Erik Tengen, Co-founder, Oaky
Roll on 2021! As we say goodbye to 2020 and review the considerable changes our industry has undergone in the past year, we can’t help but feeling anticipation for everything the next year will bring. In 2020, we found ourselves faced with the intricate task of maximising revenue from much fewer guests. In a matter of months, the purpose of our platform and services took on far more consequence. We weren't working to earn a bit of extra revenue anymore, we were working together to keep our customers and ourselves afloat. Despite ensuing struggles, there were clear moments of progress that helped us see the advantages of reduced demand.
Taking into account the many pivots and new strategies that the last year called for, we think it’s only fitting to consider how the industry’s biggest changes will have an impact on the future. What are the most poignant learnings? Which pieces of experience and knowledge will prove the most rewarding in the coming years? With these questions in mind, we’re offering some of our predictions for 2021.
Is it the end of an era for the breakfast buffet? In the world of upselling, breakfast buffets have always been a serious earner.
Memorable experiences are as desirable as ever. After close to a year deprived of adventure, luxury and new experiences, guests are really seeking trips to satisfy their longings. While hygiene and safety remain the top priority, creative add-ons are more popular than ever.
Average spend per guest on upselling has increased. In light of the above point, it’s no surprise that the average spend per guest on ancillary services has increased. A testament to the fact that guests appreciate designing their own experiences and treating themselves as a reprieve from Covid-related tensions.
Guests of all ages are embracing technology. The onset of Covid-related safety measures has forced worldwide and cross-generational adaptation to concepts such as contactless ordering, scanning QR codes and using never-before-seen apps. For hotels and hotel tech platforms alike, this receptiveness to technology can only facilitate the safe treatment and service of guests in the coming months and allow them to update tired SOPs.
Guest compositions have changed and will remain altered for some time. In the current situation, domestic travellers have by and large taken over most hotels’ booked rooms.This affects one’s upselling offering in that certain services such as parking will be more sought after, while others, such as airport transfers, may see less uptake .
For elaborations on the above points plus additional insights, watch our co-founder Erik Tengen outline the ups and downs of 2020 and what we predict for 2021 in the video at the Oaky blog
In 2021, we’ll undoubtedly still face challenges related to the pandemic – but with the worst behind us and many lessons learned, our industry as a whole is more well-versed than ever in the art of harnessing innovation to sidestep obstacles.
