recorded live on stage at HT360 at ExCeL London, Adam Forman sits down with Ben Heppell, Global Digital Marketing Director at Aqua Restaurant Group.

They talk about the repeat guest challenge that sits at the centre of Ben's role, why ecommerce tactics do not translate into premium dining, and what changes when you start connecting WiFi visit data to your reservation and CRM systems. Ben also shares how Aqua changed the way they measure repeat guest rate and what that revealed about the real problem underneath a metric that looked fine on the surface.

A grounded, honest conversation from a practitioner doing this work in real venues, in real time.

#CaptiveConversations #HospitalityMarketing #GuestRetention #HospitalityTech #CaptiveWiFi #RepeatGuests #HT360