Imagine stepping into a hotel where every aspect of your stay feels tailor-made just for you. From the moment you check in, the experience is comfortable, exciting, and exactly how you want it to be. Now, picture how different this experience would be for your parents, your kids, or even your grandparents.
NB: This is an article from Suitepad
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In today’s hospitality industry, understanding and catering to the unique preferences of various generations isn’t just a nice-to-have; it’s a game-changer. As guests span from tech-savvy Gen Zers to tradition-valuing Baby Boomers, hoteliers face the exciting challenge of creating experiences that resonate across age groups. After all, hospitality is a people’s business, so understanding human behaviour is crucial to forming lasting connections with your guests.
While these characterizations are generalized, and there are always exceptions and overlaps, it remains fascinating to explore the world of generational guest behaviour. With this in mind, this blog post offers tips for hospitality providers on how to exceed the expectations of every guest, regardless of their age.
THE GREATEST GENERATION/THE SILENT GENERATION (BORN BEFORE 1945)
Although this generation no longer comprises a big part of the travellers, they are still around, and since they are enjoying the golden years of their retirement, they tend to travel with the sole purpose of relaxing. So, making their experience as relaxing as possible is the way to go for any hotel that caters to these types of guests.
One thing that is to consider for this generation is that they are fiercely loyal. Meaning as long as you convince them that you’re making their lives easier, they are going to stick with your hotel and prefer your hotel over others. The other thing about catering for this generation is that easy accommodations are very important for them. To make sure their guest experience is not compromised, you have to have a good accessibility strategy and that your hotel has the appropriate tools to provide a safe space for your guests. On top of that, your team might need special training to deliver the utmost careful guest service.
Hospitality tips:
- Equip rooms with easy-to-use devices such as simple remote controls, in-room tablets with large icons for room service, and lighting controls.
- Ensure your staff is trained to patiently assist older guests with technology.
- Remove device clutter from the rooms and combine in-room tech in an all-in-one device.
- Make sure you automate your processes efficiently to free up your staff’s time for more meaningful interactions.
BABY BOOMERS (BORN 1946-1964)
This generation of guests makes up a huge spending power for the tourism industry. Generally having more annual income, baby boomers spend a big chunk of their capital on travelling since, similar to the silent generation, most of them are enjoying their retirement. They prefer leisure travel, including luxury cruises, historical tours, and resort stays, and, with that amount of spending power, they are also willing to spend more for a luxurious and top-notch guest experience.
Despite popular belief, baby boomers are increasingly involved in technology, particularly social media. A security.org survey finds that 83.9% of boomers think social media improves their life satisfaction. This increasing technology use is not limited to social media, though. They are growing more and more open to digitalization and are willing to reduce face-to-face introductions if it means they can reduce waiting times and human errors.
Hospitality tips:
- Provide curated suggestions for local activities, dining options, and wellness services on the tablet. Highlight historical tours, spa treatments, and leisure activities that cater to their interests.
- Showcase any loyalty program benefits or personalized offers directly on the tablet screen. Make it easy for your guests to enrol in loyalty programs or redeem exclusive deals with a few taps.
- Optimize your processes efficiently with hotel tech to free up your staff’s time for more face-to-face interactions.
