This New App in Development Could Change Everything About the Hospitality Guest Experience

In the hospitality industry, knowing a guest’s name is just the starting point. Hotels often face the challenge of building meaningful relationships that go deeper than surface-level interactions. BHPeople, an app under development, offers a fresh approach by helping hotels discover more about their guests, highlighting influential visitors, senior decision-makers, and emerging talent. This platform also brings the latest news and relevant context to the forefront, enabling hotels to create connections that last.

Moving Beyond Traditional Guest Lists

Traditional guest management systems focus on names and reservation details. While this information is necessary, it does not provide the full picture needed to engage guests effectively. BHPeople changes this by providing background news and articles with influence scores, helping you to enrich guest profiles with valuable context.

• Identifying senior decision-makers who influence business travel choices

• Spotting rising talent who may become future loyal customers

• Highlighting influential guests who can amplify the hotel’s reputation

  
  

This approach helps hotel staff tailor their service and communication to each guest’s unique background and interests. For example, a hotel might prepare a personalised welcome package for a senior executive or offer networking opportunities to a rising star in their industry.

Surfacing Relevant News and Context

Understanding guests also means staying informed about what matters to them. BHPeople integrates the latest news and updates related to guests’ industries, companies, or personal achievements. This information allows hotel teams to:

• Base personal conversations on recent accomplishments or events

• Offer timely recommendations or services aligned with guest interests

• Build rapport by showing genuine awareness of guests’ professional lives

  
  

For instance, a hotel concierge could mention a recent award that a guest’s company received or suggest a local event related to the guest’s field. These small touches create memorable experiences that encourage repeat visits and show you care.

Additional Touches to Enhance VIP Guest Experience

• Personalised Welcome Amenities: Provide a curated welcome basket featuring local delicacies or the guest's favorite snacks, along with a handwritten note from the hotel manager.

  
  

• Customised Itinerary: Offer a tailored itinerary that includes exclusive access to local attractions, networking events, or industry-related seminars that align with the guest's interests.

  
  

• Upgraded Room Features: Consider complimentary upgrades to suites or rooms with exceptional views, along with luxurious amenities such as high-end toiletries, plush robes, and a selection of premium beverages.

  
  

• Dedicated Concierge Service: Assign a personal concierge to assist with any requests, ensuring a seamless experience throughout their stay, from dining reservations to transportation arrangements.

  
  

• Exclusive Networking Opportunities: Organise exclusive events or dinners with local business leaders or influencers in the guest's field to facilitate valuable connections.

  
  

• VIP Access to Hotel Facilities: Provide special access to amenities such as private lounges, spa services, or rooftop areas, ensuring the guest feels valued and pampered.

  
  

• Post-Stay Follow-Up: After their visit, send a personalised thank you message along with a special offer for their next stay, reinforcing the relationship and encouraging future business.

Turning Guests into Long-Term Advocates

The ultimate goal of BHPeople is to help hotels build lasting relationships that go beyond a single stay. By uncovering deeper insights, hotels can:

• Personalise marketing efforts to match guest preferences

• Anticipate guest needs before they arise and ensure they are seen

• Foster loyalty through meaningful engagement

• Utilise guest feedback to improve services and offerings

• Offer exclusive rewards for repeat customers

• Implement a seamless booking experience across all platforms

• Provide tailored recommendations based on previous stays

  
  

For instance, a hotel might invite influential guests to exclusive events or offer tailored loyalty rewards based on their interests. These strategies encourage guests to become advocates who recommend the hotel to colleagues and friends.

Practical Steps for Hotels Using BHPeople

Hotels looking to maximise the benefits of BHPeople can follow these practical steps:

• Train staff to use the platform effectively, focusing on how to interpret and apply guest insights.

  
  

• Integrate BHPeople data with existing customer relationship management (CRM) systems for seamless access.

  
  

• Develop personalised guest experiences based on the enriched profiles and news updates.

  
  

• Monitor guest feedback to refine engagement strategies continuously.

  
  

By embedding these practices into daily operations, hotels can create a culture of connection that distinguishes them in a competitive market.

Real-World Impact

Overall Benefits of Using BHPeople

Utilising BHPeople can bring numerous advantages to businesses by enhancing guest interactions through tailored insights. Here are the key benefits:

• Increased Repeat Bookings: By understanding guest preferences and behaviours, businesses can create personalised experiences that encourage guests to return, leading to higher repeat bookings.

  
  

• Enhanced Guest Loyalty: When guests feel recognised, seen and valued, their satisfaction increases, fostering loyalty and encouraging them to engage more with the business.

  
  

• Improved Brand Awareness: Satisfied guests are likely to share their positive experiences, enhancing brand visibility and reputation through word-of-mouth and social media.

  
  

• Customised Recommendations: Tailored suggestions and targeted promotions based on individual guest profiles significantly enhance the overall guest experience.

  
  

• Stronger Business Partnerships: Collaborating with local vendors and service providers allows businesses to offer unique packages and experiences, benefiting all parties involved.

  
  

• Active Guest Participation: Personalised interactions encourage guests to participate more in events and activities, further enriching their experience.

  
  

In summary, leveraging insights from BHPeople can not only boost customer loyalty but also cultivate a thriving community around the brand, paving the way for long-term success and growth.

These examples illustrate how going beyond just names can create new opportunities for growth and guest satisfaction.