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  21 Oct 2020
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The Latest Trends in Hospitality industry in 2020


The hospitality industry has been one of the challenging establishments for most owners. It is even more difficult to manage if you cannot keep up with the latest hospitality trends; this ultimately leaves you miles behind your competitors. 

Technological advancements and innovations will impact all hospitality industries virtually in some ways to satisfy the ever-growing choices of their customers. Keeping track of all business operations, making sure you are always meeting customers’ demands regularly, delivering the much-expected customer experience is a perfect way to monitor the progress you are making with your hospitality industry. 

Due to this pandemic, customers’ needs and priorities have taken a new turn, so different measures must be employed to satisfy these needs. This article will tell you what a hospitality industry means and make a brief analysis of the top 6 trends impacting the hospitality industry in 2020. 

What does a Hospitality Industry mean?

The hospitality industry is a diverse one that embodies hotels and accommodation, travel agents, tours, all types of restaurants, bars, and much more alike. The hospitality industry can be broken down into four primary sections, namely;

> Food & Beverages - This is the largest segment of the hospitality industry

> Accommodation

> Travel and Tourism

> Recreation 

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Top 6 Trends Impacting the Hospitality Industry In 2020. 

The hospitality industry sees more general changes in its customers’ behavior. Therefore adopting the latest trends in response to this expected change in customer’s behavior is highly essential and critical to maintaining a standard, and of course, retaining your customers. 

Below is a lowdown on the latest general trends that are impacting the hospitality industry in 2020.

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1. Chatbots

Chatbots are one of the major hospitality trends that give a perfect response to customers’ ever-changing attitudes, hence improving the customer experience. This technology is used by hospitality industries to provide swift responses to customer’s questions, mainly when human staff is unavailable to attend to customers in person. 

Chatbots give a first contact resolution and collect information from customers to pass to a human representative later on, if necessary. More so, chatbots can provide answers to most fundamental questions in a split second, reducing the workload on human representatives while also improving customer experience.   

2. Mobile Check-In Service

Mobile check-in service is one of the latest trends mostly attributed to all forms of hospitality industries, reducing the need for human-to-human contact. This trend makes it easy and safe for customers to benefit from self-service and improve customer experience faster. 

Customers will tend to know their way around mobile check-in service by simply providing them with access to a mobile app designated to the hospitality industry. You can also make a link available to them on your website and QR codes on the business literature. 

This trend improves customer experience and increases the company’s revenue, which is because more people get comfortable making use of a self-service option from their comfort zones; therefore, creating more reservations. 

3. Artificial Intelligence 

Artificial intelligence is a technology built and designed to act as humans do. This intelligence plays many vital roles in many organizations as the hospitality industry, but the main critical one is to improve the customers’ experience, which is highly essential to the success of any business establishments. 

An AI-powered chatbot is a typical example of Artificial Intelligence. Most industries, including the hospitality industry, use this type of chatbot for most online customer interaction. AI attending to customers online cuts down on the lengthy waiting times by providing swift and intelligent responses to the questions and inquiries. 

More so, some hospitality industries like hotels use AI and voice-controlled customer service to lighten their overload of operations. This technology bids time to the management to focus its attention on the more challenging aspects of the organization.

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4. Robotics 

Automation is high on the list of any hospitality industry settings, and robotics is perfect for making it better and inch-perfect. Robotics can be used by hotels, restaurants, and other establishments alike to exchange pleasantries with customers online, provide certain information to the customers, and also play a vital role in security operations. 

In hotels, for example, robots have been used to perform some housekeeping chores like room cleaning, room services, and many more. In other establishments alike, robots can be used for food service tasks in a restaurant setting.

Robotics is one of the most recent, significant hospitality industries trends with loads of importance, and all to make customer experience top-notch and not far-fetched. 

5. Online Travel Agents (OTAs)

Since the use of OTAs in hospitality industries, they have had numerous significant impacts that are reaping the much-needed dividend. Online Travel Agents enhances the chances of hospitality industries solidifying its relationship with its customers. 

A stable relationship between industry and its customers does well to make the customers ever stick around for more services and ultimately improve the level of revenue realized by the business organization.   

6. Personalization

Personalization is one of the significant trends across all industries, and hotels, restaurants, and other business setups alike are no exception. Customers always want to be treated individually and specially, rather than just like ordinary people. Personalization can be done in many ways. For instance, in a hotel set up, returning customers can be greeted with exactly the reservation they made the last time. 

Final Thoughts 

The future of the latest hospitality industry trends will most likely have to use a touch of human interaction and technological advancements to provide the best services for customers and make the business run efficiently. 

Many would say guests prefer to be attended to by a human figure, but this assumption may not work well in today’s business world. Therefore, it is highly advisable to follow the latest trends to have a competitive edge over your competitors. While this business world is diverse, the six latest trends cited in this article apply to many different aspects and are highly effective for customer experience. As always, Booking Ninjas is keen on delivering value to stakeholders, and we won’t hesitate to be of help wherever we can. Contact us if you ever have any questions or inquiries to make.