Delivering Exceptional Guest Experience in Top Hospitality Sectors with Self-service Kiosks

Various sectors in the hospitality industry come together to create enjoyable experiences for travelers and locals.

From comfortable places to stay to delicious food, exciting entertainment, and well-organized events, the hospitality sector is diverse and constantly changing to meet people’s needs.

The global self-service kiosk market in hospitality is expected to reach USD 42.74 billion by 2028, growing at a CAGR of 6.22%.

Self-service technology has become increasingly vital in shaping the trajectory of the hospitality industry, playing a pivotal role in enhancing services and augmenting customer experiences.

However, its significance has been magnified in the aftermath of the COVID-19 pandemic, which wrought havoc on numerous businesses within the sector.

As brands begin their recovery journey, technologies like self-service kiosks are indispensable in navigating the post-COVID landscape.

In this blog, we’ll be on a journey to explore the top sectors within this dynamic industry, shedding light on their significance and impact. Also, we’ve added hospitality business examples to help you get in the right direction.

Let’s read on.

Understanding the Hospitality Industry

The hospitality industry is a sector that offers travelers and tourists comfort, convenience, and entertainment. It includes hotels, restaurants, bars, transportation services, event planning, and other related businesses.

One of the critical aspects of the hospitality industry is its focus on customer service and satisfaction. Businesses in this industry strive to create memorable experiences for their guests, whether staying at a hotel, dining at a restaurant, or attending an event. This emphasis on customer experience has helped the industry grow significantly over the years.

The hospitality industry plays a crucial role in the global economy, contributing significantly to GDP and providing millions of jobs worldwide. The sector contributes $8.3 trillion, equivalent to 10.4% of the global GDP. It employs 313 million individuals, representing one in ten jobs worldwide.

In recent years, the hospitality industry has experienced steady growth, driven by rising disposable incomes, increased leisure and business travel, and the expansion of international tourism.

Technological advancements have significantly influenced the growth of the industry.

What are the Key Sectors in the Hospitality Industry

Before diving into specifics, let’s take a moment to appreciate the broad spectrum of sectors that fall under the umbrella of hospitality.

Each sector, including accommodation, food and beverage, event planning, and entertainment, plays a vital role in shaping the hospitality landscape.

Let’s delve deeper into some of the standout sectors:

1. Accommodation Sector

The accommodation sector is at the core of hospitality, offering travelers a home away from home. This sector encompasses various options, including hotels, resorts, hostels, vacation rentals, and bed and breakfasts.

Whether a luxurious suite overlooking a bustling city skyline or a quaint cottage in the countryside, accommodations cater to guests’ diverse preferences and budgets worldwide.

This provides a variety of options, each crafted to meet different preferences:

  • Grandiose Hotels: Luxurious havens with impeccable service, Michelin-starred restaurants, and panoramic cityscapes.
  • Tranquil Resorts: Secluded getaways with rejuvenating spa treatments, exotic cuisine, and oceanfront bungalows.
  • Social Hostels: Vibrant hubs buzzing with laughter-filled meals, forging friendships, and authentic local culture.
  • Hidden Gem Vacation Rentals: Charming cottages, cozy cabins, or sun-drenched villas for a local living experience.
  • Cozy Bed and Breakfasts: Quaint B&Bs with personalized attention, homemade breakfast, and intimate ambiance.


  • Luxury Hotels: The Ritz-Carlton, Four Seasons, and Waldorf Astoria
  • Boutique Hotels: Ace Hotel, Kimpton Hotels, and Soho House
  • Vacation Rentals: Airbnb, Vrbo, and HomeAway

2. Food and Beverage Sector

Culinary experiences play a pivotal role in overall guest satisfaction, making the food and beverage sector a cornerstone of the hospitality industry. From gourmet restaurants to casual cafes, this sector offers tempting flavors and cuisines to tantalize patrons’ taste buds.

The F&B landscape has evolved from generic menus to diverse and electrifying culinary experiences. Gourmet restaurants push boundaries with avant-garde techniques, while casual cafes offer modern twists on comforting classics.

Food trucks and pop-up kitchens bring innovation and vibrancy, and ethnic eateries transport diners with authentic flavors.

Yet, more than taste alone is needed for the modern traveler. Food tourism has emerged, offering immersive experiences connecting travelers to local cultures through their palates.

This has fueled movements like farm-to-table, emphasizing fresh, seasonal ingredients and sustainable practices.

Culinary trends span continents, with plant-based options and fusion cuisines gaining popularity. Restaurants serve as platforms for storytelling, weaving local narratives into their menus and ambiance. This dynamic landscape makes F&B a key differentiator in hospitality.

It’s not just about satisfying hunger; it’s about forging connections, creating memories, and leaving lasting impressions.

So, the next time you enjoy a dish at a hotel, remember that it’s more than a meal—it’s a crafted experience waiting to be savored.

Moreover, with the rise of food tourism and culinary trends, there’s an increasing emphasis on creativity, sustainability, and authenticity in F&B offerings.


  • Fine Dining Restaurants: Per Se, Eleven Madison Park, and Osteria Francescana
  • Fast Casual Chains: Shake Shack, Chipotle, and Sweetgreen
  • Specialty Coffee Shops: Starbucks Reserve, Blue Bottle Coffee, and Intelligentsia Coffee

3. Travel and Tourism Sector

As the travel industry continues to evolve globally, it remains a critical driver of economic growth and cultural exchange.

This multifaceted sector encompasses various services, such as transportation, tour operators, travel agencies, and destination management organizations.

From discovering iconic landmarks to immersing oneself in cultural experiences or seeking adventure in remote destinations, travelers depend on the expertise of this sector to craft unforgettable journeys.

Here’s expanding on the various aspects of the travel and tourism sector:

TransportationAirlines, railways, cruise lines, etc., efficiently and safely connect travelers.
Tour OperatorsOrganize travel packages for adventure, cultural, or luxury experiences.
Travel AgenciesAssist in trip planning, and bookings, and provide personalized recommendations.
DMOsPromote destinations, manage events, and ensure sustainable tourism practices.
Technology IntegrationOnline platforms, mobile apps, and digital marketing enhance customer experiences.
Sustainable TourismMinimizes environmental impact supports local communities, and preserves cultural heritage.
Industry ChallengesGeopolitical instability, natural disasters, pandemics, and changing consumer behavior require adaptability and resilience.


  • Airlines: Delta Air Lines, Emirates, and Singapore Airlines
  • Tour Operators: Trafalgar, G Adventures, and Abercrombie & Kent
  • Online Travel Agencies: Expedia,, and TripAdvisor

By considering these additional aspects, we gain a more comprehensive understanding of the travel and tourism sector’s significance and complexity in shaping global economies and fostering cultural exchange.

4. Event Planning and Management

From corporate conferences to extravagant weddings, the event planning and management sector orchestrates unforgettable experiences that impact attendees.

This dynamic industry encompasses various services, from venue selection and catering to decor, entertainment, and logistical coordination.

Event professionals, renowned for their meticulous attention to detail and creative prowess, dedicate themselves to transforming clients’ visions into reality, ensuring each occasion is executed flawlessly and exceeds expectations.


  • Event Planning Companies: Eventbrite, Cvent, and Eventbrite
  • Wedding Planners: The Knot, WeddingWire, and Mindy Weiss Party Consultants
  • Corporate Event Management: George P. Johnson, MCI Group, and Freeman

5. Entertainment and Recreation

The demand for authentic and immersive entertainment experiences has reached unprecedented levels in an ever-evolving digital landscape.

The entertainment and recreation sector boasts a rich tapestry of activities catering to diverse interests and age groups, from theme parks and casinos to live performances and outdoor adventures.

Moreover, propelled by technological advancements and experiential design breakthroughs, this sector remains at the forefront of creativity and innovation, continually pushing the boundaries to deliver unparalleled experiences that captivate and delight audiences worldwide.

What’s driving this shift?

  • Digital exhaustion: The desire for tangible connections and sensory encounters outside digital interfaces is palpable.
  • Millennial and Gen Z inclinations: These cohorts prioritize authenticity, social engagement, and distinct experiences.
  • Innovations in technology: Virtual Reality (VR), Augmented Reality (AR), and Artificial Intelligence (AI) are revolutionizing immersion and customization potentials.


  • Theme Parks: Disney Parks, Universal Studios, and Six Flags
  • Casinos and Resorts: Las Vegas Sands, MGM Resorts International, and Caesars Entertainment
  • Live Entertainment Venues: Madison Square Garden, O2 Arena, and Sydney Opera House

6. Timeshare

Although not as prominently spotlighted as other segments, timeshare holds a notable place in the hospitality realm. It entails individuals acquiring partial ownership or usage rights of accommodations for a designated timeframe annually.

This arrangement provides vacationers flexibility and cost-effectiveness, granting them access to upscale resorts and facilities without the obligation to complete ownership.


  • Marriott Vacation Club
  • Hilton Grand Vacations
  • Wyndham Destinations

The future?

A seamless integration of physical and digital realms.

Expert Insight

Hospitality Tech Boom: Rise of Self-service Kiosks in the Hospitality Industry

The rise of self-service kiosks in the hospitality industry is reshaping guest experiences and operational efficiency. These kiosks streamline check-ins, enable fast-food ordering, and offer convenient ticketing at airports and entertainment venues.

According to a PYMTS survey, 9.4% of retail customers prefer self-service checkouts because they perceive them to be faster, while 34.7% opt for them due to shorter lines.

At the Dodgers Stadium, installing kiosks for concessions led to a 20% increase in average order value.

The popularity of self-checkout in supermarkets is evident, with nearly 50% of customers using them on at least 75% of their shopping trips.

An additional 30% opted for them on about half of their trips.73% of shoppers prefer self-service kiosks over interacting with store associates.

As technology advances, self-service kiosks are expected to play an even more significant role in enhancing guest satisfaction with personalized services.

How do Self-Service Kiosks Empower Different Sectors of the Hospitality Industry?

Are you curious about the roles of self-service kiosks in the hospitality industry? These innovative machines are changing how we experience hotels, restaurants, airports, retail stores, and entertainment venues. Let’s explore how they’re transforming these sectors and enhancing our interactions.

  • Imagine checking into a hotel without waiting in line at the front desk. Self-service kiosks allow you to check in and check out quickly, choose your room preferences, and learn about hotel amenities on your terms. This not only saves time but also gives you a more personalized experience.

  • In restaurants, self-service kiosks are making dining out more accessible and more enjoyable. You can browse menus, place orders, and pay for meals without flagging a server. This speeds up the ordering process, reduces errors, and allows restaurants to serve more customers.

  • Fast food chains are also using self-service kiosks to improve customer service. You can customize your order, pay quickly, and get your food faster. This means less time waiting in line and more time enjoying your meal.

  • At the airport, self-service kiosks make checking in for your flight a breeze. You can complete check-in procedures such as printing your boarding pass, checking your bags, and selecting your seat without waiting in long lines. This significantly reduces the hassle and stress of travel.

  • In retail stores, self-service kiosks are changing the way we shop. You can browse products, check prices, and make purchases without needing assistance from a salesperson. This gives you more control over your shopping experience and allows stores to serve more customers efficiently.

  • Entertainment venues, like cinemas and theme parks, also use self-service kiosks to improve the guest experience. You can buy tickets, food, and merchandise quickly and easily without waiting in line. This means more time enjoying the show and less time waiting around.

As the hospitality industry recovers, embracing technology is no longer just an option; it’s a necessity. Investing in self-service kiosks and other digital solutions positions businesses for success today and in the future.

By leveraging technology, businesses can enhance their adaptability, tap into fresh opportunities, and prepare for future disruptions.

Technology and Innovation: Future of Self-Service Kiosks in the Hospitality Industry

Technology has revolutionized every aspect of the hospitality industry in recent years, from guest booking and check-in processes to personalized experiences and sustainability initiatives.

Emerging technologies like AI, AR, and contactless solutions have transformed various sectors by offering new opportunities for efficiency, personalization, and safety.

The hospitality industry is seeing significant growth and innovation in self-service kiosks. With the advancement of technology and changes in consumer preferences, these kiosks are becoming more critical in shaping the guest experience. 

Here are some key trends and developments to keep an eye on:

  1. Enhanced Personalization: Self-service kiosks will become more adept at personalizing the guest experience. By leveraging data analytics and AI, kiosks can offer tailored recommendations, suggest relevant services, and anticipate guest needs based on past behavior.

  2. Contactless Solutions: The COVID-19 pandemic has accelerated the adoption of contactless technologies. Self-service kiosks will continue to evolve to offer touchless interfaces, mobile integration, and voice-activated controls to enhance safety and convenience.

  3. Environmental Sustainability: Hospitality industry trends increasingly focus on sustainability. Self-service kiosks will likely incorporate eco-friendly features such as energy-efficient designs, recyclable materials, and reduced paper usage.

  4. AR and VR: Such technologies can enhance the guest experience by providing virtual tours, interactive maps, and immersive experiences through self-service kiosks.

  5. Data Security and Privacy: As self-service kiosks collect more guest data, ensuring data security and privacy will be paramount. Kiosks must comply with strict regulations and implement robust security measures to protect guest information.

  6. Hybrid Models: Self-service kiosks offer convenience, but human interaction remains essential in the hospitality industry. Future kiosks may adopt hybrid models that combine self-service options with the availability of human staff for more complex queries or assistance.

Wrapping Up!!

In the world of hospitality, each sector adds its unique flavor to the overall experience of travel and leisure. Whether finding the perfect place to stay, enjoying a delicious meal, or immersing yourself in entertainment, every aspect creates unforgettable memories.

As we look ahead, technology continues to play a significant role in shaping the future of hospitality. Innovations such as self-service kiosks are revolutionizing how guests interact with businesses, making processes more efficient and convenient.

The hospitality industry is constantly adapting to meet consumers’ changing preferences and needs. By anticipating and adapting to these changes, companies can design and offer experiences that surpass customer expectations.

EZ-Chow has solutions such as an Online Ordering Solutions and Self-Ordering Kiosk Solutions that integrate into your existing POS systems. To learn how EZ-Chow can help you with these initiatives and more, get started by contacting us here.



Bernie Fussenegger
Bernie Fussenegger
Marketing,Branding & e-Commerce -Consultant
Click to learn more about Bernie Fussenegger

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