The Hospitality Sales & Marketing Association International (HSMAI) and Infor have released Don't Get Mad! Get Personal! Best practices to win the guest in the age of Amazon, a white paper on the impact of personalization in the hotel industry.
Personalization has hit the hotel industry hard over the last few years. With personalized content now the norm in retail ecommerce, hotel marketers have seen a growing need for customization and personalization on the digital front in order to meet guest expectations.
There are far too many hotels that continue to sink millions of marketing dollars to over-compensate for or to cover up an aging, lackluster, or grungy hotel product.
Todays reservations agents need specialized training for conveying complex rate structures to educated consumers.
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