Guest Activities & Experiences Management Part 1/4: False Sense of Control

The leisure and activities segment, including the spa and wellness industry, is booming, with more people seeking relaxation and self-care treatments. In 2022 the leisure travel market was valued at more than US$ 800 Billion, with predictions to reach US$ 1,330 Billion by 2028, a growth rate (CAGR) of 8.11% during 2023-2028*,

As the demand for guest activity services continues to grow, it becomes essential for resort operators, spa owners and golf managers to manage their operations and provide exceptional customer experiences efficiently.

Today, many operators need to exploit their full potential, as we still see the use of spreadsheets and paper checklists in different parts of the world to manage daily operations. However, this practice offers many opportunities for increased efficiency, revenue, and customer experience.

At TNG, our primary mission is to help hoteliers, operation managers, and Spa and Golf course operators to simplify their lives by providing them with a guest-centric and fully integrated management platform. Here are a few facts to support our message about why a manual operation (spreadsheet management) is not recommended:

1. The hospitality industry has a notoriously high staff turnover rate; consequently, there is a need to quickly train and enable personnel to deliver a personalized guest experience.
2. Optimizing resource allocations to maximize productivity and profitability.
3. Need for complete data control with centralized customer management (access client details and preferences, automatic messaging).
4. Demand from customers to book everything online and see real-time availabilities.
5. Resorts and Hotels need data interaction between PMS and POS to recognize guests and manage bookings from anywhere.
6. Loyalty and membership programs encourage customers to become repeat clients.
7. Inventory and Resource management keep stock in control and balance.
8. Advanced Reporting and Analytics to give valuable insights into business performance and help to track KPIs.

All the above are examples where a professional management platform like TNG SPA or TNG Golf comes into play, offering a comprehensive solution to streamline and automate all aspects of guest activities management.

Have you experienced situations with high demand fluctuations when you wish you had a system to help push and control demand? Could you create campaigns for your guests and loyalty members with special offers on your direct booking channels? What if you could automate administrative tasks and make appointment scheduling or tee-time bookings a breeze? Why not stimulate your workforce by optimizing the job, assignment, and commission management process?

If you want to learn more about our experience and best practice recommendations, stay tuned for part 2 of Guest Activities & Experiences Management or schedule an appointment at one of the following shows where you can find the TNG team. e.g., HITEC Toronto.

*https://www.marketwatch.com/press-release/leisure-travel-market-size-2023-28-global-share-top-companies-industry-cagr-811-report-2023-04-06.