Very soon, we will welcome the Year of the Snake with much of the associated traditions, customs, and fanfare. As the Lunar New Year approaches, Malaysian hoteliers are gearing up for an influx of domestic and international travelers. According to Agoda, accommodation searches for Malaysian destinations by international travelers have risen by 41% compared to last year, with interest from Singapore, China, and Indonesia. Similarly, domestic travel has seen growth, with searches for local destinations increasing by 30% year-on-year.
It’s no secret that this cultural celebration drives a surge in travel demand, presenting immense opportunities for the hospitality industry. For hoteliers, success during this time hinges on their ability to cater to a new generation of more astute guests, streamline operations, and leverage advanced payment solutions to deliver exceptional guest experiences.
Here are three important but often overlooked concepts that Malaysian hoteliers ought to grasp to prepare for the surge in seasonal travellers and make the most of the Lunar New Year holidays and beyond:
- Meet evolving guest expectations
The needs of travellers around the world today, including those in Malaysia, have evolved with the times. They expect more than a room with a view and the comforts and facilities usually associated with hotel stays. In addition to all these, they also demand seamless connectivity and frictionless experiences across every touchpoint of their journey. Whether booking online, checking in at the front desk, or making purchases at the hotel, guests value consistent and effortless interactions.
Offering preferred payment methods is a crucial part of this equation. For instance, digital wallets and contactless payment options are no longer a “nice-to-have” feature, but a necessity, especially for international travellers who may have varying payment preferences.
Moreover, integrated mobility, where guests can easily transition between online and offline channels, is vital. To paint an ideal scenario, a guest should be able to book a room online, pay for an in-room service via a mobile app, and seamlessly settle their final bill at checkout without delays or complications.
- Leverage data for strategic planning
The Lunar New Year is one of Asia’s most popular travel periods, as noted by Agoda, offering a wealth of data for Malaysian hoteliers to anticipate guest needs and optimise operations. By analysing travel patterns, hoteliers can identify booking trends, peak check-in times, and preferred services during these high-demand seasons.
For instance, understanding that family-oriented packages are particularly popular during Lunar New Year can guide the creation of tailored promotions. Data can also help hotels prepare for surges in demand, ensuring that staffing levels, inventory, and services are aligned with guest expectations. This proactive approach improves operational efficiency and enhances guest satisfaction, creating memorable stays that encourage repeat visits.
- Address operational challenges
Every hotel operator understands that high-pressure periods inevitably bring operational challenges, from payment delays and checkout bottlenecks to failed transactions. Such issues can frustrate guests and impact a hotel’s bottom line. The key is knowing how to effectively address these issues head-on.
For instance, fluctuating occupancy rates pose a significant challenge for hotels, requiring them to adapt quickly to peak and lull seasons to optimise resources and enhance guest experiences. A key issue is the manual reconciliation process during nightly audits, where staff must individually close payment terminals, cross-check transaction data, and manually input it into the property management system. This labor-intensive process increases the risk of errors and consumes valuable staff time.
Adyen’s integrated solution eliminates these inefficiencies by automatically syncing payments data with property management systems after each transaction. For example, at global hospitality operator Frasers Hospitality, this automation replaced manual audits, reduced errors, and freed up staff time. Additionally, real-time insights into occupancy and payment trends enable hotels to adjust operations seamlessly, ensuring better resource management and guest satisfaction.
Celebrating success together
The Lunar New Year is a time of celebration, unity, and opportunity for the hospitality industry. With advanced payment solutions and unified commerce systems, hotels can streamline operations and elevate guest experiences.
From online bookings to in-person checkouts, Adyen’s integrated platform connects every guest touchpoint into a cohesive system. This integration eliminates manual processes like reconciliation, simplifies mobility with touch-free payment options, and provides real-time insights into guest spending patterns. Hoteliers can tailor personalised promotions, enhance loyalty programs for high-value guests, and optimise ancillary services like dining, spa treatments, and tours, all while improving operational efficiency.
With Adyen, hotels can elevate their operations, enhance guest satisfaction, and ensure long-term success in a competitive market.
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