2022 is projected as a year of challenges for the hotel sector in the world. Among them are cost increases and direct sales as the main channel of action, according to DOT Hotels. In this regard, Iñaki González, CEO of the hotel chain chain, indicates which will be the seven main challenges of the sector.
Cost increase
Inflation in countries like the United States, which has been more than double the usual, has caused costs to exceed revenues. This scenario has been repeated in various parts of the world, therefore, the hotel sector must prepare for a period where it will face the increase in its inputs and other labor costs.
Direct sales as the first channel
Direct sales have become the main channel of attention between 2020 and 2021. This modality provides greater security to the client, since it is the same who contacts and reserves directly with the hotel. Everything indicates that the trend will continue in 2022.
Better than 2021, but worse than 2019
The relaxation of measures to control the advance of COVID-19 will allow an increase in domestic and foreign tourism, however, it will not achieve pre-pandemic levels.
Guests will prefer WhatsApp
“WhatsApp will become the main means of contact for guests and clients with the hotel, largely displacing e-mail, telephone and other means of contact,” says DOT Hotels. The challenge will be “how to handle and attend 100% inquiries” through this channel.
The Chatbot as a new tool
The rise of WhatsApp will make fast replying to messages essential. Therefore, the hotels will have the challenge of using a BOT that efficiently solves the guest’s doubts.
Hotel staff shortage
Independent hotels will have a difficult time finding staff willing to work with them, as many have opted for jobs in other industries. Therefore, they must retain talent by improving the work environment and enhancing training.
Virtual receptions
The lack of personnel and increased costs will allow these new modalities and services to totally or partially replace the reception.
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