Auteur/autrice : Jimmy Riot

Just a few examples include:

1. Either calling or emailing each guest with a personalized message after booking, rather than a generic automated email, asking for preference requests. This personal touch can make an important difference. Automated personalized guest communication is also a possibility, but requires a capable CRM system to be in place along with efforts of the staff to carefully gather and record valuable guest information.
2. Making an even better first impression by asking what the guest’s favorite drink is upon check-in, which can then be delivered to their room as a complimentary welcome gift.
3. Introducing an extra moment of appreciation, Sending a staff member to the guest’s room, or following up a different moment after check-in to see if everything is to their liking.

Training all client-facing employees, including front desk, food and drink staff, and activity sales employees in upselling and cross-selling is another way to drive customer engagement as well as revenue. It is a relatively inexpensive investment that can produce high ROI. Importantly though, employees should be well-versed in upselling or cross-selling to enhance the customer experience with personalized offerings without veering into pushy territory, which can have the opposite effect.

The changes to the hospitality industry may understandably seem overwhelming at times, given how broad they are and the speed with which they are taking place. However, with the right approach, hospitality managers can make the requisite changes to operations in order to take full advantage for commercial success. What is clear is that it will be the proactive managers and businesses, open to and embracing of change, with an intuitive understanding of how these hospitality trends represent unprecedented opportunities for business growth, who stand to benefit the most.

These 2022 and 2023 trends are driven by demographic movements, advancement in hospitality technology, and the importance of the mentality and approach from upper management. By designing a new, broad strategy that encompasses all aspects of hospitality for the modern market, and a willingness to evolve beyond traditional methods whose effectiveness is on the wane, properties can chart a robust, successful path forward. We have seen that failing to do so, and continuing by “sticking with what we know”, hospitality businesses may run a serious risk of falling behind their competitors, which can quickly transform into an existential threat.