For a long time, cab corporations measured success based on the quantity of bookings and common fares – till platforms like Grab and Uber rewrote the playbook. By placing the passenger, not the trip, at the centre of their technique, they shifted the focus from monetising journeys to understanding the buyer. From anticipating takeout orders to simplifying journey plans, apps like Grab now ship seamless, personalised providers that cater to at least one’s life-style.
Such a revolutionary shift in hospitality is lengthy overdue. According to the Agilysys 2024 APAC Hospitality Impact Study, 68% of APAC travellers are keen to spend extra on personalised experiences. Yet the business continues to depend on RevPAR, a metric which reduces visitors to the income per obtainable room. While travellers more and more anticipate tailor-made, memorable stays, many motels stay fixated on one-time bookings and short-term income.
Now think about making use of that very same customer-centric precept to hospitality: when your system remembers a visitor’s most well-liked tee time, it doesn’t simply schedule a spherical – it unlocks a possibility to supply tailor-made golf packages with membership leases, post-game eating suggestions, and even a lesson with the membership professional. This is RevPAG (Revenue Per Available Guest) in motion, the place each interplay and data level transforms right into a income alternative and relationship-building second that retains visitors coming again for extra.
Why Personalisation Matters for Hotels
The genius of such ride-hailing platforms lay in harnessing data to show commoditised providers into tailor-made experiences – proving that visitor data is the key to unlocking infinite income streams.
Similarly, motels have a possibility to look past room gross sales to foster long-term loyalty and deepen visitor relationships. As occupancy charges plateau and OTAs tighten their grip on bookings, forward-thinking operators are specializing in RevPAG. This is as a result of whereas a room is a restricted asset, the complete worth of visitors’ journey and expenditure on their favorite eating spots, spa remedies, or curated native experiences go far past.
Disjointed Data Keeps Hotels from Knowing Their Guests
Many motels wrestle to personalise at scale and deepen engagement as they lack a unified view of the visitor. The challenge is data fragmented throughout disparate methods, making it not possible to construct a holistic profile and immediate related suggestions.
Moreover, with OTAs controlling a number of bookings, motels usually have little to no visibility into their visitors’ preferences whereas intermediaries revenue from upselling flights, automobile leases, and actions.
Unified Profiles: The Foundation of Personalisation
The resolution lies in unified visitor profiles like these powered by Agilysys’ PMS with Single Guest Itinerary (SGI) expertise. By integrating reserving historical past, spending habits, and real-time behaviour from app interactions to service requests, motels can acquire a 360° view that goes past fundamental demographics.
Properties utilizing unified visitor profiles may unlock considerably extra income. The key is transferring from reactive personalisation predictive hospitality. This requires breaking down silos and embracing platforms that centralise data at each touchpoint.
Imagine a enterprise traveller who books a regular room however upgrades to a set after receiving a tailor-made provide by way of the lodge app. Later, they dine at the property’s restaurant, the place the sommelier recommends a wine based on previous preferences. Upon checkout, they be part of a loyalty programme that rewards them with unique entry to future occasions. It is these considerate gestures that can flip them right into a repeat visitor.
Where Automation Meets Personalisation
Additionally, by automating routine administrative duties like check-ins, billing, stock administration, motels can free workers to concentrate on what actually issues: crafting unforgettable visitor experiences.
With expertise seamlessly dealing with paperwork whereas the entrance desk crew delivers handwritten notes for returning visitors or pre-assigning their most well-liked suite earlier than arrival. This shift from transactional service to significant personalisation transforms visitors into loyal advocates.
The future of hospitality is not nearly tapping into ancillary income however leveraging expertise to supply a considerate, customised contact the place it issues the most.
Guest-Centric Future
The wake-up name for the hospitality business can’t be overstated: visitors are more and more holding motels to the customary of their final Grab trip, their completely timed Amazon supply, and their customised Netflix suggestions.
While 86% of guests report a satisfied stay, only 37% choose to rebook the same property. This evident hole reveals the vital lacking piece: scaling personalisation by way of unified visitor data, predictive insights, and a RevPAG pushed method is not a alternative, however a necessity.
This is the place Agilysys delivers future-forward hospitality expertise that Goes Beyond. Its modern expertise doesn’t simply streamline operations – it turns Return on Experience into your strongest development engine. By unifying each touchpoint right into a Single Guest Itinerary, Agilysys helps properties remodel one-time stays into lifelong income.
So, the billion-dollar query isn’t whether or not motels can undertake this mannequin, however whether or not they’ll act quick sufficient to assert their share of worth ready to be unlocked.
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