In 2024, hospitality will be redefined through technological innovations, immersive experiences and a renewed focus on sustainability. Let’s briefly explore the key trends that are shaping the industry.
1. Technology to improve customer service:
a. Artificial Intelligence (AI): The integration of AI in hospitality is revolutionising customer interactions, enabling improved service. A case in point is using AI-enabled chatbots, which can interact with customers online, reducing wait times and providing agile and intelligent responses to their questions.
b. Robotic process automation (RPA): In hospitality, robotic process automation is becoming an invaluable asset. RPA (robotic process automation) is about automating business processes, performing repetitive actions and freeing up people’s time.
Robotic Process Automation (RPA) can ensure a seamless customer service experience across every aspect of a guest’s stay through the automation of tasks, including:
- Room reservations
- Front desk operations
- Room service requests and billing
- Check-in and check-out processes
- Management of online reservations
- Concierge recommendations
- Analysis of customer reviews
2. Immersive experiences with virtual reality
Virtual Reality (VR) is transforming how customers interact with venues and plan their bookings. Virtual tours allow you to explore the hotel or restaurant before you visit, getting a preview of the environment and facilities (spa, gym, meeting rooms, etc.).
On the other hand, digital menus make it easier for diners to see the dishes before choosing. This has significant advantages, such as saving time on explanations for the waiting staff (focusing only on recommending and enhancing the experience), eliminating paper printouts and updating information almost immediately. These benefits not only improve the customer experience but also promote the efficiency and environmental responsibility of the company.
3. Connection with the environment and emotions
a. Hyper-local experiences: the era of globalisation is giving way to a desire for authenticity. Hotels and restaurants are embracing local culture, collaborating with regional suppliers and offering experiences that highlight the area’s unique attributes. The focus is on creating memorable experiences steeped in local authenticity.
b. Emotional connection and personalisation: The shift towards personalised experiences is more than a trend; it is a new era in customer service. Establishing an emotional connection through unique offers and personalised services is becoming the cornerstone of hospitality. Some of these services include personalised concierge services, offering itineraries tailored to individual preferences and exclusive access to events.
4. Health, wellness and sustainability:
The health- and wellness-conscious traveller is driving a growing demand for hotels that offer fitness facilities, healthy dining options and spa services. In addition, customers are actively seeking establishments that prioritise sustainability.
Being identified as a “green” hotel can make travellers decide whether they want to know how establishments are committed to sustainability. Some of the most recurrent are saving energy with LED light bulbs, reducing complimentary toiletries, cleaning with eco-friendly products and installing high-efficiency facets to minimise water consumption.
5. Transforming spaces
a. Flexible spaces: The modern guest is looking for versatility in their environment. Hotels and restaurants are responding with spaces that can adapt to diverse needs. Convertible meeting rooms, multi-functional spaces and communal work tables that transform according to purpose are becoming staples in forward-thinking establishments.
b. Collaborative spaces: Hotels and restaurants are no longer places to sleep or eat. They are becoming collaborative hubs, with rooftop terraces and coworking spaces that foster an environment where people can exchange ideas, build communities and engage in commercial projects.
In conclusion, these trends define a new era in hospitality, where technology, authentic experiences and sustainability are intertwined to create unforgettable moments.
In 2024, hospitality will go beyond hosting and feeding; it will be about providing unique and memorable experiences for every guest.
