data-driven hotel guest arrival insights
users: front desk managers and night auditors
problem: franchised hotels need to increase guest satisfaction, particularly for our loyalty rewards club members
goal: suggest actions hotel staff can take to improve loyal guest experiences, leading to higher satisfaction ratings and repeat bookings
hotel staff outcomes:
- review standard guest information (name, address, email & phone)
- review reservation information and stay preferences (room information, guest count, reason for stay, pillow and floor preference)
- review loyalty rewards club membership info (member level, f&b spend, credit card status)
- review previous stay notes, sleep scores and satisfaction survey results
- confirm appropriate next action to take to improve guest stay experience
lessons learned:
- determine realistic success metrics early and track them as soon as you can
- it’s ok to step up and design things yourself
