Ms. Rheams

Guest Service / Customer Experience Mgmt

Winning Strategies for Personalizing your Guest Experience

By Connie Rheams, Global Business Development, Altiuspar

There is a lot of movement and focus towards personalizing your guest's experience in our industry today. What exactly is "personalization of the guest experience"? You could think of personalization as the next wave in product differentiation and creating and reinforcing guest loyalty. At the highest level, it has to do with delivering to all of our guests a more intimate stay, and on an individual level, delivering a unique service or product to each guest according to their preferences.

We have seen some great examples in the past of personalization at hotels for all customers. A great experience that I had recently was at the Four Seasons Hotel in Lisbon, Portugal. Upon arrival to the hotel, the porter identified who I was and from the time I got out of the car to standing in front of the elevators he knew exactly which room to take me to. The entire check-in process took place in my room. There was no stopping to stand in line at the front desk or to use a kiosk.

Kimpton Hotel Group also does a great job of delivering personalization. Think about the ability to have a goldfish in your room for the night or all the possibilities to include your own pet during your stay. Also, a favorite of mine is the special amenities and services for women. Both the Kimpton and Four Seasons examples are clearly delivering a more "intimate" experience.

Taking it to the Next Level

Now let's take this to the next level, to the individual. How can we offer personalization by guest? Let's look at an example outside of our industry, a consumer purchasing a Dell computer. Once the consumer chooses the physical size of the laptop, the outer case is the same. However, what goes inside, e.g. the memory, a CD/DVD drive, etc. is up to individual preferences. Also, what accessories the customer wants to go along with the computer can be customized. When you correlate that to a guest stay at a hotel, the guest is purchasing a stay in a room, which can vary according to size. The physical structure of the room stays consistent but what can change is what is in the room and all the other "offerings" during the stay.

Now at what point do hoteliers offer personalization and finally how do they go about delivering unique personalization by guest? In our industry, we have traditionally waited until the guest arrives to the hotel and then began offering some choices. I would argue that this must now start at the point you become engaged with the potential guest. Customers are used to having control and flexibility in most of their retail purchases and the ability to have that for travel will increasingly become important. Additionally, personalization should be used as a differentiator in the sales process.

Once a hotel has determined the personalization options they can offer to the guest, a delivery strategy must be formulated. How do you convey these options to the all your sales channels including; the GDS channels, calls to property or call center, third-party web-sites or the hotels own web-site? Each sales channel will all require a different strategy due to the opportunities and limitations by channel.


At AltiusPAR, we are working with a new, very innovative hotel company, which is bringing personalization of the room to the individual guest. This hotel company is offering the guest the ability to select the color of lighting in the room, genre of music, scent, entertainment settings, and more. The customer can select from one of 5 different preset "themes" or create their own "a-la-carte theme".

In this example of the new hotel company, they have decided to sell their product only on the major GDS's (SABRE, WorldSpan, Galileo, Amadeus) and Internet. So let's examine the strategy for both. We, at AltiusPAR, are providing the full enterprise suite of software for this company including the connectivity to the GDS's, a Booking Engine for their web-site and the Property Management System. The booking engine has been customized to allow the customer to select one of the 5 different themes or build their own a-la-carte theme. The booking engine sends this information to the property management system, which is interfaced to Phillips Ambient Server which delivers the services to the guest on property. Additionally, there is a customer portal area in the booking engine which captures and stores all this information so the guest can review his or hers past "options" and make changes as desired or customize per hotel stay.

For the GDS's, you can accommodate guest customization best through the Special Information field - the SI field. One strategy is to create standard codes for each preference, i.e. "lit" for light, "mus" for music, etc., and to advise travel agents to add these preference codes in the SI field. The Central Reservation System needs to be programmed to recognize these codes and confirm back to the agent the requests.

No matter the channel, the technology to support personalization should be as friendly and intuitive as possible. At AltiusPAR, we designed state-of-the-art graphical interfaces that hide the complexity of technology from the guests and makes it usable by anyone.

This example is truly the convergence of technology and marketing which is absolutely necessary if you are going to reap the economic factors of delivering personalization. Regardless of what system(s) you are using, they must seamlessly support the customization from the moment the guest is considering your hotel product to the moment the guest arrives at your hotel. Clearly, this is no easy task considering that most hoteliers are operating with multiple systems that are not always integrated. The demand for capturing, storing and utilizing individual guest data will become increasingly more important to hoteliers. Now is the time to review to your technology and ensure you have a strategy and plan to support personalization.

From a practicality perspective; the web booking engine, property management system, central reservation system and guest management/tracking systems must be integrated. If each of those systems are separate systems, interfaces will have to be created. Another option is to look at centralized systems which offer the complete suite of products. There are just a few providers (including AltiusPAR) that have a full enterprise suite comprising those systems that I detailed.

The "mass" approach to delivering the same product to all guest's, simply won't be enough to compete in the long-term. Today's hotel guest is becoming increasingly more demanding and seeking products that connect with their individual defined happiness. Building a strategy and delivery mechanism around personalization is a key objective for producing sales.

Connie Rheams heads strategic corporate initiatives at AltiusPAR, including partner relations, global business development and marketing. Ms. Rheams was VP of the Travel Distribution Hospitality and Leisure Group at Cendant Corporation. She led business development, management of sales initiatives, and implementation of programs. Prior to Cendant, she was president of TRUST Inc. She spent 14 years at AMR Corporation, where she served on the Latin American Task Force at American Airlines, led the hospitality division at TeleService Resources, and was head of product marketing for SABRE. Ms. Rheams can be contacted at 940-497-5300 or Extended Bio... retains the copyright to the articles published in the Hotel Business Review. Articles cannot be republished without prior written consent by

Receive our daily newsletter with the latest breaking news and hotel management best practices.
Hotel Business Review on Facebook
General Search:

APRIL: Guest Service: The Personalized Experience

Shayne Paddock

In the past year I’ve traveled to New York City on several business trips usually staying at the same hotel every time. I did that in part to learn how the hotel would interact with me on each repeat stay. Would they treat me differently? Would they recognize me on my fourth stay? Would they remember my name? Each time the reservation staff warmly greeted me but always asked “Have you stayed with us before”. Upon arriving in my room there would always be a hand written letter from the GM welcoming me to the hotel. READ MORE

Adrian Kurre

Today’s hotel guests have embraced the convenience of mobile and digital technology that facilitates everything from booking specific rooms online to checking in and using Digital Key on their smartphones. This proliferation of technology combined with excellent hospitality ensures that guests’ needs continue to be met or exceeded. At the end of the day, like we say at Hilton, we are a business of people serving people. The key is to offer guests the technological innovations they want – and some they haven’t even imagined yet – while utilizing these advances to automate basic transactions. This process allows our Team Members to focus more time on delivering exceptional experiences at every hotel to every guest. READ MORE

Robert  Habeeb

There are growing numbers of quasi-service hotels that are carving out a new niche between select-service and full-service properties. Select-service hotels have been a hot hotel industry segment for several years now. From new concepts to new developments, it has established itself as a clear front-runner in the hotel category horse race. That being said, a recent uptick in full service hotel development clearly shows that segment remains vibrant, as well. READ MORE

Gary Isenberg

By now, nearly every type of traveler prepping for a journey scans TripAdvisor for reviews of hotels in their destination city prior to securing a reservation. By perusing prior guest comments, consumers receive unfiltered and unbiased perceptions of specific properties. Travelers want to know before they book for instance if: Are the rooms clean? Is the service top-notch? Most importantly, does a hotel deliver value for the price? READ MORE

Coming Up In The May Online Hotel Business Review

Feature Focus
Eco-Friendly Practices: The Value of Sustainability
The hotel industry continues to make remarkable progress in implementing sustainability policies and procedures in their properties throughout the world. As a result, they continue to reap the benefits of increased profitability, enhanced guest experiences, and improved community relations. In addition, as industry standards are codified and adopted worldwide, hotels can now compare how their operations measure up against their competitors in terms of sustainable practices and accomplishments. This capacity to publicly compare and contrast is spurring competition and driving innovation as hotels do not wish to be left behind in this area. Water management and conservation is still a primary issue as population growth, urbanization, pollution and wasteful consumption patterns place increasing demands on freshwater supply. Water recycling; installing low-flow fixtures; using digital sensors to control water usage; and even harvesting rainwater are just a few things that some hotels are doing to preserve this precious resource. Waste management is another major concern. Through policies of reduce, reuse and recycle, some hotels are implementing “zero-waste” programs with the goal of substantially reducing their landfill waste which produces carbon dioxide and methane gases. Other hotels have established comprehensive training programs that reinforce the value of sustainability. There is employee engagement through posters and quizzes, and even contests are held to increase innovation, sensitivity and environmental awareness. Some hotels are also monitoring a guest’s energy usage and rewarding those who consumed less energy with gifts and incentives. The May issue of the Hotel Business Review will document how some hotels are integrating eco-friendly practices into their operations and how they and the environment are benefiting from them.