Industry NewsThree Trends General Managers Expect to See in 2018

Three Trends General Managers Expect to See in 2018

North Palm Beach, Fla.–Digital transformations and a desire for personalized experiences are setting the stage for a new era of travel. Driftwood Hospitality Management (DHM), a North Palm Beach-based hotel management company, recently surveyed its general managers across 48 operated hotels in the United States and Costa Rica to understand what trends they’re seeing at their hotels and to gather insights into the evolving needs of today’s travelers.

“The hospitality industry strives to keep pace with trends, to bring travelers what they crave—personalized and meaningful interactions,” Michael Diaz, chief operating officer for DHM, explains. “The trends we are seeing at our properties today reflect the importance of connectivity and authenticity throughout the travel experience.”

 

Three Hospitality Trends that DHM’s General Managers Are Seeing

1. Digital Concierge

Gone are the days of calling the front desk or even going to the concierge with a request. John Marko Jr., general manager at the Hampton Inn by Hilton Chicago Downtown, shared that his team is embracing new technologies such as a text-based message service where guests can communicate in real-time with the front desk via their smartphones. Hotel frontline teams across the nation are using these sorts of programs to fulfill housekeeping requests, valet, dinner reservation requests, and more.

“When implementing new technology, it is important for the staff to go through proper training so that they can understand the benefit to the guest and themselves,” Marko Jr. explains. “Making a change may come easier to some than others, but as we’ve seen at our property, once the team is excited, that is contagious and really does carry over to guests. We are also focused on the message that while advancing our technology is important, nothing will ever replace great customer service with a personal touch.”

2. Smart Rooms

As travelers implement smart home tech to automate and simplify their living spaces, they will begin requesting high-tech amenities that go beyond WiFi access during their travels. David Truesdale, general manager at Hilton Durham, shared that in the near future, his property will be introducing the Hilton Connected Room, a high-tech guestroom that enables travelers to personalize and control every aspect of their stay from one central point—their mobile devices. Currently, Hilton Honors members have access to digital key in select properties so that they can bypass the front desk completely upon check-in. Truesdale has seen an uptick in this throughout the first quarter.

3. Local Experiences

Travelers want authentic experiences that allow them to live like locals. And with events like the Festival of Colors in Spanish Fork, Utah bringing in an estimated 70,000 travelers over two days, properties such as the Sheraton Salt Lake City are looking to provide just that. Marriott International invested in PlacePass, a travel technology solutions provider offering travelers a leading online meta-search platform for in-destination experiences. Properties can now leverage PlacePass to offer guests memorable experiences when they travel, allowing them to choose from 100,000 plus authentic local experiences in 800 destinations worldwide.

“Whether guests are here on business or pleasure, they want to maximize their time away from home and return to their friends and family with a story to tell,” Jason Ford, general manager or the Sheraton Salt Lake City Hotel, says. “As a result, they are seeking truly local experiences–from hot air balloon races to a trip to the world-renown Bonneville Salt Flats–and we are not only obligated but also delighted to respond to these requests both in-person and with the latest technology.”

RELATED ARTICLES

Actabl Launches HotelData.com, Debuts Budget Planning Guide

ATLANTA, Georgia—Actabl announced the launch of HotelData.com, a new free data resource for the hospitality industry. Powered by Actabl’s proprietary hospitality data, HotelData.com is...

CoStar: U.S. Hotel Industry Continues to Report Negative Yearly Comparisons

ARLINGTON, Virginia—The U.S. hotel industry reported negative year-over-year comparisons, according to CoStar’s latest data through July 12. U.S. Hotel PerformanceJuly 6-July 12, 2025Percentage change from comparable...

Charlestowne Hotels Adds Two Hotels to Managed Portfolio

CHARLESTON, South Carolina—Charlestowne Hotels announces the addition of two university-affiliated properties to its portfolio: Granville Inn in Granville, Ohio, and The Inn at Patrick...

Extended Stay America Select Suites Wildwood – The Villages Opens

CHARLOTTE, North Carolina—Extended Stay America announced the opening of the Extended Stay America Select Suites Wildwood – The Villages. Located in Wildwood, Florida, the...

CoStar: U.S. Hotel Construction Fell for Sixth Consecutive Month

ARLINGTON, Virginia—The volume of U.S. hotel rooms under construction decreased year over year for a sixth consecutive month, according to CoStar’s June 2025 data. U.S....

Marcus & Millichap Closes Sale of Sleep Inn Sumter

SUMTER, South Carolina—Marcus & Millichap announced the $3.5 million sale of Sleep Inn Sumter, a 63-room hotel located in Sumter, South Carolina. "We were able...