Business management & development


When a returning golf enthusiast books a stay, your system should seamlessly suggest preferred tee times and tailored dining recommendations.


The shift to Revenue Per Available Guest (RevPAG)


isn’t just a metric change – it’s a survival imperative. This approach transforms every guest interaction into a revenue opportunity, from dining experiences to spa treatments. For example, hotels implementing dynamic pricing for amenities based on real-time demand have seen significant revenue increases. The key is creating a seamless experience that


encourages natural exploration of your property’s offerings. When staff can make personalised recommendations based on guest preferences – suggesting a couples’ massage for anniversary celebrations or crafting unique dining experiences for birthdays – the impact on revenue is substantial. More importantly, these personalised touches drive loyalty, with 73% of guests more likely to rebook when their preferences are remembered and honoured.


Unified technology: from nice-to-have to necessity The fragmented technology landscape in hospitality has become a critical vulnerability. Agilysys research reveals that over half (56%) of hospitality executives acknowledge they lack the technology to optimise guest revenue, while only 44% feel prepared to upgrade their essential systems. Success in 2025 demands a unified technology


ecosystem where every system communicates seamlessly in real time. This isn’t about technology for technology’s sake, it’s about survival in an industry where 66% of guests say reduced wait times would increase their spending. When your property management system, point of sale, and guest engagement platforms work in harmony, you create frictionless experiences that modern guests expect. By implementing interconnected systems that handle routine tasks automatically, staff can focus on what they do best, delivering exceptional, personalised customer service. This combination of


Hotel Management International / www.hmi-online.com


efficient technology and empowered staff creates a winning formula: happier guests, increased revenue, and higher rebooking rates. Consider how an integrated system responds to surge bookings, automatically adjusting staffing levels, optimising inventory and personalising guest communications. Or how it handles cancellations by instantly reallocating resources and identifying new revenue opportunities. This level of operational agility isn’t optional now, it’s a baseline requirement for survival.


Data-driven personalisation: provide truly tailored guest experiences As the hospitality industry evolves, one thing has become crystal clear: personalisation at scale requires sophisticated data management. Accor CEO Sebastien Bazin captured this transformation perfectly when he said, “Digitalisation and data are the new gold for enhancing bespoke guest experiences.” Our research strongly supports this view, with 41% of guests increasing their spending when receiving personalised recommendations, and 30% spending more when staff can recall their preferences and past interactions. True personalisation goes beyond remembering


a guest’s name or room preference. It requires intelligent systems that can predict and fulfil guest needs before they’re expressed. For instance, when a returning golf enthusiast books a stay, your system should automatically offer preferred tee times and relevant dining recommendations. When a couple books during their anniversary month, it should trigger customised experience packages. This level of personalisation isn’t reserved for


luxury properties; it’s becoming the standard expectation across all segments of hospitality. The data is clear, 73% of guests are more likely to rebook when experiences are tailored to their


68%


Guests would spend more when offered personalised experiences. HIS


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