---
title: "Guest Management"
description: "HolidayHero measures every guest in real time — app use, content discovery, conversations, bookings and sentiment. Turn any signal into a trigger and the right action runs on its own."
url: "https://www.holidayhero.com/guest-management"
---

# Guest Management

### Guest Intelligence · Guest Management

Know every guest. Act on every signal.

HolidayHero measures every guest in real time — app use, content discovery, conversations, bookings and sentiment. Turn any of those signals into a trigger, and the right action runs on its own.

### Stats

0–100

#### engagement score

5

#### measured dimensions

Hourly

#### recalculated, live

#### New automation

Live

#### When · trigger

#### Sentiment turns negative

measured per conversation

#### Then · action

Active

#### Alert front desk & draft a recovery offer

Add another action

## Band

Every signal we measure can pull a trigger and run a workflow on its own.

### Automations

### Turn signals into action.

Measured signals feed your triggers. Pick a trigger to trace its path — and pause or resume any automation, live.

### Automation graph

Coastal Stays Group · 5 active

Active path

Paused

Signals

Triggers

Actions

Live signals

### Every guest, measured

Recalculated hourly

When

Then

Active

Paused

### What we measure

### Five dimensions, one weighted score.

Every guest's engagement score is a transparent, weighted blend — so you always know what's behind the number that triggers a workflow.

#### App adoption

Did they open the app, check in online, use the door & chat.

#### Content discovery

Guidebooks, experiences and local content explored — beyond the room.

#### Conversation quality

Depth and responsiveness of their chats with the concierge.

#### Commercial intent

Upsell views, inquiries and bookings — appetite to spend.

#### Sentiment

AI-read feeling from every conversation, recency-weighted.

Guests who never message have sentiment excluded — its weight is redistributed, never counted as zero.

### How to read the score

### From dormant to champion.

#### Dormant

Barely there — needs a nudge to start.

#### Passive

Present, not exploring. Room to warm up.

#### Engaged

Using the app, open to more.

#### Active explorer

Discovering the city, ready to book.

#### Champion

Your best guest — reward & retain.

### See it in action

### The real thing, up close.

Real screenshots of the guest list and the automation builder.

### Shots

Guest list & scores

Automation builder

Back office