The hospitality industry includes any company that provides leisurely products and services and focuses on customer satisfaction. This includes:

• Travel and tourism: Cruises, passenger railroad services, airplanes and other modes of transportation that move people from one place to another
• Lodging: Hotels, resorts, campgrounds, hostels, motels and other places that provide sleeping accommodations
• Recreation: Amusement parks, movie theaters, museums, zoos, spectator sports centers and other activities that provide entertainment
• Food and beverage: Restaurants, cafes, diners, bars and other places serving food and drink

The goal of hospitality services is to provide customers with an enjoyable experience. While the industry has existed for many years, it has seen many changes. Industry trends include:

• Providing the latest technology for guests to use at your facility
• Keeping websites and apps updated as customers research and plan their trips
• Receiving a higher amount of international visitors, creating the need to tailor experiences to different needs and cultures
• Implementing more services dedicated to well-being, such as fitness centers and healthy foods

Success in the hospitality industry depends on the quality of customer satisfaction, disposable income amounts and quantity of leisure time.

The hospitality industry was one of the most affected during the coronavirus pandemic. Limited traveling, quarantine practices and public space shutdowns affected restaurants, hotels and other hospitality businesses. As coronavirus cases decrease and more businesses open again, the hospitality industry will need to demonstrate to its customers that health and safety are priorities. The coronavirus pandemic’s effects will continue to be apparent in hospitality, meaning businesses will need to address and overcome these changes to return to pre-pandemic figures more quickly.

Some other challenges in the hospitality industry include:

• New technology implementation: Many new technologies are available for the hospitality industry, including self-check-in, online ordering and payments through apps. Customers expect interactions with both people and technological systems. Hospitality businesses need to implement technology and understand its operational parameters and troubleshooting techniques to provide a better experience. Customers also expect accommodations such as flat-screen TVs and free Wi-Fi, which hospitality enterprises need to provide.
• Environmentally friendly practices: Customers value companies that make an effort to adhere to sustainable practices. Hospitality businesses need to assess their products, systems and practices to ensure these are environmentally friendly.
• Security integrity: Sociopolitical and economic challenges shape traveling patterns, which affects the hospitality industry. These businesses need to make their customers feel comfortable and safe in their facilities. Hotels, resorts and similar companies also store sensitive employee and customer data that needs protection from cyberattacks.
• Employee retention: Though the hospitality industry is expected to grow, it struggles with high turnover rates. These businesses must implement methods that will attract quality talent and retain them for many years. This aspect means the hospitality sector will need to be competitive in the job market.

Achieving ISO certifications for the hospitality industry will position your business to be efficient and competitive, improving customer satisfaction. Compliance can give your hospitality business these benefits:

• Improve property value: Careful financial planning results in more revenue available to invest back into your property. A facility that is well taken care of is more valuable and will make a positive impression on your customers.
• Promote the best practices: Being certified to hospitality industry standards will allow you to use best practices in your business for management, sustainability, information technology and other areas.
• Increase productivity: Some ISO standards for the hospitality industry, such as ISO 9001, require you to analyze your business processes to identify vulnerabilities. Implementing principles will increase your efficiency and improve your company.
• Enhance the customer experience: Hospitality industry ISO certifications will improve the quality of your products and services. Your customers will have a better experience with your business, reducing the need for complaint management and ensuring their loyalty.
• Increase revenue: Certifications to ISO standards demonstrate a commitment to improved operations, which results in cost savings.