3. FACTORS
- New market trends: hotels need to adjust their services according to the new trends on the different
markets (e.g.: “green” concept for hotels)
- Tripadvisor: with customers sharing their experience on websites such as Trip Advisor, hoteliers need
to provide a perfect service.
- Competition: in order to differentiate themselves from the competition, hotels need to come up with
new services that cannot be found anywhere else.
- New customer needs: nowadays, customers are more and more exigent on the services and are
more demanding. They want their need to be anticipated by the hotel.
- Need to improve processes: hotels can decide to implement new production processes for certain
products to become more efficient and eliminate wastes
4. FACTORS
- Desire for growth: if a certain hotel belongs to a chain that wants to get bigger, services might
change to be adaptated to the new target markets/customers
- Technology: new technologies (such as social networks, smartphones’ applications, blogs,
websites…) have an impact on services hotels provide since it makes the distribution faster and
instantaneous. Moreover, new technologies allow hotels to interact with customers, improving the
service and thus the customers’ satisfaction
- Government regulations: changes in government regulations and policies can have an impact on
the services hotels offer (for example: in 2014 the VAT will change in France, requiring hotels to
increase their prices to face that governmental change)
- New management tools: new softwares (such as PMS, RMS, CRS, channel managers…) help
hotels improving their internal management, affecting the services they eventually provide to
customers (e.g.: hotels using a channel manager will manage OTAs more precisely, allowing them
to offer dynamic and attractive rates)
5. CONCLUSION - FUTURE FOR HOTEL
SERVICES
We cannot really predict the future for hotel services, but
according to us, they will definitely be more:
- digital
- international
- in interaction with the customers
