Revolutionising hospitality: The role of personalisation and the guest technology experience
The power of technology continues to evolve in creating an unforgettable customer experience for the hospitality and serviced living industry. While the current expectation from guests is to meet the standards of their home technology, there is a growing aspiration for hotel technology to go beyond the home experience. Guests expect a level of attention and service that feels tailored to their individual needs and preferences.
Why the personalised guest experience matters
Personalisation in hospitality is about delivering a customised experience that makes the guest feel seen, valued, and understood. The benefits of personalisation can go beyond fulfilling customer expectations to include increased security and safety, improved operation efficiency, and enhanced brand reputation.
The ability to offer a personalised guest experience not only sets a hotel apart from its competitors but also fosters long-term relationships with guests that translate into sustained business success.
Research has shown the importance of the guest experience, with one study finding 87% of travellers are more likely to book a hotel that allows them to pay for only the amenities they use. With a personalised guest experience, your amenities become
The benefits of personalisation in hospitality
1. Enhanced Guest Satisfaction
Personalisation ensures guests feel recognised and valued, significantly improving their overall satisfaction. By tailoring the experience to their preferences, hotels create memorable moments that encourage loyalty and positive word-of-mouth recommendations.
2. Increased Revenue Opportunities
Offering personalised upsell opportunities, such as exclusive packages, room upgrades, or personalised dining experiences, can boost a hotel’s revenue while enhancing the guest experience. When guests feel the offers are specifically suited to their interests, they’re more likely to take advantage of them.
3. Improved Brand Loyalty
Personalised service fosters a sense of connection with guests. When guests know that their preferences are remembered and catered to, they are more likely to return for future stays, becoming loyal brand advocates.
4. Operational Efficiency
Personalisation not only benefits the guest experience but can also significantly improve hotel operations. With integrated technology that tracks guest preferences and automates requests, staff can focus on delivering high-quality service without being bogged down by routine tasks. McDreams Hotel in Stuggart is currently operating 131 hotel rooms with only 3 on-site staff.
What personalised guest technology can look like
In hospitality, a personalised guest experience can mean recognising a guest’s preferences, offering recommendations based on past stays, and adapting services to their unique needs in real time.
In part 2 of this blog post, we will explore applications of customisation in the guest experience, the impact they can have on the guest journey and how personalised guest technology can be integrated into your hotel system. Furthermore, we will deep dive into the case study at McDreams, and the cutting-edge guest technology behind operating a 131-room hotel with just 3 on site staff.
Welcome to IMS connect
At IMS connect, we deliver a range of innovative solutions, including guest solutions and wifi for the hospitality industry across Ireland, the UK, and Europe, to significantly enhance hotel staff satisfaction. With over 20 years of experience and over 600 clients, IMS connect provides you with the latest technology you need to transform your hotel staff experience. Our high-speed, reliable wifi ensures that staff can perform tasks with ease, whether it’s for communicating with others, checking in guests, taking reservations, or accessing information.
As a leading hotel WiFi provider in Ireland, our WiFi delivers the best guest scores in the industry, so both staff and guests can benefit from staying connected at all times. To learn more about our offerings at IMS connect, simply fill out our online contact form, email us at sales@imsconnect.com, or call us on +353 61 310 752.
