Industry glossary

Hospitality industry terms

We explain key concepts related to hotel technology, guest experience and digital guest service.

What is a digital concierge?

A digital concierge is a system that replaces traditional hotel concierge services, available 24/7 on a guest's smartphone or lobby kiosk.

A guest app is a mobile or web application for hotel guests, enabling access to services and hotel information.

Hotel upselling is a revenue-increasing strategy by offering guests additional services and products during their stay.

Guest experience management is a strategy for managing every guest touchpoint with the hotel to maximize satisfaction.

PMS manages hotel operations from the backoffice side. Guest app works from the guest side. These are two complementary systems.

Push notifications are a direct communication channel with hotel guests — from promotions to operational information.

Hotel self-service refers to technologies enabling guests to use hotel services independently without staff assistance.

Digital maintenance request system automates the process from guest report through completion to manager reporting.

Digital room service is a system for ordering food and beverages to the room through a mobile app or hotel kiosk.

Hotel kiosk (DigitalPOD) is a touchscreen information and service point available 24/7 in lobby or common areas.