Imagine this: You’ve been heads down at work for several weeks when suddenly you hear a ping. You’ve received an email suggesting you’re overdue for a vacation and are presented a list of resorts in the very cities you want to visit.
So you book a trip. When you arrive at your hotel, the staff knows your name. They know that you want an ocean view and extra towels, and that you’ll likely need a 9 a.m. wake-up call. They are aware that you need a gluten-free menu for room service and that you’ll want a late checkout. And you didn’t have to say a thing.
This is the type of personalization Sonia Cheng, chief executive of Rosewood Hotel Group, envisions for the future of the hotel industry with the help of data analytics. It’s one of the tech projects she’s spearheading at the private Hong Kong-based international hotel management chain, which operates more than 45 hotels in 16 countries, including in London, Paris, Beijing, Abu Dhabi and Shanghai.
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