Avaya Announces Results of First Annual Hospitality Market Trend Survey

SANTA CLARA, CA--(Marketwired - March 09, 2017) - Avaya today announced the findings of its first annual Hospitality Industry Survey¹, where 72 global hotel brands identified market trends and room for improvement. With quality of guest experience as the biggest driver of bookings, Avaya technology creates a more personalized, mobile, digital experience that feels like luxury to guests, while lowering costs for providers.

Read the full Avaya Hospitality Industry Survey Flipbook

Survey respondents aligned around three particular issues as they seek to improve the guest experience: guest engagement, communication and services. Many companies, however, are seeing significant opportunities by taking advantage of mobile, multichannel communications for both guests and staff, and updating standard, in-room devices with cool, new applications and capabilities.

The Gaps

Issue #1: Engaging guests - 55% of hospitality companies say they struggle to engage their guests during the booking process, while 70% say they struggle during and after the visit.

Issue #2: Communication between guests and staff leaves a lot to be desired - 60% of survey respondents say the inability of their staff to effectively communicate with guests is a "main factor" diminishing the guest experience at their properties.

Issue #3: Service(s), please - 62% of global respondents said the quality of the guest experience at their properties would be significantly improved by enhanced in-room and on-property guest services.

The Opportunities

Since most guests are on the move during their stay -- as well as a large portion of the staff dedicated to serving them -- respondents recognize that mobile apps offer the most compelling opportunity for improving service of any technology (48%). In fact, 81% of respondents are planning to create high-functioning apps over the next five years.

A full stack solution from Avaya -- from networking to applications -- can make 'going mobile' easy while providing the foundation for increased network security, simplifying IT administration and management, as well as modernizing and improving in-room and property guest services. For instance, the updated room phone becomes key to a fully-integrated digital experience -- so much so that 69% percent of respondents find value in the device with 11% of those seeing huge potential -- especially when it's connected to a guest's mobile device.