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How Hotel Empathise Guest Experience

Posted By Tuhin Chakraborty, 07 October 2023.

  • Instay app
  • Smartphones features
  • Contactless services
  • guest satisfaction

In the dynamic and competitive world of hospitality, creating a memorable and exceptional guest experience is a paramount goal for hotels. At the heart of achieving this goal lies the art of empathy – the ability to understand, connect with, and cater to the diverse needs, preferences, and emotions of each guest. Empathizing with the guest experience goes beyond mere service provision; it is a conscious and genuine effort to step into the shoes of each individual, discern their desires, and anticipate their unspoken needs. This introduction delves into how hotels master the skill of empathizing with their guests, thereby forging not just transactions but lasting connections. From personalized interactions to intuitive service, let's explore how hotels transcend the ordinary and transform the guest experience through the power of empathy.

How Hotel Can Empathise with Guest Requirements

In today's fast-paced world, guest satisfaction is paramount for the success of any hotel. With the advent of technology, hotel apps have become a powerful tool for enhancing guest experiences. One crucial aspect that sets apart exceptional hotels is their ability to empathise with guest requirements and seamlessly follow through on their needs.

In this blog, we will explore how a hotel app can empathise with guest requirements and execute them to creating a truly memorable stay.


To empathize effectively, a hotel app must gather data from various touchpoints such as previous stays, surveys, and guest preferences. By analyzing this information, the app can gain valuable insights into individual requirements and tailor their experience accordingly. For instance, if a guest prefers a certain type of pillow or has dietary restrictions, the app should record and remember these details.


Empathy begins with communication. The app should interact with guests in a warm and personalized manner, addressing them by name and acknowledging their past interactions with the hotel. When a guest makes a reservation or interacts with the app, personalized messages can be sent to make them feel valued and understood


When a guest makes a request through the app, the follow-through process should be seamless. Acknowledges the request promptly and provides real-time updates on its status. The app can confirm the request, provide an estimated delivery time, and notify the guest


After a guest's stay, the app can send a personalized thank-you message and a link to a feedback survey. If the guest highlights an issue, the app can follow up with a sincere apology and an assurance of improvement.


The app should analyze feedback and data to identify areas of improvement continually. Whether it's enhancing room service options or refining the check-in process, the app's commitment to constant evolution reflects its dedication to guest satisfaction.

How Opus manages with "Hear Me" features

Using Opus, your smartphone becomes a powerful tool to communicate your desires. Simply scan the QR Code in your room, and instantly gain control over your stay. Adjust room settings, request services, and make reservations with a few taps. Whether you're seeking information, have a special request, or need assistance, we're here – ready to listen and respond promptly.

"Hear Me" also means personalized recommendations that resonate with your interests. And if something isn't up to your standards, we're here to address it transparently, showing that we're listening to your concerns and dedicated to making things right.

WHAT Modern travelers demand

Journey Mobile

Knowing your guests is foundational requirement to deliver next generation of customer experience

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We Help business in consulting, development, implementation, integration, training and post-sale support, we offer end to end services, our teams are ready to assist you with your hospitality environments

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  • Customization: 80 -20 rule. On average to achieve a good fit 20 % of customization is required when acquiring new applications.
  • IT Personal: Internal team buy in is extremely important while acquiring a new application. Without that chances are the project would fail.
  • Maintenance: Appropriate amount of maintenance should be factored in which can be progressively reduced as skill level grows within the team.
  • Training: New tools require training for all stake holders who are going to get affected directly or indirectly by the new application.
  • Implementation: Implementation should be staggered following a CI/CD philosophy as oppose to a big bang change.
  • Hardware: New generation applications efficiency and productivity relies on new generation hardware too. Not upgrading underlying hardware across the application echo system might adversely effect gains from adopting new application.