The Future of the Restaurant, Hotel & Hospitality Industry

The hospitality sector will continue to be affected for the long run by three factors: the fight over higher wages, advancing technologies and the sharing/gig economy. To begin with, wages for hotel and restaurant workers have been under pressure to accelerate (particularly in lower-end jobs), at least in the U.S. and other well-developed economies. Several things are at work here, the most noteworthy being constant pressure in the U.S. for a higher minimum wage, while a large number of cities and states have raised their minimums. Activists, unions and many legislators have been clamoring for higher pay for those who work in such positions as cooks, cleaners, table bussers, maids, janitors and counter clerks. Employees themselves have been demonstrating for better pay and benefits, to a minor degree. Some restaurant workers have even voted to join unions, including workers at hundreds of Starbucks locations. Such trends are driving up operating costs. At the same time, in many nations, declining birth rates and/or aging populations will eventually lead to shortages of workers, here again creating the potential for wage increases.

Over the long-term, a rise in wages will boost the next trend: the application of advanced technologies to the hospitality sector. Hotels have been taking the lead here, with reasonably priced kiosks now in use that enable guests to check themselves in and pay their bills with little assistance from desk clerks. Likewise, major chains are rapidly adopting technologies that enable guests to use their smartphones as room keys, check-in platforms, and communications platforms for ordering hotel services such as room service or spa massages. A growing number of hotels are utilizing robots to deliver luggage, personal items and even room service foods to rooms. Hilton participated in a project with IBM to test a robotic concierge that can give guests tips about local attractions and transportation. Other chains testing robots have included Yotel, Crowne Plaza and Aloft.

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