Hotel Guests’ New Non-Negotiables

Guest expectations have changed in the New Normal

Customer behaviors have changed more in 2020 than in the previous decade, and that does not exclude the hotel industry. So how do you know what changes are right for your business? There's so much hospitality software out there it is difficult to even know where to start.

KHS by Kasita breaks down the latest trends and how to adapt accordingly:

START HERE: Implement digital software upgrades, like a digital front desk with contactless check in, to address the new high tech, low touch era of hospitality.

WHY NOW? The pandemic introduced Zoom meetings, online grocery ordering, expanded self-service and contactless checkout opportunities to a group of first-time digital consumers who accounted for almost 40% of the growth in digital goods and services. This increased the number of consumers who now use digital channels by an average of 20-25%.*

And, while convenience helped inform this explosive digital growth, safety largely contributed and will remain a priority moving forward. In fact, almost 40% of consumers expect to socially distance for more than six months, with 60.4% expecting to retain changed behaviors by continuing to have less physical interaction after coming out of quarantine, according to Coresight Research.

Hotels must be adamant about redesigning their processes to demonstrate their commitment to both customers and employees.

NEXT STEPS: Do the work to evaluate various options and find the digital front desk solution that’s best for your hotel. KHS by Kasita is a technology stack that caters to owners and operators by helping drive more efficient operations, reduce labor costs and facilitate a more robust ‘book direct’ strategy, while also meeting new guest non-negotiables in hotel tech and safety.

Want to save time researching? Let us help evaluate whether KHS by Kasita is a good fit for your property. Connect with us at KHS@Kasita.com to learn more!