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Guest Expectations in 2019

By: American Resort Management / 07 May 2019
Guest Expectations in 2019
To say that the hospitality industry has come a long way in the past 10 years is a gross understatement. From the technology involved to the platforms used, the amenities expected to the environment provided, so much has changed. Staying on top of what each and every guest wants and needs in a home away from home are essential to being a successful player in the hospitality industry. Continue reading to find out our best tips on what guests are looking for in 2019.

Lead with Technology

In 2019, you will be hard pressed to find anyone who does not have a smartphone. With this information, every business in the hospitality industry needs to understand that the gateway to finding and retaining customers is through mobile. To start, each prospective hotel should have not only a presence in the form of a website, but also social pages, as well as utilizing as many OTA's (Online Travel Agent – think Expedia) as they see fit. But this is only to get the customers attention, once you have their attention, keeping it and driving them to book is the ultimate goal. To entice potential customers further, remembering the technology driven world we live in, hotels should offer at least these few things: Free WIFI is already a norm, and built in business centers, smart TV's, digital room keys linked to your phone, smart assistants such as Amazon Alexa or Google Home, and online check ins will all be accepted as the standard in a few short years.

Platforms to Success

Since an average of 39% of guests already use OTA's to book their hotels, it is wise to be present on as many as are smart for your hotel. Guests do a lot of research when it comes to booking a place to stay. This is common knowledge across the industry. But cutting out any barriers that make finding you and booking that stay can be a make or break for your business. Airbnb has quickly become a major competitor within the OTA market. The numbers are staggering, but over 150 million people have used Airbnb. 700,000 companies use Airbnb. Over 100 million arrivals will result from Airbnb this year. There are also many other OTA's with massive user bases as well including Priceline Group, Expedia Group, Trivago, and Groupon to name a few. The point is that guests are searching through these platforms because they are easy and save time. One of the biggest selling points to a guest is always the smoothest path to their end result, and if that means it is through an OTA, they will use one 10 out of 10 times.

The Right Amenities

Once a guest gets to your establishment, the focus becomes on evaluating their decision to book with you. Did they make the right choice? What do you have to offer them? There are definitely a few things that are absolute musts, with one of those being free WIFI. Why are we mentioning this again? Because it is that important. Other amenities that guests have come to expect include comfortable and clean bedding, quality shampoos, body wash, lotions, soaps etc., complimentary refreshments and branded gear. A water bottle with your name on it, notepads, pens, and even coffee cups can all be a welcoming addition to a guests experience, and in most cases they are expecting to have the majority of these things upon arrival.

Welcome Home

The last thing that guests have come to expect in 2019 is an unforgettable environment and guest experience. American Resort Management is dedicated to successful results achieved through dedication to the Guest Experience. Call or email us today to learn more.
American Resort Management
Phone: 814.833.2631

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