With information from more than 7,500 consumers and industry experts worldwide, Amadeus and IHG’s “Drivers of Change in Hospitality” white paper reveals three key trends:

The Beginning of the End for Room Types

Traditional room types have been around forever – single, double, twin, suite or family room. It’s a tried and tested format, beloved by hotels and understood by guests. However, research suggests that this will change dramatically as guests begin to swap desks for yoga mats, stream their own content through the in-room TV or ask for that room on the third story with the view they’ve always loved.

Hotels will need to adapt because 61 per cent of global travellers now want hotel rooms to be priced in a way that allows them to add on bespoke options. This will see guests picking and choosing individual components of their room, marking the end of traditional room types.

New selling models will also be required, allowing guests to book a room for a period of their choice instead of a traditional overnight stay.

Of the 12 markets surveyed, Thailand ranked the highest in the potential for room customisation, with 38 per cent of Thai travellers having already stayed in a personalised room and 45 per cent showing interest in doing so in the future.

“Personalisation is a major trend facing the travel industry. Consumers expect more personalised experiences, from the moment they begin searching to the moment they check out,” said Ahmed Youssef, EVP of corporate development and marketing in hospitality for Amadeus.

“However, with most of the data fragmented, the industry struggles with guest recognition and personalisation as these systems lack a complete overview.”

The Rise of Tech-Augmented Hospitality

Hotel guest experiences have and will continue to change in light of new technology.

Commenting on how artificial intelligence (AI) and augmented technology will change guest experiences, Leanne Harwood, managing director for Australasia and Japan, IHG, said: “With AI, guests can use voice commands to order room service, control curtains, set alarms, or even order additional towels. If a guest says ‘I want to work’, room lights will automatically adjust, the television will turn off and the curtain will be drawn. Recently we saw the likes of Amazon interject into the hospitality space with a hotel specific, ‘Alexa for Hospitality’. This means the technology will become more accessible and affordable for hoteliers and we could see AI and smart rooms become a standard across the hospitality industry.”

However, though smart rooms have the potential to become standard across the industry, findings show that the human touch is still valued. For instance, the study found that while 42 per cent of guests prefer to use automated services to book a taxi, 67 per cent prefer talking to hotel staff to make complaints. So, to provide better guest experiences, Thailand’s hotels must use technology to support human interaction, not replace it.

To help with this, the study details how technology can be used to empower staff to deliver unprecedented levels of service. For example, the deployment of real-time translation earphones and smart glasses could ensure that concierges easily interact with guests in their native tongue.

Achieving Cult Status at Scale

The kind of status usually reserved for luxury hotels will be available for all, if they can build a loyal following of fans who feel an emotional connection. In the competition for guest loyalty, hotels need to identify how to offer value by delivering memorable, shareable and unique experiences, which 73 per cent of global travellers say these aspects are most important for a vacation.

To do this, hotels must have a holistic understanding of each guest, from their temperament and hobbies to their at-the-moment needs, and offer a host of special and unexpected surprises. In fact, 70 per cent of global travellers want hotels to provide more advice and tips about things to do that are off-the-beaten track, with only 20 per cent saying they get ideas from their hotel.

Guest relations need to be underpinned by data-driven technology. Data allows hotels to anticipate the best way to make each guest feel valued, whether it is through unexpected perks, experiences or rewards.

Without strong back-end systems able to crunch through multiple datasets, deliver information where it is needed and simplify the implementation of new models, it is clear that hospitality providers will struggle to meet the future requirements of guests.

The new configuration was launched in 2017 and has set a new standard in luxury travel for business class passengers. Qsuite features a double bed and private cabins for up to four people with privacy panels that stow away, allowing passengers in adjoining seats to create their own private room.

Adjustable panels and moveable TV monitors on the centre four seats allow colleagues, friends or families travelling together to transform their space into a private suite, allowing them to work, dine and socialise together. These new features provide a customisable travel experience that enables passengers to create an environment that suits their own unique needs.

“We are thrilled to bring Qsuite – a product that has revolutionised luxury travel by bringing a First Class experience to Business Class – to our customers travelling from Thailand. They are highly discerning passengers seeking comfort, quality and innovation, and we know Qsuite will exceed their expectations,” said Qatar Airways senior vice president of Asia Pacific, Marwan Koleilat.

Earlier this month, Qatar Airways won a PAX International Readership award for Best Cabin Interior Passenger Experience in recognition of the unparalleled in-flight experience offered on Qsuite.

Qatar Airways currently operates more than 250 aircraft via its hub, Hamad International Airport (HIA) to more than 160 destinations worldwide. The airline has launched an array of new destinations recently, including Gothenburg Sweden; Mombasa, Kenya and Da Nang, Vietnam. A number of new destinations are planned this year, Malta among them.

Finch Hattons Luxury Tented Camp in Tsavo National Park is catering to these visitors who want to walk on the wild side but without giving up the good life.

Located in Tsavo West National Park, Kenya’s oldest and largest National Park, the camp is set around natural fresh water springs within 35 acres of pure untouched wilderness and surrounded by Mt Kilimanjaro and the magnificent Chyulu Hills that is home to more than 12,000 animal species.

Originally opened in 1993, it underwent a complete restoration and reopened in 2015. Named the “Best New Safari Camp” by Architectural Digest that same year, it won the accolade of Africa’s Leading Tented Safari Camp’ at the World Travel Awards in 2016.

The camp has 17 luxury suites offering sweeping views of the surrounding landscape, as well as total privacy for guests. The tents’ open-plan design invites the cool breeze to drift in over the nearby natural springs, and brings with it the sounds and scents of the African bush. The result is a one-on-one experience with Africa; this is the bush in all of its immediate and unapologetic beauty.

The interior design is reminiscent of the golden days of African safaris. The suites feature indoor and outdoor showers, copper bathtubs, creamy white linen, gentle lighting, beautiful hardwood writing tables, intricate chandeliers, ornately carved chests, vintage carpets, and all the conveniences you would expect of a first-class offering.

Tsavo is home to 500 different species of birds and 260 of which have been spotted in the camp. Guests can observe hippos, crocodiles, terrapins and baboons from their tent or many viewing decks . Move a little beyond the camp and you’re likely to see Tsavo’s famous red elephants, as well as lions, leopards, buffalos, hartebeest, zebra, giraffe, oryx, bushbuck, waterbuck and lesser kudu.

During the day, guests can enjoy several activities like game drives, bush walks, full-day hikes and outings to the Ngulia Rhino Sanctuary, Mzima Springs, Chyulu Hills, Amboseli National Park and Lake Jipe. A cultural visit to the Maasai town of Iltilal can also be arranged, where you can learn the traditions of the Maasai people first-hand.

The camp also offers the special 7 Nights Flying Package with Mahali Mzuri that includes a variety of cuisine and fun activities such as Game Drives – Day & Night, Star gazing terrace, Bush Walks & Crater Climbs, Ngulia Rhino Sanctuary, Bush Breakfast, Sundowner and Young Explorer Club.

Find out more at FinchHattons.com.

From now until next Wednesday (July 10), interested individuals should just click the “like” button on the Facebook fan page: THAI Smile Airways, and share the activity post by setting it to public. Capture the screenshot to get the destination that you want and post it in the comment. Write down your reason why it’s your Smile Destination?” and tag your Wonder Friend who you want to travel with at hashtag #THAISmile #7Wonders.

The result will be announced on July 18 on Fan Page: THAI Smile Airways.

The 7 winners whose wishes win the heart of the judges will receive 2 free seats each. The rules must be followed to the letter and the decision of judges will be deemed final. Terms and conditions apply. The winners must pay the airport tax before traveling.

THAI Smile has also joined forces with S&P to provide a special dessert menu to fete that 7th anniversary on the theme “Smile in Wonderland tea party” from Sunday (July 7) to July 13. The special menu is available on all flights except WE011, WE051, WE177, WE419 /420, WE426, and WE609, or until the desserts run out.

Meanwhile, its sister airline, Austrian Airlines received the award for its catering for passengers in the Premium Economy class – “Best Premium Economy Class Onboard Catering”. Swiss Airlines won in the “The Worlds Best First Class Lounge” category for its Swiss Lounge in Zurich.

Skytrax, a market research institute specialising in aviation, surveyed some 20 million passengers from over 160 countries worldwide to determine winners.

“To be given four awards by our customers is both an honour and an incentive,” said Harry Hohmeister, a member of the Lufthansa Group AG executive board.

“In particular, our colleagues in the cabin, cockpit and on the ground can be very proud of this. They are the ones who keep our premium promise day after day.”

The awards were announced at Le Bourget aviation and aerospace exhibition in Paris.

Aiming to provide customers with a more personalised service, the Lufthansa Group consistently focus on innovation. It has launched its biggest product offensive in its history, with an investment of 2.5 billion euros (Bt ) in new seats in all classes, a significantly larger lounge offering and the expansion of digital services with the aim of providing customers with a more personalised service.