Scalable Guest Management and Analytics Platform for Hospitality Venues

The client currently faces difficulties in managing guest waitlists, reservations, and service workflows efficiently. The existing system lacks scalability, real-time communication capabilities, and comprehensive analytics, leading to increased wait times, customer dissatisfaction, and limited operational insights. These issues hinder the ability to optimize customer experience and operational efficiency as the venue expands.

A mid-sized hospitality chain seeking an efficient digital guest management system to streamline waitlisting, reservations, and service analytics.

• Develop a scalable, real-time guest management system leveraging mobile device technology to replace outdated or costly paging solutions.
• Enable guests to join waitlists, make reservations, and manage bookings seamlessly through web and SMS interfaces.
• Implement automated messaging notifications for upcoming reservations and waitlist updates to improve guest engagement.
• Create an administrative dashboard allowing venues to create and manage guest profiles, subscriptions, and plans with high customization options.
• Deliver robust analytics and reporting features to monitor peak hours, wait times, service delivery times, and customer flow patterns.
• Transition the system architecture from legacy technologies to modern frameworks to improve performance, maintainability, and future scalability.
• Allow flexible subscription and plan management, including different tiers for various business sizes and types.

• Guest onboarding and profile creation with line management functionalities
• Join waitlist and reservation capabilities via web, SMS, and direct links
• Automated SMS alerts for upcoming bookings and waitlist status updates
• Subscription plan management allowing users to select and switch plans dynamically
• Admin panel for managing guest data, subscription types, and service options
• Analytics dashboard with insights into peak hours, average wait times, and guest flow patterns
• Real-time communication across platforms via WebSocket protocols
• Enhanced UI with modern design and a dark mode option for improved user accessibility

• SMS messaging service provider for guest notifications
• Subscription management/payment gateway for flexible plan options
• Analytics and reporting tools for data visualization
• Authentication systems for guest and admin access

• System should support user volume growth from small venues to large venues with thousands of concurrent users.
• Performance targets to ensure real-time updates with minimal latency.
• High system availability with 99.9% uptime to prevent operational disruptions.
• Data accuracy during migration from legacy systems, with manual schema mapping ensuring integrity.
• Security protocols to protect guest data and subscription information.

The new platform aims to significantly improve guest wait times, operational workflows, and guest satisfaction. Expected outcomes include enhanced scalability supporting larger venues, increased user engagement via self-service plan management, and more actionable analytics leading to better resource allocation. The system is projected to support increased capacity and data accuracy, ultimately driving higher customer retention and operational efficiency.