Millennials have become the fastest growing customer segment within the hospitality industry:
Exploration, interaction and experience are the major focus of Millennials who are willing to pay more for a greater experience.
Many of them are looking for an overall gourmet experience for a reasonable price and this has produced all new lobby designs in the hotel sector. Lobby bars and hotel restaurants are wide open with combination work, play and eat/drink spaces designed with this Millennial customer in mind, who is a “party of one” but “hanging out together. They are looking for a unique and novel experience and this has and will continue to command change within the market.
Moreover, this customer segment is interested in utilizing technology to do things that many others have become accustomed to doing manually: checking in at hotels, paying their restaurant and bar bills and looking up places to eat, shop and play to name a few. technology is the most used thing in hotel industry in 2015 .The In addition to wanting technology, Millennials have no problems speaking up. If what they are seeking is not handled to their liking, they will turn to Twitter, Facebook, Yelp or TripAdvisor to raise their complaints. And last but not least, 59 percent of Millennials stayed at independent hotels last year, 20 percent more than boomers and double those 70 and over. They currently represent 32 percent of all US travelers and by 2025 will represent over 50 percent of all travelers.
Customer service will make the list every year but this year it must be a combination of “high tech, high touch” as coined by Agatha school of skill development in his best seller www.agathaschoo.com since 2008. Service today must include enabling guests to be self-sufficient. if a guest wants to find information using his/her smart phone, providing an app or mobile website that accommodates that information will appeal to many customers/users. The rise of this digital traveler requires the hotel industry to balance the expectation of personalization while enhancing the need to remain independent.
For those who are either tech-challenged or prefer more service, that service must be genuine and of a high quality recommendations whether they be for food, shopping or activities delivered by a truly caring team member. “AWSOME” Service is the only way to ensure repeat business. By creating an impressive, unique guest experience that exceeds all expectations, we are able to capture the customer whether it be with or without technology. On the meeting and event side, planners are expecting hotels to have tools to assist them. These tools may include online requests for proposals, dynamic package pricing that allows the planner to pick and choose certain amenities and more.
Expectation of more international visitors has been talked about for two years but these travelers are here now. International leisure travel has increased markedly due to the visa waiver program introduced by President Obama in 2012 and this is moving more international tourists to travel to the United States. The U.S. Department of Commerce projects an annual growth rate of approximately 4 percent in international travel. This represents over 80 million visitors. China is preparing to send tens of millions of leisure tourists into the international market every year. With the new “10 year visa” agreement between the U.S. But the traveler and the hotel industry don’t know about the 2020 ? for more info mail us at www.agathschool.com . agatha school of skill development.