5 benefits of personalizing your property’s guest experience

personalizing-guest-experience

Increase your guests’ satisfaction

Whether it be by having a lot of variety in your packages, paying particular attention on special occasions or even sending personalized emails, all your actions contribute to your guests’ satisfaction throughout their stay. Thanks to a powerful and efficient PMS (Property Management Software), you can retrieve all your customers’ data and personalize each step of their journey, from the booking to the post-stay message. For example, if a guest is used to staying at your property and already knows several of your services, it could be more relevant to promote your new products to them. On the other hand, it would be more interesting to mention your iconic and unique services if the client is new. Several other criteria, such as the type of client, their origin, or how they heard about you, are useful in personalizing their stay. Therefore, the role of your Property Management Software becomes important as it allows you to collect statistical data on your clientele and provides you with customer lists. 

Build customer loyalty

A loyal clientele is a considerable advantage for your establishment, and personalization can help you reach this goal more easily. There are several indicators that can measure loyalty to your property, such as the NPS (Net Promoter Score). When guests feel that their needs are being met, there is a good chance that they will come back to stay in your hotel. Moreover, offering a unique experience tailored to the customer’s type and their needs would encourage them to come back no matter what type of getaway they want. It will also help to strengthen your guests’ loyalty to your property.

Multiply your additional sales

Another undeniable benefit of personalizing guests’ stays is the increase in additional sales. Whether it be at the time of booking, before arrival or during the stay, guest information is essential to personalize their experience. By using your PMS, you will be able to make many other suggestions such as adding an in-room breakfast or a relaxing spa experience.

Have targeted communications with guests

Personalization can also improve the relevance of your communications with your clients. Indeed, you should not hesitate to analyze the information collected by your PMS in order to adapt your communications to the type of guest you wish to target. This will help you to increase your newsletters’ opening rate and click rate. A simple touch of personalization such as using your guest’s first name or information about their previous stay will make your emails more personal and more effective.

Attract Millennials

Millennials represent a significant future clientele for the hospitality industry. This generation of travelers is constantly looking for memorable experiences, so personalizing their experience by offering them a customized stay that meets their needs will increase their satisfaction and strengthen their loyalty.


Personalizing the experience offered by your property will undoubtedly allow you to differentiate yourself from your competitors. Do not hesitate to use the data collected by your PMS to better understand your guests and implement a strategy that will not only increase their satisfaction but also strengthen their long-term loyalty. This customer data will also help you design and offer new features while improving the customer experience offered by your property.

New hospitality experiences for your guests

experiences-accueil-hotellerie
experiences-accueil-hotellerie

Checking-in at a welcome kiosk is not reserved for airports

Your property is not an international airport and yet your property management software may offer you check-in kiosks. Indeed, these kiosks allow your guests to check-in directly in the lobby, as if they were with a receptionist. By using a welcome kiosk, your guests will have a better perception of your property, because you offer them a new experience. It allows them  to quickly access their room, regardless of their arrival time.

Moreover, your guests can use the welcome kiosk anytime, 7 days a week, to identify themselves, validate their stay’s information and confirm their credit card pre-authorization.

Since social distancing is mandatory, the check-in kiosk helps limit contact with your staff and avoid contamination concerns. Nevertheless, it is still important to disinfect it regularly!

Online check-in, an evidence in a world full of mobile phones

Mobile phones have become an essential device in people’s daily life. Since most of your guests have a mobile phone, why not take this opportunity to offer them the possibility to check-in online, directly on their phone? From home, on the road or even at the office, your guests will be able to complete their check-in process anywhere and anytime, before they arrive at your property. Once in your lobby, all they have to do is get their key with the QR code that their mobile check-in will have provided them.

Pre-check-in is hybrid, so it’s trendy!

Thanks to the PMS, a few simple technological solutions that are easy to implement allow guests to anticipate the actions that the receptionists’  will have to take when they arrive at the hotel. Thus, these solutions help simplify communication with your guests and give them the opportunity, prior to their stay, to validate and correct their personal information and accept property’s policies. These anticipated actions allow your front desk to complete the check-in more efficiently.


La technologie a cet avantage d’être disponible à tout heure à tout moment, en plus de permettre aux clients d’être plus autonomes et donc de limiter les contacts avec votre personnel. Les options technologiques permettent de proposer de nouvelles expériences qui pourront rafraîchir votre établissement mais aussi de limiter le personnel dont vous aurez besoin à la réception. De ce fait, votre rentabilité sera d’autant plus importante puisque vous rendez votre lobby attractif et vous limitez les personnes qui y sont présentes.

New technologies at customer experience’s service

nouvelles-technologies-experience-client
nouvelles-technologies-experience-client

Nowaday, guests’ consumption habits have evolved, they are looking for more emotions, interactions and sharing. Thereby, a positive customer experience isn’t only compose of basic services such as comfort or cleanliness but by all the contact and interaction points between your establishment and your customers, throughout its customer journey. As for example, the ease of booking, the staff availability, the welcome’s quality, the speed of check-in, the bedding’s quality and the degree of personalization offered are part of the customer experience. 

But what is the goal of a unique customer experience? To offer an innovative experience that makes life easier for your customers and increases their satisfaction. In addition, this memorable experience could be a real advantage for you and a true loyalty sign. Since a traveler would be willing to pay 5 times more than the initial price in order to have a better customers experience, it becomes essential to understand what your customer are going through and to adapt all of your strategies and actions. The typical customer journey should be as simple and smooth as possible if you want to have satisfied and loyal customers.

1- Personalized marketing

Current travelers’ expectations have evolved, each of them is unique and has different expectations from the others. Creating interactions with them will help you to identify their preferences and to create more personalized contents. Talking in a more personalized way with your customers will make them feel unique and not just one among many others. Moreover, personalized marketing favors a more personal discussion with your guests and allows to gather a multitude of information. The personalized marketing’s goal is to create interest among your customers and to maintain a strong relationship with them. Thereby, 3 out of 5 customers say that personalized experiences based on their purchases and preferences would increase their loyalty towards a property.

2- Online check-in

Considered to be a very popular technology, online check-in allows travelers to use a mobile device or a laptop to complete their check-in process before arriving at the hotel. It also enable them to validate their personal information and their payment guarantee remotely. All they have to do is to go to the property’s check-in kiosk in order to collect their room key, or to follow a special “express check-in” line in the event that the establishment wouldn’t have any check-in kiosks. The two main advantages of having this technology is to make customers fully autonomous and to reduce the waiting time at the reception. Thus, your employees will have more time to discuss more personally with your customers and help them if necessary.

3- Artificial intelligence

Artificial intelligence is made of several techniques that allow machines to imitate a real form of intelligence. Within properties, tools have been developed thanks to artificial intelligence and voice recognition. For example, chatbots which are available H24 and help to improve the customer experience by quickly answer to users’ questions. This technology can answer in less than one minute when there are no employees available. We can also take the example of smart rooms, which allow guests to control some aspects of their own room through voice recognition such as light, television or air conditioning. Moreover, artificial intelligence is used for data analysis such as customer reviews and surveys. As a hotelier, using this technology is very helpful for taking the best decision and optimizing your performance and income.

4- Virtual reality

Virtual reality allows you to immerse an individual in a fully artificial world created digitally, by using headset, a mobile application, a video game or even a virtual reality simulator. It is an excellent idea for a property because it offers the possibility of living a unique virtual experience before making a reservation such as a visit of their future travel destination, their room, the establishment’s infrastructure and activities available.

5- Augmented reality

Reflecting a virtual interface in 2D or 3D, augmented reality works via a terminal that screens the real world while adding virtual objects, animations and sounds. It allows the user to view it thanks to a mobile device. As an example, your guests will be able to point your restaurant or spa and see the online reviews of your previous guests or they will also be able to take a tour of your establishment and learn more about the activities offered.

6- Robots

The purpose of using robots isn’t to replace the daily work of your employees. Representing another form of innovative technology, robots are able to perform some daily tasks, giving more availability for your employees to interact more personally with your guests and also to optimize your establishment’s performance. In addition, some robots with advanced features can occupy the role of a concierge, a porter, a receptionist or even a housekeeper.


As a hotelier, using new technologies is a great way to revolutionize your customer experience. The hospitality industry is highly competitive and constantly evolving, the main goal is to offer a unique, personalized and enriching experience that will satisfy your guests and retain them. Moreover, a satisfied customer will not hesitate to leave a positive online review, to subscribe to your newsletter, to follow you on social media, to use the word of mouth in order  to spread a good message about your establishment but more importantly to comeback and stay at your place!

Are your guests sleeping well?

clients-sommeil-hotel
clients-sommeil-hotel

The bed

Quality of sleep is strongly correlated with the bed and its components. Ensure that all the pillows and sheets are clean, comfortable and of high quality. The mattress is also a crucial component. Your clients expect your mattress to be as comfortable as the one they have at home, if not better. If your mattress exceeds their expectations, they will enjoy their night and remember the wonderful sleep that they had at your hotel. Additionally, do not forget to flip the mattresses over when the time comes, in order to extend the mattresses’ lifespan and improve your guests’ comfort. Do not try to save money on beds because if your clients do not get a good night’s sleep, they will be irritated and more likely to leave negative online reviews and thus not stay with you again. It is therefore important to invest in quality components when it comes to beds.

In order to avoid having to change your mattress often, pick the ones that have a 10-year guarantee. You will save a significant amount of money.

The bedroom

In addition to the beds, make sure that the bedroom allows a good night’s sleep. Peace and temperature are two aspects that could make or break your client’s night. If you are aware that some of your room can be noisy, consider offering ear plugs or white noise machines upon request. However do not offer these complimentary solutions upon the client’s arrival, as this could cause them to be more aware of disturbances or pick up on some noise that they could have perhaps ignored otherwise. The light peeking through the blinds in the morning could also wake up some light sleepers. Make sure your blinds are as dark and as thick as possible and that the alarm clock’s light is not too bright.

Everything else

Obviously, you cannot control everything. Some external elements can cause your clients to have an agitated or unpleasant night, such as stress, jet lag or simply breaking their routine. To compensate for such elements out of your control, offer complimentary coffer in their room or at the front desk. You could also offer essential oils to breathe or to bathe with to promote relaxation. Additionally, you could replace the classic chocolate on their pillow with a soothing cream which they can apply on their neck to improve their sleep.


Do not forget that nothing is better than a restful night. Your client’s satisfaction is very much based on the quality of their sleep. Those who sleep like babies will be much more likely to come back and leave positive reviews online.