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Digital transformation of guest experiences offers greater returns than “any other technological investment in hotel business today”

Digital hotel key, using Smartphone.

Report from Shiji Group and AWS titled ‘Personalized guest experiences will define the new era of travel’ explores the much-needed digital transformation of hotels. 

BERLIN, GERMANY – Shiji Group, the global hospitality technology innovator, has published a report on digitalizing the personal guest experience along with Amazon Web Services (AWS).

Titled ‘Personalized guest experiences will define the new era of travel’, the 14-page report interviews leading hospitality tech experts and hoteliers, covering areas such as:

  • Why personalizing the guest experience is critical to your long-term success
  • The making of a single guest profile
  • Exploring the technology needed to store and access guest profiles and preferences
  • Loyalty at scale: How hospitality’s largest brands are focused on individual customers
  • Who owns the data? 

Speaking about the opportunity that digital transformation of guest experiences offers to hotels, Dan Bell, SVP of Americas at Shiji Group says: “Perhaps no other technological investment in the hotel business today offers more potential return than systems that enable data-driven guest service, marketing, revenue management and operations.”

“While smarter decision-making has been an imperative during the COVID-19 pandemic, there is a longer-term value in this culture and process that will ensure relevance long after the industry’s recovery.

“For example, communicate with the guest on their preferred channel, whether that be text or WhatsApp – and don’t require the guest to visit your website to see important information. Ask yourself, does the guest want to upgrade their room? Give them any available options where they are most likely to interact with you, whether that be a link via text or a kiosk in the lobby.

“Still relatively new concepts, data-driven operations, singular guest profiles and similar functions are being pioneered at present by key players, but already can stand to aid properties and businesses of all sizes. Those who get in early will be first to reap the rewards.”

Tatiana Rokou

Tatiana is the news coordinator for TravelDailyNews Media Network (, and Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.

She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.