HOTELS’ network of global bloggers regularly make bold predictions about the future of the industry, but for the October issue of our magazine, we asked them to weigh in on just one burning question: What are the most significant ways guest needs and demands will change over the next five years?
In addition to the responses shared in HOTELS’ print edition, below are more thoughts from our bloggers regarding what to expect on guests’ future wish lists.
Yvette Jong, founder and director, Craft House, Hong Kong
“In the next five years business travel will change as companies allow employees to work from flexible office spaces and use video conferencing and virtual meetings in lieu of expensive and unnecessary travel.”
To read Yvette Jong’s regular blog, click here.
John Murtha, general manager, Omni Parker House, Boston
“Guests will expect to use all forms of social media to be in contact with hotels and receive immediate replies to questions and reservation requests. Once in our properties, they will demand no-cost, high-speed Internet access that provides seamless, no-hassle connectivity for all of their devices.”
To read John Murtha’s regular blog, click here.
Donna Quadri-Felitti, academic chair and clinical associate professor of hospitality and tourism, New York University, New York City
“One of the new normal expectations of guests will be to receive immediate, customized responses to problems, complaints and questions from brands by real employees and not automated system responses. This will require a significant increase in training of talent and the hiring of educated, empathetic service teams who are empowered with technology.”
To read Donna Quadri-Felitti’s regular blog, click here.
Sherri Scheck-Merrill, vice president, Amenity Services, Tustin, California
“I keep hearing about lifestyle branding, which today far exceeds “making a guest feel at home” or simply taking a “green” approach. Pristine service, a clean room and comfortable bed are universally expected. Hotels need to break with what has sufficed in the past and fully execute a new experience that includes tailored services and unexpected personal amenities that parallel a “Dreamworks” type of experience.”
To read Sherri Scheck-Merrill’s regular blog, click here.