In the hospitality industry, guest experience is the key to standing out and driving long-term success. With travelers becoming more tech-savvy and demanding, hotels that fail to adapt risk falling behind. But how can your hotel improve guest satisfaction, increase loyalty, and boost profitability?
The answer lies in harnessing the power of technology. From AI-driven reservation assistants to automated messaging platforms and seamless communication across multiple channels, tech offers unparalleled opportunities to elevate the guest experience at every touchpoint.
Whether you’re looking to improve communication, personalize services, or boost reservation agents performance, these strategies will position your hotel for success in 2025 and beyond.
What is Guest Experience in Hospitality?
Guest experience in hospitality refers to the overall journey a guest undergoes with a hotel or other hospitality service, beginning from the moment they first interact with the brand, through their stay, and continuing after they depart.
In simple terms, guest experience is everything that shapes a guest’s perception of your hotel, from the ease of making a reservation to the level of service they receive during their stay, and how they feel about your brand when they leave.
A positive guest experience can lead to increased guest satisfaction, repeat bookings, and strong word-of-mouth referrals, all of which directly contribute to the success and growth of a hotel.
3 tech tools to improve the guest experience in your hotel
Here are three tech tools that will help your hotel elevate the guest experience and streamline communication to boost operational efficiency. These tools are designed to simplify your processes while enhancing guest satisfaction at every touchpoint, from booking to post-stay.
1. AI-Driven reservation assistants
To be present across multiple channels and handle demands 24/7, your hotel needs an efficient, automated solution. AI-powered Reservation Assistants is able to:
- Understand context and provides intelligent responses;
- Handle complex queries and respond autonomously, even via audio;
- Suggest quotes based on history chat;
- And much more!
Asksuite’s AI Reservation Assistant can be integrated with major channels like Instagram, Facebook, WhatsApp, and more, ensuring potential guests receive quick and accurate responses from the very first interaction.
Did you know? ATKV Resorts leveraged Asksuite’s AI-powered Reservation Assistant to deliver customized responses to potential guests, boost direct booking revenue, and achieve higher profit margins. The results were impressive: within nine months, ATKV Resorts generated $150,000 in new business, surpassing their initial investment of $8,000.
2. Personalized message agents
Sending the right message to the right traveler or guest at the right time, through the most popular channels, can dramatically enhance guest satisfaction. However, this shouldn’t add to your team’s workload.
With AskFlow Agents, you can create intelligent AI agents that automate tasks and personalized communications throughout the entire traveler journey. These agents work together to drive more conversions, control, and revenue, transforming hotel automation with real results.
Key benefits of AskFlow Agents include:
- Reduces staff workload by handling repetitive tasks using the agents like Booking Confirmation Agent and Check-in/out Agent.
Did you know? Pre-check-in and check-in/out agents automated over 123k tasks for Asksuite clients! That means more than 40k repetitive tasks were handled automatically, freeing up reservation agents to focus on delivering the best service to travelers!
- Boosts revenue through intelligent agents that recover abandoned chats with the Chat Recovery Agent. This agent has helped hotels to achieve up to 31x ROI. amazing, right?
- Gathers real-time feedback to refine future guest experiences and services with the Guest Satisfaction Survey Agent.
Want to learn more and be among the first to experience AskFlow Agents? Talk to a specialist today!
3. Omnichannel Platform
Beyond ensuring smooth communication, managing all guest interactions efficiently is key. Otherwise, staff will spend all day switching between tabs, an ineffective use of time.
Centralizing communications into one platform enhances the quality of guest interactions and ensures a seamless experience across all touchpoints, especially through chat. It’s essential to rely on a platform that supports both AI-driven services and reservation agents, enabling smooth transitions to human intervention when necessary across various channels.
An omnichannel system provides valuable insights to optimize operations and performance, such as:
- AI Assistant Efficiency: Measure the effectiveness of your AI reservation assistants, evaluating response times, conversion rates, and overall guest satisfaction.
Did you know? An AI reservation assistant can answer sales-unrelated FAQs, reducing response time by up to 90% and increasing conversion chances.
- Volume of Interactions Around the Clock: Gain visibility into how many traveler interactions occur at any given time, allowing for better resource planning and response management.
- Channels Driving the Most Bookings: Understand which communication channels (e.g., WhatsApp, Instagram, Facebook) are most effective at converting inquiries into bookings, enabling you to focus your efforts where they matter most.
With these insights, hoteliers can make data-driven decisions to fine-tune their communication strategy, increase direct bookings, and enhance overall guest satisfaction, transforming raw data into tangible business outcomes.
Asksuite’s clients count on the Performance Sales Dashboard to easily access relevant, personalized data to make better business decisions. Does your hotel already track such metrics?
How to measure the guest experience in hospitality
As we’ve discussed, relying on data is essential for evaluating the success of your strategies, identifying areas for improvement, and refining your hotel’s approach.
The tech tools we’ve highlighted not only streamline your processes but also provide the metrics needed to assess guest satisfaction.
Here are key data points to measure guest experience effectiveness:
1. Positive review requests
Now that review requests can be automated, tracking them is easier than ever. Compare metrics such as:
- Guest experience during peak season vs. off-season to evaluate service quality
- Year-over-year guest satisfaction to determine your hotel’s growth
- Direct bookings vs. OTA bookings to assess the effectiveness of initial interactions across different channels
The key is identifying what’s relevant to your hotel and focusing on the data that reveals areas for improvement.
2. Chat Evaluations
You can gather valuable insights by asking guests for feedback on chat interactions, whether with AI assistants or human agents. This helps you fine-tune your AI assistant’s responses and identify areas where human agents can improve.
The easiest way to collect this feedback is by sending an automated survey after booking or at the end of their stay.
3. Returning Guest Volume
Returning guests are a clear indicator that your hotel’s experience meets customer expectations. Comparing returning guest data can provide insights such as:
- Do returning guests spend more on food and beverages?
- Are they likely to book spa services or other amenities?
- How frequently do they book throughout the year?
Turning the guest experience into actionable metrics helps elevate your hotel’s business awareness and guides improvements that offer the best possible experience for your guests.
To leverage tech tools that support exceptional guest experiences, talk to one of Asksuite’s specialists. Make the most of Asksuite’s solutions designed to take your business to the next level!
This text was originally written on September 10, 2024 and updated on September 17, 2025.
