InTouch | November 2023

INtouch

Nominate Your Star Employees Today

The South Carolina Restaurant and Lodging Association (SCRLA) is hosting its 71st Annual Stars of South Carolina Hospitality Awards Gala on February 20th at the Francis Marion Hotel in Charleston.

The Stars of South Carolina Hospitality Industry Awards celebrate the exceptional professionalism and outstanding service of top individuals in the hospitality industry. These individuals go above and beyond to contribute to the positive image of the hospitality industry while also being confronted with supply and labor shortages.

The awards program offers hotel and restaurant operators the opportunity to honor outstanding employees, providing not only recognition within the company, but a further acknowledgement of their contribution to a South Carolina business.

There are 13 individual award categories and 5 open award categories. Nominations for the event open on November 10.

Restaurants Need to Evolve to Meet Customers Changing Needs

The future of the restaurant industry will be shaped by consumer demand for convenience and frictionless digital experiences. That takeaway was a key point in “The Future of Restaurants: The New Normal and Beyond,” a new survey from Deloitte released June 19.

Restaurant dining has rebounded to pre-pandemic levels, Deloitte reported, with 55% of the 750 survey respondents saying they are dining out as much or more than they did pre-COVID. But some behavior has shifted.

37% of dine-in guests and 40% of takeout customers are looking for less expensive options along with promotions and discounts.

Higher quality products are less of a driver than value, with quality resonating with only 19% of dine-in guests and 15% of takeout. But 60% of consumers said they are unlikely to accept lesser quality when ordering takeout food.

iA strong majority of consumers—87%—believe a delivery fee of $5 or less is fair for the convenience it brings. More than half of respondents (52%) indicated they would order from a ghost kitchen that offers takeout and delivery only.

Contactless delivery has maintained prominence since the pandemic, enabling faster deliveries; 53% of respondents receive contactless delivery more than half the time.

Voice-automated ordering systems are gaining acceptance,

with 79% of consumers saying they would be somewhat likely to use them for drive-thru orders, 74% for phone systems and 70% for dine-in.

“The restaurant industry is emerging from the pandemic with a menu full of opportunities to serve its customers, both in the dining room and off-premise,” said Jean Chick, principal with Deloitte Consulting and U.S. restaurant and food service leader. “With large-scale changes on the horizon, driven by advanced technologies and ongoing shifts in consumer demands and preferences, we can expect restaurants to look dramatically different in 10 years. As a result, restaurants should consider implementing various offerings that enable consumers to maximize the dining experience and set up their operations for long-term growth.”

We are optimistic about what the future of travel holds in store for all of us - for our partners, our industry, and for the travelers we serve.

In Amadeus’ latest report, Catalysts for Change: Building the Hospitality Ecosystem of the Future, experts throughout the sector share how travel is bouncing back and traveler confidence, post-pandemic, is on the rise.

It’s important to keep in mind, however, that the hospitality industry of 2023 is not what it was in 2019. Travelers’ expectations have evolved over the past several years, with personalization, sustainability, and modern digital tools to support their journey now at the top of their agendas. By taking advantage of the right technology and today’s more collaborative travel ecosystem, hoteliers can keep on top of these trends and provide guests with the truly personalized and sustainable experiences they desire. Here are five key ways hoteliers can successfully collaborate to fulfill the needs of today’s travelers.

1. USE FORWARD-LOOKING DATA TO DEVELOP MARKETING STRATEGIES AND DRIVE REVENUE

Having access to the latest business intelligence solutions can help hoteliers take the guesswork out of developing effective marketing and revenue management strategies. The insights and booking trends provided by forward-looking data can also assist them in tailoring unique digital media campaigns across distribution channels.

2. BUILD MORE MEMORABLE STAYS BY FOCUSING ON PERSONALIZATION

A key driver of change in the hospitality industry is personalization, as travelers of today expect seamless end-to-end journeys that accurately reflect their preferences. Offering customized packages, promotions or unique on-site activities can help hoteliers exceed guest expectations, while sending proactive communications to guests before, during and after their stays provides additional upsell and loyalty opportunities.

3. USE TECHNOLOGY TO AUTOMATE DAILY OPERATIONS AND BETTER MANAGE GROUP BUSINESS

By automating daily operations with the help of service optimization technology, a hotel can reduce operational costs, simplify housekeeping management, respond quickly to guest requests, and improve sustainability efforts. Most importantly, the guest experience will be improved as hotel operations are running as efficiently as possible.

A hotelier can take advantage of sales and catering software to help prospect for and manage group business, too, as meetings and events are also quickly picking back up. Properties can take advantage of advancing capabilities in the area of meeting distribution, either by encouraging booking via RFP and proposal response or making their available function space accessible for meeting planners to book directly.

4. OFFER CONTECTLESS EXPERIENCES TO BOOST GUEST SATISFACTION

Throughout the pandemic, we all became accustomed to digital experiences, as many of us used app-based room keys, made mobile payments, or used voice on-command technology when we traveled. Going forward, hoteliers should continue to provide health-conscious or tech-forward guests with these services when and where they may need them, whether this is to request more towels, an alarm to wake up, or some sort of personal assistance.

The popularity of virtual payment cards has also grown, as they have lessened the expense and reclaim burden on business travelers and made the reconciliation process easier overall for corporate travel managers.

5. TAKE ADVANTAGE OF INTEGRATED SOLUTIONS TO BETTER MEET GUESTS’ NEEDS

In the past, an extremely fragmented hospitality sector has led to hotel operations that have been overly complex. Today, however, the Amadeus Hospitality ecosystem is bringing technology together across hotels, mobility, and travel protection to enable a better experience for every traveler and guest. Together, travel providers and travel sellers are finding new ways to drive profitable sales and provide guests with the unique experiences they crave.

Adaptation is essential for every business if they have any hope of satisfying the evolving needs of today’s travelers. But travel sellers and providers can stay ahead of the game by taking an ecosystem approach and by following these simple strategies to keep the traveler at the center of the travel experience.