case study hotel industry

• The 5 stages of hotel project management for a...
• Hotel Night Audit: Reports for efficient hotel...
• Hotel Breakfast Tips; How to make your guests’...
• Hotelier Tips
• Hotel Expert Talks
• Presentations
• Case Studies
• Hotel Stories
• Hotel Collections
• Brand Presentations
• ANNUAL LIVE EVENT ↗︎
• For Companies
• Become an Author
• Become an Instructor

Hotel Case Studies

Discovering the most fascinating hotel case studies from around the world, spreading inspiration & knowledge.

Building a strong guest database and driving revenue with a robust CRM and Digital Marketing – The Pilgrm success story

The first step towards branding stability and, certainly, a hotelier’s everlasting endeavor is the creation of a powerful guest database . A guest database delivers valuable insights into a customer’s purchasing … Read More

The sales strategy that led two hotels to profit in the middle of a pandemic

The 2020s started with a major blow to the tourism and hospitality industry worldwide, with the COVID-19 pandemic causing a widespread social and economic upheaval . Many hoteliers found themselves “shocked” … Read More

Angsana Corfu Resort: How the hotel’s architecture & concept affected its signage specification

As we have mentioned in previous articles in Hotelier Academy, hotel signage is one of the most important topics of discussion. In combination with the design and the architecture of … Read More

The Avaton Success Story: How Digital Room Service was Developed & Became Part of Luxury Hospitality

As technology further infiltrates the travel industry, shaping travellers’ habits and sense of hospitality, a wind of change has begun to blow for room service . It is one of the … Read More

How a hotel in Athens became the ideal example of hotel signage

As we have mentioned in our previous articles in Hotelier Academy, the signage is one of the most important elements of a hotel ; directly affecting not only the experience of … Read More

Hotel Food Branding lessons by 4 amazing hotels in Greece

Food, and most specifically, good food , is an integral part of the holiday experience, as it allows travellers to explore cultures and customs through their senses. However, travellers do not … Read More

Travel Blogger Case Study: Building brand awareness for a new boutique hotel in Mallorca

I’m a seasoned hotel blogger from Finland. In March I had a blogging gig in Alcudia, Mallorca, where the run-down apartment hotel had faced a total reconstruction to turn into … Read More

Unique Interior Design lessons, from a fascinating Hotel in Paris

Hotel Interior Design is one of the hottest topics during the development of a new property. It is a field which greatly shapes the overall experience within the hotel — … Read More

A “natural” hotel in Santorini, becomes an excellent example of how the local experience & absolute luxury can be combined

A hotel is, by definition, a unique ‘destination within a destination’, that becomes the visitor’s reference point regarding the local experience. It is now clear, that the visitors look for … Read More

A Hotel in Stockholm teaches the true meaning of the term ‘Boutique Hotel’

The widely used term ’boutique hotel’, might be among the biggest hospitality trends, however, it continues to have a rather vague meaning, without any clearly specified characteristics and expectations. Today, … Read More

Search Hotelier Academy

Advertisment, subscribe to hotelier academy.

Email address:

I confirm that I have read the Privacy Notice and I accept the Terms of Use

More to Read

• How a City Hotel in Switzerland Used In-Room Tablets to Maximize Guest Comfort and Revenue March 29, 2024
• In-Room Tablets with a Performance-based Pricing: We dive into SuitePad’s new Pricing Model! February 9, 2024
• Maximizing Hotel Revenue with Innovative Prepaid Rate Models December 15, 2023
• A strategic approach to pricing: Unlocking revenue potential for hotels July 24, 2023
• How Olea All Suite Hotel Managed To Efficiently Increase Its Revenue Using The Lybra Advisor Tool June 22, 2023

Explore Also

Hotelier Academy Greece

Privacy Policy

Cookie Policy

Subscribe to our Newsletters

© Copyright: Destsetters | Tourism Strategy Specialists | 2017-2021

September Launch Special!    Get 20% OFF Your Entire First Year!    Use Promo Code: LAUNCH

• Hotel Propeller Blog

The Best Hospitality Case Studies You Can Learn From

In our digital age, it’s so easy to see what other guests thought of their stay at your property, and hopefully your Google and Facebook reviews are top notch.

You’ll find that the overall guest experience is vital to your success in the hospitality arena. It’s up to you and your staff to make your guests as comfortable as possible and treat them like they were in their own home.

We find it’s often good to learn from others and those who are doing it right or turned things around.  Let’s take a look at the best hospitality case studies you can learn from.

The Taj Mumbai

According to the Harvard Business Review , the Taj Mumbai is one of the world’s top hotels. Not only is it known for its beauty, but it is known for having the most well-trained employees who are always willing to go the extra mile.

They even note that many of them have worked at the hotel for decades. There is never any question about the job to be done and how to meet the needs of the guests.

While the Taj Mumbai is known for their excellent customer service, they took it to a new level during several terrorist attacks a decade ago.

The employees never left their posts and made it their duty to protect their guests. They were quick thinking and thought of the safety of the guests before their own. Many of them even lost their lives.

So, you can see that the Taj Mumbai has created a customer-centered culture. Their employees know the customers come first, and they seem to enjoy this culture of service.

Experts tend to agree that the recruiting system employed by the hotel has helped them find the most ideal candidates to provide this extraordinary culture of service.

The Hiring System of the Taj Mumbai

Instead of looking to the metropolitan areas for new hires, they head out to the smaller towns. This is because they find employees with more traditional, old-school values. These include a respect for teachers and their elders, a humble spirit, discipline, honesty, and an empathetic nature.

This also helps them find loyal staff members who truly care about the hotel’s many guests.

Often recruiting younger people, the hotel sends new team members to a certification center where they live room and board free for 18 months to learn how to be the best employees they can be.

They also look to schools for their management teams and again spend a great deal of time (18 months is the norm even for management staff) and money training them.

The prospective employees are also trained in a very different manner. They are not told to look out for the hotel’s interests, but they are told to put the guest’s first. They should always put the guest’s needs before those of the hotel.

This not only empowers employees to take the right action at the right time, but it engenders loyalty in both the employee and the customer.

Finally, the hotel instituted a special rewards and recognition program that relies on compliments from guests, compliments from colleagues, and the employee’s very own suggestions.

Every day thank yous are encouraged, and the employees strive to be better every day.

The Wit Hotel

Located in Chicago, the Wit Hotel knew it needed to provide more options for its health-conscious travelers. They wanted to appeal to more appeal, including their loyal clientele, by providing more nutritious food options.

The brought in SPE Certified to help this 300-room Doubletree by Hilton, with one of the best rooftop lounges in the world, meet travelers’ growing demands.

They wanted to up their hospitality level by offering the tastiest, most nutritious food, both catering to their current guests and working to attract new guests from an even younger demographic.

With the help of their consultants, and in collaboration with the hotel’s chefs, they identified existing menu items to enhance. They worked on a number of items and now offer many SPE certified dishes.

These are menu items that are certified and show the hotel’s commitment to sustainability and nutrition and most importantly, to their customers’ health and well-being.

Their changes have had great results and enhanced customer satisfaction.

Arenas Del Mar

Located in Costa Rica, the Arenas Del Mar is committed to new avenues in the hospitality industry.

They are committed to providing their guests with just what they want.

For example, they invest in green technology and only source products that meet their green philosophy. Their goal is not only be sustainable but efficient.

At their resort, they rely on solar energy because they are dedicated to keeping their carbon emissions low. They do this by using solar energy to heat water for their guests’ rooms as well as their staff rooms.

They even take it a step further on cloudy days by using their energy-saving auxiliary water heaters as a backup. Their guests never have to worry, though, as their hot tubs and shower are always as hot as they want.

When it comes to their food service, they have their very own gardens that they irrigate with wastewater. They also work with local suppliers and only source organic food and hormone-free and grass feed meat.

In addition, because the resort is right in the middle of 11 acres of nature preserve, they only use natural cleaning products.

They went 100% organic so as not to leach toxic products into the nature reserve because they want to preserve the fragile ecosystem.

Final Thoughts

You can see from these three different case studies how important it is to put the needs of the customer front and center.

In this highly competitive arena, it is absolutely vital to provide proper customer service training.

Strive to be a customer-centric property. Put the needs of your guests first and allow your employees the leeway to provide the best service to your guests. Don’t tie their hands by making them jump through hoops. (tweet this)

Your goal is happy employees first. Finally, when your team is happy in the workplace, then everything falls into place.  Your customer culture is set, and your customers are incredibly satisfied as a result.

Looking to showcase your hotel? At Hotel Propeller, we build functional, beautiful websites that highlight your hotel to help you stand out in the crowd. You’ll find everything you need to attract guests to your website and compel visitors to make a reservation. Take a look at our showcase and contact us today.  

Images:   Andrew Neel and chuttersnap on Unsplash

Free Hotel Website Checklist

5 Essential tips for using your website to book more guests! Plus, a Free email course, Winning Web Strategies For Innkeepers .

• Email Address *

Leave a Reply

Name (required)

Mail (will not be published) (required)

• Hotel Advertising
• Hotel Operations
• Hotel Propeller News
• Hotel Social Media
• Hotel Website Design
• Hotelier Interviews
• Social Media
• Strategic partnerships
• Affiliate Program
• Affiliate Login

Hotel Propeller

• Design Templates
• Client Showcase
• Online Booking
• Free Consultation

Current Customers

• Knowledge Base

Radisson hotels

Making every moment matter for every guest

Radisson Hotel Group is one of the world's largest and most dynamic hotel companies, with seven distinctive hotel brands and more than 1,400 hotels in operation and under development around the world. Targeting accelerated growth with its 5-year operating plan and aiming to be one of the three top-of-mind hotel companies in the world, the Group rebranded in 2018 and launched a new brand architecture – including new commercial drivers - to leverage the powerful brand awareness of Radisson.

The goal? To leverage the greater equity of the Radisson brand to drive up consumer awareness, while increasing the efficiency of global marketing spend and continuing to curate exceptional digital customer experiences .

With direct-to-consumer channels ever more important in today’s hospitality industry, Radisson Hotels also wanted to drive more traffic to its branded website and enhance its ability to increase digital sales and create new cross-selling and up-selling opportunities.

Reinventing experiences

Radisson Hotel Group's Vice President of Digital talks about programmatic media.

Strategy and solution

Radisson Hotels chose Accenture to be its global digital agency of record and support the group’s five-year growth plan. The reason? In addition to its renowned expertise in technology-led digital marketing and deep experience of the hospitality industry, Accenture offered a unique approach.

As well as growing digital traffic and optimizing paid media on a global scale, Accenture is leveraging its end-to-end digital expertise to drive a sales boost across all channels and touchpoints. That’s transforming Radisson Hotels digital marketing in the following key areas:

Operating model Developing the new operating model needed to support a single global Radisson Hotels brand including a new Digital organization to support the model.

Technology Defining an integrated AdTech and MarTech stack to support new capabilities in ad verification, ad serving, bidding, demand-side platforms, data management, data visualization, and more.

Market analysis Offering in-depth analysis of Radisson Hotels’ principal markets, local media partners, competitor landscape, and individual customer behavior.

Forecasting and cost recovery Defining a global forecasting and cost recovery model, supporting the development and planning of Radisson Hotels’ growth agenda.

Advanced analytics Embedding advanced analytical capabilities to support data-driven attribution and propensity models and optimize digital campaign performance.

Transformation

With Accenture’s help, Radisson Hotels is building its new global brand, enhancing customer experience and creating a foundation for competitive differentiation and future growth.

Blending technology and data with creative know-how, Accenture is crafting personalized campaigns across all digital channels to drive qualified traffic to the soon-to-be rebranded and upgraded global digital platforms & channels.

Importantly, the approach is looking to in-house Radisson Hotels AdTech stack, ensuring the company can take ownership over its technology and data. That’s set to help the company take back control of its marketing budget, offering improved spend visibility on a global scale.

MORE CASE STUDIES

Marriott international.

Travel innovation

Winning sports fans’ attention

Reimagining a global icon

Connect with us

Case studies

“We’ve been able to pinpoint—down to the penny—overages and overtime, so our margins have certainly improved.”

To keep up with the advanced needs of its discerning guests, as well as further enhancing the efficiency and service levels of its staff, the Aloft Dublin City Hotel was in need of installing and deploying a state of the art communication solution when it opened doors in 2019 as the 1st Aloft Hotel in Ireland. Besides providing highest possible guest satisfaction and staff efficiency, challenges for the new communication solution were to provide full integration with the hotel’s Property Management System and ensure staff are equipped with appropriate communication tools in order to provide excellent guest services. To deliver on this promise, quality communications was critical.

This was a major building conversion from what was previously a bank to a luxury 4 star hotel in the heart of Manchester, where it was important to integrate the new hotel services and streamline the costs of operating a luxury boutique hotel and at the same time increase efficiency by advanced communications.

When opening a new hotel, it is critical to have a state-of-the-art communication solution in place. Not only to guarantee the highest level of guest service, but also to increase efficiency and drive safety and security, for both staff and guests.

The Dusit Thani Dubai hotel’s existing communication system was based on dated technology and did not offer integration with latest available solutions. The separate sub-systems were very inefficient to manage and resulted in high operating costs. Furthermore, some of the sub-systems of the communication solution had been provided and installed by different suppliers, resulting in unclarity as to ownership and responsibility. To enhance the guest experience, increase efficiency and drive profits, Dusit Thani Dubai was in need of a system based on state of-the-art technology and including applications which integrate staff-communication, guest-communication, operator and guest services and management in one platform.

aha’s regional centres and branches all made use of separate voice and data platforms with local SIP trunks contracts and no interconnects between sites. This impacted both costs and resources required to maintain the separated infrastructures. The reservations call centre did not have any call or e-mail tracking and was not interfaced to any CRM data, thus limiting the reporting functionality and performance rates.

Find out how MADHOUSE accomplished a successful show at HX: The Hotel Experience Powered by AAHOA 2015.

Discover how Aquarius Brands™, a group of companies specializing in water generation, conservation and education for homes, businesses, hotels, restaurants, schools, utility companies and more, accomplished its goals at HX: The Hotel Experience Powered by AAHOA 2016.

Raymond Management Company in the Chicago area was finding a challenge providing high-definition television while adapting to changing technologies. The company looked towards Comcast to deliver a bundled, one-stop solution.

The Red Ginger restaurant, part of a mixed-use development project in Miami, has eradicated all issues with poor cellular reception thanks to the RoamBOOST Distributed Antenna System.

Key Business Challenges: Replace aging on-premises PBX system riddled with frequent outages quickly without impact to guest experience.

Hawthorn Suites by Wyndham West Palm Beach, an extended stay property, began to suffer due to unreliable Internet connectivity with its existing legacy network provider so it looked to Comcast Business Class to provide Ethernet, TV and voice services, all part of the Comcast Business Hospitality suite that is customized specifically for the needs of hotels and motels.

It’s not just about the rooms and the restaurants anymore: many business guests require services and support that some hospitality services still aren’t ready to provide. Denver-based Sage Hospitality is ahead of the curve in having high-volume bandwidth ready for demanding business guests, both individually and in corporate groups. Comcast helps Sage deliver an enhanced experience for business guests, cost-effectively, with Comcast Business Services.

Hoteliers know an engaged guest is a repeat guest and often the most persuasive sales person a property has. Understanding how to effectively engage with guests is essential for a hotel’s success, but what is the best way to do this?

One Database for All Properties; Integrated Spa, Restaurant and Room Booking, Event Scheduling, Guest History and Loyalty: Maestro PMS Does it All

Independent operators in 2020 have a decision to make. Many have older property management systems (PMS) that are fully depreciated, but their hotel software does not leverage current technologies, such as mobile browser or self-hosted environments. In some cases, vendor upgrades may force operators into a vendor supplied cloud-hosted option. Often, legacy systems do not meet the newest mobile guest experience and communication technology requirements. Also, many legacy systems lack the flexibility to interface easily through APIs with the hundreds of modern 3rd party systems in use today. Flexibility in deployment alone can be a driving factor for hotel software decisions. Other factors shaping system platform decisions may be based on communications reliability, security in where hotel data is stored, as well as the need to use existing network infrastructure versus the extra cost associated with a full platform change.

AKA is a portfolio of 12 unique properties, located in prime locations including New York City, Los Angeles, London, Washington DC and Philadelphia. What makes the AKA Collection distinctive is its long-stay business model that offers sophisticated furnished residences with exceptional business, wellness, and lifestyle amenities. AKA balances the space and comfort of a fully appointed luxury residence with the style and hospitality of an intimate hotel. Its resident mix is comprised of business executives on extended assignments, entertainment companies on location for film shoots, and sophisticated travelers seeking more space and flexibility than a traditional hotel experience.

In October 2014, Darien Lake Amusement Park integrated Shift4’s DOLLARS ON THE NET® payment gateway into its lodging facilities. Since then, it has been thrilled with the security features and simplicity that have become available with DOLLARS ON THE NET.

Nonius has been a technological partner of VIP Hotels Group for over 15 years and it was with great satisfaction that we were once again selected as a provider of Wi-Fi Internet Management and Interactive TV to improve the experience of VIP Executive Picoas Hotel’s customers.

Nonius delivered a set of products that provide an unforgettable experience during the entire digital guest journey of The Prince Akatoki London’s guests. From Online Check-in before arriving at the hotel, to an App with all information about the hotel and its services, a high-speed Internet access throughout the hotel, a TV offer that has engaging and entertaining content, and a Chromecast feature that allows guests to see their own content in the convenience of their room.

Sea Containers London, managed by Lore Group, is an incredible hotel located in the heart of London. It surprises its guests with its brutalist architecture, incredible views over the River Thames, but especially with its flawless guest journey.

Rudding Park is a luxury hotel, spa and golf resort in Harrogate, United Kingdom, which offers a variety of accommodation for its guests: Rudding Park Hotel & Luxury Lodges, with 110 rooms, and Rudding Holiday Park, with 90 pitches. Over the years, Rudding Park has won a number of awards for Best Hotel in England (VisitEngland) and Best New Spa (Good Spa Guide Awards).

The 2 hotels from this hotel group, located in the beautiful Canary Islands, in Spain, prioritize welcoming guests with an unforgettable experience. Princesa Yaiza Suite Hotel Resort, reopened in July offering its guests their own Hotel App with multiple features to make their stay safer. This prestigious hotel was recognized with some awards, such as the Best Family Hotel in Spain in 2018 and, more recently, received the sustainable and intelligent destination award at Fitur 2020. Hotel Fariones, which was recently renovated, will reopen in September and will also provide its hotel's App to guests.

PREM Group has been a partner of Nonius since 2014 and recently selected its TV and Internet solutions for their newly opened luxury serviced apartments PREMIER SUITES PLUS Amsterdam.

With its privileged locations in Recife and Porto de Galinhas, the hotels of the chain are among the highlights of Brazil’s Northeast. The portfolio included the Hotel Atlante Plaza, the Mar Hotel Conventions and the Summerville Beach Resort, which reopened in July. The Pontes Hotéis & Resorts chain, which always seeks to innovate and surprise its guests, now has a special novelty. Now, its customers have an app at their disposal to make the most of their stay and be able to interact with the hotel, maintaining physical distance!

This hotel, part of the Omni Hotels & Resorts group, impresses guests upon arrival with a great welcome by its staff and the beautiful beach next to the hotel. Always prioritizing guest experience and safety, Omni Cancun Hotel & Villas selected an App designed for its hotel, with several features that will provide their customers with a more comfortable and safety stay. In early 2020, the hotel implemented Nonius' TV and Cast solutions. Following the COVID-19 pandemic, Omni Cancun Hotel & Villas decided to implement Nonius' mobile products to adapt its guest journey to the new challenges.

The largest Portuguese hotel group, Pestana Hotel Group, is a symbol of quality, charm and innovation. It operates in 15 countries across Europe, America and Africa. Since 2010, Nonius has been a technological partner of the Group and it was an honor to be chosen for this Mobile App project, the mobile application for its brand. There are 100 properties and 4 sub-brands (Pestana Hotels & Resorts, Pestana Collection Hotels, Pestana CR7 Lifestyle Hotels and Pousadas de Portugal), in 15 countries, which have this App fully customized for the Pestana Hotel Group. Nowadays, the application is available in all group properties currently open and will play a key role during the stay of its guests, providing the necessary social distance and maintaining constant communication between the guest and the hotel.

The Portuguese hotel group, known for its great offer of comfortable stays and cost effectiveness, currently has 3 properties in Portugal and 1 in Brazil, and will soon be opening another property in each of these countries. To ensure the safety of its guests, the group invested in the development of the Moov Hotels App, making the online check-in process available and making adjustments to its hygiene and cleaning policies, according to the Clean & Safe seal, validated by Portugal Tourism, and the Turismo Protegido certificate, established by the Ministry of Tourism in Brazil.

The Four Seasons Hotel Madrid invested in a robust and scalable multiservice networking solution to provide high-quality Wi-Fi connectivity to the guests and connect securely and reliably the multiple hotel IT systems.

Designed as an Apartment-Style Hotel to business, relocation and leisure travelers, stayAPT Suites selects World Cinema (WCI) technology portfolio including surveillance, secure high-speed Wi-Fi and in-room entertainment. The requirement of security and scalability to increase user experience called WCI to perform.

This pet-friendly extended stay hotel is conveniently situated on the border of New Jersey and Philadelphia. Less than 20 miles from the Philadelphia International Airport, the TownePlace Suites Swedesboro Logan Township by Marriott is a centrally located option for travelers looking for short-term, long-term or weekly accommodation.

Powered by WCI’s connectivity solution, ImpruviX, stayAPT Suites provides advanced technology solutions like high-speed Wi-Fi to all guests. This partnership extends beyond traditional hotel in-room entertainment to include ImpruviX NetworX and Connectivity, Surveillance, Low Voltage and Managed Wi-Fi Services. This fast-growing U.S. hotel brand was seeking a turn-key partner to service their portfolio from inside the room to property wide. With a winning concept in hand and the backing of Sonora Network Solutions, Cambium Networks, Eagle Eye Networks and the ImpruviX Low Voltage team, WCI set out to create plans for implementing a total solution.

Denver-based Sage Hospitality Group was founded in 1984. Through 36years of creating valued partnerships with internationally recognized hotel brands, Sage grew a portfolio focused on running successful urban select, full-service and luxury hotels. Sage also owns and operates experiential, independent hotels across the country with more under development.

Guests at the Margaritaville Lake Resort, Lake Conroe | Houston are encouraged to kick back, relax, and enjoy the sunshine on Lake Conroe, indulging in the “vacation state of mind.” Spanning 186 acres of lakefront property, this island-themed resort is only an hour outside of downtown Houston. Margaritaville Lake Resort, Lake Conroe | Houston is perfect for families and adults alike, with amenities ranging from an 18,000 sq. foot spa to the 3.5 acre waterpark and lazy river. With over 72,000 feet of indoor-outdoor meeting and event rooms, this location’s space and internet capabilities can support anything from engaging conferences to memorable vacations or weddings.

Guests can immerse in the new renovated comfort and luxury resort located just minutes away from the world renown Las Vegas Strip. Whether travelers are visiting for business or pleasure, they can expect first class service and amenities to occupy their time during their stay. Step into luxurious hotel rooms and suites with pillowtop bedding, jetted tubs, and reliable Wi-Fi.

Nightingale Sleep Study conducted by SleepScore Labs™. Nightingale was objectively proven to improve sleep quality using SleepScore™ by ResMed sophisticated non-contact sleep monitoring technology. The study highlights the efficacy of Nightingale’s advanced sound masking technology and reveals the significant extent to which it improves a user’s sleep. The sleep study showed that: • Nightingale reduced perceived wake occurrences due to noise by 64 percent • 76 percent of participants reported Nightingale improved their sleep • 70 percent of participants were pleased with Nightingale’s sound quality • 88 percent of participants planned to continue to use Nightingale after completion of the study • 80 percent of participants said they would recommend Nightingale to their close friends and family

Reliable and fast Internet access is of great importance in today’s world where guests have high expectations of exceptional connectivity and participation. IHG group has partnered with Cisco Meraki and Nevotek to transform their guest internet experience and to build an infrastructure for the future. Committed to making guests feel welcome and valued, it was essential to ensure that a high quality centrally managed High Speed Internet Access (HSIA) experience is available to all guests at all hotels around the world.

Barut Group aims to be a World brand, which is distinguished with its service quality, reliability and technology across the industry. They strive for exceptional guest satisfaction by offering top-quality services delivered by their highly trained staff who have adopted the policies of the brand “vacation as a creative service”. Barut Hotels offer best quality to their guest in all perspectives. The Group consists of 13 hotels in Side, Antalya, Kemer and Fethiye. Their maintain a capacity of 10 thousand beds and 3500 tourism professionals.

NEC business partner in the Balkan area, ProCodex d.o.o., was invited to participate in the tender and proposed a smart and advanced hospitality solution. Following their advice, the hotel is now equipped with leading edge systems including IPTV, telephony, WiFi, networking and fire alarm. The hotel’s communications system is based on NEC’s UNIVERGE® SV9100 server. Besides its IP functionality and capabilities, the SV9100 system also supports analogue extensions, which made it possible for the hotel to use analogue phones in the rooms, public areas and elevators.

One Database for All Properties; Integrated Spa, Restaurant and Room Booking, Event Scheduling, Guest History and Loyalty: Maestro PMS Does it All To watch the video please go to http://www.reseze.net/cassets/mkt/maestro/video/maestro-testimonialsv3.mp4

To drive growth, cost efficiencies, and a new customer-engagement practice centered on guest personalization, NH looked to Indra and SAP.

Founded in 1996 and currently managing a diverse portfolio of more than 50 properties, PM Hotel Group is a Top-15 hotel management company recognized for their ability to deliver outstanding financial returns for hotel owners nationwide while operating luxury, lifestyle, full-service and upscale hotels across a variety of markets. As an operator, PM Hotel Group is committed to its core values including respect for one another, their guests and the planet. They manage with a tradition of teamwork and a passion for innovation and entrepreneurship.

In response to the influx of customers and data resulting from new COVID-19 travel trends, RVC Outdoor Destinations, a leading provider of high-quality outdoor hospitality accommodations including cabins and cottages, yurts and RV sites, turned to M3, one of hospitality's preferred cloud-based financial and data management platform, to modernize and streamline its financial reporting and accounting functions.

Your hotel CRM isn’t only the hub for your guest-facing operations. It can also supercharge your hotel’s digital marketing by leveraging real-time guest data to shape your strategy. A CRM-augmented marketing strategy offers three powerful benefits. First, you’ll earn more repeat bookings from your best guests. Second, you’ll optimize spend across channels by putting your ads in front of the highest intent audiences. Finally, you’ll remain top-of-mind among those that may be traveling soon.

Revenue Management has one mission: to sell the right room, to the right guest, at the right moment, at the right price, via the right distribution channel. These “Five Rights” underpin the most profitable Revenue Management strategies. Yet, today’s headwinds increasingly challenge that mission.

As hoteliers come to grips with reopening hotels during a global pandemic, all roles within the hotel structure have been readjusted. flexibility and adaptability have become the most valuable attributes for any job, and the position of revenue manager is one of the most affected during this time. The role itself has been shifting over the past decade to be supported with more automated and structured technology.

This warm and friendly hotel is just a short walk from the excitement of Auburn University and the diverse array of cultural and entertainment attractions of the city of Auburn. The hotel features 225 guest rooms, 11 suites and 22,000 square feet of meeting space, including two ballrooms for large meetings, weddings or special events. Indoor and outdoor terrace seating is available at Arricia’s Trattoria and Bar, which serves three delicious meals daily by an award-winning culinary team. In 2016 The Hotel at Auburn University looked to Rainmaker’s grouprev® to help with their growing group business.

Inspired by old world design and the glory of British craftsmanship, The Pilgrm is a thoughtfully curated boutique hotel just a stone’s throw from Paddington Station. The hotel’s design identity focuses on sustainability and seamlessly blending the building’s Victorian features with carefully chosen materials, lighting and furnishings. The hotel boasts 73 bedrooms and a celebrated food & beverage program that includes a rooftop terrace where guests can enjoy brunch while waving at the red London tour busses passing by. With a unique brand and a stellar central London location, The Pilgrim attracts a variety of guests including both leisure and corporate travelers.

“Miraval started off 2020 incredibly strong. We saw great performance in January and February, and not just for digital marketing, but from an overall revenue perspective. We had just hit some of our best months ever, the Austin location was just opening up and we were preparing for Lenox to open that March. We had also spent months working on a robust digital marketing plan to support each location, and then everything just came to a standstill and everything we planned for had to change. Cendyn’s eInsight CRM and digital marketing team were pivotal in helping us get through the last year and end up in a very strong position.”

In times of crisis like the coronavirus global pandemic when things change rapidly day to day and informed, nuanced communication is vital. Your hotel’s customer relationship management (CRM) serves as a powerful central command station for connecting with guests. As you monitor the situation, adjust operations and plan for recovery, a CRM gives you the ability to target and personalize your outreach (digital marketing, email and social), pivoting when needed with advanced sophistication quickly.

In a recent Cendyn webinar, Data Management 101 for Hoteliers, Abdullatif Awadh, senior director of CRM at Jumeirah Group, shared how his company harnesses the power of data to improve the guest experience and drive profitability. Jumeirah Hotels and Resorts is a world-renowned luxury hotel company operating 24 properties in eight countries, including its flagship hotel Burj Al Arab Jumeirah in Dubai. Awadh’s role at Jumeirah Group is to lead the development of data-driven customer marketing programs and overall CRM strategy. He’s also responsible for reducing customer attrition and increasing customer lifetime value.

Cloud-Based BI System Delivers Near Real-Time Enterprise Data to Lightstone Mobile Devices for Fast-Moving Management Team

Taylor Hospitality is one of the nation’s leaders in golf club and hospitality management. The company has an arrayed portfolio of select service and boutique hotels throughout Virginia and West Virginia. Founded in 2009 and headquartered in Waynesboro, VA, the company’s goal is to deliver an unmatched guest experience and positive financial results to all clients.

North Star Lodging Management has the ability, through M3 Professional Services, to build an efficient and effective business to carry out its mission.

In 2011, Rick Hayduk, a long-time and experienced hotelier, was inspired to open a hotel that employed individuals with intellectual disabilities with the goal in mind of positively impacting the lives of others and giving everyone a chance for forward advancement in the hospitality industry. After learning the ins and outs of the hospitality industry for over three decades and becoming a true hospitality veteran, Hayduk opened The Shepherd Hotel in April of 2022 with the help of Rich Davies, a third-generation real estate developer, and incredibly involved Clemson Alumni. The Shepherd Hotel sits in downtown Clemson, South Carolina. The 67-room state-of-art boutique hotel currently employs over 100 individuals, 30 of whom are individuals with disabilities.

M3 to offer a reliable, fully integrated infrastructure and software platform to deliver manageable scalability

Summit Hospitality (Summit) is a hotel management company managing 19 properties throughout North Carolina. In total, Summit manages close to 2,300 guest rooms and nearly 800 employees for its portfolio of hotels.

While each property has its own solution, both include NEC’s UNIVERGE SV8500 IP Communications Servers and UA5200 AttendantConsoles. The SV8500 provides both properties component redundancy, IP failover for stations and trunking and power-failure transfer, ensuring high availability and operational continuity. Because the SV8500 supports open standards, the properties were able to easily integrate its existing call-center application as well as its current, single-line, guest-room phones.

Marriott Autograph – Lido House is well-positioned to enjoy Newport Beach’s vibrant atmosphere, bustling marina, white-sand beaches… and the noise that accompanies them. Within 6 weeks of opening, the hotel received noise complaints in 90% of guest comments. Director of Room Operations, McClinton Heil, reached out to MODIO. The trial began in 14 rooms near the popular rooftop bar. What started as a fix for a few rooms ended as a valued amenity in all rooms. Medallia scores showed that noise dropped from the number one issue to fifth place.

Mews, an industry-leading hospitality cloud, has announced its acquisition of Nomi, a Nashville-based hospitality startup, as it continues focusing....

Discover Return On Experience

Three ecosystems — Hospitality & Leisure, Food & Beverage, and Inventory & Procurement — operate independently and together depending on your needs.

Let's Get Digital

7 Questions to Ask Before You Invest in a Hotel Mobile App

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.

CORE Create, Gives Hotels Control of Guestroom TV Content

CORE Create, Enseo’s property content management system, is an easy-to-use web browser allowing hotels to edit and publish user interface updates directly to guest TVs.

How to Solve Labor Challenges & Improve Staff Retention in Hotels with Modern PMS Solutions

Hotel workers, like guests, want to feel engaged with the property. As labor constraints force more responsibility on fewer hotel team members, those on the front lines want to be sure their increased accountability is accompanied by more capabilities. The best way to address these concerns is through new technology, starting with the property management system.

Keep Up to Date on All Latest Industry News

• Hospitality Industry

Top 10 Trends in the Hospitality Industry in 2024

January 10, 2024 •

15 min reading

What are the latest trends in the hospitality industry? As a testament to its resilience, agility and innovative spirit, this article reflects today’s increasingly dynamic hospitality industry in terms of its long, medium and short-term evolution. Discover the industry's adaptability and forward-thinking approach, shaping its trajectory in the face of challenges and opportunities, while staying attuned to the latest hospitality trends. 

Best-selling author, Will Guidara, claims “We are entering into a hospitality economy” – suggesting that what underpins the essence of hospitality, (service excellence, human interaction, personalization and the co-creation of memorable experiences), is actually what many sectors of industry are desperately in need of today.

As we charge at break neck speed towards an ever-more digitalized society , the hospitality industry stands out as the successful hybrid that balances the implementation of tech innovation for improved operations whilst preserving the human need for connection, authenticity and real-life discovery.

With statistics predicting a healthy expansion of the sector (e.g., the bleisure and wellness markets on the up, room demand set to reach an all-time high, booking.com as the most valuable tourism brand in the world, and new positions opening up in the sector), we can confirm that the hospitality industry is poised for a significant transformation in 2024.

So what new trends are emerging?  Driven by interlinked factors, including technological progress, evolving consumer preferences and a deeper focus on sustainability, hospitality businesses can capitalise on emerging opportunities to enhance guest experiences and position themselves for long-term success.

10 hospitality trends 2024 - Elevate experiences, embrace evolution

• Workforce empowerment: Transforming challenges into opportunities
• Artificial intelligence and technology: Choosing the best tech to revolutionize hospitality
• Culinary experiences: Putting experiences, authenticity and the senses first
• Bars and drinks redefined: Adding creativity and design to the drinks' menu
• Fine dining: In need of reinvention but full of potential
• Fine wine prices: Navigating the fluctuating vineyard market
• Rising interest rates: The impact on hotel property values and transactions
• Green hospitality: Beyond sustainability to net positivity
• Data-driven decision-making: Data-analytics for optimum personalization
• The power of social media: Crafting authentic narratives

1. Workforce empowerment: Transforming challenges into opportunities

Over the past two years, the industry's biggest challenge has not been attracting customers but rather finding and retaining staff. To address this issue, many hotel groups have begun to make improvements, and there has never been a better time for newcomers to the industry to negotiate better working conditions and salaries.

Today, many hotels offer their staff free or low-cost accommodation , increased wages and reduced peak-time working hours. They also invest in training programs to motivate staff and allow mobility up the corporate ladder. Empowered employees not only have a positive impact on how guests feel and their decision to become repeat guests, but also help attract other employees to build a cohesive, high-quality workforce.

2. Artificial intelligence and technology: Choosing the best tech to revolutionize hospitality

As Chat GPT celebrates its first birthday, we can only surrender to the fact that, like it or not, we have entered into an AI-accelerated world, and consequently, the pace at which the industry adapts has become a pressing issue. But which forms of AI best harness hospitality stakeholder outcomes?

Contactless services: Effortless technology, impeccable stay

Embracing contactless technologies is about redefining the hospitality experience to cater to modern travelers, not just adapting to the pandemic-driven shift toward touchless interactions. Contactless services simplify the guest journey by reducing wait times and physical contact points. Mobile check-in, digital keys and voice or tablet-controlled room automation allow guests to move seamlessly through the hospitality experience. The citizenM hotel brand has pioneered this minimum-fuss check-in and room experience with a hugely successful UX-friendly app.

Other popular tools such as WhatsApp allow hotel staff to remain in constant contact with customers during their stay, respond immediately to requests and thus provide bespoke services. It also streamlines operations by reducing the need for face-to-face interactions and human error, improving service delivery and lowering the burden on a scarce workforce. In line with contactless services , hospitality companies need to prioritise data privacy and security, putting solid safeguards in place to protect guest information against cyber threats.

Technology-driven innovation: Beyond boundaries

At the heart of technology innovation is the ability for managers and employees to centralize information at all times. Migrating to a fully cloud-based solution is a first but essential step . This enables real-time sharing, better service orientation and personalisation of the guest experience, improving all hotel departments.

Robotic systems (as used in the Henn-na Hotels in Japan) optimise processes and increase efficiency in back-of-house operations such as housekeeping or F&B outlets, reducing staffing requirements and allowing managers to respond to problems in real-time and with accountability.

The use of augmented reality helps with staff onboarding, allowing new employees to be put in real-life situations and trained before even entering a room. Pedagogically speaking, as practiced at EHL in the Virtual Housekeeping class, AR provides a more interactive and complete learning environment. Augmented reality also allows hotels and airlines to market themselves in an ad hoc style - an innovative and sustainable approach. Potential customers can better immerse themselves in the facilities and make more informed decisions.

Hyper-personalization: Tailored moments, lasting loyalty

In a world of commoditised practices, guests are increasingly looking for personalized experiences that cater to individual preferences and aspirations . In the hospitality industry, hyper-personalisation means relying on technology-based micro-segmentation to tailor each guest interaction to real-time needs and behaviours. For example, eliminating 'deadlines' such as check-in/check-out/F&B closing times, knowing whether a customer wants to be accompanied through check-in or do it contactless, personalizing room temperature, lighting and amenities or tailoring F&B options promptly and accurately. At Fauchon l'Hotel in Paris clients suggest the menu and define their portion sizes. From a hotel perspective, this enables better dynamic pricing strategies, higher guest-spent for experiences, or tailored loyalty programmes with commercial partners.

3. Culinary experiences: Putting experiences, authenticity and the senses first

The desire to experience rather than simply consume means that experiential dining has today evolved in new ways. Hotels are now required to offer a range of dining options to cater to different customer tastes and, when correctly done, can become a culinary destination where the restaurant is at the heart of the experience and not just an extension of the hotel. A good example is the Grand Resort Bad Ragaz in Switzerland which boasts seven restaurants, three bars, a bistro, a café and a sushi takeaway, (plus an array of Michelin stars and GaultMillau points), unsurprisingly making it a mecca for traveling gourmets.

Experiential design can also allow customers to taste food in a multi-sensory environment that stimulates all the senses, not just the taste buds (e.g., Ultraviolet by Paul Pairet in Shanghai ). Some hotels have started to provide experiences even on a smaller and more dynamic scale. E.g., They offer four-hand dinners (an invited chef cooks with the in-house chef), organise kitchen parties (clients eat in the kitchen), or have a front-cooking area. Specialist cooking classes can complement this. The key here is to offer a unique experience like how to make your own gin, cook local food , or bake bread with the experts.

Another trend relates to children . A menu of unimaginative, standard food à la burger and chips is no longer enough; parents want their children to eat healthier, globally-inspired food with high-quality ingredients. Adding world food or plant-based products and packaging them in innovative ways will make for happy families likely to return.

A final significant trend in the food sector is off-premise dining and digitalisation. Although customers have returned to eating in restaurants since the pandemic, a large proportion mix on- and off-premise dining. Restaurants need to cater to this clientele to increase revenues, as takeaways are no longer limited to fast food but also exist for traditional and even fine dining. This means that restaurants need to reorganise their workflows and operations to cater to in-house diners and delivery, alongside designing appropriate, creative, high-quality packaging and optimising delivery or collection methods to be easy and inexpensive without competing with traditional delivery platforms.

This can also include ghost kitchens focusing only on food production for delivery and takeaway. Post-Covid, ghost kitchens have become an increasingly popular trend in the restaurant industry with statistics showing that they are projected to be a $157 billion market by 2030. As of 2021, there are over 100,000 ghost kitchens operating worldwide .

4. Bars and drinks redefined: Adding creativity and design to the drinks' menu

Today's bars need to stand out by offering unique drinks paired with a special, Instagrammable atmosphere to create an immersive experience for their customers. E.g., Ashley Sutton Design Bars are known across Asia for their ability to transport guests to enchanting, immersive worlds, offering not just a place to drink but an entire experience that stimulates the senses and sparks curiosity.

Gone are the days of a simple wine list and international beer and spirit brands. Bars and restaurants need to specialise and cater to an international clientele with evolving tastes. A dedicated beer menu with local craft beers, wines from specific vintages and terroirs with a narrative, eclectic spirits collections (after whisky and gin, look out for rum in the coming years), and fresh hyper-locally sourced juices are what customers want.

Mixology has been around for some time, but offering mocktails and non-alcoholic food pairings is also becoming essential due to stricter alcohol laws and healthier lifestyles driven by Gen Z and millennials. Faux booze has gone mainstream and now it’s not just a case of ‘dry January’, but mocktails all year long! Cocktail and mocktail innovations should go beyond traditional recipes to include unique ingredients, techniques and presentation styles (e.g., Bar Benfiddich in Tokyo ) and be taught to customers in mixology classes.

The effect of economic uncertainty on hotels, restaurants and fine wines

5. fine dining: in need of reinvention but full of potential.

The pandemic has unexpectedly affected consumer behaviors: they now organize themselves on short notice, have become increasingly spoilt for choice and no-shows are today the norm . More and more restaurants are responding by asking for a credit card at the time of reservation. But this only treats one of the symptoms without solving the problem. "A full house one day, but only four tables occupied the next" , is an observation that led Antoine Lecefel to shut his restaurant – sadly one of many fine dining establishments to do so.

Inflation and declining purchasing power play a part, but more generally, the fundamental problem lies in the inability of fine-dining restaurants to reinvent themselves. Unlike hotels and other players in the hospitality industry that increasingly compete with them through ambitious and innovative culinary projects, they have to contend with limited financial and human resources. They have neither the capacity to implement and manage a proactive strategy nor the means to invest in cutting-edge, highly experiential concepts. Initiatives such as Eatrenalin , which create a unique experience by combining gastronomy, décor and entertainment, offer a glimpse of this changing industry and the new competition facing traditional players.

Solutions? A strong, contemporary concept plus a business-oriented management that understands consumers, connects with them and is thought through from the outset to generate margins and create synergies and/or economies of scale. The Igniv chain is a shining example of this, driven by an extraordinary chef and based on the principle of “we love to share”, Andreas Caminada has created a unique and fully coherent concept, the success of which is now being rolled out in various locations, all of which have been rewarded with rave reviews from customers and expert guides.

6. Fine wine prices: Navigating the fluctuating vineyard market

Another challenge facing restaurants is cellar and wine list management. Restaurants with limited financial resources may even wonder whether fine wines still have their place on their menu . Indeed, fine wine prices have risen almost exponentially since the Global Financial Crisis of 2008. But here, too, the situation appears to have changed.

A year ago, fine wine prices were at record highs. Demand for rare, artisanal wines from regions with long-standing terroir reputations was at its peak. One could go on about Burgundy, but many other examples are as revealing. For example, the Châteauneuf-du-Pape Réserve cuvée from Rayas, worth between 150 and 200 euros (for young vintages) less than a decade ago, has soared to reach and exceed the 2’000 euro mark. At this point, voices suggested that this was normal; inflation should also positively impact the prices of fine wines. But there is no reason this should be the case: demand drives prices, not production costs. Fine wines attract wealthy people, collectors and investors. For them, the resources that can be invested in wine depend on economic conditions and financial markets. The latter have fallen sharply since the beginning of 2022. Not surprisingly, wine prices have followed the same trend.

The most spectacular move was in Burgundy wines. Prices had become so high that these wines had detached from the rest of the market. Just a year ago, many wines from the 2019 vintage were selling for several thousand euros a bottle. One wondered whether these wines had permanently changed their status and would never be traded at lower prices again. Today, the trend has abruptly reversed, and it appears more like a speculative bubble that has begun to implode. Time will tell. The fine wine market offers an almost perfect setting for this kind of phenomenon: herding behaviour is common, and, in the end, price levels depend not on financial arguments but simply on what people are willing to pay for a bottle.

7. Rising interest rates: The impact on hotel property values and transactions

As we have seen with wine, economic conditions considerably impact on the value of tangible assets. The same applies to real estate . The market proved relatively resilient last year, thanks to the ability of hotels to pass on (sometimes more than proportionally) higher costs to their customers, while maintaining high occupancy rates. The increase in RevPar thus more than offsets the rise in discount rates.

Today, consumers having finished dipping into their COVID-19 savings and interest rates remaining high, the very long upward cycle in hotel property values has ended. What remains as a stabilising factor is the fact that the pipeline of hotel projects is thin. In other words, supply is likely to stagnate over the coming years and should thus not contribute to aggravating the supply-demand imbalance. Nonetheless, we can expect pressure on prices. Refinancing transactions will further exacerbate this, which will take place on far less favourable terms over the next 12-24 months. As is always the case in this type of environment, we can expect forced sales, sometimes at substantial discounts to current valuations.

Another consideration is sustainability . The residential real estate market is becoming highly selective, making it hard to rent and make profitable properties with an unfavourable environmental record. This trend has already begun and will likely intensify, affecting commercial real estate in a major way. In other words, hotels that have not been renovated and adapted to today's standards and expectations will likely suffer more than proportionately.

Other trends that have been, still are, and will continue to shape hospitality

8. green hospitality: beyond sustainability to net positivity.

After a period of harvesting low-hanging fruit, hospitality groups are increasingly looking for more innovative and meaningful ways to implement, measure and communicate their sustainability practices . In the F&B industry, local sourcing has become standard in many outlets. However, it has now started to scale up more by offering better traceability of products (e.g., The Europe Hotel in Ireland has its own farm with livestock, fish, and produce ). In addition, guests are increasingly being educated on sustainable practices, e.g., cooking classes on how to use the entire ingredients and avoid food waste. It is no longer about doing good but rather showing customers how to do good.

Hospitality groups are also increasingly adopting sustainable building techniques and are generally trying to adopt a 360-degree strategy that allows them to be sustainable from the first brick up to the operation (e.g., the Beyond Now Network where industry experts have joined forces to transform hospitality businesses into environmentally friendly, efficient and profitable enterprises). Some are going even further, not content with being net zero but aiming to become net positive, exemplified by ‘regenerative tourism’ practices .

9. Data-driven decision-making: Data-analytics for optimum personalization

"Information is the oil of the 21st century, and analytics is the combustion engine" (Peter Sondergaard, senior vice president and global head of Research at Gartner, Inc.). The current trend is moving away from simply collecting data to engineering and analysing the vast amount of data efficiently into actionable decisions and gaining an edge over competitors.

Today's successful early-adopter hospitality companies have a data-driven business model . For example, through its platform, Booking.com has extensive knowledge of guest and hotel behaviour, which it can use in real-time to adapt its offers and displays and negotiate better deals with hoteliers. The Marriott International hotel chain uses data analytics to personalize guest experiences, with their loyalty program as a major source of data collection.

Data is reshaping hotel marketing, allowing hotels to better monitor guest satisfaction and desires to personalise experiences and better target the customer base . Finally, it enables hotels to increase revenue through more accurate yield and revenue practices by better forecasting demand and thus offering more dynamic pricing strategies.

10. The power of social media: Crafting authentic narratives

This consistent trend is entering a new phase of maturity. First, marketers need to find more innovative ways to capture the attention of customers who are constantly bombarded with messages. With their short video content, the rise of TikTok and Instagram seems promising. It allows the sharing of stories to enhance the storytelling of hospitality outlets (e.g., the customer becomes part of the act through employee or behind-the-scenes videos).

Second, the use of influencers has gained traction in the industry. On average, businesses generate $6.50 in revenue for each $1 invested in influencer marketing . Here, marketers need to find the needle in the haystack with influencers who have enough reach and best fit the hotel's values and story.

Third, with advances in technology and the many options available, marketers need to accurately measure the impact of their social media efforts and finetune the message accordingly. They also need to balance customer and organic content creation and paid or free content. Overall, the cost of social media must be commensurate with the benefits, be professional, authentic and follow a clear strategy in line with traditional marketing efforts.

Master in Hospitality Management

Key takeaway from ehl's hospitality industry trends 2024 - crafting experiences, influencing lives, and paving the way to tomorrow.

In today’s hospitality landscape, it is difficult to confine ourselves to an annual update. Certainly, several general trends have been in place for years and continue to evolve, but by and large, this once cozy industry is constantly innovating and reinventing itself. It is not just adapting to customers. It is creating its own momentum, helping to shape the society and economy of 2024 and beyond.

From computer games to popular films and TV shows, the hospitality industry impacts our daily lives more than we realize. As a sector that thrives on personalized, immersive encounters, it caters not just to our desires for leisure, travel and memorable life experiences but also influences the way we interact, socialize and dream.

Associate Professor of Finance at EHL Lausanne

Associate Professor at EHL

Keep reading

Luxury hotels and a ‘sense of place’: Brand identity and experiences

Apr 24, 2024

Luxury hotels and a ‘sense of place’: The branding imperative

Apr 17, 2024

Navigating challenges of AI and maximizing value in the service sector

Apr 16, 2024

The best step-up for a successful career in hospitality

Our Master's in Hospitality Management is an internationally recognized MSc qualification. You will have a choice of four academic routes:  CSR & Sustainable Transformation, Finance, Real Estate & Consulting,   Food & Beverage Management, or Luxury Experience Management.   These routes enable you to specialize through your studies.

This is a title

This is a text

More articles

• Bachelor Degree in Hospitality
• Pre-University Courses
• Master’s Degrees & MBA Programs
• Executive Education
• Online Courses
• Swiss Professional Diplomas
• Culinary Certificates & Courses
• Fees & Scholarships
• Bachelor in Hospitality Admissions
• EHL Campus Lausanne
• EHL Campus (Singapore)
• EHL Campus Passugg
• Host an Event at EHL
• Contact our program advisors
• Join our Open Days
• Meet EHL Representatives Worldwide
• Chat with our students
• Why Study Hospitality?
• Careers in Hospitality
• Awards & Rankings
• EHL Network of Excellence
• Career Development Resources
• EHL Hospitality Business School
• Route de Berne 301 1000   Lausanne 25 Switzerland
• Accreditations & Memberships
• Privacy Policy
• Legal Terms

© 2024 EHL Holding SA, Switzerland. All rights reserved.

CASE STUDY: utilising sustainability and emotional practice in hotel design

• Hamish Kilburn

Conscious, emotion and sustainability formed the design recipe for Kalukanda House , as interior designer Dee Gibson from Velvet Orange explains…

As an interior designer, I have always extolled the virtues of how a successful design makes my clients feel – and the aesthetics form only a part of that.

A space should functionally work, but it must also awaken as many senses as possible and I believe that comes from the designer at design stage connecting at a human level. Right from the get-go, we should be thinking about all the elements that will be pulled together to create an awakening for a user within a space that will stay with them long after we have gone.

“I deliberately allowed the design thinking to evolve as I discovered materials and fixtures that would fit the bill.” – Dee Gibson

Building a luxury hotel from scratch was an opportunity for me to put this into practice, and I deliberately allowed the design thinking to evolve as I discovered materials and fixtures that would fit the bill. Of course, the story doesn’t end there, we have a responsibility as hoteliers and designers to create and build sustainability, especially considering residential design trends can be influenced by the hotel market. Sharing this information and passion encourages others to join us; to engage emotionally and create spaces that people understand and want to talk about and replicate themselves.

Image caption: The colonial Walauwa architectural style of the building had to be restored sensitively in order to retain its charm and character

The hotel is on a gorgeous natural piece of jungle backed by a tall, golden cliff and 100 metres from the beach. Its garden was overgrown and the original derelict building had to be razed to the ground (not part of the plan). With a finite budget, it was important not to cut corners just to save money. At the same time, we had to balance the requirements of a demanding, luxury travel market. The challenge was to build and respect the elements of sea air, enormous trees, wildlife and extremes of weather and make the right financial choices around this.

The hotel is created in the colonial Walauwa architectural style associated with “Headmen” and the aristocracy, so the look was to be ultra luxury but had to be built responsibly. We wanted to evoke feelings of nostalgia for beautiful bygone eras, far away from the glass and steel structures that many developers favour today.

Image caption: Elements such as clay roof tiles and shutters were up-cycled to keep the style of the property

We stripped the bungalow of every inch that could be re-used. Original clay roof tiles were removed one by one and saved, shutters, doors, even the rotting fretwork was all dismantled. It was important to us to re-use as much as possible but also replicate original patterns wherever we had to make new. The charm of the original building had moved us and this was the closest I could get to completely replacing it and creating a sense of history.

The original grounds were bursting with tropical life; the trees and flora giving home and sanctuary to countless monkeys, birds and other wildlife. We carefully hand selected and cut back a small number of trees that were blocking light and designed outdoor spaces around the remainder. The gardens today are packed full of original, gigantic palms and Jackwood trees, and sunlight floods through to the ground where we have planted new exotic flowers, shrubs and Frangipanee.

Image caption: The hotel has a distinct residential style that is both luxurious and thoughtful.

Working with the footprint of the original bungalow was crucial. Rather than cramming lots of small rooms in as was suggested (bums on seats), we created two levels and carved off half the space for a large double height, vaulted living area which would stay cool naturally, and the other half for four lovely bedrooms with en-suite bathrooms. We installed the refurbished doors, shutters and windows from the original property back into similar locations and had additional ones handmade by local craftsmen from local, sustainable sources.

We have a natural water well and that water is used to irrigate the gardens. If the well runs dry when it is particularly hot, then the gardens go without. The original jungle has been there for centuries without being watered and we chose beautiful but hardy plants that could withstand extreme weather patterns. It was one of hundreds of decisions we debated – how to balance finances, sustainable design and luxury market expectations.

Image caption: The bedrooms shelter a traditional look and feel with hidden technology keeping it relevant for the luxury market

Powerful hot showers are a personal must have for comfortable, luxury travel and the electricity for this comes from solar panels. The Grohe fittings are expensive in Sri Lanka but the thought of having cheaper, mass produced variants was not an option. In a hot country like Sri Lanka there are times when the heat can be intense, so we have installed fast, efficient high-tech AC units in the bedrooms in addition to ceiling fans, and we actively ask and encourage guests to use the fans where possible and be mindful of the impact on the environment.

Our future plans include switching over entirely to solar power, but frequent power cuts will mean we still have to rely on our generator.

The hotel is styled with antiques that are all in daily use, and individually selected based on how they stirred us emotionally. We used a local antique dealer who had stories to tell of his life including where he was on the day of the Tsunami in 2004. These human connections and stories of provenance added layers of interest and emotion into the process.

Other craftsmen hand carved furniture for us, and we consciously sought out Sri Lankan artisans instead of mass produced, replica retailers. The entire space breathes and pieces are installed for specific use, their inherent beauty and details are styling enough. Carvings and statues add a sense of nostalgia, these too are minimal so they can be admired.

Image caption: The interior design scheme inside the hotel evokes a strong sense-of-place and time

Having regular contact with the contractors meant that I could see the hotel going up brick by brick. Our Sri Lankan builders had knowledge of local building techniques as well as modern materials, they used labourers from local streets to help on smaller tasks and we retained the caretaker who had looked after the site before we bought it. Relationships were built and strengthened, our presence in the village has roots.

Every detail was considered, from drainage and irrigation to power sources and building materials, and contractors, craftsmen and staff. It took time and effort and since opening, there are costs associated with maintenance, but the hotel has been built responsibly and with authenticity.

Sustainability is an on going project for us. We share our story with guests and engage them as much as possible to join in by making conscious choices on meal ingredients, water and electricity consumption and even local experiences. Our toiletries are all organic and every bathroom has china bottles that are topped up with products. Single use plastic is down to less than five per cent and we are always thinking about what we can do to improve.

We are asking that all guests go on at least one of our experiences where we encourage a human connection with locals. We also have strong links with a local children’s charity who we support through donations from guest bookings and other means.

Our staff are trained to be discrete while attentive and they are encouraged to warmly interact with guests if it feels appropriate, recreating those moments of connection we had with various people when building Kalukanda House.

All of this brings the guest experience into a deep sense of connection with the provenance and values of the hotel, the people, and the environment. Guests want to actively participate in our sustainability and green initiatives and ask about this when booking to stay.

Designers and hoteliers must insist on thinking about a design approach that is both conscious, emotional and sustainable. Whether in Sri Lanka or anywhere else, we can use our influence to create engagement between users and their environment, as this is the beginning of a journey to good mental health, wellbeing and thinking about our world in a kinder and respectful way.

Over complicated technology, throw away fixtures and faddish design aesthetics result in buzzes that are easily forgotten, and an un-conscious lack of respect for the environment.

The Kalukanda House definition of luxury is having the time and means to engage at a human level, to savour every pleasure our senses can find and to leave a positive social impact on the space we leave behind. That word ‘conscious’ is the golden key to sustainable and timeless design.

Main image credit: The Kalukanda House

Hamish Kilburn / 31.03.2020

• Hotel Designs
• Interior Design
• Industry News
• Main Slider

You might also like

In pictures: party at Sway Bar for MEET UP London 2024

Exclusive / 26.04.2024

Product watch: GROHE Sensia Pro

Bathrooms / 12.04.2024

Product watch: Guild from Burlington

Bathrooms / 09.04.2024

Privacy Overview

To keep up to date with all the latest news and features, sign up to receive our weekly newsletter and bi-monthly HD Edit.

24.04.2024 Insights

Successful luxury hotel branding guide: case studies, introduction.

‏‏‎In the world of hospitality, branding isn’t just about logos and slogans; it’s about creating an unforgettable experience, an identity that resonates with guests long after they’ve checked out. Nowhere is this more apparent than in the realm of luxury hotels, where every detail is meticulously curated to cater to the most discerning of guests.

Importance of Distinct Branding in High-End Hospitality

‏‏‎Luxury hotels aren’t just places to stay; they’re destinations in their own right, promising an escape from the ordinary and a journey into the extraordinary. In this realm, branding isn’t just important – it’s essential. It’s what sets one hotel apart from the next, what defines its personality, and shapes the guest experience. ‏‏‎ ‎ ‏‏‎Think of iconic luxury brands like The Ritz-Carlton, Aman Resorts, and Four Seasons. What sets them apart isn’t just their exquisite accommodations or impeccable service (though those certainly play a part); it’s their ability to evoke a sense of luxury and exclusivity that extends far beyond their physical properties. It’s the feeling of stepping into another world, where every moment is curated to perfection and every detail is designed to delight.

Article Preview

‏‏‎In this article, we’ll delve into the world of luxury hotel branding, exploring what sets these properties apart and how they’ve managed to capture the hearts – and wallets – of the world’s most discerning travelers. Through a series of case studies, we’ll uncover the secrets behind some of the most successful branding campaigns in the industry, from The Peninsula Hotels’ timeless elegance to Aman Resorts’ serene opulence to Four Seasons’ global sophistication.

Decoding Hotel Branding for Luxury Markets

‏‏‎Luxury hotel branding is a delicate art, requiring a deep understanding of not just the industry, but also the desires and aspirations of the affluent clientele it seeks to attract. At its core, it’s about creating an identity that resonates with guests on an emotional level, evoking feelings of prestige, exclusivity, and sophistication. ‏‏‎ ‎

Elements of Exclusive Branding

At the heart of every luxury hotel brand is a distinct identity – a set of values, aesthetics, and experiences that set it apart from the competition. This identity is often reflected in every aspect of the hotel, from its architecture and interior design to its amenities and guest services. ‏‏‎ ‎

The Art of Visual Storytelling

In the world of luxury hotel branding, visuals are everything. From stunning photography to carefully curated Instagram feeds, luxury hotels use visual storytelling to evoke emotions and aspirations in their guests, enticing them to experience the brand for themselves. ‏‏‎ ‎

Strategies for Attracting High-End Buyers

Successful luxury hotel branding is about knowing your audience – and catering to their every desire. Whether it’s personalized service, exclusive amenities, or bespoke experiences, luxury hotels go above and beyond to ensure that every guest feels like a VIP.

Case Studies in Luxury Hotel Branding

The peninsula hotels: exemplifying timeless elegance, embracing tradition with a modern twist.

At The Peninsula, tradition is not just preserved; it’s celebrated. From the classic architecture of their buildings to the traditional tea ceremonies offered to guests, every aspect of the Peninsula experience pays homage to the brand’s rich heritage. However, this tradition is never stagnant; it’s always evolving to meet the needs and desires of today’s discerning travelers. ‏‏‎ ‎

Curating Personalized Experiences

One of the hallmarks of The Peninsula Hotels is their legendary service. From the moment guests arrive, they are greeted with warmth and hospitality, ensuring that every aspect of their stay is tailored to their individual needs and preferences. Whether it’s arranging a private tour of the city or fulfilling a special request, The Peninsula’s staff goes above and beyond to ensure that every guest feels like royalty. ‏‏‎ ‎

Visual Storytelling: Balancing Heritage and Innovation

Visual storytelling plays a crucial role in The Peninsula’s branding strategy, with each property telling its own unique story through stunning photography and captivating imagery. From the iconic green Rolls-Royce fleet to the breathtaking views from their rooftop bars, The Peninsula’s visual identity evokes a sense of luxury and sophistication that is unmistakably their own. ‏‏‎‏‏‎

Aman Resorts: Where Serenity Meets Opulence

Creating sanctuaries of tranquility and exclusivity.

At the heart of the Aman experience is a commitment to providing guests with a sense of sanctuary and exclusivity. From secluded beachfront villas to remote mountain retreats, Aman properties offer a respite from the chaos of modern life, allowing guests to unwind and recharge in luxurious surroundings. ‏‏‎ ‎

Immersive Experiences Rooted

Aman Resorts take pride in showcasing the beauty and culture of their host destinations, offering guests immersive experiences that allow them to connect with the local environment and community. Whether it’s a guided hike through the jungle or a traditional cooking class with local chefs, Aman properties offer guests a chance to immerse themselves in the rich tapestry of local culture and nature. ‏‏‎ ‎

Minimalism and Architectural Mastery

Aman’s visual identity is characterized by its minimalist aesthetic and architectural mastery, with each property blending seamlessly into its natural surroundings. From the sleek lines of their pavilions to the use of natural materials like wood and stone, Aman properties exude a sense of understated luxury that is both timeless and contemporary.

Four Seasons: Luxury with Global Sophistication

Consistency across diverse destinations.

One of the key strengths of Four Seasons’ branding strategy is its ability to maintain consistency across its diverse portfolio of properties. Whether you’re staying at a Four Seasons in New York, Paris, or Tokyo, you can expect the same level of luxury and service that has become synonymous with the brand. ‏‏‎ ‎

Tailoring Experiences to Discerning Tastes

Despite this consistency, Four Seasons understands that every guest is unique, with their own preferences and desires. That’s why each property offers a range of bespoke experiences tailored to meet the needs of even the most discerning of travelers. From private yacht charters to exclusive culinary experiences, Four Seasons goes above and beyond to ensure that every guest’s stay is unforgettable. ‏‏‎ ‎

Visual Storytelling: Moments of Luxury and Serenity

Visual storytelling is at the heart of Four Seasons’ branding strategy, with each property offering a glimpse into a world of luxury and serenity through stunning photography and videography. From the sweeping views of city skylines to the serene landscapes of tropical paradises, Four Seasons’ visual identity evokes a sense of awe and wonder that is sure to captivate even the most discerning of travelers.

Emerging Trends in Luxury Hotel Branding

‏‏‎In the dynamic landscape of luxury hospitality, staying ahead of the curve is essential for brands seeking to maintain their relevance and appeal to discerning travelers. As we look to the future of luxury hotel branding, several emerging trends are shaping the industry and influencing the strategies of leading brands. ‏‏‎ ‎

Personalization Beyond Expectations

In an era where customization is king, luxury travelers expect personalized experiences that go above and beyond their expectations. From customized amenities and bespoke services to tailored recommendations and curated experiences, brands that prioritize personalization will continue to resonate with affluent clientele seeking unique and unforgettable moments. ‏‏‎ ‎

Sustainability and Ethical Luxury

As global consciousness around sustainability and ethical practices grows, luxury hotel brands are increasingly embracing environmentally friendly initiatives and socially responsible practices. From eco-friendly architecture and renewable energy sources to locally sourced materials and community engagement projects, brands that prioritize sustainability will not only appeal to conscientious travelers but also contribute to a more sustainable future for the industry. ‏‏‎ ‎

Digital Innovation

In an increasingly digital world, luxury hotel brands must strike a balance between leveraging technology to enhance the guest experience and maintaining the human touch that sets them apart. Whether it’s through mobile concierge services, seamless booking experiences, or immersive digital storytelling, brands that embrace digital innovation while preserving the personal connection with guests will succeed in capturing the hearts and minds of the modern traveler.

In the ever-evolving landscape of luxury hotel branding, one thing remains constant: the pursuit of excellence. Through our exploration of exemplary case studies and emerging trends, it’s evident that successful luxury hotel branding is about more than just aesthetics – it’s about creating unforgettable experiences that resonate with guests on a profound level. ‏‏‎ ‎ From The Peninsula Hotels’ timeless elegance to Aman Resorts’ serene opulence and Four Seasons’ global sophistication, each brand offers valuable insights into the art of crafting luxury and the power of branding to elevate the guest experience to new heights. ‏‏‎ ‎ As we look to the future, it’s clear that personalization, sustainability, and digital innovation will continue to shape the industry, challenging brands to adapt and innovate in order to stay ahead of the curve. ‏‏‎ ‎ In this pursuit of excellence, let us not forget the essence of hospitality – the human connection that lies at the heart of every memorable experience. By embracing these principles and elevating branding standards to new heights, luxury hotel brands can continue to captivate and inspire travelers for generations to come.

Your Next Step:

Curious about how luxury hospitality branding can elevate your hotel? Connect with us today to embark on a transformative journey by going to our: Contact Page

To look at successful projects we’ve collaborated on with other developers take a look by going to: Projects

Embark on your luxury real estate journey with Fifth Estate. Contact us now to turn your aspirations into an iconic reality.

Automated page speed optimizations for fast site performance

Hotel Industry Trends: From Decades of Innovation — to Digital Transformation

• Custom Software Development
• Hotel Industry Trends:...

Smart Rooms & Internet of Things

The transformation of the booking process, artificial intelligence-driven customer experience, vr & ar entertainment, case study in hotel innovation — smart rooms, cloud & mobile for luxury asian hotel chain, concluding thoughts: gradually embracing the hotel industry trends.

Decade after decade since its inception over 150 years ago, the modern hospitality industry has always been the herald of technological innovation. Hotels were first to successfully adopt telephones, intercom, and lighting long before they became common for households and the name elevator superseded the old, odd “ascending room.”  

Elaborately designed, guest service-first structures, hotels were separate worlds onto themselves, built to exceed expectations of its clientele over and over again with new technological conveniences and amusements.

The world of the modern hotel (especially a luxury hotel) has grown significantly since. Still, the hospitality industry is on yet another technological threshold. New technologies are helping the hotels become not worlds, but entire universes. Where in the past the hospitality industry always tried to exceed expectations of their guests, modern tech will allow to predict them with high precision, attuning the guest experience on-the-go to fit personal demands. More so, all of this will happen automatically and will only require human supervision.

From comprehensive smart room solutions to virtual reality to artificial intelligence, join us as we explore the technologies that already started changing the hospitality industry, as well as look at one real-life case study encompassing those technologies.

The digital transformation of the hospitality industry starts with elevating the concept of the room to include the latest technology. Enter smart room — a cloud-based system with IoT devices that gives guests control over their experience with a mobile device, typically an in-room tablet. More specifically, guest can control a wide range of amenities and guest services. This includes lights, conditioning, media devices in every room separately via many IoT sensors; as well chat with concierges, hotel restaurants booking, and instant access to flight schedules. On top of that, the tablets powering a smart room present a new avenue for driving sales with personalised promotional offers for each guest.

As rooms are at the heart of any hotel experience, their smarter versions will become default for the hotel industry in the nearest future. Concurrently, they will be the cornerstone and the starting point in full-fledged Digital Transformation of the hospitality industry, allowing hotel chains to deliver better experiences, drive sales, and learn more about their guests to continuously improve the services further.

The possibilities do not end there, and it is easy to see why the smart room idea has emerged in the first place, becoming one of the top trends in hospitality over the recent years. Whether it is millennials or other generations, modern guests have high expectations from staying at a hotel or resort. If the other services they use in their daily lives are pleasant, easy, fast, and personalised, they expect even more from top-dollar hotels in the age of high technology and market disruptors like Airbnb and VRBO. Guests anticipate a new level of comfort and customer experience — with unique features and services to surprise and help them throughout the stay.

This goes in line with one of the overarching hotel industry trends — hyper-personalisation . Achieving it will not be possible without smart room solutions and IoT. Therefore, shifting to smart rooms is something no leading hotel chain can miss out on.

Beacon Technology

Although not widely used in the hotel sector today, beacons will become its mainstays in the near future. This compact and cost-efficient devices can send notifications with promotional offers or useful tips to a hotel app, or simply to smartphone. Different in type, sizes, and durability, beacons will help hotels drive sales and improve the guest experience outside the rooms , including locations with high temperature, swimming pools, and spas. For example, Fontainebleau Miami uses their data from beacons and property management systems to generate early guest check-in and late-stay promotional offers.

See our concise guide to beacons to find out more .

Augmented & Virtual Reality

Airbnb is already experimenting with Augmented and Virtual reality for the booking process, and hotel chains will follow suit for several reasons. Both technologies eliminate the ongoing guessing game of how the room would look like for the guests, facilitating the buying decision process. Potential guests can also leave markers with notes in the AR environment to notify hotel staff about their wishes and preferences beforehand.   

The experience can unfold on a smartphone, laptop, consumer AR and VR glasses, as well as sophisticated headsets with full-fledged premises previews. Thus, AR and VR give more freedom to users in choosing their hotel, allowing them see and even experience what are they paying for, whether it is an exotic resort in a far away corner of the planet or a popular place of destination somewhere in Europe. This not a fantasy — Marriott Hotels offered such a VR experiences several years ago.

Artificial Intelligence

Powered by machine learning algorithms instead of pre-set commands, AI-driven chatbots will automate and simplify the booking experience. Such algorithms will be trained on call center agents’ conversations and customers’ website booking behaviour to offer the most fitting booking options for each guest, and sometimes even anticipate demand for additional services, and thus creating another way to drive sales.

No impressive technology will work on its own when it comes to the booking process: mobile will remain one of the key hotel industry trends in the coming years. Thus, a hotel will need to ensure their branded hotel app has a simple, fluid, and highly functional booking process. For example, a luxury hotel’s mobile app can allow guests book rooms for their fellow travelers and pay for them; or assign rooms in big resort villas to different guests while also leaving individual notes with preference — all in one app, in a simple interface with only a few scrolls.

In the coming years, as the hotel industry introduces automation, AI chatbots will take center stage as virtual assistants for every step of the stay. Employing machine learning, this consultants will be part of hotel apps to answer basic queries, for example:

• Do you have a two bedroom available for one night?
• Does your hotel serve vegetarian dishes?
• Can I bring my dog along?

Virtual assistants will help, guide, and provide offers for guests throughout the stay based on the data they share with the hotel, as well as their behaviour in the smart room, hotel app, and on the other platforms. A famous yoga coach will lead a morning session at your hotel? The virtual assistant will notify the guest who are interested in yoga with a single messages, proposing to sign up right away. A family staying at one of your properties is visiting the city for a first time? The AI concierge will provide recommendations if they plan to go out. There is a weather emergency at the resort? The chatbot will send a notification with safety tips immediately.

AI concierges can also help drive better customer services and thus significantly increase  service revenues. For example, one of the guests stays at the same hotel every month and prefers the same Asian restaurant. The virtual concierge will always keep them posted about new and seasonal menu items.

Better stated, AI is one the top hospitality trends for the future along with smart rooms. AI-driven solutions will open the doors to hyper-personalisation wide open, and this process has already started. In 2016, one luxury UK hotel developer created a smartphone-based AI service to let guests book rooms and request local area recommendations by messaging.

In the upcoming decade, the hotel sector will always need to find many fresh ways to keep their guests entertained. Any type of gamification can be appreciated if used in the right area of the hotel experience. Here, AR & VR emerge once again as both future and current trends in the hospitality industry. Guest will definitely enjoy exploring the hotel grounds with Pokemon Go-like experiences, while their kids can play an AR quest that matches the theme of the hotel, discoverings game treasure items as they explore the hotel as well.

The possibilities with AR and VR are many; they depend on creativity and, expectedly, the size of investment. For example, Marriott Hotels surprised their customers with VR postcards, immersing them into headset-driven 3-D travels stories.

Smart Rooms

A leading Asian hotel chain approached Intellectsoft for a comprehensive smart room solution for their brand new property. This was the first time the company outsourced software development. Closely collaborating with the client’s team on and off site, we created a tablet-based solution with pre-set designs for each hotel suite.

The solution gives guest complete control over room environment, guest services, and maintains the branded premium experience the client is known for.

Features Include:

• Attune amenities: air conditioning, light, windows, and media centers in every room.
• Order guest services
• Chat with staff
• Order food to room
• Access all the information about the hotel
• See flight schedules
• Stay notified with alerts

Benefits for the Client:

• Next-level guest experience with unique, state-of-the-art smart rooms
• New, wide avenue to drive sales with spot-on promotional offers sent right to the devices
• Extends and solidifies the hotel’s branded premium experience
• The client can learn more about their customers with new data, and continuously improve the experience further
• Cloud-based solution that integrates with other client’s systems

Cloud: Single Architecture for All Operations

Having successfully implemented the smart room solution, Intellectsoft is now helping the client make an ambitious transition from legacy systems to one enterprise architecture model, where all systems have exposed APIs.

With this model, the client’s different systems can be re-configured and combined with each other, allowing for flexible and faster creation of new business scenarios and new trends in hospitality industry.

For example, a hotel chain has a branded mobile app for the guests, where they can book rooms, access loyalty cards, follow the latest updates, and other. The company plans to add the purchase of tickets for their new entertainment parks built as part of some of the resorts. Instead of establishing this separately, a single cloud architecture where systems have exposed APIs will allow to cut costs and time, largely because the payment processing functionality and the backbone for the functionality are already there. Plus, the feature will essentially be a part of the entire open-ended system where everything is in one place.

Branded Mobile Application

The client also entrusted us to transfer their brand experience to mobile. This resulted in a simple and eye-pleasing mobile app. In a few easy steps, the customers can book rooms for themselves and their travel companions, managing an array of essential options along the way. The application allows the customers to manage their membership and loyalty cards as well. To make the booking process as simple as possible, we also integrated the most popular payment service in the country.

The road to digital transformation is long, but the benefits of taking it are many. The majority of the modern sophisticated technologies can help the hotel industry change in a meaningful way — significantly improving many areas of the guest experience, driving sales, and introducing new, exciting dimensions to both vacations and business trips. What is interesting, the list of technologies forming the bedrock of this transformation does not end on the ones mentioned above. There will be many new trends in the hospitality industry that will help it change in exciting and meaningful ways, towards new bright horizons.

YOU MIGHT ALSO LIKE

Ios app development process: steps & tips, enterprise applications development: best examples, strategies, tools, your guide to free open bim software & components, bim open standards for aec digitization projects, biggest flops & disappointments in enterprise application development, nodejs vs. golang: what to choose for backend development.

Something went wrong. Send form again, please.

Thank you for your message!

We will get in touch with you regarding your request within one business day.

What happens next?

• Our sales manager reaches you out within a few days after analyzing your business requirements
• Meanwhile, we sign an NDA to ensure the highest privacy level
• Our pre-sale manager presents project estimates and approximate timeline

Request a Free Quote

We have offices in:, contact us request a free quote.

• Hospitality Case Review: The Top 100+ Hospitality Cases That Impacted Us in 2018

Written by Karen Morris, J.D., LL.M. and Diana S. Barber, J.D., CHE, CWP

ADA/Standing 1. Brito v. Wyndham Hotels and Resorts, LLC , 2018 WL 317464 (D. Colo., 01/08/2018). Plaintiff is a paraplegic and requires the use of a wheelchair to ambulate. While at defendant hotel he encountered multiple violations of the Americans with Disabilities Act (ADA) that effected his use and enjoyment of the premises and sued. The hotel challenged plaintiff’s standing. To establish standing, a plaintiff must show, inter alia, that he suffered an injury in fact. To prove that, plaintiff must establish a likelihood that he will return to defendant’s premises. Factors a court considers are the proximity of the business to plaintiff’s residence, the plaintiff’s past patronage of the business, the definitiveness of plaintiff’s plan to return, and the plaintiff’s frequency of travel near defendant. In the complaint plaintiff stated he lives in the same county as defendant, he has frequented defendant hotel for “pleasure purposes,” he was a guest at the premises for a two day stay, and he alleges an intention to return within four months. This constitutes a personal stake in the outcome to constitute standing and avoid dismissal of the complaint.

Bankruptcy 2. In Re Lorraine Hotel 2017 LLC , 2018 WL 5288893 (N.D. Ohio, 10/22/2018). Plaintiff hotel filed a Chapter 11 petition in bankruptcy. The debtor’s sole asset was a 93-room hotel, of which 54 rooms were rentable. The debtor did not have casualty insurance covering destruction of, or damage to, the facility. The Bankruptcy Code, Section 1112(b) authorizes a judge to dismiss or convert a Chapter 11 case to Chapter 7 “for cause.” Cause exists where a debtor fails to maintain appropriate insurance resulting in risk to the estate. The court stated appropriate insurance coverage is of “paramount importance” in this case because of the single asset in the estate and the status of the business as a struggling downtown hotel. The court thus dismissed the Chapter 11 case and denied conversion to Chapter 7. Instead, creditors can pursue their state remedies.

Class Action 3. Valverde v. Xclusive Staffing, Inc., et al , 2018 WL 4178532 (D. Co., 08/31/2018). Plaintiff is an employee of Omni Hotel. Per the written employment policies of the management company that operates the hotel, a $3.00 processing fee is deducted from each paycheck plaintiff and other employees receive. Plaintiff objected and seeks certification of a nationwide class of plaintiffs. Defendant objected arguing the allegations were insufficient to show that plaintiffs from other states were subject to the same policy. The court noted that defendant management company’s policies are national and controlled centrally from its Colorado headquarters. They are contained in its written employment policies used nationwide. The court thus found the evidence sufficient to certify a nationwide class.

Contracts 4. Murphy Elevator Co., Inc., v. Coco Key Hotel & Water Resort , 2018 WL 1747924 (Ohio Appls Crt, 04/11/2018). The parties had a two-year elevator maintenance contract. After the first year and a half, the hotel failed to pay. The elevator company stopped performing and sued for breach of contract. The hotel argued that it should only be liable for the unpaid moneys up to the time plaintiff stopped performing. The court rejected this argument and granted the elevator company lost profits. Noted the court, an award of damages should put the injured party in the same position it would have been in had there been no breach.

5. Stanciel v. Ramada Lansing Hotel and Conference Center , 2018 WL 842907 (Mich. Appls, 02/13/2018). Plaintiff fell when entering a hot tub at defendant hotel. Plaintiff attributes the fall to a broken support bar leading into the tub. Plaintiff sued, and the parties purportedly agreed to a settlement. Defendant prepared a written settlement agreement and submitted it to plaintiff. The documents included a “Medicare addendum.” Defendant’s attorney told plaintiff’s counsel to advise if he had a problem with any of the wording. Plaintiff returned the signed documents to defendant but unilaterally crossed out language in the addendum. Plaintiff now seeks to enforce the settlement agreement. Defendant argued the agreement was not valid because defendant was not willing to agree to the settlement without the eliminated clause. Plaintiff argued the clause that was crossed out was not an essential term of the settlement agreement so there was still a meeting of the minds on all the essential terms. The court ruled the parties did not reach an enforceable settlement agreement. Case dismissed.

6. Claris, Ltd. v. Hotel Development Services, LLC , 2018 WL 3203053 (Crt. Appls, Ohio, 06/29/18). Per contract dated 8/2005, defendant agreed to build plaintiff a 4-floor, 122 room hotel which plaintiff planned to operate as a Candlewood Suites. The construction was completed in late summer 2006. In 2013 the hotel began experiencing water penetration when rain occurred. Plaintiff’s expert witness investigated defendant’s construction work of the hotel’s walls and identified five deficiencies. The expert excluded one of the five as the cause of the water problem but did not identify the extent to which the other four may have contributed to the damage. Therefore, plaintiff failed to establish that a breach of contract by defendant caused the leakage. Thus, the court reversed a jury verdict in favor of plaintiff and directed a verdict for defendant.

7. Couture Hotel Corporate v. US , 2018 WL 3076847 (Crt. of Fed. Clms, 06/21/2018). Plaintiff purchased a $9 million hotel near Nellis Air Force Base intending to participate in the off-base lodging business for visitors to the base utilized when on-base lodging is full. To meet the base’s requirements, plaintiff made modifications costing in excess of $1 million. When the work was completed, defendant advised plaintiff that, due to lowered demand, it was not adding any new facilities to its overflow listings at the time. Plaintiff sued, claiming that defendant’s refusal to permit plaintiff to compete for off-base services violated the Competition in Contracting Act, various associated procurement regulations, and a contract implied-in-fact. The court held for the government finding procurement rules were not violated, and a contract-in-fact did not exist. While the government representative talked to plaintiff about prerequisites to qualify for the lodging overflow business before plaintiff purchased the facility, documents provided to plaintiff clearly stated that a prerequisite to the government signing a contract were various inspections and approvals. Said the court, “[I]n negotiations where the parties contemplate that their contractual relationship would arise by means of a written agreement, no contract can be implied.” The complaint was thus dismissed for failure to state a claim.

Default Judgment 8. Travelodge Hotels, Inc. v. Durga, LLC , 2018 WL 5307809 (D. NJ, 10/26/2018). Defendant was a franchisee of plaintiff. Defendant ceased operating and plaintiff filed suit for damages for breach of contract. Plaintiff ultimately received a default judgment. Defendant now seeks relief from that judgment. He argued his failure to defend was excusable because he was traveling the world searching for experimental medical treatments for their daughter who suffers from a rare anoxic brain injury which worsened about the time of the lawsuit. Per defendant, this search “consumed” his life. The court granted the relief, noting that the defendant’s inattention to the lawsuit was excusable given the daughter’s illness.

Eminent Domain 9. North Carolina Dept. of Transportation v. Laxmi Hotels, Inc. , 2018 WL 2207793 (05/15/2018). Defendant operates a Super 8 Motel. The Department of Transportation (DOT) sought to widen and improve the street on which the hotel was located. As a result of the work, the hotel lost several parking spaces. Also, due to a 15-foot tall retaining wall installed, visibility of the facility from the nearby thoroughfares was totally lost. The DOT claims it explained the extent of the work to be performed. The hotel’s president stated the DOT assured him the hotel would not lose any parking spaces and failed to explain the height of the retaining wall. As a result of the lost parking and street visibility, the hotel claims the DOT significantly underpaid for the taking since the loss of parking and visibility severely impacted the value of the hotel. The court agreed that the DOT did not adequately inform the hotel of the extent of the taking of hotel property. The court thus ordered the DOT to provide just compensation. The case was remanded for further calculation of appropriate reimbursement for the hotel.

Employment/Actual Employer 10. Frey v. Hotel Coleman, et al , 2018 WL 4327310 (7th Cir., 2018). Plaintiff worked at a Holiday Inn Express in Algonquin, Illinois. The hotel was owned by Hotel Coleman, Inc. which hired Vaughn Hospitality, Inc. to manage the facility. Vaughn Hospitality consisted of Michael Vaughn and his wife. Plaintiff’s paychecks came from Hotel Coleman; she was trained, supervised, evaluated, assigned, etc. by Vaughn Hospitality. Plaintiff claimed Michael Vaughn sexually harassed her and she filed a claim with the EEOC. She was thereafter fired and sued Hotel Coleman and Vaughn Hospitality for retaliatory discharge. The lower court determined Vaughn Hospitality was not plaintiff’s employer and dismissed the charges against it. Following trial against Hotel Coleman, plaintiff appealed Vaughn Hospitality’s dismissal. The appeals court reviewed several factors to consider when determining who is an employer, the most important being the right to control and supervise the worker. The court vacated the ruling that Vaughn Hospitality was not a joint employer and remanded the case. In doing so the court commented that the district court will “likely” conclude that Vaughn Hospitality was plaintiff’s employer.

Interested in more? Click here to continue reading.

This article is part of our Conference Materials Library and has a PowerPoint counterpart that can be accessed in the Resource Libary.

HospitalityLawyer.com® provides numerous resources to all sponsors and attendees of The Hospitality Law Conference: Series 2.0 (Houston and Washington D.C.). If you have attended one of our conferences in the last 12 months you can access our Travel Risk Library, Conference Materials Library, ADA Risk Library, Electronic Journal, Rooms Chronicle and more, by creating an account. Our libraries are filled with white papers and presentations by industry leaders, hotel and restaurant experts, and hotel and restaurant lawyers. Click here to create an account or, if you already have an account, click here to login.

KAREN MORRIS (585) 256-0160 [email protected]

Karen Morris is an elected Town Justice in Brighton New York, a Professor of Law at Monroe Community College (MCC), and an author. She was elevated to the title of Distinguished Professor, awarded by the Chancellor of the State University of New York.

She has written several textbooks including numerous editions of Hotel, Restaurant and Travel Law, the latest of which was published in 2017 by Kendall Hunt and won a Textbook Excellence Award from Text and Academic Authors Association. She also wrote two editions of New York Cases in Business Law for Cengage Publishing. In 2011, she published Law Made Fun through Harry Potter’s Adventures, and in 2017, Law Made Fun through Downton Abbey. She also co-authors Criminal Law in New York, a treatise for lawyers. She writes a column for Hotel Management Magazine entitled, Legally Speaking, and a blog for Cengage Publishing Company on the law underpinning the news.

Among the courses she has taught are Hotel and Restaurant Law, Business Law I and II, Constitutional Law, Movies and the Law, “The Michael Jackson Trial” and “O.J. Simpson 101; Understanding Our Criminal Justice System.” Her course offerings include some in traditional classroom settings and others online. She won the Excellence in Teaching Award in 1994, having been selected by her peers, and the Chancellor’s Award for Teaching Excellence in 2002, conferred by the Chancellor of the State University of New York.

DIANA S. BARBER (404) 822-0736 [email protected] [email protected]

Diana S. Barber, J.D., CHE, CWP is currently an adjunct professor teaching hospitality law and hospitality human resource management at Georgia State University in Atlanta, GA. In addition, she conducts a one-day workshop on contracting and risk management for the Events and Meeting Planning Certificate Program offered by The University of Georgia in Athens, Georgia.

In 2017, Diana became a co-author of Hospitality Law, Managing Legal Issues in the Hospitality Industry (5th Edition), along with Stephen Barth. Ms. Barber is a recipient of the J. Mack Robinson College of Business Teaching Excellence Award in 2011 and was awarded 2011 Study Abroad Program Director of the Year by Georgia State University. In addition, Ms. Barber is the recipient of the 2010 Hospitality Faculty of the Year award and in 2012, received a Certificate of Recognition from the Career Management Center for the J. Mack Robinson College of Business. Ms. Barber is a member of Phi Beta Delta, an honor society for international scholars. Diana also completed her certification as a Certified Wedding Planner through the nationally recognized [the] Bridal Society.

Ms. Barber has recently launched a consulting/speaking company called LodgeLaw Consulting using her combined academic and hospitality legal skills; specializing in providing education to hospitality companies on preventative measures to reduce legal exposure, as well as a full range of legal services to hotels, motels, restaurants, event planning companies and private clubs. She has over thirty years of legal hospitality experience. Diana began her law practice as an associate attorney at King & Spalding in Atlanta, Georgia after graduating cum laude from Walter F. George School of Law at Mercer University in Macon, Georgia. She then spent over fourteen years with The Ritz-Carlton Hotel Company, LLC serving as vice president and associate general counsel. She is a member of the State Bar of Georgia, G.A.H.A., and the Georgia Hotel & Lodging Association (“GHLA”).

"For 22 years as Brighton Town Judge I have enforced the law, applying the rules without favor. As a judge, I blend fairness, impartiality, diligence, caring and firmness in all my decisions. Like you I am concerned about the safety of our community, the future of our young people, and the wellbeing of our residents. To those ends, I hold convicted defendants accountable, and for nonviolent offenders I include mandatory rehabilitation programs to help eliminate repeat criminal behavior" Additionally,

Related posts

Leave a reply cancel reply.

Your email address will not be published. Required fields are marked *

Save my name, email, and website in this browser for the next time I comment.

• Programmes Consumer Information for SCP Sustainable Buildings and Construction Sustainable Food Systems Sustainable Lifestyles & Education Sustainable Public Procurement Sustainable Tourism
• Network Members Directory Organisations

Case study - Integrating Sustainability at Taal Vista Hotel Philippines

• Published on March 30, 2023

Case study developped as part of the Transforming Tourism Value Chains project

The Taal Vista Hotel is owned and managed by SM Hotels and Conventions Corporation (SMHCC). In line with SMHCC’s sustainability strategy, the hotel’s advocacy started in 2019, with the aim to conduct operations to lead responsible behavior, create shared value at an economic, social, and environmental level. SMHCC, through Taal Vista Hotel and its other properties, shared information and promoted ethical and responsible practices in their hotel business.

GOAL 12: Responsible Consumption and Production

Value Chain Stage(s):

Programme(s):, share your work on sustainable consumption and production, you might also be interested in.

Mainstreaming Gender in Philippine Tourism Case Study - Lio Tourism Estate

Case Study - Sustainability Reporting at GO Hotels Mandaluyong

Case Study - Sustainability Reporting at Discovery Shores Boracay

Select a language.

Browse Econ Literature

• Working papers
• Software components
• Book chapters
• JEL classification

More features

• Subscribe to new research

RePEc Biblio

Author registration.

• Economics Virtual Seminar Calendar NEW!

Entrepreneurship In The Hospitality Industry. Case Study: Marriott International

• Author & abstract
• 7 References
• 1 Citations
• Most related
• Related works & more

Corrections

(Faculty of Business and Administration, University of Bucharest)

Suggested Citation

Download full text from publisher, references listed on ideas.

Follow serials, authors, keywords & more

Public profiles for Economics researchers

Various research rankings in Economics

RePEc Genealogy

Who was a student of whom, using RePEc

Curated articles & papers on economics topics

Upload your paper to be listed on RePEc and IDEAS

New papers by email

Subscribe to new additions to RePEc

EconAcademics

Blog aggregator for economics research

Cases of plagiarism in Economics

About RePEc

Initiative for open bibliographies in Economics

News about RePEc

Questions about IDEAS and RePEc

RePEc volunteers

Participating archives

Publishers indexing in RePEc

Privacy statement

Found an error or omission?

Opportunities to help RePEc

Get papers listed

Have your research listed on RePEc

Open a RePEc archive

Have your institution's/publisher's output listed on RePEc

Get RePEc data

Use data assembled by RePEc

Explore Jobs

• Jobs Near Me
• Remote Jobs
• Full Time Jobs
• Part Time Jobs
• Entry Level Jobs
• Work From Home Jobs

Find Specific Jobs

• $15 Per Hour Jobs
• $20 Per Hour Jobs
• Hiring Immediately Jobs
• High School Jobs
• H1b Visa Jobs

Explore Careers

• Business And Financial
• Architecture And Engineering
• Computer And Mathematical

Explore Professions

• What They Do
• Certifications
• Demographics

Best Companies

• Health Care
• Fortune 500

Explore Companies

• CEO And Executies
• Resume Builder
• Career Advice
• Explore Majors
• Questions And Answers
• Interview Questions

25 Hotel Industry Statistics [2023]: Hotel Rate Trends And Market Data

• Wedding Industry Statistics
• Yoga Industry Statistics
• Music Industry Statistics
• Landscaping Industry Statistics
• Bicycle Industry Statistics
• Coffee Industry Statistics
• Car Rental Industry Statistics
• Home Improvement Industry Statistics
• Insurance Industry Statistics
• Supplements Industry Statistics
• Golf Industry Statistics
• Fitness Industry Statistics
• US Media And Entertainment Industry Statistics
• Firearm Industry Statistics
• Financial Services Industry Statistics
• Health And Wellness Industry Statistics
• Trucking Industry Statistics
• Wine Industry Statistics
• Pet Industry Statistics
• Mobile App Industry Statistics
• Digital Marketing Industry Statistics
• Hotel Industry Statistics
• Retail Statistics
• Robotics Industry Statistics
• Jewelry Industry Statistics
• Appointment Scheduling statistics
• Restaurant Industry Statistics
• Food Delivery Statistics
• Food Truck Industry
• Fashion Industry
• Real Estate Industry
• US Film Industry
• US Beverage Industry
• USu202fFast Food Restaurants
• US Construction Industry
• US Book Industry
• Cosmetics Industry
• US Food Retail Industry
• US Pharmaceutical Industry
• US Healthcare Industry
• Airline Industry
• Automobile Industry
• Transportation Industry Statistics
• Event Industry Statistics
• Project Management Statistics
• Oil And Gas Industry Statistics
• Nursing Home Statistics
• Nursing Shortage Statistics
• Nursing Statistics

Research Summary. The hotel industry not only reaches across the globe but also spans a wide cross-section of options ranging from budget motels to luxury resorts, making it an interesting field to study. Here are the key statistics on the hotel industry:

There are at least 187,000 hotels in the world as of 2023.

There are an estimated 17.5 million guestrooms in the world.

The global hospitality industry is worth over $4.548 trillion as of 2022.

There are about 1.6 million people employed by the U.S.’s accommodation industry.

The global travel and tourism industry was worth $4.671 trillion in 2020 , down from its $9.17 trillion value in 2019.

The average U.S. hotel occupancy rate is 64.2% as of February 2023.

Hotel Industry Statistics by Consumer Preferences

78% of millennials would rather spend their money on experiences than on things.

Hotels with a significant number of high-quality photos on their websites see a 15% increase in conversion rates.

This is compared to hotels that use few and/or low-quality photos. Including good photos of hotel rooms and amenities helps travelers know what they’re getting into and better imagine themselves there.

TripAdvisor shared that the number of photos a hotel has on its TripAdvisor profile has the most impact on traveler engagement with the listing.

More specifically, properties with at least one photo see a 138% increase in engagement and are 225% more likely to receive a booking inquiry, and those with over 100 photos see a 151% increase in engagement and are 283% more likely to receive a booking inquiry.

Europe has the highest hotel occupancy rate of any region in the world.

As of 2019, European hotels have an occupancy rate of 72.2%, meaning an average of 72.2% of all hotel rooms are occupied.

US Hotel Industry Statistics

There are 90,562 hotel and motel businesses in the U.S.

This number is a 0.4% increase from 2021, which is on trend with the average annual growth rate of 0.4% that this industry has seen from 2017 to 2022.

There are approximately 5.29 million hotel rooms in the U.S.

The U.S. hotel and motel industry is worth $177.6 billion.

This industry is predicted to grow by 33.6% throughout 2022 as it continues to recover from the COVID-19 pandemic, although it’s seen an average annual decline of 2.4% from 2017 to 2022.

The U.S. tourism industry was valued at $545.11 billion in 2020.

In 2020, U.S. hotels had an average occupancy rate of 44%.

Hotel Industry Statistics by Employment

The U.S.’s accommodation industry employs about 1.6 million people.

In Q1 2019, there were 1.352 million gross job gains in the U.S. leisure and hospitality sector.

Here are data points for each quarter from Q1 2019 through Q2 2021.

In Q1 of 2019, there were 1.22 million gross job losses in the U.S. leisure and hospitality industry.

Here are the numbers for each quarter following that through Q2 2021:

The average employee of the U.S. leisure and hospitality industry makes $19.44 an hour.

32% of U.S. leisure and hospitality industry employees have access to employer-sponsored health care.

43% get paid vacation from their employers, and 50% receive paid sick leave .

Hotel Industry Trends and Projections

In 2019, the global hotels and resorts market was worth over $1.5 trillion.

This was just before the COVID-19 pandemic caused widespread lockdowns in 2020, and it was the pinnacle of seven years of nearly continuous growth.

From 2021 to 2025, the global hotel and travel accommodation industry is projected to have a CAGR of 7%.

This will result in a market value of $1.05 trillion in 2025. In 2020, the global hotel and travel accommodation market was worth $673.02 billion, and it grew to $801.9 billion in 2021, which is a CAGR of 19.1%.

In 2020, travel and tourism contributed $4.671 trillion to the global GDP.

While this is a significant amount of money, it is also a significant decrease from the $9.17 trillion it contributed in 2019. This is a result of the 2020 COVID-19 lockdowns that significantly reduced the amount of travel in the world.

From 2008 to 2018, the number of hotels around the world has increased by nearly 14,300.

Hotel Industry Statistics FAQ

What is the growth rate of the hotel industry?

The growth rate of the hotel industry is 19.1%. This was the CAGR from 2020 to 2021 as the global hotel industry reopened after the COVID-19 pandemic lockdowns began to lift.

What are the four segments of the hospitality industry?

The four segments of the hospitality industry are Food and Beverage, Accommodation (also referred to as Lodging), Travel and Tourism, and Entertainment and Recreation.

You don’t necessarily have to be traveling to enjoy the hospitality industry’s offerings. The Food and Beverage sector, for example, includes restaurants , bowling alley food, and concessions stands, not just hotel restaurants. As a result, this is the largest sector of the hospitality industry.

The Accommodation or Lodging sector includes hotels, campgrounds, rental homes, and any other facility that gives people a place to sleep. This includes resorts, motels, and hostels all alike.

The Travel and Tourism sector covers the actual act of traveling via airlines, cruise ships, trains, taxis, and more. Whether you’re traveling for leisure or business, chances are you’ll utilize at least one of travel and tourism’s offerings on a trip.

The last sector of the hospitality industry is Entertainment and Recreation. This sector is made up of all the activities that people do just for the enjoyment of it. These include:

Swimming pools

Spectator sports

Movie theaters

Participatory sports (e.g., scuba diving, golf, tennis)

Amusement parks

How many American hospitality workers were fired or laid off in 2020?

10.65 million American hospitality workers were fired or laid off in 2020. While About 1.2 to 1.4 million people in this industry lost their jobs each quarter throughout 2019, 1.695 found themselves unemployed in Q1 2020, and a whopping 6.331 million were suddenly unemployed in Q2 2020 due to the COVID-19 pandemic lockdowns.

Is the hotel industry recovering?

Yes, the hotel industry is recovering. The global hotel and travel accommodation industry is expected to have a CAGR of 7% from 2021 to 2025.

What are the latest trends in the hotel industry?

The latest trends in the hotel industry are high-tech, green facilities, alternative accommodation options, and incorporating experiences into hotel stays.

Hotels are beginning to implement more and more smart technology, whether it’s a keyless entry or turning on the AC with an app. In addition, many hotels are looking for ways to reduce their carbon footprint by conserving water, reducing single-use plastics, and earning their LEED certifications.

Another hotel industry trend is that travelers (especially millennials) are looking more toward alternative accommodation options, whether that’s a rental house or villa, a mobile home, or hotels with a personality that reflect the local culture rather than standardized branding.

Hotels are responding to this by focusing on opening boutique hotels and facilities that bring unique elements to their decor, amenities, and even floor plans.

The hotel industry is a major player in the global and U.S. economies. In 2022, the global hotel industry was worth more than $4.548 trillion and is projected to see a CAGR of 7% from 2021 to 2025. In the U.S. alone, the hotel and motel industry is worth $177.6 billion, and the tourism industry is worth $545.11 billion.

Lockdowns in response to the COVID-19 pandemic in 2020 significantly impacted this industry. The worldwide travel and tourism industry contributed $4.671 trillion to the global GDP in 2020, which is just over half the amount it contributed in 2019 ($9.17 trillion).

In the U.S., over seven million leisure and hospitality industry employees lost their jobs during the first six months of 2020, compared to the just over five million that found themselves unemployed throughout all of 2019. Hotel occupancy rates also dropped by 33.3% from 2019 to 2020.

Eventbrite. “ Millennials: Fueling the Experience Economy. ” Accessed on February 16, 2022.

Medium . “ The Importance of Imagery on Hotel Websites. ” Accessed on February 16, 2022.

Frederic Gonzalo. “ Photos Impact Bookings More Than Reviews. ” Accessed on February 16, 2022.

Statista. “ Occupancy Rate of the Hotel Industry Worldwide From 2008 to 2019, by Region. ” Accessed on February 16, 2022.

IBISWorld. “ Hotels & Motels in the U.S. – Number of Businesses 2005-2027. ” Accessed on February 16, 2022.

Statista. “ Number of Hotel Rooms in the United States From 2017 to 2020, by Chain Scale Segment. ” Accessed on February 16, 2022.

IBISWorld. “ Hotels & Motels in the U.S. – Market Size 2005-2027. ” Accessed on February 16, 2022.

Statista. “ Market Size of the Tourism Sector in the United States From 2011 to 2020, with a Forecast for 2021. ” Accessed on February 16, 2022.

Statista. “ Occupancy Rate of Hotel Industry in the United States From 2001 to 2020. ” Accessed on February 16, 2022.

U.S. Bureau of Labor Statistics. “ Accommodation: NAICS 721. ” Accessed on February 16, 2022.

U.S. Bureau of Labor Statistics. “ Economic News Release: Employment Situation Summary. ” Accessed on February 16, 2022.

U.S. Bureau of Labor Statistics. “ Databases, Tables & Calculators by Subject: Gross Job Gains for the Leisure and Hospitality Sector in the U.S. (Rounded to the Nearest Thousands.) ” Accessed on February 16, 2022.

U.S. Bureau of Labor Statistics. “ Databases, Tables & Calculators by Subject: Gross Job Losses for the Leisure and Hospitality Sector in the U.S. (Rounded to the Nearest Thousands). ” Accessed on February 16, 2022.

U.S. Bureau of Labor Statistics. “ Leisure and Hospitality. ” Accessed on February 16, 2022.

IBISWorld. “ Global Hotels & Resorts – Market Size 2005-2027. ” Accessed on February 16, 2022.

Globe Newswire. “ Global Hotel and Other Travel Accommodation Market Report 2021: Market is Expected to Grow From $673.02 Billion in 2020 to $801.9 Billion in 2021 – Long-term Forecast to 2025 & 2030. ” Accessed on February 16, 2022.

Statista. “ Total Contribution of Travel and Tourism to Gross Domestic Product (GDP) Worldwide From 2006 to 2020. ” Accessed on February 16, 2022.

Statista. “ Total Number of Hotels Worldwide From 2008 to 2018. ” Accessed on February 16, 2022.

Hospitality Net. “ What Are the 4 Segments of the Hospitality Industry. ” Accessed on February 16, 2022.

Hotel Tech Report. “ 100 Hotel Trends You Need To Watch in 2022 & Beyond. ” Accessed on February 16, 2022.

How useful was this post?

Click on a star to rate it!

Average rating / 5. Vote count:

No votes so far! Be the first to rate this post.

Abby is a writer who is passionate about the power of story. Whether it’s communicating complicated topics in a clear way or helping readers connect with another person or place from the comfort of their couch. Abby attended Oral Roberts University in Tulsa, Oklahoma, where she earned a degree in writing with concentrations in journalism and business.

Recent Job Searches

• Registered Nurse Jobs Resume Location
• Truck Driver Jobs Resume Location
• Call Center Representative Jobs Resume Location
• Customer Service Representative Jobs Resume
• Delivery Driver Jobs Resume Location
• Warehouse Worker Jobs Resume Location
• Account Executive Jobs Resume Location
• Sales Associate Jobs Resume Location
• Licensed Practical Nurse Jobs Resume Location
• Company Driver Jobs Resume

Related posts

30+ Alarming Employment Discrimination Statistics [2023]: Recent Employment Discrimination Cases

60+ Incredible Diversity In The Workplace Statistics [2023]: Facts You Need To Know

35+ Key LinkedIn Statistics [2023]: Users, Businesses, And Must-Know Recruiter Facts

25+ Wonderful Website Design Statistics [2023]: How To Create The Perfect Website

• Career Advice >
• Industry Statistics >

Opinion | India’s Growing Influence in the Global Hospitality Industry

R eports say that Russian luxury hotels, previously associated with renowned brands like the Ritz and Four Seasons, are now seeking Indian expertise to manage their properties. This shift signifies a paradigm change in the global hospitality landscape, and India’s growing influence is undeniable. With a thriving domestic industry steadily recovering post-pandemic and world-class educational institutions nurturing future hospitality leaders, India’s global footprint in the hospitality sector is not simply a trend, but a certainty.

From humble beginnings to setting the global standard, India’s hospitality industry is experiencing a remarkable transformation. Once primarily catering to domestic travellers, Indian hotel brands are now making their mark on the international stage. From IHCL’s strategic expansion with luxurious properties like the Taj Exotica Resort & Spa in the Maldives to The Lalit’s foray into the prestigious London market, Indian hospitality is proving its ability to match and surpass international standards.

India’s hospitality industry is experiencing robust growth, currently valued at an estimated $24.61 billion in 2024. This figure is projected to reach $31.01 billion by 2029, reflecting a compound annual growth rate (CAGR) of 4.73 per cent [Mordor Intelligence: Hospitality Industry In India Market Size]. This indicates a consistent upward trajectory and a promising future for the sector.

While the pandemic impacted the industry significantly, it’s currently witnessing a positive recovery. Occupancy rates are steadily climbing, with a recent report by STR (formerly Smith Travel Research) indicating a national average occupancy rate of 65 per cent in December 2023, exceeding pre-pandemic levels. Tourist arrivals are also on the rise, with the Ministry of Tourism reporting a 20 per cent year-on-year increase in foreign tourist arrivals in the first half of 2024. These indicators paint a picture of a resilient and resurgent domestic hospitality industry.

The success story of Indian hospitality extends far beyond its domestic market. Renowned brands are actively embarking on a journey of international expansion, propelled by a vision to establish their presence on the global stage. Leading the charge is IHCL (formerly The Indian Hotels Company Limited), boasting an impressive international portfolio spread across five continents and 12 countries. Their luxurious properties, like the Taj Exotica Resort & Spa in the Maldives, showcase their commitment to delivering exceptional experiences to a global clientele.

Following suit is The Lalit, who made a remarkable foray into the prestigious London market with their five-star hotel in 2017. This strategic move not only signifies their ambition but also reflects the growing confidence and international appeal of Indian hospitality brands.

Furthermore, the aspirations extend beyond established players. Emerging brands like Lemon Tree Hotels and the Sarovar group have expressed their interest in managing properties outside India, demonstrating a collective ambition to carve a niche in the international hospitality landscape. This multi-pronged approach, encompassing established giants, rising stars, and management expertise, paints a compelling picture of India’s growing influence in the global hospitality industry.

Continuing the narrative of India’s growing global presence in hospitality, a fascinating development is unfolding in Russia. According to an exclusive report by Mint , top luxury hotels, once managed by esteemed international brands like Ritz-Carlton, Four Seasons, and Park Hyatt, are now exploring partnerships with leading Indian hospitality firms. This shift follows the departure of Western brands in the wake of the Ukraine conflict.

Reports suggest that Russian officials have initiated talks with the Tata Group’s Indian Hotels Co. Ltd. (IHCL) and East India Hotels (EIH), the respective operators of the prestigious Taj and Oberoi chains. This interest stems from the gap created by the exodus of major Western hotel chains, leaving a void in branding, global distribution systems, and on-site management expertise for these luxury properties in Moscow and St. Petersburg. Additionally, several new luxury hotels under construction require branding and distribution solutions.

Beyond the established players, industry reports say that executives from Sarovar Hotels & Resorts, known for operating Louvre Hotels in India, have also engaged in discussions and evaluations of certain properties in Russia. This further underscores the broad spectrum of Indian hospitality companies actively exploring opportunities in the international market. This development aligns perfectly with the narrative of India’s expanding influence in the global hospitality industry. With their proven expertise and growing international appeal, Indian players stand poised to potentially fill the void left by Western brands in Russia, further solidifying their position as major players on the global stage.

But it’s not just hotels…

Further solidifying the potential for collaboration, Russia has made significant strides in attracting Indian tourists. This strategic focus comes in response to a 25 per cent surge in Indian visitors to Moscow in 2023, highlighting India’s growing importance as a source market.

Russia’s efforts include:

Simplified visa procedures: The introduction of a faster and cheaper electronic visa program has made visiting Russia more accessible for Indian travellers.

Targeted marketing initiatives: Moscow city representatives are actively engaging with Indian online travel platforms to promote tourism opportunities.

Enhanced infrastructure: Investments have been made to improve infrastructure for international visitors, including bilingual signage and public transport announcements. Hotels are also adapting to cater to diverse needs.

Officials acknowledge the potential: Bulat Nurmukhanov, Head of International Cooperation Division of Moscow City Tourism Committee, stated their commitment to “reviving the influx of Indian tourists to Moscow to reach pre-Covid levels.”

The initiatives appear to be yielding positive results, as evidenced by the increasing number of Indian tourists visiting Russia. However, the efforts extend beyond attracting visitors. Moscow is also exploring potential partnerships with Indian trade entities, suggesting a multi-pronged approach to strengthening ties with the Indian market.

Challenges and Opportunities

While the global travel and tourism industry is poised for growth, Indian hospitality brands face challenges like:

• Competition: Established global brands require differentiation.
• Cultural adaptation: Tailoring offerings to diverse preferences is crucial.
• Talent acquisition and brand building: Attracting and retaining skilled personnel and building a strong brand identity is essential.

Despite these challenges, numerous opportunities exist:

• The growing global market: This creates fertile ground for expansion.
• India’s unique selling points: Rich heritage and cultural experiences can be powerful tools.
• Technological innovation: Embracing technology offers a competitive edge.

Government Support

The Indian government’s ‘Incredible India’ campaign exemplifies governmental support for promoting Indian tourism globally. This initiative, along with infrastructure development projects, helps create a conducive environment for the industry to flourish.

Despite the challenges, the future of Indian hospitality on the global stage looks promising. The growing global travel market and India’s unique selling points present significant opportunities for expansion. By addressing challenges like cultural adaptation, talent acquisition, and brand building, while leveraging technological advancements and government support, Indian hospitality brands can solidify their position as key players in the international market.

Moreover, their proactive measures, as shown by the examples of IHCL, The Oberoi Group, The Lalit Group, and Taj Hotels, demonstrate their commitment to navigating the complexities of the global landscape and establishing their international presence. The journey will undoubtedly be challenging, but with continued focus on innovation, adaptation, and quality, Indian hospitality has the potential to become a force to be reckoned with in the global market.

As Indian hospitality continues its global expansion, keep an eye out for exciting new properties and experiences emerging around the world, spreading the world-renowned hospitality of India through the message of Atithi Devo Bhava .

Views expressed in the above piece are personal and solely those of the author. They do not necessarily reflect News18’s views.

Personalize your CRM data reporting needs

Track achievements and progress of orders and tickets

Real-time field sales team location tracking

Track sales team, KPIs, orders and tasks in real time

Manage customer contact data seamlessly

Streamlined your objective and customize team goals

Accommodate flash follow-up to customers demand

Manage end-to-end deal monitoring seamlessly

Tracking deals, tickets and tasks

WhatsApp Business API feature optimization

Advanced Instagram autoresponder

Integrate Qontak apps with your business apps

Coding-free and flexible bot automation

Centralized Tokopedia seller chat management

Provide 24/7 live chat service in your own app

All in one customer service management

Optimum customer service voip and IVR

Various business solutions according to your industry needs

Various business solutions to suit your roles

Manage school management

Manage customers easily

Manage clinic/hospital management

Easy to manage travel agents

Speed ​​up customer reservations

Consolidation of delivery reports

Simplify the sales process

Manage inventory records

Synchronize customer data

Manage customer interactions

Track sales of goods

Manage customer service

Manage product marketing

Easily manage employee feedback

Automate operational processes

Helpful insights according to your business needs

Team up with Mekari for solutions to grow your business

Learn more about Mekari Qontak

Various free tools to optimizing your business

WhatsApp API for Travel and Hospitality Industry: Case Studies

The travel, hospitality, and leisure industries are constantly evolving, driven by the need to provide seamless experiences to customers. To meet the evolving demands of travelers, businesses need to embrace innovative solutions.

One solution that has revolutionized customer needs is the integration of the WhatsApp API for the Travel and Hospitality industries. With its wide array of features and benefits, this powerful tool has become a game-changer for the industry.

In this article, we’ll explore the benefits of incorporating the WhatsApp API into the travel industry and provide case studies to illustrate its impact on customer engagement and operational efficiency.

1. Reach More Customers

The travel and hospitality industry heavily relies on communication to connect with customers. With WhatsApp being accessed up to 25 times daily by users, businesses can reach a vast customer base.

By utilizing the WhatsApp API for Travel, businesses can automate important transactions and engage with potential customers seamlessly.

Flight and Hotel Booking Confirmations

A leading travel agency implemented the WhatsApp Chatbot to automate sending booking confirmations to customers. Previously, their staff manually sent confirmation emails, which was time-consuming and prone to errors.

The agency streamlined the process by integrating the WhatsApp API, ensuring that customers receive instant confirmation messages directly on WhatsApp. This not only enhanced efficiency but also provided a seamless customer experience .

Discount or Promotional Campaigns

During peak seasons, a renowned hotel chain utilized the WhatsApp Blast feature to send personalized discount offers and promotional campaigns to their customer base.

The hotel chain captured customers’ attention by attaching captivating images and videos showcasing their accommodations and amenities and enticed them to book directly through WhatsApp.

This targeted approach resulted in a significant increase in bookings during the promotional period.

Also Read: How to Send Blast Messages on WhatsApp

Complete Customer Support

A leading online travel agency integrated the WhatsApp multiple agents feature to consolidate all customer needs into one business number.

With a team of dedicated agents managing customer inquiries, complaints , refunds, and other tickets through WhatsApp, the agency provided comprehensive customer support.

By centralizing communication channels and addressing customer needs promptly, they achieved higher customer satisfaction ratings and improved overall service quality.

2. A Safer Way to Share Information

Ensuring the security of customer data is paramount for travel and hospitality businesses. WhatsApp’s end-to-end encryption provides a secure platform for sharing sensitive booking information, payments, and document collection information.

Itinerary Planning

A luxury travel company leveraged the WhatsApp API Chatbot to share detailed itineraries with their high-profile clientele securely.

The company ensured the privacy and confidentiality of its customers’ travel information by sending encrypted messages and attachments, including travel plans, flight details, hotel reservations, and excursion schedules.

This personalized and secure communication channel enhanced the overall customer experience.

3. Automated Messages for Efficient Communication

The ability to generate automated messages through WhatsApp Chatbot is a significant advantage for travel and hospitality businesses. It enables businesses to respond to customer queries and provide important notifications promptly.

Answering Customer

Queries and FAQs A popular hotel chain implemented a WhatsApp API Chatbot to handle general customer queries and frequently asked questions.

The chatbot was programmed to provide instant responses, guiding customers on the check-in and check-out procedures, room amenities, nearby attractions, and other common inquiries.

By automating these responses, the hotel chain’s staff could focus on more complex requests, improving overall efficiency and customer satisfaction.

Read More: How to Set Up WhatsApp Chatbot

Faster Query Handling and Order Confirmation

WhatsApp API for travel and hospitality enables businesses to handle customer queries promptly, ensuring efficient communication and faster order confirmations.

The chatbots could answer frequently asked questions, assist with bookings, and provide information on hotel facilities.

4. Customizable Campaign Messages and Greetings

WhatsApp API for travel and hospitality lets businesses personalize campaign messages, greetings , and notifications, enhancing customer engagement and satisfaction.

Reminders, Updates, and Notifications

A travel agency integrated the WhatsApp Chatbot to send customers personalized reminders, updates, and notifications. These messages included flight departure reminders, itinerary updates, and essential travel advisories.

The agency improved customer engagement by tailoring the content to individual customers’ preferences and needs and minimized the chances of missed flights or crucial information.

Enhanced Customer Service

A luxury hotel chain utilized WhatsApp multiple users features to provide exceptional customer service. They personalized greetings for customers upon arrival, sent welcome messages, and facilitated requests for room upgrades or flight seat changes.

By integrating WhatsApp into its customer service strategy, the hotel chain established a direct and convenient channel for customers to communicate their needs, enhancing guest satisfaction and loyalty.

Read More: WhatsApp for Customer Service – A Guide for Businesses

5. Reduced Operational Costs Implementing

WhatsApp API for travel and hospitality can help businesses streamline operations and reduce costs associated with manual processes and customer support.

Collecting Customer Feedback

A tour operator leveraged the WhatsApp API Chatbot to collect customer feedback after tours and activities. The tour operator eliminated the need for extensive manual surveys and follow-ups by automating the feedback collection process.

The feedback obtained through the chatbot allowed them to gather valuable insights, make data-driven decisions, and continuously improve their services.

6. Multi-Language Availability for Customer Contact

WhatsApp API for Travel ensures global availability, enabling businesses to connect with customers worldwide effortlessly.

Multi-language Support for Visitors

A tourist information center employed the WhatsApp API Chatbot to provide multi-language support for visitors.

The chatbot could understand and respond to queries in multiple languages, allowing tourists to obtain information in their preferred language. This personalized approach improved the overall tourist experience and enhanced satisfaction.

Automatically Sending Boarding Pass or E-tickets

An airline integrated the WhatsApp Chatbot to automate the delivery of boarding passes and e-tickets to their customers.

By sending these crucial documents directly to customers’ WhatsApp accounts, the airline simplified the check-in process and provided a convenient and globally accessible method for accessing travel documents.

7. Enhancing Customer Trust

The green tick verification feature on WhatsApp enhances customer trust and credibility, which is crucial in travel and hospitality.

Building Trust and Credibility

A luxury resort utilized the WhatsApp Business API to verify their business account and display the green tick symbol.

This verification instilled confidence in customers, assuring them of the resort’s authenticity and professionalism. The green tick verification increased trust and credibility, increasing booking conversions.

Also Read: How to get WhatsApp verified badge

8. Indirectly Generate More Significant ROI by Creating More Bookings

By leveraging the features of WhatsApp API for Travel, businesses can create a seamless customer journey, leading to increased bookings and higher returns on investment (ROI).

Streamlining Bookings and Payments

A travel agency integrated the WhatsApp API Chatbot into their booking process, allowing customers to inquire, book, and make payments directly through WhatsApp.

The agency reduced friction by simplifying the booking and payment process and providing customers with a convenient and efficient experience.

This streamlined approach led to a significant increase in bookings and, consequently, greater ROI.

Also Read: 15 Benefits of WhatsApp Business API

The WhatsApp API has undeniably transformed how the travel and hospitality industry communicates and engages with customers.

To unlock the full potential of the WhatsApp API for your travel and hospitality business, consider partnering with industry-leading providers like Mekari Qontak , who specialize in delivering seamless WhatsApp API solutions.

Contact us to learn how you can leverage this powerful tool to enhance your business growth.

CLAIM YOUR FREE TRIAL

Pamela is dedicated to delivering clear and accessible information. Her well-researched articles serve as a reliable source for accurate and trustworthy content.

Related articles

Why Does My WhatsApp Keep Crashing? Understanding the Causes and Solutions

How to Secure a WhatsApp Account from Hacking?

WhatsApp Lead Generation: How to Use and Benefits