Guest Experience is Undergoing a Generational Shift

 

“The times, they are a changing!” – Bob Dylan

The Travel & Tourism Industry has been seeing unheard-of growth numbers in the last ten years. This has happened primarily due to the changing financial habits of the millennial who spend a large share of their wallet on travel rather than on traditional savings or assets such as houses, cars or gold.

According to the WTTC, last year travel and tourism grew 3.9 percent, above global GDP growth of 3.2 percent (outpacing global GDP rate for the eighth year in a row) and contributing a record $8.8 trillion and 319 million jobs to the world economy. 

The report also found that the travel and tourism industry generated 10.4 percent of all global economic activity last year. Over the last five years, it has been responsible for one in five of all new jobs created worldwide.

More than any other industry, the success of the hospitality industry revolves around the experience of the guests or customers. And the advent of cloud technologies,  mobility, affordable internet and finally Artificial Intelligence has made it possible to come up with compelling solutions to create wonderful guest experiences. In this era of Facebook, Twitter & Instagram, these experiences have become the core business. Guest share their every experience and memories online, thereby making or breaking the hospitality service provider.

It becomes imperative or almost compulsory for these service providers, be it a Five Star Hotel, a luxury resort or a B&B outlet to quickly add-on a guest engagement & experience tool to their repertoire.

“Guest Experience Transformed”

The experience starts right from booking to check in and continues post check out. It has to be quickly integrated into other existing systems like Hotel PMS to give an integrated integrated experience with rapid deployment, pay per use affordable pricing options and easy on-boarding to give a quick makeover to the way services are delivered to the guest.  We, at NHANCE NOW, go one step ahead and help hotels provide a unified digital guest experience by providing this engagement through multiple channels such as messaging  apps (FB Messenger, WhatsApp, etc.), Voice (such as Alexa, Siri, etc.), Webchat tools (Intercom, Drift, Custom Chatbots) and also through the NHANCE NOW mobile app and PWA. These kind of solutions are transforming the way information, recommendations, transactions and support are provided on-the-go to guests.

With the advent of such technology and easily deployable solutions keeping pace with the new demands of the young generation, we are seeing a whole new shift in the way the hospitality industry is serving its guests. They are truly enhancing the experience from customer’s personal choices to their smallest of needs.AI-enabled hotel concierge bots, digital assistance, voice-activated room services & travel experience enhancers are today offering minute services and careful assistance.

The hospitality sector is also abuzz with AI’s ability to learn about customers using hugely improved data analytics capabilities with machine learning and neural networks that helps hotel staff create a better frame of customers. Utilizing the full potential of AI software, they can capture a gamut of information about:

 

  • Customer Purchases
  • Travel choices
  • Journey patterns and itinerary
  • Location preferences
  • Hotel rating inquiries
  • Payment methods

AI-driven platforms intervene as a vital key to customer service. Hotel guests can use these to interact with chatbots to perform all relevant tasks including:

  • Ordering meals or drinks
  • Suggesting special dishes
  • Controlling room temperature and lighting
  • Scheduling dinners/lunch
  • Managing evening reservations
  • Taxi booking and itinerary planning
  • Recommending interesting sightseeing and visits
  • Answering important queries

 

Through virtual interactions via mobile app, chatbots can bypass hotel staff and be a service representative just like a human at the other end.

We are truly seeing the transformation of an entire industry and every player in this industry is pulling out all stops to adopt this change rapidly!