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The hospitality industry has transformed in recent years, shifting a focus from only providing spaces, to prioritizing guest experience. Modern travelers expect to not only have a comfortable place to stay, but also to create memories during their stay. Delivering on these expectations is critical for hospitality operators, as it directly impacts business performance in revenue, growth and more.
As the demand for exceptional guest experiences rises, it has become a central topic within the hospitality sector, encompassing both vacation rentals and hotels. The growing presence of technology companies in this space underscores the importance of this trend, as they offer innovative solutions to enhance guest interactions and streamline operations.
To delve deeper into the topic of boosting hospitality revenue through exceptional guest experiences, we are hosting a hands-on webinar featuring industry experts. This session will provide valuable insights and practical strategies for elevating guest satisfaction and leveraging it to drive business success. Join us to explore how you can transform your hospitality offerings and capitalize on the evolving expectations of today’s travelers.
Our hospitality expert speakers
Francois Gouelo
Francois, the Co-founder and CEO of Enso Connect, is at the forefront of revolutionizing the hospitality industry with his dynamic AI-driven platform. Enso Connect is transforming how guest experiences are managed and monetized, serving over 20,000 properties across 53+ countries and processing more than a million guest profiles.
Under Francois’s leadership, Enso Connect has become a pivotal tool for hospitality professionals, leveraging cutting-edge technology to enhance guest interactions and streamline operations. His innovative approach is reshaping the guest experience landscape, ensuring that properties can deliver personalized and memorable stays while maximizing their revenue potential.
Francois is widely recognized as a young tech leader and visionary in the hospitality sector. His contributions are shaping the future of how technology intersects with guest experience, setting new standards for excellence and efficiency in the industry.
Manoli Gonzalez
Manoli is the Head of Guest Services at Angel Host, the revenue-maximizing service in the short-term rental industry. Angel Host creates and integrates advanced tech solutions, proprietary revenue algorithms and a genuine human connection. Property Managers worldwide outperform their market with Angel Host as it takes care of channel distribution, dynamic pricing strategies, guest communications and reservations.
With an impressive 25 years of experience in the hospitality industry, Manoli has been instrumental in founding and developing the Guest Services Department at Angel Host. Under his leadership, the department has successfully expanded its online services to support over 700 properties worldwide. Manoli’s extensive expertise and commitment to excellence ensure that Angel Host remains at the cutting edge of property management, delivering exceptional results and a superior guest experience for clients across the globe.
Alexandra Mandel
Alexandra is a Senior Business Development Manager at Guesty, a premier property management platform specializing in short-term rentals. Guesty is renowned for its comprehensive end-to-end solution that streamlines every aspect of short-term rental operations in the US. This includes managing guest interactions, enhancing experience communications, and handling distribution, accounting, insurance, and more.
Guesty’s platform is designed to provide an all-encompassing solution for property managers, ensuring that every operational need is met with efficiency and precision. Beyond its in-house guest experience solutions, Guesty offers an extensive marketplace of seamlessly integrated partners, such as Enso Connect. This network of partners further extends Guesty’s capabilities, allowing property managers to leverage additional tools and technologies to optimize their operations and enhance guest satisfaction.
Alexandra’s role at Guesty involves driving business development efforts and expanding partnerships to deliver greater value and innovation to property managers. Her expertise helps to ensure that Guesty’s solutions remain at the forefront of the industry, supporting clients with cutting-edge technology and unparalleled service.
In case you missed this or would like to revisit the conversation, here is the recap of the webinar.
Webinar recap
Airbnb reported a notable 16% increase in inventory and supply in Q4, highlighting a market that is more competitive than ever. This surge in listings means that hosts must go beyond traditional strategies to stand out and attract guests. To remain successful, hosts will need to implement innovative approaches to delight guests and boost revenue.
We recently had the opportunity to hear from Manoli Gonzalez, Head of Guest Services at Angel Host, a leading tech-enabled hospitality operator. Manoli shared valuable insights into how Angel Host leverages exceptional guest experience to drive revenue growth for their clients. By integrating advanced technology with a focus on personalized guest interactions, Angel Host helps property managers enhance their service offerings, optimize pricing strategies, and improve overall guest satisfaction. Manoli’s expertise underscores the importance of creating memorable experiences as a key driver of profitability in today’s competitive short-term rental market.
Here is what we learned
- Behind the scenes of a hospitality brand’s customer service operations
- Top 5 guest experience areas with significant revenue impact
- The significance of technology in driving performance in hospitality
- Strategies to balance technology and personal touch
- Top 3 guest data points to balance automation and personalization
- How hospitality tech is expected to enhance guest experience and revenue
- Pains of adopting technology in a hospitality business
- Primary resources of staying informed on innovation in hospitality
Behind the scenes of a hospitality brand’s customer service operations
During the round of introductions, we delved into Manoli Gonzalez’s extensive experience and her pivotal role at Angel Host. Manoli provided an insightful overview of the company’s distinctive approach to enhancing guest experience and how she fulfills this mission on a daily basis.
To give us a clearer picture of her responsibilities, we asked Manoli to walk us through a typical day in her role as the manager of 700 properties and thousands of guests. She detailed how she structures and prioritizes her tasks to ensure the smooth operation of such a large portfolio. Manoli emphasized the importance of meticulous verification processes, prompt responses to guest messages, and efficiently handling special requests. Her strategic approach ensures that each aspect of guest interaction is managed effectively, from initial inquiries to post-stay follow-ups. This comprehensive management style not only maintains high standards of service but also contributes to the overall success and satisfaction of both guests and property owners.
The role of Head of Guest Services at Angel Host
Manoli oversees the customer service team at Angel Host, ensuring that guests receive exceptional care from the initial inquiry through to their departure day. Her team is responsible for managing every aspect of the guest experience, including handling reservations, addressing needs and concerns, and overseeing post-stay elements such as guest reviews and claims. This comprehensive approach ensures that guests receive consistent support and a seamless experience throughout their stay.
Angel Host’s success is largely attributed to their unique “secret sauce,” which combines a skilled team of professionals with advanced technology to convert inquiries into bookings. Their system is built on three critical elements that contribute to highly effective listings: optimized rates, professional photography, and compelling copywriting. By focusing on these elements, Angel Host ensures that properties not only stand out in travel site search results but also attract and engage potential guests. This strategic approach enhances the visibility and appeal of listings, ultimately driving higher conversion rates and maximizing revenue for property managers.
How a customer services department works
Manoli informed us that she does not personally work 24 hours a day, but her team does. Angel Host has a group of customer service agents in three different time zones. This means that regardless of your location and timing, someone from the team will respond to you within 10 minutes.
Each agent has a cluster in the inbox assigned to them. The tech allows us to filter properties by location or property manager. Each agent becomes a specialist in their own cluster of properties, having a more personal contact with the customers.
Guest verification is an important part of the job. Thanks to the automations in place the process is streamlined, and the team verifies all the documents before approval. They also double check that the information is sent accurately, correctly, and at the right time.
Task prioritization is happening through automated internal reminders to the team. For example, employees get reminders to tag completed tasks, to check the pool heating or guests’ transportation requests, among others. The reminders and internal messages are triggered by specific set conditions to ensure that nothing is overlooked.
What aspects of guest experience impact revenue the most?
We sought insights from our speakers on the guest journey areas that have the greatest impact on both guest experience and revenue.
Manoli Gonzalez identified the top three “dangerous” moments in the guest journey that can significantly affect both the guest experience and financial performance. These critical touchpoints are areas where lapses or inefficiencies can lead to dissatisfaction and lost revenue. Manoli emphasized the importance of addressing these moments proactively to ensure a smooth and positive experience for guests, which in turn drives higher satisfaction, repeat bookings, and improved financial outcomes for property managers. Her insights highlight the need for careful management and strategic improvements at these crucial stages to mitigate risks and enhance overall performance.
The first inquiry
In today’s fast-paced world, travelers expect instant replies, regardless of the time of day or week. When they seek information or have inquiries, they anticipate immediate responses. Failure to provide rapid replies not only risks losing potential bookings but also misses out on valuable upsell opportunities. Prompt communication is crucial for capturing interest and securing reservations, as well as for presenting additional offers that could enhance the guest’s stay. In an increasingly competitive market, ensuring that your response times meet these expectations can significantly impact your ability to attract and retain guests while maximizing revenue.
The check-in
The situation can be highly stressful for guests, and operators often underestimate the crucial role of accuracy in pre-arrival messages. If guests arrive at a property and find that the online check-in instructions are unclear or incorrect, it can lead to significant frustration. For instance, if it happens to be raining and guests struggle to find the door code or discover that the code doesn’t work, it creates a disheartening and stressful start to their vacation. Such experiences can tarnish their perception of the property and impact their overall satisfaction. Ensuring that pre-arrival instructions are precise, clear, and tested is essential to provide a smooth and welcoming experience, setting the stage for a positive stay and minimizing the risk of guest dissatisfaction.
Guest verification
This is, unfortunately, a very necessary tool that allows Angel Host to protect their owners and properties. The company assumes the responsibility of preventing fraud, parties and other risky occurrences that may arise due to unruly guests.
However, people generally dislike doing paperwork. A user-friendly way to verify oneself, such as click through and upload photos, makes it easier for guests to comply. In contrast, sending complicated forms that take users away from the platform can create friction and irritate guests.
Alexandra Mandel from Guesty completed the list by identifying the areas with the greatest potential for revenue. According to the experience of Guesty users, these areas include repeat customers, direct bookings and upselling opportunities.
Upsells
There are numerous opportunities for upselling throughout the entire customer journey that can both enhance guests’ stays and drive additional revenue. These opportunities include airport transfers, parking spaces, early check-in and late check-out options, a fully stocked fridge, as well as culinary and experiential add-ons such as guided tours, local experiences, and even souvenirs. The potential to increase revenue is vast and varied.
To capitalize on these opportunities, it’s crucial to effectively offer and deliver these options, seamlessly integrating with local services in real time. Successful upselling not only involves presenting these options to guests in a timely and appealing manner but also ensuring smooth execution and delivery. Partnering with local businesses and service providers allows you to offer authentic and valuable experiences that cater to your guests’ needs and preferences, enhancing their stay and boosting your revenue. The sky’s the limit when it comes to creatively expanding your offerings and maximizing the guest experience.
Post-stay communication
Bringing back guests through a direct booking channel will likely generate the highest revenue for a hospitality business. This is achieved by encouraging repeat guests, share their positive experience with friends and book directly with your business. There are numerous effective ways to accomplish this. CRM, guest loyalty programs, next stay discounts and keeping your brand top of mind throughout the year and every special occasion.
Audience poll results
The importance of using tech for a high-performing hospitality business
We asked our speakers for their perspectives on how technology improves the overall guest experience and increases revenue in hospitality.
Manoli shared that Angel Host works with a wide variety of property managers and owners. From a retiree, wanting to greet guests in person to a huge Californian villas manager that needs help day-to-day. Angel Host leverages technology, such as Guesty, Enso and other software to remove the mundane tasks and focus on growth.
Alexandra is regularly seeing new tech in this category. She says that there is no limit to how technology can boost guest satisfaction and revenue.
There’s such a huge breadth of providers in this category. We saw everything from providing specialized equipment, keyless access to more unique things like tracking guest flights, providing transportation, etc. Many focus on professionalization of the market, providing such tools as digital guidebooks, concierge services, etc. This gives us a sense of how “guest obsessed” property managers could be. And of course these opportunities are being monetized.
The tech is really that piece, allowing the operationalization of these different opportunities at scale. It is replacing a lot of manual work that becomes no longer possible when hospitality operators grow their portfolio.
Francois added that as the short-term rental industry moves towards professionalization, operators experience rapid growth. When the number of properties goes beyond 10, using technology is absolutely necessary. Otherwise you will be adding more humans to deal with things that can be automated.
Strategies to balance technology and personal touch in hospitality
Francois asked Manoli how she finds the right balance using technology for automation and maintaining a personal touch with guests. They continued to discuss the role of data and analytics in enhancing the guest experience and boosting revenue.
Manoli is a big data and analytics advocate. She says “ the more you study the data, the more you can automate, but also personalize the communication”. Using custom variables is an amazing way of personalizing your messages. Because some properties would need information about the pool, the other ones – about the pet, etc.
The guests tagged as bringing a pet, indicate an opportunity to charge a pet fee or offer pet amenities. And even when your guests know it’s an automated message, they appreciate that extra mile made for their pets.
Another example, when people are flying on a Sunday night to Tulum. You know that going to a supermarket after such a flight would be a pain. To be a hospitable host, you can offer them to save this time and provide a supply of water, ice and groceries on demand. Our people are using that information that the technology provides us to create a better experience. And of course we make money from it, so everybody wins.
In order to achieve this win-win effect, you need a human reading that information and acting on it immediately. What’s the point of asking what’s your estimated time for a rival if you don’t offer them an early check in?
Top data points for balancing automation and personalization
When asked what information and guest preferences are important to the Angel Host team, Manoli provided her top three:
Language
To effectively communicate with guests, it is essential to offer interactions in their preferred language. This includes not only essential communications such as guidebooks and agreements but also all forms of messaging and notifications. Providing information and support in the guest’s native language enhances their experience by ensuring clarity and reducing misunderstandings.
The purpose of the trip
Whether guests are coming for a holiday, a family reunion, or a group vacation with friends, understanding their specific needs and expectations is crucial for delivering a personalized experience. Each type of visit has unique requirements and preferences, so tailoring your services to match these expectations can significantly enhance guest satisfaction.
For a holiday getaway, guests might be looking for relaxation and local attractions. Offering amenities such as local tour recommendations, relaxation packages, and personalized welcome gifts can make their stay more enjoyable.
For a family reunion, families often need larger accommodations, child-friendly amenities, and activities suitable for all ages. Providing options like family-sized rooms, high chairs, cribs, and organizing family-oriented activities can help create a memorable and stress-free experience.
For a group vacation with friends, guests might seek communal spaces, entertainment options, and group activities. Ensure that your property offers ample social areas, options for group dining or cooking, and suggestions for local group activities to cater to their social and recreational needs.
By anticipating these needs and offering relevant services, you can create a customized experience that exceeds expectations and encourages positive feedback and repeat visits. Understanding what each type of guest group desires allows you to provide a more engaging and satisfying stay, ultimately enhancing their overall experience.
Number and age of the guests
Sometimes property owners are not very comfortable with a group of young people that come for a spring break. It’s part of Angel Hosts’ responsibility to filter this information and get on the same page with the owners.
Audience poll results
The expectation of hospitality tech to boost guest experience and revenue in the coming years
We asked Alexandra about her vision of the future of hospitality tech. How will it continue to support short-term rental businesses in streamlining revenue and increase guest satisfaction?
Alexandra agrees that the industry is heading towards unified platforms that effectively integrate all aspects of better guest experience. This is what Guesty has observed as the market’s demand. Property managers don’t want three to five different providers in their guest service tech stack. They want all this in one place, hence consolidation and seamless connectivity is where we are headed in the future.
Francois added that seamless connectivity is going to come through API connected marketplaces with real integrations. Syncing custom fields, and all the data from all those connected systems. Discover how boosting revenue with guest experience can transform your business. Check out our latest webinar recap to learn innovative strategies for enhancing customer satisfaction in your lounge. Maximize profits and delight your guests with hookah today!
Francois believes that consolidation should be approached in a way that preserves innovation, keeping it from being stifled by monopolies.
Pains of adopting technology in a hospitality business
We discussed some of the biggest challenges Angel Host faces when it comes to integrating technology into operations. We asked to share some best practices for training staff on new technology and ensuring seamless implementation.
Manoli commented that the Guesty and Enso Connect integration is a great way to elevate Angel Host’s operations and business. Guesty provides the company with all the support with booking process and online travel agencies (OTA) connections. While Enso has this “clickable thing” that people want on their mobile phones, a mobile app called the Boarding Pass.
The biggest challenge in new initiatives and new ways to do things in companies is resistance to change. The resistance can come both from the team and the owners. It can be solved by showing how the new tools work and how they simplify their work and lives.
With the abundance of software available, clients have grown accustomed to using specific types of locks, verification tools and other features. To maintain our high standards we must cater to these demands by streamlining our processes and ensuring that our automation functions seamlessly across all channels. Way back in time we used printed check-in lists and other documents to keep everything under control. Technology now gives us the opportunity to simplify these tasks.
Main sources of information about tech and innovation in hospitality
We asked speakers how they stay up-to-date with the latest technology trends in the vacation rental and hotel industry.
The audience and speakers identified webinars, conferences, podcasts and trade publications as the primary source for staying up to date in the industry. The necessary information is readily available; however, one needs time to filter and consume it.
As hospitality technology is rapidly evolving, it’s crucial to stay current at all times.
