A Hotelier’s Guide To Personalizing The Guest Journey

Whitepaper explores changing guest expectations and the technology needed to accommodate today’s guests

20 September 2019
apaleo GmbH

Technology has forever changed the way that guests want to interact with hotels and major brands. Guests expect a more personalized approach in which they are recognized as individuals. To accommodate these expectations and to drive brand loyalty, hotels must adapt.

Legacy systems (particularly PMS) are all too often unable to keep up with the required changes and remain proprietary/closed systems which are unable to share vital data between systems. Hotels need to demand openness and flexibility,starting with a modern PMS that uses a connectivity layer (APIs) and is capable to share guest data with a CRM so that a guest personalization can be achieved across the entire guest journey.

This white paper from HotelAppz and apaleo, explores the evolution of guests' expectations, the drivers behind them, and how hoteliers can turn these demands into an advantage for the hotel. We explain the importance of technology and why it is fundamental to use an open hotel tech stack to personalize communication with guests and to gain their loyalty for life.

The whitepaper is free to download here.

About apaleo

Hotels need the right technology and systems to manage all the complexities of their business. At the core of these systems is the property management system (PMS), which manages hotel inventory and reservations, rates, accounting, invoicing and payments, and more. Then there are all the additional systems like CRM, CRS, upselling, review monitoring, distribution and channel management, forecasting, business intelligence reporting, and so forth. Hoteliers rely on all these tools yet struggle because many of them don't integrate.

apaleo's PMS platform connects all these systems quickly and seamlessly. As the first PMS which is purely based on a fully open 2-way API, hotels can grant applications access to all the information stored in apaleo, as well as allow them to write back data to the PMS. apaleo's public API allows hoteliers to innovate without major risks, integration hassles, long wait times and hidden fees. Developers and software vendors can easily connect to apaleo, and hotels can even develop their own, custom apps with ease. Applications are housed in the apaleo Store, opening the possibilities for hotels to connect to pre-integrated, innovative apps - guest facing or staff facing - with one click. Learn more at www.apaleo.com.

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apaleo GmbH

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Munich, 80335