[다시 읽는 호텔 뉴스] 밀레니얼과 호텔 레스토랑 경향

아실만한 내용이긴 합니다만, 밀레니얼의 성향과 관련된 최신 레스토랑 경향 몇 개 볼까요?

1.

레스토랑의 테이크아웃 서비스는 점차 증가할 것으로.. 호텔도 직접적으로 관련이 있습니다. 룸서비스 등을 없애는 대신 이들 테이크아웃 서비스를 수용하는 경향을 보이거든요. 역시 호텔앱 속으로 깊숙히 들어오고 있습니다. 

글래드라이브가 채택한 푸드플라이, 외국의 경우엔 딜리버루 Deliveroo가 눈에 띄더군요.

호텔 룸서비스의 미래 [링크]

2.

밀레니얼은 전통적인 팁핑의 형태보다는 우리가 채택한 서비스차지 형태를 선호하는 경향이 늘고 있다고... 

레스토랑의 운영주와 서버들의 임금 등이 개입된 핫포테이토 이슈입니다. 레스토랑은 서버들의 임금을 높이는 대신 전통적인 팁핑 방식으로부터 빠져나올 움직임을 보이고 있다는데, 서버들은 오히려 전통적인 팁핑 방식을 선호한다죠? 하지만 소비자의 의도가 가장 중요한 변수로 작용하지 않을까 싶기도 합니다.

호텔 봉사료의 진실 [링크]

3.

레스토랑, 음식 등의 사진을 촬영해 SNS에 올리는 건 이미 대세입니다. 호텔은 이런 소비자 경향을 마케팅에 적극 적용하기 위해 노력하기도 해요. 

일부 호텔은 촬영을 막는 경우도 더러 있지요? 하지만 이는 영업활동에 부정적인 영향을 미칠 수도 있어요. 촬영의 제지하는 호텔측의 사정이 없지는 않아요. 다른 고객의 촬영 행위를 싫어하는 분들이 있기도 하고, 촬영 중 식사에 방해가 되기도 합니다. 여하튼, 이런 경향을 반영해 최소한 수준의 호텔 정책은 마련되어 있어야 하겠죠?

4.

테이블에 키오스크나 태블릿을 설치해 고객 주문을 받기도 합니다. 이 어퍼로치는 마케팅 수단으로 작용할 순 있지만 밀레니얼은 웨이터나 웨이트레스의 휴먼 서비스를 선호하는 경향을 보인다지요? 이는 시사하는 바가 간단치 않습니다. 

업스케일 이하 체급의 호텔들은 향후 로봇테크놀러지를 대폭 수용하며 결국 가격으로 어필하겠지만 어퍼업스케일 이상의 호텔들은 본래의 가치, '휴먼 서비스'에 더 큰 포커스를 둬야 하지 않을까.....

호텔리어의 미래 [링크]

자세한 내용은 아래 원문을 참고하시기 바랍니다.

http://www.4hoteliers.com/news/story/17206

호텔이야기

카카오스토리와 페이스북으로도 보실 수 있습니다!!!

Diners and restaurateurs embrace the 'Food Selfie' and the fight against food waste. Thursday, 25th May 2017 Source : 2017 American Express Restaurant Trade Survey

Digital technology, including emerging trends in online ordering and delivery services, tabletop ordering, and the influence of social media, is changing the way consumers discover, interact with and experience restaurants. While diners’ appetites for new technology vary widely by generation, Millennials are leading the charge in favoring and adopting new dining preferences that blend the convenience of technology with social conscious trends, including food waste reduction and a preference for locally-sourced ingredients. Take-Out Tech to Grow Millennial consumers are more likely than any other generation to order take-out using a mobile app or website, according to the survey, which covers a wide array of consumer trends impacting the restaurant industry. For example, Millennials were twice as likely (62%) than Baby Boomers (28%) to have used a restaurant’s mobile app or website to order take-out in the past month. When it comes to ordering and delivery services like Grubhub and Seamless, Millennials are significantly more likely (58%) to have used such a service than Gen-Xers (35%) or Baby Boomers (21%). Restaurant operators are taking notice. Twenty-four percent of restaurateurs currently use an online ordering and delivery platform like Grubhub or Seamless, and another 31% say they are planning to or are considering adopting such services. Additionally, 24% of restaurateurs are currently offering the ability to order ahead through their own website or mobile app, and another 42% plan to or are considering adopting the technology. “The survey results confirm what we’ve long heard, especially from our Millennial diners: that consumers value being able to order the foods they love, on mobile or desktop, from their favorite local restaurants,” said Stan Chia, chief operating officer, Grubhub. “Online ordering and delivery not only meet the expectations of today's busy, convenience-minded diners, but also drive order volume and increase revenue for restaurants. A trusted partner is essential to ensuring that restaurateurs spend their time making food and focusing on the diner experience, rather than managing and delivering orders.” To Tip or Not To Tip Consumers’ tipping practices and preferences also differ by generation. In recent years, some Restaurateurs have discouraged tipping or adopted policies that do away with the practice in their establishments, usually in favor of higher wages for the servers. According to the survey, 15% of restaurants have already adopted or plan to adopt a no-tipping policy, and 14% said they might eliminate tipping if their competitors do. At the same time, the majority of consumers (63%) say they prefer being able to tip their server. However, when broken down by generational groups, preferences differed. Millennials are the generation most likely to prefer not to continue tipping (46%) compared to Gen-Xers (34%) and Baby Boomers (32%). However, Millennials were more likely (18%) to support having a service charge added to their bills in lieu of a tip than Gen-Xers (8%) or Baby Boomers (6%). Additionally, when paying with a credit or charge card, the majority of customers (59%) will add the tip to their card. Millennials, however, are more likely to leave a cash tip when paying with a credit or charge card (46%) than Gen-Xers (36%) or Baby Boomers (36%). Diners More Likely to Post about their Plate than their Date Social media is a key component of the dining experience for consumers. Among diners who post about their restaurant experiences on social media, they are nearly twice as likely to post photos of their meal/drink (16%) than the people they are dining with (9%). Millennials also stand out in this category – nearly three-quarters (72%) will post about their restaurant experience on social media, including one-quarter (25%) who will post photos of their meal/drink. It’s no surprise, then, that 83% of restaurateurs view social media as having a very or somewhat positive impact on their business, and a majority use some type of social media promotion for their business, most frequently Facebook (85%) and Instagram (46%). With a Positive Financial Outlook, Restaurateurs Plan Tech Investments & Hiring; Fight Food Waste Overall, restaurant operators are generally positive about the future. More than half (54%) say revenues are greater than they were one year ago, and nearly three-quarters (72%) are expecting a continued increase during the next 12 months. Part of this optimism is reflected in planned technology investments – two-thirds (65%) have plans for tech investments in the next 12 months – as well as hiring – more than eight-in-ten plan to hire both front and back of house staff in the next year (83%, each). Innovations are being planned to stay competitive as well, particularly in restaurants’ ability to combat food waste and make better use of local ingredients: Half of restaurant owners/managers believe food waste has a significant impact (48% very/somewhat) on their restaurant’s profitability, and most are taking some measures for reducing it. 38% of restaurateurs are repurposing ingredients or offering special menu items made with excess food. Six-in-ten evaluate their inventory (61%) or train staff on waste reduction (59%), and over half (53%) monitor the portion sizes they provide to their customers to reduce waste. When it comes to locally-sourced ingredients, 44% of restaurants currently use them, and another four-in-ten are either planning to (15%) or are considering doing so (24%) Diners agree. More than half of consumers (56%) believe that it is important for a restaurant to use locally-sourced ingredients in their menu. Like restaurant owners, they too don’t want to see their food go to waste. The vast majority of diners (83%) say they ask to have their leftover food wrapped. For some, making leftovers their actual in-restaurant meal is not off the table – 27% percent of consumers are likely to order a meal made from leftover ingredients. When focusing on generational groups, Millennials are more likely to embrace this concept (39%) than Gen-Xers (24%) and Baby Boomers (19%). Tech at the Table: Keeping the Human Touch in a Digital World Restaurants are increasingly turning to digital technology to enhance customers’ dining experiences. Currently, 7% of restaurant owners/managers use automated customer service technology such as digital kiosks or table-side ordering. However, that trend is expected to grow as 26% say they plan to or are considering adopting this technology in the future. While the majority of consumers (75%) favor a restaurant with traditional wait staff who can provide in-person service, 25% say they prefer restaurants with digital customer service platforms. That percentage is even higher for Millennials (39%). This disparity shows that restaurants should strongly consider their target customer base, or pairing traditional customer services with the convenience of technology at the table, when deciding how to augment their approach to servicing with technology.