Here is the adventure, since we know that the tendency of current and future guests is to want less and less face-to-face interaction.
Self-management has stopped being a plus to become a necessity when acquiring a service
Also the patience of the consumer in the face of inefficiencies is less and less, while taking for granted that he will be recognized and will obtain a personalized service in return.
But we are human, and the deal will never cease to be necessary (we hope so!).
So how can establishments maintain a highly technological product without neglecting human treatment?
Millennials have already become the demographic group with the greatest purchasing power. Not surprisingly, they represent 27% of the world’s population, some 2 billion people.
That is why hoteliers more than ever should take into account the features and habits of this demographic when defining their marketing strategies and user experience. In general they like to travel, they adopt new technology soon, they like personalized interactions and they are spontaneous. In addition, they prefer to communicate as if they did it with another person but using automated platforms.
Take care of the sensations.
The premise is to use technology in a way that feels personal.
This can be implemented from the confirmation email of your reservation.
Once housed, the options are extended, such as gifts at check-in based on your personal tastes, facial recognition to access the room and, in turn, adjust the preferences of the guest in lights, aromatherapy essences and ambient sounds that are activated when entering it.
Today’s consumer pays more attention to the sensitivity of the hotelier when it comes to the most relevant social and environmental issues. An example of this is the reduction of single-use plastics, lower consumption of water and electricity, backed by legislation in many countries.
These details should not affect the operation of the hotel, since with the proper training of staff, you will get a procedure that guests will value.
We know that travelers prefer to spend more spending to enjoy experiences than to buy items. The demand for a new and unique travel experience is making entrepreneurs modify and develop their offer with more customization, immersive, adventurous elements and more adapted to the local culture to inspire and be remembered on a deeper emotional level. In fact, 75% of consumers acknowledge that they are more likely to buy if the seller knows his name, his purchase history and offers relevant recommendations to his liking, according to a recent Accenture study.
If it is added that these experiences must be frictionless, it is easy to know why artificial intelligence is becoming a powerful lever in the tourist world. Therefore, the tendency is to use customer data and the power of automation to decide what products to store and what experiences the hotelier should offer, and when.
Not only does it refer to underlining the importance of social networks, which are essential today as a sales channel for a hotel or departments, but it is recommended to further facilitate the contact of its guests with local communities, for example by creating coworking spaces where customers and residents can work together and take advantage of synergies, hold events with the local public where guests are invited, offer festivals or special menus to bring them closer to the local customs.
Customers increasingly use technology because it makes the trip easier. Responding to their growing dependence on technology without sacrificing personal service and human treatment will be the key that will drive brands forward.