Table of Contents
- Personalising Wi-Fi Services
- Enhancing In-Room Entertainment
- Additional Opportunities for Personalisation
- Steps to Implementing Personalisation in EMEA Hotels
One of the biggest trends in hospitality is increased personalisation. Guests no longer just book a room; they expect a tailored experience that resonates with their preferences. Hotel guests, just like retail consumers, report being more satisfied and are willing to spend more when their experiences are personalised. For hotels in the EMEA region, implementing personalisation effectively can differentiate their brand, increase guest satisfaction, and build long-term loyalty. Here are our recommendations for personalisation in EMEA hotels, focusing on enhancing Wi-Fi and in-room entertainment.
Personalising Wi-Fi Services
Wi-Fi is often thought of as a utility, but it can be a touchpoint for personalisation to enhance the guest experience. Here are several ways that EMEA hotels can personalise around Wi-Fi:
- Branded portals with personal greetings – By integrating PMS solutions with Wi-Fi networks, hotels can create branded log-in portals. These portals can greet guests by name and display customised offers or recommendations.
- Device recognition for seamless connectivity – Recognising guests’ devices enables automatic connectivity during return visits, eliminating repeated logins. This improves convenience and makes guests feel valued.
- Tiered Wi-Fi packages – Offering different tiers of Wi-Fi (such as free basic access and premium high-speed options) caters to varying guest needs. While most guests now expect fast, reliable, free Wi-Fi, some are willing to pay for higher speeds and additional features.
Enhancing In-Room Entertainment
Guests want their in-room systems to feel like extensions of their personal tech. Solutions like personalised welcome screens, saved content preferences, and even tailored recommendations are in demand. Other features for personalisation in EMEA hotels include:
- Integration with personal streaming accounts – Allowing guests to log in securely to their Netflix, MAX, or Spotify accounts ensures familiarity and convenience. Some major hotel brands have partnered with streaming services to enable this feature natively. Another popular option is to enable secure casting of content from personal devices to in-room TVs.
- Personalised offers, event calendars, and messaging – In-room TVs can transform into personalised information centres where guests can view details specific to their stay, such as room service menus, property amenities, or checkout information. The WorldVue HUB can integrate with the hotel’s PMS to customise the guest experience even further – for example, by sending event information only to the rooms of guests who are attending that event.
- Multilingual content and interfaces – EMEA hotels cater to diverse traveller demographics. Offering multilingual interfaces and content ensures accessibility and comfort for international guests.
- Content recommendations – Using AI, hotels can suggest tailored entertainment options based on guest preferences or past interactions. This enhances personalisation and engagement, fostering a sense of being understood and valued.
Additional Opportunities for Personalisation
In addition to Wi-Fi and IRE, there are other ways to use innovative technologies for personalisation in EMEA hotels, such as:
- Smart room technologies – The hotel PMS can help staff tie personalised information to hotel operations. For example, a property can exceed expectations by adjusting the lighting and temperature in a guest’s room to their preferred settings before they arrive. They can even set the TV or in-room music to a guest’s preferred channel to welcome them.
- Concierge services – With help from the PMS and AI-powered solutions, hotels can provide personalised recommendations for dining, spa treatments, and other activities. Concierge staff have an opportunity to use this data to create an experience that’s tailored to surprise and delight each guest.
- Mobile applications for personalised services – Mobile apps can offer guests convenience in choosing the services that matter to them. Such apps also provide an opportunity for tailored recommendations and services. They can even be tied into loyalty programmes to offer additional rewards to repeat guests.
Steps to Implementing Personalisation in EMEA Hotels
For hoteliers looking to embrace personalisation, it’s important to keep a few things in mind.
High-speed, reliable Internet is the backbone of modern hospitality technology, and guests expect a flawless, uninterrupted connection. The right digital infrastructure boosts guest satisfaction and enables hotels to implement other tech-driven solutions for personalisation, from smart rooms to advanced in-room entertainment.
Leveraging guest data is crucial for gathering insights from booking engines, loyalty programmes, and more to anticipate guest needs. However, it is essential to adhere to GDPR and other privacy regulations to protect guest data and maintain trust.
An experienced vendor like WorldVue can streamline the integration of PMS, Wi-Fi, IRE, and more, making personalisation seamless. Not only will this enhance the guest experience, but it will also streamline operations so staff can focus on providing personalised service.
Personalisation in EMEA hotels has become a strategic imperative that shapes guest experiences and drives revenue. By investing in tailored Wi-Fi and IRE solutions and embracing other innovative technologies, hoteliers can meet evolving guest expectations while securing a competitive edge.
Ready to lead in personalisation for a better guest experience? Learn more about WorldVue’s solutions and discover how your hotel can create exceptional, guest-centric experiences for happier guests.