All-Inclusive Resorts Have Evolved, Tailoring Offerings to Meet the Needs of Today's Travelers

The All-Inclusive model has gone from low-cost cookie-cutter to the cutting edge of personalized service

By Julio Perez Executive Vice-President, Bahia Principe Hotels & Resorts | October 28, 2018

The travel industry is evolving at a faster rate than ever before, and Bahía Principe Hotels & Resorts is keen on catering to the discerning traveler who seeks and demands personalized services along with unique, value-driven experiences.
 
For many decades, the all-inclusive model has been a travel industry mainstay. Born in the Caribbean and known for their predictability in terms of service, quality, average at best gastronomy and above all else -- low-cost price point, the all-inclusive model has extended to the whole world and has become appreciated by cost-conscious travelers seeking a reliable and affordable vacation experience. 

The (often considered) "cookie-cutter" nature of the all-inclusive model means it can be hard for travelers to know exactly where in the world they are when they are on vacation. Such experiences have long emphasized price-points, with little to no differentiation for their location. From Latin America and the Caribbean to the Mediterranean, South Asia and points beyond, once at the resort, the assembly line nature and probability of the all-inclusive resort makes it difficult to distinguish the actual destination the traveler has chosen to visit and showcase anything beyond the confines of a property's four walls. Moreover, certain travelers may also find themselves grouped in and sharing common spaces and amenities with other guests with whom they share little to no common interests. For instance, families with small children may be sharing pool time with honeymooners seeking a serene and romantic getaway.

Today's travelers also want more than beach and sun included in their all-inclusive vacation experience. In terms of quality, well connected and savvy travelers understand that there are multiple options available to them and want to ensure they're receiving the best possible offerings for their hard-earned dollar. They appreciate well-appointed guest rooms; they want specialty restaurants featuring innovative cuisine in addition to the robust breakfast buffet; they want to make sure their hotel stays feature not just one pool, but multiple swimming pools, catering to different personalities and segmented by age group.

The travel industry is evolving at a rapid rate, catering to the discerning traveler who seeks personalized services along with unique, value-driven experiences. Market differentiation in the industry has led to new products and new methods of promoting travel destinations and attracting niche audiences. Successful travel industry players have adapted their offerings based on the specific needs and desires of their clients, rather than relying on one a size fits all product of the past.

Market sectors within the travel and tourism industry are generally segmented into key groups and smaller niches. Such niches include age differentiation, from millennials to baby boomers, all of whom approach travel from a different angle and desire. Other segments are based on family type, from couples traveling by themselves, or with their children and grandchildren in multi-generational groups; furthermore, the rise in experiential travel trends have given way to travelers seeking adventure-rich options; local experiences providing an authentic look at a particular destination; and gastronomy-rich vacations where local cuisine takes center stage.

Travel niches and further segmentation demand that hotel companies and destinations tailor programming and packages to remain relevant. A recent spike in "wellness travel" in recent years for example among all travel segments including millennials, gen Z and even baby boomers have resulted in a rise in 24-hour gym centers, specialty spas and treatments, one-on-one personal training, yoga, spinning, Pilates and other fitness classes, diverse culinary programming and more to ensure guests can maintain their specific lifestyle while vacationing. With social consciousness and local sustainability at the forefront of many traveler's desired itineraries, hoteliers are also incorporating ways to capitalize on the rising voluntourism trend. For example, guests can now participate in turtle release programs or volunteer at a local school on days when they wish to take a break from sun worshipping by the pool.

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

Sherry Heyl
Cristine Henderson
Scott B. Brickman
Blake Suggs
Roberta Nedry
John Tess
Peter Torbet
Michelle Millar
Amy Locke
Gayle Bulls Dixon
Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.