As the economy recovers and the industry opens, players should adopt these trends to rebuild trust and customer loyalty.
Changing customer demands and the shrinking tolerance to poor customer service significantly affect the travel industry. A poor customer experience in the hotel industry can turn off other potential customers. Growing customer expectations, especially regarding hygiene, service quality, technology, and increasing competition, are the major challenges facing this industry. As the hospitality sector slowly rekindles its operations after the pandemic, it should adopt various changes to address these challenges.
General cleanliness and hygiene are essential for hotels and other players in the hospitality industry. As a result, it isn’t surprising that hygiene and cleanliness are the number one priority for those looking for hotel recommendations. Hotels and travel agencies can meet health and safety standards in various ways. Most guests would give up on hotels with luxuries, such as Wi-Fi access, than stay in dirty rooms.
Efficient housekeeping is crucial for brand reputation and guest loyalty. The first step is providing hotel staff with personal protective equipment, such as gloves and masks. Disinfectants, antiviral agents, and UV light are also becoming a norm, especially after the pandemic.
Most hotels installed electrostatic sprayers, which mist disinfectants uniformly through their facilities. Others have installed sophisticated air filtration systems and wall-mounted hand sanitizers in high-traffic areas. High-end hotels have leveraged technologies, such as Roomba robots, for continuous room cleaning. However, being new inventions, problems, such as Roomba leaving clumps of hair, battery life issues, and other complaints are still common.
Technology has become an integral part of everyone’s life. Hotel guests have made technology a travel companion in many ways. Fortunately, the hospitality sector has embraced various technological revolutions. Innovative technologies benefit customers while simplifying hotel operations.
According to an Oracle Hotel Survey, guests are more than willing to engage with brands that have new technologies as they can control their experiences. Initially, this revolved around Wi-Fi connection, which is currently a basic need. Currently, hotels have adopted robotics, voice-controlled technologies, and other installations, such as golf simulators and smart mini bars, to improve customer experience.
3. Meaningful experiences
While people travel for various reasons, everybody wants to remain with powerful memories of their trips. As a result, there’s a growing demand for guests to “experience” their trips. Technology, design trends, and personalization in the hospitality industry can provide meaningful customer experience and increase loyalty.
Guest loyalty is no longer just about having a nice meal and great services. Restaurants should strive to provide a memorable dining experience. This calls for the adoption of various design trends, such as dining in the dark and luxurious sea dining for cruise travel. Customer experience should be an extension of quality customer service.
Sustainability is becoming a top agenda in every organization as more people become aware and concerned for the environment. Visionary hoteliers should understand and implement responsibility programs to win like-minded customers. Hotels spend a lot on utility bills and energy costs. However, adopting sustainable practices can help them save on costs while meeting customer expectations.
Hoteliers should work towards exceeding customer expectations for profitable growth. As the economy recovers and the industry opens, players should adopt these trends to rebuild trust and customer loyalty.
Tatiana is the news coordinator for TravelDailyNews Media Network (traveldailynews.gr, traveldailynews.com and traveldailynews.asia). Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.
She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.