The Challenge
Our Client Hotels, a luxury hotel chain, faced challenges in delivering personalized guest experiences:
- Manual Processes: Guest requests (e.g., room service, spa bookings) were handled manually, leading to delays.
- Lack of Personalization: Guests had no way to customise their stay or access tailored recommendations.
- Poor Communication: Guests relied on phone calls or front desk visits for inquiries and bookings.
Our client needed a digital solution to improve guest engagement and operational efficiency.
The Solution
OJ StratTech developed a guest experience portal with the following features:
- Self-Service Options: Guests could book services (e.g., spa, dining) and make special requests online.
- Personalized Recommendations: Integrated AI to suggest activities, dining options, and local attractions based on guest preferences.
- Mobile Access: Created a mobile-friendly portal accessible via smartphones and tablets.
- Integration with PMS: Connected the portal to the Property Management System (PMS) for real-time updates.
The Results
- Improved Guest Satisfaction: Guest satisfaction scores increased by 25%.
- Faster Service Delivery: Response times for guest requests improved by 40%.
- Increased Revenue: Upselling through personalized recommendations boosted ancillary revenue by 15%.
- Operational Efficiency: Staff workload decreased by 20% due to automated processes.
Client Testimonial: “The guest experience portal has transformed how we interact with our guests. It's streamlined our operations and enhanced the overall guest experience.â€