New Consumer Needs in the HoReCa Sector

The HoReCa sector (hotels, restaurants, cafes) is undergoing significant changes due to new consumer needs. People have become more demanding and expect not only high service quality but also convenience, innovation, and environmental consciousness.

Personalization

One of the key requirements of modern clients is a personalized approach. Today, consumers seek individual offers that cater to their tastes and preferences. According to a Deloitte study, 60% of clients return to establishments that provide personalized service. The use of artificial intelligence and big data technologies allows gathering information about guest preferences and offering unique solutions that meet their expectations.

Digitalization

The next big change is the digitalization of services. Consumers expect fast and convenient ways to interact with establishments — from online booking to contactless payments. There is growing demand for mobile apps that not only allow booking tables but also provide access to special offers and discounts. Digital solutions also help optimize internal processes, leading to increased efficiency and cost reduction.

Sustainability

Environmental consciousness has become another important consumer demand. People prefer establishments that use eco-friendly products, minimize waste, and follow sustainable development principles. For instance, research from ADM and Whole Foods highlights that clients increasingly value resource-saving measures, such as using reusable materials or avoiding plastic. Consumers are ready to support brands that offer not only quality but also ethically produced products.

Safety and Hygiene

The COVID-19 pandemic has also shifted the focus to safety and hygiene. Establishments have had to adapt to new safety standards by introducing contactless service, enhanced hygiene measures, and quality control. Consumers have become more attentive to these aspects and now expect establishments to guarantee the highest level of safety.

Conclusion

New consumer needs in the HoReCa sector present both a challenge and an opportunity for businesses. Personalization, digitalization, sustainability, and safety are the factors that will determine the success of an establishment in the coming years. Companies that timely adapt to these changes will not only retain their clients but also attract new ones.