What do you think are the standardization and unique experience sought by baby boomers and millennials with respect to the hotel and hospitality industry of Australia?
“There is standardization of the services that are found in this industry. This leads to increase in the less unique locations and leads to the formation of the globalized marketplace. This issue creates the persona that all the services rendered in a hotel are the same, but all people are looking for newer experiences, baby boomer’s millennials alike, I see no different. The standardization of the services makes the people look for cheaper bargains. Moreover, they expect value for their money and Australia cannot compete with the prices that are offered in this emerging nation”.
What is the technology impact on millennials and the baby boomers?
“I don’t believe there is much difference in how the millennials and the baby boomers use technology or at least as perceived from my end. But come to think of it, most of the bookings are usually done by the person itself through some website when the person is quite younger, much of the older folk like to have a travel agent do it on behalf of them, but only when the representative reveals their name we come to know of this. Personally, I am a baby boomer segment and I use technology at last the basic ones just as well as my son”
What are your views with respect to sustainability and the hotel and hospitality industry?
I believe hotels see this as a major problem, all their sustainability concerns also tie up to the cost. They are indeed trying to address the problem. The Marriott has research initiatives for addressing supply chain concerns, and emissions concerns already. I think customers being aware of sustainability also plays a major role here. It drives us to be more proactive.
How does cost affect the baby boomer and the millennials when it comes to booking a trip
I think customers know instinctively what hotel offers them value for their money. They do want to get their money’s worth and our marketing team has a full-time job convincing them that they are getting their dollar worth. But we have to also remember that tourist location plays a pivotal role too. Here in Brisbane we don’t have a problem. I think both segments are concerned about the costs thing, but maybe baby boomers show more concern, especially if they want to save money, a tight retirement plan etc. Millennials I think are more worried about the brand, like how sustainable we are, I’ve had customers even ask me some questions on this before booking.
How much preference is given to the hotel versus the actual tourist experience.
Well I think the hotel itself is a tourist experience, what with our spa experiences, the pools, the leisure activities we set up for clients. […] Oh ok if you mean like a separate tourist experience, well then, I think millennials are more dynamic, obviously the age factor is there. They like to go hiking, we have some trail routes in our other branches specifically et out for these customers. I think the aged customers like to settle in, you know come in for a nap, take a tour come back, something like that. But I think, both are seeking the Australian experience when it comes to touring.