Democratizing Travel

What Hotels Need to Compete in the Era of Airbnb

John Smallwood, CEO, Travel Outlook

Getting to know your guests’ needs is a task easier said than done.

As travel experiences come in all shapes and sizes, so too do the various needs of guests at hotels. This is all the more relevant in a time when the hotel industry is competing with home-share sites like Airbnb and losing out to them when offering a less authentic travel experience.

Identifying a customer’s needs becomes crucial when marketing a product or service, whether that be in the transportation industry or the sale of coffee. But how might this apply to the hotel industry?

80% of Millennials seek unique travel experiences

80% of millennials seek unique travel experiences According to the Airbnb and The Rise of Millennial Travel report, the vast number of millennial travelers are no longer just seeking destinations, they’re seeking travel experiences, It, also, states that over 50% of U.S. respondents wanted an active vacation that was full of exploration and discovery. When it comes to new locations it’s adventure and hidden places that rank higher than more sedate holidays. In addition to this, 3/4 of the same respondents prefer to skip familiar locales when eating in favor of more exotic and authentic restaurants.
What millenials are seeking Travel Outlook
Source: Airbnb and the Rise of the Millennial Travel Report 2016

How can hotels learn from this? And how can hotels use this information to identify their own guest’s needs? These are some of the questions raised in our latest white paper, Remaining Relevant in the Age of Airbnb.

In this report, readers can also learn best practices when training their staff to identify the best way to cater to their guests. Given they are often the first and last point of contact between your hotel and guests, it’s imperative that all the moving parts function as one and provide consistent quality service. Which is why training your staff to isolate what your customer’s needs are is essential to a hotel looking to provide the best travel experiences.


This is one in a series of essays by John Smallwood, CEO of Travel Outlook Premium Reservations Call Center about voice reservations, the second most profitable revenue channel.

About Travel Outlook Hotel Reservation Call Center Services

In addition to the unique use of world-class call center technology, Travel Outlook is the only call center certified by Kennedy Training Network, the hotel industry’s best source for sales training and guest service excellence. Its luxury call team is tested by Forbes and Kennedy each month. Travel Outlook is a hospitality company that takes reservations calls, not a general call center with a handful of hospitality clients.