In today’s fast-evolving tourism and hospitality space, guest experiences begin long before check-in. They start with a single swipe, click, or scroll, sometimes months before a traveller even books their flight. The way we engage with guests has fundamentally shifted, and technology is leading that transformation.
From advanced booking engines and Customer Relationship Management software to dynamic pricing algorithms and predictive analytics, modern tools are allowing the industry to build smarter, more personalised, and more responsive marketing strategies. Hotel are no longer selling rooms; they are crafting experiences that speak directly to the needs and preferences of each guest.
One of the most exciting shifts is the ability to scale personalisation. With the help of artificial intelligence and machine learning, they can analyse everything from booking history to weather patterns and craft offers and messages that resonate deeply. It’s not just about selling a stay; it’s about making every guest feel like the experience was tailored just for them.
Social media plays a huge role in this evolution. But it’s not a one-size-fits-all approach. The Instagram traveller craves aesthetics and visual storytelling. TikTok’s audience wants quick, authentic, behind-the-scenes glimpses.
LinkedIn speaks to our corporate and Meetings, Incentives, Conferences and Exhibitions clientele, while Facebook is still the preferred platform for families and older travellers planning their getaways.
Common misconception
Each platform is its own ecosystem with its own language and successful hotel marketing must adapt accordingly. Unfortunately, some players in the Kenyan hospitality industry are yet to fully embrace these allay of technological tools that have the potential to take their businesses to the next level.
Indeed, there’s a common misconception that technology removes the “human touch” from hospitality. I believe the opposite is true. When used thoughtfully, technology enhances human connection.
From personalised WhatsApp messages to seamless, mobile-enabled check-ins, hotels are finding new ways to make our guests feel welcomed and valued. Even virtual concierges and chatbots, often seen as impersonal, can add convenience that guests appreciate, especially when travelling across time zones.
Looking ahead, tools like augmented reality, voice search, and generative artificial intelligence are opening new possibilities. Imagine a guest exploring a hotel room virtually before booking or receiving a curated itinerary based on their hobbies and travel goals. The potential is vast but the goal remains timeless: To make every guest feel seen, valued, and eager to return.
The hospitality industry should full embrace this digital revolution not just as a trend but as an opportunity to enrich their guests experience. Always remember that while the tools may change, the heart of hospitality never changes.
-Ms Farzana is the Director of Sales and Marketing at PrideInn Hotels, Resorts & Camps
By Farzana Zahir