Service delivery in star-rated hotels is a complex process that demands meticulous attention to detail, customer-centricity, and operational efficiency. This study focuses specifically on the effect of personalized guest experience systems on service delivery in star-rated hotels located in Uasin Gishu County, Kenya. The study employed the General systems theory (GST). A descriptive survey design was utilized, targeting a population of 171 individuals, from which a sample of 131 respondents was drawn, including ICT managers, operation managers, and supervisors. Data were gathered using questionnaires structured on a five-point Likert scale and analyzed with Statistical Package for Social Sciences (SPSS) Version 25. The data were analyzed using descriptive and inferential statistics. The analysis revealed that personalized guest experience positively affect service delivery in these hotels (?=0.687, p=0.000). The study concluded that The study concluded that personalized guest experience has a statistically significant positive effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya. Enhancing personalized guest experiences is crucial for improving service delivery in the hospitality sector. The study recommends that star-rated hotels in Uasin Gishu County, Kenya, should prioritize the enhancement of personalized guest experiences as it has a statistically significant positive effect on service delivery. Hotels should also focus on creating high-quality service experiences that promote customer satisfaction, as satisfied customers are more likely to recommend the hotel to others.
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