A little more than a month and a half at the end of the year and after the intense day yesterday in Bilbao in which Fernando Gallardo has encouraged us to think big about the future of the professions of which we are dedicated to the tourism sector, we launched this post in which we intend to gather the hotel trends of the nearest future. We do not have a crystal ball, but it is obvious that the consolidation of the technological transformation that the sector has experienced in recent years will further underline the difference between those hotels that are already taking the necessary steps to respond to the needs of today’s tourists – mobile, global, social, collaborative- and those that were blocked wondering if it was important or not to have presence in social networks.
1. The tourist is and will remain mobile
Online shopping continues to grow globally and reservations of airline tickets, restaurants, shows, tickets to museums and hotel rooms are segments where contracting from tablets and mobile devices work wonderfully. This reality will make many hotels with non-responsive websites and without a marketing and mobile marketing strategy stop being competitive. Putting obstacles to hiring from a device of majority use throughout the world does not make sense.
Through the hotel apps, functionalities that make life easier for the guest will be developed, such as express check-in or opening doors using a mobile phone. It seems that wearables do not just take off and the mobile is established as the all-in-one device and inseparable companion of the tourist in his travels of pleasure or business.
2. New payment methods
That all-in-one device will allow us to pay the bill at the end of the stay without having to wait in lines at the reception to pass the bank card. The payment will be made through solutions such as Apple Pay, Google Wallet and many others that will go out.
3. More additional services and greater personalization of the offer
The understanding and exploitation of the huge amount of data that the client leaves on the Internet will allow us to know our guests better than ever. In this way, we can offer you what you really need at the most appropriate time.
Hoteliers will have to have professionals who know how to obtain that data, separate the grain from the chaff and assemble an ultrapersonalized offer that combines accommodation, services and complementary activities, capable of exceeding the expectations of an increasingly demanding and less “impressionable” client .
4. Authenticity of the destination experience
Contending the current client means offering the latest technological equipment and a unique experience that leaves its mark. All this obliges us to offer an exquisite treatment that provides added value and differentiation related to the destination and that brings the client closer to gastronomy, culture and the idiosyncrasy of the destination.
In addition, customer loyalty actions will be essential and, especially, those that encourage comments on opinion portals and social networks.
5. Direct booking will be more expensive and harder to get
The OTAs will continue to take the largest portion of the cake from hotel reservations worldwide, especially those that are not part of large international chains. However, the emergence of new players in the market and the commitment to technology by managers, owners and hotel managers will achieve advances in the share of direct bookings. The mix of direct and indirect sales channels will continue to be the formula used by most hotels.