4. The Personalization Gap
Category:
Opportunity Scenario:
A returning guest books a room but the front desk staff has no easy way to access their previous preferences (room location, pillow type, allergies, previous complaints) without manually searching through notes or past reservations, resulting in a generic rather than personalized experience.
Strategic Approach:
A system that automatically recognizes returning guests, recalls their preferences, previous requests, and stay history, then proactively suggests personalized offerings based on this data. The system maintains these preferences across all communication channels.
