We used business intelligence tools at our hotel to examine past reservations and guest preferences. For instance, we observed that a regular visitor frequently chose spa packages while visiting. We used this information to customise their stay by providing a complimentary spa discount at check-in along with a personalised welcome message. Their happiness was raised by this tiny yet considerate gesture, which resulted in favourable reviews and greater loyalty. In addition to improving the visitor experience, this data-driven personalisation increased repeat business.
As a chatbot owner and SEO expert working with hospitality clients, I've seen how business intelligence transforms the guest experience. For one hotel client, we analyzed guest feedback and booking data through their CRM system to identify trends. We noticed that families frequently booked during the summer and often requested adjoining rooms and kid-friendly amenities. Using this insight, the hotel personalized offers, such as "Family Summer Getaways," with packages including discounted adjoining rooms, free kids' meals, and activity kits for children. We also tailored messaging through their chatbot by including relevant recommendations based on guest preferences. For instance, returning guests who enjoyed spa services were greeted with spa discounts, while business travelers received Wi-Fi upgrades and express check-in options. This targeted approach not only boosted upselling opportunities but also increased customer satisfaction scores significantly. Personalizing guest experiences through business intelligence helps build loyalty and ensures that guests feel valued. Using data strategically allowed this hotel to stand out in a competitive market, proving that personalization can be a game-changer in the hospitality industry.