Running a successful hotel is no easy feat. From managing bookings to overseeing operations and providing top-notch customer service, it takes a complex web of systems and platforms to keep everything running smoothly. But with so many different back-end systems to navigate, how can hotels maintain consistency and provide guests with a seamless experience that meets their needs?
With a platform like LasoExperience, you can create a unified guest experience across platforms, making it easier than ever to engage with and activate guests, streamline operations, and provide the exceptional service they expect.
What is a Unified Guest Experience?
Picture this: you're planning a much-needed getaway to a new city, and you're excited to stay at a beautiful hotel with all the amenities you could want. You've booked your room online, and you can't wait to check in and start exploring. But when you arrive at the hotel, you're bombarded with a confusing array of platforms, apps, and systems to navigate. Want to book a massage? You'll need to call the spa. Need to make a dinner reservation? That's a different app. Want to explore the local area? Better check a third-party site. It's overwhelming, frustrating, and doesn't exactly make you feel like a valued guest.
With LasoExperience, your hotel can offer a streamlined and seamless experience for guests, no matter what systems or platforms are running in the background. A unified guest experience means that guests can interact with your hotel through one central platform, using the same credentials for all services and features. From booking onsite events and activities to making reservations and requesting hotel services, everything is accessible in one place. No more bouncing between different platforms and apps – you can put everything at your guests' fingertips.
By providing a unified guest experience, your guests have a consistent and hassle-free experience across all touchpoints, from the moment they arrive to the moment they leave. This leads to increased guest satisfaction, loyalty, and positive reviews, which can help your hotel stand out in a crowded marketplace.
The Benefits of a Guest Relationship Management System (GRM)
Your guest experience platform can also be described as the GRM or a Guest Relationship Management system. It provides a single source of truth for guest information, allowing your property to offer a consistent experience across all channels. It offers the following benefits:
- Single source sign-in: With a GRM, guests can access all features and services offered by your hotel using the same credentials. This means that they only need to log in once to access everything they need, rather than having to create separate accounts or switch between different systems. This creates a seamless guest experience that saves time and reduces friction.
- Simplifies the guest experience: By consolidating all guest-facing systems into one platform, a GRM simplifies the guest experience, making it easier for guests to navigate and access the services they need. This leads to increased satisfaction and loyalty, as guests appreciate the convenience and ease of use.
- Reduces the need for multiple systems: Managing multiple systems can be a headache for hotel staff, requiring them to be trained on and maintain multiple systems. With a GRM, however, staff can focus on a single system, which saves time and money on training, maintenance, and support.
This simplified approach saves guests time and creates a more enjoyable experience, leading to increased satisfaction, loyalty, and revenue.
Total Personalization at Scale
The platform collects valuable data on guests, including their preferences, behavior, and history, which can be used to personalize offers and promotions. Here’s what total personalization looks like in hotels:
- Targeted offers. By collecting data on guests' behavior and preferences, hotels can create targeted offers that resonate with individual guests. For example, a guest who frequently orders room service may be more receptive to an offer promoting the hotel's dining options.
- Personalized comms. LasoExperience also allows hotels to provide personalized communication throughout the guest journey. The platform can provide personalized recommendations, notifications, and information through SMS, in app notifications, or other communication channels. This personalized approach not only increases the likelihood of repeat bookings but also fosters guest loyalty and brand advocacy.
- Relevant upselling and cross-selling opportunities. By collecting guest data, the platform can suggest relevant upsells and add-ons that are likely to appeal to individual guests. This approach can increase revenue while providing guests with a more tailored experience.
Optimized Operations
By consolidating multiple systems and processes onto a single platform, hotels can significantly improve efficiencies and reduce costs. Here are some of the ways a unified guest experience platform can streamline hotel operations:
- Automated processes: With LasoExperience, many manual processes, such as guest check-in and check-out, can be automated. This means that guests can check themselves in and out, reducing the workload of hotel staff and allowing them to focus on other tasks that require their attention.
- Centralized service request management: Hotel staff can manage multiple service requests from a single dashboard. This means that requests can be handled quickly and efficiently, reducing wait times and improving guest satisfaction.
- Real-time guest information: LasoExperience provides hotel staff with real-time information on guest preferences and needs. This means that staff can personalize their interactions with guests, anticipate their needs, and provide a better overall experience.
- Reduced operational costs: By eliminating the need for multiple systems and resources, a guest experience platform can significantly reduce operational costs. This means that hotels can save money on training, maintenance, and support, and focus their resources on improving the guest experience.
Improved Reporting
A guest experience platform simplifies the process of data collection and analysis, allowing hoteliers to gain a more comprehensive understanding of guest behavior and preferences. Here are some additional benefits for hotels:
- Multiple channel data points. The platform allows for pulling in data points from multiple channels to build a central guest persona. This provides a more accurate and complete picture of each guest, including their preferences and behavior across different platforms.
- Trend and pattern identification. Hoteliers can identify trends and patterns in guest behavior and preferences. This enables them to make data-driven decisions about which services to prioritize and improve.
- Guest feedback. A GRM system provides insights into what guests are saying about their experience. This includes feedback from various channels, such as review rating sites, allowing hoteliers to address any issues early on.
- Informed decision making. With these insights, hoteliers can make informed decisions about how to improve their operations and services. They can focus on the areas that guests value the most and make changes that will have the greatest impact on guest satisfaction.
- Enhanced guest experience. By improving operations and services, hoteliers can ensure that they are providing the best possible experience for their guests. This can lead to increased guest loyalty and positive word-of-mouth, ultimately driving revenue and business success.
Takeaways
LasoExperience offers a comprehensive solution for hotels looking to provide a unified guest experience. Bringing all services under one roof and allowing guests to interact with your hotel through a single app means that guests can relax and enjoy their stay without the hassle of navigating multiple apps or platforms. By consolidating all services into one platform, hoteliers can access data on guest preferences and behavior, allowing them to optimize services for maximum guest satisfaction.
