Increasingly, hotels and resorts are adapting their services to meet the evolving needs of older guests, says David Allan, cluster GM of Radisson Hotel Group UAE. Here, he tells us more.
With people living longer, how do you foresee the role of hotels and resorts evolving to cater to an aging population?
I believe hospitality already addresses this and continues to adapt to meet the evolving needs of all guests. Specifically, regarding an ageing population, hotels must carefully balance meeting guests’ needs while avoiding any appearance of being condescending. Furthermore, it is essential for hotels to create thoughtful experiences that respect older guests’ independence while ensuring their comfort. By maintaining this balance, hotels can provide exceptional service while fostering an environment that values and respects all guests equally.
Do you believe that hotels and resorts should focus more on wellness and health as part of their core offerings?
This is an interesting question that must be approached on a case-by-case basis to meet each guest’s unique needs. Moreover, it means focusing on your target market’s needs without compromising overall services to become a one-size-fits-all establishment. At the same time, it is crucial for employers to prioritize the health and wellness of their team members. For example, in our hotels, we consistently ensure that supporting the well-being of our staff remains a fundamental and ongoing priority.
How can hotels and resorts integrate multi-generational experiences into their service models?
This largely depends on how each hotel or resort targets its customers and tailors’ experiences to meet their preferences. For example, most resort guests seek experiences that appeal to them, choosing accommodations based on facilities and perceived experiential value. Therefore, across different generations, the desire for relaxation, pampering, exercise, quality food and sightseeing remains relatively consistent in resorts.
In what ways do sustainability practices tie into the longevity revolution, especially in hospitality settings?
Hospitality will continue to reflect broader societal trends, with sustainability being a significant and growing example of this shift. Many guests, regardless of age or background, expect hotels to actively contribute to the environment, local communities, and their employees. At Radisson Hotel Group, we have pioneered initiatives through our Responsible Business program, which positively impacts communities and reduces waste. Furthermore, our program reduces consumption, offsets energy use, and fosters sustainability, and I’m incredibly proud to be part of this. As long as the quality of offerings meets expectations, these experiential factors generally do not vary significantly across different age groups.
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