In the digital era, the challenge for hotels no longer ends with simply selling a room. Growth increasingly depends on how effectively businesses connect with guests before, during, and after their stay, while turning each customer touchpoint into an opportunity to generate additional revenue and build long-term relationships.
This is also a key perspective that Crystal Phuong - Head of Account Management, APAC at Aven Hospitality - will bring to HORECFEX VIETNAM 2026, Da Nang - Vietnam.
With experience spanning sales, marketing, and account management across the Asia-Pacific and Middle East regions, Crystal has developed a strong understanding of the challenges hotels face as they pursue sustainable growth. These include dependence on distribution channels, difficulties in expanding non-room revenue, and the underutilization of guest data to create more relevant and personalized experiences.
In her current role at Aven Hospitality, Crystal works with the regional team to help hotels optimize their operations through distribution, retailing, gift cards, and AI-driven guest solutions. These tools not only enable hotels to reach customers more effectively but also create greater opportunities for upselling services, personalizing recommendations, and maintaining engagement after a guest’s stay.
The value of Crystal’s session lies in demonstrating how technology can be translated into tangible business opportunities. Instead of viewing each room booking as an isolated transaction, hospitality businesses can see the entire guest journey as a series of opportunities to create additional value – from selecting the right sales channels and designing compelling offers to developing gift card programs and recommending services tailored to individual needs.
This session will be particularly relevant for hotel managers, sales and marketing teams, revenue management professionals, and hospitality businesses looking for new ways to reduce their dependence on traditional room revenue.
Through practical insights and experience across multiple markets, Crystal Phuong will highlight an important principle for modern hospitality: revenue growth does not simply come from selling more. It also comes from understanding guests better and creating greater value at every touchpoint.