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Personalized reservations to improve brand loyalty

There are two levels to personalization and hotels cannot ignore either – personalization of guest experience at the property and personalization of experience during the booking process. In case of online shopping, hotels face stiff competition not only from their traditional competitors but also from online travel agents (OTAs) and travel intermediaries. Additionally, the hotel industry must also find ways to deal with growing customer aspirations. From leveraging social media action to tracking a regular guest’s visit / stay history, there is a lot to do on the personalization front.


Reprinted from the Hotel Business Review with permission from

Author Profile

Jay AmdekarJay Amdekar, Principal Consultant – Travel and Hospitality, Infosys

Jay Amdekar has over 17 years of international experience in operations, business consulting and IT consulting. Jay has worked with some of the leading hotel and casino brands, travel management companies, and independent software vendors in North America, Europe, Middle East, and Asia.

He can be reached at

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