Top 7 Post-COVID Trends Shaping the Hospitality Industry

Guests want personalized experiences

COVID-19 lockdowns are in the past and people are ready to travel again. In the hospitality industry, revenue should be back to normal by the end of the year—and after that, it should expect yearly growth until at least 2030. However, while travelers are willing to spend money on quality lodgings, they expect a lot in return. Today’s hotel guests want cleanliness and customer service, but they also want digital experiences, personalization and sustainability.

The hotels that meet—or exceed—these customer expectations may reap the benefits as the industry grows over the next few years. Customers are increasingly willing to try new hotels rather than put up with subpar experiences. To delight both returning and new guests, you’ll need to help them both work and unwind at their own pace.

Hospitality in a post-COVID world

While customer spending is just about back to normal in the hospitality sector, customer satisfaction is not. Extremely negative sentiments about hotels are up almost 60%, while extremely positive sentiments are down almost 10%. Common complaints include insufficient housekeeping, subpar dining experiences and inattentive customer service.

Hoteliers are taking proactive steps to assuage these guests, allocating more and more of their budgets toward digital services. In one recent survey of hotel operators, every single respondent already had mobile reservations, check-ins and room keys or else planned to add them by the end of the year. The vast majority of hoteliers also offered digital messaging with guests, installed smart TVs, accepted contactless payment and employed electronic signage. 

As for future hospitality trends, analysts expect digital technology to enhance the human touch. While hotels may use artificial intelligence (AI) to optimize bookings and analyze data, they’ll still rely on real human beings to create memorable experiences for guests. Within the next few years, industry leaders expect hotels to improve their front desk service, social media presence and culinary offerings.

7 industry-shaping hospitality trends 

1. Contactless check-in 

During the COVID-19 pandemic, contactless check-in was a health precaution. Now, it’s a point of convenience. This procedure allows guests to check into the hotel using their smartphones or an automated kiosk. If the front desk staff is involved at all, it’s only to scan a QR code and produce a keycard. However, many kiosks can also dispense keys—or guests can use dedicated smartphone apps to open their room doors. Contactless check-in frees up time for your staff and makes life easier for customers. 

To ensure that your guests stay healthy during their visit, check out 7 Essential Hotel Housekeeping & Cleaning Supplies. 

2. Virtual concierge services 

In the past, mid- and upscale hotels had to employ round-the-clock concierges to answer simple questions for guests. Today, virtual concierges can fill that role. A virtual concierge is a piece of software that can provide helpful information about your hotel and its immediate environs. Using either a smart TV interface or a smartphone app, guests can ask a virtual concierge about hotel amenities, weather conditions and restaurant recommendations. These programs can also perform common administrative tasks, from scheduling wakeup calls to extending bookings.

3. Outdoor spaces 

During the COVID-19 pandemic, people spent a lot of time outdoors—and found that they liked it. While guests no longer need to gather outside for public health reasons, they can still benefit from those spaces. Getting some fresh air helps guests breathe better, sleep better and even relax and enjoy themselves more. If your hotel has accessible outdoor space, consider adding some tables and chairs, especially in shady areas. Make sure the WiFi extends outside, too, as business travelers may appreciate the change of scenery. 

4. Fitness amenities 

Hotel gyms have come a long way in the past few decades. Once upon a time, you’d be lucky to find a treadmill and a few weights. Now, hotels routinely offer a wide variety of machines, tools and mats for both indoor and outdoor exercise. Enterprising hoteliers can also offer group activities, such as high-intensity interval training classes or trail runs. In addition to improving mood and overall health, there’s some evidence that exercise is beneficial for your immune system, too. Guests who feel good during their stay are that much more likely to come back. 

Make sure your guests can get clean after they exercise. Read Hotel Room Supplies: 7 Essentials Every Room Needs. 

5. Personalized wellness programs 

Wellness encompasses everything that promotes physical, mental and spiritual health. From yoga classes to meditation workshops, many hotels are offering programs that make guests feel relaxed and fulfilled, even far away from home. With digital bookings and smartphone apps, it’s easier than ever to offer guests wellness routines that appeal specifically to them. For example, if a guest frequently uses the gym, you could ping their smartphone with an offer for a spa package. 

6. “Workation” trips 

One profound effect of the COVID-19 pandemic was the rise of hybrid and remote work. Many employees can effectively set their own hours and work from anywhere with a stable internet connection. This lets them travel without having to dip into valuable vacation days. You can appeal to “workation” travelers by offering large, comfortable shared workspaces instead of cramped, utilitarian business centers. (This is also an excellent way to repurpose conference rooms and event spaces that you’re not currently using.) As further incentive, provide free WiFi and coffee during the day and discounts on drinks and snacks after hours. 

7. Sustainable practices 

Modern travelers want to know how their habits affect the global environment. As such, two-thirds of customers prefer environmentally friendly hotel accommodations when they’re on a trip. They’re also willing to pay up to almost 40% more for eco-friendly goods and services. You can make your hotel more sustainable by sourcing food locally, running fewer loads of laundry, installing motion-sensitive lighting, eliminating single-use plastics and encouraging guests to recycle. Be sure to highlight your efforts on your website and social media accounts so prospective customers know you’re doing your part. 

Read Hotel Supplies: The Complete Operator’s Checklist to keep your business stocked with amenities that guests need. 

Keep your guests happy with Walmart Business 

As guests flock back to hotels, you’ll need plenty of office equipment, cleaning supplies and beauty essentials to keep them healthy and happy. Walmart Business can help keep your hotel stocked. Sign up for a free Walmart Business account to buy goods in bulk and see full order histories for both online and in-store purchases. 

If you already have an account, upgrade to a Walmart Business+ membership. With it, you can get free shipping from Business.Walmart.com¹ and free delivery from nearby Walmart stores on orders of $35 or more.² You’ll also earn 2% back in Walmart Business Rewards on orders of $250 or more.³ Over the course of a year, your business could save more than $500.⁴

¹ Excludes most Marketplace items, freight and certain location surcharges.

² Restrictions apply. 

³ Rewards can only be used toward future purchases on Walmart Business. Additional terms apply.

⁴ Savings based on 1 free $35+ delivery order vs. $9.95 fee and 1 free shipping order under $35 vs. $6.99 fee biweekly, plus 2% Walmart Business Rewards on monthly order >$250 (average value of $400).