Comprehensive Overview Of Guests Types In Hospitality Industry Training Ppt

Slide 2

This slide illustrates types of guests in hospitality industry which are: Boomers, business travelers, event attendees, millennials, and families.

Instructor’s Notes:

Types of guests in hospitality industry are:

Business Travelers:

• These guests use the hotel for resting during their official work visits
• These travelers can also use restaurants and coffee shops that are available for personal and business use
• These types of travelers can stay at hotel for days due to a line-up of meetings

Event Attendees:

• These types of guests visit for the purpose of conferences and meetings
• These guests, after completing the conferences, travel and explore the city
• They create links and connections with other attendees and visit entertainment places with them

Boomers:

• These types of guests are usually people approaching retirement age
• These guests mostly make their travel arrangements using hotel loyalty programs
• During their trip, these travelers always want to connect with the locals to understand and experience their culture
• The boomers always focus on holidays and don’t work while traveling

Millennials:

• While traveling purpose of these guests is to focus on experiencing new adventures
• These travelers want to enjoy the local culture and other novelties of the locality
• They travel for a short time to balance their work schedules and lifestyle

Families:

• Guests with families include millennials grown into parents, and they often travel with their kids
• The travel destination and pattern of these guests is similar to that of millennials

Slide 3

This slide provides information about characteristics of business travelers in hospitality industry. It also explains the needs of business travelers which are: fast internet, transportation, and app-based customer service, 24-hour assistance, concierge service, and wellbeing facilities.

Instructor’s Notes:

The needs of business travelers in hospitality industry are:

Fast Internet:

• Business travelers require good internet speed and connectivity while staying in hotels
• It helps these travelers work online, connect with their business associates via video chats, and conduct their work smoothly

Transportation:

• The hotel needs to provide rental cars to these business associates as they need to travel inter-city or other nearby locations for work

App-based Customer Service:

• Customer service apps help these business travelers to choose preferred check-in-time, preferred housekeeping, a digital key for direct entry to the room, and a separate room for meditation purposes making their hotel stay hassle frees

24-hour Assistance:

• Business travelers require 24-hour assistance for managing their hotel stays and flight tickets
• Business travelers, after a long flight, do not want to spend their time worrying about accessing their room
• The hotel should provide dedicated staff, which is available 24/7, to fulfill business travelers’ needs

Concierge Service:

• Corporate travelers' trips are time-bound, and if they need to arrange a lunch meeting, they will require help from the concierge
• Concierge have knowledge about local areas that can help these travelers select better places for important meetings
• If the meeting time or place needs to be changed, then also the concierges are a reliable asset for the travelers

Wellbeing Facilities:

• The hotel should provide access to the fitness center so that these business travelers can take care of their physical and mental health

Slide 4

This slide provides information about characteristics of event attendees in hospitality industry. It also explains the needs of event attendees which are: conducting business events, organizing social activities, and special deals and incentives.

Instructor’s Notes:

Needs of event attendee travelers in hospitality industry are as follows:

Conducting Business Events:

• The event attendees expect the hotel staff to deliver a flawless event experience by taking care details; no carless mistakes that spoil the mood is an absolute must
• They require justification of the time and money spent on the events and hiring the hotel for the preparation of the same

Organizing Social Activities:

• The hotel should organize social activities for these travelers
• The social activities can range from poolside party, a dinner cruise, and other group activities at local attractions

Special Deals and Incentives:

• The hotel should provide better deals and incentives for those who choose to stay in their hotel and attend business events like additional night stays and discounts and special experiences at exclusive table reservations at the hotel

Slide 5

This slide provides information about characteristics of boomers in hospitality industry. It also explains the needs of boomers which are: special treatment, luxurious designs, and seek best deals.

Instructor’s Notes:

Needs of Boomer travelers in hospitality industry are:

Special Treatment:

• Boomer travelers feel happy and welcomed when they get special treatment in terms of ticket booking to a show, lounge, or any social club
• Loyalty programs are popular with these travelers, and it helps the hotel marketing team test and advertise offers

Luxurious Services:

• The travelers seek luxury services at hotel such as:
  • Impressive interiors
  • Room with a view
  • Comfortable hotel bedding
  • Hotel robes and hotel slippers
  • Tea/coffee making services
  • A safe in their closets
• Boomers spend extra money on traveling and experiencing luxury services
• These boomer travelers are responsible for 80% of all luxury travel spending

Seek Best Deals:

• Although these travelers seek luxury, but it is important for them to get a good deal
• The hotels should offer them discount coupons on services to attract and retain them

Slide 6

This slide provides information about characteristics of millennials in hospitality industry. It also explains the needs of millennials which are: Gym access, pet-friendliness, and updated work centers

Instructor’s Notes:

Needs of millennial travelers in hospitality industry are:

Gym Access:

• The hotel must provide guests with 24/7 access to the gym, and it should be fully-functional with state-of-the-art equipment and machines
• The gym should also have high-tech equipment like TVs and high-quality sound systems/music to keep the guests entertained
• The gym should have professional trainers that help the guests with exercises

Pet-Friendliness:

• The millennials take their pets along with them on adventure trips, so hotels must provide pet-keeping space
• Hotels should promote and update free stays for pets on their websites, blogs, and social media accounts to attract millennials

Updated Work Centers:

• The hotels should provide dedicated workspaces for millennials with good machines such as efficient desktops, printer, etc.
• Travelers can use these workspaces for internet-related work like printing boarding passes or uploading images on their social media sites

Slide 7

This slide provides information about characteristics of families in hospitality industry. It also explains the needs of families which are: Creating separate activities for both kids and parents, providing baby-sitting services, travelling trips for parents, and candy counter.

Instructor’s Notes:

Needs of families travelers in hospitality industry are:

Create Separate Activities for both Kids and Parents:

• The hotel should organize separate entertainment activities for both parents and their kids. For parents, private dinners can be arranged where as for kids magic shows, painting events, gaming rooms can be organized

Provide Baby-sitting Services:

• The hotel should provide nanny service for families with toddlers so that the parents can have a special time and enjoy their visit

Arrange Travelling Trips For Parents:

• The hotel can also plan trips to local markets or renowned tourist destinations in those areas for parents while their children are busy with the gaming area or taken care of by the nanny

Candy Counters:

• The hotel must welcomes kids with candies and chocolates to delight them
• If the staff makes the kids feel at home, then the parents will definitely rebook their next visit to the same property

Slide 8

This slide provides information about characteristics of families in hospitality industry. It also explains the needs of families which are: Creating separate activities for both kids and parents, providing baby-sitting services, travelling trips for parents, and candy counter.

Instructor’s Notes:

Needs of families travelers in hospitality industry are:

Create Separate Activities for both Kids and Parents:

• The hotel should organize separate entertainment activities for both parents and their kids. For parents, private dinners can be arranged where as for kids magic shows, painting events, gaming rooms can be organized

Provide Baby-sitting Services:

• The hotel should provide nanny service for families with toddlers so that the parents can have a special time and enjoy their visit

Arrange Travelling Trips For Parents:

• The hotel can also plan trips to local markets or renowned tourist destinations in those areas for parents while their children are busy with the gaming area or taken care of by the nanny

Candy Counters:

• The hotel must welcomes kids with candies and chocolates to delight them
• If the staff makes the kids feel at home, then the parents will definitely rebook their next visit to the same property