If you’re still running a hospitality business in 2024, then well done for hanging in there! It’s been a rough few years what with the pandemic and the changes in socializing we have seen, and it’s fair to say hospitality has taken a hit, But that just means you need to work smarter and harder to keep things going and make a success of your business this year and beyond.

With that in mind, here’s a few things every hospitality business should be doing in 20214:

Deploy a Guest Experience Platform: Like a Concierge, But Cooler

First up, if your hospitality business hasn’t implemented a guest experience platform yet, you’re basically still using a flip phone in a smartphone world. These platforms are the multi-tool you need when it comes to personalization of service and offering guests control over their stay from the palm of their hands. Want to check in while en route in your self-driving car? Easy. Adjust the room temperature before you even step through the door? Done. These platforms don’t just make life easier for your guests; they make your brand look like the tech-savvy, forward-thinking hero it is.

Sustainability: Because Green is the New Black

2024 is the year where if you’re not green, you’re on the scene for all the wrong reasons. Sustainability is no longer a nice-to-have; it’s a must-do. We’re talking solar panels, zero-waste policies, and sourcing local like it’s a religion. But don’t just stop there—get creative. How about a rooftop garden where guests can pick fresh herbs for their meals? Or partnering with local farmers to provide a farm-to-table dining experience that’ll have guests raving about your commitment to Mother Earth and good eats.

AI-Powered Personalization: Creepy or Cool?

Now, let’s talk about AI. It’s here, it’s learning your favorite drink, and it’s only a tad bit creepy. The trick is to use AI-powered personalization in a way that enhances the guest experience without making them feel like they’re being watched by Big Brother. Use data to anticipate needs and tailor services, sure, but always keep the human touch. Because nothing says “we value you” like having an actual person greet you by name—unless, of course, that person is an ultra-realistic robot.

Experiences Over Amenities: Because Memories Last Longer Than Free Pens

Gone are the days when a free pen was enough to ensure a five-star review. In 2024, it’s all about unique, unforgettable experiences. Think beyond the walls of your establishment. Can you offer exclusive tours, workshops, or events? How about a night under the stars with an astronomer or a behind-the-scenes look at a local artisan’s workshop? It’s about crafting stories your guests can’t wait to share, long after they’ve checked out.

Real-Time Feedback: Fix Problems Before They’re Problems

Lastly, let’s chat about feedback. In an age where a bad review can travel faster than you can say “damage control,” real-time feedback systems are your best friend. Implement technology that allows guests to communicate issues in the moment, giving you the chance to turn a potentially bad experience into a positive one. It’s like having a time machine, but for customer service.

So, there you have it, the must-dos for every hospitality business in 2024. It might seem like a lot of stuff to adopt (if you haven’t already) but implementing all of the above will make a huge positive difference, so why wouldn’t you?