Travelers are individuals with distinct preferences. By investing time in understanding your guests' desires, you can craft a stay that feels personally tailored. It's about transcending from the usual, generic welcome basket and delivering thoughtful touches that truly connect. With a robust dataset of customer preferences, you can refine your strategy and create truly exclusive experiences.
In today's hospitality landscape, guests crave personalised and unique experiences to relish a truly memorable stay. Personalisation could be the key to unlocking their senses. Let's explore the world of personalisation that can benefit your brand greatly.
Contents:
1. From Welcome to WOW
Personalisation is the key to unlocking guest satisfaction and loyalty. It's about transforming your hospitality business from good to memorable by creating a sense of connection and catering to individual preferences.
Here's a deep dive into how you can personalise the guest experience from pre-arrival to post-stay in tandem with your hospitality brand.
2. Pre-arrival: Setting the Stage for a Smooth Stay
Leverage booking information
Don't let valuable booking information go to waste! Use it to personalise communication before the guest even arrives. Do they mention a birthday or anniversary in their reservation? Send a warm email with special offers or room upgrades (if available). Are they traveling with kids? Offer crib rentals, children's amenities, or welcome them with a colouring book and crayons.
Craft personalised itineraries
Go beyond generic tourist recommendations. Partner with local businesses and attractions to curate itineraries based on guest interests. Do they mention a love for outdoor adventures? Suggest nearby hiking trails or bike rentals. Are they art enthusiasts? Recommend museums and galleries they might enjoy. This demonstrates you care about their specific needs and want them to have a fulfilling experience.
Cater to dietary preference or restrictionÂ
With rising dietary awareness, personalisation extends to food options. Offer a pre-arrival questionnaire where guests can indicate dietary preferences. This allows the hotel to stock the minibar with appropriate snacks or inform the restaurant about allergies or vegan requests.
3. At Check-in: A Warm Welcome and Special Touches
Greet guests by name
A simple yet powerful way to personalise the experience is to use the guest's name throughout their stay. This creates a sense of warmth and recognition from the very beginning.
Tailor the room based on preferences
When possible, use guest data to personalise the room. Do they mention a preference for a quiet room or a scenic view? If available, try to accommodate these requests. For repeat guests, consider stocking the minibar with their favorite drinks or providing a welcome amenity based on past preferences.
Offer local recommendations based on interests
During check-in, strike up a friendly conversation and ask about their plans for the trip. Based on their interests, offer personalised recommendations for restaurants, attractions, or hidden gems in the area.
4. During the Stay: Creating Lasting Memories
Surprise and delight with welcome amenities
Leave a thoughtful welcome amenity in the room that reflects the guest's interests. Do they mention attending a conference? Offer a personalised water bottle or a small notebook and pen. Traveling for leisure? Leave a basket of local fruits or a bottle of wine. These small gestures create a lasting impression and show you pay attention to the details.
Up your housekeeping game
Housekeeping can be a touchpoint for personalisation too. Anticipate guest needs by offering turndown service with chocolates on the pillow at night or providing extra towels and toiletries for families. Guests appreciate the thoughtfulness and convenience.
Engage through localised events
Host events or activities that cater to local culture and resonate with your guests. Offer wine tastings featuring local vineyards, cooking classes showcasing regional cuisine, or live music nights with local artists.
Leverage technology for personalised service
Utilise technology to personalise guest communication during their stay. Use a guest messaging app to answer questions, send targeted promotions for spa treatments or restaurant specials, or offer digital room service menus with customisation options.
5. Post-stay: A Lasting Impression and Ways to Re-connect
Send a personalised thank you email
Don't let the connection end with check-out. Send a personalised email thanking them for their stay and mentioning anything they might have left behind. Include a brief survey to gather feedback on their experience. This allows you to identify areas for improvement and personalise future stays for all guests.
Offer incentives for returning guests
Reward loyalty by offering personalised discounts or exclusive packages for returning guests. Remember their preferences and tailor your marketing messages to their past experiences. This shows you value their business and encourages them to return.
Personalisation is an ongoing journey
Remember, personalisation is all about exceeding expectations and making your guests feel like valued individuals. By focusing on the details and tailoring your service to their unique needs, you can transform your hotel into a place where guests feel like they truly belong. The key to successful personalisation is using guest data responsibly. Focus on collecting information guests are comfortable sharing, and always prioritise their privacy.
By incorporating these tips, you can transform your hospitality business from good to great. Personalised experiences make guests feel valued, creating lasting memories that will have them raving about their stay and coming back for more!
Don’t miss out on the personalisation revolution! Let's create unforgettable stays together. For consultation, email us today!
Reference:
Jennifer Nagy, (2024). Hyper-Personalization: the Future of Hotel Marketing. Hospitalitynet.org
Bryan Michalis (2023). 14 Easy Ways to Personalize the Hotel Guest Experience. Canarytechnologies.com
Dr Meng-Mei Maggie Chen (2017). Personalization in hotels: Stay relevant with customized services.
StaffConnect (2023). Personalization in the Hospitality Industry: The Key to Elevating Guest Experience. Staffconnect-app.com
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