It Pays to Get Personal With Your Guests

Research shows hotel guests want a unique experience tailored to them.

Hospitality has always been about taking care of your clients and guests. But with the rise in technology, there has been a growing focus on providing guests with a personalized experience that goes above and beyond.

By tailoring experiences to individual guests, hotels can create a more memorable and unique experience that keeps guests coming back time and time again. And they better start soon.

Customer data platform Twilio Segment conducted a poll where half of the consumers surveyed said that personalization improves their customer experience. If a brand fails at personalization, 45 percent of consumers said they’d take their business elsewhere.

Data is important for making this all happen, but it’s a fine line. Nearly 70 percent of customers said they “appreciate personalization” but only if it’s based on data they’ve given to that business.

Here’s how to get personal without getting too personal.

Pre-arrival communication

One of the most important aspects of providing a personalized experience is communicating with guests before they arrive. By collecting information on their preferences and needs, hotels can tailor their services to suit each guest.

For example, if a guest indicates that they are celebrating a special occasion, the hotel can offer them a complimentary dessert. Or if a guest has dietary restrictions or allergies, the hotel can ensure that they have appropriate options available at mealtimes.

Customizable room settings

Another way that hotels can personalize the guest experience is by offering customizable room settings like lighting and temperature.

By allowing guests to customize their room settings, hotels can create a more comfortable and welcoming environment.

Curated local experiences

Hotels can also provide guests with unique local experiences that are tailored to their interests. This might include recommendations for local restaurants, museums, and attractions.

Providing guests with personalized recommendations can help them to feel more connected to the local culture and community, which can create a more memorable and meaningful experience.

Personalized dining options

Dining is an important aspect of anyone’s vacation, and hotels can personalize this by offering customized dining options.

This might include offering a personalized menu for guests with dietary restrictions or preferences during hotel-provided meals.

Customized amenities

Hotels can also provide guests with customized amenities that are tailored to their needs and preferences. This might include providing guests with a selection of pillows to choose from, offering personalized toiletries based on the guest’s preferences, or even providing guests with a customized fitness plan.

Hotels can show that they care about their guests’ comfort and well-being, which can help to create a stronger bond with the guest.