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Digitalization of hospitality - statistics & facts

The hospitality industry encompasses a variety of fields within the service industry such as lodging, tourism, food and drink services, and even theme parks. In 2020, the size of the global hospitality market reached 3486.77 billion U.S. dollars and was forecast to grow to 4132.5 billion U.S. dollars in 2021. One of the main ways this industry is currently looking to streamline its goods and services is by digitalizing. Increased online food delivery has facilitated the digitalization of the restaurant industry, and now accommodation services are following suit. When executives in the global travel and hospitality industry were surveyed on the main business priorities of travel and hospitality companies in 2020, roughly half of respondents stated that “new technology to better serve customers and/or suppliers” was a business priority. When those same executives were asked whether their company had an individual or team directly responsible for digital transformation, 84 percent stated that they did have someone responsible for digital transformation in 2020.

How will the hospitality industry be digitalized?

In early 2021, executives in the global travel and hospitality industry had several plans for digitization in the pipeline. Digitalizing hotel information, as well as the check-in/check-out process, were just some of the main aspects of the guest experience that hoteliers were looking to digitalize later that year. Consumers also took an interest in which aspects of the guest experience hoteliers would digitalize. Between July and August 2020, a worldwide survey was conducted to determine the percentage of hotel guests who would use an app to open their room door. The results indicated that a significant majority of respondents, 73 percent, would prefer to use an app to open the door of their room. If implemented, not all of these digital improvements would be merely for convenience. The coronavirus (COVID-19) pandemic led to a demand for contactless options between services and consumers in 2020. Indeed, many travelers have become more aware of the need to avoid health risks when traveling. Subsequently, the share of travelers who believe accommodations will need to use the latest technologies to make travelers feel safe due to COVID-19 was 73 percent in July 2020.

How long will it take for the hospitality industry to digitalize?

While many companies aim to digitalize in the future, some are adapting quicker than others. In 2020, the confidence level of travel and hospitality companies to deliver on their digital objectives worldwide was not especially high. Only 26 percent of those who participated in the survey stated that they were “quite confident” about their company’s ability to meet their digital objectives. Meanwhile, the familiarity of travel and hospitality companies with cloud computing was also not that high, with 35 percent of companies saying that their organization was “very familiar” with the idea, while 48 percent were “somewhat familiar”. Similarly, in February 2021, the global share of hoteliers who believe that all their IT environments will be on the cloud in the next two years was 28 percent.

Key figures

The most important key figures provide you with a compact summary of the topic of "Digitalization of the hospitality industry" and take you straight to the corresponding statistics.

Guest preferences

Restaurant digitalization

Interesting statistics

In the following 4 chapters, you will quickly find the 22 most important statistics relating to "Digitalization of the hospitality industry".

Digitalization of the hospitality industry worldwide

Dossier on the topic

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Digitalization of hospitality - statistics & facts

The hospitality industry encompasses a variety of fields within the service industry such as lodging, tourism, food and drink services, and even theme parks. In 2020, the size of the global hospitality market reached 3486.77 billion U.S. dollars and was forecast to grow to 4132.5 billion U.S. dollars in 2021. One of the main ways this industry is currently looking to streamline its goods and services is by digitalizing. Increased online food delivery has facilitated the digitalization of the restaurant industry, and now accommodation services are following suit. When executives in the global travel and hospitality industry were surveyed on the main business priorities of travel and hospitality companies in 2020, roughly half of respondents stated that “new technology to better serve customers and/or suppliers” was a business priority. When those same executives were asked whether their company had an individual or team directly responsible for digital transformation, 84 percent stated that they did have someone responsible for digital transformation in 2020.

How will the hospitality industry be digitalized?

In early 2021, executives in the global travel and hospitality industry had several plans for digitization in the pipeline. Digitalizing hotel information, as well as the check-in/check-out process, were just some of the main aspects of the guest experience that hoteliers were looking to digitalize later that year. Consumers also took an interest in which aspects of the guest experience hoteliers would digitalize. Between July and August 2020, a worldwide survey was conducted to determine the percentage of hotel guests who would use an app to open their room door. The results indicated that a significant majority of respondents, 73 percent, would prefer to use an app to open the door of their room. If implemented, not all of these digital improvements would be merely for convenience. The coronavirus (COVID-19) pandemic led to a demand for contactless options between services and consumers in 2020. Indeed, many travelers have become more aware of the need to avoid health risks when traveling. Subsequently, the share of travelers who believe accommodations will need to use the latest technologies to make travelers feel safe due to COVID-19 was 73 percent in July 2020.

How long will it take for the hospitality industry to digitalize?

While many companies aim to digitalize in the future, some are adapting quicker than others. In 2020, the confidence level of travel and hospitality companies to deliver on their digital objectives worldwide was not especially high. Only 26 percent of those who participated in the survey stated that they were “quite confident” about their company’s ability to meet their digital objectives. Meanwhile, the familiarity of travel and hospitality companies with cloud computing was also not that high, with 35 percent of companies saying that their organization was “very familiar” with the idea, while 48 percent were “somewhat familiar”. Similarly, in February 2021, the global share of hoteliers who believe that all their IT environments will be on the cloud in the next two years was 28 percent.

Interesting statistics

In the following 4 chapters, you will quickly find the 22 most important statistics relating to "Digitalization of the hospitality industry".

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