Businesses in all industries are becoming increasingly digital and data-centric, and the push towards personalisation hasn’t passed the hospitality industry by.
According to research by Samsung, nine out of 10 hoteliers believe guests will expect their stays to be personalised by 2020, and, if you’re worrying about guests feeling uneasy about the invasiveness of technology, don’t – Software Advice, an online technology reviews firm, discovered that even technology as powerful as facial recognition software would be welcomed by 41% of guests if it was used to personalise their stays.
Your guests expect you to know them before they arrive, they assume that you know what they want and are ready to provide it, and they expect to be treated as individuals – the best (and possibly only) way to do this is with data analytics. The data on your guests is everywhere – in their social media accounts, in their interactions with your website, in their IP addresses, and, if you ask them for it directly in pre- and post-stay surveys.
Many hoteliers have begun to take advantage of the ease with which modern technology allows them to collect and interpret data to enhance efforts at personalization, so what kinds of tools and resources are available to help hoteliers implement personalisation?
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