Your guest experience is your brand differentiator. It’s what sets you apart from competitors and can make or break your spa and hotel business success.
Your guest experience is the reason people choose your hotel, resort, or spa over any other – beyond a convenient location or the right price – and the reason companies win awards and earn Forbes Travel Guide ratings. Actively and effectively managing your guest experience will elevate your brand, increase revenue, customer loyalty and acquisition, and reduce churn.
In recent years, software technology has become an important element of guest experience. From the moment a guest considers booking a stay to the post-departure feedback process, software solutions are making every step of the journey smoother, more personalized, and enjoyable. A guest experience management strategy and spa software with Customer Experience Management (CXM) and Customer Relationship Management (CRM) can be a game changer.
Some Guest Experience Statistics You Should Know
- 76% of global customers expect companies to understand their needs. (Hubspot)
- $1.6 trillion is lost each year in the US due to poor customer service. (Hubspot)
- Consumers will spend 17% more for a good experience. (Hubspot)
- 32% of consumers would walk away from a brand they love after one bad experience. (PwC)
- Consumers who had the best past experiences spend 140% more than those who had the poorest past experiences. (Harvard Business Review)
- Consumers tell an average of nine people about positive experiences, but an average of 16 people about negative ones. (Deloitte)
- 67% of consumers say their standard for good experiences is higher than ever. (Salesforce)
See more guest experience statistics here.
Key Elements of Guest Experience Management
Key elements of guest experience management include:
Understanding Guests’ Needs: Understanding customer needs is the first step towards meeting them. Start by asking what they want through actions like collecting feedback at every stage of the journey, paying attention to what people are saying on social media, and sending surveys.
Exceeding Guest Expectations: According to Salesforce 67% of customers say their standards for good experiences are higher than ever, and in 2022, guests expect seamless experiences that are facilitated by technology.
Identifying & Improving Pain Points: Where are the bumps on the road in the journey? Are potential guests calling a phone number to book appointments and being put on hold or getting voicemail? When they go to the spa at another one of your hotel or resort properties are they being treated like a net-new guest and asked to provide their information again?
Anticipating & Intuiting: In an interview with Book4Time’s Spa Executive Magazine, Pat Makozak, Spa Director at Four Seasons Resort Maui at Wailea, said the best guest experience is intuitive. “It takes a certain kind of individual to be aware and present, to listen, and to understand what the guest needs before the guest even knows they need it.”
Personalization: Personalization is particularly important in hospitality and spa. It’s nice when a retail clothing store employee remembers you, but downright insulting when a massage therapist doesn’t. Thoughtful, curated, well designed, and truly personalized experiences are crucial.
How software improves guest experience in your hotel & spa
Here are a few of the ways Book4Time software can improve your guest experience:
Seamless Booking & Check-in Process
The first touchpoint in the guest experience is usually the booking process. Book4Time’s hotel ancillary revenue management software ensures availability is up-to-date across all platforms, special requests are logged, schedules are updated, and more. Mobile and online booking for spas, classes, experiences, and amenities are fast, easy, and efficient. The software integrates with your hotel booking systems and POS systems to provide personalized recommendations based on the guest’s preferences and booking history.
Customized Guest Experiences
We know that personalization is key to exceeding guest expectations, and software solutions are at the heart of this strategy. Customer relationship management (CRM) systems gather data from various touchpoints to create detailed guest profiles that enable hotels to customize communication, offers, and services, making each guest feel valued and understood. With Book4Time’s note taking function, service providers log important customer information like special dates and preferences, which can be shared across multiple locations, so your guests get the best personalized service every time.
Operational Efficiency & Sustainability
Behind the scenes, operational software helps hotels run their ancillary revenue departments smoothly, directly impacting the guest experience. Schedules are automatically updated and, because Book4Time is cloud-based, staff can check their schedules from anywhere and at any time. Virtual guest check-in processes and intake forms allow people to bypass traditional front-desk formalities, offering a hassle-free start to their visit, and also allow you to save paper.
Post-Stay Engagement & Feedback
The guest experience doesn’t end at checkout. Post-stay engagement software helps hotels stay in touch with guests, inviting them to share their experiences through reviews and feedback forms. This feedback is invaluable for continuous improvement and can also be used to encourage repeat bookings and loyalty through personalized offers and updates on hotel improvements made as a result of guest suggestions.
Transforming the hotel and resort guest experience
Software like Book4Time creates seamless, personalized, and enjoyable guest experiences. Hotels that leverage this technology have a better chance of exceeding expectations, fostering loyalty, and driving repeat business.
