Meet the Guestliner: Chris Jones – Senior Product Manager at Guestline
Who are #TeamGuestline? Get to know Chris Jones, Senior Product Manager
At Guestline, our team is at the heart of everything we do. In our "Meet the Guestliner" series, we bring you closer to the people who drive our company's success. Today, we sit down with Chris Jones, one of our Senior Product Manager, to learn more about his role in Guestline and his journey in the hospitality technology industry.
Can you provide an overview of your role as a Senior Product Manager at Guestline and how it contributes to the company's mission?
My role covers a range of activities. First, I'm all about finding opportunities. This means I spend time figuring out what problems our customers and the market are facing and how we can help solve them. Once we identify these, it's about crafting a plan to make solutions a reality.
This includes lots of research, conversations with our stakeholders and customers, and sometimes even seeking partnerships.
Once we have a solution in mind, I make sure it's all systems go for a successful launch. This means working with our legal, development, customer success, and sales & marketing teams to get everything in place.
And it doesn't stop there; I also keep an eye on how our products are performing in the market, both in terms of sales and customer satisfaction, to make sure they stay relevant.
How did you first get involved in the hospitality technology industry, and what motivated you to join Guestline?
My journey into the hospitality technology industry was somewhat of a twist. I started out in design and marketing back when computers and desktop publishing were just emerging. My path crossed with the hospitality world when I worked as a marketing resource for some notable UK hotels, just as the internet was taking centre stage in marketing.
During that time, I was also working as a marketing and web consultant, and that's when I first encountered Guestline. In fact, I had a hand in creating the Guestline "Pretzel" logo back in 2009, which still represents our core cloud specialisations: PMS, Distribution, and Payments.
I officially joined Guestline in 2014 with a focus on driving more direct business for hotels through digital marketing and guest-facing online products.
What makes Guestline stand out in the hospitality technology sector?
Guestline's unique edge in hospitality technology is tied to a simple yet profound truth: Hospitality, at its core, is about people and service.
While technology has radically transformed many industries, the human touch remains essential in hospitality.
In fact, what sets Guestline apart is our commitment to preserving this 'human' element. We not only develop solutions for 'people,' but we also deliver exceptional 'human' support services, as the hospitality industry rightfully expects of us. Renowned for our unwavering support, Guestline bridges the gap between cutting-edge technology and genuine human connection.
At Guestline, our dedication goes beyond software; we're committed to enriching guest experiences and simplifying the lives of hoteliers and their teams. And my role is perfectly in line with this mission. I continuously seek avenues to support hoteliers and their teams in operating more efficiently, freeing up time from mundane tasks and enabling them to foster deeper connections with their guests.
Our primary goals revolve around driving revenue for the hotel. Understanding that guest satisfaction is paramount, we focus on enhancing it. This approach leads to increased direct bookings, nurtures brand advocacy, and encourages higher guest spend. At Guestline, we're steadfast in delivering solutions that translate into tangible results and enduring success for our partners in the hospitality industry.
How do you collaborate with the Guestline team to develop and enhance products that benefit hoteliers?
Collaboration is the epitome of my role, so I ensure that I'm involved in all aspects of our business. Not only do I seek valuable insights and feedback, but I also serve as an advocate within the company to empower our internal teams. This involves spending a significant amount of my time in meetings across various departments.
But what truly helps me shape our products is spending time with hoteliers and their staff. These face-to-face interactions allow me to gain holistic and well-balanced insights.
Hearing directly from those who use our solutions daily is invaluable. It informs our product development process and ensures that we're creating tools that genuinely benefit hoteliers in their mission to provide exceptional guest experiences.
What challenges do hoteliers face in today's market, and how do you address these challenges?
The hospitality industry was among the hardest hit during lockdowns, but it has rebounded admirably. Technology and innovations played a significant role in this recovery, and Guestline had to adapt to these changing times.
Today, hoteliers are grappling with a new set of challenges, significantly different from those pre-pandemic. The industry, traditionally slower to adopt technology, has been driven by guest expectations.
Studies indicate that the pandemic accelerated tech adoption by a factor of four, with online ordering, electronic payments, and self-service becoming not just convenient but sometimes essential across various sectors, including hospitality.
Now, hoteliers are realising the potential of these digital tools, especially in the face of new socioeconomic and political pressures. They must learn to "do more with less" as they contend with rising price of utilities and produce costs, staff shortages (many employees left the industry during the pandemic and didn't return), and shifting consumer behaviors. This has led to a need for leaner, more streamlined hotel operations.
As product managers we must be in tune with the market to identify these pains and obstacles. Where we can, we're driving forward innovative solutions that empower hoteliers to thrive in this ever-evolving landscape. Our goal is to make their lives easier, enabling them to offer outstanding guest experiences while navigating these new challenges effectively.
Can you share some recent success stories or examples of how Guestline's products have positively impacted hotels or their guests?
Absolutely! Firstly, in 2022, we entered into a strategic partnership with Google. This collaboration has been a game-changer for hoteliers as it provides them with a commission-free alternative to expensive OTA channels.
Through this partnership, hotels have experienced a significant expansion in their room availability on Google search. As a result, they've seen improvements in their reach, higher conversion rates for direct bookings, and substantial savings in commission fees.
Secondly, in 2023, we introduced our integrated kiosk solution. This innovation was a direct response to the challenges that hotels faced in the post-pandemic world, especially regarding staffing.
Our self-service check-in and check-out kiosks have empowered guests to independently handle these tasks. This not only enhances the guest experience by providing convenience but also allows hotel staff to redirect their efforts towards more meaningful and hospitable interactions rather than being tied up with routine administrative tasks.
How do you stay informed about industry trends and emerging technologies to ensure Guestline remains innovative?
As an avid reader, I immerse myself in a wealth of information sourced from the internet, as well as through attending exhibitions and events. I believe in keeping our horizons broad, not only within the hospitality sphere but also by following general world news. This broader perspective allows us to glean insights into how technology can benefit our industry.
Additionally, the voice of the customer and our customer-facing teams is invaluable. They often bring organic information to the mix, providing unique perspectives and real-time feedback that can shape our strategies and solutions effectively.
After all, our role in product management is problem-solving. Amidst all the exciting tech trends, we must stay focused on solving real-world problems rather than creating solutions and hoping to find problems for them.
What is the most rewarding aspect of your role?
It’s seeing our products in action. From initial research to successful delivery, it's a truly magical journey.
As a product manager, I have the privilege of positively impacting various aspects of our business and helping hoteliers in their quest for operational excellence, guest satisfaction, and thriving revenues.
Could you share any upcoming projects at Guestline that hoteliers can look forward to?
I'd love to spill the beans, but that's a secret for now! What I can share is that we have some exciting new features in the pipeline, particularly in the guest-facing side of our product set.
These innovations will help hoteliers drive efficiencies, enhance self-service options, and increase revenue through automated upselling. Combined with the opportunities stemming from our Access Group acquisition, the future of our products is incredibly bright.
How do you gather feedback from hoteliers to inform the development of new products or features?
We're in constant dialogue with hoteliers, either directly or through channels like our customer success or sales teams.
This feedback is vital, and we blend it with other data, insights, and even a bit of "opinion"! Our role is to distill this wealth of information and share it across the company and back to our customers.
This helps us make informed decisions about where to focus our development efforts and uncover genuine opportunities and gaps in the market.
How do you envision the role of technology evolving in the next five years for hoteliers, and how is Guestline preparing for these changes?
Looking ahead, we can draw parallels with technology's impact on other industries, particularly retail. Tech has brought significant efficiencies and opportunities, from online payments to the transformation of brick-and-mortar stores. In hospitality, we've seen similar shifts but at a slightly different pace.
The future holds streamlined operational systems for hoteliers, making staff leaner and more efficient. AI will play a pivotal role in matching guests with the right accommodations and providing actionable insights to boost occupancy and revenue. Additionally, AI can assist with cost management, optimising energy usage, stock levels, and sustainability initiatives.
For guests, finding and booking will become simpler, with AI offering personalised recommendations. Payment and identity "wallets" will unify personal data and preferences and secure identification, creating seamless travel experiences encompassing everything from transportation to dining and entertainment.
Ready to elevate your hotel to the next level?
Discover how Guestline’s technology can transform your hotel's operations and guest satisfaction.
"We aim to empower hoteliers with innovative solutions that help them thrive in an evolving landscape."
"We're not just about software; we're about enhancing guest experiences by making hoteliers' and their staff's lives easier."
"Where we can, we're driving forward innovative solutions that empower hoteliers to thrive in this ever-evolving landscape."
"Guestline stands out by preserving the human touch in hospitality, focusing on enhancing guest experiences and making hoteliers' lives easier. My role directly aligns with this mission."
"As product managers we must be in tune with the market to identify these pains and obstacles."
"Our primary goals revolve around driving revenue for the hotel. Understanding that guest satisfaction is paramount, we focus on enhancing it."
- Author
- Guestline Marketing Team
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