Discover powerful ways to personalize your hotel guest experience and boost loyalty. Learn how AI-driven strategies enhance engagement, upselling & guest satisfaction. Read now
Discover powerful ways to personalize your hotel guest experience and boost loyalty. Learn how AI-driven strategies enhance engagement, upselling & guest satisfaction. Read now
With varied property options to choose from, why do a few guests become brand advocates of certain hotels? How are a few hotels successfully able to create a lasting impression and win guests' trust?
The answer is Personalization.
In fact, as per Amadeus's 2024 report, 85% of hoteliers consider ‘personalization’ as a determining factor of commercial value, having the potential to increase revenue by 5%.
Hence, personalization is not just a fad. It's how guests will perceive and differentiate your hotel from your competitors in the future.
In this blog, we will cover the aspects of personalization and how it’s important to enhance guest experience and a lot more.
So, let's begin…
Personalized service or Personalization in the hospitality industry means catering to a diverse guest profile with distinct interests, preferences, spending habits, etc. The magic lies in how you customize and communicate your hotel offers to your guests to create a lasting impact.
There are several unique ideas to enhance the hotel guest experience. But personalization is the most effective and preferred strategy of them all.
A few examples of personalization are — providing an early check-in or a complimentary breakfast for families with kids or senior citizens, recommending personalized local attractions or dining experiences to leisure or solo travelers, couples, etc.
Interestingly, the most important aspect of personalization is that it creates a recall memory, encouraging the guest to revisit and refer your property to others, thereby enhancing guest loyalty and driving more revenue.
With the adoption of technology across sectors, consumers have become extremely tech-savvy and are keen on exploring personalized hotel services that are worth their money. 70% of consumers are willing to pay more if they are assured of a convenient experience.
In terms of hospitality, data-driven technologies have pushed the bar even further. Smart rooms, chatbots, and virtual concierge services are a few tech and data-driven advancements that have transformed the hospitality industry. Such developments have evolved guest expectations wherein a personalized offer holds more value than a generic one.
For such experiences, guests won't refrain from spending a little extra as long as their expectations are met.
Effective personalization can only be achieved if you learn the hacks to engage with your guest at every stage of their journey. In fact, implementing a stage-based personalization strategy is certain to boost your hotel's engagement and revenue.
In this section, let’s explore how you can personalize the hotel guest experience based on different stages of the guest journey.
Most hotels still rely on traditional methods of marketing and communication. They often struggle with siloed data and have no choice but to promote generic offers manually.
Integrating a hotel tech stack with your in-house systems not only helps you effectively streamline your fragmented guest data and workflows but also automates your entire hotel's personalization strategy.
What's better than enticing your soon-to-arrive guests about their upcoming stay? Even better if you personalize their pre-arrival messaging by targeting relevant information as per their specific guest profile.
For instance, you could include property directions, cab rental services, etc, for first-time visitors, whereas room upgrades and exclusive packages for repeat visitors.
Guests love a seamless and quick check-in after a long and arduous journey. Hence, don't miss out on greeting your guests with their names and offering a hassle-free self-check-in service to let them enjoy a smooth arrival.
To cite an example, Guestara’s Mobile Check-In feature considerably reduces wait times and front desk queues by allowing guests to conveniently check in by registering themselves on a link (no app downloads required).
Varied guest profiles have their unique preferences and needs. Although, owing to budget constraints, you might not be able to cater to everything that they need. But making use of affordable and common setups in your hotel would suffice.
Such as a well-lit desk space for a business traveler; wheelchairs, grab bars, or raised toilet setups for guests with senior citizens or physical disabilities, etc.
No matter how perfect your upselling strategy is, it won't hit the spot if it's not personalized. Personalized hotel touches such as recommending discounts on single rooms to solo travelers or private transfers, and butler services for luxury travelers are a few examples.
In fact, you could also promote flexible service packages to different guest profiles. For example, romantic packages for couples, outdoor tours, and excursion packages for family and adventure travelers etc.
Eliminate the need for guests to contact your front desk every time they have a query or a service request.
With the assistance of an AI-powered guest app, you can not only automate routine tasks such as offering prompt resolutions to queries through chatbots but also let your guests browse through and place service requests at their convenience. It saves a lot of time for both the guest and your front desk team.
No better way to enhance the hotel customer experience than by wishing and offering them a complimentary or exclusive discount offer. With the help of your detailed guest data, analyse any special occasions that your guests might be celebrating. Whether the guests are celebrating their anniversary, birthday, or any other special occasion, offering them complimentary treats, greetings, discount coupons, etc., will make them feel valued.
Evaluating your guest sentiment in real time helps you address and resolve issues before your guests check out. They might even end up leaving a negative review about your hotel. Promptly addressing feedback helps you slightly move the satisfaction level from negative to neutral/ positive.
For example, Guestara’s Delight Feature requests your guests for real-time feedback after every service. Based on the feedback, you can talk to your guests personally and ensure to turn that the negative review is turned into a positive one.
Feedback is a great source to understand how guests perceive your hotel and also the overall experience they had. Even better if these feedbacks are taken into consideration.
Moreover, the perfect way to collect feedback is to let guests do it at their own convenience through their own devices. Guestara's Mobile Check-Out Feature not only collects feedback but also ensures that the guest settles all the outstanding payments prior to their checkout.
Your guest journey ideally doesn't end when your guests check out of your hotel. It could be where the long-term relationship truly begins based on how you've been able to engage them throughout their stay.
Make sure you sustain and encourage your guests to visit again through post-stay promotions such as loyalty programs, personalized offers, discounts, or coupons etc.
Case Study: ‘World of Hyatt’, a loyalty program introduced by Hyatt, offers personalized experiences based on guests’ past booking patterns and preferences. Their process? With data analytics, the program anticipated guest needs such as dietary restrictions, room preferences, etc., and recommended tailored experiences accordingly.
Challenges: Personalizing the hotel guest experience requires a huge amount of private information. If not secured carefully, it could lead to data theft, penalties, legal action, etc.
Solution: The solution is to comply with and adhere to data privacy and cybersecurity regulations to prevent any discrepancies. Moreover, conducting regular security audits, limiting access control, encrypting guest data, etc., are a few additional measures that could be taken.
Challenges: Hotel staff often struggle with staff shortages, increased workloads, long working hours, etc, which prevents them from taking skill and development training workshops.
Solution: Hotels must regularly organise workshops in separate batches to divide the workload and sustain operational efficiency. Such sessions must cater to the adoption of a newer tech stack and must be organized for both new joiners and seniors alike.
Challenges: With budget constraints, revenue fluctuations, etc, implementing an AI-powered tech stack will require a huge investment. Ascertaining whether the investment is worth it is the ideal first step.
Solution: Define clear objectives, cost-effectiveness, ROI, etc, to determine a suitable tech stack that aligns perfectly with your requirements.
Each guest profile has its own distinct types of interests and expectations. In the list below, we have covered a few guest profiles and their hotel personalization examples.
A study by Medalia, an experience management platform, found that 61% of consumers are willing to spend more, provided the businesses offer a personalized experience. Hence, proving personalization will inevitably establish itself as the go-to standard in the industry, with hyper-personalization and AI-driven guest engagement following suit.
In fact, the global AI market in hospitality is projected to reach USD 70.32 billion by 2031. It highlights the importance of leveraging AI and data analytics to gain a competitive edge amidst evolving guest expectations and trends.
IoT (Smart hotels), Adoption of Voice AI, Augmented and Virtual Reality, Contactless services and Guest Apps, etc, are the transformative forces that will disrupt the hospitality industry and revolutionize how guests interact with your hotel.
This is what Guesara’s Founder, Mr. Akshay. Dekate has to say about AI’s role in Personalization.
One of AI’s biggest advantages is personalization. Instead of generic offers, hotels can send tailored recommendations—an upgrade, a dining experience, or a spa package—based on a guest’s preferences. This boosts ancillary revenue while making the experience feel seamless and curated.
As hoteliers continue to strategize and improve their guests' experience. They are constantly concerned with incorporating a hotel tech stack that fits their budget and effectively integrates with their hotel's existing system.
Guestara, a moderately priced modern guest management platform, not only simplifies personalization by leveraging AI but also redefines your entire guest engagement and communication strategy.
Sending personalized and timely communication is extremely crucial. If you don't, guests either receive the wrong information or you miss out on conversion touchpoints.
To prevent this, Guestara’s Journey Feature helps you personalize each guest interaction based on the specific guest journey stage, through the right platform, and to the right guest segment.
Generic offers that aren't timely triggered might create an unpleasant impression on your guests. Hence, implementing a stage-based and personalized upselling strategy is the most effective way to increase your open or conversion rates.
To make it easier, Guestara’s AI-powered Hotel Upsell Software offers you a lot more. It lets you customise the upsell menu as per your distinct hotel type, promote stage-based offers and manage real-time upsell inventories all at once.
Feedback, whether positive or negative are clear indicator of your overall service. It lets you effectively manage your guest satisfaction and reputation levels, thereby building trust and loyalty.
Tap into the valuable insights of guest feedback with the help of Guestara’s Guest Sentiment and Review Management Feature. Moreover, the feature also improves your operational efficiency and service quality by addressing guest issues promptly.
Tired of switching between multiple tabs to address guest requests or queries? Whether your guests have reached out to you via email, SMS, WhatsApp, OTA platforms, etc, a centralized guest messaging system helps you respond on time.
Guestara’s Unified Inbox, another great Feature by Guestara, helps you streamline, view, and respond to all your guest queries in one single dashboard. Thus, reducing delayed or missed responses considerably.
Personalization and AI are pivotal aspects of the hospitality industry. It’s how fast you adapt to the advancements and trends that will define how far you will go. The ones who won't might be left far behind.
Hence, we at Guestara are here to help you align and evolve along the industry landscape. Get in touch with our experts to Book a Free Personalized Demo today!
Discover powerful ways to personalize your hotel guest experience and boost loyalty. Learn how AI-driven strategies enhance engagement, upselling & guest satisfaction. Read now
With varied property options to choose from, why do a few guests become brand advocates of certain hotels? How are a few hotels successfully able to create a lasting impression and win guests' trust?
The answer is Personalization.
In fact, as per Amadeus's 2024 report, 85% of hoteliers consider ‘personalization’ as a determining factor of commercial value, having the potential to increase revenue by 5%.
Hence, personalization is not just a fad. It's how guests will perceive and differentiate your hotel from your competitors in the future.
In this blog, we will cover the aspects of personalization and how it’s important to enhance guest experience and a lot more.
So, let's begin…
Personalized service or Personalization in the hospitality industry means catering to a diverse guest profile with distinct interests, preferences, spending habits, etc. The magic lies in how you customize and communicate your hotel offers to your guests to create a lasting impact.
There are several unique ideas to enhance the hotel guest experience. But personalization is the most effective and preferred strategy of them all.
A few examples of personalization are — providing an early check-in or a complimentary breakfast for families with kids or senior citizens, recommending personalized local attractions or dining experiences to leisure or solo travelers, couples, etc.
Interestingly, the most important aspect of personalization is that it creates a recall memory, encouraging the guest to revisit and refer your property to others, thereby enhancing guest loyalty and driving more revenue.
With the adoption of technology across sectors, consumers have become extremely tech-savvy and are keen on exploring personalized hotel services that are worth their money. 70% of consumers are willing to pay more if they are assured of a convenient experience.
In terms of hospitality, data-driven technologies have pushed the bar even further. Smart rooms, chatbots, and virtual concierge services are a few tech and data-driven advancements that have transformed the hospitality industry. Such developments have evolved guest expectations wherein a personalized offer holds more value than a generic one.
For such experiences, guests won't refrain from spending a little extra as long as their expectations are met.
Effective personalization can only be achieved if you learn the hacks to engage with your guest at every stage of their journey. In fact, implementing a stage-based personalization strategy is certain to boost your hotel's engagement and revenue.
In this section, let’s explore how you can personalize the hotel guest experience based on different stages of the guest journey.
Most hotels still rely on traditional methods of marketing and communication. They often struggle with siloed data and have no choice but to promote generic offers manually.
Integrating a hotel tech stack with your in-house systems not only helps you effectively streamline your fragmented guest data and workflows but also automates your entire hotel's personalization strategy.
What's better than enticing your soon-to-arrive guests about their upcoming stay? Even better if you personalize their pre-arrival messaging by targeting relevant information as per their specific guest profile.
For instance, you could include property directions, cab rental services, etc, for first-time visitors, whereas room upgrades and exclusive packages for repeat visitors.
Guests love a seamless and quick check-in after a long and arduous journey. Hence, don't miss out on greeting your guests with their names and offering a hassle-free self-check-in service to let them enjoy a smooth arrival.
To cite an example, Guestara’s Mobile Check-In feature considerably reduces wait times and front desk queues by allowing guests to conveniently check in by registering themselves on a link (no app downloads required).
Varied guest profiles have their unique preferences and needs. Although, owing to budget constraints, you might not be able to cater to everything that they need. But making use of affordable and common setups in your hotel would suffice.
Such as a well-lit desk space for a business traveler; wheelchairs, grab bars, or raised toilet setups for guests with senior citizens or physical disabilities, etc.
No matter how perfect your upselling strategy is, it won't hit the spot if it's not personalized. Personalized hotel touches such as recommending discounts on single rooms to solo travelers or private transfers, and butler services for luxury travelers are a few examples.
In fact, you could also promote flexible service packages to different guest profiles. For example, romantic packages for couples, outdoor tours, and excursion packages for family and adventure travelers etc.
Eliminate the need for guests to contact your front desk every time they have a query or a service request.
With the assistance of an AI-powered guest app, you can not only automate routine tasks such as offering prompt resolutions to queries through chatbots but also let your guests browse through and place service requests at their convenience. It saves a lot of time for both the guest and your front desk team.
No better way to enhance the hotel customer experience than by wishing and offering them a complimentary or exclusive discount offer. With the help of your detailed guest data, analyse any special occasions that your guests might be celebrating. Whether the guests are celebrating their anniversary, birthday, or any other special occasion, offering them complimentary treats, greetings, discount coupons, etc., will make them feel valued.
Evaluating your guest sentiment in real time helps you address and resolve issues before your guests check out. They might even end up leaving a negative review about your hotel. Promptly addressing feedback helps you slightly move the satisfaction level from negative to neutral/ positive.
For example, Guestara’s Delight Feature requests your guests for real-time feedback after every service. Based on the feedback, you can talk to your guests personally and ensure to turn that the negative review is turned into a positive one.
Feedback is a great source to understand how guests perceive your hotel and also the overall experience they had. Even better if these feedbacks are taken into consideration.
Moreover, the perfect way to collect feedback is to let guests do it at their own convenience through their own devices. Guestara's Mobile Check-Out Feature not only collects feedback but also ensures that the guest settles all the outstanding payments prior to their checkout.
Your guest journey ideally doesn't end when your guests check out of your hotel. It could be where the long-term relationship truly begins based on how you've been able to engage them throughout their stay.
Make sure you sustain and encourage your guests to visit again through post-stay promotions such as loyalty programs, personalized offers, discounts, or coupons etc.
Case Study: ‘World of Hyatt’, a loyalty program introduced by Hyatt, offers personalized experiences based on guests’ past booking patterns and preferences. Their process? With data analytics, the program anticipated guest needs such as dietary restrictions, room preferences, etc., and recommended tailored experiences accordingly.
Challenges: Personalizing the hotel guest experience requires a huge amount of private information. If not secured carefully, it could lead to data theft, penalties, legal action, etc.
Solution: The solution is to comply with and adhere to data privacy and cybersecurity regulations to prevent any discrepancies. Moreover, conducting regular security audits, limiting access control, encrypting guest data, etc., are a few additional measures that could be taken.
Challenges: Hotel staff often struggle with staff shortages, increased workloads, long working hours, etc, which prevents them from taking skill and development training workshops.
Solution: Hotels must regularly organise workshops in separate batches to divide the workload and sustain operational efficiency. Such sessions must cater to the adoption of a newer tech stack and must be organized for both new joiners and seniors alike.
Challenges: With budget constraints, revenue fluctuations, etc, implementing an AI-powered tech stack will require a huge investment. Ascertaining whether the investment is worth it is the ideal first step.
Solution: Define clear objectives, cost-effectiveness, ROI, etc, to determine a suitable tech stack that aligns perfectly with your requirements.
Each guest profile has its own distinct types of interests and expectations. In the list below, we have covered a few guest profiles and their hotel personalization examples.
A study by Medalia, an experience management platform, found that 61% of consumers are willing to spend more, provided the businesses offer a personalized experience. Hence, proving personalization will inevitably establish itself as the go-to standard in the industry, with hyper-personalization and AI-driven guest engagement following suit.
In fact, the global AI market in hospitality is projected to reach USD 70.32 billion by 2031. It highlights the importance of leveraging AI and data analytics to gain a competitive edge amidst evolving guest expectations and trends.
IoT (Smart hotels), Adoption of Voice AI, Augmented and Virtual Reality, Contactless services and Guest Apps, etc, are the transformative forces that will disrupt the hospitality industry and revolutionize how guests interact with your hotel.
This is what Guesara’s Founder, Mr. Akshay. Dekate has to say about AI’s role in Personalization.
One of AI’s biggest advantages is personalization. Instead of generic offers, hotels can send tailored recommendations—an upgrade, a dining experience, or a spa package—based on a guest’s preferences. This boosts ancillary revenue while making the experience feel seamless and curated.
As hoteliers continue to strategize and improve their guests' experience. They are constantly concerned with incorporating a hotel tech stack that fits their budget and effectively integrates with their hotel's existing system.
Guestara, a moderately priced modern guest management platform, not only simplifies personalization by leveraging AI but also redefines your entire guest engagement and communication strategy.
Sending personalized and timely communication is extremely crucial. If you don't, guests either receive the wrong information or you miss out on conversion touchpoints.
To prevent this, Guestara’s Journey Feature helps you personalize each guest interaction based on the specific guest journey stage, through the right platform, and to the right guest segment.
Generic offers that aren't timely triggered might create an unpleasant impression on your guests. Hence, implementing a stage-based and personalized upselling strategy is the most effective way to increase your open or conversion rates.
To make it easier, Guestara’s AI-powered Hotel Upsell Software offers you a lot more. It lets you customise the upsell menu as per your distinct hotel type, promote stage-based offers and manage real-time upsell inventories all at once.
Feedback, whether positive or negative are clear indicator of your overall service. It lets you effectively manage your guest satisfaction and reputation levels, thereby building trust and loyalty.
Tap into the valuable insights of guest feedback with the help of Guestara’s Guest Sentiment and Review Management Feature. Moreover, the feature also improves your operational efficiency and service quality by addressing guest issues promptly.
Tired of switching between multiple tabs to address guest requests or queries? Whether your guests have reached out to you via email, SMS, WhatsApp, OTA platforms, etc, a centralized guest messaging system helps you respond on time.
Guestara’s Unified Inbox, another great Feature by Guestara, helps you streamline, view, and respond to all your guest queries in one single dashboard. Thus, reducing delayed or missed responses considerably.
Personalization and AI are pivotal aspects of the hospitality industry. It’s how fast you adapt to the advancements and trends that will define how far you will go. The ones who won't might be left far behind.
Hence, we at Guestara are here to help you align and evolve along the industry landscape. Get in touch with our experts to Book a Free Personalized Demo today!
We work closely with the industry leaders to offer seamless solutions
We’re here to help your whole team stay ahead of the curve as you grow.
Get up and running quickly with a personalized onboarding plan
Connect with real people who really get it, 24/7
Checkout our vast library of fee resources, templates and more
There's only so much we can say — so let us show you! Schedule a demo today and reach your business goals.
.png){kind=icon}
