Elevating the

Guest Experience
with Hotel Automation
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CONTENT 01 INTRO

02 PRE-STAY

DISCOVERY / RESEARCH

BOOKING

PRE-STAY PLANNING

03 DURING STAY

UPON ARRIVAL

COMMUNICATION

CHECKOUT

04 AFTER STAY

REVIEW & POST STAY

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Intro
In light of recent events such as a shortage of skilled labor, surging
energy prices, and rising inflation, the hotel industry has undergone
considerable transformations that go beyond the impacts of the
COVID-19 pandemic.

This has resulted in a heightened reliance on modern hotel technology

and the adoption of contactless solutions, with an increased focus on
optimizing hotel operations and enhancing guest experiences.

In this eBook, we aim to provide a comprehensive guide to the modern

guest journey, covering all the solutions hoteliers can implement to
increase guest satisfaction before, during, and after their guests’ stay.

From facilitating discovery to streamlining check-in processes to

providing seamless online experiences during the stay, we will explore
the industry’s latest trends and best practices to help hotels create
unforgettable guest experiences.

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 PRE-STAY

Pre-stay planning and engagement is a crucial aspect of the guest

experience and can set the tone for the entire trip.

The guest experience begins long before guests physically arrive at your
hotel. With the right Property Management System and its additional tools,
you can start creating an outstanding guest experience when they begin
searching for travel inspiration. By reaching out to guests before their arrival,
hotels can create a personal connection, answer any questions they may
have, and provide information about the property and surrounding area.

This not only helps guests feel more comfortable and prepared for their
stay, but it also demonstrates the hotel’s commitment to their satisfaction.

Effective pre-stay planning and engagement can also lead to increased guest
loyalty and positive reviews, making it an important factor in the success of
any hotel’s guest experience strategy.

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STAGE 1 CHANNEL MANAGER

Discovery & Research An essential solution for today’s hoteliers, the Channel Manager
enables your property listings on unlimited OTA channels, such
as Booking.com, Airbnb, Expedia, and Agoda. Making you highly
DISCOVERY: It’s important for hotel owners to establish a robust online visible and broadening your reach.
presence through social media, blogs, websites, and Search Engine
Optimization (SEO). Additionally, using tools like Google or Bing ads can Pricing, Availability and Special Offer details are synchronised,
boost visibility and drive traffic to the hotel’s website. real-time, and instantly across all online channels, providing a
streamlined booking process while reducing overbookings and
RESEARCH: It’s crucial to have a reliable Channel Manager that is eliminating double-data entry.
integrated with your PMS. This allows your property to be listed on various
OTA channels like Booking.com, Airbnb, and Expedia. It also ensures that
your hotel’s room and rate availability is accurate, making the booking
process smoother and minimizing the risk of double bookings and redundant
data entry. Plus, you can use an intelligent pricing tool (e.g. RoomPriceGenie)
to “get your room priced right, every night”, as they would say. Are you interested in learning more? Great!
Keep reading to discover practical hotel marketing
Tip: Automate an email follow up inviting guest to share their experience
by posting a review on Google and social media platforms to boost online
tips that can boost your visibility.
reputation and attract future bookings.

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16 Hotel marketing tips to increase visibility
01 Define your target audience and explore their interests 09 Broaden your reach with influencer marketing

02 Set a tone of voice and style that will define and differentiate you brand 10 Stay top of mind with regular email marketing

03 Create a website and embed a Booking Engine to boost direct traffic 11 Try video marketing and use this widely popular content type
to increase visibility
04 SEO Optimise the website covering relevant keywords connected
to target and location 12 Create interesting blog post about trending and relevant topics
with SEO focus
05 Utilise the power of Channel Manager to be visible on multiple
OTA channels 13 Build partnerships with local businesses and tab into new audiences

06 Create your Google Business profile and collect reviews systematically 14 Create special offers and promote them

07 Invest in Google Ads to reach your target audience 15 Adapt intelligent pricing strategy to seasonality

08 Leverage the power of social media and be present on multiple platforms 16 Reward direct booking with specific coupons or welcome treats

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STAGE 2
Booking
BOOKING: When it comes to booking a room, the online reservation
process should be hassle-free and simple for guests. By using a
Booking Engine, you can make it easier for guests to book directly with
you and reduce your dependence on third-party booking sites. Adding
a payment solution like SabeePay can speed up hotel transactions and
make them more convenient, ultimately decreasing the likelihood of
customers abandoning the process.
Simultaneously, the Channel Manager plays an important role in
syncing availability and displaying hotel reservations from various OTA
channels on the PMS calendar. This ensures a smooth booking process
for guests and prevents any errors or overbookings.
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BOOKING ENGINE turns your website into a powerful sales
platform. With SabeeApp Booking Engine you can gain greater
flexibility in showcasing rate plans, offering coupons to guests
or corporate bookings, upselling services, and setting up
various payment methods. Hotels can increase commission-
free direct bookings and decrease dependencies on OTAs.
Guests can make reservations without being redirected to
another OTA site and personalised confirmation emails are
sent once a booking is confirmed.
SABEEPAY is a convenient platform for managing all hotel
transactions in one place. Payments are fast, simple, and
seamlessly integrated with SabeeApp PMS. This payment
system is specifically designed for the hospitality industry
and automates all aspects of the payment process, from data
entry to guest communication, payment processing, and
invoicing. Using SabeePay, guests receive an automated email
notification when their payment is due, and by clicking the link
in the email they can settle the bill.
STAGE 3
Pre-stay planning
SabeeApp provides an ID scanning solution that allows guests to scan
their travel documents in advance, making the check-in process faster
Once a guest has made a reservation, it is crucial for the hotel to
and meeting any necessary local data-sharing requirements.
communicate beforehand with helpful information regarding the
This ID scanner works seamlessly with the GuestAdvisor and Front
property, surrounding area, and relevant policies.
Office Manager applications.
This ensures a pleasant and seamless guest experience from the start.

Smart Access: SabeeApp PMS is compatible with SALTO, Nuki,

and Assa Abloy smart lock integrations. This means that you
Having a cloud-based PMS, you do not have to worry about room
can implement these integrations and share virtual keys with your
assignments as the software handles that automatically.
guests through the application for a completely contactless check-in
experience.
From the PMS, pre-stay confirmation emails can be sent to the guest,
including the reservation details and any other relevant information.
Upselling & cross selling opportunities: The GuestAdvisor app
allows guests to access additional services or upgrades that could
Online check-in: Provide guests with the option to check-in online or
improve their stay, such as airport transfers, spa treatments, or better
via the GuestAdvisor mobile app even before arrival, streamlining the
rooms. This can be done from their phone, making it convenient and
check-in process and reducing wait times upon arrival.
easy to manage.

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From queues to convenience:
The benefits of online check-in
Online check-in offers numerous benefits for both guests and hotels,
making it an important aspect of the modern hospitality industry.
Time-saving: Online check-in eliminates the need to wait in line at the
front desk, allowing guests to complete the check-in process from the
comfort of their home.
GUESTADVISOR APP
For guests to manage many interactions with the hotel from
their mobile devices. Check-in and out, securely add ID
details, and access rooms together with smart locks. With the
application, hotel services can be easily promoted, ordered,
and paid for, which leads to a smoother experience and
increased revenue.
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Convenience: Guests can check in from anywhere and at any time,
providing them with a more flexible and convenient experience.
Personalisation: Online check-in allows hotels to gather guest
information and preferences, which can be used to personalise the
guest experience.
Increased efficiency: By reducing the time required for check-in, hotels
can increase the efficiency of their front desk operations and free up
staff to focus on other tasks.
FRONT OFFICE MANAGER APP
Offers staff the necessary information about guests’
arrival,and has an integrated ID scanner, allowing the front
desk to complete on-site scanning quickly and with ease.
Checklist
How to get the most out of the “PRE-STAY” stage

Be present online - harness the power of the biggest travel sites Use an innovative payment solution such as SabeePay for fast
such as Google Hotels, and Tripadvisor hotel transactions

Use Channel Manager to showcase on multiple OTA channels Offer mobile apps like GuestAdvisor which enables guests to
such as Booking.com, Airbnb, and Expedia check-in online and scan their travel IDs before arrival

Make the online reservation process as simple and smooth
as possible
Use Booking Engine to increase the number of your direct,
commission-free bookings
Communicate with your clients through automated yet
personalised emails providing all useful information about their
stay, and let them know you are looking forward to their arrival.

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 DURING STAY

The moment of truth

The guest experience is the cornerstone of any successful hotel, and in-stay
engagement is a key factor in shaping it. Hoteliers have a unique opportunity
to make a lasting impression on their guests during their stay. By leveraging
technology and personalisation, they can create a truly immersive and memorable
experience. From offering custom recommendations and seamless in-room
technology to providing a welcoming and intuitive mobile app, hoteliers have
numerous opportunities to make the most of the guest experience during their stay.
By providing a personalised, convenient, and comfortable stay, hoteliers can not
only enhance guest satisfaction but also foster brand loyalty and increase
the likelihood of repeat business.
The guest experience is a precious opportunity to make a lasting impression,
and hoteliers must seize it.

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 STAGE 4
Upon arrival

Guests usually arrive between 12 and 2 pm at a hotel. This means many

people are arriving at the same time, making the operational process
slower and creating queues. Long lines and cumbersome check-in
processes can leave guests feeling frustrated and disenchanted before
they’ve even set foot in their room.

That’s where the importance of online check-in comes into play.

By offering guests the possibility to check-in online, hotels can
streamline their arrival process, allowing guests to skip the queue and
head straight to their room. This not only saves time but also enhances
the overall guest experience.

Post-pandemic, the possibilities of online check-in have become widely

adopted in the hotel industry, enabling a contactless guest experience
and reducing the workload of the front desk team.

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STAGE 5
How would you rate.. ?

Communication • Arrival experience

• Staff friendliness
• Room cleanliness

Staying in touch with guests Main benefits of GuestAdvisor:

You can collect instant feedback after check-in

During a guest’s stay, hotels have the chance to create a truly
You can suggest spa treatments or dining experiences
remarkable experience by keeping connected and engaged with them.
You can help guests fully immerse themselves in the hotel’s offerings
A modern and innovative mobile application like GuestAdvisor is the
You can create a personalised and memorable experience
perfect tool for hoteliers to make the most of this opportunity.
Not only does it allow a seamless and convenient experience for
During the in-stay engagement period, hoteliers wield the power to turn
guests, but it also opens the door to new revenue streams through
a crucial moment in the guest journey into a magical experience with
cross-selling opportunities.
GuestAdvisor, enabling guests to effortlessly communicate and order
whatever they need directly from their phone.

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The increased usage of mobile apps
in the hotel industry
Did you know…?
While over 75% of properties admit to the importance of apps, only
a quarter are currently implementing one in their business strategy.
This means there’s a significant opportunity for hotels to create a
competitive advantage for themselves.
Furthermore, according to reports and studies, the use of hotel
mobile apps has increased significantly since the start of the
pandemic, and the trend is expected to continue in coming years.
The increased usage of hotel mobile apps is driven by guests’ desire
for a seamless and convenient travel experience, as well as the need
for contactless solutions.
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BOOK
Housekeeping app: As a part of SabeeApp’s Smart
Solutions bundle, the housekeeping app is specifically
designed to assist Housekeeping staff in effectively and
efficiently completing their tasks. It facilitates seamless
communication regarding room status, aids in training
new employees, prepares reports, ensures compliance
with cleanliness standards, and supports the work of both
housekeeping and maintenance staff.
STAGE 6
Checkout

All good things must come to an end and it’s no different in the
hotel industry.

The checkout stage marks the end of a guest’s journey at a hotel.

When a property management system is used, this process can be
simplified and streamlined for a smoother guest experience.
Guests can settle any outstanding balances, receive invoices, and
return any keys or access cards quickly and efficiently.

Using the GuestAdvisor application, hotel staff can know in advance

about a guest’s preferred check-out time so they can be prepared the
next day. Using modern technologies like this, hotels can ensure that
guests leave satisfied and with a positive impression of their stay.

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 Checklist
How to get the most out of
the “DURING STAY” stage

Ask for feedback right after check-in and solve any problems on the spot

Stay in touch with your guests during their stay

Be at their service anytime thanks to modern solutions

Offer them additional services like spa treatments, special packages,

massages, and airport transfers

Make check-out as smooth as possible and minimise any waiting time.

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 AFTER STAY

Many hotels underestimate the importance of after-stay engagement. It is an

important aspect of the guest journey and has the potential to greatly impact the
overall guest experience. By staying in touch with guests after their stay, hotels
can gather valuable feedback, address any concerns, and create opportunities for
repeat business.

Post-stay engagement can take many forms, including surveys,

follow-up emails, or personalised communication from hotel staff. By using post-stay
engagement to gather guest feedback, hotels can identify areas for improvement
and enhance the overall guest experience. Furthermore, post-stay engagement can
help hotels maintain a positive relationship with guests and build a loyal customer
base. By showing guests that their experience and feedback matter, hotels can
create a strong brand reputation and increase the likelihood of repeat business and
positive word-of-mouth recommendations.

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STAGE 7
Review & Post stay

Benefits of post-stay surveys and feedback

It is important for hotels to gather feedback from There are several ways to collect guest feedback: In-person, through social
guests for several reasons: media and online review sites, or with the help of post-stay surveys.
Post-stay surveys and feedback collection are essential tools for hotels
looking to enhance the guest experience. These surveys provide
Measuring success
valuable insights and can be used to identify areas for improvement.
Building guest loyalty By gathering feedback from guests after their stay, hotels can gain a
deeper understanding of what guests liked and didn’t like about their
Addressing concerns experience, which can inform future decision-making.

Identifying current trends and changing behaviours

And most importantly… improving the guest experience

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 Discounts and
post-stay rewards

As an incentive for completing a survey hotels can provide guest

with discounts codes, additional services or upgrades for next stay.
In general it is a good practise to share coupons with guest during
post stay to increase brand loyalty and increase commission-free
booking for the future.

Thank you for

staying with us!
Here is a special
coupon for
your next stay

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Checklist
How to get the most out
of the “After stay” stage

Don’t forget your guests after they leave, stay in touch with them

Ask for feedback or an online review, or even better include a

hyperlink to your preferred site

Respond to both positive and negative feedback to show you care

Encourage guests to come back and book directly by sending them

personalised coupons

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What our customers say

“
Before the opening of our hotel, we checked and compared several
PMS softwares available on the market. We chose SabeeApp and
based on the experience of the 3 years since then, it has proven
to be a great decision.
“
Easy-to-use PMS and straightforward guidance to solving problems that
might occur.
The support team is very helpful and responds promptly.
Highly recommended for hoteliers who want to keep track of guests

SabeeApp PMS is user-friendly, it has easy to understand solutions,

guaranteed availability and support, and continuous developments.
”
and financial data.
George Y., The Artisan Suites

Thanks to its cloud-based operation, it can be accessed from

anywhere, which makes the work of decision makers much easier “
We use SabeeApp for our property for 8 years now.
We are really satisfied with all the set up, the services we receive

Balázs H., Thermal Hotel Vesta

”
in this fast-paced world of hospitality.
”
and assist on any cases.

Svatava N., Erossea Villa

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HOW CAN SABEEAPP
BENEFIT YOUR HOTEL?
Let’s discuss!

Book a free consultation today.

www.sabeeapp.com © SabeeApp Cloud Hotel Management Software

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