Hyper-Personalisation In Hospitality: How Properties Are Harnessing Data And Ai For Tailored Guest Experiences
In today’s hospitality landscape, delivering exceptional guest experiences is no longer just about comfort – it’s about personalisation. Research shows that 71% of guests now expect tailored experiences as a given, rather than an add-on. Hotels and resorts are turning to artificial intelligence (AI) and data analytics to create hyper-personalised stays that resonate on a deeply individual level. From customised room settings to curated itineraries, hyper-personalisation is redefining hospitality, and South Africa’s vibrant tourism sector is no exception. However, this transformation comes with challenges, particularly around data privacy and cybersecurity, as the industry navigates the balance between innovation and trust.
The Power of AI and Data in Personalisation
AI-powered tools, such as chatbots, predictive analytics, and customer relationship management (CRM) software, are at the very forefront of hyper-personalisation. This technology enable properties to analyse vast amounts of guest data (booking history, preferences, and feedback) to craft bespoke experiences. For instance, predictive analytics can anticipate a guest’s needs, offering tailored recommendations like a spa treatment or a dining experience based on past stays. Machine learning further refines this by analysing guest behaviour to optimise dynamic pricing and loyalty programs, ensuring offers align with individual preferences.
Internet of Things (IoT) devices take personalisation to the next level by enabling smart room controls. Guests can adjust lighting, temperature, and entertainment systems via mobile apps or voice-activated devices, creating a seamless and customised environment. Big data plays a crucial role in aggregating and interpreting these interactions, allowing hotels to anticipate and fulfil guest desires proactively.
South African Examples of Hyper-Personalisation
Source: Tourism News Africa
