Last month, we looked at some of emerging travel trends for the hospitality industry. But as anyone who works in the world of hotels can tell you, it’s a busy, busy field.
There are always new things to be aware of, which is why we’ve decided to share this list of hospitality industry 2017 trends, as put together by DJ Valluri of Lodging Interactive.
- Texting and chat in customer service
Guests will still crave real time customer service from real people, whether they’re booking a room or planning an event. That’s where texting and live chats can help hoteliers to effectively reach out to their guests, and make them feel at home.
“Working with a person, not a machine with robotic responses makes the guest feel welcome and cared for,” Valluri writes. “Also, people want on-the-spot service when they need those towels or want to know what eateries are in the areas.”
- More IT means more security
Many hotels have expanded their use of artificial intelligence to handle jobs ranging from housekeeping to concierge services. This shift offers greater efficiency and service and reduced costs, but also brings the need for added security. “Hoteliers will have to factor in account security to protect data and guard against identity fraud,” says Valluri.
- More mobile users
For the hospitality industry, 2017 will continue to be the realm of the smartphone. Most searches are conducted on mobile devices, and more than half of all travelers use those devices to book their trips. That number is expected to jump from 50 percent to 86 percent over the next two years. From booking to check-ins to room service, hotels and bed and breakfasts can expect mobile use to become the norm.
- Mobile friendly websites are a must
The advent of Google’s mobile-first indexing has turned mobile friendly websites from “Something that we should do” to “Something that we MUST do.” More and more searches are happening on mobile devices, which means search terms will become more localized, requiring meta data to include location. At the same time, businesses will need to prioritize speedy search results to stay competitive.
- Marketing to millennials
Millennial vacationers don’t want the same things as their parents when it comes to vacations. “No packaged deals for this crowd!” Valluri says. In 2017, hospitality industry professionals need to recognize that millennial customers want a unique experience, from food to tourism to the place that they stay. Hoteliers will need to find ways to create “shareable and unique” experiences to satisfy this market.
If you work in the hospitality industry, 2017 and its trends have given you a lot to think about. Let InnStyle help you make your life a little easier.
Contact InnStyle today to learn how we can make your rooms more comfortable. Our dedicated sales team is looking forward to assisting you.