22. July 2025

Why flexibility is the future of personalised hospitality

Everyone in hospitality wants to implement personalisation. But too often, the conversation starts and ends with marketing tools: targeted emails, loyalty perks, or upselling room upgrades. These strategies might lift revenue, but they rarely improve the actual guest experience.

Here’s the truth: personalisation is about making guests feel seen, respected, and in control of their stay. And delivering that kind of experience doesn’t mean investing in AI-everything platforms or futuristic bells and whistles. It means giving your guests - and your teams - the flexibility to act and adapt in real time.

The key to this flexibility? Having the right information, at the right time, delivered in a way that’s seamless for both guests and staff.

Let’s dive in 👇

From data to action: where personalisation really happens

Personalisation isn’t just data - it’s action, and that happens on the ground, not in a spreadsheet.

You can have the most sophisticated CRM in the world, but it’s meaningless if a guest requests a quiet room and housekeeping still knocks at 9am every morning.

This is where I see a lot of hotels go wrong. They think having the data is enough, and it’s not.

So, how do you close that gap between knowing and doing? It starts by removing friction. The more seamless it is for your team to be flexible and act on guest preferences the more consistently you can deliver those personalised touches. 

And that requires tools that are easy to use, both front-of-house and behind the scenes.

Flexible tech makes personalisation easy 

Let’s take an example: a business traveller who needs a few days of uninterrupted focus time in their room.

With Sweeply’s Guest Connect feature, they scan a QR code in their room, choose to skip housekeeping on the days they’ll be working from the hotel, and that’s it. Done. Behind the scenes, the housekeeping schedule is automatically updated. No call interruptions, no awkward interactions, no crossed wires.

It’s super low effort for the guest, and, because the housekeeping schedule’s been updated behind the scenes in real time, it’s super low effort for staff, too. 

That simple act of autonomy – of not having to ask twice, of having preferences respected without a fuss – is often what ends up in a guest review. Not the fancy app. Not the chatbot. Just the feeling of being heard.

Turning ease into impact: delivering personalisation in the moment

When your team can easily see what a guest wants, they’re able to focus on those small, thoughtful touches that leave a lasting impression. The magic happens when your staff knows just the right thing to do, exactly when to do it. That’s not about effort - it’s about having the right information at the right moment.

Picture this:

A family arrives with a baby. Your team sees a note asking for a warmer room as they’re on their way to prep the room and bumps the temperature up a few degrees.

A regular guest is due in, and an extra pillow is already placed on the bed - as your team knows they always ask for one. 

These are small, almost invisible gestures. But they’re the kind of things guests remember long after check out. And they’re only possible when the right tools remove guesswork.

Scaling hospitality: making personalisation work for smaller teams

Good news: this type of personalisation is just as easy for small hotels to implement. Start with what you already know about your guests and give your teams the space and flexibility to act on it. 

Most independent hotels already have something that large chains often lack: familiarity. They know their guests. They recognise names and faces. They just need a simple way to turn that knowledge into consistent action.

And that’s where operational tech like Sweeply comes in.

Here’s what makes them especially effective:

They work with your existing processes

They require minimal training

They make life easier for your team, not harder

This kind of personalisation works because it doesn’t make more work for your staff. It lets them do their jobs better, with more context, and fewer interruptions.

The future is flexible, and that’s personal

Looking ahead, the big opportunity for hotels isn’t just anticipating needs. It’s about giving guests more control over their own experience - to opt in or out of services, choose how and when they’re contacted, or even customise how they use their room.

It’s personalisation through flexibility. The sooner hotels lean into that, the better.

Want to see an example of personalisation that delivers? Check out The Views, who saved €5,370 per month through optional housekeeping.