According to Hospitality Net, in 2016 hotels around the world will rake in $550 billion. However, these days guests expect more than just a bed and maybe a free continental breakfast. Whether traveling for business or pleasure, guests want to feel they’ve gotten their money’s worth.
To meet those demands, hotel managers need to embrace evolving technology, promote healthy activities and go green to thrive in the changing hospitality landscape.
Technology is Simplifying Management Processes
The days of having to toggle between several different computer programs when helping guests are over. Alex Gaggioli at hospitality management software company Cloudbeds writes that SaaS software is set to become a major tool for hotel managers and staff this year and beyond. Gaggioli lists “channel managers, reservation systems, countless extranets, customer management systems, [and] email services,” as examples of the types of software that will have a huge impact on hotel management’s backend processes.
Health Matters
From businesspeople traveling for their jobs to families going on a relaxing vacation, everyone appreciates healthy options. Susan Jacobs at event planning company Smart Meetings notes that guests want healthier room service meals, fitness centers, and specialized options such as “lighting that energizes, air purification, yoga spaces, in-room exercise equipment and even vitamin-infused shower water.”
Grab-and-Go Dining Is More Common
Not only do guests expect healthier food, but they also want it quickly, says hospitality real estate company The Passport Group. Hotel managers may want to focus more on offering grab-and-go options for busy travelers and vacationers.
Smart Devices Will Become More Common
The Internet of Things lets users connect to appliances and devices via a smartphone or tablet. These smart devices are now translating from the home to hotels, says Hospitality Technology. Hotel chains are allowing guests to adjust all sorts of things with their phones, such as TV channels, lighting and room temperature. Guests can even gain access to rooms and other parts of the hotel via their phones.
Improved Security
With hotel managers and staff relying more on technology, they need to ensure that their security is airtight. Samsung Insights suggests getting a network audit done, which can reveal areas where hotel staff can improve security. “If you don’t invest in security and your hotel suffers a widely publicized breach, the loss of revenue will greatly outweigh the expense of upgrading your security,” the blog warns.
Guests Will Have to Pay More Fees
Kathleen Wong at real estate company Bisnow says hotels will add more surcharges and fees to room bills simply “because they can.” Customers may now have to pay for baggage holding and other services that were once free.
Millennials Matter
The biggest competition hotels have today is hosting services such as Airbnb. To get a leg up, hotels, in-house bars and restaurants are working to better accommodate millennials, Frosch Travel found. “Millennials are looking for high-tech, high-touch experiences when they travel,” Frosch says. “They also seek out personalized, gourmet experiences for a reasonable price.”
Wi-Fi Should Still Be Free
Social Hospitality shared a study that found that of the most crucial hotel amenities that guests expect, free Wi-Fi is at the top of the list. With restaurants, cafes and bars offering Wi-Fi for free, it isn’t so much a perk as a necessity for hotels to do the same.
Self-Service Check-Ins Will Become More Widespread
While it’s the job of the front desk staff to be as cheery and helpful as possible, this can be draining during the busiest hotel seasons. To keep guests happy and lines short, Jennifer Champagne at Capterra writes that more and more hotels will turn to self-service check-in technology.
Décor Should Reflect Specific Locales
Dean Minett at Minett Consulting wrote a piece on LinkedIn in which he discusses the growing appeal of services such as Airbnb and how hotels can compete. To do so, he says hotel managers should strive for décor that contextualizes their hotels’ locales.
“Hotels and short-stay apartments can’t claim to be individuals renting out their flats, but they can get better at delivering a sense of place,” Minett writes. “They can re-think key aspects of design, branding and service in order to shrink the conceptual gap between local and global, trendy and boring, involved and sequestered.”
Hotel Apps Make for a Better Guest Experience
Many companies and brands have made apps to better engage customers, and hotels are joining in, telecommunications company Mitel found. “A smartly designed guest app combines everything from deal notifications to hotel services to loyalty programs,” the company says.
Online Opinions Shape Reputation
These days, anyone can share their opinion on the Internet, whether it’s on social media or a review site. Realty Today writers state that “hotels are now more conscious of what customers say or post about them online,” combing through the likes of Expedia, Facebook, Yelp, Twitter and more. By taking guest concerns seriously, hotels can continue to improve services and protect their reputations.
Expect More Charging Stations
No, these charging stations aren’t for smartphones, but electric cars. Lyn Mettler at U.S. News & World Report writes that smaller hotels and big chains alike are making it more convenient for electric vehicle drivers to settle in for the night. She notes that Marriott has 170-plus charging stations, and Hilton Worldwide will have 100 by 2017.
Going Green Is Good
According to Shayne Benowitz at travel site The Points Guy, eco-chic resorts and hotels are the next big thing. “LEED certification is the gold standard for new hotel developments and renovations,” he writes, noting that chains such as InterContinental Hotels Group, Kimpton and Marriott are making greener decisions.
Fitness Hotels Are on the Rise
Fitness hotels are the solution for athletes and fitness gurus who want the same kind of workout they’d get at their local gym even when they travel. There is a boutique category of fitness hotels emerging, Sarah Schmalbruch at Business Insider says, highlighted by Westin Hotels, Wyndham Worldwide Corp.’s TRYP by Wyndham hotels, and the InterContinental Hotels Group’s EVEN Hotels.
Lobbies Have Evolved
For guests, the lobby is often their first impression of a hotel, so hotels take care to ensure that first impression is a good one, John Caulfield at Building Design + Construction says. He spoke to Tom Ito at design firm Gensler who says, “Lobbies and lobby bars are becoming more than just a place to wait.” He and his team remodeled Houston’s Hotel Sorella, which “features a multipurpose lounge that allows for more live, work, and play options.”
Pets Are Not Only Allowed, But They’re Treated Well
Guests who’ve had to leave their pets with a friend when they travel will find that’s no longer necessary. Michael Petrillose at JWU College of Online Education writes that more hotels are beginning to “welcome pets as what they are — an extension of the family.”
W Hotels, Kimpton Hotels, Loews Hotels and more have started programs that benefit pets. Guests may have to pay extra for pet lodging, but their furry friends get massages, specific dishes, pet beds, food and water bowls, leashes, treats and toys.
Hotel Websites Are Crucial Booking Tools
Hotel managers will have to make sure that their websites are mobile-optimized to appeal to the modern guest. Larry Alton at Tech.Co writes that “consumers want more than to just find a phone number to call for assistance. They want to be able to check rates and availability for their travel dates, and then to be able to reserve their accommodations right then and there, without having to call, and wait on hold, or go through phone prompts, or even worse, having to call back during business hours.”
Co-Working Spaces Replace Business Centers
Say goodbye to cramped business centers and hello to co-working spaces. John Arenas at Serendipity Labs says that these spaces may be “media-enabled studios and work lounges.”
As Arenas writes: “Put simply, the office is no longer a stagnant destination, but a mobile information environment that travels with the worker and enables full productivity integrated with all aspects of one’s lifestyle.”
Branded Amenities for Guests
Several hotels have linked up with big brands to create the ultimate luxurious experience for guests, marketing firm Relevance New York found. In Cape Cod, the Wequassett Resort and Golf Club provides guests with Sperry Gold Cup Shoes while Beats By Dre headphones await those who checked in at Peninsula Hotels.
Wearable Tech for Hospitality
Wearable tech is most often associated with fitness and fashion, but smartwatches and other such devices are expanding into the realm of hospitality. Meenu Sharma at the Center for the Future of Work writes that this tech lets guests access room service menus, get into their rooms without a card or key, book rooms, and even check in or check out.
Big-Name Chefs Will Cook at Hotel Restaurants
Jade Conroy at Telegraph Travel found that “…in 2016, many hotels are saying goodbye to cloches and cheese carts and turning the idea of a resident hotel restaurant on its head.” Famous chefs are doing residencies at hotel restaurants, cooking their signature dishes. With multiple residencies a year at some hotels, guests can get a limited chance to eat a meal from a certain chef.
