I chose to read this article about group personalization in hotels because I found this topic very interesting. I think that it is usefull to know more about personalization because nowadays it is extremely important thing. Also I have been working in hotels before so this topic was familiar to me.
Group personalization
I read this article about group personalization as a part of hotel business. The article explaines how important it is to know the customers needs and desires. It tells about the interesting data that has came from different studies. The 2019 Lodging Technology Study shows that personalization is very important for both individuals and groups. And in fact 29% of hotel innovators are hiring staff that are dedicated only to the guest experience. But still personalization is often the most underutilized tactic on the group sales and event planning. The article goes through the whole experience starting from planning of the trip and ending to leaving the hotel.
Three most interesting points
- Offer guests a “WOW” experience
Today travelers are looking for a hotel that can deliver an exceptional experience throughout the planning and the actual event. This means that hotels should offer unique events to get customers attention. For me personally this is maybe the most important thing when I am as a customer somewhere. I love that feeling when I experience something that I didn’t except to happen. It is awesome when some service is much better than I believed.
- Having an expectional stay doesn’t mean that problems don’t appear
But the problems are fixed quickly. Both guests and staff know they can report an issue and have it handled. And when the problem is solved it is a good idea to make up something for the inconvenience. That could be offering an extra treat. I have always been happy even though in the service there has been some little problem if it ihas been solved properly so I can confirm this.
- Personalization is what is going to make the difference
If you provide innovative experiences to groups, you will drive loyalty. When the group is having conference next year they will remember your company. Guests want surprises and delights. Personalization is not just one thing. It is about having multiple positive interactions with the guest during their stay. If the group is happy the hotel doesn’t only get a positive review. It is possible that the group is coming back. The best experiences that I have had in my life have been somehow personalized.
What I learned?
It was good that in the article there was a reminder that everything doesn’t have to be perfect. Customers can have an unforgettable experience even though they may have had some problems. It is all about how staff solves the problems. It is good to remember that the small things are some times those that matters. For example if you greet each guest by name that can have a huge impact to their whole experience. One other important thing that was mentioned in the article is technology. It makes things easier and hotels should use it in all of their services. Technology tools can help staff to deliver an awesome experience. I have noticed that places that use technology in a right way can often serve customers better.
I liked this article a lot. It made me understand how important the group experience is for hotels. And I liked how the article went through the whole guest experience from the very beginning to the leaving from hotel. The experience was clearly explained and there were many good points about how to serve guests even better using personalization. I think that today this issue about personalization is getting better all of the time. Hopefully in the future every company knows how to personalize their service.
References
Amadeus. Delivering on Group Personalization