In the ever-changing world of hotels today, guests want to feel noticed. They want connection, and a personalized experience – an intensity that is characteristic of smaller hotels. So one way to build this personalization is with your PMS.
The data you have stored in your PMS will help provide a level of insight into your guests’ preferences. This will shape your offerings and manage your staff more efficiently.
In the following guide, we will focus on how to utilize PMS information to help create memories that will leave a lasting impression on your hotel.
PMS has similarities to an invaluable collection of information about guests. From booking patterns to special requests, data points might help customize your guest’s experience. Listed below are some primary explanations of why this data is important:
Understanding Your Guests: When you break down your data from previous stays, you begin understanding the preferences of each guest. For example, the guests’ favorite room or favorite food selections. These observations and tasks will allow you to further personalize each service.
It will ultimately allow the guest to develop a sense of endearment towards your hotel.
Helping the Operations: It isn’t simply creating a personalized experience. Your PMS data may improve the productivity of your staff, and placement of rooms, and increase the efficiency of check-in.
Your Revenues can Increase: By learning what guests enjoy you can also position the opportunity for generating additional revenue by providing “nice-to-have” upgrades while providing the full level of your check-in process without feeling too aggressive.
Here are some strategies that will help you use your PMS data to create a better, more personalized guest experience:
PMS data enables you to contact your guests in a more personal manner and provide more meaningful communication. Whenever your guest makes a booking, your system will capture facts about the guest, including their reason for the stay and stay history. You can then leverage some of that same PMS data :
• To provide personalized welcome emails with information on other local attractions.
• To offer room upgrades or amenities based upon any notes recorded from their hire history.
• To follow up after they visit with a thank you email along with an offer or discount for their next visit.
PMS data helps propel upgrades /additional services when the time is right. For instance, if you see that a guest has typically booked premium rooms, offer them an upgrade before their arrival.
If a guest has previously enjoyed your spa services, think about providing them with a discount for their next visit or recommending a new wellness treatment. If your hotel uses QloApps, we can automate these offers to make the process more efficient.
Quick and easy check-in and check-out are some of the most important elements of having a good guest experience.
You can allow guests to pick their check-in times, or even able to check in online before they arrive, all using PMS data to cut down on wait time when they arrive.
Your system will also quickly notify your staff of any requests and/or preferences noted, allowing your guests’ check-in experience to be even more personalized.
Using PMS data, you can personalize a guest’s experience to fit their individual preferences.
If a guest has particular requests, such as dietary restrictions or bedding choices, the system will alert staff to ensure those needs are addressed. When a guest stays at your hotel, you can:
Modify room settings, like temperature or bed type, to match their preferences. Suggest dining options or activities that resonate with their interests.
Furthermore, recommend experiences that align with their travels, such as leisure tours that fit their vacation goals or meeting room setups that cater to their business requirements.
By tailoring these experiences for each guest, you can create unforgettable moments that encourage them to return for future stays.
Housekeeping and maintenance play crucial roles in enhancing the guest experience. Utilizing PMS data allows for efficient management of these aspects. For example, if your guest wants a late check-out, your system can adjust the housekeeping plan accordingly.
Additionally, it can keep a record of maintenance issues from previous stays, ensuring that any problems are resolved before the guest returns. This level of attention guarantees that your guests arrive in a clean and well-maintained room every time.
Collecting and responding to guest feedback is essential for improving your hotel services. By reviewing surveys or online reviews collected through your PMS, you can find areas where your hotel might need improvement—whether it’s the quality of the rooms, service, or dining options.
Acting on feedback, both positive and negative, shows guests that you care about their experience. This may significantly enhance guest loyalty and help your hotel stand out.
Staying ahead of guest experience is vital and using the PMS data to achieve that can set you apart at your hotel. Whether by personalizing messages, upselling service, improving operational efficiency, or providing a chance for guests to comment on their stay.
The ideas above will help elevate your service. And in turn, you will have happier guests, increased revenue, and a higher percentage of bookings.
Get started maximizing your PMS data today and leverage your hotel into the obvious choice for guests, among a ton of options.
If you’re using QloApps, check to make sure that you are using features like Front Desk Reports so that you can appraise all of the data and then customize the experience for your guests.
As always, if you need assistance for managing your hotel, our QloApps Support Team is here to assist!
