Resorts draw guests by providing access to luxury amenities. Hospitals cater to patients by offering speciality care. And universities boast extensive library systems for new students. Your property can have everything a visitor could want—but if they can’t find these services, they can’t have the ideal guest experience.
Large resorts, college campuses, and hospital systems all share something in common: they are spatially complex. They often have many buildings connected by long hallways, outdoor paths, and even bridges. This can be confusing and difficult to navigate, especially for new visitors.
Here’s the solution.
Properties that offer a digital wayfinding app give guests the tool they need to find the spa services and restaurants they want, the specialty care providers they need, and the campus facilities that will help them grow as a student.
Phunware’s Guest Intelligence Platform will improve every part of your guest’s experience through powerful location-based data, AI-driven personalization, and a digital map and guide that’s easy to download.
Technology that powers the optimal guest experience
Most properties have disconnected systems and data silos, making it almost impossible to understand your visitors and their needs. You won’t know if they stopped at a restaurant on the way to their facial at the spa. You’ll miss your chance to advertise tonight’s cultural event.
Phunware’s Guest Intelligence Platform offers a new operating layer for physical environments that eliminates these silos and gives you an end-to-end view of the entire guest experience.
Digital maps and directions
Signage is necessary, but when a guest is trying to navigate a 15-minute walk across a property to reach their destination, it’s not enough. They need a real-time map that uses a guest’s current location to create the ideal route.
But digital wayfinding is more than just a way to get guests from point A to point B. Phunware surfaces information about parking, shuttles, accessible routes, and compares indoor and outdoor routing options. The app can also make suggestions, like directing guests to another pool when one is too crowded or highlighting restaurants that are nearby after they’ve come back from a hike. Its intelligence helps meet guests where they are, when a human would otherwise not be able.
Location-based data
A digital map reveals how a property operates—even before people arrive. This can significantly simplify a visit to a hospital. When a patient has a scheduled surgery, they’ll want to get comfortable with the layout and services before they arrive. Is there a cafeteria in the building? What are visiting hours? Does the hospital provide transportation to physical therapy during their stay?
For incoming university students and future resort guests, Phunware helps them explore points of interest, build excitement, and plan their itinerary or study schedules by directly connecting them to facility websites and booking options.
AI Concierge
Where’s the pool? What time does the cafeteria open? Is there a shuttle service? These are common questions that, while not high-value interactions, need answers.
AI Concierge is a conversational interface built on the Phunware Guest Intelligence Platform and powered by a property-specific knowledge base. Guests can find out the answers to hundreds of questions before they leave their hotel room or arrive at the property, allowing front desk staff to focus on welcoming guests and helping with more complicated requests.
Improve revenue while elevating the guest experience
With this new level of insight, your property can improve ancillary revenue and streamline operations. Phunware also helps properties surface white space opportunities. Are resort guests frequently searching for room service or dining options past midnight? Do visitors want more shopping options? These insights can help you identify popular services and offerings to add to your property. Other benefits include:
1. Improve guest satisfaction
Booking an all-inclusive resort is exciting, but guests can quickly become frustrated when they struggle to navigate a large, multi-venue property. If their first interaction with your property is a confusing one (such as having trouble locating the hotel shuttle at the airport), guest satisfaction drops before they even check in.
At a hospital, parking in the wrong parking garage or getting lost in complicated corridors means patients show up late for important appointments.
On a college campus, students won’t use free tutoring services if they can’t find them because they’re hidden in a hard-to-reach basement library. Imagine how this confusion could be amplified for international students who might not yet feel confident asking others for help.
By removing these frictions, Phunware helps visitors avoid confusion, find the amenities they want to book, and get the most out of all that your property has to offer. This leads to higher guest satisfaction, better property reviews, and repeat visits.
2. Highlight hidden gem amenities
Marketing the right activities, to the right guests, at precisely the right moments is one of the key advantages of providing a dynamic wayfinding app. Without one, for example, a family searching for a pool cabana might not have realized that they could have reserved one in advance.
If guests don’t happen to stumble past the right physical signage, they miss out on entertainment like cultural shows, live music, and dance lessons. Informing guests of nearby amenities and services increases bookings and ancillary revenue that might have been left on the table otherwise.
3. Simplify staff operations
Digital wayfinding reduces the workload of hotel, university, and hospital staff by removing the time-consuming task of directing visitors to their destinations.
But live location pattern data collection can do more than just free up time. It helps staff identify where guests need more support during their stay, informing staff schedules and venue hours, improving signage, and streamlining staff operations.
It can also help bolster contingency plans when things go awry. For instance, imagine that your property is offering a cultural luau and banquet that is sold out. A tropical rainstorm sweeps through at precisely the wrong moment, and your staff rushes to move the event indoors. Luckily, the app sends out a push notification notifying guests of the location change without their having to step outside.
This is yet another example of how Phunware’s Guest Intelligence Platform offers much more in addition to its wayfinding solution.
4. Achieve end-to-end guest visibility
Your property management system (PMS) has room booking information. Your point of sale (POS) tool has a record of purchases. But without a unified platform, no one sees how each guest engaged with amenities across your property during their stay.
Phunware connects wayfinding with cross-property data intelligence to give properties an end-to-end view of guest data from first check-in to scuba expedition booking to shopping spree and, finally, checkout. These insights help tailor marketing campaigns and improve guest satisfaction.
See Phunware in action
Phunware’s Guest Intelligence Platform is not one-size-fits-all; it’s tailored specifically to your property’s requirements and business strategy. Schedule a strategy session today.
