Guest experience start within the Hotel PMS
True guest experience is emotional and leads to customer feeling like they are part of exclusive group. People appreciate being identified and feel badly if wrongly done. Which then could leads them to become loyal customer or simply never come back.
The keywords are not necessarily prestige and exclusivity but identity and belonging. Even in the most economic places, it is tiresome to repeat and decline its identity. Information on a guest should be logged properly to improve not only the sense of belonging
but also manual work and check-in | out time. identity of the guest can be divided as follow: core ID: objective data that cannot be argued, subject to few or no changes. it could be:
• born assets
• family tree
• life choices (addresses, profession, etc.)
Preferences: subjective data collected through observation or by communication with the guest. It could easily change or evolve depending on the reason of the stay.
• classification (returning, VIP, membership)
Collecting information is not enough, the PMS should not become a bottomless pit of data where knowledge is stored passively. The ulterior motive should be to facilitate synthesising and resurfacing of information.