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Video | How to use Personalisation in the Hospitality Industry

Video | How to use Personalisation in the Hospitality Industry

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"We have to ask two questions: How is personalisation leveraged in the hospitality industry today and what do we think personalisation could be capable of in the future?" - says Mikael Fries, Senior Director of Business Solutions at Cendyn.

Personalised customer service is a customer expectation, that is no longer a trend and it is something that hotels must consider for their business. In today’s day and age, people are looking for customized experiences in their travel. How hotels can deliver this personalised experience, what technologies to use, how to set up pricing personalisation strategies, and the importance of different hotel systems are discussed in this editorial video.

Hicham Benyebdri (Userguest), Matthew Bell (ReviewPro), Sérgio Serra (GuestCentric), and Mikael Fries (Cendyn) joined André Baljeu in this video to share their expertise and explain how to use personalisation in the hospitality industry.


Time stamps

00:20 - Introduction: The Benefits of Personalising the Customer Journey

03:07 - Personalising the Guest Experience (Hicham)

04:24 - Technologies for Personalisation (Mikael)

08:10 - How can hotels deliver Personalisation (Matthew) 

10:59 - The Role and Importance of Artificial Intelligence (Mikael)

14:50 - What is Technology’s Role and how is it best applied? (Hicham)

17:00 - Setting up Pricing Personalisation Strategies (Sérgio)

18:37 - The Importance of different Hotel Systems (Matthew)

20:27 - The connection between Pricing, CRM, and Loyalty (Sérgio)

22:12 - Conclusion


Hicham Benyebdri, Founder at Userguest


Hicham is a hotel marketing professional with extensive experience in performance marketing. He gained deep knowledge and expertise in hotel tech whilst working at Expedia, focusing on Meta, bidding and marketing automation during this time. After successfully launching a hotel marketing agency specializing in performance marketing, Hicham founded Userguest with co-founders Assil Bernossi and Ahmed Chami. Together, they are on a mission to empower hotels with technology to be more competitive against OTAs.

Connect with Hicham on LinkedIn.

Userguest is a Contributing Member at techtalk.travel.


Sérgio Serra, Chief Technology Officer at Guestcentric


Sergio Serra is a Dreamer and Software Engineering expert, he specializes in deploying Hospitality and business-related applications, particularly ERPs. He started working in software in 1999, first as a Developer and later as a Systems Analyst. Over the years he has been focused on the development and deployment of large industrial applications like ERPs and production planning software. Sergio started developing web applications in 2004, predominantly with PHP and Javascript. In 2010 he founded his startup focused on web-based veterinary software and later embraced the travel industry. In 2012 he joined Guestcentric Systems as a Senior Software Engineer, where he has been instrumental in both building and leading teams in the deployment of solutions with great user experiences.

In addition to developing innovative solutions for Hotels, Sergio also has a strong passion for sharing knowledge and ideas - usually in the form of leading opinion articles for the Travel & Hospitality industry. 

Connect with Sérgio on LinkedIn.

GuestCentric is a Contributing Member at techtalk.travel.


Mikael Fries, Senior Director of Business Solutions at Cendyn


Mikael Fries is our the Director of Business Solutions and is also the CRM expert at Cendyn. In his role, he supports the sales organization to ensure they are successful throughout the entire commercial process. With his technical product knowledge, he ensures that all customers and prospects can achieve their goals using Cendyn’s products and services.

Connect with Mikael on LinkedIn.

Cendyn is a Contributing Member at techtalk.travel.


Matthew Bell, Product specialist at ReviewPro


Matthew has been with ReviewPro for the last five and a half years and is currently working in the role of Product Specialist. As part of the continued integration of Shiji products, Matthew has also been working with MyCheck’s fully integrated online check-in and checkout and digital dining solutions for the last two years, aiding in the creation of an all-encompassing platform for guest services, feedback, and communications.

Connect with Matthew on LinkedIn.

ReviewPro is a Founding Member at techtalk.travel.


Also, make sure to find these supporting editorial elements on Personalisation

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