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Naturally, this raises little room for error. If a property exceeds expectations on nine out of 10 guest experiences but disappoints on the tenth, that is the one that will show up on a review site, discouraging both return and referral business. Making zero-disappointment a fundamental priority and providing broad options for your customers to put this in place will help drive high-return hospitality overall.

At Agilysys, we target zero-disappointment through integrated, experience-focussed modules designed based on customer input, as well as industry dynamics, such as the increased demand for self-service and mobility for both staff and guests.

Additionally, hospitality technology must clear a higher bar than traditional return on investment (ROI) due to the marginal factors that determine whether your offering is successful or not. When it comes to guests, a zero-disappointment experience is crucial – you need to deliver the type of exceptional experience that delights your guests. With a comprehensive suite of fully integrated end-to-end solutions, Agilysys has dedicated countless hours to creating a personalised experience to deliver greater spending, stronger reviews and guests for life.

Essentially, it is irrelevant how beautiful your property is or how many activities it offers; if it’s not focused on the overall experience of its guests, then it’s doomed to fail in the long run. Providing exceptional personalised experiences is the goal of every hotelier nationwide, and the right technology solutions are vital.

Here are four ways properties with the right technology solutions can create exceptional zero-disappointment stays that, ultimately, delight their guests while enhancing ROE:

Identifying the right Property Management System

Choosing the right property management system (PMS) is one of the most important decisions a hotelier may ever make throughout their tenure. The right software has the capabilities to streamline your hotel operations while alleviating the relentless workload that can manifest at your property.

PMS, after all, have the capability to ensure interoperability throughout the property – with open-platform PMS systems communicating with one another. This champions the brand at every touch point within the business, from booking to re-engagement and referral.

By investing in the right PMS, hoteliers are putting not only their guests but also their staff’s experience at the centre of their operation: reducing their levels of stress, empowering them to become more efficient and providing them with a higher sense of fulfilment in their work. This inevitably encourages guests to stay more often, spend more, and recommend more while leaving stronger reviews. Meanwhile, from a staff perspective, it boosts the likelihood of retention, increases empowerment, reduces stress and gives staff a greater incentive to stay long-term – guaranteeing a high return on experience (ROE).

Overall, this produces more champions and fewer critics and provides greater choice, control and convenience. On top of this, a greater sense of loyalty is created for both staff and guests and there’s a stronger belief that your business can keep its promises in terms of its overall offering.

Higher Return on Data (ROD)

Solutions designed by hospitality experts to reveal data-driven insights and decisions about guests and staff have also been proven to increase a high return on data (ROD). This ensures that the business’s promises are kept, which delivers profits through data-driven, connected solutions centred on guest delight, staff satisfaction and insightful relationships.

Additionally, for guests, this creates more efficient preference-based services, optimised reservations, curated offers and greater influence, in terms of interaction. For staff, this enables data-informed schedules and creates coverage aligned to demand while providing a deeper understanding of guests and uncovering insights that increase revenue.

Allowing guests to take control of their stay

Guests have access to an array of a hotel’s facilities and activities online before arriving. When guests can review the property’s offering and make selections in their own time, they are more likely to spend more. Additionally, guests can book spa appointments, tee times and other activities when they reserve a room. On top of this, they have the option to not only make a restaurant reservation but also select the specific table or seat and the server they prefer – allowing guests to reserve an array of offerings of their own choice at the time that is best for them.

Ensuring the hotel communicates with guests before, during and after their stay

It’s important for properties to stay in contact with their guests to build loyalty. Pre-stay emails alerting guests towards updates, discount offers, or new features can be sent to new and repeat guests. By using guest profile content, for example, hotel staff can generate SMS communication with upgrades, coupons, or special offers while the guest is on the property. Moreover, post-stay surveys encourage positive reviews and return visits. By staying in touch with guests before, during and after their stay, hotels remain top of mind when guests make future travel plans.

These solutions help properties deliver a seamless, personalised experience to their guests, which provides them with choice, control and convenience. These solutions work together to optimise staff experiences by easing workload stress and providing tools that empower them to be better hosts. As a result, guest loyalty is prioritised, staff turnover is reduced, and a property’s bottom line is increased – maximising ROE.

At Agilysys, The Hospitality Cloud – the only end-to-end, exclusive hospitality platform that maximises ROE – for guests and staff across every hospitality touchpoint, has been developed with a hospitality core collection of services that are tailored to maximise ROE by specific venue and management model needs. These include a collection of core PMS to fit operational needs and technology preferences, such as point-of-sale systems (InfoGeneisis and Buy) which are optimised for food and beverage experiences, and Agilysys’ inventory and procurement for food, beverage, furniture and fixture needs in hospitality venues.

Furthermore, experience-focused models that integrate with core solutions to amplify specific guest and staff experiences, including digital, mobile, self-service, amenity-based and loyalty-based products, have been developed to enhance economic and emotional ROE outcomes based on how staff and guests interact in specific venue types.

Overall, when it comes to your guests, a zero-disappointment experience should be at the heartbeat of your hotel’s offering. It’s fundamental that hoteliers target delivering the type of exceptional experiences that not just delight guests – but give them that urge to return again. With a comprehensive suite of fully integrated end-to-end solutions, Agilysys have the capability to create a seamless personalised experience to deliver greater spending, stronger reviews and guests for life.

Reprinted from Hotel Management International with permission from www.hmi-online.com.

Organization
Agilysys, Inc.
https://www.agilysys.com/
3655 Brookside Pkwy, Ste 300
USA - Alpharetta, GA 30022
Tollfree: 18002418768
Phone: 1 (877) 369-6208
Email: sales@agilysys.com

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