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MODULE 9

Guest Experience, Concierge & Digital Services

Transform every guest interaction into a memorable experience. From AI-powered virtual concierge and mobile check-in to loyalty programs and reputation management, HANS Global puts the guest at the center of every decision.

Guest Communication Hub

Unified messaging across SMS, WhatsApp, email, and in-app chat.

Unified inbox: SMS, WhatsApp, email, in-app chat from one screen
AI-powered automated responses to FAQs (24/7 virtual concierge)
Pre-arrival messaging with personalized recommendations
In-stay messaging for service requests
Post-stay thank you and review solicitation messages
Multi-language messaging with auto-translation
SLA tracking for response time and resolution time
Staff assignment and escalation workflow for complex requests
Broadcast messaging to all in-house guests (emergency, promotions)
Sentiment analysis on incoming messages
Chat transcript linked to guest profile

Digital Check-In & Self-Service

Contactless arrival experience with mobile key and kiosk support.

Online pre-check-in (web or mobile, 24–48 hours before arrival)
Mobile key (BLE-based door lock integration)
Self-check-in kiosk with ID scan, credit card capture, and key encoding
QR code room access without key card
Digital registration card with e-signature on mobile
Remote check-out with folio review and approval on mobile
In-room tablet with hotel services, ordering, and local information
Smart TV integration (check-out, folio review, service requests, streaming)
Voice assistant in-room integration (Alexa, Google Assistant, custom)
Contactless payment options (Apple Pay, Google Pay, QR code pay)

Concierge & Ancillary Services

Digital concierge with local experiences and ancillary bookings.

Concierge request management (restaurant reservations, tours, transportation)
Local experience and activity catalog with online booking
Ground transportation management (airport transfers, car hire)
Rental equipment management (bicycles, water sports, sports gear)
Ticket and event booking desk
Childcare and babysitting service scheduling
Pet-friendly services and tracking
Business center services (printing, conferencing, shipping)
Floral and amenity arrangement requests
Romantic and celebration package setup workflow
Amenity delivery tracking (champagne, flowers, cakes)
Limousine and VIP arrival coordination
Luggage storage and porter dispatch tracking

Loyalty & Guest Retention

Multi-tier loyalty programs with points, rewards, and personalization.

Multi-tier loyalty program (Bronze, Silver, Gold, Platinum, etc.)
Points accrual rules: by room revenue, F&B spend, spa, retail
Bonus point promotions and double-point events
Points redemption for nights, upgrades, F&B, spa credits
Member-exclusive rates and inventory tiers
Loyalty digital wallet (points balance, history, certificates)
Rewards catalog (merchandise, experience, vouchers)
Birthday bonus and anniversary recognition triggers
Referral program management
Co-branded loyalty partnerships (airlines, car rental, credit cards)
Loyalty email/push notification campaigns
Churn risk scoring and win-back campaign triggers
Lifetime value (LTV) tracking per member
Member-only events and experiences

Reputation & Review Management

Centralized review aggregation with AI-assisted response workflows.

Automated post-stay review solicitation (TripAdvisor, Google, Booking.com)
Centralized review aggregation from all platforms
Review response workflow with templated and AI-assisted replies
Sentiment analysis and keyword trending from reviews
Review score benchmarking vs. comp set
Internal guest satisfaction survey (mid-stay and post-stay)
Department-level satisfaction scoring
NPS tracking and trend analysis
Alert on negative reviews for immediate service recovery
Social media monitoring integration

Ready to Transform Your Operations?

Schedule a personalized demo to see how Guest Experience, Concierge & Digital Services can elevate your property.

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