Hishoo
AI prompts and conversation analysis
The generational gap in hotels: a challenge for service & sales
Today’s hospitality industry is experiencing a generational gap in hotel customer service. However, the significant generational gap between front desk staff and guests creates both challenges and opportunities.
While younger employees from Gen Z (18-24 years old) dominate front-line hotel roles, the primary revenue-generating guest demographics are Millennials (25-44 years old) and Gen X (45-54 years old).
This generational gap shows up primarily in the mismatch in communication styles and expectations and can affect both the guest experience and hotel sales.
Hospitality workforce vs. guests trends
The workforce: young, fast-paced, and short-tenured
The hospitality workforce skews young, with 60% of employees under 34 years old. Specifically:
- 16-24 years old (Gen Z): 28% of the workforce, average tenure of 1.2 years, high turnover at 35%.
- 25-34 years old (Older Gen Z & Younger Millennials): 32% of the workforce, tenure of 2.8 years, turnover rate of 28%.
- The high turnover and short tenure suggest that many front desk employees are inexperienced and may struggle with understanding the expectations of older, high-value guests.
The guests: experience-oriented and relationship-driven
Revenue insights reveal that the 35-44 age group contributes the highest hotel spending at $32.4B, while the 25-54 age range represents the largest market segment. However, only 20% of hotel employees fall within the 35-44 age group, creating a clear generational service gap.
- Millennials (25-44): Value personalized experiences, seamless digital interactions, and efficiency.
- Gen X (45-54): Prioritize loyalty programs, relationship-based service, and direct communication.
- Boomers (55+): Expect formal service, in-depth assistance, and human connection.
Younger staff, accustomed to casual and tech-driven communication, may struggle to align with these preferences.
With these challenges, how can hotel managers improve guest communication and train young employees effectively?
The front desk communication gap: a real-life scenario
Meet Anna, a 22-year-old front desk associate at a boutique hotel. She’s part of the generation that grew up with smartphones, social media, and instant messaging. One evening, she receives a phone call from Mr. Collins, a 48-year-old guest checking in late.
The communication breakdown
Mr. Collins: “Hi, I just arrived in the city. Can you confirm my reservation and let me know if my room has a balcony?”
Anna (typing quickly into the system): “Yes, I see your booking. One second.”
(Long pause.)
Mr. Collins: “Hello?”
Anna (realizing she should say more): “Uh, yes! You have a deluxe room. The details are in your email.”
Mr. Collins: “I prefer verbal confirmation, not just an email. Also, can I extend my stay?”
Anna hesitates. She’s not sure about the extension policy and isn’t comfortable navigating a long conversation over the phone. The silence makes the guest frustrated, and he starts questioning the hotel’s service quality.
How the generational gap affects service and sales
Communication styles differ
– Gen Z employees favor quick, text-based interactions and informal language.
– Older guests prefer detailed, professional, and face-to-face communication.
Technology expectations vary
– Younger employees adapt quickly to digital systems but may overly rely on them.
– Gen X expect human engagement alongside technology.
Service priorities clash
– Younger staff prioritize speed and efficiency.
– Older guests value thorough assistance and relationship-building.
How AI-powered hotel communication assistant can help
The key to bridging the generational gap in hospitality is supporting young employees with real-time AI assistance. Here’s how AI-driven tools, like Hishoo’s AI-powered front desk assistant, help:
- REAL-TIME CALL PROMPTS: AI suggests responses, ensuring clear, structured communication with guests.
- KNOWLEDGE BASE FOR HOTEL STANDARTS: Staff can instantly retrieve policies on reservations, room upgrades, and amenities.
- PERSONALIZED UPSELLING PROMPTS: AI reminds staff of upsell opportunities—for example, suggesting a suite upgrade if a guest asks about a balcony.
- CONTINIOUS IMPROVEMENT & MOTIVATION: Employees stay engaged through gamification, with real-time feedback and performance-based rewards.
In Anna’s case, an AI-powered front desk assistant could have prompted her to:
- Acknowledge the guest’s concern verbally.
- Confirm the reservation clearly.
- Offer an extension option or escalate the request.
- Suggest an upgrade based on Mr. Collins’ preference.
With AI, hotel guest communication improves, leading to higher guest satisfaction and increased revenue opportunities.
Hotel managers! Think like parents when training Gen Z staff
If you’re a hotel manager or owner, you’ve probably noticed how your own children prefer texting over calling. They expect quick interactions, immediate feedback, and structured responses. Your Gen Z hotel employees communicate the same way!
However, guests (Millennials & Gen X) expect more than just quick messages—they value personalized service, voice interactions, and a human touch. As a hotelier, your role is to help young staff develop these skills while leveraging technology.
The solution: blending AI & human interaction
By integrating AI in hotel training and day-to-day work, you can:
- Reduce the stress of live guest interactions for young employees.
- Ensure hotel standards are consistently followed in every call.
- Make training engaging with real-time feedback and gamification.
- Improve hotel service personalization without increasing staff workload.
Generational gap in hotel: adapting to the future of hospitality
The hospitality industry is evolving, and the generational gap in hotel service is a challenge that AI-powered hotel communication tools can solve.
By equipping young front desk staff with real-time AI support, hotels can:
- Improve guest communication.
- Increase upselling success.
- Enhance hotel employee training efficiency.
- Create a better guest experience that drives revenue.
Hotels that adapt to these hospitality workforce trends will stay ahead of the competition while delivering exceptional service for all generations.
Want to see how AI can transform your hotel’s front desk experience? Contact us to schedule a demo of Hishoo’s AI-powered hotel assistant!
What if your staff handled every call with confidence and precision?
- Every guest conversation follows a seamless structure, increasing bookings.
- You get valuable insights into team performance and service quality.
- New employees integrate faster, performing effectively from day one.