Demonstrating, in some cases, that mobile use is pervasive and reshaping the industry, key findings from Millennials and Hospitality: The Redefinition of Service include: 39% have already ordered delivery or take-out using their smartphones, and 20% have used a mobile device to check-in at a hotel.
"Mobile is very much here and happening in hospitality," said Ray Carlin, Vice President of Solution and Strategy Management at Oracle Hospitality, which commissioned the global study. The results underscore how technology is altering consumer expectation and presenting hospitality operators with an unprecedented opportunity to win millennials' business.
"It will require a redefinition of service – one that offers millennials tremendous choice, speed and personalization based on their individual preferences," Carlin said. "Providing such tailored service not only means accommodating consumers' use of smartphones, but for operators to leverage their own mobile devices to better serve them."
Carlin continued: "The other significant finding is that the demand for ordering and paying by smartphone is not universal – there are plenty of millennials that still want personal service when they're in a hotel or a restaurant. Our job is to help operators adapt and define how technology supports a personalized, flexible service offering."
Oracle Hospitality pursued the research project to aid hoteliers and food and beverage operators gain a better understanding of millennials, who represent the largest segment of the workforce in many countries. Such insight is essential not only to engage the tech-savvy demographic as customers, but to enhance their abilities as employees to deliver stellar guest service. Conducted by an independent research firm, the survey polled participants, ages 18 to 35, in eight countries, including a subset that had worked in hospitality within the past five years.
With the acquisition of MICROS Systems – a leader in the hospitality sector for more than 35 years – and Oracle's R&D capabilities and cloud technology, Oracle Hospitality is dedicated to pioneering innovations. With enterprise management platforms designed for hotels and food & beverage operations, Oracle Hospitality solutions can tackle a full spectrum of tasks, including managing staffing needs, accelerating hotel check-in, improving kitchen operations and providing mobile devices that help enhance guest service anywhere, anytime.
Oracle Hospitality develops hardware and software solutions that work together to help produce tailored guest service for hotels and F&B establishments. By addressing every facet of the business, Oracle Hospitality solutions help optimize operations across the board to deliver the speed, agility and efficiency required to meet customers' unique needs.
The report is available at www.oracle.com/hospitality-millennials
Oracle Hospitality brings more than 45 years of experience in providing technology solutions to independent hoteliers, global and regional chains, gaming, and cruise lines. Our hardware, software, and services enable customers to act on rich data insights that deliver personalized guest experiences, maximize profitability, and encourage loyalty. Cloud-based, mobile-enabled, with open APIs, Oracle's OPERA Cloud property management and distribution, Simphony point-of-sale, reporting and analytics, and Nor1 upsell solutions accelerate innovation, increase revenue, lower IT cost, and maximize operating efficiency. To learn more, please visit www.oracle.com/Hospitality.
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