What does it imply to be really guest-centric? For many years or longer, the hospitality {industry} has talked about visitor expertise as a high precedence. However while you look beneath the hood of lots of the programs and metrics that hoteliers depend on, the main target is on rooms and reservations.
It’s unattainable to be really guest-focused in case you measure success by this slender means, somewhat than a extra rounded method with visitors on the core.
Nevertheless, this philosophy is lastly altering. Properties that put visitors on the coronary heart of their enterprise are seeing transformational outcomes.
A system constructed across the visitor, not the room
When Mews was based greater than a decade in the past, it was clear that not one of the current programs prioritized what mattered most: the visitor expertise. So, we constructed a brand new sort of PMS. Not one centered round reservations and rooms, however one centered round folks.
As an alternative of treating the room because the central knowledge level, Mews makes use of structure that locations the visitor profile on the coronary heart of the whole lot. That straightforward shift has had a profound influence.
Immediately, guest-centric design means extra than simply higher service. It allows smarter know-how, richer knowledge and extra significant income. It permits us to maneuver past the industry-standard RevPAR (income per out there room) and embrace a way more highly effective metric: RevPAG, or income per out there visitor.
Why RevPAR is not sufficient
RevPAR will all the time have a task in hospitality. It offers us a useful snapshot of how effectively a resort is monetizing its rooms. However that’s the important thing limitation: it solely tells you ways effectively you’re promoting this one particular factor. It doesn’t let you know how effectively you’re partaking your visitors as soon as they arrive.
You may beat your comp set on RevPAR and nonetheless depart large quantities of income on the desk, by lacking out on spa bookings, restaurant spend, parking, or different ancillary companies. From an proprietor or investor perspective, that’s a missed alternative to unlock the complete worth of every visitor.
What makes RevPAG such a beneficial metric?
RevPAG measures the full income generated per visitor – not simply from the room, however from each touchpoint throughout the property. And in case your PMS is agile and unified (like Mews) that knowledge is captured in actual time and made actionable.
The calculation is straightforward: whole income from all retailers (rooms, F&B, spa, parking, you title it), divided by the variety of visitors staying over a given interval. The end result? A a lot clearer image of how effectively your crew is serving, partaking and monetizing every visitor.
And in contrast to RevPAR, RevPAG instantly connects to the issues that drive loyalty and long-term worth.
The information is obvious: personalization drives income
We’ve all felt that friction when a resort asks, “Have you ever stayed with us earlier than?” and the reply is sure. When the system doesn’t know, that second is awkward for visitors and irritating for groups.
It’s additionally pointless. Trendy tech ought to empower workers to acknowledge returning visitors, perceive preferences, and create personalised moments that drive satisfaction and spend. Don’t simply take our phrase for it:
- 76% of visitors say they get annoyed when personalization is missing (McKinsey)
- Lodges that use visitor knowledge for personalised experiences see a 15% uplift in income (Boston Consultancy Group)
- Personalised loyalty packages improve the probabilities of a repeat reserving by as much as 30%
- Buying a brand new visitor prices 5x extra than retaining an current one (Harvard Enterprise Evaluation)
While you acknowledge your VIPs, bear in mind their preferences and provide related upsells (like a late checkout, a therapeutic massage or their favourite wine), you’re not simply delivering higher service. You’re growing RevPAG and constructing long-term loyalty.
Centralized knowledge means smarter choices
To make RevPAG work, you want unified programs. Each income stream – F&B, spa, parking, co-working – should move by way of your PMS. That manner, you’re not pulling studies from completely different platforms, or lacking out on income knowledge that would rework your technique.
When the whole lot is linked, your crew features visibility and management. They will see how visitors are partaking together with your property, and the way they’re spending. That perception powers smarter pricing, higher service and quicker choices.
It additionally liberates your crew. As an alternative of managing admin or reconciling spreadsheets, they’re free to deal with what actually issues: the visitor.
Redefining the function of the income supervisor
As we transfer towards a guest-centric mannequin, the income supervisor’s function will evolve. It’s not nearly optimizing room income – it’s about whole income technique.
Meaning embracing new instruments like automated income programs, and setting objectives that mirror the complete image of visitor worth. Select bold, energizing targets (together with RevPAG) that encourage progress. When you begin monitoring RevPAG, you’ll see how every day choices influence efficiency throughout the enterprise. And also you’ll have the information to drive constant, measurable progress.
drive extra RevPAG with Mews
With a guest-first mindset, resorts can unlock large alternatives – not simply enhancing satisfaction however growing income. Listed here are eleven sensible improvements (some easy, some bold) that each hotelier can take a look at at the moment.
1. Higher knowledge, higher experiences
Clear knowledge is the inspiration of guest-centricity. Mews’ new Match and Merge software helps hoteliers consolidate duplicate profiles, combining OTA and direct bookings, and even linking purchases made with the identical bank card. The end result? A fuller image of every visitor, and extra related, focused service.
2. Recognizing loyalty mechanically
Recurring visitors are actually tagged in Mews mechanically, with visible indicators exhibiting what number of occasions they’ve stayed. The visitor profile additionally highlights their lifetime worth, serving to groups deal with high-value visitors with tailor-made experiences or rewards.
3. Embedded loyalty integrations
Whether or not you utilize Salesforce, Greatest Western’s native program, or a customized answer, Mews allows seamless loyalty program integration – making a extra cohesive and rewarding visitor journey.
4. Digital room service by way of QR code
Room service has gone digital. Utilizing QR codes – whether or not within the room, by the pool, and even within the fitness center – visitors can order meals and drinks with out selecting up the cellphone. This frictionless method not solely boosts income however aligns with at the moment’s mobile-first expectations.
5. Monetize underused areas
From parking to co-working corners to karaoke rooms in windowless basements, underutilized areas are ripe for transformation. With Mews Areas, resorts can flip nearly any area right into a income generator, and handle all of it inside the similar platform.
6. Upsell smarter at each touchpoint
Room upgrades, champagne on arrival and breakfast packages can now be supplied instantly by way of the kiosk or on-line check-in, making a seamless upsell expertise.
7. Provide early check-in – for a charge
Don’t simply retailer baggage when visitors arrive early. With mobile-enabled housekeeping that mechanically updates room standing within the PMS, resorts can provide early check-in when rooms are prepared, whether or not checking in on the entrance desk or at a self-serve kiosk. Friends are happier and your property earns extra income.
8. Allow restaurant reservations at check-in
With integrations like ResDiary, Mews permits receptionists to order restaurant tables throughout check-in, making certain seamless service whereas filling F&B seats extra successfully.
9. Drive income with partnered upselling instruments
Integrations with platforms like Oaky present receptionists with dwell improve provides throughout check-in. These personalised upsells are confirmed to extend visitor spend.
10. Create reserving engines for greater than rooms
From bikes to spa therapies, something might be made bookable with Mews. Paired with CRM instruments or WhatsApp-style messaging, this helps visitors ebook companies earlier than they even arrive.
11. Use dietary preferences to drive connection
By amassing dietary restrictions at on-line check-in, workers can personalize restaurant bookings, making certain visitors really feel seen and catered to, constructing loyalty within the course of.
In hospitality, expertise is the whole lot. And at the moment, expertise is powered by knowledge. By placing the visitor on the middle of your programs and your metrics, you’re not simply maintaining with change. You’re main it.
RevPAG isn’t only a new quantity to trace. It’s a mindset shift. One which empowers your crew, delights your visitors, and grows what you are promoting.
Don’t miss the newest episode of Matt Talks, the place Mews CEO, Matt Welle, explores RevPAG in additional element.
About Mews
Mews is the main platform for the brand new period of hospitality. Powering over 12,500 prospects throughout greater than 85 nations, Mews Hospitality Cloud is designed to streamline operations for contemporary hoteliers, rework the visitor expertise and create extra worthwhile companies. Prospects embrace BWH Lodges, Strawberry, The Social Hub and Airelles Assortment. Mews was named Greatest PMS (2024, 2025) and listed among the many Greatest Locations to Work in Lodge Tech (2021, 2022, 2024, 2025) by Lodge Tech Report. Mews has raised $410 million from buyers together with Progress Fairness at Goldman Sachs Alternate options, Kinnevik and Tiger International to rework hospitality.
