Category: News

Meliá Vinpearl expansion: powered by CiHMS – complete hospitality management solution

24 February 2022 , Meliá Hotels International, is set to become one of the largest international hotel brands in Vietnam through a new collaboration with the country’s largest domestic hotel owner, Vinpearl. Melia first entered Vietnam back in 1999 with the opening of Meliá Hanoi. Since then, Meliá has expanded its market domestically and in the Asia Pacific, such as Indonesia, Malaysia, Myanmar, and Thailand.  

Mélia VinPearl Phu Ly - Vietnam

Mélia VinPearl Phu Ly – Vietnam

While taking over the management from VinPearl, Meliá had decided to continue the collaboration with VinHMS as the hospitality management solution provider for the Meliá Vinpearl hotel chains and resorts in Vietnam.   

The cloud-based hospitality management solution CiHMS is a product developed by VinHMS – a Vietnam technology company specializing in developing and providing digital transformation solutions that are globally certified by international standards. CiHMS is a complete solution for all hotel operation needs, powerful and highly integrated. The advantage of CiHMS is its exceptional stability, quick implementation with simple setup & installation in a short time.   

Main features of CiHMS Property Management Solution

Main features of CiHMS Property Management Solution

CiHMS is fully equipped to optimize and manage all your business operations seamlessly. Real-time synchronization throughout the system from your front desk to maintenance & housekeeping right on your staff’s mobile devices. Multidimensional and multimedia integrations along with facial recognition technology, OCR technology, or QRMenu – the future of FnB boosts hotel’s performances while limiting physical interaction between customers and hotel employees to a minimum, ensuring customers feel safe and secured in this sensitive time of COVID-19 outbreaks. The latest feature – MICE connects the reservation system banquet department to organize meetings, incentives, conferences, and exhibitions, enabling hotels to centralize all these functionalities on just one single platform.   

The hospitality management solution – CiHMS is always up-to-date with the latest technology, ensuring Meliá meets operations and business’ constantly changing needs. In addition, CiHMS is extremely safe, highly reliable and secured, and is certified with PCI/DSS level 3. VinHMS was the first member of HTNG – Hotel Technology Next Generation Association in Vietnam.   

Up to now, VinHMS has successfully implemented the hospitality management solution CiHMS for 40+ hotels domestically, including Vinpearl, Naturekey, Andochine, and more. Moreover, other digital transformation solutions such as CiAMS – Asset Management Solutions, CiTravel – Hotels Management solution for SMEs have been deployed simultaneously for varied clients across the nation. “All digital transformation solutions provided by VinHMS aims for breakthroughs and feasibilities, striving to help Vietnam enterprises close up the technology gaps and compete with the international businesses”, said Mr. Hoang Nguyen – CEO of VinHMS. “Although the recent COVID-19 pandemic made such a huge impact on the hospitality overall, it was a perfect time for the industry to kick-start their digital transformation journey, to ease out the operations expenses, boost up your room occupancy, revenue as well as customer experience.”  


VinHMS is a technology company with talented engineers and dedicated business experts specializing in high-quality technology solutions and services to help businesses achieve their strategic goals with optimized resources. VinHMS currently provides various operations management solutions, such as CiHMS – a platform that manages all operational needs of hotels & hotel chains, CiTravel – a complete hotel management system for small hotels, CiAMS – asset management solutions for enterprises, and more. 


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Hotel operations: The foundation

According to the analytic statistics from Google Destination Insights, a remarkable increase in International search volume for Vietnam tourism has increased by 75% for the first quarter of 2022 compared to the same period in 2021. This proves the tourism industry is on the rise and shall become one of the leading industries economically domestically, signaling such positive impacts on the hotel sectors after enduring a major crisis of the pandemic. Welcoming the tourists back questions hoteliers to consider tweaking and transforming their current operations model to adapt to the new normal circumstance.

A remarkable increase in International search volume for Vietnam tourism has increased by 75%.

A sudden increase in international searches for Vietnam tourism confirms hoteliers to get ready to welcome international guests back soon. Statistics generated from Google Destination Insights.

Hotel operations: the concept

Hotel operations include organizing, managing, and arranging all-around hotel activities from human resources to revenue management, and hotel checklists. Running hotel operations effectively is not an easy job, it is the fundamental key to having a successful hotel and required hoteliers to know their business inside and out, be good at problem-solving and work under high pressure for a period of time.

How to improve your hotel operations

As the digital technologies have more advanced rapidly than ever before, to catch up with the evolution, the traditional hotel operations model is no longer applied. The overwhelmed front desks, endless housekeeping requests coming in constantly, in-room services on standby with the ongoing labor shortages, all trigger hoteliers to seek the optimal hospitality management solution in order to patch up the empty labor force, speed up the conversion rate, and improve revenue efficiently.

Traditional hotel operations model is no longer applied.

Manual paperwork still exists in traditional hotel operations, it slows down the entire system unexpectedly.

The indispensable hospitality management solution – CiHMS

CiHMS is the leading cloud-based hospitality management solution on the market, that advances your hotel operations and drive your total revenue at its full capacity. This hotel PMS serves as the centralized system, empowering hoteliers to perform day-to-day functions, and manage crucial administrative tasks and reservations. The system enables hotels to streamline processes within departments in real-time, synchronize simultaneously and monitor hotel operations status at ease.

Integrated with a Central Reservation System, CiHMS handles all bookings and reservations across all distribution channels, automatically generates detailed reports for hoteliers to keep up with the hotel operations in real-time, updates room status and occupancy rate in order to strategically come up with a business pricing strategy in time, striving to maximize your revenue. CiHMS is also integrated with a Distribution Channel Manager to connect your booking system with hundreds of OTA channels globally. Synchronize room rate, allotments, and availabilities across the platform, avoiding unnecessary human data entry errors.

The powerful hospitality management solution, like CiHMS, has everything your hotels have been looking for in terms of operations. It automates the daily operations procedures such as pre-check-in, check-out through the mobile app, submitting and processing customers’ requests right on the system, delegates and distributes tasks automatically to help you and hotel employees to focus on your guests.

Mobile devices in hotel operations

According to the statistics from Digital Vietnam 2021 by We Are Social và Hootsuite, Internet Users in Vietnam have increased to 551,000 users between 2020 and 2021. With the current growth rate, it is much easier to approach potential customers through Digital Marketing, such as applying social media networks trends in hospitality marketing strategy.

Social Media trends has made a huge impacts on the hospitality.

Look out for the latest social media trends to capture and convert all your potential customers without spending a lump sum on advertising.

When your hotel operations run at full capacities, the workloads resulting from these operations shall escalate, and data storage is expanding by the minute. Manually performing tasks and procedures will no longer make sense. It only creates chaos with unavoidable human errors, unable to update the current workload’s status, seemingly losing track of management. Those are a few of the originated reasons for the introduction of cloud-computing technology in hospitality.

Thanks to this technology, hotels can access and update directly on the hotel management system right from their mobile devices, whenever and wherever they are. With the conveniences, portability, and extremely friendly user interface, hotel employees can even check-in / check-out for guests as needed. All changes are synchronized immediately, easily interact with guests, enhance their experiences tremendously, engage customer trust and strengthen your brand reputation. This also gives such a professional vibe, builds customers’ loyalty genuinely, and effortlessly promotes your guests coming back for a future stay.

Cybersecurity in hospitality

Many hoteliers have underestimated the importance of this matter. Cybersecurity has become the most critical challenge for the hospitality industry in this modern era. Due to the characteristics of the hotel sector, a great deal of travelers’ personal data is involved regularly, and guests have occurred to question the privacy protection policy at any hotel they visit, especially regarding their transaction information. Apart from credit card leakage, cybersecurity frauds go as far as WiFi network’s security being compromised. Taking advantage of lacking cybersecurity, attackers can gain access to all guest’s private devices, such as mobiles, laptops, tablets, etc.

The cybersecurity in hospitality is often underestimated.

Cybersecurity issues have constantly alerted hoteliers to take this into consideration seriously.

Even the big chain hotels like Hilton, Marriot, and Trump Hotel had confronted the attacks not once, but multiple times. These damages hotels financially outrageously and their brands horribly. For the recent attack, Marriot had to pay a fine of 18.4 million British pounds for losing over 500 million guests’ data worldwide. It alerts hotels to start taking cybersecurity seriously, then how to ensure to protect your guests’ data discreetly and store them tightly secured? Join our April Webinar with the topic on DATA PRIVACY PROTECTION IN THE HOTEL SECTOR, live at 10 am on April 21st, 2022. Register now at this link to hear the experts’ opinions and recommendations on this issue.

Based on the latest research of the World Travel & Tourism Council (WTTC), the sudden drop of 49.1% in the global tourism venue in 2020, make up for a loss of 4,5 trillion US dollars, projected to rise 31.7% for the year 2022 as the results of re-opening borders for tourisms ever since the epidemic broke out. Although the traditional hotel operations might still work occasionally, they might not maximize hotel capacities while the tourism industry resumes its high peak. Is it worth sticking to the old school? Or be brave and ride the new trend with the cloud-based hospitality management solution like any other hotel? The solution “grows you grow” with great flexibility and ridiculously functional while staying exceptionally convenient. CiHMS – the only cloud computing hospitality management solution you don’t want to miss. Contact our team for a demo and unlock your property’s full potential.

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Woman controlling home devices with a voice commands

AI Applications in the hospitality

If we have briefly talked about AI technology in hospitality in the previous blog, in today’s blog we shall be digging a bit deeper into how AI application in the hospitality industry and its potential to manage hotel operations efficiently.

Robots in the move

The majority of robots in use today are performing human tasks precisely, especially after the pandemic outbreaks to reduce unnecessary physical contact to a minimum and ensure guests stay safe and secured while keeping the current labor force at bay. Vietnam has only applied robotic technology to the manufacturing industry and is skeptical of the service industry, plus the initial upfront investment in robotic technology ain’t nowhere near affordable. Hence, putting robots into your business daily practice eventually gains competitive advantages over your competitors. Guests shall be curious enough to find the need in visiting your hotels and try out your services, boosting your revenues and profits tremendously.

Having robots at your hotel is the biggest step-up to your competitors in attarcting customers' attention and curiosity.

The applications of AI can be seen in hospitality easily through having robots serving in public areas, delivery services, etc.

In-room voice assistant

We all might have been familiar with voice recognition technology such as Siri, Google Assistant, or Alexa – the virtual assistants developed by Amazon, which have been making life at home a lot more comfortable: from browsing the web, weather, checking the time, setting timers, turning on TVs, changing the light brightness level to just about anything you can imagine. Bringing voice assistance technology into the hotel room to enhance guest in-room experiences significantly.

According to a recent study from Juniper Research, it shows 8.4 billion mobile users shall be interacting with the virtual voice assistant in the year 2024. This technology plays an important role in connecting hotel employees with their guests. Simply input their requests via the in-room virtual assistant integrated equipment. Thanks to AI technology, these virtual assistants can communicate and confirm guests’ requests before filing them onto the system to get them to queue up.

Once successfully filing these requests, the virtual assistant shall be following through with a set of procedures given by the hospitality management solution, like CiHMS. The request then gets filtered and direct to the related department to be carried out promptly. It cuts down the human labors time in delegating tasks, communications, and more. You’ll be surprised how easily these tasks get sorted out.

Virutal Assistant has become the new norm at many households, Bringing the same experience at home into hotel room shall help them settling in faster.

Bringing virtual voice assistant experience into hospitality makes guests to settling in easier in a much more comfortable way.

Room occupancy maximization

Thanks to the support of AI technology, the room rate, and room management can easily be solved, such as Insufficient room inventories and unable to optimize room occupancy to an optimum rate due to an overhauled reservation system. With machine-learning ability, AI can help hotels to be in control of targeting the ideal audiences, arrange the room reservations adequately, limit the time gap between two bookings of the same room, and lower the risk of having an empty room stand-by. Mobile friendly allows housekeeping staff to attend to room service requests quickly as soon as the guests are checking out, and update the room status simultaneously across the system easily with the cloud-based hospitality management solution, like CiHMS.

Optimize room rate and room occupancy forecast

Marketing and Sales Departments can quickly get the promotional campaign, available discounts for membership, etc on the hotel management system. The hospitality management solution integrated with AI technology shall automatically detect the price pattern, and match it with current hotel operations and labor force to start “learning” the hotel inside and out to have a hotel room occupancy forecast ahead of time. It allows the system to come up with a strategic operations plan based on the data analyzed from the campaign, and suggest the optimum room rate for guests. The system can also recommend a proper advertising campaign on social networks, one of the surging and well-loved trends in hospitality, to target and convert potential leads into actual customers.

Reports regarding room rate management generated from the machine-learn process of the AI technology can easily be found in the complete hospitality management solution, such as CiHMS. For instance, once in a while, your guests are in need of postponing their reservation due to whatever personal reason it might be, either their flights are delayed or canceled from bad weather, as soon as you update this information onto the hotel PMS, the room status shall be synchronized across the system, as well as on OTA channels. AI technology lets the hotel run short promotion packages for these outstanding rooms on all booking platforms, search engines, social networks, etc. to get this room filled as soon as possible. Make sure no room is left vacant while maximizing hotel revenue at its best.

AI boosts hotel room occupancy rate and maximize reservations across OTA channels.

AI boosts hotel room occupancy rate and maximizes reservations across OTA channels.

Be in check with the room rate strategy from the competitors, monitor your hotel pricing plan, and catch up with the trends to optimize your room occupancy and rate effectively, all thanks to the artificial intelligence found in the powerful Room Rate Management System within our cloud-based hospitality management solution CiHMS.

Personalize guest experiences

Integrating the AI in the hotel management system shall enable customers’ data such as their spending preferences and behaviors during their stay to be stored and analyzed by a set of algorithms. It may recommend guests to take a questionnaire or survey, collecting an adequate amount of information to gather customer insights and use them to deliver an exceptional personalized guest experience in their next stay like: suggest appropriate room packages within their financial budget, favorite value-added services, meal plans and more. The customers feel appreciated and well taken care of, while hoteliers can maximize their profits by successful upsell and cross-sell without being oversold.

Applying AI technology in the hospitality industry now can be found in leading hospitality management solutions on the market, like CiHMS. Be up with the innovative technology on the market and customers’ expectations set your hotels apart from the others. A step up with a future trend, and a step closer to a smart hotel model.

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Vaccine passports in the hospitality

The vaccine passport concept has gained popularity in the new normal, and become essential for any traveler in order to enter a foreign country without following through with the mandatory quarantine procedure. Ever since its first introduction, the vaccine passport has brought new light and hope to tourism and hospitality in particular, and the economics worldwide in general. In Vietnam, we have implemented the vaccine passport very early on, as the government’s efforts in reopening the border, retrieving the economy post-pandemic.

What is a vaccine passport?

A vaccine passport is a vaccination certification also known as an immunity passport for those who have had at least 2 doses of COVID-19 vaccines (according to the International health regulation on Prevention and Control of Infectious Diseases). It is a special pass that determines a healthy individual who does not contain any contagious disease and owns a privilege to obtain a travel visa entrance to a foreign country.

    Vaccine passports can be issued in paper form, card, or digitally through an app. In order to get a vaccine passport, a resident has to comply with the followings:

  • Fully vaccinated with COVID-19 vaccines
  • Negative with SARS-CoV-2 virus certified by an authorized health organization with a laboratory test of RT-PCR/RT-LAMP within 72 hrs before or a COVID-19 antigen rapid test 24 hrs prior to the departure time.
Vaccine passport under the paper form, card, or digital through an app

Vaccine passports have been introduced in recent times and receive major concern regarding whether or not it’s the ideal solution.

The benefits of vaccine passports

As stated by the ICAO’s report, the number of international passengers has decreased by 60% in 2020 compared to 2019. Many air flights have suffered through this sudden drop.

According to the UNWTO Travel restrictions report, 46 destinations (accountable for over 21% of destinations worldwide) had to close their borders and stop welcoming passengers. Which, 26 destinations have not reopened their border yet ever since the end of April 2020. 55 destinations (approximately 25% of the total destinations worldwide) have been extremely selective in opening the border up for tourism. 112 destinations (accountable for 52% of the world’s destinations) request PCR testing and COVID-19 antigen rapid test results upon entrance.

    In order to recover the domestic and international economy, apart from being in control of the current epidemic situation, applying vaccine passport brings the great benefits:

  • Accelerate the downturn of the economical industries post-pandemic. Establishing the travel and economic business exchange activities in the new normal.
  • Relaxing strict social distancing policies, resuming public services, manufacturing, and businesses.
  • Achieving herd immunity allows nations to lift all public restrictions on public gatherings, and activities.
  • Saving time, crazy expenses, and labor in mandatory quarantine procedures upon immigration entrance.
Vaccine passport speeds up the immigration process and cut down the financial burden on the nation.

Vaccine passport speeds up the immigration process and cut down the financial burden on the nation.

The disadvantages of vaccine passports

COVID-19 vaccines have been speedily administered to billions of people worldwide, the government has carefully considered acknowledging immunization certification as the key to opening their borders and resuming economic activities, relaxing the strict social curbs. The argument for implementing such has raised massive attention due to the following concerns:

Personal privacy is the trade-off?

Vaccine passports sparked the debates on being immunization proof for international travel. While digital health certificates safeguard the reopening and fast-track economic growth, valid concerns on protecting the privacy of personal health from private institutes and organizations who have been trying to process and collect these data for their own misused purposes. Upon the possible security breaches, the implementation of vaccine passports should ensure a protection measure has been kept in place.

Balancing the economic growth and COVID-19 control

Governments worldwide are in a dire dilemma of consciously protecting their citizens’ health status while struggling to salvage their economy. After countless social distancing and hard lockdown strategies, to pick up the downslope economy, the COVID-19 vaccines campaign seems to be the only way out to many countries. Nonetheless, this does not guarantee COVID-19 is controlled. The recent wake of the COVID-19 outbreak in China is putting a number of their cities completely shut down, closing all borders trying to contain and wrap up this crisis. The negative impacts of this COVID-19 wave on the China economy resulted in great disruption.

The modern form of discriminatory

Socially speaking, the vaccination certification helps to accelerate the economical aspects such as retail, hotels, tourism, manufacturing, etc. However, it somewhat unintentionally creates a two-tier society based on individual health choices. A vaccine passport is subject to indirect discrimination, granting the liberty of travel and public availability to the one who is certified. Governments in developing countries have been racing against vaccine coverages, trying to minimize this invisible discrimination. Meanwhile, in underdeveloped countries where the vaccines supply is moderate, this unspoken discrimination might last for some time.

The current COVID-19 vaccines supply has been a burden, resulting in the uneven distribution of COVID-19 vaccines around the world. High GDP countries are having the “priority” to get vaccinated compared to others, granting their citizens the freedom of travel and access to public facilities promptly, making the discrimination prominently clear. Although it’s a temporary matter, this issue has become a political issue in the US, receiving backlash from the medically vulnerable group of people.
Vaccination Passport Expiration Date barriers

Apart from being discriminating, the expiration date of vaccination certification has been announced while the world is still deep in the argument about the 3rd booster dose. It created an invisible barrier for not only the international travelers but also imports & exports, airplanes, shipping, etc. industry as well.

Tourists have to pay expensive fees to complete laboratory lab test if the regulation on 270 days ‘till expiration of the vaccine certificate is passed despite which type of vaccines they took.

Indirect discrimination is triggered upon vaccine passport implementation.

Tourists have to pay expensive fees to complete laboratory lab tests if the regulation on 270 days till the expiration of the vaccine certificate is passed despite which type of vaccines they took.

Tourists have to pay upfront multiple laboratory lab test fees to get their vaccine passport renewal once the regulation on 270 days expiration of vaccine passports is passed despite whichever vaccines you took. After the 2nd dose of COVID-19 vaccines or COVID-19 Recovery certificate, tourists are allowed to enter those countries’ accepted vaccine passports program with a negative result of COVID-19 testing, 72hrs before entry for PCR testing, and 48hrs prior to with COVID-19 antigen rapid test.

Ms. Jenny Southan – the Founder and CEO of Globetrender – a forecasting travel trends company said: “Vaccination expiration date has negatively affected the tourists’ mental state. While the economy is experiencing a downturn, this definitely is not a smart move”. She strongly stated the more tricky and complicated traveling documents get, the slower the tourism and hospitality recovery in the year 2022.

Vaccine passports in Vietnam

In Vietnam, a vaccine passport is only accepted for those who are vaccinated with approved doses by WHO (World Health Organization), the FDA ( the United States Food and Drug Administration), the EMA (European Medicines Agency), and the Vietnam Minister of Health emergency approval guidance – said Ms. Le Thi Thu Hang – the spokeswoman for the Ministry of Foreign Affairs in a press conference on October 10th, 2021.

Ms. Hang believed vaccine passports are a feasible strategy to actively restart the national economy. The Ministry of Foreign Affairs had collaborated with the Ministry of Health to publish temporary guidelines and instructions to approve vaccination certification and COVID-19 recovery certification for foreigners, and announce these approval forms to 44 nations and territories.

Starting out with piloting vaccine passports for international tourists to green-zone tourism destinations.

Vietnam vaccine passport is accepted in 19 countries around the globe.

The Ministry of Health had issued an official form and procedure for issuing the vaccine passport, effective on December 20th, 2021. Vaccine passport certification shall be encoded into QRcode, which will expire within 12 months after the initially created day. The government had approved piloting international tourists using a vaccine passport to enter Phu Quoc and Kien Giang Province at the very beginning of this program, then expanded to the rest of the nation later on. Vietnam’s vaccine passport has been approved in 19 countries across the globe including Australia, Belarus, Cambodia, Egypt, India, Japan, Maldives, New Zealand, Palestine, the Philippines, Saint Lucia, Singapore, South Korea, Sri Lanka, Turkey, the United Kingdom., USA, Iran, and Malaysia. Vietnam also loosened their entrance COVID-19 testing requirement by accepting vaccine passports with a PCR negative 72hrs before the departure time or a 24hrs negative result of COVID-19 antigen rapid test.

Travel post-pandemic comes with both opportunities and challenges for all businesses. In the competition for a market share of international tourism during the “living safely with COVID-19”, you’ll miss your chance of being one step behind the others. The vaccine coverage has rapidly escalated over the last quarter, Vietnam has officially opened its international tourism as of March 15th, just in time for the neighboring countries to reopen their tourism again. The opportunity cost of hesitating at this phase is way above our head, narrowing the economic growth in the long run.

The acceptance of vaccine passports globally has opened up a new era post-pandemic. This encourages travelers to favor the contactless trend, Staycation trend, wellness travel trends to the nature-oriented areas/countries, etc. Hoteliers have to continuously keep up to date to stay afloat, ready to transform and adapt to the new normal. CiHMS – the ultimate hospitality management solution for your hotel will help you “stay in the game” – ready to rock the upcoming travel season.

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AI technology in the hospitality

AI technology was first introduced and presented at The Dartmouth conference in 1956. At that time, Businesses had not realized yet the importance of AI technology in business and operations due to its lack of versatility and simply under development. Forward to now, the interest in AI has grown uncontrollably and has been applied liberally in various industries, especially the tourism and hospitality industry. How does AI technology fit in the spectrum of hotel tech in reality? Can AI possibly replace humans completely in the hotel sector? Let’s dive into today’s blog and get this sort out with CiHMS.

What is AI technology?

AI stands for Artificial Intelligence, which is a huge range of computer science, specializing in researching and building smart machines capable of carrying out tasks that require human intelligence to do so. Therefore, it can learn, memorize and make decisions like a human being. The core element of AI technology is machine learning and big data. A few examples of AI in our daily life that we might not recognize as Siri, Alexa, email spam filters, Netflix’s movies recommendations, etc.

We have been using AI technology on a daily basis without knowing it.

AI technology has been surrounding human beings for the last decades without us acknowledging it.

Why does AI matters?

Since the epidemic outbreaks all over the world, Vietnam has been dealing with ongoing impacts on economics and social well-being. The tourism and hospitality industry has been hit the hardest, struggling to stay afloat. According to statistics on total tourism revenue from 2008 to 2020 according to the Vietnam National Administration of Tourism, the industry obtained roughly 637.00 trillion in 2008 with a growth rate of 17.7%, by 2020 we only reached 312.00 trillion, experience a negative growth rate of – 58.7%, a significant drop. Based on the Institute for Tourism Development Research (ITDR) report, the total revenue for the first 10 months of 2021 was at 138.150 billion VND, a huge decrease of 45.42% over the same period in 2020.

Hotels were shutting down as the result of the social distancing curbs across the country, hardly meeting 20% occupancy compared to the previous period. As a matter of fact, even well-thought-out plans and scarcity marketing policy such as half-price room rate promotions, buy 1 get 1 extra night off for free, etc. didn’t seem to work out. Hoteliers had to come up with budget cuts and excessive laying off to survive through the pandemic. Consequently, the labor shortage has become a major issue for the industry alarmingly. AI technology has become the optimal solution amidst this chaos.

Ngành khách sạn đang đối diện với khủng hoảng nhân lực trên toàn cầu, công nghệ AI góp phần giúp nhân viên khách sạn tối ưu các công việc với nguồn lực có hạn.

Contributing to relieving the labor shortage crisis, AI technology has helped hotel employees to executive tasks in a much shorter timeframe.

Thanks to AI technology, your front desk shall no longer have to be hesitated among welcoming a long-line of guest check-in, picking up the disturbing phone ringing, determining whether or not to answer the series of questions from the guests standing by, or your colleagues. All the phone calls shall be routed to the relevant departments based on the algorithm of past phone calls. Guests can proceed with online check-in right at the phone and skip the front desk. All housekeeping requests are synchronized across the system. Perspectively, with AI technology as a back-bone, hotels are getting very close to the smart hotel model – the ideal hotel model of the future.

The downside of AI technology

For the last decades, AI technology has rapidly improved with outstanding breakthrough innovations. However, it’s far from perfect as many have believed. With a group of complex algorithms and deep machine learning, AI still has its flaw and is completely unavoidable. On top of that, the financial burden of implementing AI technology in your business operations is critical. To allocate expenses effectively and leverage between an investment with cost in this sensitive is crucial to any hotel business.

Applications of AI in the hospitality

AI technology is mostly found in the smart hotel model such as:

  • Robots: giving directions, answering frequently asked questions from the customers, delivery room services, and laundries as necessary. Robots can be used as the janitor to eliminate direct physical contact with hotel employees amidst this COVID-19, ensuring guests feel safe and confident.
  • Facial recognition technology at the check-in counter, automatically complete the process, earn access to the restricted areas of the hotel without a card key.
  • Order contactless through QRMenu – digital menu, easily adjust, proceed with the payment, and give out feedback right on guests’ mobile devices.
The future of FnB - powered by AI - QRMenu makes digital orders possible, available right on guest devices.

Ordering through a digital menu is now possible with QRMenu, powered by AI technology.

  • Forecast room and occupancy rates correctly to come up with appropriate strategic plans to maximize revenue and profits.
  • Analyze guests’ data to elevate their experience on future stays.
  • And more can be found throughout hotel operations that CiHMS shall go into more details in the later blogs.

In short, AI technology exists in various shapes and forms in the hospitality industry. AI is no longer a trend, it has become a part of the industry operations. This technology has been cleverly integrated into numerous hospitality management solutions on the market, such as CiHMS. Featuring all of the above, the cloud-based hospitality management solution has been solidly trusted by our customers and implemented on over 40+ hotels for less than 1 year of launching. Thanks to its high reliability, safety, and security, CiHMS has delivered exceptional growth for hotels’ revenue and performances. Interested in our solution? Contact our consultants to dig a bit deeper into CiHMS.

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Pre-check-in: Skip the queue

The technology revolution had allowed the hospitality industry to evolve and transform completely from their traditional operation model into a personalized seamless customer-oriented experience, starting right when the customer journey begins. The epidemic has sped up the implementation process as well as the intervention of customers’ acceptance, opening a new chapter of the contactless era in hospitality. A digital check-in has become a new normal, an imperative in complying with the strict hygiene and distance regulations post COVID-19 while allowing hotels to understand their customers’ preferences pre-arrival.

Pre-check-in gives guests in flexibility in the check-in process.

Pre-check-in allows hotels to comply with strict COVID-19 regulations on distances and hygiene while making customers feel safe and secure.

How does pre-check-in actually work? Why isn’t pre-check-in frequently offered enough? Are you planning to introduce this technology to your property? Let’s cut the queue and dive down into what this technology is really made of.

The ultimate guide to hotel pre-check-in

Hotel Pre-check-in, what is it?

Pre-check-in allows the hotel guests to proceed with their check-in process on their mobile devices prior to their arrival. Hotels usually activate the pre-check-in functionality on their app 24 hours ahead.

Guests can automatically proceed online check-in anywhere anytime 24hrs before the check-in time.

Hotels can activate pre-check-in functionality on their app 24hrs ahead.

Pre-check-in is the latest feature developed for our CiHMS Guest App, a part of our CiHMS PMS. We specially designed this functionality to simplify the checking-in process for staff while offering guests the flexibility to handle the check-in in whichever way they indulge.

Guests have to fill in their contact details, their reservation information and provide personal identification documents. A full-face selfie can be mandatory for verification, it automatically syncs this data to the guest profile on the hotel’s database and enables guests’ facial recognition as soon as they arrive at the lobby.

Depending on the hotel’s preferences and policies, guests can also select the desired vacant hotel room, early check-in or late check-out request, luggage storage payment, other added-value hotel packages such as spas, meals, city tours, etc. A medical declaration can be submitted in this process by attaching your vaccine passports or government-approved vaccination documents (green card certification issued by PC Covid).

Guests can submit their medical declaration right on the app with pre-check-in feature.

Your guests can submit their medical declaration right on your hotel app thanks to the latest Pre-check-in feature.

Once completing the check-in procedure, guests may receive their room’s number and digital room key right on their app’s confirmational screen, or choose to pick up their room key physical card at the front desks. Many hotels prefer not to offer guests room numbers until they physically make it to the lobby, in order to give flexibility to their rooms’ allotments.

What are the benefits of pre-check-in?

Your guests just love it

A Data-Driven Look at Hospitality’s Recovery in 2020 report had shown 71% of consumers are more likely to stay in a hotel offering self-service tech. Imagine after the long commute to your destination, the last thing you would want to do is get in line and do all the paperwork onsite. Not ideal for anyone in particular. Say goodbye to the long busy waiting queue at the front desk, get instant access to the hotel room upon arrival. It’s definitely convenient.

Quick online check-in is available for guests to proceed the procedures flexibly.

Online check-in gives guests the freedom and comfort of checking in at their own pace.

Hotel staff adores it

The pre-check-in reduces the administrative workload for the front desk staff tremendously, much faster with group pre-check-in. A pre-check-in functionality integrated into your hotel PMS, like CiHMS deliver reliable automation, smooth synchronization, and alleviate labor shortage issue with delightful traveler’s experiences. Guests are asked to provide their expected arrival time, which allows hotels to better plan and allocate hotel staff’s availability to welcome guests.

Improving customer relationship

As the pre-check-in has done the majority of the work, like collecting guests’ ID, contact details, booking information, etc., your staff can focus on connecting with the customers at a much higher level, taking time to actually understand their personal needs and expectations, overall, better cater to your guests with exceptional comfort.

A great way to upsell or cross-sell

Guests might be skeptical during the booking process where they often compare prices, features, hotel services before making the final decision. However, they are most inclined to purchase a room upgrade, spa treatments, city tours, pick-up service, set meals closer to their arrival date. The decision-making can proceed much faster at home rather than at the busy front desk.

Social distancing compliance boosts guest confidence

Pre-check-in is the perfect solution to keep your hotel in check with the social distancing regulations. It limits physical person-to-person interaction to a minimum, making guests feel safe and secure. Hotels might integrate contactless/cashless payment or facial recognition technology to take this up a notch. With a cloud-based hospitality management solution like CiHMS, this can easily be done.

Thanks to pre-check-in feature, hotel app can proceed cashless payment right on the platform easily and comfortably.

With Pre-check-in, guests may proceed cashless payment with facial recognition technology integrated right on the hotel app.

Any disadvantages to putting into reconsideration

Less human contact and interaction

While the advantage of pre-check-in is allowing guests to feel safe and secure by avoiding physical contact with hotel staff altogether, it can’t help create the invisible untouchable personal bubble surrounding guests throughout their stays. For business travelers, things can be tough as they have been used to communicating and exchanging stories with hotel employees on their trips in the past. Many would prefer the traditional check-in process, as they truly enjoy human interaction.

Unstable internet connection

Similar to any hospitality contactless technology, it is required to have sufficient good quality internet coverage across your properties. Otherwise, the cloud computing hospitality management solution won’t be synchronized and unable to work properly. Making sure no internet disruption and an outage is significantly important in implementing pre-check-in technology.

New software investment and comprehensive training for the front desk

Your current hospitality management might not offer pre-check-in functionality, merely because they haven’t started with the development yet. Looking out for a new pre-check-in software installation might be messy, expensive, and simply insufficient for your current hotel operations at the moment. Leveraging whether this upgraded feature is worth the process.

Should you or should you not?

Pre-arrival is an essential touchpoint in the customers’ journey. It happens to be the first impression guests have of your hotel even before they get there. Offering guests, a pre-check-in service shows your efforts and intentions in delivering complete customer satisfaction and tapping in personalized customers’ experiences proactively.

Hospitality is known for its competitiveness, if you fail to keep up with the comparable competitors in the area offering the latest technology there is, most likely, your guests will choose them over you in a heartbeat. Being a highly customer-centric industry, adopting innovative technologies to deliver experiences that your customers are happy with, as their demands grow. In the wake of the COVID-19 pandemic, pre-check-in technology allows the hospitality industry to embrace safety measures to protect guests from any unexpected harmful threat while comfortably enjoying their stays.

It might surprise you how easy it is to get started with pre-check-in. There is a wide range of hospitality management solutions offering this feature as an added feature in their system. Ask your hotel PMS providers for this option, or contact our team to book a demo to discover the possibilities of contactless pre-check-in for your hotels.

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Social networks trends impact the hospitality industry

Up to February 2022, mobile users worldwide have reached 7.26 billion users, accounting for 91.62% of the world population. 4.15 billion are currently active on their social networks with an average usage of 145 minutes per day. The high usage tendency has proven its impact on travelers’ decisions through the social network, setting itself as a new influential trend in the hospitality industry. Hotels have been adjusting their management to take advantage of this social trend by promoting their marketing campaign. Then, where to start and how to grow your audiences on social media to effectively boost your hotel’s revenue?

Social trends has transformed the hospitality industry inside and out.

The growth of social trends in hospitality is invincible, driving sales and revenues like never before

Connecting people through social network channels

According to the Digital 2021 October Global Statshot Report done by We Are Social and Hootsuite, the social network users have gained 400 million users, which is equivalent to 9.9% growth in the last 12 months to exceed 4.55 billion users in October 2021. In Vietnam, there were 68.72 million Internet users national wide, making up for 73.7% of the nation’s population who have been frequently active on their social networks.

Blogs, pictures, and short clips on travels have been favored and shared proactively over any other materials found on Instagram, Facebook, Tiktok, Twitter, Youtube with recorded views daily. The keyword safe travel becomes a popular trending keyword, receiving a decent high search volume over the past year due to COVID-19 pandemic impacts. Taking the social networks in the right direction and setting goals dedicated to hotels’ marketing campaigns in order to approach the potential target audiences naturally, connecting their customers with their brand on an emotional level, building the brand awareness that they trust, love, and believe can ever be easier.

Being online is the native of the millenials. Approach them through social networks is much easier for hotel to carry out compared to the baby boomer generations.

The millennials are constantly online to feel mentally connected with others. If hotels know how to approach them through social media networks correctly can win their trust and loyalty.

The power of hashtags

The hashtag is a metadata tag prefaced by the hash symbol #, which is used as a filter system to categorize and arrange related post content accordingly to the user-generated tagging system. Taking advantage of this feature, it is suggested that hotels should consider including hashtags in each social media post while encouraging guests to share the hotels’ hashtag in their personal posts every time they mention the products/services/experiences at the hotel. This is particularly useful to increase your brand awareness. For instant, your hotel starts out with the obvious hashtags to promote your brands, such as #CiHMS, #hospitalitymanagementsolutionCiHMS, or #CiHMShospitalitydigitaltransformationsolution. Once you generate an adequate number of posts with the above hashtags, your hashtags will surely show up when users start typing related hashtags to yours, such as #hospitalitymanagementsolution, the hashtag #hospitalitymanagementsolutionCiHMS definitely shall be suggested to the users on the search box autocomplete dropdown.

Promoting the hashtags among your customers can be easily implemented with genuine marketing or promotional campaigns. Ask them to share their stays, experiences, their favorite place/ services about the hotels with the hashtags to receive added value services in return such as spa vouchers, free room upgrade, free lounge access, etc. These campaigns help approach various customers segments that would be interested in your hotels. Making these hashtags consistent across the social media channels would be a big plus inputting your hotels on the map, becoming searchable, and showing your brand’s authenticity, a personality that your customers can actually relate to.

Using a unique hashtag across your social channel to yield the best results in certain timeframe.

Be consistent with your hashtags to maximize their effectiveness

Aligning your brand with a social cause campaign

Competition has always been challenging for any business, especially in the hospitality industry amidst this recovery transition phase post-pandemic. To stand out and gain competitive advantages, many hotels strive big, support building a good cause campaign for the community. The one that’s well thought out will eventually help to drive brand awareness, gain customers’ affections and loyalty toward the brand. A social cause campaign also improves brands’ interactions with customers, brings in followers and subscribers that share the same interests with your business. A successful and effective social cause campaign ultimately helps generate leads and boost your brand’s conversion rate spectacularly.

Influencer marketing on social media

Influencer marketing is also a form of word-of-mouth but takes place on the social network platform. If in the past, breaking news usually only spread in a small area of your town through your chatty neighbors, thanks to social media, the news can travel at a much faster speed throughout your city or nation, depending on your initiatives.

Although it is controversial, undeniably influencer marketing is remarkably effective. Social influencers have gained exponential credibility, authority, and potential in reaching a large audience for a short period of time. The influencer can promote not only your products and services but also your brand identity. Consider collaborating with a travel blogger, who is willing to share their real experiences at your properties: personalized hotel room tour, in-room services, dine-in menus, the foods and drinks quality reviews, the current events that are happening within the hotel and the surrounding neighborhood.

Furthermore, these influencers – Youtubers, Tiktokers, and KOLs have actively had their own unique followers base, the majorities are the millennials and Gen Z, the biggest two customers segments in tourism and hospitality at the moment. If you decide to go with high engagement rate influencers, you’ll be sure to reach the individuals following that given influencer non-intrusively. It allows the customers to perceive hotel experiences from a personal and interactive approach, breaking the traditional hotel marketing strategy and empowering to influence your target customers’ travel decisions.

Understanding your audiences to choose the influencers’ profile match with your marketing campaign.

The appropriate campaign and the right influencers deliver many drastic economic benefits to businesses.

The takeaways from influences marketing

  • Draw qualified leads from the influencers’ followers base, the quick buzz for your brand identity, get people to dive deeper into the actual services and products your hotel is providing.
  • Pick your influencers wisely, as their impression affects your hotel brand’s image and credibility.
  • The safe attempt at crowd effect generating from influencers marketing to shape your brand marketing campaign.

The holdbacks of influencers marketing

  • The unexpected scandalous issue that happens with your influencers during the campaign might hurt your brand’s image deeply, some have faced serious boycotts against hotel brands.
  • Always double check your influencers’ statistics, look at their followers’ audience to determine whether or not it fits your brand target audiences, or face the waste of ineffective campaign setup.
  • Collaborating with a number of influencers to create diversification in content, reaches out to a much bigger base of followers instead of sticking to only one influencer with the repeated content style might end up boring your audience.
  • It’s indeed a risky marketing strategy with a big budget.
  • Hence, using influencer marketing methodology effectively, hotels have to be selective in choosing credible influencers, leverage on the prospective customers, the economic returns, competitive advantages that come with the campaign. In any circumstances, being legally binding among parties is extremely important to eliminate any possible risks, ensure quality delivery and commitment from the influencers.

Hence, using influencer marketing methodology effectively, hotels have to be selective in choosing credible influencers, leverage on the prospective customers, the economic returns, competitive advantages that come with the campaign. In any circumstances, being legally binding among parties is extremely important to eliminate any possible risks, ensure quality delivery and commitment from the influencers.

Social trends have crept their way into hospitality to drive constant growth, changes, and impacts on the way hotels innovate their brands and gain the customers’ trust and loyalty. This digital strategic shift opens plenty of opportunities for hospitality to expand its customer base when it’s done right. Occasionally, CiHMS also came across our customers regarding the current social trends and how to get everything started properly. Improving your guests’ experiences, optimizing tel operations efficiently with powerful and cutting-edge technology is definitely vital, worth investing in, and our All-in-one cloud-based hospitality management solution – CiHMS have all your backs.

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QRMenu – The future of FnB

Contactless technology has altered the hospitality daily operations landscape completely, while has become the main reason behind the resurgence of QR code technology during the epidemic. According to – a link management service, QR code downloads have soared 750% over the last 18 months. It has been contributing a great share in minimizing the inevitable ordering workload for the hospitality sector. Digitalize your restaurant, spa, and room services’ menus with a scannable QR code in just a few easy steps. Thanks to the new update of the POS – Food And Beverage system in the cloud-based hospitality management solutions – CiHMS: the QRMenu would allow you to turn the fancy above into reality. How does it work and how to get this technology implemented at your business today? We’ll get you all covered here in this blog.

A recent feature upgrade for the POS - Food and Beverage system in CiHMS ultimate hotel management system.

QRMenu – a great updated feature of the POS – Food and Beverage system in the ultimate hospitality management solution – CiHMS.

What is QRMenu?

As its name might have given it all away, the QRMenu practically is a digital menu that you can access via a scannable QR code with your mobile phone. If you have not familiar with QR code or Quick Response code, it is the square matrix barcode, invented almost two decades now by a Japanese automobile company.
Starting to come back around hotels and restaurants ever since the COVID-19 pandemic crisis hit, the scannable QR code helps to prevent the risk of spreading infection and reassure customers’ hesitancy and doubts in the physical dine-in experience. The QR code could be printed right off the printers as you wish, then stuck on tables, front desk, or just anywhere hoteliers see fit. Customers can easily get directed to the hotels’ menu, make orders, pay, and submit feedback – a massive step-up from your standard paper menu version.

The bright sides of QRMenu

Plenty of benefits the QRMenu brings into the pictures that are hard to miss out on:

  1. Quick modification and high versatility: By replacing with a digital menu, restaurants can add/remove a dish on the menu without re-printing the menu all over again. The perk of having a digital menu means you can do everything digitally: changing the price tag during the day, locking in a promotional price for a certain period, or having a varied menu for breakfast, lunch, dinner is also possible.
  2. Unique and creative marketing tool: Allows hoteliers to be creative with their menu design layout and force them to test out which layout brings their best conversion rate. This sounds outrageous but is not. Play out different types of design on your menus, move sections up and down and see what best serves your business. Be bold with promotional campaigns and discounts on your menu with flashing titles, colors, and fonts.
  3. Sustainable hotel technology: Yes, indeed! The QRMenu is, in fact, contactless technology and contributes its big share in promoting the hotels to stay in check with the sustainable hotel technology. Guests go through a complete contactless experience using QRMenu: from scanning the QR code to receiving their orders.
    Keep up with the contactless technology with QRMenu, bringing an absolute contactless dining experience within your fingertip.

    QRMenu is a form of hospitality contactless technology, that helps stop the spread of infection transmission for guests and employees.

  4. Being actively eco-friendly and cutting expenses: QRMenu eliminates the paper menu off your hotels’ system entirely. No more printing or re-printing a menu seasonally or per promotional campaign. Imagine how much paper and money a digital menu can save a hotel throughout the year.
  5. Cutting down the ordering wait-time: Customers can take their time to decide what to order while waiting in line before the event gets seated, especially for a big group of customers. Hoteliers can enable guests to make orders upon access, streamline your hotels and restaurants’ operation from table to the kitchen, accelerate the speed of service, enhance guests’ experience and maximize employees’ performance, cutting out any recessive workflow.
  6. Accumulative big data: Receiving an overwhelmed source of data daily as a reminder for hoteliers have to start taking advantage of them. Keep your data analyzed and “upgrade” your menu accordingly to meet your customers’ expectations. Just as Bo Peabody, co-founder and executive chairman of Seated, had shared: “If you run a restaurant that doesn’t take reservations, you don’t know who your guest is until they pay. What the QR code might allow you to do is learn who that guest is right when they’re sitting down.” The bottom line is QR code helps you to grasp your customers’ insights without the need to spend thousands of dollars on a market research project.
  7. A solution to hospitality labor shortage: QRMenu lets hotels and restaurants operate at a much faster pace with fewer employees – Toast CEO Chris Comparato also agreed. No more taking-order tasks; leave these time-consuming tasks to your customers.

How to set up the QRMenu?

First thing first, you have to set up your hotels/restaurants’ menu beforehand. This part can be both fun and tricky. A Digital menu grants you the power to be creative while staying informative. Going with the classic design or bold typography, selective food dishes photography, or a full-on photographic menu featuring every dish there are on the menu? Should the hotel have different menus for breakfast, lunch, and dinner? Or should they only have an All-day menu? They are all up to you but remember the first impression matters. Test the water and see which one works best for your business. Embrace the beauty of a digital menu.
QRMenu is an upgraded feature recently in CiHMS – the POS – Food And Beverage system, enabling hotels and restaurants to actively generate a unique QR code for each table or room separately at the properties, giving their guests instant access to hotels/restaurants’ menu, from which they can easily make orders at their own pace.

To generate a QR code, hoteliers have to specify which table/room this QR code is for, in the respective fields, including its floor number, the area, and the table’s current status (active/inactive). Upon completion, a QR code can be printed out and stuck on the location where it was created. It is literally all it takes.

The flexibility of QRMenu is impressive. You can configure your guests’ access solely to one specific menu, or different menus depending on the time of the day with just only one QR code or create different QR codes for each menu (breakfast/ brunch/ lunch/ dinner), and allow your guests to fill in their table number themselves.
QRMenu for room service works on the same principles. However, to reduce the excessive work on printing a different QR code for each room, big chain hotels would uniform the same QR code throughout and have their guests declare their room number before proceeding onto the ordering section.
The downside of QRMenu

Poor connection services

Understanding the fundamentals of how QRMenu operates, you might have come to realize that this functionality won’t work without a stable Internet connection. If you are committed to getting this QRMenu installed, please be mindful of your properties’ network. Opt for better Internet infrastructure, which shall be beneficial in the long run, an investment you certainly wish to invest in sooner.

Internet infrastructure plays a vital role in making contactless hospitality technology possible in practice.

Having a stable internet connection in place brings long-term benefits to hotels.

The power of habits

The other cons QRMenu might face is the customers’ reluctance to change. Young consumers or millennials are willing to accept and adapt to new technology innovations. Generation Y has been slowly redefining the hospitality industry, despite the older generations – the baby boomers are skeptical toward recent trends and resist taking the acceptance.

“People have different levels of digital comfort. Some people will prefer and enjoy the QR code and using the phone, and others will rather have the traditional menu.”

– CEO of Dine Brands, John Peyton.

QR code has regained its popularity ‘til recently after being snoozed for almost a decade. The new normal has ushered the hospitality industry to proactively implement sustainable hospitality technology to step out from traditional operations to explore and discover the possibilities to bring customers back in. Apart from QRMenu, there is plenty of other sustainable hospitality technology for hotels to look at. This is nowhere near the perfect solution for all businesses, though it’s pretty close.

The contactless era has already arrived, don’t stay behind! Train your staff well, encourage your customers to engage, and recognize what they have been missing out on all along. Interested in QRMenu and would love to see a demo? Contact the CiHMS team for a detailed consultancy on the product.

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Millennials travel trends redefine the hospitality in 2022

The millennials are considered a typical generation in initiating trends and remarkable milestones. This demographic segment accounts for the major spending expenditure in the tourism industry, willing to pay the extra miles in exchange for the taste of memorable experiences instead of material things. Determine the millennial travel trends shall benefit your hotel operations in better tailoring to their needs and retaining these huge customers segments long-term. What are the travel trends of the millennial generation this 2022, then? Let’s discover them with CiHMS in today’s blog.

Meeting expectations of the millennials is very important to retain this special customers segments - the largest customers with big spending in travel and hospitality.

The millennials are one of the biggest customers segments worldwide, especially in the tourism and hospitality industry.

Who are the Millennials?

The Millennials (also known as Gen Y) are those born between 1981 to 1997. This demographic has fast become the major part of the world population recently, making up for 27% global population, approximately 2 billion people, and roughly 38% of the Vietnam national population, according to the population research done by Pew Research center. The World Economic Forum defines the millennials are those born between 1980 and 1994, about 1.8 billion millennials worldwide, roughly making up for 23% of the world population. This generation has been exposed to revolutionized digital devices, online resources, and ever-changing social networks. By 2020, 50% of the global workforce and purchasing consumers goods or services are the millennials (based on an analyst from Bernstein).
United Nations World Tourism Organization (UNWTO) believes the millennials are the emerging golden generation and the most potential demographic that the hospitality industry should pay close attention to. Passionate about travel, the Gen Y travelers shall reach nearly 300 million travelers annually, and take at least 35 days per year to travel. The high satisfaction of customers service is the important key factor to Gen Y’s loyalty.

The golden generation - the millennials are those born in 1980s - 1990s without an exact end and start numbers.

They were born in the radical technological evolution, get in touch with technology at a very young age, generation Y doesn’t share the same customer characteristics with any of the rest.

Mobile devices and social network orientation

Being digital natives, millennials are tech-savvy at heart. Always on the hunt for new destinations, have their itineraries, ideal accommodations that they shall be visiting on their next trip. Up to 74% researched their trip, 87% of millennials used Facebook to inspire their booking, and over 50% used Twitter (reports generated from Condor Ferries). They search for it to believe it. 97% of millennials confess they share their travel experience on social media. 2 out of 3 would post about it at least once a day.
Understanding Gen Y surfing habits enables the hotel’s marketing department to easily identify and approach this particular target segmentation through the social networks’ platform, to convert leads and maximize their sales revenue. Providing exciting and unique experiences is the essential sales point to attract these demographics in purchasing your added-value products and services during their stays. Encourage them to share on their social media in exchange for vouchers and other free services also a win-win option for hotels to look at.

Take advantage of the millennials being tech-savvy, hotels should approach these segments actively via social networks platforms and other online resources.

Millennials grow up with mobile devices. Being on social networks daily has become an irreplaceable habit. Making them feasible targeted segments for hotels.

Several hotels have been giving away complementary services, promotional products, group discounts, etc. to further upsell the millennials targeted group. Getting the exposure the hotels need to the target customers’ friend circle, at such a lower cost ongoing mainstream and broad social posting advertisement. Exceeding the customers’ expectations while optimizing hotels’ operational expenses.

Experiential travel

If Baby Boomers (the previous generation before the Millennials) strongly believe travel is outrageous to overspend for indulgence, it’s understandable as they entered their childhood amidst national economic decline; the millennials enjoy travel as a crucial and irreplaceable part of their daily life. Travel brings invaluable benefit to the soul and mind, and merely priceless. Millennials yearn for the true experience, the chance to rediscover themselves, to relieve stress after burying themselves in deadlines and projects, to rejuvenate their energies, set themselves back to balance, ready to come back to their normal life.
An Expedia survey has found, 74% of millennials are happy to spend on travel experiences rather than material things. 58% prioritizes hotels with full services, while 35% seeks luxurious stays at premium hotels and resorts. Only a minor prefers to stay at Airbnb accommodations are millennial travelers with kids. This reassures gen Y craves experiences over anything else. By providing immersive accommodations in various levels of personalized experiences: from adventurous to discovery, and finding your inner-self, hotels leverage their services to accustom to all the Gen Y customers.
The millennials focus on making a difference rather than receiving corporate and generalized hotel stays. They embrace local lifestyles, traditional dishes, music, and crafting experiences.

Prefer experience over material things, millennials are seeking for the

Enjoy the cultural, adventurous, and sentimental experiences rather than corporate and organized tour packages, millennials are keen on experimental travel.

Environmentally conscious

Generation Y seems to be the pioneer in leading the sustainable travel trend. Highly responsible for the surrounding environment, they prominently support businesses revolving around sustainable operation models. Especially in Tourism and Hospitality lately, these two industries have been called out to actively up their game in turning “greener” with the community.
This explains why the sustainable travel trend has made such remarkable impacts. In many countries around the world, as well as in Vietnam, the governments have put in their side of the efforts to promote the sustainable trend, making a positive influence to engage the tourism and hospitality industry take on the “greener” path. Thanks to modern technologies, seamless integrations, and functionalities aiming to make the smart hotels‘ transformation possible to existing hotels facilities without the hassles of remodeling. Up to 73% of millennials lean toward eco-friendly hotel models as their preferred accommodations for their next trips.
The millennials’ impacts have been brought into tourism in general and the hospitality industry specifically is undeniably compelling. It helps redefine and reshape the hospitality industry for the year 2022 and more to come, with the majority of customers being the millennial generation. Keeping up with the latest trend to adjust hotel services with a touch of technology, while being personalized to each individual shall help retain this most potential customers segments for the long-term.

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Travel trends in 2022 – the hospitality outlook

The tourism industry is at its turning point coming into the year 2022. In 2020 and 2021, when the pandemic hit, the travel industry had almost shut down around the world. Back-to-back social distancing policies and travel restrictions have been applied to ensure public health during the epidemic season. Many tourisms promotional activities have been implemented to adapt to the new normal through a deep understanding of customers’ insights. As a result, the majorities are sharing the common ground, trying to “make up” for the lost time by seizing every possible opportunity available within their budget, contributing the share on initiate new travel trends in 2022.

The most popular travel trends in hospitality for the year 2022

The most exciting year of hospitality 2022 is filled with popular travel trends.

Big group travel

A recent study from the Ecole Hôtelière de Lausanne (EHL) in Switzerland, one of the world’s top 3 prestigious hotel management universities, showed that an increase in consumer awareness toward the surrounding environment had created new opportunities and new trends, especially the sustainability, health, and well-being travel trend.

After closing borders internationally worldwide, the year 2022 has recorded the rising demand for independent travel. EHL Associate Professor of Finance, Dr. Philippe Masset, expects the same thing, observing that the need for independent travel surpasses, particularly interesting since the pandemic has fueled this trend. This consequently boosts the big group travel trend-forward, grouping the independent travelers with the unique benefits of the big group trend:

Instead of solo travelers, big group travelers have recently been favoring as a reunion of long missed friends and family members due to recent lockdowns.

After two years of continuous lock-down around the world, extensive group travels have been preferred in the tourism and hospitality industry.

Personality changes

Group travel fits travelers who have easy-going lifestyles. Group members learn to take things lightly and get along with everyone around them. When participating in such trips, you shall likely adapt, adjust your personality, social life to become more outgoing, active, and vibrant.


Traveling in large groups is budget-friendly. The more members your group has, the more efficient your budget is. From transportation fees, hotel accommodation fees, meal fees, discounts are usually offered on many purchases, including incentives, discounts, and gifts.

Improvement in communication skills, experiences gaining

Each member in the group contributes a different feature; making connections among members can be an exciting process. Traveling in a big group helps individuals excel themselves, step out of their comfort zones, exchange experiences and emotions, and learn and help each other throughout. In addition, each individual gets to improve their solidarity to be reliable companionship and the spirit of sharing.

Business travel resumes

The ongoing discovery of Delta, Omicron variants, and so on creates unspoken barriers in the tourism fields in general and the hospitality industry in particular. However, travel experts said they remained optimistic that business travel shall pick up strongly as early as the beginning of 2022.

The demand for business travel has escalated quickly for the first quarter of 2022 has brought such joy to the hospitality industry.

One thing for sure is business travel shall take over the hospitality by storm.

Christopher J. Nassetta, the president and chief executive of Hilton, had shared last month, “People have to meet [but] it takes time to plan it.” So after the challenging year of 2021, we have been planning carefully, with even a backup plan on hand.

The airline and hotel industries have always been heavily reliant on business travel, which has accounted for a significant portion of revenue due to last-minute booking and willingness to pay outrageously high for specific-hour flights and accommodations.

According to World Travel and Tourism Council forecast on the business travel market shares for 2022 shall meet two-thirds of the revenue before the pandemic in the recent survey and forecast on market demand in 2022.

Bucket list destinations checking off

Every trip got delayed and canceled due to the pandemic. Everyone has been coming up with their version of the all-time favorite bucket list destinations, which list all the places and countries they have to visit at least “once in a lifetime.” Setting the vacation goals with a long “to-do-list” for solo and group travel throughout social distancing.

Lockdowns have given people the time to consider their once in a lifetime destination to visit right after the restriction is lifted.

Everyone can’t wait to cross off their bucket list destinations one after another, making the hospitality industry prepared to welcome their guests soon.

Whether you’re visiting a domestic destination or traveling abroad, be as informed and equipped as possible about the cities and locations you will see. It spares you a lot of time in finding the place while you’re there, nor have to panic once you get there. Moreover, the more detailed your pre-planning is, the more proactive you’ll be, not to mention that careful calculation and speculation shall help you budget effectively.

Sustainability travel

Sustainability travel is a fundamental development and provision of tourism activities to meet the tourists’ and locals’ needs. However, it is essential to ensure the conservation and embellishment of resources to develop tourism activities in the future while satisfying the aesthetic, economic, and social needs of people:

  • Create many benefits for economic development, providing a stable source of income for local communities and stakeholders.
  • Protect the living environment, minimize the impact on the environment. Helping people’s living environment to be in check, through which people shall benefit from it.
  • Sustainable tourism development helps to reduce social vices by providing jobs for local people.
  • Resource exploitation becomes awarded and adequately executed, ensuring natural resources grow and develop for future generations to follow and take advantage of.
Being environmental friendly has helped sustainable hotel model close to their customers' heart and shall continue on in the future.

Loving nature travel trends have been the stable trend for the past few years and more to come, especially for the hospitality industry when guests are aware of the surroundings.

The world is gradually shifting to adapt to the new normal post-pandemic.

“The industry must evolve to remain relevant to the new demands and needs of travelers in a

post-pandemic world.”

– said Dr Jean-Philippe Weisskopf.

Many new tourism trends are gradually blooming to catch up with the new tourists’ mindset, making sure to be in line with the shifting trends and ensuring to follow the health and safety standards. The same goes with the hospitality industry; we are trying to move forward to promote the industry’s potential and recovery the economy ultimately after years of “immobility.”

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