In the words of one Hotel General Manager, “Having the right china is of no value if the person handing it to the guest doesn’t smile or engage.”
The best hotel guest experiences rely on a wide range of factors that go far beyond the design of your dinnerware.
Exceptional service, top-notch communication, and thoughtful, personalized experiences are some of the biggest factors influencing guest experience. But to deliver those things, you need to have the technology to back your frontline teams up.
We’ve rigorously researched the top technology for hotels looking to level up their guest experience. Here’s our pick of the best hotel guest experience software in 2024.
Keep reading below or click the links to skip ahead:
Think about the last time you visited a hotel as a guest. What stands out most?
It might have been the food, the room, or the pool - but we’re willing to bet you also remember the service too.
Whether you had a good or a bad customer service interaction, there’s a high chance the staff at that hotel shaped your guest experience. For better or for worse.
Guest satisfaction scores are heavily influenced by how engaged guests feel during the hotel experience. A survey by Deloitte showed the number one reason for a positive hotel stay was the friendliness of the hotel team, as well as how well the hotel communicated, and how personalized they felt the experience was.
Respondents were 29% more likely to promote a hotel to others when hotel teams were friendly and attentive. They also reported being 25% more likely to become promoters when hotels proactively communicated with them and 20% more likely to promote when the team offered personalized experiences.
And when it comes to guest loyalty, research shows that the primary reason consumers give when asked how they’ll choose a travel brand in the future is “positive past experiences with the brand.”
To help you deliver best-in-class hotel guest experiences, you need to have the right tools to help you improve communication, streamline operations, increase personalization, and train your frontline staff.
If you want to improve guest experience, you’ll need the tech to help you do it at scale.
Today there’s a wide range of advanced software solutions tailored to hotels and their guests. Hotels are increasingly adopting innovative software to improve the guest experience - and many customers report being satisfied with technology-led experiences, especially when paired with a human touch.
According to one survey, 73% of guests surveyed are likely to return to a hotel that meets their technology needs, highlighting the significance of technology in guest satisfaction.
Technology can also impact employee productivity, engagement, and satisfaction scores too. Research from Hotel Operations found 93% of property level staff in hotels reported technology made them more efficient, while 89% of on-property respondents agreed technology makes their team happier overall.
Here are some of the top software solutions you can choose from to improve hotel guest experience, while making management easier for frontline teams:
Ready to find the top software solutions we recommend for your team? Here’s our pick of the top 5 best hotel guest experience software in 2024.
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Best for building a custom hotel guest app |
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Best for delivering personalized guest experiences |
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Best for training frontline hotel employees |
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Best for automating guest communications |
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Best for managing hotel staff schedules |
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A dedicated hotel guest experience platform, Stay is tailor-made for hotels looking to improve their guest experience by streamlining staff operations, improving accessibility to services, and managing guest requests.
The Stay app is customizable to your needs with a user-friendly drag-and-drop builder to help you personalize your own hotel app - including selecting section orders, shapes, your brand colors, and more.
Stay is designed to make sure your top services are always accessible to guests via the app - so they can take full advantage of everything your hotel has to offer during their stay. Top features include mobile-first restaurant bookings, digital menus, and customized ordering for food and beverages, as well as tools for booking wellness experiences, activities, and tours.
The Stay Task Manager centralizes all guest requests for your teams to make the process of managing and actioning requests easy, including room service requests, amenities, housekeeping, and technical support - so you can spend less time grappling with multiple systems and more time helping guests. Plus get real-time guest feedback for each of your services via the Stay app.
Award-winning CRM and email marketing software Revinate offers hotels a suite of guest experience solutions, designed to make personalization easy while driving revenue. Help your teams maximize conversions - and boost guest experience - at every stage of the customer journey, from their initial research through to check-out and beyond.
Revinate’s top hotel guest experience software includes:
As part of their guest experience software solution, Revinate also offers an on-demand contact center with dedicated US-based RezForce reservation agents to allow hotels to outsource their telephone customer service and provide faster, better customer service to guests.
With Revinate, you can give your frontline teams the data they need to deliver seamless guest experiences while giving your guests the personalization they crave.
The best hotel guest experiences start with your staff. Empower your frontline teams to provide exceptional customer service to guests for truly memorable stays - and more repeat bookings - with comprehensive employee training.
In a survey of over 300 Retail and Hospitality leaders, eduMe found 83% leaders lack confidence in their employees' abilities to interact with customers but 92% still don't use modern training systems for their staff. Over 50% of R&H leaders also believe ‘training that was more fun’ would improve engagement rates.
Give your frontline employees the training they need to excel in their hospitality role with eduMe’s bite-sized video-based training solutions. Employees get instant access to simple, snackable training that’s designed to be extra easy to complete and even easier to implement. Push relevant training via SMS, emails, physical QR codes, and seamless integrations in the tools your team uses every day.
Employees can navigate training in their own time and in-the-moment, even when knowledgeable colleagues or instructors aren’t around, helping to deliver top-quality guest experiences at every stage of the customer journey while increasing employee satisfaction and engagement.
Ensure frontline employee training is standardized and scalable to provide consistently outstanding guest experiences, regardless of which of your hotels guests step foot in. With eduMe training, you can create, deliver, and assign training from one central location, in the systems your workforce is already using.
Equip new hires with all the knowledge they need before their first shift with one tap access to immersive pre-boarding training that’s integrated into your ATS - to increase new employee engagement and reduce no show rates. And when they’re officially part of the team, make onboarding easy and efficient with targeted training that’s delivered contextually and always available and at hand whenever a refresher is needed, helping to boost retention and reduce staff turnover.
eduMe’s highly visual “Tik-Tok style” Guides help keep your staff and your customers safe with safety-critical training delivered in context - in engaging formats to increase employee attention and promote knowledge retention.
Looking to improve guest communication? The HiJiffy guest communications hub is a unified end-to-end solution for automating and digitalizing your guest communication.
HiJiffy’s AI-powered tools enable hotels to deliver personalized, automated communications at every stage of the guest journey, from the time of booking through to departure. Free up your employees’ time and improve communication across your website, social media and WhatsApp throughout the customer journey. Over 85% of guests’ questions are instantly answered by AI.
Guests benefit from chat-based booking with a personalized AI assistant to guide them step-by-step through the booking process, as well as automated messages that can be triggered before, during, and after check-in to provide a high touch experience for customers.
HiJiffy also handles digital check-ins to deliver a smoother check-in experience and minimize waiting times at reception. Depending on your check-in process, you can add digital keys too - so guests can walk straight to their room and get their stay started.
Use HiJiffy’s communications hub to deliver personalized upselling and cross-selling campaigns during your guest’s time with you - including taking full advantage of your hotel’s facilities and activities. For example, after check-in guests are prompted to book a table or book a spa treatment via personalized messages.
With chat-based messaging, it’s also easier to collect guest feedback and reviews. Automated guest surveys help to measure guest satisfaction throughout their stay - so you can get instant feedback on where you need to improve your guest experience. No guesswork needed. And after their stay, you can prompt happy guests to leave external reviews on Google, TripAdvisor, and more.
Your frontline staff are one of the most important factors in your hotel guest experience. Help managers make the right decisions in the moment with Workforce’s employee management software.
Workforce is a complete operating system for hotels needing to manage hourly workforces - including time clock apps, demand-driven staff rotas, and instant communications with your frontline teams.
Make hotel staff scheduling painless with Workforce’s smart scheduling tools. Simplify employee shift management with quick scheduling, open shift bidding, shift swapping, and task checklists. Allow your frontline employees to automatically switch shifts, without the need for input from managers, for more efficient scheduling with fewer admin hours.
AI-powered predictions help you to schedule frontline teams more efficiently, including auto building shifts, to ensure you always have the right number of staff members on-site to deliver high-quality guest experiences. Or take advantage of Workforce’s schedule templates.
Keep all frontline staff in-the-know with team announcements, messaging, and shift reminders within the Workforce app to minimize confusion and crossed wires. Turn on acknowledgment requirements so you know when your team members have read and received a message to help you keep track of communication. You can also manage employee leave - no app switching needed.
Thanks to a wide range of integrations, you can enhance your Workforce system and maximize ROI, including payroll, reporting, recruiting, and more. For example, Workforce integrates with eduMe to deliver targeted, video-led training to your frontline teams, so they can learn on-the-go. Create and promote engaging, bite-sized consumer-grade content to optimize training completion rates, without asking them to download, log-in, or learn a separate app.
Workforce is the easiest way to track, manage, and monitor employee scheduling for hotel teams to ensure you always have the right people on the job at the right time.
There’s a wide range of hotel guest experience software on the market - ranging from guest feedback tools to employee management and training software. Our advice? Prioritize integrations with your existing software to add to your toolkit without bloating your tech stack.
If you’re looking to take the next step towards offering a best-in-class guest experience, make sure your employee training is up to scratch. Empower your frontline teams to deliver best-in-class guest experiences with comprehensive employee training delivered at the point of need.
eduMe understands the power of frontline employee training to move the needle on hotel guest experience. We’re the preferred training solution for top hotel brands, including Hilton and Marriott, helping to upgrade their employee training to deliver world-leading customer service and memorable guest experiences.
Watch this quick 5 minute product demo to see how we can level up your frontline training - or book a tailored demo for your business.