Based on survey data from more than 300 hospitality managers and executives across various functional disciplines at 184 properties, the annual survey examines the state of hospitality technology and its impact on the guest journey and experience. 

 

The focus of this year’s study is the rapidly growing area of Guest Experience Management (GEM), the practice of developing, designing and aligning guest interactions in a manner that exceeds expectations and boosts satisfaction, advocacy and long-term loyalty.

 

According to the study, over 57 percent of survey respondents said technology solution integration is a key component of delivering best-in-class guest experience management (GEM).

 

Agilysys’ annual study tracks the guest experience attributes that set properties apart, according to hoteliers. It also uncovers the most critical guest experience capabilities for competitiveness, the challenges that limit guest experience improvement, and the ways hotels are leveraging their technology providers. 

 

 

Other key findings from this year’s study include:

 

Over 30 percent  of survey respondents said that real-time access to reporting through shared data and analytics are the most important property management system attributes that support GEM.

 

Over 51 percent of survey respondents indicated that more in-room technology complemented by guest self-service and mobile-ready applications are most critical to the competitiveness of their property.

 

“Delivering a superior guest experience is the primary goal of all hotel strategy and operations,” said Robert Shecterle, Agilysys’ director of product marketing. “This study delivers actionable insights into how to manage the accelerating pace of change in guest expectations and the technology required to meet and exceed guest experience goals.” 

 

The annual study is available on the Agilysys website.