In the hospitality industry, 2024 was a year of resilience and recovery. The hotel industry in particular witnessed a stabilization of sorts, returning to nearly pre-pandemic levels. However, that recovery has been tempered by shifting political landscapes, ongoing geopolitical conflicts, extreme weather events, and other global uncertainties, according to Mews.
Despite all that, though, hoteliers and others in the hospitality industry have maintained resilience, vowing to make strategic, long-term plans for 2025. Here’s what’s new in hospitality staffing as we progress through the new year. Partnering with a staffing firm in Austin TX will be key to navigating 2025 seamlessly.
AI Will Transform Unstructured Data Into Actionable Insights
Data collection among hotels is nothing new. They’ve been doing it for decades now. However, the problem comes in knowing what to do with that information and how to apply it most effectively. Artificial intelligence (AI) will start revolutionizing this process to transform unstructured data into actionable insights. This information can be used to enhance guest experiences by synthesizing data from separate systems such as booking platforms, distribution channels, and guest reviews.
The information gleaned will also provide a comprehensive view of each guest, which will allow hoteliers to customize their experience and ensure they come back again and again.
AI is well on its way to connecting all systems and experiences in a traveler’s journey, such as sending a guest’s flight delay information to the hotel, which can then adjust their check-in process automatically. Indeed, AI is well positioned to redefine personalization in hospitality.
Increase in Staff Productivity
Labor shortages and loss of productivity have always been a persistent challenge within the hospitality industry. But in 2025, AI and automation promise to be game changers, alleviating repetitive tasks so that staff can focus on guest interactions as well as high-value responsibilities.
AI efforts will be able to:
- Handle quest queries via chatbot at the front desk level.
- Assist managers in pinpointing trends and making data-driven decisions.
- Enable sales and event managers to automate custom quotes.
- Offer real-time actionable insights to staff.
Less Reliance on OTAs
Online travel agencies (OTAs) have been hurting hotel owners for many years now. Yes, they provide a wider reach but they also come with commission losses. But throughout 2025, there will be a perceptible shift in the distribution landscape. Fueled by laws governing more strict regulation of market-dominating brands such as Google and Booking.com, coupled with advancement in technologies, important trends will include:
- Increasing popularity of AI-powered search platforms such as ChatGPT that provide customized recommendations over across-the-board options.
- Banks offering exclusive rates to cardholders in exchange for customer data, essentially positioning them as distribution channels.
- Elevated focus on direct bookings.
Diversification in the Form of New Accommodation Types
Major hospitality brands will start expanding beyond traditional offerings in 2025 as they strive to meet ever-evolving traveler demands. For example, Hilton acquired Graduate Hotels to attract both Millennials and Gen Z, and Marriott is expanding its branded residences.
Workforce Empowerment
The biggest challenge facing the hospitality industry lies not in attracting guests but in finding and retaining staff. As such, more and more hotels are leveling the landscape, paving the way for negotiation of better working conditions and salaries. Many hotels, for example, offer staff free or low-cost accommodations, as well as reduced peak-time working hours and increased wages.
In addition, hotels are investing in training programs to not only motivate staff but make it easier to move up the corporate ladder. When employees feel empowered, they enhance the guest experience, which impacts the decision to become repeat guests. Finally, this helps employees build a higher quality, more cohesive workforce that they can be proud of.
Hyper-Personalization
To ensure lasting loyalty, more and more hotels are realizing the value in providing personalized experiences for their guests from start to finish, catering to individual preferences and needs. Hyper-personalization relies on technology-based micro-segmentation to accommodate real-time needs and behaviors. In turn, this ensures a customized guest interaction that is far from cookie-cutter.
For example, some hotels are starting to eliminate strict deadlines on check-in/check-out or food and beverage closing times to cater to the evolving needs of a busy client base. From contactless check-in to personalization of room temperature, lighting, and amenities, hotels and others in the hospitality industry are devoting more time, effort, and money to the guest experience. In the end, it’s all about ensuring loyalty and repeat business from happy and satisfied customers.
Contact Tumi Hospitality Today
The best way to ensure high levels of hospitality staffing for 2025 is to partner with our Austin staffing firm. Request staff online or call us at (512) 722-6000 to learn more about our process.
