3 Barriers to a Hyper-Personalized Guest Experience…And How To Fix Them – stayntouch
Barrier #1: Siloed Platforms Develop a Disjoined Guest Journey
What do you observe about the hypothetical guest journey presented in the introduction? The visitor interacts with the hotel via a myriad of electronic and actual physical touchpoints, utilizing various different personalized products (desktop, cellular cellphone, pill, etcetera) and lodge platforms (IBE, PMS, guest messaging system, electronic payments, keyless entry, etc). If all is working appropriately, the consumer will experience a seamless guest journey from platform-to-system and touchpoint-to-touchpoint. This unified journey not only helps make for a practical and pleasurable trip, it also lays the foundation for a visitor profile that personalizes the entire visitor encounter. After a visitor is recognized by a hotel’s technological ecosystem, it is improved in a position to deliver the guests’ ideal place and rate mixtures, amenity choices, and personalized requests.
Conversely, siloed platforms and disjointed tech stacks make increased personalization nearly difficult. There is an aged adage in the hospitality industry: “If you have to question a longtime customer ‘have you stayed with us right before,’ you have just reset your romance back to zero.” The very same applies to the electronic room. If a hotel’s ecosystem can not discover a guest from touchpoint-to-touchpoint and from product-to-machine, it will not be ready to develop the comprehensive guest profile needed to thoroughly anticipate the guest’s tastes and tailor the hotel’s messaging and offerings.
Picking out a PMS with an open up-API architecture lays the required problems for seamless integrations, but accommodations have to go further more to create a certainly unified and customized guest journey. Preferably, PMS platforms ought to be developed on a indigenous-cloud foundation like Amazon’s AWS, which gives unparalleled pace and reliability, and can mechanically scale its efficiency upwards with increased use. Powerful and simplified webhooks are an additional important improvement. Not like common APIs, which only functionality when a request will come from outdoors purposes, webhooks immediately deliver facts when initiated by a triggering celebration. The end result is like acquiring a thread primary immediately to the proverbial needle in the haystack, allowing the platforms to have the correct data that they need to have, precisely when they want it.