Agilysys’ research indicates that small tweaks to business models for hotels can substantially increase profitability. Loyalty is a major player in the key to success and if that aspect can be enhanced by clever technology, then why not consider the benefits of increased automation? Jane Pendlebury, Chief Executive, HOSPA shares more.

Hospitality can be a tough industry, hotels, restaurants and pubs have often proved to be an early indicator of a downturn in the economy and these businesses, sadly, are also usually slow to recover as consumer confidence catches up with an improving economy.

Whether it is to reduce guest waiting times by boosting efficiencies or by offering better, personalised options to each guest—there are lots of quick wins here that can have a significant impact on the business’s bottom line—and ultimately, craft a memorable experience.

As ever, they always advocate choice when possible for guests. There are times when human interaction is welcomed and times when it is not so welcome, and although it is easy to assume we might know what a guest might like, there are always exceptions. Therefore, they always encourage hotels and other hospitality businesses to truly understand their key audience and the type of experience they’re looking to offer. Once you have established those nuances, you find yourself in a strong position to offer meaningful personalisation and employ a tech stack that supports you.

Redefining the guest experience in the new era of travel

The cost of living has sky-rocketed in the UK, with 92% of households reporting a rise in their living costs. When times are tough, leisure and discretionary spending often are the first to take a hit. For the UK hospitality industry, that means holidaymakers and travellers taking less frequent trips and breaks, opting for shorter stays, and staying in less expensive accommodation than usual. It also means that UK hotels and resorts must sharpen their abilities to deliver personalised, compelling and relevant  experiences for guests as individuals if they expect to make or stay on travellers’ short lists and earn their rebooking favour.

In order to gain a deeper understanding of how UK travellers have altered their travel plans to combat the cost-of-living-crisis—and to discern what hotels and resorts should do in response—Agilysys canvassed the opinions of 1,000 UK travellers. The results of the survey act as a guide, demonstrating to UK properties how they can adjust their practices and systems to increase Return on Experience

for their guests, encourage repeat bookings, and protect High Return Hospitality value despite cost-of-living headwinds.

The importance of High Return Hospitality Repeat bookings are a hotel’s bread and butter. And, in challenging times, they become even more critical to sustaining a healthy bottom line. It is estimated that improving guest retention by as little as 5% can increase profits by up to 25%, so hoteliers will be keen to address the problem. But these loyal guests are more than just sources of revenue; they serve as

pillars of support for the hospitality industry. These loyal customers often become effective ambassadors for the hotel, enthusiastically sharing their positive experiences with others, both offline and online, which serves as invaluable word-of-mouth marketing to attract new customers. It is then worrying, that just 27% of UK travellers rebooked a hotel last year, according to the results of this survey.

In fact, almost every respondent surveyed admits to altering their travel plans in the last year. Almost half (44%) of UK consumers agree their leisure spending has decreased in the last year.

Two in five (41%) of respondents claimed they had travelled less. UK consumers also cited taking fewer holidays, taking shorter breaks or opting for staycations as personal strategies for combating the cost-of-living crisis, according to the survey.

For hoteliers, these findings underscore the pressing need to prioritise guest retention. The onus is on the industry to create environments and guest experiences where repeat bookings thrive and remain the cornerstone of financial stability and long-term success—whatever the broader economic picture.

Tech-based strategies to slash wait times (and keep guests coming back)

Almost two-thirds (64%) of consumers said that staying at a hotel where wait times are reduced across all touchpoints would make them more likely to rebook.

Long wait times—whether when booking, at check-in, during F&B experiences or at other service points, or when engaged in activities—not only test the patience of guests but also erode their overall satisfaction, potentially turning their stay into a frustrating experience rather than a pleasant one. In fact, 62% of survey respondents said they would be more likely to leave a negative review as a result of a bad experience. Hoteliers should take this to heart as more than half (52%) of UK travellers surveyed indicated they read reviews every time before booking a hotel.

Delivering tailored experiences for guests

Staying at your hotel might be your guests’ only break of the year. Many of your customers may have saved all year to enjoy a well-earned break. So, they want to be made to feel special and have their individual tastes catered to.

It’s little surprise that more than six in ten (62%) people said they’re more likely to rebook at a venue that delivers experiences tailored to their individual preferences. How can hotels ensure their guests feel truly special and catered to during their stay?It begins with developing comprehensive guest profiles and data collection. Every guest’s preference, whether a feather pillow, a vegan dining option, or favoured room temperature, can be integrated naturally and seamlessly into the guest experience. Modern technology plays a pivotal role.

With well-trained and engaged staff leveraging end-to-end innovative PMS solutions ready to provide personalised recommendations, hotels can raise guest experiences new levels.