Guestline has introduced a range of self-service options within its GuestStay platform, integrating artificial intelligence to ease the workload on hotel staff and empower guests with greater control over their stays. This new self-service portal allows guests to manage their hotel reservations, including modifying dates, updating rate plans and pre-ordering additional services such as breakfast or parking, all through their own devices.
The integration of AI streamlines the process by automating the identification and categorisation of requests in the Property Management System (PMS). This automation not only reduces the time spent on administrative tasks but also enhances the efficiency of addressing guest needs.
Additionally, guests can now make restaurant reservations through ResDiary, a leading table management software provider that is now seamlessly integrated into the portal. This feature provides a smooth booking experience for guests looking to enjoy the hotel’s dining options.
Chris Jones, Senior Product Manager at Guestline, emphasised the advantages: “Our self-service portal allows guests to handle their own reservations, which helps hotel staff focus on delivering exceptional service. The AI integration boosts efficiency by automating tasks and providing valuable data that enhances personalisation. In our trials, corporate travellers have particularly valued the ability to make quick changes and specific requests ahead of their stay.”
The self-service portal also increases the visibility of hotels’ food and beverage offerings and ancillary services, potentially boosting Total Revenue Per Available Room (TRevPAR). This is especially valuable for room-only bookings made through online travel agencies (OTAs).
Jones noted, “Hotels utilising our portal are seeing a rise in restaurant bookings due to the ResDiary integration. Currently, around 25% of table reservations are made via the GuestStay portal, and we are developing additional upsell options to drive further revenue. In a market where room-only margins are slim, every increase in guest spending is important. Reducing manual tasks and offering guests more control is key to our vision for GuestStay.”
The portal also facilitates guest self-service for tasks such as pre-arrival digital registration, checking spending during the stay and handling check-out processes. This capability further reduces the administrative burden on hotel staff.
Hundreds of Guestline clients are already experiencing the benefits of these features. Digital registration completion rates have reached an average of 31%, speeding up check-ins and helping hotels collect up to 100% more genuine guest email addresses, which boosts direct bookings.
Guestline plans to introduce additional functionalities later in 2024, aimed at further enhancing the visibility of ancillary services and food and beverage options and automating upsells and upgrades to increase revenue.
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