Advanced Guest Management & Service Technology
Advanced strategies and technology for managing the guest experience.
- Price
- Consulting · from €3,750 per department
- Duration
- Depends on the departments
Guest information is usually collected and rarely used. We turn what your systems already know (preferences, history, spend) into recognition the guest can actually feel, and set the routines that keep it happening on their own. We work with the systems you have rather than recommending new ones.
The outcome
Guest information is put to work: preferences, history and spend become recognition and relevant offers rather than data sitting unused in the system.
Who we work with
This engagement involves:
- General managers who know the data is there and unused
- Front office and guest relations teams who hold the guest relationship
- Heads of department responsible for repeat guests
- Properties with a PMS full of profiles nobody reads
- Properties where recognition depends on one long-serving employee
What you have at the end
When we finish, your property has:
- A defined routine for what gets captured, by whom, and when
- Guest profiles that reach the floor instead of sitting in the system
- Recognition delivered consistently rather than by memory
- Relevant offers made at the right moment, without pressure
- Named ownership for data quality
- A review rhythm that keeps profiles accurate as guests return
What your team can do afterwards
Your team is able to:
- Capture a preference without interrupting the service
- Use what the system knows before the guest has to repeat it
- Recognise a returning guest without relying on one person's memory
- Offer what genuinely fits rather than what is being pushed
- Keep profiles accurate over time
Stage 01
We analyse
- What your systems already hold, and how much of it is accurate
- Where information stops before it reaches the guest
- Live service observed to see what the floor actually uses
- Which moments of recognition your guests already mention in reviews
Stage 02
We design the routines
- What gets captured, by whom, and at which moment
- How a preference travels from one department to the next
- Where recognition belongs in the arrival sequence
- How relevant offers are made without pressure
Stage 03
We refine them with you
- Tested against your actual system, not an ideal one
- Adjusted to the way your team already works
- Steps that will not survive a busy arrival removed
- Agreed with the departments that have to do it
Stage 04
We put them on the floor
- One-to-one with front office and guest relations, in live service
- Practised with real returning guests
- Corrected in the moment when information fails to reach the guest
- Covered across shifts, so recognition does not depend on who is on
Stage 05
We make them hold
- Named ownership for profile quality
- A review rhythm that keeps profiles accurate as guests return
- Heads of department shown what good looks like and how to check it
- The routine built into onboarding so a new starter inherits it
You'll see it in your own numbers
- Upsell conversion and upsell revenue per occupied room. Structured programmes typically add $15–40 per occupied room, and pre-arrival offers convert at 12–18% when properly targeted
- Ancillary revenue as a share of total, against an industry target of 20–30%; upselling can lift TRevPAR by up to 5%
- Repeat stays among recognised guests
We measure this
- Observed personalisation in live service: whether what the system knows actually reaches the guest
- Review comments citing recognition, being remembered, or an offer that genuinely fitted
What it won't fix:
Incomplete data. If guest profiles are thin or inaccurate, this trains a team to act on noise.
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €3,750 per department, not per person
The subject here is the department rather than the individual: from €3,750 for each department. It covers writing the standards, training the team to apply them every day and training heads of department to hold them. The final price depends on the size of the department: how many rooms, how many outlets, which services.
What these standards cover
We write the standards for what the guest sees and feels: how they are greeted, how a request is taken, how a problem is put right, how a departure is handled. We do not write or change your technical procedures: maintenance, safety, food hygiene, IT, accounting. Those stay exactly as they are.