Improve the guest experience with automatic, multi-activity hotel itineraries
Improve the guest experience and staff efficiency with automatic itineraries
Low-code tools are going mainstream
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Multilingual NLP will grow
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Combining supervised and unsupervised machine learning methods
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Automating customer service: Tagging tickets and new era of chatbots
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Detecting fake news and cyber-bullying
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From a guest’s perspective, getting a unified itinerary should be easy. When they’re planning their trip, they think of the lodging, their activities, special requests, and food reservations all happening under the same roof. What they don’t realize is that “roof” is often multiple departments using specialized, disconnected technology. Their rooms and hotel stay are run via PMS, the restaurant has its own POS software for maintaining reservations; the spa another system, and so on and so forth.
Hotels using multiple best-of-breed technology often wind up doing manual work to make up for the disconnect between those systems. Guest itineraries is a perfect example of this. Too many hotels are forced to manually create itineraries for their guests by checking each system, compiling the information, and then sending out a PDF. There is a better way: a customer data platform powering itinerary management and communication.
The value of unified itineraries
After booking and planning their trip, the itinerary is an essential touch point for hotels that want to deliver an elevated experience. It demonstrates to guests that their bookings are confirmed, and that exceptional service is top of mind at their destination. It is also one of the first front desk interactions prior to arrival. A single prompt and accurate itinerary gives guests a good impression of the hotel. Sending multiple itineraries and confirmations -- one for lodging, one for the spa – gives the impression of a disjointed hotel.
What’s more, unifying your guest’s reservations into a single itinerary also ensures data accuracy. Separate itineraries sent via email or as a PDF can cause confusion. A unified itinerary is sent as a web-hosted URL which means that any updates, cancellations, new requests, or additions, are updated in real-time. Your guests always know where they’re supposed to be, what they have booked, and what’s coming up next.
It also benefits your staff efficiency. Manual itineraries mean monitoring and rescheduling cancellations every single time. In our research, hotels can spend an hour or more every day manually monitoring and updating cancellations across systems. An entirely online, automatic system can do this instantly. Cancellations happen online by the guest themselves with the click of a button, and then automatically get fed back to relevant systems.
Creating itineraries can take hotels with multiple systems from 20 to 45 minutes per guest, depending on length of stay and number of reservations. With a fully integrated system, they are created automatically for every single guest, turning hours of work into mere seconds. Automatic itineraries pulling from multiple systems gives your staff time to focus on other priorities while ensuring that every single guest receives one.
How to create unified itineraries
To unify all your guest data, you need a Customer Data Platform (CDP). This unique platform can read customer information from your best-of-breed, specialized technology across your hotel. It pulls lodging information from your PMS, golf tee times or tennis bookings, F&B reservations, wellness classes from a spa management software, and truly any system your hotel uses or connects to. It then unifies all of that data into a single guest profile and pushes all the profile data back to every connected system in real time. This ensures that all of your specialized systems are in sync and helping your staff. Consolidating this information is the basis of truly transformative guest experience, including creating a unified itinerary.
Once all of this information is tied to a master guest profile, you can then create powerful itineraries. Unify Concierge automatically creates itineraries using data from every system at your hotel or resort. It makes it simple to create an itinerary for each and every guest. The itinerary is automatically emailed out in a branded email that links to the live itinerary.
Creating a real-time, unified itinerary starts with your hotel technology. Our concierge app is part of Jonas Unify, a customer data platform that lets you get all the benefits of best-of-breed systems, with all-in-one functionality. We’re bridging the gap between technology to create unique operational, marketing, and revenue opportunities for hotels looking to truly wow their guests. Put your data to work with Jonas Unify. Contact us today for a demo to unify your data.
