A real frustration we had with our own venues was that our properties, like yours, had so many guests moving through their restaurants, lounges and function spaces that we started to ask, “Who are these unknown customers and how do we offer them a great experience?”

We asked ourselves "How do we gather guest intelligence before the guests arrive?"

Knowing the 'Pescatarian' ahead of time, is important for that one guest. But preferences on wine or diet during Kitchen's planning meetings for an upcoming Event, can have a huge impact on efficiency of sourcing, reducing wastage on the day of service, and, of course, delighting each guest too.

Which, if you’ve found us, may sound familiar?

PMS and CRS systems capture the Booking Guest identity; but not always the additional Companion Sleepers sharing the same room booking.

What about Day Guests who don't even sleep onsite? People attending a large meeting or wedding event have dietary requirements too!

Rose Hospitality has developed effective ways to reach all people expected onsite - to gather preferences on food, drinks, music, transport logistics and more; even before they arrive.

Unpacking preferences for guests attending Meetings and Events (M&E) delivers valuable insights and opportunities to grow the Revenue Per Available Person (REVPAP), beyond traditional metrics of  Revenue Per Available Room (REVPAR).

Hospitality software is capturing a mass of emails and mobile numbers. From wi-fi logins, imperfect PMS bookings, and deployed within the "legitimate GDPR window" where personal information is used to deliver a product or service: in this case visiting a venue.

After the event, personal data should be deleted, unless the guest individually "opts-in" to a service that declares it specific purpose of use at the point of opt-in.

How up-to-date are you in cleansing data from your systems, or recognising the GDPR status of guest profiles enriching your CRM (Customer Relationship Management) ?

At Rose Hospitality we supply "on demand" guest profiles straight into staff apps. We have a Rose Hospitality API micro-service guest intelligence platform which audits date, time, venue, questions and answers by guest ID.

Some Venue IDs can cross-share information, others cannot.

What is clear are the large penalties for getting GDPR wrong  (upto 10% annual revenue fines). Privacy rules vary across the globe, and a guest's nationality impacts the jurisdiction of rules applied, not just the country in which they are visiting your venue.

Storing large amounts of stale guest profiles in your own databases may be a risk too far.

Rose Hospitality has a solution for "guest intelligence" delivered "on demand" in real-time. We have used our own venues and operations to develop and test our systems, in our goal to be 'Smarter By Design' with 'fresh-from-guest' intelligence, as a service.