73% of people want hotels to offer tech that minimizes contact with the staff and other guests
74% interested in hotels using AI to deliver more relevant offers
Hoteliers look to tech to ease staffing woes and support unbundled, pay-for-use servicesAustin, Texas—June 1, 2022
A new study by Oracle Hospitality and Skift shows that 95% of people plan to travel in the next six months—with 29% taking an epic ‘revenge travel’ trip—however, many want to eliminate the ‘touch’ from the high touch industry they once knew. Nearly three-quarters (73%) of travelers want to use their mobile device to manage their hotel experience, including checking in and out, paying, ordering food, and more. This is good news for hoteliers looking to tech to manage through the staffing shortage without hurting guest engagement and service.
Over the next few years, travelers are also looking to personalize their journey even more by picking their exact room and floor and paying for only the amenities they want—and even wanting to pre-screen properties in the metaverse (68%). Moreover, 74% are interested in hotels using AI to better tailor services and offers, such as room pricing or food suggestions and discounts. Nearly 40% of hotel executives see this ‘unbundled’ model as the future of hotel revenue management.
“The pandemic has established technology’s role in the guest and associate journey, and the industry is never going back,” said Alex Alt, senior vice president and general manager, Oracle Hospitality. “Whether a hotel organization has two properties or 2,000, guests are looking for the highly digital, self-service experience they have come to expect in other parts of their lives, from banking to ordering food. For hoteliers to meet these demands, especially with constrained property staffing, they need systems that will enable them to quickly adapt, ‘plug in’ new services, and better and more efficiently serve a diverse group of travelers.”
The “Hospitality in 2025: Automated, Intelligent… and More Personal” study surveyed 5,266 consumers and 633 hotel executives across the world in the spring of 2022 to better understand how guest expectations have changed and how hotels are adapting. Consumers and executives were surveyed in the United States, United Kingdom, Germany, France, Australia, Japan, Singapore, Brazil, and Mexico. Check-out the report at:
Two years of restrictions created a pent-up desire to travel, with 29% of people planning a larger, pricier “revenge travel” trip. But the pandemic has also left jetsetters feeling antisocial with many desiring contactless and self-service technology:
The labor shortage remains a top issue in the hotel industry, but hoteliers are working hard to onboard new tech to ease the strain on guests and staff:
Travelers are mixed on how patient they are willing to be in this transition:
Whether ordering room service or signing onto Netflix, travelers want the ease and convenience of home while traveling:
Consumers are interested in a hotel model that lets them pay for just what they use. Hoteliers, in tandem, are looking at new service models that upsell everything from amenities to adventures:
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