Business management & development
When staff tailor recommendations to guest preferences – like arranging a couples’ massage for an anniversary – it can have a powerful effect on revenue.
preferences, and 68% of APAC travellers would spend more when offered personalised experiences.
Digital transformation as a survival strategy
73%
Guests are more likely to rebook when their
preferences are remembered. HIS
18
The transformation to digital operations isn’t a gradual evolution anymore. While 82% of hospitality professionals recognise RevPAG’s importance, the majority feel unprepared to capitalise on it. This gap between awareness and readiness represents a critical vulnerability in today’s market. We understand this transformation can feel overwhelming. The good news? It doesn’t require an immediate, complete overhaul of your existing systems. Success comes from taking a measured ‘Crawl, Walk, Run’ approach that aligns with your company’s vision and capabilities. Start with foundational elements that deliver quick wins and build confidence, then progressively expand your digital capabilities in line with your strategic goals. Encouragingly, 72% of executives are now prioritising technology infrastructure investments. In the APAC region specifically, 68% are seeking unified, end-to-end solutions that can drive operational efficiency and revenue growth simultaneously. This shift reflects a growing understanding that digital transformation isn’t about adding technology for technology’s sake, it’s about thoughtfully implementing solutions that enhance your existing operations and guest experience. Success in this transformation requires more than just new systems. It demands a clear vision, careful planning and strategic implementation that brings your team along on the journey. Hotels that fail to start this transition risk becoming increasingly irrelevant to modern travellers, while those that take a measured, strategic approach position themselves for long-term success.
Building lifetime guest value Perhaps the most concerning statistic from our research is that while 86% of guests report satisfaction with their stays, 63% don’t return to hotels they enjoyed. This disconnect reveals a fundamental truth: satisfaction alone no longer drives loyalty.
The key to survival lies in shifting focus from transaction-based interactions to building lifetime guest value. This means every touchpoint, from booking to check-out, must contribute to a longer- term relationship. Our data shows that 56% of guests value consolidated folios that simplify their experience, but more importantly, they appreciate hotels that demonstrate understanding of their evolving preferences over time.
Looking forward to the future As we embrace 2025, the hospitality industry stands at the threshold of an exciting transformation. The properties that will thrive are those that embrace these fundamental shifts – moving beyond rooms to experiences, unifying their technology ecosystems, personalising at scale, transforming digitally, and focusing on lifetime guest value. The opportunities have never been clearer. Today’s guests are willing to spend more, engage more deeply, and build lasting relationships with properties that meet their evolving expectations. The tools and insights exist to create these meaningful connections, and the appetite for change among industry leaders is strong. The future of hospitality is bright for those ready to seize it. The question isn’t whether to evolve, but how quickly you can begin your journey to deliver the exceptional experiences that tomorrow’s guests will expect. ●
Hotel Management International /
www.hmi-online.com
Peakstock/
Shutterstock.com
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