Digital guest experience
We design the guest journey across the website, messages, a guest app or web app and the property's own systems — so the guest sees one service and staff see requests in the systems they already use.
Business challenges
- Guests asked for the same details several times
- Requests made by phone and forgotten
- Feedback collected after the guest has left
- Messages sent without the guest's consent
Who it is for
- Hotels and hotel groups
- Resorts and tourist villages
- Boutique hotels and serviced apartments
- Restaurant groups and tourist restaurants
Main capabilities
Pre-arrival
Confirmation, preferences and arrival details collected once.
Mobile check-in
Where the PMS and local regulations allow it.
In-stay requests
Housekeeping, maintenance and service requests routed to the right team.
Feedback and complaints
Collected during the stay, tracked to resolution.
Guest profiles
Preferences and history with access limited by role.
Consent-based messaging
Pre-arrival and post-stay messages only to guests who agreed.
What changes
- Guests give their details once
- Every request has an owner and a status
- Issues resolved while the guest is still there
- Messages that respect each guest's choices
Expected results depend on each property's starting point; we measure them with you instead of promising figures.
Integrations
- PMS
- E-mail, SMS and WhatsApp providers
- Guest Wi-Fi and identity
- CRM
Each provider is connected only after its API, test environment and terms are verified.
Implementation approach
01
Assess
We review your properties or outlets, the systems you already use and how your teams work.
02
Design
We agree the scope, the architecture and every integration before anything is built or bought.
03
Verify integrations
Each provider's API, test environment and terms are confirmed first; nothing is assumed.
04
Configure and build
Configuration, integration and any custom work in a test environment you can review.
05
Test and train
User acceptance testing with your team, then role-based training in Arabic and English.
06
Go live and support
A planned go-live, a hypercare period and a clear handover to ongoing support.
Service and support options
Implementation only
We deliver and hand over; your team runs the system.
Support and maintenance
Agreed support hours, response targets and updates, written into the contract.
Managed service
We operate and monitor the solution for you on a monthly basis.
Training
Courses for front office, restaurant, IT and management teams through our training platform.
Related work
- Smart Hotels programme
In development
ITechPro's suite for connected hotels: a hotel management system, a guest management system with a guest app, and the integration layer that ties them to channels, payments and analytics.