Personalisation in Luxury Hospitality – Suresh Nanda’s View
                     LUXURY HOSPITALITY • INSIGHT DECK
Personalisation
in Luxury
Hospitality
Suresh Nanda’s View
How thoughtful, tailored experiences are reshaping modern luxury 
stays
BASED ON THE ARTICLE PUBLISHED 29 SEPTEMBER 2026
PERSONALISATION IN LUXURY HOSPITALITY 01
01 / THE BIG IDEA
Luxury is shifting from facilities to feelings
Personalisation makes a stay feel relevant to the individual guest.
01 Know the guest
THE NEW STANDARD Understand preferences, purpose and occasion.
Not more services.
02 Curate the experience
The right services, Match services to what matters most.
for the right guest.
03 Make it memorable
Deliver thoughtful details at the right time.
PERSONALISATION IN LUXURY HOSPITALITY 02
02 / GUEST EXPECTATIONS
One hotel. Different definitions of luxury.
Personalisation starts by recognising that every trip has a different purpose.
01 02 03
BUSINESS TRAVELLER FAMILY COUPLE
Efficiency & Activities for Privacy & occasion
convenience everyone
Smooth check-in, practical Age-appropriate experiences A quiet setting, private dining 
support and time-saving that make the stay enjoyable or thoughtful celebration 
service. for all. details.
Key takeaway: personalise the experience—not just the room.
PERSONALISATION IN LUXURY HOSPITALITY 03
03 / ACROSS THE GUEST JOURNEY
Personalisation begins before arrival
The strongest experiences connect each stage of the stay.
BEFORE DURING AFTER / RETURN
Prepare Guide Remember 
→ → thoughtfully
Understand needs and special Offer relevant dining, concierge Use past preferences to improve 
requests ahead of arrival. and local experiences. future visits—without being 
intrusive.
Personalisation should feel helpful, natural and respectful of guest privacy.
PERSONALISATION IN LUXURY HOSPITALITY 04
04 / CURATED EXPERIENCES
Dining is a powerful personalisation touchpoint
Choice becomes more valuable when guests receive the right guidance.
What curated dining can respond to
THE OPPORTUNITY
Cuisine and food preferences
It is not just 
A quiet setting or a lively atmosphere
about having 
options. It is Special occasions and personalised menus
about helping Helpful recommendations from concierge teams
guests find the 
option that fits 
them.
The article highlights The Claridges’ range of dining choices and its F&B 
Concierge as examples of guided, guest-focused service.
PERSONALISATION IN LUXURY HOSPITALITY 05
05 / HERITAGE MEETS INNOVATION
Keep the character. Evolve the experience.
Established luxury properties can honour their history while responding to modern expectations.
HERITAGE MODERN EXPECTATIONS
Distinctive identity Relevant experiences
Established reputation Contemporary service
A sense of place Thoughtful use of 
technology
Article example: The Claridges, New Delhi—heritage paired with contemporary hospitality capabilities.
PERSONALISATION IN LUXURY HOSPITALITY 06
06 / WHAT HOSPITALITY LEADERS CAN DO
Turn personalisation into a service mindset
A practical checklist inspired by the article.
01 Listen first 02 Coordinate teams
Identify the guest’s purpose, preferences and Connect front desk, concierge, dining and guest 
occasion. services.
03 Make details count 04 Respect boundaries
Use relevant recommendations instead of generic Remember preferences thoughtfully; avoid intrusive 
offers. personalisation.
The goal: make each guest feel understood—not simply accommodated.
PERSONALISATION IN LUXURY HOSPITALITY 07
KEY TAKEAWAY
The future of luxury is personal.
Memorable hospitality comes from understanding what each guest values
—and delivering it with care, relevance and attention to detail.
RELEVANCE THOUGHTFULNESS CONSISTENCY
Services that fit the guest Details that feel natural A connected journey
Source article
Personalization in Luxury Hospitality: Suresh Nanda’s View
https://sureshnanda2.wordpress.com/2026/09/29/personalization-in-luxury-hospitality-suresh-nandas-view/
PERSONALISATION IN LUXURY HOSPITALITY 08