Is Hotel Personalisation the Next Big Trend?
There are lots of new trends in the travel industry to look at these days. If you want to grab a greater share of the market then which one should you be focussing most attention on just now?
One area that has been receiving a lot of attention just now is that of hotel personalisation. Can this be the best way of keeping guests happy and ensuring that they keep coming back time after time? It is certainly worth taking a look at it.
Personalisation Starts with the Booking Process
The first time that a guest has contact with your hotel is vital if they are going to get a personalised stay with you. You want to show them right away that they can tailor their stay to make it as enjoyable as possible.
Give them the chance to tell you how they want their stay to be when they make their booking. You may let them pick from a list of features and optios when booking online, while email contact allows them to ask for whatever suits them best.
After that, the check-in is the next crucial stage in the hotel personalisation process. If they have stayed before then this is the perfect opportunity to show that you remember them and their needs.
For new guests, you should try and find out what they want from their stay at the early stage. If you don’t give them the right options now they may never ask and could end up going home disappointed.
Once they are checked in, guests should also have the chance to customise their stay further. This could come in the form of a mobile app with tailored suggestions or the chance to adapt the room to their exact needs.
Data Collection Is Key
As we have seen so far, there are several different stages when hotel personalisation can come into play. How will you ensure that you are able to offer what is needed at the right time?
The first part of this comes with having a good process in place. All of your staff should know when to offer certain options and how to deal with any special requests that are made. They need to understand how important this is to your business.
The other part of this strategy to bear in mind is that of collecting good data. This is the key to being able to offer guests the type of experience that they have shown a preference for in the past.
Offering a highly personalised experience shouldn’t involve a huge amount of work for the hotel. However, it could turn out to be exactly what your guests need in order to keep coming back time and time again.