Aligning Software with the Human Touch
Today we can leverage data and insights with smart software for guest-centricity.
By Donna Jackson, Senior Vice President of Operations at Pegasus
How many times has it been said that knowledge is power? Yes, knowledge is power—especially when used to deliver optimal service. In today's hospitality environment, we have the opportunity to leverage data and pair insights with smart software for guest-centricity. We can't rely merely on a "heads in beds" mentality any longer. Instead we must rely on data about guest habits and preferences to create a true one-to-one experience. No longer is it one size fits all.
Convert - Converting means turning phone calls and web visits into booked reservations. Boosting conversions mean the right offers are delivered to the right person. Direct bookings are often the result of consumers being given relevant offers so they don't book through other channels. Personalized content, like recommendations based on previous stays, or offers based on buying personas, can help. For example, maybe the offer is a free shoe shine for a business traveler, or wine upon arrival for a personal stay. People love personalization. Give your guests personalization, and they'll gravitate towards your brand.com offerings.
Connect - Connecting means fulfilling the guest's needs. The key is having the right software, and using it within the parameters of GDPR, to know what those needs are. With the right software, hoteliers can connect offers, rooms, and features based on data already stored in the software program, or automatically pull data found on open social sites. Hoteliers can gain a deep understanding of who their prospects and guests are, what they care about, and ultimately how to influence their purchasing decisions. Of course, delivering this level of personalization requires granular data. Luckily, some systems on the market deliver tools that determine personalization opportunities and present them to your guests.
Engage - Understanding your guest is critical to being able to engage with him or her. These days – thanks to research, big data, and social media – hoteliers can create detailed profiles of their guests much more easily than they could in the past. This not only helps with personalization but can predict future behavior as well. Again, within the parameters of GDPR, the ability to predict needs is a powerful tool. It can improve the overall guest experience. Guests want to feel that not only are they receiving value, but they are being treated like someone with whom you're engaged.
Successful hotels understand the importance of taking a holistic approach to personalized guest interactions at every touch point, within the bounds of GDPR. With the right hotel software that pulls guest data from outside sources and delivers the right offers—hoteliers can enhance the total guest journey. Hoteliers can then forge long-lasting relationships in ways that only technology intersected with the human touch can deliver.
About Pegasus Solutions
Pegasus is a leading global technology provider that empowers independent hotels, hotel groups and chains to grow their businesses in a digital world. The company provides a comprehensive offering of cloud-based Software-as-a-Service (SaaS) systems and services that are designed to help hoteliers connect with their guests, increase profitability and maximize productivity. The Pegasus offering combines its highly scalable and reliable SaaS platform with representation and demand services, uniquely enabling hoteliers to sell to guests worldwide across all touch points, including their websites, call centers and front desks, and through all channels, including direct to consumer, travel agents (GDS), online travel agents, tour operators and metasearch partners.