There could be expectations created based on generation with respect to the hotel and hospitality industry. The gaps can be understood in two ways. Firstly, an understanding of how generational gaps can change user experience requirements, and secondly, how the generational gaps changes the man agent workspace. In the former, the generations are considered as the consumers and their motivations, and in the latter, they are considered as the people working in the hotels and hospitality industry.
The first example of the generation that is already influencing the hotel industry based on what they need like experiences they seek is the millennial. The millennial generation is one that is seen to be much a digital native. The digital natives are strongly connected through the use of cell phones and other mobile devices and live in a fast paced culture where they pretty much get what they want when they want it. This is a generation that has information at its fingertips, so this generation would most definitely be able to pose a challenge for the hotel industry. They can change marketing habits such as word of mouth marketing concerns and more. It is imperative that the behaviour of these sets of tourists must be understood for the hotel environment to thrive. “The evolution, and success, of many companies in the tourism industry will depend on how they adapt to this client profile. Millennials are the new generation of travellers and they are probably the ones who have contributed the most to the hospitality revolution we have been witnessing in the last few years” (Jaume, 2015, para. 3).
The above table highlights the differences of the millennials with the baby boomers. Millennials need newer experiences and they would not worry about paying for the experiences. They want innovations in the market and they want their leisure time in a tour or a trip to be managed well. In addition, these are the clients that want choices but still would have favourites when it comes to choices.
An aging population is being created on the other hand in Australia which again is posing a threat to the hospitality industry, because this is a population that has a much different set of concerns. The baby boomers are the aging population and Generation X is move towards the aging clientele list, too.