The COVID-19 pandemic was a game-changer for the guest services industry, thrusting it into the spotlight as companies adapted to hybrid work models. Guest services providers quickly evolved, offering essential support during this major transition.
A few years later, businesses find themselves at a crossroads. While some organisations have embraced hybrid work as the new standard, others are increasing the number of required office days. According to Gartner, 63% of employers raised their in-office expectations in 2023. The shift has heightened awareness of the costs and benefits of commuting, putting pressure on companies to create engaging, dynamic workspaces that prioritise well- being, collaboration, and sustainability.
This has, in turn, given rise to what is called “hotelification”—where offices are transformed into environments of ergonomic comfort, natural light, and mental health support.
Providing flexibility is crucial, with spaces designed for everything from collaborative brainstorming to quiet reflection. Advanced technology keeps teams connected and efficient, but with one in five employees now reporting feelings of loneliness (Gallup), fostering a sense of belonging at the office is becoming increasingly important.
As businesses grapple with these changes, we sought to understand their implications for the guest services industry. Leveraging insights from leading industry experts and Portico’s own leadership team, this report examines how our industry is not merely adapting to these new demands but actively shaping the future of workplaces to elevate experiences for everyone.
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