If we take a look at how the luxury market has evolved in the last 5 years, most of you will surely say that ‘digital’ is one of the first things that you would think of. Technology has made so much impact on the travel and hospitality sectors. Nowadays, travel and experiences are amongst the highest priorities for generation Y (a.k.a Millennials).
This paradigm shift has provided great opportunities for hotel companies to develop their brand’s DNA. If you’re a traveler, you might want to read on below to discover what the future of luxury hotel stay will look like and how technology became such a huge part to every hotel businesses regardless of their category.
More guests are becoming demanding
Luxury operators nowadays are doing the best they can to make themselves stand out from a very competitive industry. Guests are always expected to be demanding for a more personalized, exclusive, and emotional experience. These luxury hotels would want to make sure that those demands are met by investing and building out guest profiles.
There is nothing wrong with documenting the likes and dislikes of the customers to know their preferences. This will truly be determined and confirmed by several encounters, requests, and specificities. Although documenting can help, at the end of the day it will still be up to the clever hotel staff that is trained to observe, listen, and converse, and decide how they can efficiently interact with guests.
Credibility relies on the concierge
Luxury hotels are expanding their concierge teams since city-specific information are almost available online. The problem of having an overloaded information online is that you cannot determine which is real and fake. The credibility is questionable.
Concierge teams today takes over the responsibility as an expert to filter information and their service will continue to expand in scope, scale, and exclusivity.
Multilingual staff are arising
Since more and more diverse nationalities are emerging and are joining the traveling elite worldwide such as China, future hotels will have more multilingual staff to assist and personally greet and provide service to those in their native tongue.
New airline routes between destinations that have too many stops away will encourage more global guests. This will in return make luxury hotels to promote their marketing efforts to new markets by updating their websites to have five to seven languages rather than two or three.
Smooth Mobile Experience
Technology has greatly impacted the luxury hospitality industry. There is now great importance on the hotel side to react and respond to guest feedback and reviews online, create a seamless mobile experience, and use updated tools to keep track of guest preferences, likes and dislikes, and build direct relationships with consumers via exclusive and more personalized outreach and offers. Luxury hotels are focused on their strong social media presence.
For the consumers, mobile experience is checking into their rooms using their mobile phones in advance of arrival, booking spa appointments and other activities, using bedside tablets to ease the ordering of room service, communicating directly to the concierge during and after the visit using SMS or WhatsApp, and enjoying a more personalized stay that allows your mobile devices to play content on TV, stream Netflix, Youtube and the like.
Pleasant Online Booking Experience
This is already pretty obvious since there is an increase in the number of bookings that occur from the airport to the property via mobile apps and websites. Customers don’t want any glitch, too slow, and unpleasant experience in their mobile booking process. Luxury hotels are making efforts for their service to be user-friendly on an iPhone, Android, or tablet.
Social and Environmental Impact
Travelers and guests today are not just simply looking to sustain their own health. They want something where they can immerse themselves in new cultures while they create meaningful memories, leaving the location as a fruitful experience.
More guests would be choosing in the next few years their hotels based on their social and environmental impact where they can see the companies applying and employing eco-friendly practices into their operations.
Although technology plays such a great role for luxury hospitality, it can never beat the improved guest experience through meaningful, thoughtful, and kind human interaction. Right?
Ivandrea Ollero is a resident writer for Holiday Inn Parramatta, one of Australia’s contemporary luxurious hotels that also offers a great historical experience for tourists. Ivandrea provides hotel tips and hacks for a blissful best vacation.