How to Elevate Operations With Hotel Guest Experience Software

In today’s competitive hospitality landscape, the quality of guest experiences can set a hotel apart. Boutique hotels must adapt as guests seek convenience, personalization, and digital engagement. Enter hotel guest experience software. Guest technology redefines hospitality for the modern traveler. 

Hotel operators can enjoy the benefits from seamless contactless operations to automated messaging to personalized guest journeys. 

Read further to see how you can revolutionize your hotel operations. Learn how contactless check-ins and check-outs are the future of the hotel industry. Save and get back time with automated messaging. Bring in more revenue-driving upsells. 

Streamline the full guest journey for your hotel guests with ease using guest experience software.

How to Elevate Operations With Hotel Guest Experience Software

In 2024, like many sectors, the hospitality industry is increasingly adopting digital solutions. They are looking to meet evolving guest expectations and operational challenges. Modern travelers look for easy-to-use technological connections and seamless experiences. 

Hotel guest experience software caters to these demands. These systems offer mobile check-ins, AI-driven concierge services, and customized upselling for a more well-rounded experience. Guest experience tools simply streamline operations. From pre-arrival operations to automated humanized communication, you can reduce costs and improve service delivery all in one. 

Contactless Operations: The New Normal in Hospitality

Simply put, the pandemic has accelerated the adoption of contactless solutions in hotels. It’s now a new standard in the industry. Hotel guest experience software’s contactless check-in/out capability is a prime example of this shift. 

Contactless operations eliminate the need for physical interaction at the front desk, addressing both safety concerns and operational inefficiencies. By reducing or eliminating face-to-face interactions, these solutions help mitigate health risks and enhance guest safety, which has become increasingly important in today’s environment.

Moreover, contactless check-in and check-out offer a significant boost in convenience and efficiency. Guests can complete their check-in process remotely before arriving, and check out at their convenience without having to queue at the front desk. This self-service approach not only reduces waiting times but also minimizes potential bottlenecks and congestion in common areas, contributing to a smoother and more streamlined guest experience.

Incorporating these technologies not only aligns with current safety standards but also meets the growing expectation for a seamless, modern travel experience. As contactless solutions become the norm, they set a new benchmark for guest convenience and operational efficiency in the hospitality industry.

Streamline Hotel Check-Ins with Smart Locks

The integration of smart locks with guest software allows guests to access their rooms through their mobile devices. Guests can bypass the front desk entirely, heading straight to their rooms upon arrival. This saves time and reduces crowding in the lobby area. 

Smart lock technology works seamlessly with hotel management systems, providing real-time updates and efficient management of room assignments and access permissions. This integration ensures that access credentials are always accurate and up-to-date, preventing any potential issues with room access and enhancing overall security.

By incorporating smart locks, hotels can offer a modern, convenient, and secure experience for guests while optimizing operational efficiency. The ability to manage access remotely and update permissions in real-time adds an extra layer of flexibility and control for hotel staff, further enhancing the benefits of this technology.

Simplify Checkouts: A Seamless Departure Experience

Hotel guest experience software provides cashless options for hotels. Guests can complete transactions and leave tips without the need for physical cash. This makes the checkout process quicker, more convenient, and secure for guests.

These digital platforms for hotels offer a contactless checkout process that boosts guest reviews, drives direct bookings, and saves housekeeping time​​. This system includes step-by-step checkout instructions to guide guests. Provide clarity on the departure process for a better guest journey​​. 

Additionally, guest experience software allows hotels to increase revenue by offering late checkout options for a fee, which can be included in automatic checkout messages. 

Automate Messaging Using Hotel Guest Experience Software

Automated communication features, such as checkout messages and a unified inbox, are pivotal components of advanced guest experience technology. These tools significantly streamline operations by automating routine inquiries and responses, allowing hotel managers to focus more on addressing specific guest needs and enhancing the overall guest experience.

Automated systems ensure that guests receive timely and relevant information at every stage of their stay. For example, automated checkout messages can provide guests with necessary departure instructions and any last-minute details, reducing the need for manual follow-ups. Similarly, a unified inbox consolidates all guest communications into a single platform, simplifying management and ensuring that no messages are missed.

These guest service systems also facilitate the delivery of personalized information through guests’ preferred communication channels. Whether it’s providing check-in instructions, offering local recommendations, or sending important updates, automation helps maintain a consistent and efficient flow of information. This enhances guest satisfaction by ensuring they have access to relevant details in a timely manner, making their stay more enjoyable and hassle-free.

By leveraging automated communication features, hotels can improve operational efficiency, reduce the workload on staff, and deliver a more personalized and responsive service to their guests.

Efficient Messaging with a Personal Touch | FREE TEMPLATES

Digital hotel guest experience platforms’ automated messaging provides a balance between efficiency and personalization. The software brings a personal touch by using AI sentiment recognition to understand guest queries. It can then provide appropriate responses. 

Here are examples of automated messages that can be sent using hotel guest experience software like Enso Connect:

Welcome Messages

Upon a guest’s arrival or check-in, they receive a warm welcome message that sets a positive tone for their stay. This personalized communication can include essential details about their stay, such as room number, Wi-Fi credentials, and check-out procedures, ensuring they have all the necessary information right from the start.

Additionally, the welcome message can be tailored to include personalized greetings based on the guest’s profile. For example, if the system recognizes a guest’s special occasion, such as a birthday or anniversary, the message can include congratulatory notes or special offers. If a guest is a repeat visitor, the message can acknowledge their loyalty and highlight any preferences noted from previous stays.

This personalized approach not only enhances the guest experience by making them feel valued and recognized but also helps in setting expectations and providing a smooth transition into their stay. By addressing guests personally and providing relevant information from the moment they arrive, hotels can create a memorable first impression and foster a sense of welcome and care.

TEMPLATE MESSAGE:

Welcome to [Hotel Name], [Guest’s Name]! 

We’re delighted to have you with us. Your room [Room Number] is ready for you. For any assistance, please feel free to reach out. 

Enjoy your stay!

[Hotel Manager]

Local Recommendations

Guests can receive tailored suggestions for local attractions, dining options, or events right through their digital communication channels. By analyzing guest preferences or past visits, recommendations can be customized to align with their interests.

For instance, if a guest has previously shown interest in culinary experiences, they might receive suggestions for the best local restaurants or food festivals happening during their stay. If a guest enjoys outdoor activities, recommendations might include nearby hiking trails, parks, or recreational events.

This personalized approach ensures that the recommendations are relevant and engaging, enhancing the overall guest experience. By providing guests with curated options that match their interests, hotels can help them make the most of their stay and create memorable experiences that go beyond the property itself.

Additionally, integrating real-time information about local events or special offers can further enrich the guest experience, encouraging them to explore the area and enjoy all that the destination has to offer. This not only adds value to their stay but also positions the hotel as a knowledgeable and attentive host, dedicated to enhancing their visit.

TEMPLATE MESSAGE:

Hi [Guest’s Name], explore the best of our locale! We recommend checking out [Local Attraction] and dining at [Restaurant Name]. Visit [Event Name] for a memorable experience. Enjoy your adventure! 

Checkout Instructions

As their stay comes to an end, guests receive automated checkout instructions to facilitate a seamless departure. The message provides crucial details such as the designated checkout time, clear instructions for leaving the room (e.g., where to leave keys, handling any used amenities, or any required cleaning procedures), and guidance on how to finalize the billing process.

Moreover, the automated communication can offer options for late checkout if the hotel’s policy allows it. Guests can easily request an extended stay through the same platform, which enhances their convenience and accommodates varying travel schedules.

This streamlined approach ensures that guests are well-informed and prepared for checkout, minimizing any potential confusion or last-minute issues. By automating these instructions, hotels not only enhance the guest experience but also improve operational efficiency by reducing the need for manual interventions and last-minute coordination at the front desk.

TEMPLATE MESSAGE:

Dear [Guest’s Name], your checkout is scheduled for [Time]. Please leave your key in the room or at the front desk. Interested in a late checkout? Let us know!

Room Service Prompts

Automated messages can enhance the guest experience by suggesting room service options at relevant times throughout their stay. For instance, in the morning, guests might receive a prompt highlighting breakfast menus and special dining deals available for room service. These messages can be timed to coincide with meal times or based on guest preferences, ensuring that guests are aware of convenient dining options without needing to ask.

Similarly, during other times of the day, automated messages can inform guests about lunch or dinner specials, themed dining experiences, or exclusive offers. This proactive approach not only keeps guests informed but also encourages them to make use of the hotel’s amenities, potentially increasing guest satisfaction and boosting revenue from room service.

By delivering these suggestions through automated messages, hotels can provide a more personalized and convenient service, enhancing the overall guest experience while optimizing the utilization of their dining facilities.

TEMPLATE MESSAGE:

Craving something delicious, [Guest’s Name]? Check out our room service menu for breakfast specials and exclusive dining offers. Order directly from your room phone!

Housekeeping Schedules

Guests can be kept informed about the housekeeping schedule through automated messages, which can detail the standard cleaning times and procedures. Additionally, guests have the option to request additional housekeeping services or specify preferred times for cleaning based on their individual needs and preferences.

For instance, guests might receive a message in the morning outlining the planned housekeeping times for that day. They can easily request extra services, such as additional towels, toiletries, or a specific cleaning time that suits their schedule, directly through the automated system. This flexibility ensures that housekeeping services are tailored to each guest’s preferences, enhancing their comfort and satisfaction.

By incorporating these options into automated communications, hotels can streamline housekeeping operations, reduce the need for manual coordination, and improve overall guest convenience. This approach also helps in maintaining a high level of cleanliness and service without disrupting guests’ plans or routines.

TEMPLATE MESSAGE:

Good morning [Guest’s Name], our housekeeping will visit around [Time]. Need additional services or a different time? Just let us know and we’ll arrange it. 

Feedback Requests

After their stay, guests can receive automated messages requesting feedback, which helps hotels improve their services and gather valuable reviews. These messages can be thoughtfully timed to reach guests shortly after their departure, ensuring that their experience is still fresh in their minds.

The feedback request can include a brief survey or a link to a review platform, allowing guests to share their thoughts on various aspects of their stay, such as room comfort, service quality, and overall experience. Personalizing the message to express appreciation for their stay and encouraging honest feedback can increase response rates and provide more actionable insights.

By systematically collecting and analyzing guest feedback, hotels can identify areas for improvement, address any issues promptly, and enhance the overall guest experience. Positive reviews can also be leveraged to build credibility and attract new guests. This approach not only fosters a culture of continuous improvement but also strengthens relationships with guests by showing that their opinions are valued and acted upon.

TEMPLATE MESSAGE:

Thank you for staying with us, [Guest’s Name]. 

We’d love to hear about your experience. Please take a moment to provide your valuable feedback [Link/Method]. Your insights help us improve!

Thank you again, 

[Hotel Manager]

These templates can be customized to fit your hotel’s specific branding and communication style using the software’s automated messaging. You can also create automated messages for upselling solutions. 

Drive Revenue with Smart Upselling

Hotel guest experience management platforms like Enso Connect excel in driving revenue through personalized upselling. The platform identifies opportunities to offer additional services and experiences to guests. These could range from room upgrades to special dining experiences or car rentals with Turo.

For instance, Enso Connect can recommend room upgrades to guests who frequently book suites or suggest special dining experiences to those who have shown an interest in gourmet cuisine. The platform can also propose relevant services such as spa treatments, exclusive tours, or car rentals through partnerships with services like Turo.

By analyzing guest data and historical interactions, Enso Connect ensures that upsell offers are both timely and highly relevant, increasing the likelihood of acceptance. This personalized approach not only enhances the guest experience by adding value but also boosts hotel revenue through strategically targeted promotions.

Moreover, the platform can automate these upselling opportunities, ensuring that they are seamlessly integrated into the guest journey without requiring additional manual effort from the hotel staff. This efficiency allows hotels to maximize revenue potential while maintaining a high level of guest satisfaction.

Examples of Upselling Ideas for Boutique Hotels

The secret to effective upselling is all about timing and personalization. Digital hotel guest software allows you to pitch the perfect upsell at the most opportune moment. This could be anything from a room upgrade, a special dinner package, or even a partnership deal with local attractions. 

Mid-Stay Room Upgrade: Offer guests staying for extended periods a room upgrade halfway through their stay. This can be automated based on the length of their booking.

Local Culinary Experience: Partner with local restaurants to offer exclusive dining experiences. Guests can book these directly through the digital guest platform.

Spa and Wellness Packages: Upsell spa or wellness packages to guests looking for relaxation, using their booking preferences and past behavior to gauge interest.

Adventure Tours and Local Experiences: Collaborate with local tour operators to offer adventure packages or cultural tours, upselling these experiences based on guest interests.

By targeting these offers to align with what the guest is likely to enjoy, you boost your revenue and the guest’s overall experience. Keep reading on how to further enhance revenue-driving opportunities. 

Automate and Customize Hotel Operations

Digital hotel guest tools like Enso Connect have custom automations and workflows designed around the “If this then that” process. These multi-lingual automations allow boutique hotels to create a series of actions that are triggered only if certain conditions are met. This feature is highly beneficial throughout the guest journey. Hotel operators can leverage data gathered from the guest’s stay to create a hands-off yet personalized experience.

Increase Revenue with Mid-stay Cleaning Upsells

Imagine a hotel guest who has booked a stay for more than 10 days. Using custom automation the guest software identifies this longer stay and triggers a specific action.

Automation

When: 3 days after the guest checks in.

If: The guest’s length of stay is greater than 10 days.

Then: The system automatically provides an offer for a mid-stay cleaning service.

This automated upsell adds convenience for the guest and presents an opportunity for the hotel to generate additional revenue. It’s a thoughtful touch that enhances the guest’s experience, especially for extended stays. Demonstrate the hotel’s commitment to comfort and cleanliness.

Streamline Hotel Guest Verification and Data Collection

Security and trust are the main focus of guest data management. Hotel guest experience systems offer guest screening verification by the data they collect. Receive anything from basic name and contact details to advanced photo ID verification. Platforms like Enso Connect have partnered with guest verification systems like Autohost and Superhog to thoroughly check guests’ backgrounds. Watch the above video to learn more about the complete digital guest experience. 

Balance Convenience with Security Using Custom Fees 

A feature of hotel guest technology is the ability to handle security deposits or damage waivers electronically before guest arrival. Rental agreements can also be sent electronically to guests for pre-arrival filling and signing. This adds another layer of security and record-keeping for the hotel management team. 

Customizable Security Deposits and Damage Waivers

Hotels can automate the collection of security deposits or non-refundable damage waivers before guests check-in. This process secures the hotel property against potential damages and streamlines the financial handling. 

Dynamic Pet Fees

For guests traveling with pets, hotels can set up a pet fee. This could be a flat fee or a per-night charge, depending on the hotel’s policy. Implementing pet fees accommodates pet owners and also helps the hotel cover additional cleaning or maintenance costs associated with pet stays.

Special Service Charges

Hotels can introduce charges for special services like early check-ins, late check-outs, parking, or high-speed Wi-Fi access. These charges can be automatically applied based on guest preferences or requests.

Seasonal or Event-Based Fees

During peak seasons or local events, hotels can implement additional fees to capitalize on higher demand. This strategy helps in maximizing revenue during busy periods while also managing guest expectations.

Customization Based on Guest History

Repeat guests or VIP clients can be offered special rates or waived fees as a part of loyalty programs. This customization can drive revenue while fostering guest loyalty. 

Boutique hotels can create a more personalized, efficient, and profitable operational model. Using a digital guest system meets the diverse needs of guests and adds value to the hotel’s offerings in a competitive market. 

Full Guest Experience Management for Hotels 

Guest experience systems for hotels transform the entire guest journey in hotels, from booking to post-stay. All through the guest’s mobile device. 

Imagine a guest booking a room: they receive a personalized confirmation and a digital boarding pass. Before arrival, they complete a secure, hassle-free check-in process online. During their stay, guests enjoy tailored room settings and local activity suggestions. Checkout is a breeze with cashless payment options. 

Provide hotel guests with a seamless and memorable journey from start to finish using guest experience software like Enso Connect.

How Enso Connect Can Help

Discover the future of hospitality and streamline and personalize hotel guest service. Enso Connect’s innovative guest journey software transforms boutique hotels. Welcome a new era of guest hospitality with contactless check-ins, automated messaging, and strategic upsells. 

Book a demo today.