GUEST EXPERIENCE SOFTWARE

In the hospitality industry, a smart guest experience comes from a combination of anticipating your guests’ needs and using technology to provide an easy and seamless experience, such as contactless check-in. While personalized experiences and service and proper hotel management and staffing will always play a role in traditional guest experience, smart guest experience utilizes technology such as customer experience management software and other apps and management tools to unify your team, help you predict your guests’ needs, and elevate your guest experience beyond expectations.

Guest experience management involves organizing your hotel operations to service guest needs, address their requests, and exceed their expectations at every touchpoint possible. Proper guest experience management means anticipating guest needs, fulfilling requests, personalizing service, and addressing and amending complaints. It also involves using management tools to track customer data, customer engagement metrics, and satisfaction as a way to increase guest retention and build lasting customer relationships.

Guest experience software and guest management software share similar, intuitive features. A property management system (PMS) often has built-in functionality to help with guest management, such as handling guest data, while guest experience software can help modernize and facilitate processes by providing digital services like pre-check-in, contactless check-in, digital keys, and enhanced guest communication. A guest experience platform provider should have features to manage both the guest experience and management of guest data that is essential for hotel operations. To distinguish the two:

guest experience management software features include -

• enhanced guest communication tools, such as a unified inbox for responding to guest messages in their preferred mode of communication and language, and Live Chat or chatbot
• automated messaging and notifications to request guest feedback and reviews
• streamlined communication for your staff
• data and analytics to track your performance

and guest management software features include -

• guest profile creation and storage
• reservations management
• information on guest arrival, departure, and room status
• analytics and reporting on your guest demographics

A guest management system helps you manage all of your guest data and processes for check-in and check-out. It can also help you gather data about your guests and their preferences so you can make more informed decisions about how to enhance your guest experience.