In this infographic, learn how to deliver a personalized guest experience and improve hotel performance.

1. Hospitality
The Avaya Hospitality Guest Life Cycle
Delivering a Personalized Guest Experience
and Improving Hotel Performance
lan
ip P ning
Tr
p artur
Arrival
De
e
O
n-p
ro p e r
ty
Guest Life Cycle
In the guest life cycle, here are
some important things to know.
TRIP PLANNING
ARRIVAL
80%
74%
ON-PROPERTY
DEPARTURE
#1
98%
of U.S. online travelers
are active on social
networks.2
cite impersonal
treatment during their
stay as a top peeve.3
top gripe for hotel
guests: lack of Internet
access.4
share positive hotel
experiences with friends
and family.3
Solution:
Connect with guests
as they search the
Internet and read
blogs and reviews.
Solution:
Know your guests'
preferences, so you
can greet them with
a personal touch.
Solution:
Cater to guests' specific
needs with fast WiFi
and apps to access
hotel amenities.
Solution:
Send personalized
thank-you notes, hotel
bills, and promotions
to guests' devices.
“Customer engagement technologies are contributing to guest loyalty,
differentiation, competitive advantage, and bottom line.”1
Avaya at Your Service …
Avaya works with hospitality groups around the world to help them use communications to
differentiate their properties in today’s expanding, competitive marketplace.
Let us serve you with:
• Multichannel contact centers that cater to unique guest needs and build loyalty.
• Integrated property management systems to streamline guest services.
• Mobile applications that keep hotel amenities at guests’ fingertips.
• Video conferencing capabilities that generate room and conference revenue.
• Mobile connections that free staff to respond to guests more efficiently.
• Simple, scalable networking infrastructures that reduce costs.
• Cloud solutions that drive efficiencies across multiple properties.
Learn more at avaya.com/hospitality.
(1) Tech in Hospitality. (2) phocuswright.com/socialmedia. (3) Experience Radar 2012, PWC. (4) "2013 North America Hotel Guest
Satisfaction Index Study," J.D. Power.