It has been three years since the pandemic began, and the industry is still challenged with staffing shortages and recovering lost revenue. Despite an increase in the number of travelers this past year, casinos and resorts continue to work through recovery. In fact, it remains a struggle to deliver exceptional experiences to guests, especially with persistent staffing challenges impacting hospitality. Forward thinking properties are investing in technologies to ease the stress on the employees, empowering them to focus on creating an exceptional guest experience and being better hosts.
Guest expectations have been elevated significantly during the past three years and an exceptional experience is now the baseline. As we enter 2023, these three timeless tenets of the hospitality industry resonate now more than ever: 1) Hospitality means more than just providing service – it’s making a connection with the guest and empowering staff to exceed guest expectations; 2) providing zero disappointment is imperative to protect a property’s reputation and creating brand champions, and 3) maximizing the return on both staff and guest experience is paramount for casinos and resorts to retain the best talent so they can maximize guest loyalty and create a repeatable, exceptional experience… every time.
Revenue in the travel and tourism market was estimated at $734.60 billion (U.S.) in 2022 and is projected to be $854.80 billion in 2023. Casinos that have the right technology infrastructure in place will drive healthier margins and expand their market share as staff are now truly empowered to exceed guest expectations and capitalize on these emerging travel trends for 2023.
READ THE FULL ARTICLE BY RYAN CARRIER IN THE 2023 SPRING EDITION OF GAMING & LEISURE MAGAZINE.