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