• encouraged to sign up for a package based on your previous selections ( a facial , manicure , couples massage at the spa , a golf lesson with a golf pro , a multi-day surf school , a yoga retreat , a wine tasting or a cooking class with your chef )?
• reminded to make timesensitive bookings to ensure you don ’ t miss out ( dinner reservations , tickets to an event , a prime deck chair , or a cabana spot by the water )?
By taking the time to book - receiving a single guest itinerary for everything you have booked for your stay as a guest , you can see where the booking journey needs to be tweaked so guests can book a comprehensive and memorable stay based on their personal preferences .
Adjusting Your Course Along the Way
Once on property , guests plans can change . Based on things they see , conversations with other guests , they may want to adjust their itinerary . As you experience your property from your guest ’ s perspective , how easy is it for you to make these changes ? Do you need to contact property staff , or do you have digital access to your bookings ? Ideally , your property will offer its own app that empowers guests to indulge their impulses .
As a guest , you should have the ability to book additional activities from your mobile device . If you hear about a spa treatment another guest enjoyed or an outstanding meal from an on-property restaurant , you should be able to book them yourself immediately . If you ’ re poolside and see a guest enjoying a snack or drink , you should be able to order the same thing on your mobile device from right where you are , to be served to you at your poolside chair . This ability to customize on the fly will enhance the experience of being well-attended to while on property .
Your property should not just be relying on you to use the app to enhance your stay . Your staff should be using the app to proactively make relevant suggestions that help you make the most of your time on your property . With messaging and push notifications through your app , your staff can inform you of opportunities as they become available . Did you enjoy a meal at an on-property restaurant ? Staff should be able to notify you of upcoming specials at that restaurant . Did you attend ( or try to book a class )? Property staff should be able to alert you of openings in relevant classes that you might also enjoy . Did you receive a particular treatment at the spa ? Notification on special pricing for any product relevant to your treatment should be sent to you . The more a guest uses a property ’ s facilities , the more satisfied they are with their stay . Your app needs to maximize guest exposure to your property and its offerings .
Returning to Work
Every vacation must come to an end . After taking off your guest ’ s shoes , it ’ s time for you to put your shoes back on and assess your time as a guest .
• Were you able to take advantage of everything your property has to offer ?
• Was it easy for you to make and change bookings for your property ’ s amenities ?
• Were you notified of upgrades and stay enhancements ?
• What did your property do well ?
• Where are there technology gaps that prevent your property from exceeding guest expectations ?
If you have discovered technology gaps that prevent you from delivering an enhanced guest experience , reach out to a hospitality solutions provider . With the knowledge you ’ ve gained from your journey as a guest , you can work with an innovative hospitality solutions provider who will help you realize your vision to make guest experiences distinctive and exceptional enough to spark guests ' intent to return .
About the author Don DeMarinis is the Sr VP – Sales & Marketing , Americas & EMEA for Agilysys a global leader in hospitality technology . Don is a hospitality industry veteran , having consulted global hospitality brands and properties on innovative approaches to guest experiences and staff empowerment for three decades . He previously served as Vice President , Sports & Entertainment , Foodservice Management globally at Oracle / MICROS , and as Vice President , Leisure & Entertainment at MICROS prior to its acquisition by Oracle . Most recently , he served as Chief Commercial Officer at QikServe , a cloud-based service that enables self-service ordering through mobile , web and kiosk channels , where he led the development of scalable , global , revenue generating channels . In addition , DeMarinis has helped a number of companies , including Gusto and Brolin Retail Systems , build successful sales processes and aggressively expand their market shares .
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