How can hotels create personalized customer service policies that scale?

1 Know your guests

The first step to personalizing your service is to know your guests' preferences, needs, expectations, and feedback. You can use various methods to collect and analyze guest data, such as surveys, loyalty programs, CRM systems, social media, and online reviews. By segmenting your guests based on their profiles, behaviors, and feedback, you can tailor your service offerings and communications to match their interests and desires.

2 Empower your staff

Your staff are the frontline of your service delivery and the main source of creating memorable guest experiences. Therefore, you need to empower them with the right tools, training, and authority to personalize their interactions with guests. For example, you can provide them with mobile devices that allow them to access guest data, check-in and check-out guests, offer upgrades and discounts, and communicate with other departments. You can also train them on how to use emotional intelligence, empathy, and active listening to understand and respond to guest emotions and needs.

5 Create a culture of personalization

Finally, to create personalized customer service policies that scale, you need to create a culture of personalization within your organization. You need to communicate your vision and goals for personalization to your staff and stakeholders and involve them in the process. You need to foster a collaborative and supportive environment where your staff can share best practices, learn from each other, and celebrate successes. You also need to recognize and appreciate your guests for their loyalty and engagement and make them feel valued and special.