Hotel direct booking and guest self-service portal
The guest directly reserves the stay, provides arrival information and orders additional services. Changes to it are forwarded to the same course of hotel reservations and service.
The guest is not always able to book a suitable stay or additional service directly, and his/her choices and preferences remain in separate channels. The hotel loses the ability to complete a direct booking, the reception repeats the questions and later combines non-transferable arrangements.
How the solution works
- The direct selling channel receives a room offer and makes a reservation for the hotel system.
- The guest complements the arrival information and aligns the need for additional services.
- The performance and settlements of the stay return suitable documents and explanations to the guest.
Key challenges
- The reception does not see the guest details and arrangements required for the stay
- Extra service booking not linked to stay settlement
- Stay Disorders Managed by Hand Communication
- The guest cannot reliably request or reserve an additional service
- Room availability and reservations do not match between channels
- Direct booking does not achieve a reliable order result
Solution capabilities
Direct reservation
The guest receives an actual room offer and its conditions. Reservation confirmation is linked to the hotel's source of employment.
Channel alignment
Changes to prices, availability and reservations are passed under the responsibilities of the systems; a failed transfer becomes an exception for the employee being checked.
Preparations for arrival
The guest provides the necessary information and sees the arrival instructions. Staff perform the checks necessary for a particular service.
Stay services
The wish or additional service is checked against real capacity and handed over to the responsible team.
Settlement and Continuing Service
The guest receives the documents and explanations assigned to him. Reservations and payment corrections are registered at the same stay.
Business context
- The reception does not see the guest details and arrangements required for the stay
- The particular reservation details, relevant preferences and the previous outstanding service issue are found on separate channels. The guest is asked to repeat the information already provided or an important agreement is omitted for his/her stay.
- Extra service booking not linked to stay settlement
- Treatment, dining or transport bookings and delivery records do not reach the account for the relevant stay. Guests dispute unclear charges, or paid services are omitted from the final bill.
- Stay Disorders Managed by Hand Communication
- Reports of an unprepared room, breakdown, noise, excess reservation or partner disorder are transmitted by telephone and message without being linked to the guest and responsible employee. The problem is solved slowly, compensations are applied unevenly and it is difficult to analyze recurring causes.
- The guest cannot reliably request or reserve an additional service
- The channel provides a list of services, but there is no relevant time, conditions and response from the responsible team. The wish is supported by the reservation, and the guest only learns on-site that the service will not get.
- Room availability and reservations do not match between channels
- PMS, channel controller, direct booking engine and partner platforms do not always update the room types, rates, restrictions and booking states in the same way. Resales, price discrepancies, manual adjustments and guest relocation costs occur.
- Direct booking does not achieve a reliable order result
- The site rate, payment, and creation of a reservation are not consistently linked to the source of the accommodation management. The guest does not know if the reservation has occurred, and the reception is hand-picking the paid or recurring booking.
- The guest can directly book the entire stay
- It is convenient for the buyer to book a room together, provide arrival details and select additional services. Self-service associated with the hotel's course allows you to keep arrangements until payment. This allows direct and repeat bookings when the offered services have an approved availability.
Core features
- Direct reservation
- Channel alignment
- Preparations for arrival
- Stay services
- Settlement and Continuing Service
Key integrations
- Accommodation management and service reservation
- Stay rights, room response and real extra service time.
- Executing Teams and Account
- The employee is assigned a guest request, confirmation of the service provided and its inclusion in the settlement.
- Accommodation and Central Reservation System
- Inventory, rate and order fact under agreed liability.
- Channel controller, website and payments
- Sales response, channel identifier and financial action state.
Potential impact (%)
The ranges indicate an illustrative relative change in the metric under the stated assumptions. Results depend on the starting position and actual use of the solution. Percentages for different metrics must not be added together.
Time before employee's response to guest request
6–25%Decreasing
This illustrative scenario assumes that 20-50% of waiting caused by missing information or unclear responsibility can be addressed. That share is assumed to fall by 30-50%. Company data is needed to verify both the addressable share and the resulting change.
Measure the minutes from the receipt of the request to the employee's confirmation that he has started executing it. Compare equal urgency requests at the same time of service.
Reservation transfer corrections
12–42%Decreasing
This illustrative scenario assumes that 30-60% of errors can be addressed through the data and rule checks described. That share is assumed to fall by 40-70%. Company data is needed to verify both the addressable share and the resulting change.
Counting reservations hand-corrected for a specific connection missed or false event.
Additional services revenue per stay
1–6%Increasing
In the example scenario, a more convenient choice of suitable additional services for the stay is associated with a value of 20-40% of the original indicator. For this part, a growth of 5-15% is anticipated, without other conditions changing.
The revenue of additional services after discounts and returns is divided by the number of guests that have taken place. Similar guest segments and seasons are compared, while checking the service margin.
Share of direct reservations
5–12%Increasing
Sample starting portion - 40%. Assumption: 20-40% of the remaining cases involve an awkward submission of a direct reservation; a solution would help resolve 15-20% of these cases.
The direct bookings made are divided by all bookings made. The transition from the intermediary channel is assessed together with the cost of the channel; the change in total demand is monitored separately.
Conditional calculation scenarios. The assumptions have not been validated against client measurements.
When this solution is relevant
- Guest reservations, payments and requests for additional services are handled on separate channels.
- Changes to the reservation do not reach all responsible teams in time, and the guest has to re-correct the information.
Project scope and implementation
The portal is based on the reservations, rates and occupancy of the accommodation system used. Standard integrations are used where they reliably transmit changes. Guest self-service is supplemented by specific service bookings and request workflows that the existing environment does not support.