By Shayne Paddock
Chief Innovation Officer / Guest Management Solutions, TravelClick
Do you remember the last time you went to your favorite restaurant, did the host give you a special table? Did your waiter bring you your favorite cocktail? When you went to get your last haircut, did the stylist remember how you like your hair done? What color you want it dyed? When you get your coffee at Starbucks each morning, does the barista on the morning shift remember your name and place your order without asking to speed you through the line? Do you ever go to your favorite restaurant and the server simply asks, “the usual”? How good does that make you feel?
Whether you’re at a favorite restaurant, a coffee shop, or your salon, you expect personalized service and benefit from the relationship you’ve built up over time. The bottom line is they make you feel welcome, special and appreciated. The hospitality industry is no different. And, in fact, the expectations are even higher. But unlike your favorite restaurant, your local hair stylist or your regular Starbucks, it’s much less likely that a hotel’s associate will be able to recognize a particular guest on sight and give them the personalized experience they yearn for.