Times have changed since Corona occurred. But what should never be missed in the hotel industry?
There is no simple answer to this question. In my opinion, there are some challenges that have come to the surface as a result of the crisis. These have always been there, but just not as present as they are now. I would like to mention the two most relevant points:
1. The employees: In many areas, the hotel industry is not modern enough. Some processes are still done by hand. Processes remain the same with the justification "our guests want it that way". Working hours and payment are sometimes incompatible with real life. The industry needs to solve that at the process level. It is fully accepted by consumers that in retail there are self-scanning checkouts, in system catering it is possible to order on the screen, but in the hotel the receptionist still waits for the last guest who does not arrive until 2 o'clock. This is clearly outdated.
2. Positioning: hotels today must stand for something. Either for a special offer, a price, a target group - and position their product accordingly. A candlelight dinner at a conference hotel has never been a successful business model. Now it's a thing of the past.
What can guests expect in the future?
There will be greater assertion and a higher degree of digitalization. Also, there will be fewer employees on site. Services will have to adapt to the hotel category and price: A 3-star hotel with 5-star services is out of date. A hotelier who does not understand this will not be able to survive.
And how can guests be inspired?
Quite simply: with clear positioning. This applies to a focus service concept as well as to a full-service vacation resort on a luxury level. Guests are "hybrid": they want one thing today and something completely different tomorrow. But what excites guests is a consistent and clear concept.
