What Generation -Y wants

Gen-Y travellers like the reliability of chain hotels although they are less brand loyal than other generations.

They prefer hotels to have free wi-fi throughout and want to watch their own films and listen to their own music in their rooms.  These were some of the observations of a panel of Gen-Y travellers at market research firm BDRC Continental’s Annual Client Forum. The panel of professionals, born between1977 and 1995, said that they appreciated the following from a hotel:

• No queues at reception  (self check-in and out)
• Fruit and water at no extra cost
• Chocolate and a good night message found in the room
• Room service food as good as the restaurant downstairs
• Properly briefed and friendly bar staff and concierge service
• Use of a phone charger in the bedroom
• Free wi-fi use throughout the hotel

The brands which the Gen-Y panel said they used for business included Hilton, Malmaison, Novotel and Westin. Gen-Y likes bright and interesting design, although hoteliers should be careful not to put off travellers from other age groups. One presenter at the event, Rob Davidson, senior lecturer at the University of Greenwich Business School, told the audience that he spent a sleepless night at the Klaus K Hotel in Helsinki because there were too many colours in the room.

BDRC Continental’s Client Forum explored hospitality’s expectations of the future and the evolving needs of the consumer. View presentations from the event here: http://bit.ly/hotelsforum2011

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