Hospitality Expectations

StrategyDriven Customer Relationship Management Article | Hospitality ExpectationsFrom humble beginnings, hospitality has evolved into a world of luxury. The first evidence of the hospitality sector dates back to 15,000 BC, when the Lascaux Caves in France were used as houses for members of different tribes. Nowadays, modern hospitality means a combination of various services and factors.

Hospitality is multifaceted and requires a delicate balance of all its elements. For example, a hotel can be open, but it needs cleaning, food and maintenance services, as well as on-point customer service. The consequences of poorly managed customer service practices in hospitality can greatly affect the profitability of the business.

Consumers today expect to be treated with extraordinary care during their time in a hotel or hostel, making the customer experience one of the most important factors in hospitality business success. Customer service provides great potential to attract and maintain loyal customers. For some experts, like Stefan Soloviev, the customer service experience is based on principles like agility, mobility, intelligence, communication, and more.

The Importance of Technology in Hospitality

The introduction of technology to hospitality meant a new beginning. While hotels used to be almost entirely focused on the on-site guest experience, they are increasingly realizing that the visitor journey begins far before check-in. Hoteliers may increase income by communicating with visitors prior to their arrival. For example, a chatbot coupled with a booking system may simplify and streamline direct booking techniques, and sending out pre-stay communication with upselling can generate more money. Technology has also increased the ability to market to specific audiences on the channels that they use most.

All of these practices have improved and optimized the service of hospitality worldwide.

Health and Safety Considerations

There are always things happening in the world, and no matter what they are, people expect to feel safe at their hotel. Be it a pandemic, war, or crime, people who travel want to feel that they are cared for while away from home. Hotel organizations with an adaptive culture and a constructive approach toward change will demonstrate resilience and take the initiative to make their hotels a welcoming, safe place.

Whether this implies increased sanitation procedures, restricting hotel access to those with keys and ID, or other options, those businesses that take the time to find solutions to customer worries will almost always be successful and build a very loyal client base, no matter where in the world they are located.

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