Building Loyalty with Intergenerational Spa and Wellness Programs

By Mia A. Mackman President & Owner, Mackman ES | August 27, 2017

Growth in travel and tourism continues to rise in conjunction with intergenerational lifestyles, shifting values and increasing wellness keynotes. Every generation has unique preferences and imperatives that set them apart and stick. Accounting for nearly half of the population, Millennials and Generation Z have considerable weight in the market share. This article examines perceived values vs. core values and the benefits of incorporating a multi-generational, multi-faceted approach to spa and wellness programming to enhance customer spend and loyalty.

Generational Overlay

The structure of the family unit has dramatically changed over the years. This has inevitably impacted families, day-to-day living, tourism and travel. The Pew Research Center reported “a record 60.6 million Americans live in multigenerational households.” (Figure 1) This averages to “nearly one-in-five Americans” that are living in a diverse family environment with a multigenerational overlay.

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Generation X and Millennials are the “bridge markets” between the aging Baby Boomer population and the radically different mindset of Generation Z. The Millennial market has been the most studied, documented and #selfie-chronicled generation of all time. Whereas many seek to understand the mentality and profile the millennials up close, most forget they are yet, a part of the bridge connecting the choices made today to the behaviors and preferences of the future.

Unlike the generations before them, Millennials and Gen X are immersed in modern-day parenting. They face higher demands on time, financial uncertainty and chronic social, political and lifestyle changes. They are also the first generations to raise children in a highly digital age alongside a constant interface with the internet. Despite the challenges of parenting and striving towards well-being and work-life balance, their dedication to multi-task, care-take and provide for their aging parents is stronger than ever.

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.