FULL GUEST CYCLE — APPLICATION FRAMEWORK

Guest Lifecycle Stages

Application should support the entire journey:

 Dreaming & Discovery  Stay & Experience Management

 Pre-Booking Research  Food & Beverage & Extras
 Booking & Confirmation  Billing & Check-Out
 Pre-Arrival Engagement  Feedback & Loyalty
 Arrival & Check-In  Re-Engagement & Retention

Important Features to be part of the framework

SYSTEM ARCHITECTURE

Presentation Layer (Guest & Staff Interfaces)

Front-End Touchpoints:

Guest-Facing

 Website Booking Engine

 Mobile Application for guest journey
 Chat Bots
 Kiosk for self-Check-In
 Digital Room Guide and Room Show-round
 Guest Portal (QR-based synchronized with PMS Reservation System)
 Loyalty Program Dashboard
 Feedback System and Experience Review

Staff-Facing

 Front Office Dashboard

 Housekeeping App
 Maintenance App
 Kitchen & F&B Ordering App
 Admin Console (Revenue, HR, Master Data)
 Shift Duty Dashboard
 Report & Analytics Consoles
Application Layer (Core Business Modules)

A. Customer & Reservation Management (CRS + PMS)

 Multi-Property Reservation Engine

 Room Inventory Control
 Availability Calendar
 OTA Integration ([Link], Airbnb etc.)
 Rate & Package Management
 Room Assignment
 Waitlist Handling & Room Progress Status
 Overbooking Controls and Reservation Cap on system
 Corporate & Group Booking Support, rate code and guest code generation.

B. Front Office Operations

 Guest Profile Database (Single Guest View based on the room inventory & Booking
Name)
 ID & Document Capture Express Self Check in System
 Digital Registration Cards and E- Signature linked with Digi Yatra Portal if possible
 Check-in / Check-out workflows, from bill posting of each unit to individual posting just
like E-Commerce content adding items in cart and settling the payments on the spot.
 Upgrade & Upsell Engine on services and traffic structure based on rate code fluctuating
in the application
 No-Show Management, Pre Authorization of Card and reg-card detailing with feature to
block amounts on credit cards of the guest or UPI bank account freeze feature
 Cancellation Handling as per business cancelation regulation and immediate refundable
amount through NEFT/RTGS. Auto feature
 Night Audit Module for Automatic Audit and rate code checks
 Shift Management & Logs with regards to Guest Traces & Service acceptance report
 Lost & Found Tracking, feature to raise the ticket and acknowledgment of
interdepartmental connectivity.

C. Pre-Arrival & Guest Engagement

 Automated Welcome Emails / WhatsApp note / SMS Feature

 Check-in Link Prior to Arrival with regards to confirmation details of the guest
 Airport Pickup Request or cab booking feature
 Room Preference Capture
 Upsell Offers (Spa / Dining / Activities)
 Chat Support & Self handling UI feature
 Payment Link Sharing and UPI Payment receipt generator
D. In-Stay Experience Management

 Digital Concierge with tie ups with Cloud kitchen, Cab Drivers, Tour guides & Medical
Support
 Room Service Ordering [IRD System]
 Spa & Facility Reservations of each and every property feature in one dashboard
 Guest Messaging Hub, inter room connecting request
 Complaint & Request Tracking, feature of raising tickets by the guest and staff to
address the glitch raised by concerned guest.
 Incident Management tracking of each and every record glitch and resolution update in
real-time support through single application
 Daily Activity Scheduling, request to raise room cleaning ticket or refilling amenities
request.
 Local Tours & Experiences linked to concierge portal
 Minibar Automation with bar code or QR code scanner to scan and take any deliverable.

E. Housekeeping & Maintenance

 Room Status Dashboard for internal usage and handling8 guest request for room
division
 Cleaning Schedules and acknowledging guest preferences for room sanitization
 Turn-Down Requests enabler
 Laundry Status and billing feature
 Maintenance Ticketing System for PPM & AMC schedule
 AMC Tracker
 Inventory & Linen Tracking on number of linen linked with available stock, circulation
and in use stock and dead stock
 Inspection Checklist for changing room status and room inspection
 Productivity Metrics for scheduling and organizing credits to each and every on floor
request handler of the guest.

F. F&B & POS Integration

 Restaurant POS check in and check out feature for Non Residents & In House Guest
 Menu Management and portion control feature
 Kitchen Display System with digital KOT’s and amendments like QSR delivery system
 Buffet Control System
 Promotions & Happy Hour Rules
 Banquet Booking & Event Management
 Menu Engineering Insights
G. Billing, Payments & Accounts

 Room + POS Folio Consolidation and cross charges feature, internal settlement in Cost
Prices & External Posting in Selling Prices
 Split Billing for multiple guest folio, B2B invoices & D2C Invoices
 Corporate & TA Billing based on generated contract.
 Pre-Authorization and Amount blocking feature in forex & credit cards
 Multi-Currency Support with Forex Trade and internal settlement feature
 GST/Tax Rules compliance
 Integration to Finance Enterprises Resources Planning
 Refund Handling and allowance feature
 Aging Receivables and payables tracker with regards to ledger folio & credit folio

H. CRM, Loyalty & Marketing

 Guest Segmentation and data creating dashboard

 Stay History and guest profile generator
 Membership Tiers and loyalty program feature
 Reward Engine and point based on expenditure and nights stayed
 Targeted Campaigns and marketing portal
 Referral Programs and internal scheme to develop inventory engine
 Email & SMS Automation with card feature
 Net Performer Score & Feedback mechanism
 Guest Sentiment Dashboard and review system

I. HR & Workforce Management

 Roster & Shift Planning for team members

 Biometric / Attendance Sync with proximity
 Payroll Integration with GPS tracking and working hours monitoring
 Training & SOP Access Portal for L&D scheme
 Performance Tracking and Evaluation Systems
 Attrition Analytics and HR Metrics

J. Procurement & Inventory

 Vendor Management AND Quotation Reviewer

 Purchase Requests & Approvals flow of organization
 Good Receive Notes with Quality Check & Control
 Stock Issue & Consumption report
 Par Stock Controls & Inventory management
 Food Costing and CP posting feature
 AMC and Contract Registry with quotation receivables
K. Revenue & Yield Management

 Dynamic Pricing Engine with inventory based rate code optimizer

 Demand Forecasting and Revenue Forecast of COMSET
 Competitor Rate Scraping and Best Available Rate generator
 Channel Optimization
 Rate Parity Monitoring
 Business on Books Dashboard
 RevPAR / ADR / ARR Analytics

L. Compliance & Security

 Audit Trail internal Audi & External Audits

 GDPR / Data Privacy Controls
 Role-Based Access
 Fire Safety Logbooks
 Licensing Tracker
 Statutory HR Compliance documents and tool kit

Data & Integration Layer

Core Databases

 Guest Master
 Booking Master
 Room Inventory Master
 Employee Master
 Vendor & Contract Master
 Finance & Ledger Data Base
 Ticketing Data Base
 Activity & Log Data Base

APIs & Integrations

 Channel Managers  Key Cards

 OTAs  Wi-Fi Authentication
 Payment Gateways  IVR / Telephony
 POS  CCTV & IoT
 Accounting Software  Chabot’s
 Door Locks  WhatsApp Business API
Analytics & Intelligence Layer

Real-Time Dashboards

 Occupancy  Complaint Categories

 ADR / RevPAR  Housekeeping Productivity
 GOP Margin  Payroll Cost & Revenue
 Channel Contribution  Food Cost %
 Guest Satisfaction  Maintenance Downtime

AI & Automation Ideas

 Demand Forecasting  Smart Routing Guest Complaints

 Price Optimization  No-show prediction
 Churn Prediction  Workforce load balancing

KEY DIFFERENTIATORS FOR YOUR PLATFORM

 Unified Guest Profile

 360° Operations View
 Automation Everywhere
 OTA + POS + Finance + HR Integrated
 Mobile-First
 Scalable for Multi-Property
 Strong Analytics Core