The Hotel Industry of 2020 - Novtej Dhillon


With change in times, businesses should also change else it tends to stay behind of time and the competitors would capture the market. To avoid such cases, let’s have a look at what the hotel industry would look like in 2020. Remember, what stays a priority today may not remain the same tomorrow.

Who are the customers of future?:

The customer is getting very much educated and has an all-rounder knowledge about what’s going around them. Whether it is a business purpose or for leisure, the customer always demands to feel special. The guests of 2020 would be more sophisticated, tech-savvy with a lot of expectations. Their expectations would start from making them feel special during their stay at the premises. They would expect that their stay experience would be unique. But the real question arises how would the hotels fulfill such demanding customers. If the industry is unable to understand its customers, then it would very soon fall behind and lose its loyal customers. Today at various times the customer has to interact with us whether it is check-in, check-out or any other service. It all happens in our terms but this would not be the case in future. All the reservations would be as per their terms. The customer would be more focused on what others have to say before they go ahead with the booking. Here technology plays an important role.


Read more: Novtej Dhillon Hotel 

Big change in Technology:

Technology is playing an important role, customers are looking for better options to be provided by the hotels and at the same time it should be more user friendly. The customers would expect free broadband services available in their rooms, which currently is not a common facility in all the hotels. Everything would be based online from research, checking ticket prices, selections of meals and so on. Currently there are no hotels yet which would provide complete online experience to its customers. Instead of the key, why not going in for barcode to the customer’s mobile number which would act as a virtual key. The hotel systems would need to look much smarter so that it takes into account more about the person. Making use of CRM which is the centralized, comprehensive profiles of the customers and integrating loyalty. Developing processes which are focused on being customer centric thus enabling personalized services and offers to the guests. Building such integrated systems which would provide a single view of the guests, thus instead of asking the guests the same data time and again, the new integrated system can work it out which would reduce a lot of stress on the customer during their check-ins, check-outs or booking process. Today emails have become a thing of the past, the hotels can look forward for using instant messaging apps for getting in better touch with their guests. Also using the technology in a good front, for example if someone has a passion for running then you can alert them on any particular event or session.


Guests reviews would be held more important:

User review on each and everything is turning out to be very important. Gradually the companies are taking in customer reviews very seriously, since one bad review can change the overall perspective in the minds of the customers. The review could be anything from an impolite staff member, no taste in food, paid form of parking and so on. As time passes by, things are getting more and transparent. There is nothing hidden from the eyes of the customer thanks to the gift of social media. People are posting all the good and bad stuffs on the various social networks, writing in blogs to praise something and at the same time to highlight anything wrong. Hence hotels cannot take the guests reviews lightly anymore and by 2020 this is going to gain its own momentum.

Standard of service along with newer ideas:


It is a tough competition out in the market. With the growing demands of the customer the hotel would need to bring out newer concepts to its customers so as to attract them. For example, customers are looking out for hotels which would provide for various recreational centers such as to provide yoga facility, gyming, swimming facility, activity based hotels and so on. Customers expect the staff to be polite to them at each points of their stay, hence the hotels would need a well-trained and well-groomed staff who would take care of each and every demands of the customer which would bring them back again to the same place.

Read more: Sarina Dhillon

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