Predictive Analytics in Hospitality

Learn how hotels are using Kipsu to anticipate guest's future needs and determine overarching trends throughout their property.

November 29, 2017
Hotel Guest Service
Hotel Guest Messaging
Hospitality Highlight

Predictive analytics is an emerging buzzword capturing a lot of attention (and a lot of dollars). Everyone is eager to leverage the vast amount of data that is accumulating every day to anticipate and predict the future needs of consumers in every industry. Taking a step away from typical predictive analytics techniques such as big data mining, modeling, or internet tracking, Kipsu instead uses personal service and one-on-one interactions to boost guest satisfaction, retention, and brand loyalty.

What is predictive analytics and why is it important in the hospitality environment? Predictive analytics uses past data to predict trends, behavior patterns, and future needs. In hospitality, this means looking at requests, feedback, or information guests present during their stay, and employing that information to make policy changes to the hotel or even make changes on an individual basis for that guest during future stays. This simple acknowledgement of past requests can set properties miles apart from their competitors, while bringing the highest quality guest service to their patrons.

This simple acknowledgement of past requests can set properties miles apart from their competitors, while bringing the highest quality guest service to their patrons.

Kipsu makes this whole process easy by empowering administrators and managers to create a running archive of guest conversations and feedback. With this data readily available to pull and analyze at any time through its interface, Kipsu provides the necessary information to better understand your guests.

Information collected by Kipsu makes an impact on a guest-by-guest basis by keeping one continuous conversation between you and the guest from stay-to-stay. Take a look at these real examples found on Kipsu:

Kipsu example conversation on iphone
Kipsu example conversation version 2

One Kipsu property reported that by being able to see if a guest was a frequent spa user or if they loved a specific restaurant on-site, they had an opportunity to delight the guest upon check-in by asking if they would like to partake in these amenities. Not only does Kipsu help the property provide superior service, but it wows the guests when staff are able to recite prior preferences and cater their experience.

In addition to impacting the guest experience, Kipsu also helps detect trends on a property-wide level. Imagine that you could listen in on every conversation at your front desk and see what questions were asked most often of your team? With texting and digital messaging, this type of data collection is made simple by allowing you to export, sort, and analyze information on individual and mass conversations. For instance, a third of your guests over the last six months requested assistance with wifi. You would quickly realize that it is time to ensure more wifi signage is posted in the rooms or maybe even add it to roomkeys!

Kipsu captures every conversation your team has with guests and applies this information to make holistic improvements to the guest experience. Even small adjustments can make all the difference when it comes to hospitality. Kipsu gives you the power to make changes to your guest experience with confidence.

Since hospitality is such a competitive industry, the game has changed from not just providing service recovery, but preventing service recovery

The purpose of predictive analytics in hospitality is to be proactive rather than reactive. With Kipsu, hotels now have the chance to see past guest interactions and use this meaningful information to make the guest experience memorable for future visits to your property. Since hospitality is such a competitive industry, the game has changed from not just providing service recovery, but preventing service recovery. By seeing guest’s past requests and habits, you can better predict their future needs and show them superior service upon arrival--setting your hotel apart from the rest.

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