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The Hotel of the Future Will Be More Customer-Centric and Experience-Driven

Deanna Ting

Photo Caption: Guests who stay at the Outrigger Konotta Maldives Resort can learn about coral reef caretaking with the resort’s resident marine biologist as part of Outrigger's new and complimentary Signature Experiences program. Outrigger Resorts

Skift Take

At a time when hotel companies are investing so much into brand differentiation, their time may be better spent thinking as much or even more about the individual guests than brand swim lanes, suggests this new report from Deloitte.

What should the hotel of the future look like? That's what Deloitte attempted to answer recently when it conducted an ethnographic research study with Doblin. What Deloitte found in its research was that the hotel industry needs to think outside "silos defined by brands and spaces" and become an "integrator" of experiences, people, cultures, spaces, and processes. In other words, the hotel of the future is about people, first and foremost. The hotel of the future has to think outside the traditional four walls and into the overall experience. "The hotel of the future is an integrator," Ramya Murali, Deloitte senior manager of strategy and operations said. "What that effectively means is it is no longer just a hotel; it's more than just a lodging experience. The hotel space ca

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