It’s no secret that the hospitality industry is undergoing a digital transformation, fuelled by advancements in technology, changing guest preferences, and a greater focus on sustainability. As we hurtle towards 2025, we wanted to take a moment to look at the top trends in the hospitality sector in the next year and beyond.
- Personalisation and AI
AI will become a greater part of the guest experience allowing hoteliers to offer their guests a more personalised experience from the moment of booking.
While, AI-powered systems will analyse guest data to anticipate preferences and deliver tailored recommendations, from personalised room settings (temperature, lighting, and entertainment) to menu choices. AI chatbots and virtual concierges will become commonplace, offering 24/7 customer service and assisting with everything from dining reservations to on-demand requests. This trend will likely increase guest satisfaction and loyalty, as hotels leverage data to craft experiences that feel uniquely designed for each individual guest.
- Voice-Activated Ordering and Service
With the continued advancement of voice recognition technologies, pubs, bars, and restaurants will continue to integrate voice-activated systems into service models. Customers will be able to place orders or request assistance simply by speaking to a voice assistant (like Amazon Alexa or Google Assistant) at their table, at the bar, or even remotely when ordering ahead. This hands-free, frictionless ordering will improve convenience and reduce wait time.
- Fully Integrated Mobile Ordering and Payments
Mobile apps will continue to evolve and integrate into the dining experience, allowing customers to browse menus, place orders, pay bills, and leave tips all from their smartphones. The use of QR codes will become ubiquitous for contactless ordering, with mobile payments quickly becoming the default method. Customers will be able to fast track the queue, order from their table, or pay and leave when they’re ready, streamlining the dining experience.
- Robotic and Automated Service
Automation and robotics have been a quirky addition to chains such as Las Iguanas as they deliver food and drinks to tables, but in 2025 they will become more popular front and back-of-house. Robots will continue to deliver drinks or food to tables, while automated bartenders or drink-making machines can quickly mix complex cocktail orders with precision. In kitchens, robots and AI-powered devices will assist in food preparation, ensuring consistency and efficiency. While human staff will still be integral, automation will help reduce labour costs, reduce errors and improve speed of service.
- AR/VR Menus and Interactive Experiences
The advancement of Augmented Reality (AR) and Virtual Reality (VR) provide opportunities to create more immersive and interactive dining experiences. Customers will increasingly have the opportunity to use AR glasses or smartphones to see a 3D visualisation of menu items, helping them make more informed choices. Restaurants may also offer virtual tours or themed dining experiences through VR, offering a unique, engaging way to interact with the venue’s theme or culinary concepts.
- Sustainability through Digital Tracking
With sustainability at the top of many operators’ agendas, we are likely to see an increase of use of digital tools that track and manage food waste, sourcing, and energy use. Blockchain technology may be employed to provide transparency in supply chains, allowing customers to trace the origins of their food and verify sustainable sourcing practices. Additionally, apps could help businesses monitor their carbon footprints in real time, allowing them to take proactive steps to reduce energy consumption as well as minimise waste.