ATM outlines why luxury hospitality leaders view personalisation as key to revenue growth

Zawya

6 days ago

During ATM 2025, senior executives from Minor Hotels, Fairmont and Marriott highlighted the rise of 'hyper-personalisation' in the luxury hospitality industry
The ATM Travel Trends report states that 85% of hoteliers view personalisation as a crucial driver of commercial value
Next-Gen travellers are driving demand for luxury experiences that focus on meaning over opulence
Dubai, United Arab Emirates: Personalisation is emerging as a growing trend in travel and tourism, particularly within the luxury segment, as travellers increasingly seek experiences tailored to their individual preferences and lifestyles.
At Arabian Travel Market (ATM) 2025, senior executives from leading hotel groups, including Minor Hotels, Fairmont and Marriott, examined the rising influence of 'hyper-personalisation', which moves away from one-size-fits-all services to offering bespoke guest experiences. Leveraging tools such as AI-driven customisation and chatbots, as well as personalised welcome amenities and bespoke dining options, these brands are redefining the customer journey in the luxury travel segment, which is witnessing a continued surge worldwide.
According to the ATM Travel Trends Report 2025, developed by ATM in partnership with Tourism Economics, 85% of hoteliers now consider personalisation as a key driver of commercial value, with tailored experiences shown to generate additional revenue of up to 5%. Furthermore, insights by market intelligence firm Future Market Insight Inc, has revealed the global customisation and personalisation in travel market is expected to reach US$620.71 million by 2032.
Speaking during the panel, experts defined hyper-personalisation as providing individualised experiences that anticipate both expressed and unspoken guest needs. While technology and Artificial Intelligence (AI) are instrumental in delivering customised offerings at scale, the panellists agreed that human connection remains essential for a truly personalised hospitality experience.
Nicolas Hauvespre, VP of luxury brands at MEA Marriott, said: 'When it comes to hyper-personalisation, for many brands, this goes far beyond traditional service. It's about creating something highly tailored and curated through leveraging technology and building on your culture, so you can develop that anticipatory service and meet both the explicit and unspoken needs of your guests.'
The panel, which also included Loay Nour, Vice President Fairmont Brand and Marketing Communications, and Amir Golbarg, Senior Vice President Minor Hotels, also discussed the importance of establishing an emotional connection, anticipating guest needs, and building this over time.
'Luxury is not one size fits all, it's no longer about recognising someone by the name or knowing their preferences in their profile, because you need to understand that those consumers are not only hotel consumers, they are exposed into the ultra level of personalisation from other brands and other industries that they work with, so they have a certain minimum of expectations,' said Nour.
In the Middle East and Africa, Marriott is embracing this shift while maintaining brand distinctiveness, expanding its luxury footprint with projects such as the Ritz-Carlton Reserve at Nujuma in Saudi Arabia's Red Sea, which is rooted in immersive, cultural experiences. Upcoming openings elsewhere in the region include a portfolio of curated Ritz-Carlton safari lodges in eastern Africa, which will pioneer new destinations and provide guests with highly authentic experiences.
Meanwhile, owner-led hospitality companies, such as Minor Hotels, are using their lean structures to pilot new concepts in-house before rolling them out globally. This operational flexibility has enabled the company to invest in curated, experience-driven offerings that prioritise quality over quantity. A recent success story includes the 22-room Anantara Santorini Abu Dhabi in Ghantoot, which has outperformed expectations by focusing on hyper-personalised offerings in a unique setting.
Commenting on these insights, Danielle Curtis, Exhibition Director ME, Arabian Travel Market, said: 'As luxury travel evolves, so too does the definition of what it means to deliver highly personalised experiences. Today's travellers are looking for more than exceptional service; they expect tailored journeys that reflect who they are and what they value. At ATM, we are witnessing how hospitality brands are rising to the challenge, providing guests with luxury experiences that are personalised, sustainable and connected to people and place.'
Luxury travel will be under the spotlight at Arabian Travel Market 2026, which will be held from 4 to 7 May at the Dubai World Trade Centre. In parallel, travel technology will remain a key focus as innovation continues to reshape the future of the industry and transform every stage of the traveller's journey.
Now in its 33rd year, Arabian Travel Market (ATM) is the leading global platform driving growth and innovation across every sector of travel and tourism. Held annually in Dubai – the gateway to global travel and tourism with its unmatched connectivity – ATM is where the energy of opportunity comes to life.
More than just an event, ATM is a dynamic hub for industry communities, with forums, experiences, and networking that continue well beyond the show floor over the week. Now in a period of rapid expansion, ATM has grown 16% year on year, attracting over 55,000 travel professionals from 166 countries.
The next edition of ATM will take place in Dubai from 4–7 May 2026.
About RX
RX is a global leader in events and exhibitions, leveraging industry expertise, data, and technology to build businesses for individuals, communities, and organisations. With a presence in 25 countries across 42 industry sectors, RX hosts approximately 350 events annually. RX is committed to creating an inclusive work environment for all our people. RX empowers businesses to thrive by leveraging data-driven insights and digital solutions. RX is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.
About RELX
RELX is a global provider of information-based analytics and decision tools for professional and business customers. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs more than 36,000 people over 40% of whom are in North America. The shares of RELX PLC, the parent company, are traded on the London, Amsterdam and New York stock exchanges using the following ticker symbols: London: REL; Amsterdam: REN; New York: RELX. *Note: Current market capitalisation can be found at http://www.relx.com/investors
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WTM London is the world's most influential travel & tourism event for the global travel community. The show is the ultimate destination for those seeking a macro view of the travel industry and a deeper understanding of the forces shaping it. WTM London is where influential travel leaders, buyers and high-profile travel companies gather to exchange ideas, drive innovation, and accelerate business outcomes.
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WTM Latin America takes place annually in the city of São Paulo and attracts around 20,000 tourism professionals during the three-day event. The event offers qualified content together with networking and business opportunities. In this its ninth edition – there have been eight face-to-face events along with a 100% virtual one, which was held in 2021 – WTM Latin America continued to focus on effective business generation, and achieved the advance booking of six thousand meetings that were held between buyers, travel agents and exhibitors in 2022.
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Next event: 13 to 15 April 2026 – Cape Town International Convention Centre, Cape Town
About ATW Connect: Africa Travel Week's digital arm, is a virtual hub packed to the seams with interesting content, industry news and insights, and the opportunity to hear from experts on a variety of topics in our new monthly webinar series. All with the aim to keep all of us in the travel and tourism industry connected. ATW Connect focuses on inbound and outbound markets for general leisure tourism, luxury travel and the MICE/business travel sector as well as travel technology.
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