The world of hospitality is changing in a number of ways, and businesses that want to prosper in the future should take stock of a few of them. Let’s run through five significant trends.
Embracing Artificial Intelligence for Personalised Guest Experiences
Like the wider economy, the hospitality industry has the potential to be transformed by artificial intelligence. How? That’s less than clear.
One AI-driven change that’s already widespread is the use of AI in tailoring guest experiences and in interacting with guests before they arrive. Chatbots are often used to address common questions, and take bookings. This leaves human staff free to focus on providing the best possible service.
AI recommendation systems, which help point would-be guests toward a business that can cater to their precise needs, are also poised to change the game in hospitality.
Sustainability Initiatives: Meeting the Demand for Eco-Friendly Practices
Customers, stakeholders, and regulators are increasingly concerned with the state of the environment. It therefore makes particular sense for hospitality-related businesses to express sustainable values, and to behave accordingly.
The design of new buildings, and the modification of old ones, might help a business to reduce its emissions and waste. The culture of a workforce might make a difference, too – if staff take a proactive approach to things like recycling, it can help drive down the carbon footprint of the business as a whole.
The Rise of Contactless Technology in Enhancing Customer Convenience
During the COVID-19 pandemic, the limit for contactless payments was raised to £100. The Financial Conduct Authority is now considering lifting the limit further – or perhaps removing it entirely. This would vastly simplify the process of paying for a room.
There are other wireless technologies which might make a difference. Check-in via mobile, and contactless, card-based room keys are two excellent examples.
Navigating Regulatory Changes Impacting the Hospitality Sector
It isn’t just technological and cultural change that might shift the behaviour of hospitality businesses. There are also regulatory changes to think about. The most salient of these involve licensing and safety. For example, as part of the Plan for Change, the government is now looking at allowing bars and restaurants to stay open later. For some hospitality businesses, this might create a welcome boost.
Getting on the right side of impending regulatory changes often means consulting with specialists in hospitality law, who will help to make a business compliant, and also optimised.
Leveraging Data Analytics for Strategic Decision-Making
The modern world is awash with data, and hospitality businesses can make good use of it when making strategic decisions and tailoring customer experiences. It might also be useful in recruitment, helping hospitality businesses to find the staff that will make a difference.
