In recent years, there have been trends in almost every aspect of life including the hospitality industry. Customers expectations are constantly evolving thereby giving a constant need to adapt changes in customer services. The competition in the industry is fierce, and businesses that prioritize innovative customer service approaches stand out.
Let’s explore four key customer service trends that are reshaping the hospitality landscape in 2024 and who knows you might learn a thing or two if you work in hospitality. After reading, don’t forget to share the link to anyone you know either in the industry or in customer service.
- Tailored experience: You would probably be wondering if this is possible or necessary. Na collabo! It’s both. Today’s guests crave tailored experiences. Gone are the days of one-size-fits-all services. Hyper-personalization uses data to create unique experiences for each guest. Imagine visiting/booking an hotel you had used in the past and they remember your favorite room temperature or restaurants that know your dietary preferences. Won’t you always want to book that hotel or visit that restaurant whenever you are in town? Embrace trends that Leverage customer data and AI to create memorable moments, from personalized greetings to curated local experiences.
- AI powered customer support: AI, in the past was considered a futuristic concept but it is currently revolutionizing customer service in hospitality. Here’re some of the ways AI is becoming a game changer for the hospitalty industry.
- Instant response: AI can answer FAQs like check in/out time, menu of the day, and this reduces response time and guest satisfactions. For example, a guest wants to know the check-out time or requests extra towels. Instead of waiting for a receptionist or dialing room service, they can get instant answers through a chatbot.
- Simplified booking process: Guests can book rooms, reserve tables, or even schedule spa treatments through conversational AI interfaces. Marriott International uses AI-powered chatbots on platforms like Facebook Messenger and Slack to assist guests with booking, answering questions, and providing recommendations. Hilton hotel’s Connie, - A robot concierge that answers guest questions and offers personalized travel recommendations.
- Seamless digital experience: Convenience is now the order of the day, seemless digital experience is slowly becoming a cornerstone of the Hospitality Industry. Travelers expect intuitive, efficient, and engaging digital interactions throughout their journey—from the first click on a website to the final check-out. A Guest experience starts before the get to your estabilishment. It starts from online enquiries, bookings. If their experience was seamless as possible. This makes all the difference and also differentiate you among your competitors. So, how then do you incorporate a seamless digtal experience.
- User friendly Website interface: It is always alarming whenever I am looking to book hotels and the website is complex, no specific directions on how to book or an eyecatching image of the hotel rooms or its surroundings. As a manager in any hospitality estabilishment, your websites and mobile apps must be easy to navigate, with clear visuals and straightforward instructions.
- Integrated secured payment gateway: Offering a variety of secure payment methods, such as credit cards, digital wallets, and buy-now-pay-later options, reduces barriers to booking.
- Guest/customer centered storytelling: Customer loyalty is driven by emotional bonds rather than transactional interactions like discount, storytelling has become a powerful tool for hospitality businesses. Creating meaningful, emotional connections with guests elevates a stay or experience into a cherished memory, fostering repeat visits and glowing recommendations. Your guests’ experiences are the heart of your story. Sharing these moments humanizes your brand and strengthens connections.
- User-Generated Content: UGC has gone deeper into almost all industry because it is one of marketing powerhouse and all business needs marketing in any form to survive. Encourage guests to share their own stories and experiences on social media using branded hashtags. Feature their posts on your website and social channels to show authenticity.
- Testimonials and Reviews: Highlight real guest feedback as success stories. For example, share how a family celebrated a milestone at your property or how your staff went above and beyond to solve a guest’s problem.
- Visual Storytelling: Use high-quality imagery and videos to tell stories that words alone cannot. A serene sunrise by the pool, a chef preparing a signature dish, or a heartfelt smile from your staff can evoke emotions instantly.
These trends promises to take your business to a whole new level. Invest in your business with the right trend and enhance customer satisfaction and build customer loyalty. Which of these trends are you most excited to implement in your business?
