Marketing Currents - Business and Marketing Current Events

Check into the future: Hotels are getting an upgrade


When we hear the words “futuristic hotel,” it conjures up images of valets bringing our space luggage to our rooms via hoverboard.

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Discussion Questions:

  1. What is the customer experience?
  2. What is the difference between customer experience and customer service?
  3. Why is it important, especially in hospitality and tourism?
  4. When do you think the customer experience begins when a consumer is considering hotel accommodations for travel?
  5. What do you think of when you hear the words “futuristic hotel”, what might that customer experience look like?
  6. Why do you think hotel brands might already be thinking about what their properties might look like in the 2030s?
  7. According to the predictions from McKinsey travel, how will the hotel experience transform by the 2030s?
  8. What is automation? Do you think that is something some hotels have already begin to implement as part of today’s customer experience?
  9. What is customization?
  10. Why might customization be a feature of hotels of the future?
  11. According to what you learned in this news story, why might hotel brands prioritize sustainability in the future?
  12. How might technology help to improve sustainability?
  13. What do you think might be something that hotels might do in the future to improve the customer experience? Be prepared to discuss your ideas in class.
Chris Lindauer
After working for nearly a decade in professional sports, Chris Lindauer, formed Sports Career Consulting to provide unique sports business education opportunities in and out of the classroom. In the eighteen years (and counting) that followed, Chris has inspired thousands of students to pursue their passions and explore the career of their dreams. He currently lives in Portland, Oregon with his wife, two teenage daughters and their dog.