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As hotels continue to adapt to the evolving expectations of modern travelers, one thing is clear: communication is at the heart of every great guest experience. In the latest session of the TECH Matchmaker Webinar Series, ExploreTECH brought together three leading technology providers to explore how hotels can enhance guest communication—from pre-arrival to post-stay—using intelligent platforms, seamless interfaces, and data-driven strategies.
Here’s a look at the standout insights from the session “Elevating Guest Communication & Experience.”
dailypoint® – Personalization powered by data
Presented by Saman Nakhdjavani, Vice President – GCC
Saman Nakhdjavani introduced dailypoint® as a comprehensive CRM and central data platform that helps hotels unify fragmented data and transform it into personalized guest engagement. At the center is the Central Guest Profile, built by connecting guest data across PMS, POS, spa, booking channels, and more.
Key features include:
· AI-Powered Profile Snapshots to give front desk staff real-time guest insights.
· Guest Labels that track preferences and behaviors for customized service.
· Smart Lists & Campaign Manager to enable precise, automated marketing.
· Integrated WhatsApp Messaging for timely, direct communication during stays.
· Dynamic Feedback Tools that inform both public reviews and internal operations.
“To truly elevate the guest experience, a data-driven approach is essential,” said Nakhdjavani. “It’s about recognizing interests, understanding preferences, and building meaningful connections.”
Stayntouch – Modern PMS for seamless guest journeys
Presented by Jeff Down, Head of Sales EMEA
Jeff Down highlighted how a next-generation PMS like Stayntouch can act as the command center for enhanced guest experiences—connecting everything from check-in kiosks to mobile messaging.
Key takeaways:
· From "Spaghetti" to Simplicity: API-based architecture replaces clunky, fragmented systems.
· Unified Communication across devices, channels, and teams.
· Integrated CRM Access supports pre-arrival personalization and upsell strategies.
· Self-Service Tools like mobile check-in and AI chat reduce front desk strain.
·
Tangible
Outcomes, including:
• 15 minutes saved per booking
• 95% of questions handled by AI
• 92% guest satisfaction
• Boosted upsell conversions
“It’s about using technology to move faster without losing the human touch,” Jeff shared, reflecting on how even a simple act of recognition can leave a lasting impression.
SuitePad – Redefining the in-room experience
Presented by Miltos Karatzimas, Director of Key Accounts
Miltos Karatzimas introduced SuitePad, the world’s leading provider of in-room tablets, as a digital concierge that modernizes guest engagement while increasing in-stay revenue. Their all-in-one tablets replace outdated directories, phones, and TV remotes with a sleek, intuitive platform.
Highlights include:
· Hardware-Free Investment: No upfront cost—SuitePad earns only if the hotel does.
· Six-Month Pilot Programs to test value and ROI with minimal risk.
· App-Free Simplicity: No downloads needed, ideal for on-property convenience.
· Fully Integrated Controls for room service, maintenance requests, spa bookings, and more.
· Smart Analytics to track guest behavior, identify trends, and refine upselling.
· Custom Layouts & AI Concierge for branded, localized guest experiences.
“When it comes to in-stay engagement, simplicity and proactivity win. Make it easy, and guests will respond,” said Miltos.
Closing reflections: What really matters to today’s guests?
As the session wrapped up, moderator Vicky Varfis asked each panelist to share one key insight that stands out in the guest journey:
· Saman (dailypoint®) emphasized the shift to messaging platforms like WhatsApp in the GCC and the importance of guest recognition.
· Jeff (Stayntouch) underscored the power of seamless personalization—citing a first-stay upgrade as a moment that created lifelong loyalty.
· Miltos (SuitePad) focused on enabling guests to easily communicate needs in real-time, especially during the stay, to increase satisfaction and service recovery speed.
“Our guests are our ambassadors,” Vicky concluded. “Every interaction is an opportunity to impress—and technology should help us seize that moment.”
Watch this space
The full recording of Elevating Guest Communication & Experience will be made available shortly. Stay tuned for the replay link and more insights from upcoming sessions in the TECH Matchmaker Webinar Series—your trusted guide to smarter tech investments for 2025 and beyond.
