2016 Trends: Millennials shaping service delivery

White Papers 07 Mar 2016

With their desire for hi-tech and hi-touch experiences at a good price, the highly mobile ‘Millennials’ (18 to 35 year olds) will continue to be the biggest influencers of hotel design and service delivery in 2016.

2016 will see a greater focus on technology advancements and digital marketing, with hotels using more social media and mobile and video technologies to shape the way they interact with this tech-savvy market.

And while the Millennials are transforming the hotel dynamic, the well-travelled ‘Road Warrior’ remains the largest travelling hotel market segment.

2020 should also see the rise of Generation Z – characterised by the speed with which they can process information.

The challenge for the hotel industry will be to ensure it can still meet the needs of these very different markets, without compromising individual market share.