Frage an unser Revenue Management Expertengremium:<\/span><\/h2>\nDoes predictive personalisation in hospitality truly enhance the guest experience, or does it risk limiting spontaneity and the thrill of discovery? (Question proposed by Nikolas Hall)<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>Branchenexpertengremium<\/span><\/h2>\n<\/div>Unser Branchenexpertengremium besteht aus Fachleuten der Hotel- und Reisebranche. Sie verf\u00fcgen \u00fcber umfassendes und detailliertes Wissen, Erfahrung in der Praxis oder im Management und denken zukunftsorientiert. Sie beantworten Fragen zum Stand der Branche. Sie teilen ihre Erkenntnisse zu Themen wie Revenue Management, Marketing, Operations, Technologie und diskutieren die neuesten Trends.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n
Unser Expertengremium f\u00fcr Revenue Management<\/h3>\n\n- Tamie Matthews \u2013 Umsatz-, Vertriebs- und Marketingberaterin, RevenYou<\/a><\/span><\/li>\n
- Massimiliano Terzulli \u2013 Revenue Management Consultant, Franco Grasso Revenue Team<\/a><\/span><\/span><\/li>\n
- Mariska van Heemskerk \u2013 Inhaberin, Revenue Management Works<\/a><\/span><\/li>\n
- Chaya Kowal \u2013 Director of Revenue Management, Potato Head Family\u00a0<\/a><\/span><\/li>\n
- Tanya Hadwick \u2013 Group Revenue & Yield Leader, SunSwept Resorts<\/a><\/span><\/li>\n
- Stellen Sie unserem Gremium eine Frage<\/a><\/span><\/span><\/li>\n
- Treten Sie unserem Expertengremium bei<\/a><\/span><\/span><\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div>
![\"Tamie](\"https:\/\/www.revfine.com\/wp-content\/uploads\/2025\/07\/Tamie-Matthews-150x150.png\")
<\/div><\/div>Tamie Matthews<\/span>Umsatz-, Vertriebs- und Marketingberater, RevenYou<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div>“For many travellers, the allure of arriving in unfamiliar territory and embracing anonymity is a profound joy. It’s an opportunity to explore new surroundings, engage with local recommendations from hotel teams, and step outside one’s comfort zone. The ideal travel experience often blends this desire for independent exploration with the thrill of checking off “bucket list” items.
\n<\/em>
\nTravelers consistently appreciate a degree of personalisation during their stay. Imagine a guest with a dietary restriction who is delighted when the restaurant team remembers this preference from one day to the next. This level of attentiveness fosters a sense of being cared for without being intrusive. However, there’s a fine line. The same guest might not want assumptions made about their interest in a new cocktail special. Instead, a well-trained team would present it as an exciting, unexpected option, allowing the guest to decide.
\n<\/em>
\nThe key lies in offering personalised suggestions and remembering core preferences, rather than making presumptions. When a hotel team remembers a guest’s name, their preferred amenities, and consistently delivers on those expectations, it cultivates a strong sense of loyalty. Guests want to feel like part of the family but never taken for granted.
\n<\/em>
\nConsider a scenario where a returning guest, is greeted with “Hello Tamie and welcome back. We left you a lovely little dark chocolate on your pillow as we know that is your favourite. Now there is a new restaurant open in town that we have been dying to tell you about. It offers the most divine gin cocktails, and we think you might want to try it.” This approach strikes the perfect balance: a thoughtful personal touch combined with an exciting, non-presumptive recommendation; it’s just the right blend of familiarity.
\n<\/em>
\nConversely, an overly familiar approach can be off-putting. No guest wants to feel as though they are being “stalked.” For instance, a greeting like, “Hello Tamie and welcome back, how was your conference in Sydney last week?” could leave a guest feeling deeply uncomfortable and searching for a new preferred place to stay. This level of detail, unless explicitly shared by the guest, feels invasive and breaches the desired anonymity that many travellers cherish.<\/em>
\n
\nUltimately, successful personalisation in the hospitality industry hinges on a deep understanding of guest preferences, delivered with respect for their privacy and a touch that feels genuinely welcoming, not intrusive. It’s about enhancing the travel experience, not overwhelming it.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n
![\"Massimiliano](\"https:\/\/www.revfine.com\/wp-content\/uploads\/2025\/07\/Massimiliano-Terzulli-300x300.png\")
<\/div><\/div>Massimiliano Terzulli<\/span>Revenue Management Consultant, Franco Grasso Revenue Team<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div>“The line is very thin. On one hand, AI can help personalise suggestions for experiences or services at a hotel based on certain segmentation and profiling characteristics (such as nationality, age, or segment: couple, family, etc.), if the guest is new. <\/em><\/p>\nAlternatively, if it\u2019s a returning guest, it can rely on preferences expressed during previous stays, assuming the hotel uses a system capable of tracking guest preferences. On the other hand, there is also the risk that the guest might perceive this as an invasion of privacy, so great caution is needed.<\/em><\/p>\nIt’s also important to note that every person is different and their tastes can change over time\u2014they might want to try new things. Therefore, personalisation based solely on past experiences or preferences could be misleading. This is especially true for gastronomic and leisure experiences, which are particularly subject to variability. <\/em><\/p>\nIn these cases, the ideal approach would be to suggest something aligned with the guest\u2019s past preferences, while also offering alternatives that might encourage them to explore something new. In contrast, for more habitual aspects\u2014such as pillow types, room amenities, curtain preferences, temperature settings, etc.\u2014predictive personalisation can deliver the best results in terms of guest satisfaction.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n
![\"Mariska](\"https:\/\/www.revfine.com\/wp-content\/uploads\/2020\/08\/Mariska-van-Heemskerk-150x150.jpg\")
<\/div><\/div>
Branchenexpertengremium<\/span><\/h2>\n<\/div>Unser Branchenexpertengremium besteht aus Fachleuten der Hotel- und Reisebranche. Sie verf\u00fcgen \u00fcber umfassendes und detailliertes Wissen, Erfahrung in der Praxis oder im Management und denken zukunftsorientiert. Sie beantworten Fragen zum Stand der Branche. Sie teilen ihre Erkenntnisse zu Themen wie Revenue Management, Marketing, Operations, Technologie und diskutieren die neuesten Trends.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n
Unser Expertengremium f\u00fcr Revenue Management<\/h3>\n\n- Tamie Matthews \u2013 Umsatz-, Vertriebs- und Marketingberaterin, RevenYou<\/a><\/span><\/li>\n
- Massimiliano Terzulli \u2013 Revenue Management Consultant, Franco Grasso Revenue Team<\/a><\/span><\/span><\/li>\n
- Mariska van Heemskerk \u2013 Inhaberin, Revenue Management Works<\/a><\/span><\/li>\n
- Chaya Kowal \u2013 Director of Revenue Management, Potato Head Family\u00a0<\/a><\/span><\/li>\n
- Tanya Hadwick \u2013 Group Revenue & Yield Leader, SunSwept Resorts<\/a><\/span><\/li>\n
- Stellen Sie unserem Gremium eine Frage<\/a><\/span><\/span><\/li>\n
- Treten Sie unserem Expertengremium bei<\/a><\/span><\/span><\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div>
<\/div><\/div>Tamie Matthews<\/span>Umsatz-, Vertriebs- und Marketingberater, RevenYou<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div>“For many travellers, the allure of arriving in unfamiliar territory and embracing anonymity is a profound joy. It’s an opportunity to explore new surroundings, engage with local recommendations from hotel teams, and step outside one’s comfort zone. The ideal travel experience often blends this desire for independent exploration with the thrill of checking off “bucket list” items.
\n<\/em>
\nTravelers consistently appreciate a degree of personalisation during their stay. Imagine a guest with a dietary restriction who is delighted when the restaurant team remembers this preference from one day to the next. This level of attentiveness fosters a sense of being cared for without being intrusive. However, there’s a fine line. The same guest might not want assumptions made about their interest in a new cocktail special. Instead, a well-trained team would present it as an exciting, unexpected option, allowing the guest to decide.
\n<\/em>
\nThe key lies in offering personalised suggestions and remembering core preferences, rather than making presumptions. When a hotel team remembers a guest’s name, their preferred amenities, and consistently delivers on those expectations, it cultivates a strong sense of loyalty. Guests want to feel like part of the family but never taken for granted.
\n<\/em>
\nConsider a scenario where a returning guest, is greeted with “Hello Tamie and welcome back. We left you a lovely little dark chocolate on your pillow as we know that is your favourite. Now there is a new restaurant open in town that we have been dying to tell you about. It offers the most divine gin cocktails, and we think you might want to try it.” This approach strikes the perfect balance: a thoughtful personal touch combined with an exciting, non-presumptive recommendation; it’s just the right blend of familiarity.
\n<\/em>
\nConversely, an overly familiar approach can be off-putting. No guest wants to feel as though they are being “stalked.” For instance, a greeting like, “Hello Tamie and welcome back, how was your conference in Sydney last week?” could leave a guest feeling deeply uncomfortable and searching for a new preferred place to stay. This level of detail, unless explicitly shared by the guest, feels invasive and breaches the desired anonymity that many travellers cherish.<\/em>
\n
\nUltimately, successful personalisation in the hospitality industry hinges on a deep understanding of guest preferences, delivered with respect for their privacy and a touch that feels genuinely welcoming, not intrusive. It’s about enhancing the travel experience, not overwhelming it.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n
<\/div><\/div>Massimiliano Terzulli<\/span>Revenue Management Consultant, Franco Grasso Revenue Team<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div>“The line is very thin. On one hand, AI can help personalise suggestions for experiences or services at a hotel based on certain segmentation and profiling characteristics (such as nationality, age, or segment: couple, family, etc.), if the guest is new. <\/em><\/p>\nAlternatively, if it\u2019s a returning guest, it can rely on preferences expressed during previous stays, assuming the hotel uses a system capable of tracking guest preferences. On the other hand, there is also the risk that the guest might perceive this as an invasion of privacy, so great caution is needed.<\/em><\/p>\nIt’s also important to note that every person is different and their tastes can change over time\u2014they might want to try new things. Therefore, personalisation based solely on past experiences or preferences could be misleading. This is especially true for gastronomic and leisure experiences, which are particularly subject to variability. <\/em><\/p>\nIn these cases, the ideal approach would be to suggest something aligned with the guest\u2019s past preferences, while also offering alternatives that might encourage them to explore something new. In contrast, for more habitual aspects\u2014such as pillow types, room amenities, curtain preferences, temperature settings, etc.\u2014predictive personalisation can deliver the best results in terms of guest satisfaction.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n
<\/div><\/div>
Unser Branchenexpertengremium besteht aus Fachleuten der Hotel- und Reisebranche. Sie verf\u00fcgen \u00fcber umfassendes und detailliertes Wissen, Erfahrung in der Praxis oder im Management und denken zukunftsorientiert. Sie beantworten Fragen zum Stand der Branche. Sie teilen ihre Erkenntnisse zu Themen wie Revenue Management, Marketing, Operations, Technologie und diskutieren die neuesten Trends.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n
Unser Expertengremium f\u00fcr Revenue Management<\/h3>\n\n- Tamie Matthews \u2013 Umsatz-, Vertriebs- und Marketingberaterin, RevenYou<\/a><\/span><\/li>\n
- Massimiliano Terzulli \u2013 Revenue Management Consultant, Franco Grasso Revenue Team<\/a><\/span><\/span><\/li>\n
- Mariska van Heemskerk \u2013 Inhaberin, Revenue Management Works<\/a><\/span><\/li>\n
- Chaya Kowal \u2013 Director of Revenue Management, Potato Head Family\u00a0<\/a><\/span><\/li>\n
- Tanya Hadwick \u2013 Group Revenue & Yield Leader, SunSwept Resorts<\/a><\/span><\/li>\n
- Stellen Sie unserem Gremium eine Frage<\/a><\/span><\/span><\/li>\n
- Treten Sie unserem Expertengremium bei<\/a><\/span><\/span><\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div>
<\/div><\/div>Tamie Matthews<\/span>Umsatz-, Vertriebs- und Marketingberater, RevenYou<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div>“For many travellers, the allure of arriving in unfamiliar territory and embracing anonymity is a profound joy. It’s an opportunity to explore new surroundings, engage with local recommendations from hotel teams, and step outside one’s comfort zone. The ideal travel experience often blends this desire for independent exploration with the thrill of checking off “bucket list” items.
\n<\/em>
\nTravelers consistently appreciate a degree of personalisation during their stay. Imagine a guest with a dietary restriction who is delighted when the restaurant team remembers this preference from one day to the next. This level of attentiveness fosters a sense of being cared for without being intrusive. However, there’s a fine line. The same guest might not want assumptions made about their interest in a new cocktail special. Instead, a well-trained team would present it as an exciting, unexpected option, allowing the guest to decide.
\n<\/em>
\nThe key lies in offering personalised suggestions and remembering core preferences, rather than making presumptions. When a hotel team remembers a guest’s name, their preferred amenities, and consistently delivers on those expectations, it cultivates a strong sense of loyalty. Guests want to feel like part of the family but never taken for granted.
\n<\/em>
\nConsider a scenario where a returning guest, is greeted with “Hello Tamie and welcome back. We left you a lovely little dark chocolate on your pillow as we know that is your favourite. Now there is a new restaurant open in town that we have been dying to tell you about. It offers the most divine gin cocktails, and we think you might want to try it.” This approach strikes the perfect balance: a thoughtful personal touch combined with an exciting, non-presumptive recommendation; it’s just the right blend of familiarity.
\n<\/em>
\nConversely, an overly familiar approach can be off-putting. No guest wants to feel as though they are being “stalked.” For instance, a greeting like, “Hello Tamie and welcome back, how was your conference in Sydney last week?” could leave a guest feeling deeply uncomfortable and searching for a new preferred place to stay. This level of detail, unless explicitly shared by the guest, feels invasive and breaches the desired anonymity that many travellers cherish.<\/em>
\n
\nUltimately, successful personalisation in the hospitality industry hinges on a deep understanding of guest preferences, delivered with respect for their privacy and a touch that feels genuinely welcoming, not intrusive. It’s about enhancing the travel experience, not overwhelming it.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n
<\/div><\/div>Massimiliano Terzulli<\/span>Revenue Management Consultant, Franco Grasso Revenue Team<\/span><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div>“The line is very thin. On one hand, AI can help personalise suggestions for experiences or services at a hotel based on certain segmentation and profiling characteristics (such as nationality, age, or segment: couple, family, etc.), if the guest is new. <\/em><\/p>\nAlternatively, if it\u2019s a returning guest, it can rely on preferences expressed during previous stays, assuming the hotel uses a system capable of tracking guest preferences. On the other hand, there is also the risk that the guest might perceive this as an invasion of privacy, so great caution is needed.<\/em><\/p>\nIt’s also important to note that every person is different and their tastes can change over time\u2014they might want to try new things. Therefore, personalisation based solely on past experiences or preferences could be misleading. This is especially true for gastronomic and leisure experiences, which are particularly subject to variability. <\/em><\/p>\nIn these cases, the ideal approach would be to suggest something aligned with the guest\u2019s past preferences, while also offering alternatives that might encourage them to explore something new. In contrast, for more habitual aspects\u2014such as pillow types, room amenities, curtain preferences, temperature settings, etc.\u2014predictive personalisation can deliver the best results in terms of guest satisfaction.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n
<\/div><\/div>
<\/div><\/div>“For many travellers, the allure of arriving in unfamiliar territory and embracing anonymity is a profound joy. It’s an opportunity to explore new surroundings, engage with local recommendations from hotel teams, and step outside one’s comfort zone. The ideal travel experience often blends this desire for independent exploration with the thrill of checking off “bucket list” items. “The line is very thin. On one hand, AI can help personalise suggestions for experiences or services at a hotel based on certain segmentation and profiling characteristics (such as nationality, age, or segment: couple, family, etc.), if the guest is new. <\/em><\/p>\n Alternatively, if it\u2019s a returning guest, it can rely on preferences expressed during previous stays, assuming the hotel uses a system capable of tracking guest preferences. On the other hand, there is also the risk that the guest might perceive this as an invasion of privacy, so great caution is needed.<\/em><\/p>\n It’s also important to note that every person is different and their tastes can change over time\u2014they might want to try new things. Therefore, personalisation based solely on past experiences or preferences could be misleading. This is especially true for gastronomic and leisure experiences, which are particularly subject to variability. <\/em><\/p>\n In these cases, the ideal approach would be to suggest something aligned with the guest\u2019s past preferences, while also offering alternatives that might encourage them to explore something new. In contrast, for more habitual aspects\u2014such as pillow types, room amenities, curtain preferences, temperature settings, etc.\u2014predictive personalisation can deliver the best results in terms of guest satisfaction.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div>
\n<\/em>
\nTravelers consistently appreciate a degree of personalisation during their stay. Imagine a guest with a dietary restriction who is delighted when the restaurant team remembers this preference from one day to the next. This level of attentiveness fosters a sense of being cared for without being intrusive. However, there’s a fine line. The same guest might not want assumptions made about their interest in a new cocktail special. Instead, a well-trained team would present it as an exciting, unexpected option, allowing the guest to decide.
\n<\/em>
\nThe key lies in offering personalised suggestions and remembering core preferences, rather than making presumptions. When a hotel team remembers a guest’s name, their preferred amenities, and consistently delivers on those expectations, it cultivates a strong sense of loyalty. Guests want to feel like part of the family but never taken for granted.
\n<\/em>
\nConsider a scenario where a returning guest, is greeted with “Hello Tamie and welcome back. We left you a lovely little dark chocolate on your pillow as we know that is your favourite. Now there is a new restaurant open in town that we have been dying to tell you about. It offers the most divine gin cocktails, and we think you might want to try it.” This approach strikes the perfect balance: a thoughtful personal touch combined with an exciting, non-presumptive recommendation; it’s just the right blend of familiarity.
\n<\/em>
\nConversely, an overly familiar approach can be off-putting. No guest wants to feel as though they are being “stalked.” For instance, a greeting like, “Hello Tamie and welcome back, how was your conference in Sydney last week?” could leave a guest feeling deeply uncomfortable and searching for a new preferred place to stay. This level of detail, unless explicitly shared by the guest, feels invasive and breaches the desired anonymity that many travellers cherish.<\/em>
\n
\nUltimately, successful personalisation in the hospitality industry hinges on a deep understanding of guest preferences, delivered with respect for their privacy and a touch that feels genuinely welcoming, not intrusive. It’s about enhancing the travel experience, not overwhelming it.”<\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>
![\"Chaya](\"https:\/\/www.revfine.com\/wp-content\/uploads\/2025\/07\/Chaya-Kowal-150x150.png\")
<\/div><\/div>![\"Tanya](\"https:\/\/www.revfine.com\/wp-content\/uploads\/2025\/07\/Tanya-Hadwick-150x150.png\")
<\/div><\/div>