As we have surpassed the halfway point of 2023 and look forward to the rest of this year (and also to the next), we have noticed a number of emerging trends that are helping to bring back recurring customers.
We believe that it is important for interior design to tell a story that stays in customers’ minds, so here are some key trends that will enhance your customer experience:
Choose technology that agrees with your hotels
Not all technology will work for every venue – touch order screens, for example, would be jarring in an experience that centres on interaction and a personalised experience. However, by hand-picking the right tech for the space – whether that be digital screens or robot service, or simply a high-end audio experience – it can create a unique customer experience.
For example, many hotels have begun using robot butlers to complete tasks such as delivering room service. For owners that operate on a smaller budget, I’ve seen a lot more ‘digital concierge’ services now where they use WhatsApp to communicate to guests when they have questions on restaurant recommendations and general guidance.
The pandemic undoubtably sped up the implementation of some technologies, such as the introduction of QR codes to order food and drink from the table. While today many venues offer more than one option, there are still huge benefits to hotel owners who have a restaurant or bar within their venue to keep these adaptations alive. QR codes offer an opportunity to upsell – such as if a customer must scroll through the bar snack before reaching the drinks section, for example. It also eliminates the waste of paper and plastic menus, and speeds up table turnover.
Smells and sounds to enhance the experience
Hotels can be an oasis, an escape from the everyday business of life that leads customers into the world of luxury, relaxation, and to see their stress ebb away. The experience can be amplified through the little details in the lobby, the pillows in the room, and even the soap dispensers in the bathroom. Believe it or not, smell and sound integration are big factors when it comes to creating a memorable experience that keeps people coming back, as they are linked to memories.
The use of sound also ties in with what the brand wants to portray: a spa, for example, should play calm, meditative music, while a sports bar will have a more upbeat sound. Within a hotel, a resident DJ or live singer may come in to enhance the vibe. The same goes for smell; once a person steps foot into a hotel lobby, one of the first things they notice is the smell.
Longevity of design through reused materials
Designing with sustainability in mind should not be seen as a trend, but rather something we should all be striving towards. However, within this, there are some trends, such as the integration of second-hand, purposely mis-matched furniture into design that we have being seeing.
This trend goes hand-in-hand with high-street fashion, where many customers care about second-hand vintage clothes – many aspiring DIYers will find a vintage dresser or table and make it their own. We have seen this become relevant in homes, and now see it trending within hotels. When designing a space, the goal is to make everything last and to be used time and time again.
Create an exclusive experience with multi-use spaces
Multi-use spaces are essentially areas that can be used for more than one purpose. They create the feeling of exclusivity and provide a more personal experience. These spaces also increase revenue and can be used for office parties, wedding venues, and conferences, among others, so you can ensure the space is filled and functional more frequently.
Customers want every experience to feel as if it has been tailor-made for them – regardless of how big the budget is. By designing spaces which are adaptable and multifunctional, there is the opportunity to create seemingly bespoke events.
Regardless of what trends may come and go, hotels and venues need to stay true to their brand identity, keep their target audience in mind, and ensure that customer experience is always front and centre to avoid the risk of becoming muddled and lost.
