Millennials want staff interactions that are genuinely valid


Millennials are wanting interactions with hotel staff that are genuinely valid and will enhance their experience, according to a panel of top experts speaking at this week’s Hotelympia.

Taking to the stage, Steve Lowry, co-founder of Umi Digital, Ed Rogers, from Avvio, Tim Brown, Oracle Hospitality and Carl Michel, chairman, Veeve, all voiced their opinions on how to lure the fast growing breed of Millennials, with all the panellists agreeing that the level of personalisation will continue to step up and the demand for connectivity in every single area of the hotel will be vital to success.

Lowry said: “The first question asked by Millennials when they check into a hotel is, what’s the Wifi code? This stresses how important it is that this is a key area that hotels need to invest in.”

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Michel, who was previously with Generator Hostels, commented: “Millennial customers only want staff interaction that is genuinely valid, so to ask about the local area, things to do and the culture. This then challenges the type of training hotels are giving their staff and for independent hotels, allowing staff to have a personality becomes crucial to that brand.”

Michel also stressed how this is where independent and smaller hotels have the advantage as they are able to implement training schemes much quicker than a larger brand.

The panel then went on to discuss how the industry is changing as a result in the growth of the Millennial traveller and how these consumers are shaping the sector.

“Hotels are almost becoming what they used to be years ago, real hubs of the community again,” explained Michel, “it’s old fashion hospitality rehashed into a modern era.

“The challenge for hoteliers is being able to quickly connect to Millennials online and for potential guests to know that the decision they are about to make has been vetted by others – friends when they share their location and post pictures on Instagram – by making sure guests can share their trip, you can stand back and let the Millennials market for you,” concluded Michel.