Guest expectations are constantly evolving as new technology and offerings are brought into this digital-first hospitably environment. Personalisation is leading the current wave of features guests search for before booking. There are endless benefits to providing customisation for your guests, your staff and your online reputation. A personalised touch emphasises how attuned your hotel is to your guest’s needs, and shows you have considered their comfort and satisfaction at every step of your guest journey.

From online check-ins to smarts controls, today’s travellers want experiences that feel unique, seamless, and responsive. The key to delivering this? Guest-facing technology that seamlessly integrates with hotel operations. This post explores how hoteliers can incorporate a personalised guest experience with their technology – enhancing satisfaction, streamlining operations, and driving revenue. At IMS connect, we empower hotels and serviced living on how to understand their guests’ expectations and how to flawlessly move those expectations to a reality, transforming their business with our unparalleled guest journey. Read more on the benefits of personalisation for hospitality in our previous blog post.

What is personalisation in guest technology?

In the hotel context, personalisation through guest tech means using digital tools – such as mobile apps, smart room systems, and CRM platforms to tailor services based on the preferences, behaviours, and history of each individual guest.

Think:

• TVs that remember your last watched episode on a TV show
• Room settings that adjust to your preferred lighting and temperature
• Spa offers sent to guests who booked treatments on previous stays

How Personalised Tech Fits into the Guest Journey

What could be possible with a personalised tech stack? Personalisation is a tailored experience designed to make the guest feel seen, understood and their needs fully met

1. Seamless online check-in for effortless arrivals
   With online check-in, guests can bypass the counter entirely and head straight to their rooms. Not only does this speed up the arrival process, but it also offers guests the flexibility to check in on their own time. Integrating this with digital room keys enhances both security and convenience – a modern touch that significantly elevates the guest journey. The possibilities are endless with the power of customisation in tech. A key example of this is the case of one of our clients who are operating their 131-room hotel with just 3 on site employees.
2. Pay-as-you-use amenities for tailored value
   One-size-fits-all pricing no longer suits the modern traveller. Guests are increasingly looking for transparency and control in their hotel experience. By allowing them to pay only for the amenities they use – whether that’s spa access, gym usage, premium toiletries, or minibar items – hotels can cater to individual preferences and budgets. This model not only improves guest satisfaction but also opens new revenue streams for the hotel.
   Implementing a pay-as-you-use system can create a sense of getting better value for their money, from the guest’s perspective. By not paying for the amenities you haven’t availed of, there is a feeling you have gotten the benefit and use of everything you have paid for. A study by Oracle found that 87% of travellers were more likely to book a hotel that allows them to pay for only the amenities they use.
3. A more personal connection: Custom Wi-Fi access for guests
   Something as simple as Wi-Fi access can be made personal by giving each room their own passcode. Whether online for business or pleasure, guests need to know the networks they use are well-protected, and secure for use. Custom Wi-Fi passwords not only enhance the feeling of personal attention but also simplifies connectivity across devices. Another meaningful upgrade that provides multiple benefits across the experience.
4. Smart in-room controls for comfort at their fingertips
   Temperature, lighting, and ambiance are highly individual preferences. In-room tablets or integrated apps that allow guests to control room temperature, lighting, blinds, and even scent put the environment entirely in their hands. Take this a step further with systems that can remember preferences for returning guests, taking personalisation to the next level and reinforcing brand loyalty.
5. Custom content and streaming with smart hotel entertainment systems
   With more guests streaming their own content than ever before, in-room entertainment needs a tech-forward upgrade. Hotels can enhance the stay by offering personalised TV interfaces that greet guests by name, suggest local content or hotel services, and support casting from personal devices. This gives guests the comfort of home while highlighting the hotel’s commitment to modern, user-centric design. Learn more about our hotel casting solutions.
6. Post-Stay: Personalised Follow-Up and Loyalty Integration
   The personalised guest experience shouldn’t end at checkout. Thoughtful post-stay follow-ups can leave a lasting impression and build long-term relationships. Hotels can use guest data to send personalised thank-you emails, request feedback relevant to the guest’s specific stay, or offer tailored promotions for future visits. By integrating these touchpoints with loyalty programmes, guests can be automatically rewarded based on their preferences and past behaviour, whether that’s bonus points for using the spa or early access to preferred room types. This not only encourages repeat bookings but also shows guests that their individual needs and habits are remembered and valued.

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Denis Ahern
  061 310 752
  denis.ahern@imsconnect.com
Web: www.imsconnect.com/