Top 7 Trends Shaping the Hospitality Industry in 2023

Contactless Technology

Contactless technology is becoming increasingly popular in the hospitality industry. This includes everything from contactless check-in and check-out to mobile ordering and payment options. This trend is expected to continue, as more and more hotels and resorts look to improve staff efficiency and reduce operating costs.

Besides promoting staff productivity, contactless technology also goes a long way in improving the guest experience in a hotel or restaurant. Take, for example, QR code menus that are readily available on the table when the guest sits down. These reduce the time a customer would wait before a waiter can take their orders. Contactless payments on the other hand give the customer an advantage in the sense that they do not have to queue at the cashier to make payment. Instead, they can pay while at the table and leave whenever they are ready.

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Direct Marketing

Hotels, resorts, and restaurants are collecting more guest data now, than ever before. Guest emails and phone numbers are perhaps the most vital pieces of guest data today as they are used to facilitate service delivery. Additionally, food businesses are switching from the traditional telephone towards the more digital messaging platforms such as WhatsApp, Messenger, and Instagram for guest communication.

Text messaging is becoming an increasingly popular way for hotels and other food businesses to send order/booking notifications to guests. Small and large businesses are utilizing messaging platforms to send special offers and provide guests with information about their stay. With an open rate of 98%, text messaging is a cost-effective and efficient way for hotels to reach their guests.

Accommodating Remote Workers

With many people continuing to work remotely, restaurants, hotels, and resorts are increasingly being used as temporary offices. As a result, many hotels are now investing in amenities and services that are tailored to remote workers. This includes everything from a large office table, ergonomic chairs, high-speed internet and private workspaces to printing and shipping services.

Notably, people working online are more likely to appreciate placing orders online and having items delivered to their table/workspace as this has little to no interference with their work.

Guest Room Technology

With the rise of smart home technology, guests are now expecting more than just a comfortable bed and a TV in their hotel rooms. They want to be able to control lighting, temperature, and other features using their smartphones. Hotels are now incorporating these technologies into their guest rooms, allowing guests to customize their experience and make themselves at home.

Besides the tranquility of the guest room, some remote workers will be looking for hotels and resorts that use technology to deliver room service. A common expectation is that guest should be able to order and pay from within their room, and without the need to pick up the phone.

Increased SaaS Adoption Rates

Software as a Service (SaaS) is becoming increasingly popular in the hospitality industry, allowing hotels and resorts to access powerful tools and applications without having to invest in expensive hardware and software. This includes everything from accounting software to marketing automation tools.

The key advantage with restaurant SaaS applications is that the restaurant does not have to invest heavily in the continued development of the system and neither do they have to take incur maintenance fees. Instead, they pay a standard fee every month/year and enjoy superior quality features that would otherwise be expensive to develop.

Digital Guest Experiences

With more and more guests expecting digital experiences, hotels are now incorporating technology into the guest experience. This includes everything from digital key cards, restaurant apps, and mobile check-in to augmented reality and virtual tours. By providing guests with a seamless digital experience, hotels are able to improve overall guest satisfaction.

Notably guests may have digital experiences such as virtual tours even before they book their spaces. They may also get personalized dining recommendations and local activities guided through the hotel app based on their preferences and past behavior.

Health & Wellness

As people become more focused on their health and wellness, they are increasingly looking for hotels and resorts that can help them maintain their healthy lifestyles while traveling. This includes everything from fitness centers and spa services to healthy food options and outdoor recreation opportunities. Many hotels are now investing in fitness equipment, yoga studios, and other amenities to appeal to health-conscious travelers.

Hotels and restaurants are also expected to promote healthy living by catering to people with diverse diet requirements. For example, restaurants are increasingly adapting to the need for vegetarian and vegan dishes on their menu. Another important health and wellness trend involved adding allergen and food characteristic labels to food menus so that customers are well informed before placing online orders.