Why the Customer Experience is so Critical to Hotels and the Hospitality Industry

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After Revenue Per Available Room (RevPAR) rose to a record high in 2023, commercial real estate services and investment group CBRE, in its 2024 Global Hotels Outlook, expects the US to see another year of improvement in 2024. RevPAR growth is anticipated to reach about 3% year-over-year, driven by the ongoing recovery in inbound international travel. With modest improvements in traditional corporate travel and sustained strength in the groups segment, urban locations will show the strongest growth in RevPAR in 2024.

Forbes research new zealand telegram suggests that 60% of hotel bookings will to be made by Millennials and Generation Z — a population with significant buying power, and an appetite for unique experiences. More generally, 65% of hotel guests are expected to prefer hotels with smart room features.

At the same time, McKinsey research indicates that 70% of hotel guests in 2024 are expected to prefer personalized offers. What’s more, today’s hotel customers aren’t shy about making their feelings known, if they do or don’t receive the tailored offers and customized services they expect. A study by Review Trackers reveals that 40% of hotel guests are likely to write a review after a positive experience, while 48% are likely to write a review after a negative experience.

Hotels and organizations in the hospitality industry are therefore under pressure to deliver on a growing set of customer expectations. This is simultaneously a challenge, and an opportunity for hotel operators to explore new ways to exceed guest expectations and maximize their revenue potential by optimizing and enhancing the guest experience, from booking, to on-premises, to post-stay.

How Poor Communication Undermines the Hotel Experience
In hotels and the hospitality industry at large, effective communication has a direct influence on both the hospitality organization’s own operations and interactions with external stakeholders, and on the guest or customer experience.