Balancing data privacy with personalisation in hospitality
Personalised customer service in the hospitality industry serves to build relationships, drive loyalty, and outdo the competition. To do so, hotels collect guests’ dining, room, travel, check-in, and check-out preferences, and several other forms of personal data. They use it to tailor the guest experience and run analytics on a larger dataset to optimise service delivery. However, ensuring the security of data and guest privacy is crucial in this process. The hospitality industry must use the technology, systems, and methods to find the right balance between personalisation and privacy.
