1. Hotel services that change
guest service expectation
IEMI – CMH MBA 2B - Online Business
Taweechurn Duangnet, Nokky
Kwan Chun Wai, Cliff

2. What factors are driving service changes ?
• Changing consumer’s preference
• The digital revolution
• The impact of online aggregators (e.g. OTA, online
travel magazine, social network) towards price and
distribution
• Economic crisis increases competition
• Information accessible has changed and is more
powerful

3. THE FUTURE OF TRAVEL IS MOBILE
By 2014, Mobile internet should take
over desktop internet usage.

4. THE FUTURE OF TRAVEL IS MOBILE
(continued)
The customers become more
advanced on technology. It
becomes one part of their
routine life. It is obvious that
they will expect more from
hotels when they travel.
A hotel’s technology offering
has become one of the
important driven factors
when they choose a hotel.

5. THE FUTURE OF TRAVEL IS TABLET

6. Hotel services in future
 As guests demand greater personalization, increased comfort and
more innovative experiences, hotels in the future have to provide
more tailor-made services for their guests. E.g. guests can choose
their preference like room type, breakfast and so on via some hotel
programmes on smart phones before arriving at the hotel.
 Digital signage replacing traditional printed signs. Guests can check in
by themselves using the electronic devices at the lobby instead of
using the traditional method with a front desk receptionist.
 More electronic devices used in hotels to provide more services on
entertainment, comfort and guest autonomy. E.g. a large of
collection of films and music is loaded for guests to select during
their stay.

7. Hotel services in future (continued)
 More luxury, high-tech devices will be installed e.g. television maybe
built within the mirrors through the hotel room, curtains could be
controlled by voice.
 Hotels would invest more on employing social media as a
marketing, communications and guest-service tool to ensure using the
guest reviews to improve hotel services.
 Hotels would provide more service automation to guests. Like the
mobile application ‘Lounge up’, guests can interact with hotel staff
through technology instead of talking in person.
 Hotels will provide more free internet connection like Wi-Fi in order to
attract more guests to stay as keeping connected will be important at
that time.