Personalize guest stays without complicated technology
Voice reading · ~1 min
Independent lodging properties don't need a giant software ecosystem to personalize. According to HospitalityNet, knowing the travel purpose and group type gives you enough material to adjust the stay. That sentence should be on the cover of every direct bookingDirect bookingA direct booking is one the guest makes through the hotel's own channels, with no middleman. It saves the OTA commission and gives the hotel the guest data to build loyalty. Winning direct is one of the industry's big... manual.
Many hoteliers think that without a CRMCRMA CRM is the system where the hotel stores and works its guest relationships: history, preferences, campaigns and communications. It is used to build loyalty, win back past guests and personalize the stay. Used well i... with AI scoring and automated campaigns they are not up to par. Meanwhile, what guests actually appreciate is being recognized in context: if they travel with family, if they are on a business trip, if they are celebrating something. You can capture that at reservation time or with a couple of questions before arrival, and act on it without friction.
My take: technology works when it adapts to the process, not the other way around. The interesting part of HospitalityNet is that it focuses on what you already have, not on what you lack. For an independent property, that turns personalization into an approachable task instead of another six-month project. And in a market where OTAsOTAAn online travel agency is a channel that sells accommodation and travel online in exchange for a commission. Booking.com and Expedia are the biggest. They bring volume and visibility, but charge commissions that eat... set the pacePacePace is the rate at which bookings build for a date compared with how the same day ran last year or with the target. If you are ahead of the historical pace you can push price, if you are behind it is time to react. I..., that kind of edge shows.
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