PERSPECTIVE
The future of hospitality is human-led , tech-powered .
Here are three ways to make it work .
Contributed by JEANELLE JOHNSON , PRINCIPAL , PWC
Consumers rekindled their passion for travel over the summer for several reasons : The pandemic caused them to rethink their priorities and though travel used to be on their bucket list , now it ’ s on their do-now lists ; generational shift in consumers preferences and experiences over goods ; with housing prices remaining prohibitive , consumers are turning to travel as a source of joy in the moment .
In response to this reboot , I ’ m seeing some exciting changes across the hospitality industry . Leading brands finding new ways to deepen ties with existing customers — as well as to win over new ones . To do so , they are using inventive and increasingly personalized offers .
Success has often meant leveraging an advanced set of technologies to solve some of the most critical business challenges hotels face today . These challenges range from staffing shortages and increased operating costs to dwindling customer loyalty and complex climate disclosure requirements , which take on added urgency in the wake of extreme weather events .
In my conversations across the industry , I see brands and owners beginning to update decades-old legacy systems . This is an exciting development for the future of the industry , especially as companies begin to see results from the improved experience
60 hotelsmag . com Nov / Dec 2023