Hospitality: Personalised experiences, simplifying processes and “clicking on” sustainable destinations

Collaboration and innovation are driving new approaches towards meeting the expectations of today’s travellers.

Guests are looking for personalised experiences, sustainability, and digital solutions that improve their comfort and flexibility. And it is the organisations that invest in technology, smart infrastructure, and strategic partnerships that are responding effectively to the new demands.

This was revealed during a panel discussion at the the 46th Hotel Industry Conference & HORECA Expo presented by the Cyprus Hotel Association, the representatives of leading industry companies discussed how shifting consumer preferences, advances in technology, and the demand for personalised experiences are reshaping the way travel is distributed and experienced.

The discussion was entitled ‘Travel Distribution- Adapting to the Evolving Customer’ and resulted in an engaging conversation uncovering how collaboration and innovation are driving new approaches to meet the expectations of today’s travellers.

Irene Roberts, Director of Market Management at Expedia Group UK, presented the group's services, including the AI ​​application that helps travelers make their trip more enjoyable.

The key is to simplify the booking process, which is what the popular organisation focuses on, she said. In addition, celebrity partnerships are a key method of promoting the company's services and a simpler method than usual. It is also noteworthy for Roberts that guests choose destinations they have seen on television and on subscription platforms.

Victoria Studer, Director, Sourcing & Contracting, Hotelplan Group Zurich said that while there has been a lot of emphasis on technological advancement, traditional methods and the use of services such as tour operators are still very much in the picture today and are crucial to success.

What sets a destination apart for the visitor remains the authenticity of the experience and the ability to learn about the history behind the location they are visiting, she added.

Nikolaos Gkolfinopoulos, Head of Tourism, International Sustainable Tourism Development , ICF Spain, said that sustainability defines everything we do. “It must be our priority in everything we do,” was the message he characteristically sent to all the industry’s stakeholders.

"We should not wait for the demand (for sustainability) but bring it about ourselves," he suggested, addressing everyone: From hoteliers to travel agencies.

Claudio Milano, Director of the Master's in Tourism Management, Ostelea School of Tourism and Hospitality (Spain), referred to the transformation brought about by AI and which provides an opportunity for the protagonists of the industry to redefine how they will move forward in the future.

He referred to climate change and the need to find environmentally friendly transportation as important points to be investigated by stakeholders.

Milano also believes it is crucial for staff to be constantly trained so that organisations remain ahead of trends.

Isavella Karoyian, Business Development Manager, ECOMMBX, commented on the public's need for reservations, digitally. Thus, ECOMMBX is working on simplifying the reservation payment process for customers through platforms created within the organisation.

Services are provided by ECOMMBX not only for the traveling public but also for the businesses within the hospitality world, through tools for better and more efficient processes regarding payments, she added.

The discussion took place at the 46th Hotel Industry Conference & HORECA Expo presented by the Cyprus Hotel Association.

The panel coordination was carried out by the General Manager of teh Cyprus Hotel Association, Christos Angelides.

(Source: InBusinessNews)