From In-Person to Virtual: Hotel Sales Transformation

For decades, physical site inspections were integral to the hospitality industry, allowing prospective buyers to visit properties, assess facilities, and make informed decisions. This hands-on approach was seen as essential for ensuring that a space met the specific needs and expectations of the customer.

The rise of remote work, accelerated by the COVID-19 pandemic, has fundamentally changed how businesses operate. During this time, hotels faced a significant challenge in securing future bookings because physical site inspections were largely impossible due to travel restrictions and safety concerns. Without the ability to conduct these in-person visits, many customers hesitated to commit to future bookings, leading to a slowdown in new business. This gap in the sales process made it difficult for hotels to secure future events and reservations, directly impacting their revenue and long-term planning.

This shift forced hotels to quickly adapt and find alternative ways to showcase and sell their properties remotely. With the traditional method of in-person site inspections no longer feasible, many hotels turned to digital solutions. They began using immersive technology, such as virtual tours, 360° images, CGI (Computer-Generated Imagery), and high-quality videos, to provide potential customers with a comprehensive view of their spaces from afar, mimicking the feel of a physical visit. This transition helped hotels maintain business during the pandemic but also introduced a more flexible and efficient way to sell their properties, which continues to benefit them even as restrictions have eased.

Now, a few years later, digital tools and remote space exploration have become the norm in the industry. Sales teams rely on these technologies to sell more efficiently, reaching customers globally and providing them with immersive experiences that help close deals faster.

Personalization Through Immersive Content

A key advantage of these platforms is their ability to deliver personalized experiences. Sales teams can enhance virtual tours with additional digital collateral such as brochures, floor plans, and voice memos, tailoring the presentation to the specific needs and interests of each client. This level of customization improves the customers’ understanding of the property and strengthens the overall impact of the sales pitch.

For example, a customer interested in hosting a conference at a hotel could receive a virtual tour that highlights relevant features, such as meeting spaces, audiovisual equipment, and catering options. They can also visualize the layout of the space using CGI, which allows them to see customized configurations, such as seating arrangements or stage setups, tailored to their event needs. A sales representative might also provide a personalized audio snippet, offering insights and addressing potential concerns for the customer. This approach ensures that customers receive all necessary information in a format that resonates with them, reducing the need for follow-up inquiries and making the decision-making process more efficient.

Environmental Benefits and Sustainability

According to the United Nations Environment Program,  the hospitality industry contributes about 1% of global carbon emissions. To ensure that the industry’s growth doesn’t lead to more carbon emissions, it needs to reduce its emissions by 66% by 2030 and 90% by 2050 compared to 2010 levels. Eliminating the need for site exploration travel by using an immersive platform helps reduce the carbon footprint associated with property inspections.

Moreover, the digital nature of these platforms reduces reliance on printed materials. Traditional site inspections often involve distributing physical brochures, floor plans, and other documents, all of which contribute to paper waste. With everything accessible online, customers can review materials without the environmental impact of printing and shipping, further aligning with the growing emphasis on sustainability in the hospitality industry.

The Future of Site Inspections in Hospitality

As the trend towards remote work and digitalization continues, the reliance on physical site inspections is expected to decline even further. Immersive selling platforms are continually improving, adding new features that increase convenience and personalization. These advancements make these platforms more effective than traditional site visits, offering a more efficient and tailored way to showcase properties and making it easier for sales teams to connect with potential customers.