Guest Activities & Experiences Management Part 4/4: Wrapping it all together.
In the last episode of our guest activities management series, I discussed the relevance of staff utilizing the right tools and processes to serve their customers successfully. The ever-changing dynamics of technology also alter how guests interact with the providers of activity services. Resorts, Spas, and Golf operators must handle multiple touchpoints where guests must be recognized and allowed to transact (search – shop – buy).
Professional guest activity management Cloud software such as TNG Spa or TNG Golf makes routine operating tasks much more accessible by automating tasks, such as buying a ticket, booking a Restaurant table or arranging a Golf tee time, or even redeeming loyalty points for Spa treatment.
Undeniably, there is increasing complexity for staff who must get trained to analyze the business and make better decisions. Consequently, we believe in a 360-degree, 24/7 service for our customers which your guests should also expect from you. Many countries now require a high degree of localized software to become fiscally and legally compliant. Such expertise, combined with a global service infrastructure that HRS Hospitality & Retail Systems (TNG’s largest global distribution partner) provides in over ninety countries, is critical in successfully implementing and adopting new software.
From our experience, large activity spaces require a customized approach to cover all operational aspects, especially in large Hotels, Resorts or Entertainment parks with multiple outlets. Managing the guest flows when and where they access certain areas, combined with tickets that have been pre-purchased and loaded on an NFC wristband or phone with integrated payment options, can be complex. An excellent example of how TNG has helped one of our customers is a skiing and entertainment complex in Germany that increased its revenue by optimizing operations; details can be found in the link below:
At the same time, smaller independent Spas or Golf courses often require the same core functionality to manage availability, (online) reservations, inventory etc. The beauty of a platform like TNG is the flexibility to combine on-site operations (e.g., gate access control or interaction with vending machines) with central management in the Cloud of guest profiles, bookings, or advanced analytics of the business. Our smallest Spa customer has one treatment room, and one of our largest Resorts operates on 60 hectares of land with over 400 rooms and villas, 24 restaurants and bars, a private beach, saunas and hammams, amusement rides and much more.
I encourage you all to look at your operations from a birds-eye perspective. Why not list everything that could or should be done better to improve guest experience and revenue? I have shared some examples of these over the last few weeks, what is possible, and some best practices. On that note, I invite everyone to meet our expert team for a consultation or a chat over coffee or tea at HITEC in Toronto. I look forward to hearing from you and hope to see you next week.
About HRS Hospitality and Retail Systems
HRS Hospitality and Retail Systems is Oracle's largest hospitality partner worldwide, providing coverage in 90 countries to more than 11,000 customers. With over three decades of experience in installing and maintaining hospitality systems, our commitment to providing exceptional support extends 24 hours a day, 7 days a week, 365 days a year, all in your local language.
Jakob Rieger
Marketing Manager TNG International
HRS Hospitality & Retail Systems
