Getting Millennials To Stay Put With You

Maulina Gupta, GM of Hyatt Place Gurgaon tells Vinita Bhatia that if hotels want to capture the mindshare of millennials, they need to rethink their business strategies from scratch

In her two-decade long experience in the hospitality industry, Maulina Gupta, GM of Hyatt Place Gurgaon, has seen several trends emerge. While some faded after few years, others became a force to reckon with over time. One of these has been the evolving profiles of the traveller.

Whilst certain guests prefer to stay loyal to luxury properties that offer distinct amenities and experiences, and others stuck to economy hotels due to budgetary reasons, a new breed of customers have emerged. These are the millennials, who are compelling hospitality brands to rethink the way they present their service offerings.

According to Gupta, this strategic rethinking is especially pertinent for upscale hotels, so that they can strip away the unnecessary frills to offer a functional, seamless experience that is the quintessential requirement that contemporary millennial travellers seek. This includes access to mobile and digital tools, given that millennials are eager beavers when it comes to new technology and crave the convenience of constant connectivity.

Gupta also pointed out that they seek a friendly, yet no-nonsense, hotel where they can be themselves while getting their work done with ease. Often, a millennial guest walks into a luxury property that has an ostentatious ambience and finds there is a big disconnect between their expectations and what is being offered. Hence, they feel that an upscale hotel suits their needs better as these are smaller units with a multi-functional approach.

EDUCATING THE GUESTS MATTERS