Personalized Guest Journeys in Hospitality & Gaming
Summary
The article, by Michael Caruso in the Fall 2025 edition of Gaming & Leisure, argues that guests now expect tailored experiences across travel, hospitality and gaming. True hyper-personalisation depends on AI, but the industry’s many point solutions and inaccessible data/APIs make delivering seamless guest journeys difficult. The piece highlights the mismatch between available tech (pre-arrival channels, kiosks) and persistent problems such as long check-in queues, and positions AI not just as an efficiency tool but as a source of competitive advantage, loyalty and revenue uplift.
Key Points
- Guests demand personalisation across services — loyalty perks and tailored experiences are expected, not optional.
- AI is central to achieving hyper-personalisation by analysing guest data and coordinating actions across systems.
- Data silos and many point solutions across large integrated resorts prevent seamless guest journeys.
- Persistent operational failures (for example, long check-in lines despite pre-arrival options) show integration and data flow issues.
- When implemented correctly, AI-driven personalisation can boost optimisation, loyalty and revenue for hospitality and gaming operators.
Context and Relevance
This article matters to operators and technology leaders in hospitality and gaming because it highlights a practical barrier: the gap between AI potential and current system fragmentation. As the industry invests in digital transformation, the piece underlines that integration and accessible APIs are as important as the AI models themselves. It ties into wider trends — guest-centric design, data-driven loyalty programmes and the monetisation of personalised offers.
Author style
Punchy: Caruso lays out the case quickly and clearly — AI isn’t a buzzword here, it’s the route to measurable business outcomes. If you’re responsible for guest experience, tech roadmaps or revenue, the article’s arguments deserve attention.
Why should I read this?
Look — if you work in hospitality or gaming and you’re vaguely annoyed by guests still queueing while you’ve got kiosks and pre-arrival check-ins, this short read explains why that’s happening and what actually fixes it. It’s practical, not fluffy: focuses on fixing data silos and using AI to make guests feel special (and to make you more money).
Source
Source: https://mygamingandleisure.com/personalized-guest-journeys-in-hospitality-gaming/