Example: How personalized services improve the guest experience in hotels

1. How Personalized Services Improve the Guest Experience in Hotels
Evolution in the hospitality sector is unanimous with a specific focus on how important
personalized services are. Hotels and other accommodation facilities have changed their way of
dealing with customers to provide better services and build customers’ loyalty. But how can
hospitality services be more personalized and tailored? What makes a certain hotel stand out
from all the rest?
For centuries, travelling was a chance to explore the world and break free from the stress of daily
routine. Rich people, in particular, found so much pleasure in exploring exotic destinations and
interesting cultures. They didn’t mind spending extra cash for a luxurious stay. By the mid of the
20th century, more town dwellers would travel to spend quality time with families and friends.
One of them was Kemmons Wilson, a Tennessee based businessman who frowned upon
accommodation and hospitality services provided to middle-class travellers with great dismay.
He decided to create a brand that provides high-quality, family-friendly and affordable
accommodation services and this is how Holiday Inn was founded.
But as years went by, travellers changed and so did their needs. Today, standardized services are
not suitable for everyone and guests are growing higher expectations of what they receive for
the price paid.
Younger travellers are looking for more tailored services and accommodation options that
provide unique experiences. The introduction and popularity of private service providers like
Airbnb made the market more competitive. Hotels that are still looking to make more profit by
standardizing their services are falling out of the competition.
The biggest player in the hospitality business is the power of social media and the internet.
People would not consider a service that has bad online reviews or doesn’t meet their
expectations. Standardized services were safe and straightforward. Today, people read reviews
of people from the same demographics to judge services provided by different accommodation
options.
For that reason, hotels are striving to create a personal experience for their guests before arrival.
Since guests make their reservations online, the hotel management is going to have an idea about
who they are and why they are travelling.
A hotelier can suggest the proper travel preferences, accommodation suggestions, included
services depending on the purpose of the trip. A leisure traveller would appreciate a hotel stay
that includes a free tour or a cruise. A complementary dinner better suits honeymoon travellers.
A business traveller would be happier with professional assistance and express check-in/check-
out services. Families usually prefer all-inclusive meal plans especially when there are young kids
spending time at the hotel. They also appreciate loyalty points and group discounts that allow
them to get the best value for the money they spent during their stay.
After their stay, customers are going to be happy to receive points that they may later benefit
from during an upcoming trip. Even if a business traveller is arriving with family, they normally

2. appreciate that hotel service providers are trying to go that extra mile to make sure that their
customers are comfortable.
Sending personalized emails and offers to your previous customers make them feel special. It will
guarantee that a one-time customer would not only become a regular but would also encourage
them to share positive reviews among their families and friends.