Authenticity, sustainability and experiences dominate guest expectations. But how can hotels meet the wishes of today’s travellers?
Aiming to please is the purpose of the hospitality industry. But in today’s world – where guest expectations are so widely varied – what should hoteliers prioritise in a bid to provide each and every guest with a memorable experience?
From unique experiences and sustainability to seamless technology integration, today’s travellers have packed a myriad of ever-changing expectations into their holiday luggage. Discover the top travel trends below, with tips on how hoteliers can meet the needs and wants of today’s guests.
Sustainability and eco-conscious practices
Travel further, stay longer. Trains not planes. Genuine local community engagement. These are more than slogans or ideas; they’re a key consideration for many, with 45% of travellers citing sustainability as ‘important’ in a recent survey.
The days of wasteful travel and hospitality are long gone. Travellers are highly conscious of their environmental impact, and actively seek out hotels that share their values. This shift towards sustainability has driven the rise of eco-friendly hotels which prioritises energy efficiency, recycling, and locally sourced products.
To meet this expectation, hoteliers should consider implementing energy-saving measures, such as LED lighting and smart thermostats. Offering refillable toiletries and eliminating (or at least reducing) single-use plastics can also make a difference, as can sourcing food from local farmers and supporting nearby businesses.
Smart rooms and seamless technology
Guests expect a seamless digital experience – right from the time of booking, throughout their stay and post check-out. As a minimum, ensuring your property has high-speed, reliable WiFi is essential – guests are used to having the world at their fingertips and wish to stay connected to family, friends and the office.
‘Smart’ rooms (e.g. motion sensors to control lighting; window tints that adjust to natural light, enhancing natural temperature control), mobile check-ins, and keyless entry are just a few examples of advanced tech which enhances a guest’s stay.
As homes become more technology enabled, guests expect a bigger ‘wow’ factor from their hotels, particularly four- and five-star properties. Hoteliers can meet advancing expectations by investing in the latest smart technology.
Personalised experiences and customised services
Today’s travellers seek out personalised experiences which cater to their individual preferences. The more unique, the better. This might involve customised room features, personalised welcome amenities, and unique recommendations of local attractions and activities.
Implementing a customer relationship management (CRM) system is vital for hoteliers to provide a personalised guest experience. By recording (and safely storing) data both provided by guests (name, address, date of birth/age, spa treatment preferences, dining preferences, room requests, guest history) and that gleaned from engagement between your staff and guests, there is a wealth of information available to shape each guest’s experience. It’s important that all your systems are connected, pooling data in a single source, for a holistic picture of your guests.
Unique and authentic design
Cookie-cutter hotels are becoming less appealing to travellers. Ensuring your hotel has a unique and authentic design, reflecting the local culture and location, is a great way to create a distinct atmosphere for their stay.
Hoteliers don’t need to tear down and rebuild their property to achieve this. Small touches like artwork, the type of drink offered upon arrival, or the fragrance of bathroom amenities can all help reinforce to the guest their location. Commissioning local artists to create unique artwork can convey an area’s heritage or popular aspects of the locale. Purchasing oranges off a local farmer and squeezing them into a glass of fresh orange juice on arrival can tap into a guest’s senses.
Wellness and wellbeing
A growing trend in the hospitality industry, travellers are increasingly seeking hotels which offer relaxation and rejuvenation. This may involve fitness facilities, spa treatments, swimming pools, or wellness options such as yoga classes and healthy dining choices.
To meet this expectation, hoteliers should consider investing in wellness facilities and programmes. If you have meeting space that is always empty during peak summer months, consider switching out the furniture for yoga mats to service your leisure guests. Don’t have a gym or space for a pool? Collaborate with local gyms and leisure centres to secure your guests access. Consider how you can creatively dedicate a space to this growing trend.
Meeting traveller expectations today and tomorrow
Today’s travellers have high expectations when it comes to their leisure time, especially their hotel experience. Hoteliers who focus on sustainability, technology, personalisation, unique design, and wellness will be well-positioned to meet these expectations today and tomorrow, standing out in a competitive market.
For hoteliers looking to embrace these trends and enhance their guest experience, choosing the right technology partner is essential. SIHOT offers a range of solutions designed to streamline operations and improve customer satisfaction.
Get in touch to find out more about our innovative hospitality solutions.