Why testing tech trends, driving diversity and embracing events are the keys to maximising business growth in 2025
With a shift in challenges in 2025, businesses need to be as agile as ever to control costs and generate growth. And nowhere is this more evident than in the Hospitality industry, which has seen the most challenges of any sector over the last 5 years. But what are the key trends shaping the sector this year?
Digital Transformation and Contactless Technology
Contactless payments, mobile check-ins, and AI-powered chatbots for customer service have become crucial for guest convenience and safety.
Investing in smart room technology that allows guests to control lighting, temperature, and entertainment via their devices enhances the guest experience.
Augmented reality (AR) tours of facilities and surroundings or virtual concierge services can improve the customer journey.
Health and Wellness Tourism
The growing demand for health-focused travel is leading to the rise of wellness retreats, spas, and fitness-focused vacations. Hospitality businesses should integrate wellness services such as meditation sessions, yoga retreats, healthy eating options, and fitness facilities.
Offering mental health and relaxation programs (e.g., mindfulness experiences) can cater to guests seeking rejuvenation.
Sustainability and Eco-Friendly Practices
Eco-conscious travellers are increasingly seeking out sustainable accommodation and dining options. Implementing green energy solutions, reducing waste and using locally sourced, organic products will appeal to this growing market.
Carbon offset programs or offering environmentally friendly transportation options can also attract eco-conscious consumers.
Personalisation with Data-Driven Insights
Use of big data and AI to personalise guest experiences—from tailored marketing to individualised stay experiences. This can include customised recommendations for dining, activities, or room preferences based on guest profiles.
Loyalty programs powered by data analytics that adapt to the preferences of repeat guests can improve customer retention.
Personalisation also gives businesses the opportunity to incentivise staff by monitoring their sales and performance through individual payment machines and QR codes for reviews.
Experiential Travel and “Bleisure” (Business Leisure)
Travelers increasingly prioritise unique, immersive experiences over material goods. Hospitality businesses should create experience-based offerings, such as local cultural events, adventure tours, or culinary experiences, to enhance guest satisfaction.
The “bleisure” trend—combining business trips with leisure activities—continues to grow. Offering facilities that cater to both professional needs (e.g., workspaces, conference rooms) and leisure (e.g., pools, recreational activities) will attract this market.
Remote Work and Digital Nomads
More professionals are working remotely or adopting a digital nomad lifestyle. Accommodations offering co-working spaces, high-speed internet, and long-term stay options will appeal to this audience.
Promoting flexible working environments within the hotel—such as quiet zones, business lounges, or work-from-hotel packages—can capture the growing demand for flexible work setups.
Hyper-Local Experiences and Community Involvement
Themes will also play a key part in success this year. The venues best able to embrace and exploit national and local events, will be the ones that prosper the most.
Authentic local experiences are becoming highly valued. Promoting interactions with local communities, supporting nearby businesses, and offering experiences that highlight local culture or heritage can attract tourists looking for more meaningful travel.
Collaboration with local artisans for unique souvenirs, or hosting pop-up events featuring local chefs, artists, or musicians can also appeal to travellers seeking to immerse themselves in the local culture.
Diversity, Equity, and Inclusion (DEI)
With increasing multi-generational and multi-ethnic group travel, hotels and resorts should offer family-friendly packages that cater to a range of ages, from kids to seniors.
Hospitality businesses that demonstrate a commitment to diversity and inclusion are more likely to attract a broader clientele and broaden the appeal of a venue. This includes staff hiring practices and creating an inclusive environment where guests of all backgrounds can feel relaxed and welcome.
Providing diverse activities for different age groups, family suites, and kid-friendly amenities can make the property more attractive to families traveling together.
By the same token, employers should look to broader the age range of their staff to be able to connect with customers and capitalise on the experience older people provide.
Technology-Enhanced Dining
Digital dining innovations, such as QR-code menus, robot servers, and self-ordering kiosks, can streamline operations and enhance customer satisfaction.
Ghost kitchens and delivery-only services can help hotels and restaurants capture a broader audience by catering to takeout and delivery trends.
Incorporating sustainable and plant-based menu options can cater to the growing demand for eco-conscious and health-conscious dining.
By embracing these trends, hospitality businesses can enhance guest satisfaction, streamline operations, and attract a broader, more diverse customer base, all of which contribute to maximising growth in 2025.
Nick Icke, KPI’s Head of Hospitality said, “Restaurants, bars, hotels, sports venues and event spaces all face challenging headwinds in terms of costs for people and retention in 2025. But by recruiting the right people and using new technology to shape the customer, and employee experience, Hospitality businesses can thrive in 2025.
