Hospitality Data Analytics
Guest experience measured in one place
Centralise, automate and manage your customer care and communications in a single powerful platform.
The Power of Data Analytics for Hotels
Analyse results and metrics
Access reports and metrics easily to see how the chatbot is helping you manage guest queries. Make data-driven decisions to improve your customer care, optimise your teamwork and boost productivity.
Explore how HiJiffy’s intuitive reports can fuel your hotel intelligence.
Centralise ticketing system
Keep a clear overview of all customer queries in one inbox, regardless of the original channel, like social media or messaging apps.
Navigate through status tabs to track ticket progression, manage them with one click, and reply directly to messages.
Assign agents, add notes and tags to guests’ user profiles, and remove language barriers thanks to automatic translations.
Use AI-powered insights to manage guest queries
Get access to the most advanced artificial intelligence optimised for hospitality. Use innovative tools like sentiment analysis, generative AI and more to enhance your guests’ experience and support your hotel teams.
Interested in enhacing your hotel intelligence with AI?
Let us show you what it can look like for your hotels.
HiJiffy features include:
Unified omnichannel inbox
A one-stop solution for streamlining messages from the website chat and different social media and messaging apps, such as WhatsApp, Facebook Messenger, Instagram, Telegram, WeChat, Google My Business, as well as SMS and email.
Performance reports
Find opportunities for optimisation by easily accessing and browsing data, including conversion rate, number of conversations, automation rate, number of direct bookings, and CSAT score.
Assigning agents
Manage and distribute tasks across your team with one click.
User profile customisation
Add tags and notes to user profiles for segmentation and personalisation purposes.
Clear inbox tabs navigation
Jump directly to messages that need your attention thanks to intuitive tabs in the inbox.
Canned responses
Save time answering personalised questions by using pre-filled responses.
Integrated centralised ticketing system
Track the progress of any inquiry from start to close.
Individual agent metrics
Manage and support your team better thanks to insights into individual agents’ performance.
Sentiment analysis
Get an emoji representing the sentiment in each conversation to prioritise them accordingly.
Inbox messages prioritisation
Set a priority for individual conversations to communicate urgency to the rest of your team.
Automated translations
Automatic translation into 130+ languages to remove language barriers.
Conversation filters
Filter conversations per channel, type of request, and more.
Set a schedule by property
Define individual schedules for each property to adjust automation accordingly.
Prompts for FAQ answers improvement
The Console will identify and bring to your attention FAQs answers that require new or further development.
Hospitality Data Analytics: FAQ
What are some examples of insightful hospitality data analytics?
Every hotel operates with a huge amount of data. By collecting and analysing this data, a range of insights can be generated. Sometimes, data can have a value beyond its original purpose. Hospitality data analytics software analyses various data sources to bring out the most useful insights for hotel managers.
For example, the data of a single guest could perhaps help your business in the future as you may record their preferences: favourite room type, usual early arrival, opting for a digital check-in, and services they tend to book. You can create a special personalised offer for the guest and boost their satisfaction while increasing upselling opportunities.
What is more, this data may also be added to a wider-reaching data pool that presents you with a projection of the hotel’s busiest times. Some of these may be due to situations you are unaware of, such as a local event or conference in the area. This will enable you to prepare for busy times by stocking up supplies and ensuring you have extra staff on hand, and also market special offers for those dates you can predict the hotel will have more vacancies.
It is not simply about the guests and bookings, though. Analysis of maintenance issues could highlight repeated problems that need investigating. For instance, if the light bulb in room 27 has been replaced three times in the last week, it is likely there is an underlying electrical fault that needs repairing. In a large hotel, these small issues can often be overlooked, but with good hospitality data analytics, such insights can be automatically brought to your attention.
How can hoteliers benefit from analysing hotel data?
By analysing hotel data, managers can benefit in many ways. It will help them to accurately target marketing campaigns and give feedback on the effectiveness of advertising initiatives. Data analysis can also be used to compare your hotel rates with those at other establishments to ensure you remain competitive yet not under-priced.
Hotel guest data can be gathered to discover how well you are serving your guests, which services are requested and used most often, and what makes your guests happy. For instance, you may find that your gym is never more than 50% full, but reception often gets asked if you have a sauna. With this information, you know that a plan to convert some of the gym space into a sauna would likely be beneficial.
What prevents hotel managers from engaging more in hospitality data analytics?
There are many reasons why hotel managers fail to engage with data analytics. One reason is a perceived lack of necessary technical skills or time. Initial training in the use of hospitality data analysis software is important to empower staff with confidence to make the most of it and get value for the time invested in this activity.
It is important to choose a good hotel data analytics system from the start and ensure it integrates with all your other hotel systems. By presenting some real-world examples to your team and highlighting the advantages for the future, you can ensure that everyone is on board and will more readily invest the time it takes to become familiar with the system.
Why is hotel intelligence important in the hospitality industry?
The hotel industry is highly competitive. It is likely there are dozens of other hotels in close proximity to your own. How do you set your hotel apart, to ensure that customers choose your establishment over that of your competition? You can offer amazing facilities, hire the best chefs for your restaurant, and ensure your staff is highly trained, but other hotels in the area will make similar efforts.
To truly gain an advantage, hotel managers need meaningful and actionable insights to make improvements and offer the best services, all at a competitive price, without adversely affecting revenue. That is why hotel intelligence is vital within the hospitality industry.
What are the biggest challenges of implementing hotel intelligence?
Perhaps the biggest challenge with implementing hotel intelligence is ensuring that your hotel intelligence software is properly integrated with your existing systems so that it can obtain all the data it needs to be most useful.
Also, the quality of the data in your system will determine the quality of the intelligence generated in your reports. You should look for solutions that can do the most laborious tasks for you (especially considering the ongoing staff shortages in hospitality), ideally powered by artificial intelligence.
If you are considering introducing new smart technology tools, read our guide to onboarding hotel teams to AI.
What are the benefits of using hotel intelligence?
The benefits of using hotel intelligence will differ from hotel to hotel, but some benefits are useful across the board:
Taking out the guesswork from your pricing structure
By gathering and collating data using hotel intelligence, you can compare room rates with your competitors and optimise your pricing. This is based not only on this data but also on supply and demand, which can be forecast using the hotel intelligence data. In essence, hotel intelligence goes a long way toward eliminating guesswork. You can make accurate predictions and act accordingly.
Saving time and effort
Hotel intelligence should be able to generate clear reports showing the facts you need to take action. No more scrutinising complicated spreadsheets for the information you need.
Making the right choice when selecting new partnerships
Additionally, hotel intelligence can be used to determine the best third-party businesses to partner with. A partnership with a complementary business, such as a taxi company, or an excursion operator can be beneficial if done right, but detrimental if you fail to choose the right partner and your guests are let down by a business you have recommended to them.
