previous icon Back to blog
Aug 13, 2021
6 minutes read

8 Hot Topics in Hospitality

The hospitality industry is different from other industries because the customer experience is the product. Delivering an outstanding client experience consistently is the key to success. This can be challenging as the wishes of your guests are ever-changing. What is considered an excellent experience today may be different in a year or two. New trends are developing at a rapid pace and are also influenced by other industries. These days, digital and physical services are intertwined, with fast and intelligent (self) service at its core. In this blog, we share the 8 trendiest topics in the hospitality industry. Some of them are accelerated due to the COVID-19 pandemic but they're all just as relevant.

Tom Faas
Tom Faas,
Product Marketer

# 1 - Weekend Aways and Staycations

Last summer, countries cautiously reopened after several months of lockdown. People looked for ways to return to some sort of normalcy. The idea of a weekend away and the staycation is to stay in a house away from home for an extended period of time in your own country. Comfortable and safe without worrying about their health.



#2 – Unique and Local Experiences

Today's tourists are looking for new experiences and specifically local experiences. Due to the limited possibilities during the pandemic, people now want to make the most of every minute. They want to know what activities they can do in the area. Think of fun outdoor activities, like bicycle tours or walking routes. Or maybe there are unique restaurants where you can draw their attention too, so they can book in time.

Most accommodations have printed brochures, ranging from chic paper in a leather folder to a few laminated sheets. Both have a limited shelf life, which is why most tourists now rely on online information from Tripadvisor or Google Maps.

Yet, as a company, you can still distinguish yourself by offering your guests a unique and local experience. Help your guests by digitally sharing the different options before their stay via either:

With this, you can entice them for their stay. So, suggest a local adventure to give your guests a complete experience!

#3 – Safety and Hygiene

Several hospitality trends are broadly related to safety and hygiene. These have become important with the spread of COVID-19. The world has adjusted to the virus to keep it from spreading as far as possible. These points must be prioritised by hotels, holiday resorts, restaurants, pubs, and cafes.

In addition, visitors have become more aware of what they see as clean, or what they assume to be dirty. A shopping trolley is dirty because someone else has touched it. But what about the remote control or a leaflet to promote local activities?

It will take some time before we feel comfortable again in a busy line or full elevator.

#4 - Mobile Check-Ins

In the age of mobile technology, hospitality companies can improve both their operations and their guest experience by implementing a few simple things in their properties. A survey conducted by Oracle shows that 90% of hotel managers believe the guest experience can be improved by allowing guests to use mobile devices to manage the check-in and check-out process.

Travellers today depend on their mobile devices to check-in for a flight, order an Uber and make reservations at their favourite restaurants. They also want this convenience when checking in at their hotel. Instead of queuing at the front desk, today's guests want a simple process that allows them to go straight to their room.



#5 – Sustainability

Visitors are becoming more concerned about environmental concerns and want to know that the businesses they do business with are ethical. On the other hand, people have always needed to explore, experience, and find new things. People will continue to travel for this reason, but they will seek out ways to do it as sustainably as possible.

For these reasons, sustainability is one of the most striking trends and a must in communication with your visitors. Communicate the measures you've made and how you intend to become more sustainable with your guests. Restaurants that promote their vegetarian and vegan alternatives and hotels that use smart light bulbs and smart heating to conserve energy. In the hotel industry, you should consider utilising more environmentally friendly materials for items like towels and bed linen.



#6 – Personalisation

Personalisation is a big trend in almost all industries, and this is no different in the hospitality sector. A survey conducted by Accenture found that 58% of consumers transfer half or more of their spending to a provider that is excellent at personalising experiences without sacrificing reliability.

Despite digitalisation and reduced interaction, visitors want a more personalised approach. Not necessarily physically, but in terms of how we interact with one another or how we care for one another. Guests like to be treated as people, not as nameless visitors.

Personalisation can be applied in different ways. Within hotels, for example, returning guests can automatically receive the same services as the last time they stayed, while also being personally greeted by a staff member on arrival using GPS technology and booking data. Be personal in your communication and distinguish yourself through an individual approach.

WhatsApp Diana

#7 – Chatbots

Chatbots are one of the most important hospitality trends associated with customer service and can be useful for quick responses to questions, even when human resources are not available. In many cases, this can lead to first contact resolutions, but the chatbot can also collect information and pass it on to a human representative if necessary.

Companies in the hospitality industry must be able to answer the increased number of questions and concerns that the COVID-19 pandemic may have caused. Chatbots can answer the most fundamental questions in this area in seconds.

Not only does this provide a good experience for guests, but chatbots also help companies save on customer service costs by speeding up response times, freeing up agents for more challenging work, and answering up to 80% of routine questions.

#8 – Digital Room Key for Quick Room Access

This is a hospitality trend to keep an eye out for. Smartphones and apps have mostly replaced swipe cards as a means of facilitating check-in and reducing key loss. Guests can now use the digital key using smartphones to speed up the check-in process and go through it efficiently. This is exactly what your guests need to get instant access to their room.

Guests hurry to their hotel room after a long day of meetings or travel to shower and snuggle into a newly made hotel bed. But, in the midst of all that activity, obtaining a room key is a challenge. Various hotel chains are now providing smartphone keys to avoid this frustration.

Want to prepare your organisation for these trends?

Was this article interesting?
Share it!
Tom Faas
Tom Faas,
Product Marketer
logo linkedin icon
Is product marketer for the Mobile Marketing Cloud. Tom connects the dots between the product, marketing and sales teams.

Latest articles

May 10, 2024 •

Happy clients, happy agents: The "platform effect" in customer service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalised service - long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Telco infographic blog calling lady customer journey
Jan 15, 2024 • Mobile Service Cloud

Why offering customer support by phone is essential

Contrary to what you may believe about the preferences of the younger generations, recent data indicates that the telephone remains the favoured method of customer support for 69% of consumers across various age groups, including Gen Z and millennials. Additionally, there has been a consistent upward trend in Google searches for "phone number customer service" in the US over the past five years. This demonstrates a sustained and growing reliance on phone-based customer service solutions, highlighting its enduring significance in the contemporary consumer landscape.

Jan 15, 2024 • Mobile Service Cloud

What are the most effective customer service channels?

Today's diverse array of communication channels encourages customers to naturally gravitate towards their preferred social platforms and anticipate brands to be readily accessible across these channels. Rarely will customers go out of their way to switch between channels just to reach you; instead, they are likely to opt for a brand that not only provides the desired product but also ensures excellent customer service (on the channel they like most). How easily can your customers reach you via their preferred channel?

Jan 12, 2024 • Mobile Service Cloud

WhatsApp Business: Making customer service enquiries simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? How can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with's Mobile Service Cloud.

payspace customer story
Oct 30, 2023 • Marketing

Enhance your Black Friday SMS Marketing with Pages

In recent years, SMS integration has played a pivotal role in transforming the Black Friday shopping experience. Both retailers and consumers have wholeheartedly embraced SMS as a powerful tool for communicating promotions, exclusive offers, and time-sensitive alerts.

Oct 23, 2023 • Instant Messaging

Introducing Instagram Marketing Messages for Leisure and Travel

The impact of social media on leisure and travel is undeniable. Platforms like Instagram and Facebook have transformed how people experience and plan their journeys. They serve as hubs for sharing photos, videos, travel tips, and reviews, essential tools for travellers worldwide.

Jun 30, 2023 •

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions are likely to arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organisation. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Jun 30, 2023 • Marketing

How to Boost Fan Engagement - A Formula 1 Heineken Dutch Grand Prix Use Case

What’s so great about sports is that it connects all kinds of people. On the other hand, knowing no two sports fans are alike makes it challenging for sports organisations to address different fan segments. The organisation behind the Formula 1 Heineken Dutch Grand Prix acknowledged this challenge and didn’t just pack the Circuit Zandvoort with their best fans. Instead, they’ve managed to enhance their fan experience right at their first racing event in 35 years. What’s more, they keep improving fan engagement year on year. Curious to know how? We’ll share five insider tips on how the Dutch Grand Prix enhanced its fan engagement before, during, and after the race.

Generative AI chatGPT blog about new updates
Jun 21, 2023 • Conversational AI's Next Steps into Generative AI: Upcoming Releases for 2023

The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is witnessing a boom, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what’s going to propel their businesses.

Is this region a better fit for you?
close icon