Believe it or not, guest bathroom amenities are one of the most essential elements that affect a traveler’s stay. Amenities help to create an unforgettable memory that has the power to transport individuals back to a hotel stay or special moment once a trip is over. 

However, guest bathroom amenity packages are more complex than one would think. Numerous trends are setting the standard for bathroom amenity offerings, including distinctive fragrances, consumer-identifiable brands and sustainability. More than ever, hoteliers are committed to creating individualized, exclusive experiences for their guests. Crafting the guest experience, after all, plays a significant role in any hotelier’s decisions.

Customer service is not enough. In fact, it is two steps behind.  Let me explain. You see, I am a soap-stealer. There, I said it.  If I am going to pay $200 for the hotel room, then I am taking the unopened soap. That was until my wife revolted at my effort to corner the hotel soap market. “Don’t bring home any more until you do something with those,” she said, pointing to a box of soaps individually wrapped in beige and white.  

As I was walking past that box, I realized two things. One, my thievery victims knew that I would take their soap.  And two, they planned on it. They purposely packaged their soap to move ahead of all the competition in an effort to move beyond customer service and into customer experience.  

It seems every industry is benefitting from the growing health and wellness community. Even in tourism, which is a $3 trillion industry globally, health and wellness travel takes up a $490 billion-worth slice of that pie. And that number is only expected to grow. According to Les Roches International School of Hotel Management, wellness tourism is projected to grow 9 percent between 2013 to 2017 – an almost 50 percent higher growth rate than the tourism industry as a whole. 

What’s more, this traveling niche knows how to spend. They say health is wealth but it looks like that phrase goes the other way around, too. Les Roches estimates that the international tourist on a holiday spends about $1,000 while the international tourist on a wellness trip spends about $2,000. Money talks and the hospitality community has been listening for quite some time now. Les Roches’ research shows that wellness tourists favor the United States, Germany, Japan, France and Austria when planning their vacations. 

From the rural regions throughout India to the skyscrapers of New York, dependency on smartphones, tablets and feature phones has become a way of life for people nearly everywhere in the world. The increased mobile interaction that people have on their always-connected devices has grown beyond person-to-person communications and has developed into a realm where consumers expect personal experiences with businesses and brands. The travel and hospitality industries, in particular, are on the forefront of this demand for enhanced mobile engagement – a natural evolution, as people on the go are more inclined to interact on a device sitting at the tip of their fingers. 

Legacy is a bold word. It carries with it a storied heritage, a long-standing history of customs and beliefs, and a firmly rooted perception across generations. When a legacy is deemed a birthright in its own sense, how does one re-envision it? How does one know that it needs to be reawakened in the first place? 

A great communicator must always wear two hats: the hat of the marketer who understands a legacy brand’s assets and what sets it apart from its competition, and the hat of the journalist who seeks compelling, relevant news.  The marketer in us identifies any opportunity to refine or redefine these assets, whereas the journalist mindset recognizes aspects of the brand and value proposition that might influence its current perception. 

Whether it’s requesting gluten-free items at a restaurant or asking for extra whipped cream on that caramel macchiato, we all live in an era where nearly everything is customizable. So why shouldn’t your online customers expect the same personalized offerings when booking and shopping on your website? 

According to a new study by Forrester Consulting, commissioned by Fusion, today’s consumers demand a higher level of customized attention and service never seen before, and this couldn’t be more accurate than when it comes to ancillary sales. For both new and old businesses in the travel and tourism industry, achieving ancillary sales excellence can help improve revenues online, enhance the customer experience and deepen relationship with consumers. The caveat is that it must be done in the highly customized manner that today’s sophisticated online shopper demands.   

With the continued growth of the health and wellness movement, the industry is now close to becoming the next trillion-dollar industry. Companies dealing in beauty care products, fitness and exercise, mind and body education and activities, and nutrition and supplements have both opportunities and challenges as the market expands and becomes increasingly competitive.

24 Hour Fitness, GNC and anti-aging creams aside, this high-growth market is also a huge opportunity for those of us in hospitality. Properties of all types and sizes and in all kinds of different markets can monitor the trends and look for ways to expand their footprints in the market. The key is in identifying and leveraging your unique assets and resources to benefit guests and patrons who are committed to staying fit on the road, not just at home. 

Mobile is the new face of computing as devices such as tablets and smartphones continue to revolutionize the way we interact with technology. Hotel guests travel with an increasing number of personal devices and their own information and entertainment content. Hotels must adapt as new technologies and products are introduced to ensure that guests have the electronic (adequate and easy-to-reach plugs, bandwidth capabilities) and ergonomic (seating and surfaces) supports they need. 

When we think about technology, we think about designing a room that enables you to move and be mobile anywhere you want to be in that room. Hotels need to think about those things so guests are comfortable with any device they bring to the space. Hospitality can’t ignore the revolution; in some cases, the industry is leading the way. Let’s explore what guests are looking for when it comes to technology and how the hospitality industry should respond. 

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