There’s no going back to business as usual. From technology demands to purchasing behaviors, the consumer has changed in the past two years. Hospitality operators have to invest now to ensure that they’re anticipating and meeting guests’ needs for the future — and justifying the rapidly increasing rates consumers are paying for hotel rooms.
Technology, labor, and service models that have been talked about for years have sprung into activation out of necessity, such as contactless, automation, and unbundling amenities and services from standard rates. Meanwhile, heavy investments in cloud technology and data security have enabled advanced technologies that seemed a long way off, not long ago. Artificial intelligence and predictive analytics, along with the rise of virtual reality and potential use of the metaverse, are being considered industry-wide in ways that would have been unimaginable five years ago.
Oracle Hospitality and Skift surveyed more than 600 hoteliers and 5,000 consumers across the world to better understand their expectations in hospitality for the next three years, asking questions such as:
Tech comes and goes, and what’s trending and hot today may change by 2025. The revolution underway is about something bigger. Technology isn’t removing humanity from hospitality; it’s allowing hotels to become more hospitable in a holistic sense. That means guest personalization at every stage of the travel journey. It means changing labour models to attract and retain workers by giving them tools that align with their interests and capabilities. And it means hoteliers are moving away from a “one-size-fits-all” approach to selling experiences and allowing travellers to choose the size that fits them.
The soul of the hospitality business will always lie in its ability to connect human beings — to each other and to the places they visit. By understanding how to use technology as a tool to best serve that purpose, the industry will set itself up to thrive in the years to come.
There’s no going back to business as usual. From technology demands to purchasing behaviors, the consumer has changed in the past two years. Hospitality operators have to invest now to ensure that they’re anticipating and meeting guests’ needs for the future — and justifying the rapidly increasing rates consumers are paying for hotel rooms.
Technology, labor, and service models that have been talked about for years have sprung into activation out of necessity, such as contactless, automation, and unbundling amenities and services from standard rates. Meanwhile, heavy investments in cloud technology and data security have enabled advanced technologies that seemed a long way off, not long ago. Artificial intelligence and predictive analytics, along with the rise of virtual reality and potential use of the metaverse, are being considered industry-wide in ways that would have been unimaginable five years ago.
Oracle Hospitality and Skift surveyed more than 600 hoteliers and 5,000 consumers across the world to better understand their expectations in hospitality for the next three years, asking questions such as:
Tech comes and goes, and what’s trending and hot today may change by 2025. The revolution underway is about something bigger. Technology isn’t removing humanity from hospitality; it’s allowing hotels to become more hospitable in a holistic sense. That means guest personalization at every stage of the travel journey. It means changing labour models to attract and retain workers by giving them tools that align with their interests and capabilities. And it means hoteliers are moving away from a “one-size-fits-all” approach to selling experiences and allowing travellers to choose the size that fits them.
The soul of the hospitality business will always lie in its ability to connect human beings — to each other and to the places they visit. By understanding how to use technology as a tool to best serve that purpose, the industry will set itself up to thrive in the years to come.
.webp)