Luxury Travelers Want More Than Ever Before, and Hotels Are Borrowing a Tactic Used by Netflix and Amazon to Keep Up – Business Insider

Netflix on a computer screen - Photo by Charles Deluvio on Unsplash
Hotels Are Borrowing a Tactic Used by Netflix and Amazon

  • Guests at luxury hotels want to feel like they’re in the comfort and familiarity of their own homes.
  • Because of that, personalized hotel services are shaping up to be one of the biggest trends in hospitality in 2019, predicts Alex Shashou, cofounder and president of hotel operations and guest management platform ALICE.
  • Much of it comes down to staff — similarly to Netflix, Amazon, and Postmates’ algorithms — remembering guests’ preferences, and delivering on them.

As the demand for luxury shifts away from goods and increasingly toward experiences, customers don’t just want any experience: They want personalized experiences that are either inherently unique or specifically tailored to them.

In fact, as travel industry intelligence platform Skift wrote in June, “Personalization in the hotel industry has ceased to be a trend. Today, it’s an obligation.”

The hotel industry will be taking more steps in 2019 to keep up with this demand, predicts Alex Shashou, cofounder and president of hotel operations and guest management platform ALICE.

As Shashou told Business Insider, “many industries far outpace hotels when it comes to the personalization required to deliver such luxuries — whether it’s Netflix suggesting new shows, Amazon recommending new products or Postmates storing favorite orders.”

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