Hospitality Experience Management – Drive Guest Loyalty and Operational Efficiency

Deliver unforgettable guest experiences with SMG

Every guest interaction, from the first marketing impression through check-out, shapes your brand reputation. Today’s customers expect personalized, seamless, and memorable experiences, and they share feedback quickly. However, rising expectations come at a time when operational constraints and staffing shortages make consistent service more challenging.

SMG’s Unified Experience Management® (UXM) approach blends real-time input from engaged customer communities with AI-powered insights and expert consulting, giving hospitality leaders a deeper understanding of guest needs and expectations. The result? Faster, smarter actions that elevate service, foster loyalty, and streamline operations.

Address hospitality’s biggest guest experience challenges

Challenges and how SMG helps address them:

Always-on communities provide customer input into service and marketing decisions.

Use AI-driven insights to enhance service experiences in real time.

Receive real-time alerts and resolve guest issues before they impact satisfaction.

Optimize staffing, streamline processes, and elevate service standards.

Equip teams with actionable data to deliver outstanding guest interactions.

Track how experience improvements directly impact revenue and brand perception.

Why traditional hospitality XM falls short

Most experience management platforms process guest feedback in delayed batch cycles, but hospitality brands need instant alerts to resolve issues while guests are still on property.

Most platforms don’t use the data they collect to provide deep, predictive insights that link guest sentiment to operational metrics, making it difficult to pinpoint improvement opportunities.

Without seamless integration among guest feedback, booking data, loyalty programs, and operational systems, hospitality brands struggle to optimize the guest experience holistically.

Drive hospitality market leadership through guest-centered innovation

Success in hospitality is all about forging deeper connections with guests. Our Unified Experience Management approach combines AI-driven analytics, real guest collaboration, and industry expertise to transform the hospitality experience.

Real-time guest sentiment tracking for proactive issue resolution
AI-powered demand forecasting to optimize staffing and resource allocation
Customer collaboration platforms to refine special offers and personalize guest engagement
Integrated loyalty program insights that improve retention strategies

Achieve measurable growth with SMG

Partnering with SMG empowers hospitality brands to:

Co-create with new offerings with always on-customer communities
Boost guest satisfaction scores by identifying and acting on key improvement areas
Increase guest loyalty through personalized service recovery and engagement
Improve operational efficiency by linking guest feedback to strategic decision-making
Elevate employee engagement with real-time feedback and AI-powered insights
Quantify UXM impact on revenue with advanced data modeling and predictive analytics

AI-powered insights uncover guest sentiment trends and highlight improvement opportunities.

Keep all your guest reviews, feedback, and satisfaction scores in one easy-to-track place.

Work with your most loyal guests to improve your services together.

Expert advisors help turn your data into meaningful improvements.

Create unforgettable hospitality experiences