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Hotel Guest Engagement

Title: Hotel Guest Engagement: Retaining the Millennial Traveler.
Name(s): Lindner, Jennifer, author
Dawkins, Jim (James D.), professor directing thesis
Ransdell, Marlo E., committee member
Fishburne, Kenan A., committee member
Florida State University, degree granting institution
College of Fine Arts, degree granting college
Department of Interior Design, degree granting department
Type of Resource: text
Genre: Text
Master Thesis
Issuance: monographic
Date Issued: 2017
Publisher: Florida State University
Place of Publication: Tallahassee, Florida
Physical Form: computer
online resource
Extent: 1 online resource (163 pages)
Language(s): English
Abstract/Description: Established over 220 years ago, the first American hotels helped facilitate a quickly growing body of travelers with the essential amenities of shelter, food, drink, and other services and goods usually obtained within the household (Sandoval-Strausz, 2007). Fast-forwarding to the current year, hotels are still using these early guiding amenities, but over time, have adapted them to meet the values and needs of each passing generation. The Millennial generation, those born between the years of 1981-1996 (Gallup, 2014), demonstrate a shift in mindfulness of how they choose to live their lives that is different from previous generations (Gensler, 2016b). Their traveling habits are beginning to blend two common traveling styles together to form “bleisure” travel (Worker, S., n.d., ¶ 3). Bleisure travel is what occurs when business trips extend into weekend leisure vacations (Worker, S., n.d.). The hotel industry is in a position to adapt to this new traveling style. Hotel’s seek to retain customers as fully engaged brand followers, as they are the company’s most profitable consumer in both good and bad economic times, with high levels of emotional attachment (Sorenson and Adkins, 2014). Unfortunately, Millennials exhibit the lowest percentage of hotel engagement levels when compared to other traveling generations (Gallup, 2014). The goal of this study seeks to identify the values and needs of the Millennial generation in order to increase their engagement levels via bleisure style hotel brands. To identify the values and needs of Millennials, this study surveyed Millennial travelers staying at hotel accommodations for business, leisure, and bleisure type travel. From the survey, the author has synthesized the data results into two guest personas which illustrate the top attributes of a Millennial who is traveling for bleisure. These findings have informed the programming, site selection, and proposed design solution for a bleisure style hotel that addresses a potential solution for increasing engagement levels of the traveling Millennial.
Identifier: FSU_SUMMER2017_Lindner_fsu_0071N_14108 (IID)
Submitted Note: A Thesis submitted to the Department of Interior Architecture and Design in partial fulfillment of the requirements for the degree of Master of Fine Arts.
Degree Awarded: Summer Semester 2017.
Date of Defense: June 28, 2017.
Keywords: Brand Engagement, Hotels, Interior Design
Bibliography Note: Includes bibliographical references.
Advisory Committee: Jim Dawkins, Professor Directing Thesis; Marlo Ransdell, Committee Member; Kenan Fishburne, Committee Member.
Subject(s): Design
Persistent Link to This Record:
Owner Institution: FSU

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Lindner, J. (2017). Hotel Guest Engagement: Retaining the Millennial Traveler. Retrieved from