The hospitality industry is a broad sector encompassing many different types of businesses, ranging from fine dining to public transportation. Guests have high expectations for certain experiences during their visit, while they simply expect other aspects to function properly.
Different visitors who come to a place have different expectations, since every guest is unique. One wants exciting experiences, while another just wants to relax and unwind, and a third travels to enjoy good food or go shopping.
What can be said in general about what visitors want?
Visitors from Sweden - The "Travel in Sweden 2022" survey lists the top 3 below:
- The city is perceived as safe and secure
- The city has a great atmosphere
- People in the city are friendly
International visitors - When TCI Research (2019) conducted a study in European cities, the following top 3 were identified:
- Hospitality of the local residents
- Sense of safety
- Accommodation experience
Hospitality and customer service are therefore key factors in ensuring visitor satisfaction, whether for domestic or international guests. When a venue demonstrates excellent hospitality, it increases the likelihood that our visitors will stay longer and return in the future.