This article is based on seven major trends that are characteristic of the entire industry in 2019. I have prepared the current trends in the global luxury hospitality industry. Have a look!
New local services
There are apps which allow people living near hotels to access local services. In other words, these applications allow hotel owners to provide various services to people who are not guests of their hotels. This includes delivery of bouquets and products, yoga or other fitness products, and car rental. This step will allow companies to go beyond the limits of individual topics. Examples of such apps are Priscilla, Hilton Honors, and Marriott Hotels.
Mobile payments reach another level
As experts say, 2019 is the year of a smooth transition to mobile payments in the hospitality system. Paying in an app should be a simple, clear, and safe process. UX occupies the biggest part of the development and has the key meaning for future apps, as excessive mistakes lead to the loss of users.
The Concept of “luxury” is changing
Austerity is no longer the hallmark of a luxury hotel. Recently, one of the main qualifiers for this segment has become an ease.
For example, it is not necessary to come in a three-piece suit to a hotel restaurant. Many guests of luxury hotels no longer want to burden themselves on vacation, and this is one of the main trends.
They want to come to the restaurant in sneakers and training pants (of course, expensive attire). Today’s consumers of luxury have the same wealth as their predecessors 5-10 years ago, but they spend it very differently.
This is especially true of the millennial generation, which, as you know, spends money not so much on material goods as on a unique experience.
Environmental Friendliness of Travel has Increased
Tourists with a broad outlook and focused on creation today intend to extract the most from their travels without harming nature.
They want the hotels they stay in to take part in eco-friendly promotions and programs, as the safety of the environment for many travelers around the world is important.
The value of individual services is growing
In recent years, the hospitality industry has been trying to learn as much as possible about its guests in order to competently customize the menu of services. To do this, they actively use mobile applications and loyalty programs.
In the hotel business, a certain trend has formed: some hotels already offer the service of communication via instant messengers. AI is influencing the hotel industry through services like Chatbots. For example, you can contact them through their own applications, or alternatively, using classic SMS, Facebook Messenger, or WhatsApp.
In 2016, bots were introduced by Kayak, Expedia.com, and Skyscanner – famous travel brands.
The idea was not new: the technology was taken over from the main messenger platforms – Facebook Messenger and Telegram. You can be sure that the rest of the travel brands and independent hotels will follow. This is how the first signs of a real chat bot revolution appear.
In order for consumers to communicate conveniently with the hotel for bookings, the latter need to indicate their presence in the messengers (since most of their customers are there). Thanks to this, both individual landlords and network hotels can significantly reduce their level of dependence on travel agencies and have direct internet business (of course, without commission).
With the help of chatbots, it will be possible to provide the most personalized approach at all stages of a trip, starting with booking a hotel and ending with the interaction during and after the trip. The chatbot will be able to collect information about the guest, interacting with him or her at each stage of the journey. Thus, this useful data will be possible to automate and use during future visits of the visitor.
The chatbot will be able to send personalized offers to guests based on their previous visits listed in their profile. For example, it can offer to book a transfer from or to the airport, provide options for places where you can order dinner, or see the spa procedures. In such cases, the intervention of the hotel staff will cease to be necessary, as it will be possible to implement everything directly.
We can conclude that chatbots will be able to help hotels raise customer service to a more advanced level. Of course, technology will not be able to completely eliminate the guest’s need for human interaction: do not forget about complaints, various exceptions to the rules, special requests, and unforeseen situations. But for such conversations, the bot can always redirect the client to a live employee. Thus, chatbots will be a huge advantage for the hotel business.
Smart appliances and wellness rooms
Many hotels equip rooms with “smart appliances,” which helps to save water and electricity, removes some routine tasks from staff, and helps to improve the level of service. Also, do not forget that the various elements of the “smart home” are actively used by people in their homes. When they check into a hotel, they want to get a level of comfort no worse than at home. Therefore, all hoteliers are forced to meet the requirements of the time.
However, the leading players in the hotel market are already actively working in this direction. There is no need to go far for examples. Back in November 2017, Marriott announced the availability of a laboratory in which technology for smart rooms is being developed and tested.
The hotel operator uses not only its development but also solutions from leading global companies. Room management is done through the mobile application. It is enough to make a couple of touches on the touch screen to adjust the lighting and the temperature in the room. Also, through the application, you can control the smart appliances installed in the room.
Of course, luxury hospitality is important for hotel visitors around the world. Hotels should do everything possible to make a visitor have the greatest vacation. However, the vacation can be spoiled by work that you need to do or assignments that you may have as a student. To forget about your homework, use GPALabs and have the greatest vacation!
John Mcgill is a freelance writer from New York. He is interested in the field of academic writing, psychology and journalism.
He likes to share experience in his articles for sites and blogs.