Guestpedia offers several key benefits: Unified Guest Profiles: By consolidating fragmented data, Guestpedia ensures we recognize guests like Caroline, regardless of how or where they booked. Personalized Engagement: With insights into guest preferences, such as Caroline’s feather-free room request or favorite spa, we can tailor offers, promotions, and services to her. Proactive Guest Recovery: Through GReAT, Guestpedia helps identify areas for improvement, transforming potential issues into opportunities for delight. Enhanced Loyalty: By recognizing repeat guests and offering personalized promotions, Guestpedia strengthens loyalty and encourages direct bookings. Guestpedia is not just a tool; it’s a game-changer in how we engage guests. By integrating data across platforms and utilizing AI, Shangri-La is redefining personalized service and positioning itself as a leader in luxury hospitality. For guests like Caroline, who expect more than generic experiences, Guestpedia allows us to surprise and delight them, turning stays into unforgettable memories. However, if we fail to embrace Guestpedia fully — by updating profiles and leveraging the insights it offers — we risk missing the opportunity to create transformative experiences. The future of hospitality is here, and it’s up to each of us to make the most of it. Let’s ensure Guestpedia is not just a tool, but a key part of our strategy to turn data into delight and moments into lasting memories. Together, we can shape an extraordinary future for Shangri-La and our guests.
Meet Caroline Brettell, a frequent traveler who has stayed at Shangri-La Hotels and Resorts in Oman, Paris, and Abu Dhabi, and also takes leisure trips with her spouse and dog. Caroline’s profile fits the ideal guest for direct bookings, perhaps for her next trip to Dubai or London. However, there’s a major issue: we struggle to recognize Caroline as a returning guest. Why? Her profile is fragmented across various systems. Caroline booked a trip through an Online Travel Agency (OTA), used a nickname "Carol" on another booking, and entered a typo in her email address during her stay. These inconsistencies led to the creation of multiple profiles in Shangri-La's OPMS and Book360, and despite basic "merge functionality," these systems struggle to consolidate guest data effectively. Understanding guests deeply is key to engaging them meaningfully. With Shangri-La handling over 100K guests annually, relying on traditional OPMS systems is no longer sufficient. Modern travelers interact with a variety of digital platforms — from booking websites to messaging apps — generating valuable data. Yet, without an integrated system, this data remains fragmented. Enter Guestpedia, a transformative guest data platform that unifies every touchpoint in a guest’s journey. Guestpedia connects OPMS, Book360, Service360, GReAT (Guest Recovery Experience Action Tool), Book4Time, F&B systems, and global connectivity across all Shangri-La properties, providing a 360-degree view of each guest.
THE FUTURE OF GUEST EXPERIENCES WITH GUESTPEDIA
BY ASSEM MOUSTAFA AMIN
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