Hotel Operation Management: Types of Hotel Guests

Hotel Operation Management: Types of Hotel Guests

• Hotel guests vary greatly, necessitating diverse marketing strategies.
• Understanding different guest types is crucial for effective hotel management.

Guest Classification

• Trip Purpose: Pleasure or business travel.
• Number of Guests: Independent or group travelers.
• Origin: Local or overseas travelers.

Pleasure Travelers

• Individuals traveling for leisure activities, recreation, visiting friends/relatives, or attending events.

Free Independent Travelers (FITs)

• International tourists who arrange their own accommodation and travel.
• Often referred to as "foreign independent travelers."

Group Inclusive Tours (GITS)

• Tourists traveling together on package tours.
• Often include accommodation and meals booked through travel agencies.
• Tend to spend less and budget their spending.

Domestic Tourists

• Local residents staying at hotels for special occasions or functions.

Conference Participants

• Individuals attending conferences.
• Accommodation often reserved by themselves, companies or conference organizers before arrival.

Very Important Persons (VIPs)

• Celebrities, frequent guests, guests in expensive rooms, those with security risks, and top executives.

Incognito

• Guests concealing their identities to avoid notice.

Business Travelers

• Travelers visiting locations for work.
• Often attend business events, conferences, or meetings.
• May complete other work tasks during their stay.
• Frequently booked by companies with discounted rates.
• Typically less interested in tourist attractions.
• Hotels can appeal to business travelers by offering high-speed internet, conference rooms, work areas, and prioritising their time away from work by providing comfortable rooms with luxuries.
• Favourable room rates, transport links, local restaurants, hotel bars, and room service are also factors that appeal to corporate guests.

Couples and Families

• Hotels should cater to the specific priorities of couples and families.
• Couples value comfortable rooms, king-size beds, nice views, and access to restaurants.
• Families require value for their bookings, and often have clear travel plans.
• All-inclusive stays, pools, and entertainment options are priorities for families.

Luxury Hotel Guests

• Seek the best travel experiences and are willing to spend.
• Attracted to 5-star hotels with excellent facilities, comfort, and location.
• Often older adults travelling with a partner.
• Book through travel agents and tour operators.
• Value quality hotel restaurants.
• Exhibit high expectations of latest hotel trends and exceptional customer service.
• Attracted to local experiences, attractions, restaurants, and events.

Digital Nomads

• Make a living by working online from different locations.
• May be business owners, freelancers, or employees.
• Value reliable internet access and technology-enabled services like front desks, seamless check-ins/outs, and IoT devices.
• Value both exciting locations and great amenities.

Health & Wellness Hotel Guests

• Seek stress-free travel, physical activity, and tranquility.
• Hotels should highlight gyms, leisure facilities, and relaxation areas.
• Some properties may specialize in yoga or meditation retreats.
• Value healthy eating options.
• Mostly travel individually.

Eco-Conscious Hotel Guests

• Concerned about the environmental impacts of travel.
• Seek sustainable accommodations and practices.
• Hotels that use sustainable energy and have solid recycling policies are valued.
• Prefer accommodations near railway stations to avoid harmful flights or cars.
• Increased demand for ethically sourced food and vegetarian/vegan options.

Young Travelers/Backpackers

• Often budget-conscious and willing to sacrifice certain areas for cost savings.
• Drawn to locations with lively nightlife and amenities.
• Value cutting-edge technology, but tend not to pay premium prices for it.
• Prefer rooms that accommodate groups comfortably.
• Value free Wi-Fi and communication tools like social media platforms for staying connected.
• Prioritise affordable price points and seek out hostels, cheap hotels, or low-cost accommodations.
• Seek out a basic, but generally are unlikely to pay much more for it.