The hotel industry of 2020 promises to be characterised by travellers who are highly sophisticated, with a native affinity to technology and higher hotel service expectations. This is the opinion of today’s hoteliers and yet, they have a harder time envisioning the necessary technology developments needed to meet customer demand.
Research undertaken by SiteMinder, Revinate, IDeaS and Dr Peter O’Connor explores the outlook of an industry that changes dynamically, finding there may soon be a divide between the actions of travellers and the necessary reactions of hotels.
While hotels give clear evidence that future hotel guests will predominantly use mobile to engage with their property, seek more unique experiences, and be harder to appease; their own plans are somewhat less progressive.
They list many products already in wide circulation today as their primary technology tools of the future including: revenue management systems, customer relationship management systems, property management systems, and channel management systems. Peter O’Connor then broke this down into two components; data-focused systems and customer-focused systems.
This infographic presents the findings and also shines a light on the perspective of tech providers, who have different priorities about what technology will be vital in 2020…