How is Digitalization Changing the Online and Offline Expectations of Guests?

Digitalization has brought in a sea of changes in our life and has raised the comfort level to a significantly high level. But it is this elevated comfort level that has altered the expectations of users, and this applies to the hospitality industry as well. In this article today, we, at Avlon Shiksha Niketan, will shed light on how digital tech innovations have worked towards transforming both online and offline expectations of the guests.

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30-seconds summary:

  • Increased access to customer data driving innovations in the hospitality sector
  • Leveraging data can help in customizing services as per customer expectations
  • A combination of tech innovations and employee proficiency can enhance guest experiences
  • Digital tech to enable both high-touch and low-touch customer services in the sector

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Technological evolution has become the name of the game since the past decade, with digital advancements affecting every aspect of our lives. Right from easing out our household chores to changing the way we do business, digitalization has brought in a complete transformation in our way of living. And, though there’s no denying the fact that this is an exciting feat, we also need to remember that such continuous tech innovations come with their own set of pros and cons.

In terms of doing business in this digital era, the modern opportunities have also led to a considerable change in consumer demands. With businesses getting to connect with consumers in a more effective and genuine manner, the consumers are also expecting more from the businesses. And, the change is the most noticeable in the hospitality sector.

We have to remember that hospitality is an industry that is based on the provision of offering curated and high-end provisions to the guests. So, even though digitalization has reduced the workload on the staff, it has also led to newer guest touch-points and increased expectations. In fact, this is an era where 67% of consumers claim to have raised their standards of expectation, but 51% of consumers feel that the companies fail to meet those expectations.

So, how is digitalization changing the online and offline expectations of guests? What can the hospitality industry do in response to these changes? Here’s what we, at Avlon Shiksha Niketan, recognized as the Best College for Hotel Management in Kolkata, have to say in the matter!

Bringing personalized engagement in online interactions

With increased reliance on the online platforms to effectively optimize business processes, there is a possibility of customer interactions becoming impersonal and detached. However, this is exactly what hospitality businesses should strive to prevent. After all, streamlining processes through technology shouldn’t amount to sacrificing genuine customer care.

The guests might be using their mobiles to book the rooms or the tables, but they still place a premium on personalized interaction and engagement. They still seek instant gratification of their demands and expect to have a memorable experience at your establishment. And, there’s no reason to think that online interactions cannot create humanized experiences. In fact, using digital platforms should ensure better responsiveness from businesses.

At the end of the day, it is about combining advanced technology with great staff to deliver an exceptional and super-responsive guest service. So, whenever a hospitality business considers the introduction of new tech to its processes, it has to ask some critical questions to itself. Do you think the new tech entrant will help your employees to curate a better guest experience? Does it add to your existing capabilities of connecting with your guests in a personalized way?

The big responsibility of effectively handling big data

There is hardly anyone in the current business world who hasn’t heard of big data and its amazing capabilities. But, the most important thing to realize here is that effective management of big data is also a major responsibility.

Studies show that 57 percent of consumers don’t mind sharing their personal information to receive personalized discounts and offers. The increase in digital access for the guests and the businesses has established a stronger connection between the two, where the consumers expect to be heard, and their demands met. And an increase in access to consumer data also means more touch-points for the hoteliers. They get the opportunity to change their operational models, create better apps, and train their staff to deliver a highly personalized experience for each guest. However, besides the opportunities, their responsibility now extends to ensuring that the data is kept secure and protected, which also forms a significant aspect of employee training.

Delivering a personalized experience both online and offline through greater access to guest data has become a crucial aspect in streamlining the customer’s journey and curating an unforgettable experience.

Making the most out of the hybrid service demands

It’s important to realize that guests come with their unique set of expectations. When one group prefers a traditional, high-touch experience, the other might be more comfortable with a self-service, low-touch experience. This offers an opportunity for hotels to modify their guest service processes to accommodate the respective needs and interaction preferences of each guest.

So, for the guests who are more into self-service experiences, there has to be a greater emphasis on delivering fast and mobile services. On the other hand, the ones craving a high-touch experience receive instant attention from the staff. This is a win-win situation in all regards because the guests get the kind of services that they look for, and the staff can dedicate their energy to where it’s needed the most.

The hospitality sector understands the value of manpower as its most important resource, and the hybrid service structure enables the best use of that resource.

Avlon Shiksha Niketan preparing future professionals to meet industry demands

At Avlon Shiksha Niketan, we believe that this is an exciting era for the hospitality sector; thanks to the widespread attention being given to digitalization. Businesses within the country and beyond have become more open to tech innovations in bringing major changes in guest experiences. However, with the guest service models witnessing such a complete digital makeover, the industry is in dire need of professionals who can keep up with the demands of the times. And, this is exactly where we, at Avlon, come into the picture as a leading hospitality management college in Kolkata, known for grooming and preparing the future professionals for the ever-advancing hospitality industry. A progressive and innovative approach to learning, which is the key element of education impartation at Avlon, resonates across all our educational institutions, including Cooch Behar College, Alipurduar Mahila Maha Vidyalaya, Prasannadeb Women’s College, Sarojini Naidu College for Women, and Siliguri College.

Our aim, at Avlon, has always been to ensure that we train our students for the real-world aspects of the industry they will be joining soon, and that involves arming them with practical knowledge about the technological revolution sweeping the sector. Through their coursework and hands-on projects, the students get to sharpen their skills and enhance their know-how in all the facets of offline and online guest services. This enables them to put their best foot forward when they finally step into the professional realm.

Being the only institute for the Aviation, Tourism, and Hospitality Management category in India, we, at Avlon, are here to instill the highest level of innovation, exceptionality, and commitment in our budding professionals that makes them stand out in the crowd.

 

The Booming Scope of Aviation and Hospitality in India

In the modern era of globalization, the aviation and hospitality industry has not only assumed greater significance, but is also gaining a place among the most lucrative career domains. No wonder, more and more individuals are preferring to work in the industry. However, as per recent reports, the career opportunities in the field far outweigh the availability of skilled professionals. It would be safe to say that this field of work is going to maintain a profitable status for the jobseekers in the years to come.

So, if you have the zeal to work across the globe, with a spirit to assist people with a smile, then aviation and hospitality can be the ideal profession for you. And, if you are still pondering over the scope of aviation and hospitality in the country, we, at Avlon Shiksha Niketan, the most renowned aviation training institute in Kolkata, would like to assure you that the sector is booming and the number of job positions and growth prospects are on the rise each year.

Let us explain the facts further by elaborating on the widening scope of aviation and hospitality in India.

Career prospects in the aviation and hospitality industry

As we mentioned earlier, the future looks bright for the aspirants of the aviation and hospitality industry in terms of varied job roles and lucrative pay packages. And, we have the numbers to support our statement. First off, the international players in the industry are ready to increase their presence in the country, and as per the recent report by IBEF, they are slated to account for 50 percent of shares by 2022. With the international names entering the field, the scope is widened greatly in terms of number of the job vacancies opening up for the future aspirants.

To top it off, when speaking specifically in terms of the aviation sector in the country, the Indian carriers are expected to increase their fleet sizes to at least 1,100 aircraft by 2027, and the freight traffic on the Indian airports is projected to cross 11.4 MT by 2032. Thus, the Indian airports will need more number of qualified professionals not just up in the air, but also on the ground to ensure that everything runs without a glitch. 

Right from managing the guests to handling the finest details of everyday operations, certified experts of aviation and hospitality are in-demand for diverse responsibilities in the field. The need is for you to rise up to the challenge and prepare yourself for the accomplished career path that lies ahead.

The top five job profiles in the aviation and hospitality industry

The job profiles in the aviation and hospitality industry are diverse, with several new roles opening up in recent years. Keeping all that in mind, we, at Avlon, present to you the top five job profiles in the field:

  1. Cabin crew/flight attendant: Airline cabin crew and flight attendants are responsible for the safety, comfort, and welfare of the passengers traveling on the aircraft during long-haul and short-haul flights. This is one of the most in-demand job profiles in the aviation industry.
  2. Airport ground staff: Airport ground staff includes passenger service agents who have the responsibility to uphold the smooth running of the group operations and offer superior customer service to the travelers. Ticketing and handling baggage claims are prime examples of their duties.
  3. Culinary managers: Dining experiences are an important part of air travel. The primary goal of a culinary manager is to make sure that the customers are pleased with the culinary delights served to them on the flight.
  4. Concierge: The responsibility of a concierge is to interact directly with the customers and provide them with varied services, such as booking a restaurant reservation or the tickets to a show, or providing a babysitter.
  5. Executive chefs: An executive chef has more of a managerial role that involves overseeing the food operations in venues that serve food. They supervise sous chefs, cooks, and other kitchen employees.

The earning potential of aviation and hospitality industry professionals

There is no denying the fact that a good salary structure and attractive pay packages are among the main draws for the aspirants looking to join the industry. As a matter of fact, even the entry-level salaries in the aviation and hospitality sectors are profitable enough, with the promise of better pay assured with increased experience and improved skillsets.

For instance, an entry-level flight attendant can expect to earn an average total compensation of nearly INR 400,000, with the salary figures reaching nearly INR 760,000 within five years in the profession. The same goes for an executive chef, whose average total compensation with less than one year of experience stands at around INR 425,000, and ideally goes up to more than INR 880,000 within five years.

These are only two instances of the salary prospects in the field. Even in other job profiles, you will note that the pay structure is pretty lucrative. Besides, these are not absolute figures, and as the demand for qualified experts increases in each of the job positions, you can expect these numbers to go even higher.

Let your career dreams turn into a reality with Avlon Shiksha Niketan

Though the opportunities are aplenty in the field, securing the job of your dreams needs you to truly stand out from the rest. After all, the top job providers in the field look for expert professionals who can enrich their business even further with their unique skillset. And, this is where we, at Avlon Shiksha Niketan, can help you out!

We are the only institution in its category, offering exclusive BBA certification in Aviation, Tourism, and Hospitality management: the three core sectors of the service industry and the fastest-growing employment sectors globally.

We, at Avlon Shiksha Niketan, recognized as the Best Hospitality Management Institute in Kolkata, are affiliated under three renowned universities of the country – the University of North Bengal, Panchanan Barma University (PBU), and West Bengal State University (WBSU). We, through our BBA degree course, offer our students a holistic learning experience that helps them in making the most of the career prospects that lay in their path. Our education programs are focused on offering technical knowledge and practical skillsets to the young professionals to prepare them better for the professional experiences that await them in the near future.

So, come and join us at Avlon to turn your career dreams into a reality and continue the saga of accomplishments as led by our alumni.