11/22/2023
We had a vibrant panel discussion this week at Hospitality Asia Forum 2023 at PARKROYAL COLLECTION Marina Bay, Singapore together with our CEO Maxim Tint, Anthony Lim from M Social Singapore and Studio M Hotel Singapore, and Chris Legaspi from Archipelago International on the topic of service offerings re-design to understand guest behavior of future generations.
Guest behavior across the entire journey has evolved from the pre-stay brand exploration, bookings, pre-arrival, check-in, and seamless payments to the moment of collecting room keys. New platforms like TikTok redefine how brands connect with the vibrant community of youthful travelers.
During the stays, guests harbor distinct expectations of both physical and digital interactions. Guests need to navigate effortlessly through facility access, service requests, and exploration of local tours and attractions.
As curtains draw on the guest's stay, the post-stay, check-out, and billing experiences need to unfold seamlessly. Hotels are starting to see loyalty points as a way to entice guests to become repeat visitors. Guest retention and service recovery start from concise and impactful post-stay surveys and reviews, creating conversations that resonate and beckon the guests back for the next stay.
With the rise of an environmentally conscious generation, hotel brands are earnestly pursuing certifications such as Global Sustainable Tourism Council (GSTC) industry criteria for hotels to infuse eco-friendly practices into every facet of hotel operations.