Hotels often aim to improve daily tasks while keeping guest interaction simple and timely. Guest experience platforms are designed to connect systems, gather details, and manage requests through one dashboard.

When used in the right order, a hotel guest experience platform helps keep both operations and guest communication clear from start to finish.

Step 1: Set up guest profiles:

The first step starts with collecting guest details at booking. This can include check-in time, room type, and any personal notes like allergies or special occasions. Guest experience platforms store this information and use it to match future services or recommendations, creating a more familiar stay for returning visitors.

Step 2: Allow pre-arrival communication:

Before the stay begins, the system sends out messages such as booking confirmation, check-in reminders, or early upgrade offers. These messages are often automated but still tailored using the guest’s data. Sending these ahead of time gives guests a chance to make selections or share preferences early.

Step 3: Manage digital check-in and access:

On arrival day, the platform allows for online check-in. Guests may receive a room number and digital key directly through their phone. This reduces waiting time at the reception desk. For those who prefer a physical card, details are already logged, speeding up the process at the front desk.

Step 4: Monitor in-stay requests:

Throughout the stay, guests may request room cleaning, food, or items like extra towels. These are logged in the system and routed to the correct department. Staff can update the task status once complete, and the guest may get a message confirming that the request has been handled.

Step 5: Share recommendations and updates:

The platform can also show real-time updates about hotel events or promotions. For instance, if a table opens at the restaurant or a local event is scheduled, the guest may receive a short notification. These are not general alerts but are filtered based on timing and interest.

Step 6: Collect feedback post-stay:

After checkout, the system sends a message asking the guest to share a short review or rating. These results are gathered and shared with management for quality checks. If a guest leaves a specific comment, the team can reach out to respond or follow up.

Using a guest experience platform in this way keeps tasks in order while allowing small, timely interactions with guests. When each step is done with care, the result is a more consistent and clear experience for both the guest and the team.