71% of people want hotels to offer tech that minimises contact with the staff and other guests
64% are open to hotels using their data and AI to deliver more relevant offers
Hoteliers look to tech to ease staffing woes and support unbundled, pay-for-use servicesLONDON, UK—1 June 2022
A new study by Oracle Hospitality and Skift shows that 96% of people in the UK plan to travel in the next six months, however many want to eliminate the ‘touch’ from the high touch industry they once knew. Nearly three-quarters (71%) of travellers 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 staff shortages without hurting guest engagement and service.
Over the next few years, UK travellers are also looking to personalise their journey even more by picking their exact room and floor and paying for only the amenities they want – and even pre-screening properties in the metaverse (57%). Moreover, 64% are comfortable with hotels using their data and AI to better tailor services and offers, such as room pricing or food suggestions and discounts. The majority (84%) of UK hotel executives say their hotels are likely or somewhat likely to adopt this ‘unbundled’ model in the near future.
“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 organisation 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 given the current labour shortages faced by the hospitality industry, they need systems that will enable them to quickly adapt. This means being able to ‘plug in’ new services better and more efficiently, in order to serve a diverse group of travellers.”
The “Hospitality in 2025: Automated, Intelligent… and More Personal” study surveyed 5,266 consumers and 633 hotel executives across the world – including 997 travellers and 63 hotel executives in the UK – in the spring of 2022. The objective of the survey was to better understand how guest expectations have changed and how hotels are adapting. Consumers and executives were surveyed in the United Kingdom, United States, Germany, France, Australia, Japan, Singapore, Brazil, and Mexico. Check-out the report at:
Two years of restrictions created pent up desire to travel, with 30% of UK travellers planning an epic “revenge travel” trip. But the pandemic has also left jetsetters feeling antisocial with many desiring contactless and self-service technology:
The labour shortage remains a top issue in the hotel industry, but UK hoteliers are working hard to onboard new tech to ease the strain on guests and staff:
Travellers are mixed on how patient they are willing to be in this transition:
Whether ordering room service or signing onto Netflix, UK travellers want the ease and convenience of home while travelling:
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:
Interest in virtual reality and metaverse-related hotel amenities are high, but are not currently on the “must-have” list:
Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com.
Oracle, Java, and MySQL are registered trademarks of Oracle Corporation.