Personalisation in the hospitality industry isn’t just a trend anymore. It’s an expectation that keeps evolving to ensure that all touch points of the sector stay as customer-centric as possible. The effort to tailor the guest experience not only enhances customer service and relations but also drives advancements in hotel technology. This technology boosts guest satisfaction, operational efficiency, and the hotel’s financial performance.
These days, customers expect to have a tailored experience. In fact, providing generic service without knowing customers’ choices may ruin your hotel or restaurant’s reputation, let alone attract new customers. In this competitive era, creating a unique and personalised experience in the hospitality arena is what will make you thrive.
If you’re still wondering how personalisation can help a hotel or restaurant, you’re just in the right place. We will explore how tailor-made services can radically change the hospitality industry.
Personalisation Can Increase Customer Satisfaction
Everything you do, from bringing uniqueness to your packages to sending personalised emails and paying extra attention to special occasions, is done to ensure customer satisfaction. These days, it’s even easier to download customer data and learn about their every step while staying in the hotel, thanks to the powerful and effective property management software (PMS) available online.
For example, if you have an old customer who’s been coming and eating at your restaurant, chances are you know a lot about their preferences. This will help you offer them a more personalised service that is tailored to their preferences.
The software will also help you collect data about your new customers, which may help you offer them your unique services. Customers who see that you know about their preferences beforehand will definitely be impressed.
It Builds Customer Loyalty
A loyal client is a boon for your establishment, and personalisation can help you achieve this easily. When guests see that their requirements are being fulfilled with utmost importance, they will feel comfortable and pleased staying at your hotel or eating at your restaurant.
For example, upon arrival of a new customer to your hotel, you offer them two types of snacks while they are waiting in the lobby – a piece of cake and any kind of fruit. If the customer chooses the fruit, you know what they like. Next time they arrive at your hotel and find a customised fruit basket in their room, you can imagine how impressed they will be knowing that you remembered their preferences.
Offering a unique experience tailored to the customer’s type regardless of the kind of getaway they want would encourage them to come back and strengthen their loyalty to your property.
Personalisation Multiplies Your Additional Sales
Do you know what’s the best part of providing personalised service? It can actually boost your additional sales. Whether it’s their time of booking, before arrival or during the day, gathering personal information about them is a must to provide a personalised experience.
Imagine you have a customer who is interested in luxurious services. By knowing their preferences, you can offer various premium services, such as an in-room breakfast, a spa treatment for couples, or the best wine you have during dinner. The more you know about their choices, the more you can sell your customised services to them.
It Helps to Have Targeted Communication With Customers
One of the most crucial roles of personalisation is that it can help you communicate with your clients in a relevant manner. Do not hesitate to analyse the information you collected about your customers through your PMS. Doing so will help you design your communication pattern based on the type of client you want to target.
For example, if your restaurant has customers who like to try different desserts, you can create new menus featuring customised cakes and other desserts and promote them via SMS, email, or targeted social media ads. This will increase the open rate of your newsletter and the click rate. If lucky, these customers may even nominate you for a prestigious restaurant award.
Additionally, making the email a bit more personalised, like using your client’s first name or mentioning something special about their previous visit, will make the emails more attractive and effective.
Personalisation Attract Millenials
Millennials are a key demographic for the hospitality sector, poised to significantly shape its future. This group seeks not just accommodation but memorable experiences that resonate on a personal level.
Tailoring services to meet their specific preferences can significantly boost their satisfaction. By customising stays, from the room ambience to personalised dining and leisure activities, you can enhance millennial guests’ loyalty. This approach meets their current desires, as well as sets an example for excellence in customer service, fostering a lasting relationship with this vital market.
Final Thoughts
In the hospitality industry, royal treatment is what makes customers loyal. Providing tailor-made services based on their personal choices and preferences can actually ensure that.
Nowadays, it has become easier than ever to collect every detail about your customers, thanks to amazing software particularly developed for the hospitality industry. Now you know what your customers like, and you can ensure their utmost comfort and satisfaction by providing what they want.
The personalised experience provided by your company will undoubtedly help you to stand out from your competitors. So, do proper research and be creative in providing an experience your customers truly deserve.
