Resorts occupy a unique place in the hospitality landscape, offering guests a luxurious and immersive experience that goes beyond traditional accommodation. As the competition intensifies and guest expectations continue to evolve, resorts must adapt to stay ahead. One powerful strategy that can set them apart is advanced personalisation. By leveraging guest data and tailoring their offerings, resorts can create unforgettable experiences that foster loyalty and drive revenue.
In this article, we explore how resorts can incorporate advanced personalisation into their strategy. But before we dive into that, let’s take a moment to remember what makes your resort special.
Reconnecting With Your Resort’s Superpower
Resorts are known for exceptional amenities, stunning locations, and a wide range of services designed to cater to guests’ desires. Unlike traditional hotels, resorts offer an all-encompassing experience that includes accommodation, dining, entertainment, and activities. These unique characteristics provide resorts with ample opportunities to create personalised experiences that deeply resonate with their guests.
It’s crucial to acknowledge that not everyone shares the same interests or values in every aspect your resort has to offer. Overlooking this fact can result in generic messaging and cookie-cutter experiences, causing your resort’s unique qualities to become diluted and comparable to what competitors provide. This is where advanced personalisation steps in, enabling you to tap into your guests’ specific desires.
Through advanced personalisation, you have the ability to tailor your guest messaging to ensure relevance to their emotional needs, thereby highlighting the unique features of your amenities. Elevating the level of personalisation guarantees that every guest feels valued and well-cared for, resulting in a more delightful stay. Moreover, it presents an opportunity to maximise revenue per guest by providing tailored experiences that truly resonate with them.
Leveraging technology provides a tremendous opportunity to support the execution of key business development strategies. Utilising a hospitality-tailored CRM like For-Sight offers an effective solution in this regard.
Personalisation will serve your business objectives
Implementing advanced personalisation strategically throughout the guest journey can serve your business objectives. Personalisation can nurture guest loyalty by tailoring offers and recommendations based on their preferences and past interactions. By creating personalised experiences, you cultivate a sense of connection that encourages guests to return repeatedly. Additionally, advanced personalisation can enhance guest satisfaction, drive positive reviews, increase bookings, and establish a solid reputation in the competitive resort landscape.
So, what exactly is advanced personalisation in 2023?
Advanced personalisation helps you target guests with what they really want. It involves 3 key objectives.
- Understanding your guests’ wants and analysing their preferences to determine what they value the most is made possible through CRM technology. This technology allows you to delve into their booking patterns (stays and amenities), behaviour, and marketing preferences, providing a full view of your guests’ needs and preferences.
- Tailoring experiences and giving guests the opportunity to customise their experiences based on their individual needs, offering recommendations and adapting interfaces. Pre-stay transactional emails play a huge role in giving guests a chance to customise their experiences.
- Creating a cohesive journey and ensuring a consistent experience across channels, fostering stronger relationships and loyalty. Using on-brand transactional emails throughout the whole guest journey with tailored content is key. For example, your resort’s messages should be easily recognisable to different guest segments, such as families, couples, and business guests. However, the content of these messages should be customised to suit each group’s specific preferences and needs. It’s also important to differentiate between OTA bookers and direct bookers, as well as treat highly loyal guests differently from new guests. The For-Sight platform provides assistance to resorts in crafting and automating personalised messages that align with your brand and cater to the unique requirements of each guest segment from your resort.
Avoiding guests’ disappointment
To prevent guests from being disappointed, use personalised transactional emails before their stay to help them secure desired activities and manage reservations. Since your resort may have limited capacity for amenities, assisting guests with their bookings ensures they can easily access the activities they want, avoiding any potential letdown. Additionally, this provides an opportunity to capture revenue before guests arrive.
Making it convenient for your guests
As a resort host, you have a unique opportunity to be the local guide for your guests, ensuring they have a memorable experience even in an unfamiliar city or location. Your in-depth knowledge of the neighbourhood surpasses what any OTA can provide, allowing you to truly enrich your guests’ local experiences.
Imagine sharing valuable insights and recommendations even before your guests step foot into your resort. By creating informative blog posts such as “24 Hours in York,” “Summer events in York,” or “Family Weekend in York,” you not only boost your resort’s website visibility in search engines but also reach potential guests who are seeking authentic local experiences.
For-Sight, can help you at all stages of implementing personalisation
At For-Sight, we can help you at every stage of implementing personalisation. Our suite of reports helps you understand guest preferences and behaviour so that you can adopt a guest-centric strategy. Our CRM gathers data from your tech stack, providing insights into guests’ spending habits and marketing preferences. Automation is critical to achieving advanced personalisation at scale, and our platform allows you to automate the delivery of personalised emails and SMS triggered by specific actions or timing. Dynamic content enables resorts to create highly relevant and personalised messaging by changing the content of emails and landing pages based on guest data.
The Bottom Line
Advanced personalisation in resorts offers numerous benefits to guests, creating unforgettable and tailored experiences. By leveraging technology and guest preferences, you can provide a heightened level of customer satisfaction and loyalty. With personalised recommendations and targeted offers, you can anticipate guest needs and exceed their expectations. Advanced personalisation not only enhances the guest experience but also improves operational efficiency by streamlining processes and optimising resource allocation. In summary, advanced personalisation in resorts elevates guest satisfaction, fosters loyalty, and enhances the overall success of the establishment.
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