Guest Experience: YES and NOs for 2024

As we approach the culmination of another year in hospitality, it's become increasingly apparent that the landscape is rapidly evolving. Guests today have different expectations compared to previous years, and properties must pivot to meet these changing needs. Whether you're involved in marketing, operations, or revenue management within the hospitality sector, staying ahead requires a thorough understanding of what works and what doesn't anymore.
‍

How is the concept of 'bleisure' changing the traditional guest experience, and what can hoteliers do to tailor their offers to this trend?

The 'bleisure' concept is revolutionizing the traditional guest experience by merging business and leisure travel. To tailor their offers to this trend, hoteliers should analyze data to understand guests' preferences. They can create packages that accommodate extended stays, encourage guests to blend work and leisure, and even include options for accompanying family and friends.

Guest data is pivotal in adapting to the 'bleisure' trend. Hotels can leverage this data to identify potential 'bleisure' travelers among business guests. By understanding their interests and needs, hotels can offer personalised experiences, enticing them to extend stays for leisure purposes or explore additional amenities.

‍

How does dynamic pricing contribute to a seamless guest experience in the hospitality industry?

Dynamic pricing plays a pivotal role in enhancing the guest experience by tailoring prices based on individual preferences and behaviors of customers. It ensures competitiveness in the market, optimizes occupancy levels without overbooking, and allows for real-time adaptability to market changes. 

By personalizing prices and responding to market trends swiftly, hotels can offer a smoother and more tailored experience to their guests. 

‍

How does real-time pricing adaptation contribute to a more efficient and personalised guest experience in hotels?

Real-time pricing adaptation in hotels significantly contributes to a more efficient and personalised guest experience. It allows hotels to swiftly adjust prices based on market changes, individual preferences, and room category demands. 

By offering tailored pricing, hotels can optimize occupancy levels without overbooking, ensuring a smoother and more personalized experience for their guests.

‍

In terms of guest experience, what crucial factors should hotels consider when dealing with business groups and events?

When catering to business groups or events, hotels should focus on innovation, drawing inspiration from global trends in purchasing experiences. Prioritising fast, online, personalised, and data-driven solutions is key. Understanding one's own story, product offerings, and pricing strategies is vital before tailoring experiences for clients. By aligning the hotel's identity with client needs, hotels can deliver a more compelling and personalised guest experience.

‍

What are the key considerations for hotels in understanding guest preferences and behaviors for a more tailored experience in 2024?

Hotels must prioritise understanding guest needs and preferences to provide a tailored experience. Utilising data, such as guest profiles and preferences, allows hotels to create customised experiences. Forbes reported that 96% of consumers turn disloyal due to complications. To avoid this, hotels should engage closely with guests, acknowledging preferences, and rectifying any issues promptly to foster loyalty and satisfaction. 

‍

How can hotels strike a balance between leveraging technology and maintaining a human touch in guest interactions?

Striking the right balance between technology and a human touch is vital. Identifying touchpoints where technology enhances convenience or service delivery is crucial. For instance, offering tailored experiences using technology, like tracking and billing energy usage, can elevate guest engagement. However, recognizing that not all guests prefer a tech-centric experience is equally important. It's about providing convenience without losing the personal touch to cater to diverse guest expectations.

‍

How should the integration of technology in hospitality be approached?

It is important to have a purpose behind integrating technology in hospitality. Technology should serve a clear purpose in delivering a unique guest experience, rather than being implemented for the sake of convenience or trends. 

‍

Why is it cautioned not to overestimate trends in the hospitality industry?

Overestimating trends may lead to the adoption of unnecessary technology or services that might not align with guest expectations or needs. The emphasis is on focusing on guest needs and the value that specific technologies or services bring, rather than adopting them solely because they're popular in the industry. 

‍

How can hotels leverage the trend of travelers seeking cost-effective options?

Hotels can leverage this trend by customising pricing strategies, offering budget-friendly room packages, implementing dynamic pricing based on demand, providing flexible booking options, running targeted promotions based on customer needs, creating bundled offers, and utilising real-time market analysis for pricing adjustments. 

How can hotels attract a diverse range of travelers while adapting to market dynamics?

By aligning pricing with prioritised basic accommodations and understanding customer needs, hotels can attract a diverse range of travelers. Remaining adaptable to market dynamics involves monitoring guest feedback, adjusting pricing strategies accordingly, and utilising technology for real-time market analysis and adjustments.

‍

How does technology enable hotel staff to transition into a more engaging role for guests?

Technology is discussed as a means for hotel staff to evolve from mere receptionists to hosts who engage more meaningfully with guests. It's highlighted that technology should streamline tasks like payments, allowing staff to access and utilise guest information effectively, transforming their role into more hospitable and personalized interactions.

*The information of this post is based on the webinar hosted by Bookboost. You can find the details below

‍

Watch the full recording of the webinar here

‍