Preference Cascade: Making Personalization Travel
How pre-arrival notes must reach FO, HK, F&B, Concierge, and Engineering.
Five-Star personalization is a system, not a personality trait.
Capture
Reservations / pre-arrival notes: occasion, ETA, diet, pillow, floor, transport, celebration.
Distribute
Before arrival: FO brief, HK room prep, F&B allergy flag, concierge opportunity list, engineering if accessibility/device needs.
Confirm
At registration or room entry: "Your soft pillows and late arrival notes are prepared."
Reactivate
Each outlet reads the profile before first contact — restaurant host, IRD order-taker, spa booking.
Close the loop
If a preference fails, log the miss, recover, and update the profile so it cannot recur.
Drill
Weekly: pull three fictional profiles through every department in 15 minutes. Score whether each outlet "knew" the guest without re-asking.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.