Pioneering Hyper-Personalization at Crowne Plaza Greater Noida

At Crowne Plaza Greater Noida, we are pioneering the future of hospitality by leveraging new age technologies and data-driven insights to offer hyper-personalized guest experiences.

As the modern traveler becomes increasingly sophisticated and informed, expecting tailored experiences, we are committed to delivering precisely that, ensuring every guest feels uniquely valued.

AI-Driven Personalization: Enhancing Every Guest Interaction

We’ve integrated AI into various touchpoints of the guest journey, transforming how we engage with our guests. Through advanced systems like IHG Concerto, we use AI to predict guest preferences even before they arrive. The system adapts to market dynamics by adjusting prices and qualifiers to offer rates aligned with the current market conditions. It also triggers alerts and escalations, enabling the entire team to deliver exactly what the guest wants.

Our guest communication platform, Servme, enhances interactions across channels like WhatsApp, SMS, and email, ensuring real-time, personalized responses to requests such as restaurant reservations, room service, and local recommendations. By integrating WhatsApp Business, Servme streamlines operations with features like reservation management, guest surveys, and targeted bulk messaging for event promotions—all designed to improve efficiency and elevate the guest experience through tailored communication.

Data Science: Anticipating Guest Needs

The integration of data science plays a critical role in knowing guest needs. By analyzing guest behavior and feedback through Medallia, we can predict preferences before the guest checks in. For example, the reports allows us to personalize in-room settings such as temperature, lighting, and pillow types based on previous stays. If a guest has special preferences, like a hypoallergenic pillow or a particular room type, our systems proactively communicate these requests to the team, ensuring they are prepared in advance.

Our commitment to personalized dining experiences is evident through the use of data-driven systems that analyze guest behavior, allowing us to suggest menu items tailored to individual tastes based on past dining experiences. This ensures each meal is an experience, further enhancing guest satisfaction and engagement. As a result, our restaurants have achieved the number one spot on TripAdvisor, and our guest satisfaction scores are near 90%.

Operational Excellence in Personalization

Hyper-personalization comes with its own set of operational challenges, especially in a large hotel with 398 rooms. Catering to diverse guest preferences while maintaining operational efficiency requires a smart approach. Our Opera Cloud Property Management System (PMS) helps streamline guest check-in and check-out processes, ensuring that guest preferences (such as room requests and special needs) are quickly accessible and acted upon without delay. The system also allows us to manage guest profiles efficiently, enabling staff to provide ultra-personalized service without overburdening them with manual tasks.

Local Curated Experiences: Connecting Guests to Greater Noida

We understand that personalization extends beyond the walls of the hotel. Through partnerships with local businesses and tour operators, we offer curated, locally-inspired experiences that go beyond typical sightseeing tours. Whether it’s a cultural experience or an adventurous exploration, we design tailor-made packages to match each guest’s unique interests, allowing them to discover Greater Noida in a way that resonates with them personally.

Personalized In-Room Amenities: Every Detail Crafted for You

Our commitment to personalization is also reflected in our reimagined in-room amenities. From snacks and beverages tailored to individual preferences to personalized welcome notes, we ensure every detail is thoughtfully considered. This attention to detail makes guests feel at home the moment they step into their room, enhancing the overall stay experience.

Enhancing Loyalty with IHG One Rewards

We take hyper-personalization to the next level through our loyalty programs. IHG One Rewards Club offers members personalized benefits, exclusive offers, and customized rewards, enhancing each guest’s experience. Our sophisticated marketing platforms allow us to seamlessly manage advertising and metasearch across multiple channels, ensuring our valued guests receive truly tailored communication that matches their preferences.

Innovating Through Technology, Delivering Through Service

At Crowne Plaza Greater Noida, we view personalization not as a trend but as the future of hospitality. By combining the power of AI, data science, automation, and human touch, we are redefining the guest experience. Our commitment to providing ultra-personalized service is exemplified in everything we do—from anticipating needs through predictive analytics to optimizing operations for efficiency. We continue to push the boundaries of what’s possible in hospitality, ensuring that each guest’s experience is meticulously crafted.

By merging cutting-edge technology with thoughtful human interaction, Crowne Plaza Greater Noida is setting the standard for the future of hospitality—where every guest feels truly valued, and every experience is personalized.

Personalizing the Future of Hospitality: A Vision at The Fern Hotels & Resorts

In today’s rapidly evolving hospitality landscape, personalization is not just an added luxury—it has become a central tenet of delivering exceptional guest experiences. The Fern Hotels & Resorts, a brand synonymous with distinctive service, has recognized that true hospitality lies in understanding the unique needs and preferences of each guest. In today’s fast-paced and technology-driven world, guests seek more than just a comfortable stay; they crave an experience that is deeply attuned to their individual needs, preferences, and desires.

This is where our vision for personalized hospitality truly takes shape. It has been our mission to ensure that personalization is embedded into every facet of our operations, from guest check-in to their departure and beyond.

At The Fern, we believe in crafting a highly personalized experience that transcends conventional hospitality. It is not about offering a generic set of services but about customizing each interaction to match the unique requirements of every guest. In an age where guests expect more than just comfort and luxury, they desire an immersive experience tailored specifically to them. This vision is materialized through a fusion of cutting-edge technology, data-driven insights, and personalized guest engagement strategies that redefine what it means to offer true hospitality.

From the moment a guest books a stay with us, we begin to gather insights into their preferences and desires. We leverage advanced data analytics to understand patterns in guest behaviour, such as preferences for room setup, bedding, or specific dietary needs.

For example, pillow menus are available at select properties, allowing guests to make their selection from the menu provided in their rooms following check-in. Similarly, guests with specific dietary preferences, like gluten-free or vegan options, are accommodated with menu offerings available at the property, ensuring their needs are met based on the dishes currently offered.

At check-in, the personalization continues. Drawing from prior interactions and preferences, we meticulously tailor the guest experience to reflect their unique needs.

Whether it’s the ambient temperature, lighting, or the arrangement of furniture, we strive to craft an environment that aligns seamlessly with each guest’s vision of comfort. Extensive research has been dedicated to selecting carefully curated fragrances and premium toiletries, elevating the overall experience. Likewise, the thoughtful arrangement of furniture is designed with the utmost attention to detail, ensuring a space that embodies both elegance and comfort, providing guests with a refined, home- away-from-home atmosphere.

One of the highlights of a stay at The Fern Hotels & Resorts is the personalized local tourism experience we offer. Based on guests’ requests and interests, we offer various tourist packages available at our hotels across destinations. Additionally, we offer specialized local activities and entertainment, ensuring that our guests can immerse themselves fully in the region’s distinct culture and charm.

We take great pride in our meticulous attention to detail, especially when it comes to guest safety. Allergies and special requests are treated with the highest level of care and priority. Our staff is thoroughly trained to handle all potential allergens, whether it pertains to food, cleaning products, or even the materials used in room furnishings.

To provide an even more personalized touch for guests staying at our Crown Collection properties, we assign designated staff members to guests. This personal connection creates a sense of familiarity and trust, allowing us to better anticipate needs and personalize service even further. Whether it is a butler, a dedicated server at our restaurant, or a concierge who understands the nuances of the guest’s preferences, these personalized interactions form the cornerstone of The Fern’s commitment to exceptional hospitality.

At The Fern Hotels & Resorts, we have always believed that personalization is not just a service, but a philosophy. It is a commitment to knowing our guests intimately, understanding their desires, and crafting an experience that exceeds their expectations.

By embracing cutting-edge technologies, data-driven insights, and a deeply ingrained culture of service excellence, we continue to set new standards in hospitality. Our goal is to ensure that every guest feels truly valued, their preferences respected, and their stay an unforgettable experience tailored just for them.

By Mr. Suhail Kannampilly, Managing Director, The Fern Hotels & Resorts

Elevate Every Stay with Personalization for the Modern Traveler! By Kim Chau Huynh, Vietnamese Hotelier

As I reflect on my time leading the team at Ostra, San Antonio's premier fine dining restaurant, I am filled with a sense of pride and accomplishment. Over the past year, our team has worked tirelessly to provide exceptional service to our guests, and our hard work has paid off. We've consistently received great feedback every month, and our service score has increased from 4 stars last year to 4.5 stars in 2025.

But what's even more remarkable is that Ostra has become the only restaurant in San Antonio to receive a coveted Four-Star rating from the prestigious Forbes Travel Guide.

This achievement is a testament to our team's dedication to excellence and our commitment to providing an unparalleled dining experience.

The Forbes Travel Guide inspectors praised Ostra for its diverse menu, which showcases locally farmed chicken and sustainable seafood. Our culinary team, led by our talented Executive Chef, has worked tirelessly to craft a menu that not only delights the palate but also supports local farmers and sustainable practices.

As the F&B Operations Manager, I've had the privilege of leading our team to the top. It's a role that requires a deep commitment to excellence, a passion for delivering exceptional service, and a relentless drive to innovate and improve.

One of the key factors that contributed to our success was our focus on teamwork. From the moment I took on the leadership role, I emphasized the importance of collaboration and communication among team members. We worked together to identify areas for improvement and implemented strategies to address them. Whether it was a server, bartender, or kitchen staff member, everyone played a critical role in delivering exceptional service to our guests.

To foster a sense of teamwork, we implemented regular team meetings and training sessions. These meetings provided a platform for team members to share their ideas, concerns, and feedback. We also used these sessions to recognize and reward team members who had gone above and beyond in delivering exceptional service. By doing so, we created a positive and supportive work environment that encouraged team members to strive for excellence.

Another factor that contributed to our success was our focus on guest satisfaction. We understood that our guests were the lifeblood of our business, and we made it our mission to exceed their expectations. We achieved this by being attentive to their needs, responsive to their feedback, and proactive in addressing any issues that arose.

Whether it was a special request or a complaint, we treated every guest interaction as an opportunity to deliver exceptional service and build loyalty.

To measure our success, we closely monitored our guest feedback and service scores. We used online review platforms, such as Google, Tripadvisor and OpenTable to track our performance and identify areas for improvement. We also conducted regular guest surveys to gather feedback and insights that helped us refined our service standards.

By leveraging these tools, we were able to make data-driven decisions that drove continuous improvement and excellence.

In addition to our focus on teamwork and guest satisfaction, we also prioritized ongoing training and development. We recognized that our team members were our greatest asset, and we invested in their growth and development to ensure they had the skills and knowledge needed to deliver exceptional service. We provided regular training sessions on topics such as wine knowledge, mixology, and service standards. We also encouraged team members to attend industry events and conferences to stay up to date on the latest trends and best practices.

One of the most significant challenges we faced was maintaining consistency in our delivery service. With a large team and a high volume of guests, it was crucial that we maintained a consistent level of service quality. To achieve this, we developed a comprehensive service standards manual that outlined our expectations for service delivery. We also conducted regular service audits to ensure that our team members were meeting our service standards. By doing so, we were able to maintain a high level of consistency in our delivery service and ensure that our guests received an exceptional experience every time they visited us.

Another challenge we faced was managing guest complaints and feedback. While we strove to deliver exceptional service, we understood that mistakes can happen. When they did, we had a clear process in place for addressing guest complaints and feedback. We listened attentively to our guests' concerns, empathized with their frustrations, and provided timely and effective solutions. By doing so, we were able to turn negative experiences into positive ones and build loyalty with our guests.

As I look back on our achievements, I am proud of what we've accomplished. Our focus on teamwork, guest satisfaction, ongoing training and development, and consistency in service delivery has paid off. We've consistently received great feedback every month, and our service score has increased from 4 stars last year to 4.5 stars in 2025. And, of course, being recognized as the only Four-Star restaurant in San Antonio by the Forbes

Travel Guide is a truly remarkable achievement. As we move forward, we'll continue to build on our successes and address areas for improvement. We'll remain focused on delivering exceptional service to our guests and creating a positive and supportive work environment for our team members. By doing so, we'll ensure that Ostra remains a top destination for fine dining in San Antonio. Let’s together redefining the hospitality with personalization that makes every guest feel at home.

Human Touch vs. Tech: Striking the Right Balance in Personalized Service

The hospitality industry stands at a crossroads: on one side, cutting-edge technology offers hyper-personalized convenience; on the other, the warmth of human interaction defines genuine hospitality. The debate is no longer about choosing between automation and personal service—it’s about how to integrate both seamlessly to create the ultimate guest experience.

As hotels, resorts, and restaurants invest in AI-driven chatbots, smart rooms, and self-service kiosks, the question arises: How much technology is too much? And where should the human touch remain irreplaceable?

The Case for Technology: Speed, Efficiency, and Personalization

Tech-driven personalization is reshaping guest expectations. Today, guests demand convenience, instant responses, and seamless experiences—areas where technology excels.

1. AI-Powered Personalization

• AI-driven guest profiles can remember preferences (e.g., room temperature, pillow choice, dining habits) and create bespoke experiences automatically.

• Chatbots and virtual concierges provide instant, 24/7 support without wait times.

2. Smart Rooms & Contactless Convenience

• Voice-activated assistants (like Alexa for Hospitality) allow guests to control lighting, entertainment, and room settings.

• Mobile check-in and digital keys eliminate the need for front desk interactions, streamlining arrivals.

3. Data-Driven Insights for Hyper-Personalization

• Hotels leverage big data to anticipate guest needs, offering personalized discounts, room upgrades, and itinerary suggestions before a request is even made.

• CRM systems track repeat guests, ensuring their next stay is tailored to their past preferences.

The Advantage? Tech enhances convenience, consistency, and efficiency—helping hotels offer personalization at scale.

The Case for the Human Touch: Emotion, Connection, and Trust

While automation improves efficiency, true hospitality is built on empathy, intuition, and warmth—qualities that technology struggles to replicate.

1. Emotional Intelligence in Service

• A chatbot can process a complaint, but only a human can sense frustration, offer an empathetic response, and resolve issues with compassion.

• A skilled concierge doesn’t just book a tour—they read between the lines and suggest experiences that align with a guest’s unspoken desires.

2. Spontaneous Personalization & Surprise Moments

• A housekeeping team noticing a guest’s half-read book on Paris and leaving a complimentary city guide is a human-driven, personalized touch tech can’t replicate.

• A front desk team remembering a guest’s favorite coffee order adds a personal, unexpected delight that fosters loyalty.

3. The Importance of Trust & Cultural Sensitivity

• Guests often feel uneasy about full automation, especially in luxury or cultural settings where personalized interactions matter.

• In regions where hospitality is deeply rooted in tradition and warmth, tech-only service may feel impersonal.

The Advantage? Humans provide intuition, emotional intelligence, and genuine connection, making guests feel valued beyond algorithms.

Finding the Right Balance: Where Tech and Human Service Meet

Rather than replacing human interaction, technology should enhance service without eroding the human essence of hospitality. The ideal approach is a hybrid model:

• Automation for efficiency, humans for emotional connection.

  • Use tech to streamline check-ins and routine requests, but ensure human staff remain accessible for personalized engagement.

• AI-driven insights to empower staff, not replace them.

  • Give frontline employees access to AI-powered guest profiles so they can deliver thoughtful service rather than just process transactions.

• Tech as an enhancer, not a barrier.

  • Ensure digital solutions don’t create frustration for less tech-savvy guests—always offer an option to interact with real people.

Conclusion: The Future of Personalized Hospitality

The best hospitality brands are those that understand technology should never replace human warmth—it should amplify it. Striking the right balance means knowing when to automate and when to engage, ensuring that every guest feels both efficiently served and genuinely cared for.

As the industry evolves, one thing remains clear: hospitality will always be about people—even in the age of AI.

Rahul Yadav - General Manager at The Machan, Lonavala on Personalization in Hospitality

We believe hospitality is more than just service—it’s about creating deeply personal and memorable experiences for our guests. 

We train our staff in guest recognition and engagement, ensuring every interaction feels warm and personalized.

We leverage cutting-edge AI-powered concierge services to engage with guests from the moment they arrive until their departure. This intelligent system helps us to:

1) Record guest preferences for future stays, ensuring a seamless experience every time.

2) Offer real-time personalization, from dining recommendations to room ambiance setting

3) Streamline guest communication into a single, responsive platform

4) Enhance upselling opportunities, providing guests with relevant experiences and upgrades

Our personalization strategies include:

a) Bespoke honeymoon experiences, with romantic setups and curated surprises

b) Customized fitness programs, tailored to guests’ health and wellness goals

c) Handpicked local excursions and cultural activities, based on personal interests

d) Exclusive offers and packages, designed to match individual preferences

Sudhir Jena - Vice President, Corporate, Lords Hotels & Resorts on Personalization in Hospitality

The concept of personalization is revolutionizing the hospitality industry, allowing hotels to create unique, tailored experiences that meet the individual preferences of each guest. By anticipating specific needs, hotels can enhance guest satisfaction and build loyalty. 

At Lords Hotels & Resorts, we leverage technology to connect with guests in real time. Our Central Reservation team work closely with hotel operations team to gather guest preferences through online booking forms and direct communication, ensuring a truly personalized stay—whether it’s arranging special bedding with rose petals, creating towel art displays, serving favorite snacks and meals, or surprising guests with a birthday cake!

At Lords Hotels & Resorts, we aim to go beyond, making sure that every stay is a memorable and unique experience.

Salim Shaikh, Co Founder, Monday Hotels on Personalization in Hospitality

At Monday Hotels, we’re redefining hospitality by crafting personalized experiences that leave lasting impressions on every guest. Recognizing that each guest is unique, we go the extra mile to tailor every aspect of their stay, ensuring it aligns with their individual preferences, tastes, and needs. 

By leveraging a combination of social media insights, prior guest interactions, and detailed guest history, we personalize each experience from the moment they arrive. Whether it’s adjusting room setups, meeting dietary requirements, or offering personalized concierge services, every detail is thoughtfully designed to create a sense of comfort and belonging. 

Guests are welcomed with customized notes, special occasion greetings, and a warm, personalized touch that makes them feel truly valued. In addition, we carefully curate amenities and experiences—whether it’s surprise treats or local experiences—that speak to their specific desires and interests. With an unwavering commitment to meaningful personalization, Monday Hotels goes beyond offering just a place to stay; we create unforgettable memories that resonate long after departure. 

At Monday Hotels, every guest deserves more than just a room—they deserve an experience crafted just for them. 

Monday Hotels – We Value You!

The Future of Personalized Dining: From AI-Generated Menus to Customized Culinary Journeys

The food and beverage (F&B) industry is undergoing a transformative shift, driven by advancements in technology and evolving consumer expectations. Today, diners are no longer satisfied with one-size-fits-all menus or generic dining experiences. Instead, they crave personalized, immersive, and memorable culinary journeys tailored to their unique preferences, dietary needs, and even emotional states. From AI-generated menus to hyper-customized dining experiences, the future of personalized dining is here—and it’s revolutionizing the way we eat.

The Rise of Personalization in Dining

Personalization in dining is not a new concept. Chefs have long tailored dishes to accommodate dietary restrictions or preferences. However, the integration of artificial intelligence (AI), machine learning, and data analytics has taken personalization to unprecedented levels. Restaurants, cafes, and even food delivery services are leveraging technology to create bespoke dining experiences that cater to individual tastes, health goals, and cultural preferences.

Why Personalization Matters

• Health and Wellness: With the rise of dietary trends like keto, veganism, and gluten-free diets, consumers are increasingly seeking meals that align with their health goals.

• Convenience: Busy lifestyles demand quick, tailored solutions, whether it’s a meal kit or a restaurant recommendation.

• Experience: Diners are willing to pay a premium for unique, immersive experiences that go beyond just food.

• Sustainability: Personalized dining can reduce food waste by tailoring portion sizes and ingredients to individual needs.

How Technology is Driving Personalized Dining

1. AI-Generated Menus

AI is transforming how menus are created. By analyzing customer data, including past orders, dietary preferences, and even social media activity, AI can generate personalized menu recommendations. For example:

NotCo: This Chilean food tech company uses AI to create plant-based alternatives to popular dishes. Their AI platform, Giuseppe, analyzes molecular structures to replicate the taste and texture of animal-based products.

Spoon Guru: A UK-based platform that uses AI to help restaurants and retailers offer personalized food recommendations based on dietary needs and preferences.

2. Hyper-Personalized Recommendations

AI-powered recommendation engines are becoming a staple in the F&B industry. These systems analyze vast amounts of data to suggest dishes, drinks, and even wine pairings tailored to individual tastes. Examples include:

- *OpenTable: The platform uses AI to recommend restaurants based on a user’s dining history and preferences.

- Deliveroo and Uber Eats: These food delivery apps use machine learning to suggest meals based on past orders and browsing behavior.

3. Immersive Dining Experiences

Technology is enabling restaurants to create multi-sensory dining experiences that engage sight, sound, and even smell. Examples include:

- Project Nourished: A virtual reality (VR) dining experience that uses VR headsets, scent diffusers, and 3D-printed food to simulate exotic meals without the calories or environmental impact.

- Alchemist: A Copenhagen-based restaurant that combines gastronomy with theater, offering a 50-course meal accompanied by immersive visual and auditory effects.

4. Customized Culinary Journeys

Some restaurants are taking personalization to the next level by offering entirely customized dining experiences. For instance:

- Atelier Crenn: Chef Dominique Crenn’s San Francisco restaurant offers a personalized tasting menu based on diners’ preferences and dietary restrictions.

- Dinner by Heston Blumenthal: This London-based restaurant uses historical recipes and modern techniques to create bespoke dishes tailored to individual tastes.

5. Smart Kitchens and IoT

The Internet of Things (IoT) is enabling smart kitchens that can adapt to individual preferences. For example:

- Moley Robotics: A fully automated robotic kitchen that can prepare personalized meals based on user input.

- June Oven: A smart oven that uses AI to recognize food and cook it to perfection based on individual preferences.

Examples of Brands Embracing Personalization

1. Chipotle: The fast-casual chain uses AI to recommend menu items based on customer preferences and past orders.

2. Starbucks: Their mobile app uses data analytics to offer personalized drink recommendations and rewards.

3. Hellmann’s: The brand launched a “WhatsApp fridge” in Brazil that suggests recipes based on the ingredients users have at home.

4. Nestlé: The company’s “Wellness Ambassador” program uses AI to provide personalized nutrition advice and product recommendations.

The Role of Data in Personalized Dining

Data is the backbone of personalized dining. By collecting and analyzing data from various sources—such as loyalty programs, social media, and wearable devices—restaurants can gain insights into customer preferences and behaviors. For example:

- Wearable Tech: Devices like Fitbit and Apple Watch can provide data on a user’s health metrics, enabling restaurants to suggest meals that align with their fitness goals.

- Loyalty Programs: Starbucks’ rewards program collects data on customer purchases to offer personalized promotions and recommendations.

To-Do List for Hospitality Leaders

1. Invest in AI and Data Analytics: Leverage AI to analyze customer data and offer personalized recommendations.

2. Adopt Smart Kitchen Technology: Implement IoT devices to streamline operations and enhance personalization.

3. Create Immersive Experiences: Experiment with VR, AR, and multi-sensory dining to engage customers.

4. Focus on Sustainability: Use personalization to reduce food waste and promote sustainable practices.

5. Prioritize Data Privacy: Ensure that customer data is collected and used ethically and transparently.

6. Train Staff: Equip your team with the skills to deliver personalized service while maintaining a human touch.

7. Collaborate with Tech Partners: Partner with tech companies to stay ahead of the curve in personalized dining innovations.

8. Gather Feedback: Continuously collect customer feedback to refine and improve personalized offerings.

Personalized dining is no longer a luxury—it’s an expectation. By embracing technology and prioritizing individual preferences, hospitality leaders can create unforgettable culinary experiences that keep customers coming back for more. The future of dining is personal, and the time to act is now.