Some hotels are redefining the guest experience through not only their design but also their storytelling. The primary focus of the hospitality industry is customer satisfaction. This is the reason why hotels always try to enhance the experience of their guests. Hotels try to deliver a personalized and memorable experience so that the guests keep coming back. Quite a few hotels invest heavily in innovations in customer experience.

Unique experiences lead to deeper loyalty

Hotels are being creative in how they engage with guests, so that they can provide their guests with a personalized experience. For instance, EVEN Hotels are a wellness-minded business who try to help their guests to stick to their fitness routine while they are on the road. They want to provide their guests with a restful experience and spare no pains in attempts to do so. Each room in their hotels is equipped with different pieces of fitness gear and there are exercise guides and workout zones too. This creates a memorable experience for customers who would want to come back.  The brand has expanded across the United States since its beginning in 2014, and has plans to expand to New Zealand and Australia. Given below are some trends that hotels are adopting to enhance the guest experience.

Use automation

While some guests prefer a traditional experience in hotels, there are some who would not like to interact with anybody else during their stay in a hotel. Some hotels allow self-service options that allow guests to navigate the entire journey of being a guest without even speaking to another human being. Guests can book and checkout all by themselves. The pandemic could have been the catalyst for such needs. The staff in hotels can identify what the guests need by using only a tablet or a smartphone. The staff can also interact more effectively with their guests through apps.

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Adopt social justice initiatives

Some hotels are trying to make a difference in the local community and the world at large. Customers today prefer brands that are socially responsible and this includes hotels. There are hotels that are partnering with projects that  would benefit communities. For instance, Eaton Workshop is transforming hospitality so that it can have an environmental and social impact. Activism lies at the center of this hotel brand. They aim to create spaces that are platforms for environmental and social impact. The traditional walls and barriers in hotels have been reimagined and places that can be used flexibly are supported. The brand produces social -justice minded documentaries and offers art and meeting spaces for guests. Their service is sustainability – focused and different areas in the hotel such as music venues , workspaces, and cinema have been designed to complement each other.

Be community-focused

Hotels aim to maintain a connection with their communities so that a feeling of belonging is created for everyone in the hotel, including the staff and guests. To be truly supportive, certain hotels offer discounts and special meals for frontline workers and healthcare workers. Some hotels give away extra food to local service organizations.

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Ronn Torossian is the founder and CEO of 5W Public Relations, one of the largest independently-owned PR firms in the United States. With over 20 years of experience crafting and executing powerful narratives, Torossian is one of America's most prolific and well-respected Public Relations professionals. Since founding 5WPR in 2003, he has led the company's growth, overseeing more than 175 professionals in the company's headquarters in midtown Manhattan. With clients spanning corporate, technology, consumer and crisis, in addition to digital marketing and public affairs capabilities, 5WPR is regularly recognized as an industry leader and has been named "PR Agency of the Year" by the American Business Awards on multiple occasions. Throughout his career, Torossian has worked with some of the world's most visible companies, brands and organizations. His strategic, resourceful approach has been recognized with numerous awards including being named the Stevie American Business Awards 2020 Entrepreneur of the Year, the American Business Awards PR Executive of the Year, twice over, an Ernst & Young Entrepreneur of the Year semi-finalist, Metropolitan Magazine's Most Influential New Yorker, and a 2020 Top Crisis Communications Professional by Business Insider. Torossian is known as one of the country's foremost experts on crisis communications, and is called on to counsel blue chip companies, top business executives and entrepreneurs both in the United States and worldwide. Torossian has lectured on crisis PR at Harvard Business School, appears regularly on CNN & CNBC, was named to PR Week's "40 under Forty" list, is a contributing columnist for Forbes and the New York Observer, and his book, "For Immediate Release: Shape Minds, Build Brands, and Deliver Results With Game-Changing Public Relations" is an industry best-seller. A NYC native, Torossian lives in Manhattan with his children. He is a member of Young Presidents Organization (YPO), and active in numerous charities.