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Text №20The hospitality industry will undergo some marked changes through the 1990s, including “the creation of a new product.” The “product,” of course, is the hotel. It will have a smaller average room size than hotels today, offering smaller bedrooms but access to more non-sleeping space, either in the guestroom itself, like Embassy Suites. The new product will offer no food service, but will still be considered a high quality operation. There will also be a big movement toward self-service in the new “product.” More and more services will be dispensed by guests pushing buttons, listening to an electronic voice, watching words appear on screens, and there will be more reliance on computerized guidance systems. This trend toward automation will lessen the need for human service in the “product” of the future. Most of the human workers in the hotel of the future will be minimum - earning young people or elderly people. As the importance of weekend business and rate competition continues, hoteliers will attempt to draw more families on leisure trips. But, at the same time, a downturn in the luxury resort segment, too expensive for many people, will create a return to resorts resembling the cottage colonies of yesteryear. The cottages will be small housekeeping units. These new resorts will have their own sports facilities – snow, sand, sea, for example – or be adjacent to them. Stephen W. Brener President of Stephen W. Brener Associates, Inc.
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