July 02, 2018

A 5-step guide to guest personalization


While personalization might start to sound like a buzzword, it’s incredibly important to hotel marketing and revenue teams.

Hotels today have the ability to remove friction and use data to personalize the booking process and then ensure that same level of personalization translates on property and throughout the entire guest journey.

While it might seem too daunting of a task to tackle for your hotel, a panel of personalization experts speaking at HITEC in Houston last week recommended starting small and making incremental changes.

“Personalization is crawl, walk, run,” said Jenna Villalobos, Vice President of Revenue Management at Outrigger Hotels & Resorts. “There are simple things you can do to drive more relevant conversations.”

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