UrVenue releases enhancements to UV Enterprise, its property experience management system. These enhancements introduce a new capability known as Guest Experience, featuring Guest Portal and Guest Services, both of which leverage integrations into OpenTable, Hapi and other platforms.
UV Enterprise is a full-stack technology platform that drives commerce, manages operations, and enhances the guest experience through unified booking and itinerary management for non-room, experience-based inventory, such as pools, lounges, recreational activities, and restaurants.
"In February, we announced new features were coming for UV Enterprise and today we are delivering on that promise,” UrVenue Chief Growth Officer Tracee Nalewak said in a statement. "UV Enterprise has always offered four core capabilities (commerce, operations, insights, and knowledge management). Today, we unveil the fifth capability, Guest Experience, which addresses the fractured booking journey by empowering guests and employees with booking and itinerary capabilities never seen before in our industry.”
Guest experience includes two key products, guest portal and guest services. Guest Portal gives guests a personalized, self-service interface for easy exploration and booking of property experiences and management of their itineraries. It connects room and experience reservations by leveraging integrations with a property’s PMS and other best-in-class venue-management systems, ensuring a cohesive booking journey, and enabling upselling and cross-selling opportunities. Guest Portal also adds a social aspect for guests to build and assign reservations to fellow travelers and a digital resource library for easy access to assets like property maps, brochures and waiver forms.
Guest services, also a part of guest experience, includes guest portal’s key functionality. This employee-facing product empowers front desk, concierge, and call center employees to book experiences and manage itineraries on behalf of guests. Guest Services also includes printable itineraries and can be used to book experiences for day visitors as well as hotel guests.
Fairmont Banff Springs in Banff, Alberta had an ambitious vision to create a digital guest experience that integrated their extensive selection of paid and complimentary experiences into a single technology solution. The resort’s experiences also had to be supported by a commerce and operations platform with channel and distribution functionality.
"We have long been searching for this level of innovation," said Evan Hounsell, Fairmont’s regional senior manager, digital experience for Canada’s western mountain region. “With UV Enterprise, guests are encouraged to discover and immerse themselves in our distinctive resort experience by using the My Guest Experience Platform, or speaking with our dedicated staff who use Guest Services. These tools enable better engagement with guests at every stage of the trip planning journey, from pre-arrival to their in-house stay. He adds, “Moreover, they empower Fairmont Banff Springs employees to deliver exceptional guest service by eliminating departmental silos and fostering information sharing.”
Gregor Resch, Fairmont’s regional VP of Canada’s western mountain region, said the UV Enterprise pilot has been a game changer for Fairmont Banff Springs, and so far, he has seen success at their flagship property.