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  • Niels Verspui

Crafting unforgettable experiences: The art of personalised hospitality



Image: Niels Verspui, Hostex Ambassador and Market Head, RoomRaccoon South Africa
Niels Verspui, Hostex Ambassador and Market Head, RoomRaccoon South Africa

In the bustling world of hospitality, each guest arrives with a unique set of expectations, preferences, and desires. As the Market Head of RoomRaccoon South Africa, I've had the privilege of witnessing firsthand how technology has transformed the landscape of personalised guest experiences, ushering in a new era of innovation and connection.


Cloud-based solutions: Bridging the gap between efficiency and personalisation


One of the most remarkable advancements in recent years has been the advent of cloud-based technologies. These solutions not only streamline operations and reduce manual work but also serve as a catalyst for personalised service delivery. With RoomRaccoon's cloud-based platform, small hotels can access the same cutting-edge technology that was once exclusive to larger establishments, empowering them to achieve efficiency and personalisation like never before. Take, for instance, the integration of upselling tools seamlessly into hotel systems. With RoomRaccoon, even small hotels can offer tailored upgrades and experiences, enhancing their overall stay while driving additional revenue for the hotel.


AI and data analytics: Illuminating pathways to personalisation


The true magic of personalised hospitality lies in the ability to anticipate and exceed guest expectations. Through the lens of data analytics, hotels can unlock invaluable insights into guest preferences and behaviours, paving the way for tailored experiences at every touchpoint of the guest journey. Imagine a guest receiving a personalised message upon booking, recommending local attractions based on their interests and past stays. It's these small gestures that leave a lasting impression and foster genuine connections with guests.


Driving revenue through personalisation


Personalisation isn't just about enhancing guest satisfaction—it's also a powerful driver of revenue. By leveraging technology to curate bespoke experiences and offers, hotels can unlock new revenue streams while fostering guest loyalty and advocacy. For example, personalised recommendations for add-on services, such as spa treatments or local excursions, can drive incremental revenue while enhancing the overall guest experience. Additionally, targeted promotions and special offers tailored to individual preferences can incentivise repeat bookings and generate additional revenue for the hotel.


Embracing contactless experiences: Redefining convenience and safety


In today's post-pandemic landscape, the importance of contactless experiences cannot be overstated. Technology plays a pivotal role in orchestrating seamless and safe interactions, from online check-ins to mobile-based controls for room amenities. By embracing contactless solutions, hotels not only prioritise guest safety but also enhance the overall experience, empowering guests to customise their stay while minimising physical touchpoints.


Looking ahead: A future defined by personalisation and innovation


As we look to the horizon, the future of hospitality is bright with possibilities. By embracing the transformative potential of technology, hotels can unlock new pathways to personalisation, innovation, and growth. From integrating AI-driven chatbots to curating bespoke experiences based on guest preferences, the opportunities for creating unforgettable moments are endless.


At RoomRaccoon, we remain steadfast in our commitment to empowering hotels with the tools and technologies needed to deliver unparalleled guest experiences. I will be engaging with industry peers on the topic of personalisation and its potential to drive revenue growth in my role as a Hostex ambassadors, on Monday, 4 March at Sandton Convention Centre in the Industry Hub free-to-attend seminar theatre. I look forward to a future in which we delve deeper into the art of personalised hospitality and chart a course towards a future defined by connection, empathy, and innovation.


Niels Verspui is the seasoned Market Head of RoomRaccoon South Africa. With extensive experience in the hospitality sector spanning both local and Dutch landscapes, Niels brings a wealth of practical insights into the challenges facing the industry. His academic journey, including research on the customer journey during his Bachelor's degree, ignited a passion for innovative, automated hotel systems. Since introducing RoomRaccoon to South Africa in November 2017, Niels has spearheaded its ascent as a premier hotel software solution for independent accommodations. Dedicated to fostering the success of businesses, Niels remains committed to enhancing the hospitality landscape in South Africa.


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Hostex 2024 takes place from 3 to 5 March 2024 at the Sandton Convention Centre. Follow Hostex on Instagram @hostex_2024 or keep up to date with Hostex news on Facebook @hostexza and LinkedIn.

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