More Power to Customers

Considering the havoc caused by the pandemic and lockdowns in the last two years, the hospitality industry is making the most out of a scenario beyond comprehension a couple of years ago. While Digital transformation of hotels has become an imperative mechanism to combat the operational challenges, the latest technologies that help reduce physical contact points have opened a narrow avenue to the future of hospitality. Today, the industry is convinced that whether it is providing the customers with an over whelming

experience or optimizing internal resources and enhancing revenue, technology evolution plays a pivotal role.

The industry also owes significant thanks to the escalating vaccination drive worldwide. Despite the third wave of the pandemic, the global hotel and other travel accommodation market is showing signs of recovery. According to a report by Research and Markets, the global market is expected to reach $1052.84 billion in 2025 at a CAGR of seven percent.

When asked about the experience expectations of customers, Mike Gathright, senior vice president, customer experience, recently said, "We will always be in the business of people serving people, but the pandemic has proven that many guests appreciate the ability to check-in, choose their room on their phone and walk straight to their room ­ where their phone is now their key." Mike points his fingers at the norms here to stay even after the pandemic is over. The customers will expect nothing short of bringing power to their smartphone regardless of the size of their hospitality services provider.