3 Barriers to a Hyper-Personalized Guest Experience…And How To Fix Them – stayntouch

BySteven I. Green

Apr 3, 2022 #11 Travel Packables, #Aircraft Elevation Travel Direction, #Astrro Click Travel, #Bluegreen Travel Certificate Activation, #Bon Appetit Travel Issue 2015, #Boston Travel Decal, #Brazilian Consulate Minor Travel Authorization, #Calculate Chain Travel On Sprocket, #Che Guevara Travel Notes Book, #Corporate Travel Jobs Virtual, #Cost Figures For Space Travel, #Cut Glass Travel Decanter, #Equate Travel Shampoo, #Eve Travel Ceptor Chart, #Fairview Travel Svc, #Global Travel Slp, #Good Travel Trailer, #Governor Dayton Travel Ban, #Health Travel Coverage Aarp, #Hostoric Outlook On Space Travel, #India Rishikesh Travel, #Jobst Travel M Socks, #Kayak Travel Tallahassee, #Kd Travel And Consulting Glassdoor, #Krypton Time Travel Theory, #Meetup Travel Groups, #Mens Travel Pants Comfortable, #Mike Brauns Travel Habits, #Minowl Ultimate Travel Umbrella, #Morocco Travel Photos, #Morraco Travel Gide, #Mta Travel Operators Organised Excursion, #My Space Travel, #New Zealand Year Travel Visa, #Pattern Jewelry Travel Bag, #Peak Design Travel Backpack 2, #Peninsula Bangok Travel Agent Rates, #People.Change After Travel Divorce, #Personal Travel Books Through Hungary, #Plan F Covering Foreign Travel, #Royal Travel Rv By Design, #San Diego Daily Travel Expenses, #San Fran Travel Hacks, #Summer Travel In Canada, #Texas Top 40 Travel Destinations, #Tsa Approved Travel Bag, #Ucsc Travel Grants, #Us India Travel Ban Vaccinated, #Weather Balloon Travel Speed, #What Is Travel Fantasy.Org


Barrier #1: Siloed Platforms Create a Disjoined Guest Journey

What do you notice about the hypothetical guest journey presented in the introduction? The guest interacts with the hotel through a myriad of digital and physical touchpoints, utilizing several different personal devices (desktop, mobile phone, tablet, etc) and hotel platforms (IBE, PMS, guest messaging system, digital payments, keyless entry, etc). If all is working properly, the customer will experience a seamless guest journey from platform-to-platform and touchpoint-to-touchpoint. This unified journey not only makes for a convenient and pleasant trip, it also lays the foundation for a guest profile that personalizes the entire guest experience. Once a guest is recognized by a hotel’s technological ecosystem, it is better able to deliver the guests’ ideal room and rate combinations, amenity preferences, and custom requests. 

Conversely, siloed platforms and disjointed tech stacks make enhanced personalization almost impossible. There’s an old adage in the hospitality industry: “If you have to ask a longtime customer ‘have you stayed with us before,’ you have just reset your relationship back to zero.” The same applies to the digital space. If a hotel’s ecosystem cannot identify a guest from touchpoint-to-touchpoint and from device-to-device, it won’t be able to develop the comprehensive guest profile necessary to properly anticipate the guest’s preferences and tailor the hotel’s messaging and offerings. 

Choosing a PMS with an open-API architecture lays the necessary conditions for seamless integrations, but hotels have to go further to build a truly unified and personalized guest journey. Ideally, PMS platforms should be built on a native-cloud foundation like Amazon’s AWS, which offers unparalleled speed and reliability, and can automatically scale its performance upwards with increased usage. Powerful and simplified webhooks are another necessary enhancement. Unlike traditional APIs, which only function when a request comes from outside applications, webhooks automatically send data when initiated by a triggering event. The result is like having a thread leading directly to the proverbial needle in the haystack, allowing the platforms to have the exact data that they need, exactly when they need it.


Source link