Engagement
Guest App Performance Review
A structured audit of how guests use your in-stay app across check-in, stay, and checkout, finished with a written brief and a live walkthrough for operations.
Who it is for
General managers, guest experience leads, and IT counterparts at hotels, resorts, and serviced residences that already run a guest app for digital keys, dining, spa, or concierge requests — and need a grounded reading of how guests actually use it.
Result
You leave with a written findings brief that maps friction to specific journeys (check-in activation, in-room ordering, service recovery) and a recorded or live walkthrough so night audit, F&B, and front office hear the same story.
Scope included
- Kickoff call covering your guest app vendor exports, property layout, and priority journeys
- Analysis of agreed date ranges for activation, retention within the stay, and drop-off points
- One on-property observation half-day (or structured remote shadowing of front-desk flows)
- Written brief with ranked findings, evidence notes, and suggested operational responses
- Live walkthrough (up to 90 minutes) with your nominated team
Out of scope
- Building or redesigning the guest app itself
- Negotiating vendor contracts
- Ongoing hosting, code changes, or payment processing
Provider and process
A Portalcorner analyst leads the review. After kickoff we agree which journeys matter this season, collect exports and staff notes, observe selected shifts, then draft and deliver the brief. You receive one revision round on the written document.
Preparation
Please share read-only access to analytics exports (or weekly CSVs), a current floor plan or outlet list, and the names of two staff contacts who know morning and evening peaks.
Constraints
Reviews cover a single property unless agreed otherwise. Multi-tower resorts may need an extended fee when journeys differ sharply by wing. We do not store guest personal data beyond the engagement window.
Next step
Request this engagement with your property name and the journeys you want reviewed. We reply within two business days with availability and a draft agenda.