As the hospitality industry recovers from the upheaval of 2020, hotels have a unique set of challenges and opportunities in 2021. From changing customer needs to evolving technology, here are the five key hotel business news stories to watch this year.
1. The Rise of Contactless Technology
The pandemic has accelerated the adoption of contactless technology across industries, and hotels are no exception. Contactless check-in, virtual concierges, and mobile room keys are just a few of the ways hotels are meeting guests’ changing needs. In fact, a survey by Amadeus found that 68% of travelers prefer to use technology to reduce physical touchpoints.
Hotels that invest in contactless technology can not only cater to guests’ safety concerns, but also improve efficiency and reduce costs. For example, eliminating physical room keys can save hotels around $1,000 per year on average.
2. Hybrid Working and Event Spaces
With the rise of remote work, hotels have an opportunity to tap into the market for hybrid working and event spaces. By providing high-speed internet, comfortable workspaces, and meeting rooms, hotels can attract customers who need a change of scenery from their home office.
In addition, hotels can offer event spaces that cater to both in-person and virtual attendees. This allows hotels to keep revenue streams flowing even if some customers are unable to travel.
3. Sustainability and Eco-Friendly Practices
Sustainability has been a growing trend in the hospitality industry for several years, and it’s not slowing down in 2021. Customers are increasingly looking for eco-friendly options when they travel, and hotels that prioritize sustainability can differentiate themselves from competitors.
This can include initiatives such as reducing energy and water consumption, sourcing local and organic food, and reducing waste through recycling and composting programs. In addition to being good for the environment, these practices can also reduce costs and improve customer satisfaction.
4. Personalization and Loyalty Programs
As customers become more sophisticated and demanding, hotels need to find ways to tailor their offerings to individual preferences. This can include personalized offers and recommendations, loyalty programs that reward frequent guests, and customized experiences based on past behavior.
By providing a more personalized experience, hotels can differentiate themselves and build customer loyalty. In fact, a report by Epsilon found that 80% of customers are more likely to do business with a company that offers personalized experiences.
5. Safety and Cleanliness Standards
Finally, safety and cleanliness remain top priorities for hotel customers in 2021. Hotels that have invested in rigorous cleaning protocols and safety measures are likely to attract customers who are wary of travel during the pandemic.
This includes measures such as increased cleaning frequency, use of UV light and air purifiers, and social distancing protocols. Hotels that can assure customers of their safety and cleanliness standards are likely to be the most successful in the coming year.
As hotels navigate the challenges of 2021, the five key business news stories to watch are the rise of contactless technology, hybrid working and event spaces, sustainability and eco-friendly practices, personalization and loyalty programs, and safety and cleanliness standards. By keeping a close eye on these trends and adapting to changing customer needs, hotels can position themselves for success in a post-pandemic world.
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