As a recreation entrepreneur at heart, you often have one goal: to provide your guests with an unforgettable experience. When they leave your park satisfied, your mission is accomplished. An automated guest journey contributes to guest satisfaction in many ways. We have written a blog series so you can create the ultimate guest journey. In this part, we zoom in on phase 5 of the guest journey: Stay.

Phase 5: Stay

During the stay, all preparations come together and the guest experiences the actual quality of your service. It's a crucial moment in the guest journey where you lay the foundation for a positive review and possible repeat visits. In this blog, we show how you can use automation and technology to create an unforgettable stay.

A warm welcome

A warm and personal welcome sets the tone for an enjoyable stay. This is the time to make guests feel valued and at home.

Tips for a warm welcome:

• Provide a quick and easy check-in process, possibly through self-service kiosks or a mobile app.
• Leave a welcome message in the room or accommodation, such as a handwritten card or a short video on the TV.
• Provide guests with an instant overview of available facilities and activities, such as entertainment programs and restaurant options.
• Create a literally warm welcome by using a smart thermostat linked to the reservation. This way, you can ensure that the holiday home has the perfect temperature on arrival, making the guest feel right at home. ICY and Able are such integrations.
• A smart home can contribute to a hospitable welcome in many way, not just by setting the perfect temperature. Think also of providing communication between the guest and your reception, playing music and smart lighting.

Access starting at the check-in time

Access to the accommodation and other facilities should be seamless, especially when guests arrive outside regular hours. With smart access solutions such as HOTEK, EasySecure and Salto, you can give guests advance access to rooms and other facilities.

Benefits:

• Use contactless access via digital keys or access codes that are automatically activated at the check-in time.
• Ability to make specific areas, such as restroom facilities, available.
• Guests don't need to come to the front desk to check in and can start enjoying their stay right away.

Guest app

Apps such as the Great Stay App or Able provide a central hub for everything the guest needs during their stay. They do not only improve the guest experience, but also reduce the burden on your staff.

Functionalities:

• • Push notifications: Inform guests of start times of entertainment programmes, special events and offers.
  • Reservations: Let guests easily reserve a table in the restaurant or book time slots for other activities.
  • Personalised environment: Give guests access to their reservation information and allow them to book additional services.
    
    

Feedback during the stay

Collecting feedback during the stay allows you to address any issues immediately and increase guest satisfaction. An automated feedback module can facilitate this process. In case of a broken lamp, for example, the guest can easily report it via a feedback form which is immediately forwarded to the reception.

Conclusion

The stay is the core of the guest journey and the time to meet or exceed expectations. By using smart technology and a personalised approach, you can offer guests a carefree vacation. They neither have to wait in line to check-in thanks to automated processes nor do they have to worry about a broken lamp or missing important announcements. In your park, guests instead enjoy the freedom to arrange their vacation as they wish.

After the stay, the physical journey is over, but the post-stay phase, also known as the post-stay, should not be forgotten. Read more about how to turn your guests into repeat visitors here.