Hospitality Tech Trends Predicted for 2025

Written by Brittany George | Sep 10, 2024 12:30:00 AM

We’ve discovered the top hospitality technology trends set to dominate the industry in 2025.

The future of hospitality is here—and it may not (all) be in the direction you'd expect. Unveiled in the latest 'Hospitality in 2025' report, a collaboration between Skift and Oracle Hospitality, are groundbreaking technology trends set to redefine the norms of the industry. This report uncovers a treasure trove of insights, including using these innovations to enhance your guest services and elevate your hotel offerings.

Dive in with us as we explore these exciting developments that promise to transform how you think about hospitality.

Hospitality Tech Trends to Watch

Giving Guests Greater Control

Guests are keen to take the reins on their hotel experience, revealing a significant trend that continues to reshape the hotel industry: the rise of contactless and self-service technologies. More than 60% of hospitality executives around the globe believe that a fully contactless experience will become the standard for all basic hotel transactions, from check-in to room service, within the next few years.

Survey results also uncovered a strong preference for a self-service model, where hotel staff are ready to help - but only when you call for them. 31.2% of hospitality leaders see this as a way forward, showing a shift towards empowering you to choose how much interaction you want during your stay.

Many travellers are looking for the ability to dive into personal streaming or gaming accounts right from their hotel room—a top "must-have" for their stay. And it doesn’t stop there; nearly 44% of guests are excited about the idea of voice-activated controls for everything in their rooms, from adjusting the lights and temperature to changing the TV channel, all without lifting a finger.

These changes highlight how technology isn’t just making hotel stays more efficient, but also tailored to personal preferences and desires. As hotels evolve to meet these guest expectations, the traditional idea of hospitality is placing control firmly in the hands of guests.

Being Mindful of the Generation Gap

It's fascinating to see how different generations are embracing (or resisting) the tech-savvy side of travel. Nearly 35% of Gen Z and millennial travellers say they’re "very interested" in hotels that handle most customer service interactions through automated messaging. This enthusiasm drops a bit with Gen X travellers at 21.3% and significantly more so among baby boomers, with only 14.0% keen on the idea.

On the flip side, over 20% of baby boomers prefer the traditional touch—they want to chat with hotel staff for all their needs. This contrasts sharply with just about 5% of Gen Z travellers who feel the same way. And when it comes to the warm welcome of being greeted at the door with a smile, fewer than 5% of Gen Z and millennials feel it’s a must-have, while 9.4% of Gen Xers and 11.4% of baby boomers still cherish this classic gesture.

These trends highlight that while technology is reshaping hospitality, it doesn’t replace the need for personal connection. By adopting mobile messaging and other tech tools, hotels aren’t just keeping up with modern conveniences; they’re also opening new avenues to engage with guests in the ways that suit them best.

Yes… MORE Automation

About a third of travellers have voiced some common frustrations over the past couple of years, particularly noting issues like the scarcity of available hotel staff, lengthy queues at check-in and check-out, and overcrowding at properties. These grievances, along with a clear preference for streamlined services like contactless check-in and mobile interactions, paint a picture of today's travel expectations: guests are looking for convenience and efficiency and prefer not to waste time seeking assistance.

Interestingly, nearly 30% of these travellers find the idea of automated messaging for most customer service needs very appealing. They appreciate the simplicity and speed of sending a quick text or chat to get help, rather than the hassle of finding a staff member in person. In stark contrast, only about 9% of travellers insist on speaking directly with a human for service needs.

So, how can this preference for automation benefit both guests and hotels? Consider this: Automatic requests like asking for extra toilet paper can be processed directly to housekeeping via a digital system. This method efficiently flags the specific room in need, circumventing any manual documentation. It helps hotel staff, whether at the front desk or in housekeeping, to stay focused without interruption. This speeds up service delivery and cuts wait times, improving overall guest service.

Overcoming Labour Shortages with Technology

With many current hotel systems either too rigid or complicated, combined with a continued shortage of hospitality staff, there continues to be interference with staff’s ability to engage with guests and offer personalised service. This points to a critical need within the hotel industry: for operating systems like venue management software to be intuitive and quick to learn.

Looking to the future, the hospitality industry is steering towards more automated and intelligent systems, emphasising enhanced personal interactions between staff and guests. Nearly 54% of hospitality executives are prioritising mobile technologies that streamline the front desk experience over the next two years. This is followed closely by integrated contactless technologies and automated messaging systems. These advancements are essential for keeping up with technological trends, addressing labour shortages and effectively meeting guests' needs.

These technological advancements are a significant benefit for hotel staff. The focus is on automating mundane tasks, not to reduce staff numbers but to help them in their roles. Automating routine tasks like venue and event bookings allows staff to concentrate more on providing better service, reducing stress and enhancing job satisfaction. This strategy improves operational efficiency and boosts the quality of guest interactions, making personalised service more practical and heartfelt.

Personalisation: The Heart of Hospitality

The future of hospitality is brimming with innovative possibilities. The insights uncovered reveal a shift towards technologies that don't just streamline operations but enhance personal connections that are the heart of hospitality. As venues incorporate these technologies, they're not just meeting customer expectations – they're going above and beyond, creating more intuitive, responsive, and more personalised experiences than ever before.

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