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Hyper-Personalization – The Technology Differentiator in Luxury Hotels

By David Goldstone, Chief Customer Advocate and Senior Vice President for World Cinema, Inc.
6 January 2023
5 min read
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Luxury hotels deliver personalized, hands-on service to guests through face-to-face interactions acting as the defining characteristic of exceptional service. In today’s digital world, luxury properties are shifting to accommodate guest demands for hands-off services. It is increasingly important for luxury hoteliers to maintain personal touch without sacrificing productivity and safety. Hyper-personalization is an especially important component of luxury hotel technology, especially as hotels look to upgrade their solution offerings with touchless technology and automation. At World Cinema, we encourage hotels to strategically use technology to personalize the guest journey instead of automating it. Technology upgrades are essential to improve the guest experience and keep the guests coming back.

Luxury lies in the delicate balance of high-tech convenience and high-touch service

Luxury properties are expected to amaze guests by embedding personalized services with technology. Guests at luxury properties expect a seamless experience from easy check-ins, a culinary delight, spa services, and additional facilities like golf, swimming, and fitness centers.

Customizing the guest experience is easier than you may think. A luxury hotel strives to tap into the imagination of its guests and delivers more than expected. Hotels automatically gather activity from a guest’s previous stays, maintaining a complete list of every activity the guest participated in and every drink or food item they ordered from room service. Many hotels use this data to communicate with one another to prepare for the guest’s arrival, advising the housekeeping team to provide extra towels, more toiletries, etc. Utilizing this pre-existing information is an easy way for hoteliers to customize the guest experience.

Curated Promotional Content

Tapping into the property management software is a great way for hoteliers to send personalized recommendations and promotions directly to a guest’s in-room entertainment center. Perhaps your property is organizing a meet and greet in the lobby. By utilizing past purchase information, management can strategically promote a particular beverage special or remind guests that their favorite drinks are included in the Happy Hour special. Personalized marketing is a great way to drive revenue and engage guests staying at your property.

Customized Communications

The WorldVue in-room entertainment solution by World Cinema invites hoteliers to sprinkle personalized communication elements throughout the guestroom. Customers can create a custom greeting on the guest’s in-room television to be displayed upon their arrival. Our in-room entertainment platform integrates directly into every hotel PMS solution, enabling management the opportunity to greet guests with a custom welcome message, automated to appear on the screen identifying the guest by name. The goal is to continue the seamless experience from booking to check-in to room arrival. 

Additionally, the WorldVue platform supports personalized group travel. Hotel management can create a custom message to be displayed on a specified grouping of hotel room televisions. There, hotels can promote certain activities or recommend services like spa appointments and a list of pool hours.

Contactless Convenience

Gone are the days of waiting in line for restaurant recommendations or to request more toiletries. Providing guests with an in-room concierge service enables them to order room service, request additional towels, locate amenity hours, etc., directly from their television screen. Displaying informative content is a great way to increase guest traffic to revenue-driving amenities such as on-site dining locations, full-service spas, and other services like boutique shopping centers and coffee shops. Guests enjoy the convenience of in-room concierge services and the hotel benefits as well. Especially as labor and supply shortages continue to affect normal operations, hotels can easily adjust their online menus and property-wide digital signage to accommodate changes in menus, hours, etc.

Common-Area Displays

Property-wide digital signage is another great way for management to communicate with guests. What this amenity lacks in personalization, it makes up for in convenience. Digital menus, event calendars, and property information can all be displayed on easy-to-read digital signage in common areas. Hotels use this platform to communicate with guests, providing them with the added amenity of self-service whenever they need information. 

In-Room Controls

In addition to personalized service, today’s luxury guests want greater control over their experience. Technology makes it easier to offer a variety of options that cater to each guest’s unique preferences. Smart room technology opens additional opportunities for personalization. With IoT technology, guests can control everything in the room, from the lighting and HVAC system to heated flooring and advanced window treatments.


Furthermore, guests can utilize remote, self-service check-in and check-out applications like the WorldVue in-room checkout feature. With this application, guests do not have to download any apps or use precious phone data, the feature can be utilized directly through the in-room television screen.

Digital Compendium
The WorldVue in-room entertainment platform is a foolproof way for hotels to advertise their unique attributes and service offerings. With customized themes and informative in-house channels, luxury hotels can identify exactly what sets them apart from other properties and the unique opportunities guests may have during their stay. Our digital compendium encourages luxury hoteliers to advertise revenue-generating amenities and services by upselling through our in-room platform. 

Personalized technology is the key to improving the guest experience. The delicate balance between service and convenience can be achieved through thoughtful technology advancements like the WorldVue in-room entertainment platform. The WorldVue® in-room entertainment system offers numerous opportunities for a hotel to market their property to their guests. From the moment of guest check-in, when the TV is turned on in the room in anticipation of the guest’s arrival, to the time the guest checks out using the convenient in-room checkout feature, World Cinema provides the hotel with the ability to upsell, build brand loyalty, and increase GSS every step of the way.