The Future of Hotels: Personalized Hospitality

What is personalization?

In today’s world, many online stores have adopted personalization, but what does this mean for hotels? It means customizing services to match each guest’s unique preferences, which requires a deep understanding and anticipation of their needs.

With technology and AI on the rise, personalization is no longer just a trend—it’s an expectation. And with the following tips from us, it is neither expensive nor complicated to put into practice.

1. Pre-stay emails:

Sending an email before your guests arrive gives is a great way to begin personalizing their experience. Include a survey to learn about their preferences and the purpose of their stay. This way, you can offer tailored recommendations immediately upon arrival.

Bonus: Leave a thoughtful message if they're celebrating a special occasion!

2. Tailored experiences:

With this, you can start offering recommendations based on your guests’ profiles. For example, families with young children might appreciate babysitting services and child-friendly activities. To make the most of this, consider partnering with local businesses to create personalized packages.

3. A new channel of communication:

As @Matthijs Welle, CEO of Mews, puts it, “Hotels that want to offer a personalized yet modern experience should explore new ways to connect with guests.” Consider providing a way for your guests to reach you 24/7—many hotels do this through WhatsApp Business. Your guests will appreciate being notified when their room is ready, receiving directions around the city, and even having you assist with booking reservations.

4. Share insider tips:

Tourists are increasingly eager to go beyond the main attractions and dive into local culture. Recommend places that you, as locals , would enjoy. This not only gives your guests an authentic experience but also creates an opportunity for them to connect with your staff. It’s these personal interactions that help guests form a stronger bond with your hotel.

5. Loyalty programs:

A loyalty program is one of the easiest ways to encourage repeat visits. Use guest feedback to offer personalized perks, like room upgrades or late check-out, as exclusive rewards. When guests feel that a hotel understands their needs, they’re more likely to return and recommend it to others.

The new name for receptionists, "Experience Officers":

This is why receptionists are now called Experience Officers. Every guest is unique, with their own needs, and Experience Officers strive to deliver the hospitality they truly desire. Today, top experiences are all about emotional intelligence—understanding the emotional journey of individuals to make every touchpoint more personal and effortless.

Guests are more than just another number in the books. Try this approach to earn better reviews, increase loyalty, and gain a competitive edge!

We Are Key

Want to stay ahead in the hospitality industry? Subscribe to?The Hospitality Insider and join a growing community of professionals. It’s packed with the latest trends, innovations, and practical tips to help you succeed and discover new opportunities.

Do you need motivated and skilled flex-workers? Visit our website to explore our services or contact us today and find the perfect staffing solution for you!

Stay tuned for next week's edition, where we’ll dive deep into everything you need to know about Experience Officers! Don’t forget to leave a like if you're enjoying the newsletter!