Grand Resort & Spa, a luxury destination with multiple properties across coastal and mountain locations, implemented a comprehensive digital signage network to enhance guest experience, streamline operations, and strengthen brand communication. This case study examines how Grand Resort transformed its traditional static signage into an interactive, dynamic digital ecosystem that significantly improved wayfinding, increased revenue from on-property amenities, and enhanced overall guest satisfaction.
24%
Increase in on-property amenity revenue
38%
Reduction in wayfinding inquiries
18%
Improvement in guest satisfaction scores
Founded in 1985, Grand Resort & Spa has grown from a single beachfront property to a collection of eight luxury resorts across premier vacation destinations. With a total of 2,400 rooms and suites, the resort chain welcomes over 500,000 guests annually, offering a blend of relaxation, adventure, and world-class amenities.
Each Grand Resort property features multiple restaurants, spa facilities, fitness centers, pools, and activity programs tailored to its specific location. The brand is known for its commitment to personalized service, sustainable practices, and creating memorable experiences for guests ranging from couples and families to corporate retreat groups.
Despite Grand Resort & Spa's reputation for luxury accommodations and exceptional service, the organization faced several significant challenges related to guest communication, property navigation, and promotion of on-site amenities. As the resort chain expanded to multiple properties with increasingly diverse offerings, maintaining consistent communication and a seamless guest experience became increasingly difficult.
Guest surveys and feedback revealed growing frustration with navigation difficulties, lack of awareness about available activities and amenities, and inconsistent information across different properties. Meanwhile, staff reported challenges in keeping guests informed about events, dining options, and facility updates using traditional printed materials and verbal communication.
Grand Resort properties are expansive and feature complex layouts, making navigation challenging for guests, particularly first-time visitors. The flagship Grand Resort Oceanside spans 45 acres with multiple buildings, pools, restaurants, and amenities spread across beachfront and garden areas. Traditional static directional signage was often confusing, inconsistent across properties, and insufficient for international guests with language barriers. Front desk staff reported spending approximately 20% of their time providing directions to lost guests, diverting valuable resources from other guest service activities. Guest surveys indicated that 38% of visitors had difficulty finding specific amenities within the resorts, with 22% reporting that they missed scheduled activities or reservations because they couldn't locate them in time. The problem was particularly acute during peak season when properties operated at full capacity with many first-time guests. Additionally, the multi-property nature of Grand Resort's operations meant that guests often had access to amenities at sister properties but lacked clear information about how to find and use them. The wayfinding challenges not only affected guest satisfaction but also contributed to lower utilization of revenue-generating amenities like spas, specialty restaurants, and activity programs. Management estimated that at least 15% of potential on-property revenue was being lost due to guests simply not being able to find or being unaware of available offerings.
Grand Resort & Spa struggled with outdated communication methods that failed to effectively engage guests and convey important information. The resorts relied heavily on printed materials such as in-room compendiums, daily activity sheets, and lobby posters to share information about dining options, activities, and special events. These materials quickly became outdated, required significant staff time to maintain, and generated substantial paper waste, contradicting the company's sustainability initiatives. Printed schedules had to be created, printed, and distributed daily, with last-minute changes requiring reprints or handwritten corrections. Guest surveys revealed that only 34% of guests reported reading the printed materials in their rooms, while 62% expressed a preference for digital information sources. The static nature of these communications also meant that time-sensitive information, such as weather-dependent activity changes, restaurant availability, or special event announcements, couldn't be updated quickly enough to be effective. This led to guest frustration when they arrived at activities that had been canceled or found restaurants fully booked. Additionally, the resorts lacked effective means to promote special offers or last-minute availability for experiences like spa treatments or excursions, missing opportunities to maximize revenue and enhance guest experiences. The communication challenges were particularly problematic during emergency situations, such as severe weather warnings or facility closures, when rapid, property-wide information dissemination was critical.
Despite significant investment in world-class amenities across its properties, Grand Resort & Spa faced persistent challenges with underutilization of many revenue-generating services. Financial analysis revealed that while room occupancy averaged 82% annually, amenity utilization varied widely, with some specialty restaurants operating at just 60% capacity and premium spa services at 55% of potential bookings. Exit surveys indicated that 42% of departing guests were unaware of at least one major amenity or service that would have interested them had they known about it during their stay. This represented a substantial missed opportunity for both additional revenue and enhanced guest experiences. The resort's high-end offerings, such as private dining experiences, exclusive excursions, and premium spa treatments, were particularly affected by low visibility and awareness. These services typically carried higher profit margins than standard offerings, making their underutilization especially costly. Additionally, the resorts struggled to effectively promote time-sensitive offers, such as last-minute availability for experiences or special dining events, resulting in unused inventory that could have generated revenue. The problem was compounded by inconsistent promotion across different guest touchpoints, with concierge staff, in-room materials, and lobby displays often providing different or outdated information about available services. Management estimated that increasing amenity utilization by just 15% across all properties would result in an additional $8.5 million in annual revenue without requiring any new capital investment in facilities or staff.
As Grand Resort & Spa expanded to eight properties across diverse locations, maintaining a consistent brand experience became increasingly challenging. Each property had developed its own approach to guest communication and information display, resulting in inconsistent messaging, visual presentation, and service standards. This fragmentation diluted the brand identity and made it difficult for returning guests to navigate different properties within the chain. Marketing materials, property signage, and informational displays varied widely in design, quality, and content across locations, creating a disjointed guest experience that undermined the premium positioning of the brand. The inconsistency extended to digital presence as well, with each property maintaining separate social media accounts and digital content strategies with minimal coordination. This resulted in missed opportunities for cross-promotion between properties and confusion for guests researching multiple Grand Resort locations. Internal brand audits revealed that only 45% of guest-facing materials across all properties fully complied with corporate brand standards, with the remainder showing various degrees of deviation in messaging, visual elements, or tone of voice. The lack of centralized control over guest communications made it difficult to implement chain-wide promotions, loyalty program information, or brand initiatives consistently. Additionally, the inconsistent approach to information display and wayfinding across properties meant that guests familiar with one resort often struggled to navigate others in the collection, diminishing the value of brand loyalty and repeat visits. Management recognized that addressing these inconsistencies was essential not only for current operations but also to support future expansion plans, which called for adding three new properties over the next five years.
These challenges were having measurable negative impacts on Grand Resort & Spa's operations and reputation. Guest satisfaction scores had plateaued at 4.2 out of 5 stars, below the luxury segment average of 4.5, with "communication" and "ease of finding amenities" consistently ranking among the lowest-rated aspects of the guest experience. The resort chain was also missing significant revenue opportunities, with financial analysis suggesting that at least $12 million in potential annual revenue from on-property amenities was being lost due to low awareness and utilization. Additionally, the inefficient use of staff time for providing directions and managing guest information was costing the organization an estimated $850,000 annually in lost productivity across all properties. Grand Resort's leadership recognized that addressing these challenges would require a comprehensive approach to information delivery and communication throughout all properties.
After a thorough evaluation process, Grand Resort & Spa partnered with a leading hospitality digital signage provider to implement a comprehensive network of over 350 displays across its eight properties. The solution was designed to address the specific challenges identified while creating a scalable platform that could evolve with the organization's needs and enhance the overall guest experience.
The implementation included a cloud-based content management system that allowed for centralized control while enabling individual properties to customize content for their specific needs. This approach ensured consistent branding and messaging while providing the flexibility to address unique requirements across different resort locations.
Grand Resort installed 48 interactive wayfinding kiosks at key decision points throughout its properties, including main lobbies, elevator banks, pool areas, and major pathway intersections. These 55" touchscreen displays featured intuitive 3D maps of each resort with step-by-step navigation instructions available in six languages (English, Spanish, French, German, Mandarin, and Japanese), reflecting the international nature of their clientele. Guests could search for amenities, dining options, or activities and receive customized directions to their destination, complete with estimated walking times. The system accounted for accessibility needs, offering routes that avoided stairs and prioritized elevator or ramp access when requested. Each kiosk included a "You Are Here" indicator and allowed users to send directions to their mobile phones via QR code or text message. The wayfinding system integrated with Grand Resort's property management system, ensuring that maps and directions were automatically updated when facilities were temporarily closed for maintenance or special events. The kiosks also featured a directory of all resort amenities with photos, descriptions, and operating hours, helping guests discover offerings they might otherwise miss. For guests with reservations at restaurants or spa services, the kiosks could provide personalized directions based on their room number and reservation time. The interface was designed with large buttons and high-contrast text to accommodate users of all ages and abilities, while an audio assistance feature provided spoken directions for those with visual impairments.
Grand Resort deployed 120 digital displays in lobbies, elevator banks, and high-traffic public areas across all properties. These screens showcased a carefully curated mix of content, including daily activity schedules, dining information, weather updates, and promotional content for on-site amenities. The displays were programmed to automatically adjust content based on time of day, showing breakfast options and morning activities in early hours, transitioning to lunch and afternoon events mid-day, and featuring dinner specials and evening entertainment as the day progressed. Each property could customize content to highlight its unique offerings while maintaining consistent brand standards. The system integrated with Grand Resort's event management platform, ensuring that activity schedules were always current and automatically removed when events reached capacity. Special promotions for underutilized amenities could be deployed rapidly across the network, allowing for dynamic pricing and last-minute offers to maximize revenue. The displays also featured a dedicated zone for emergency notifications, which could override regular content when necessary for weather alerts or safety information. Content was refreshed frequently throughout the day to maintain guest interest, with eye-catching animations and high-quality imagery designed to draw attention. The lobby displays also featured QR codes that guests could scan to save information to their phones or make immediate reservations for activities and dining, creating a seamless path from awareness to action.
Grand Resort installed 85 digital displays at the entrances to restaurants, spas, fitness centers, and other amenities across its properties. These screens provided specific information about each venue, including current menus, service offerings, hours of operation, and availability. For restaurants, the displays showcased high-quality food photography, chef specials, and wine pairings, creating an enticing preview that encouraged dining decisions. Spa entrance displays featured treatment descriptions, benefits, and current availability, allowing guests to see at a glance if same-day appointments were possible. The displays integrated with Grand Resort's reservation systems, automatically updating to show real-time availability and wait times. This feature proved particularly valuable for walk-in guests, who could make informed decisions about whether to wait for a table or book for later. The entrance displays also promoted complementary services—restaurant displays might highlight pre-dinner cocktail specials at nearby bars, while spa displays could feature retail products related to treatments. Content was designed to be both informative and atmospheric, with visuals and messaging that reflected the specific character of each venue while maintaining overall brand consistency. For amenities with changing programs, such as fitness centers with class schedules or kids' clubs with daily activities, the displays provided up-to-the-minute information that eliminated the need for printed schedules. The system also allowed for quick updates during unexpected changes, such as when a restaurant needed to modify its menu due to ingredient availability or when a fitness instructor substitution occurred.
Grand Resort leveraged its existing in-room entertainment systems by integrating them with the digital signage network, effectively turning all 2,400 guest room televisions into personalized information displays. Upon turning on their room TV, guests were presented with a customized welcome screen featuring their name and a navigable menu of resort information. The system provided access to comprehensive resort information, including interactive property maps, restaurant menus with the ability to make reservations directly through the TV, spa service descriptions with availability, and complete activity schedules. Content was personalized based on guest profile data from the property management system, highlighting activities and amenities likely to appeal to specific guest types—families might see kids' club information prominently featured, while couples might receive more content about spa packages or romantic dining options. The in-room system also allowed guests to view their folio, make service requests, and set wake-up calls without calling the front desk. A "What's Happening Now" feature showed currently available activities and dining options, helping guests make spontaneous decisions about how to enjoy the property. The system included multi-language support, allowing international guests to view all content in their preferred language. For guests with upcoming reservations for activities or dining, the system provided timely reminders and wayfinding information. The in-room integration proved particularly valuable during inclement weather, allowing the resort to quickly communicate alternative indoor activities when outdoor options were unavailable. Additionally, the system served as an effective channel for promoting underutilized amenities through targeted offers that guests could book directly from their room.
The project began with a comprehensive assessment of Grand Resort's communication needs, guest journey mapping, and facility analysis across all eight properties. This phase included stakeholder interviews with department heads from each resort, guest focus groups, and traffic flow studies to determine optimal screen placement and content strategy. A cross-functional steering committee was formed with representatives from operations, marketing, IT, and guest experience to oversee the implementation and ensure alignment with organizational objectives. The team developed detailed ROI projections, established key performance indicators, and created a phased rollout plan that prioritized high-impact areas while minimizing disruption to guest experiences. Special attention was paid to technical infrastructure requirements, including network capacity, security protocols, and integration points with existing resort systems such as the property management system, point-of-sale systems, and reservation platforms. The planning phase also included the development of content guidelines and governance processes to ensure sustainable management of the digital signage network after implementation. A content calendar was established to ensure fresh, relevant information would be consistently available across the network, with clear responsibilities assigned for content creation and approval at both the corporate and property levels.
Timeline: 8 weeks
Grand Resort selected its flagship Oceanside property for the initial pilot implementation. This controlled deployment included examples of each solution component: wayfinding kiosks, lobby displays, amenity entrance screens, and in-room television integration. The pilot allowed the team to test different content strategies, gather guest feedback, and refine the approach before full-scale deployment across all eight properties. Technical configurations were validated, including integrations with Grand Resort's property management system, point-of-sale systems, and reservation platforms. Staff training programs were developed and tested, ensuring that front-line employees understood how to leverage the new tools and direct guests to use them effectively. The pilot phase also included the establishment of content creation workflows and approval processes, with representatives from various departments contributing content to test the governance model. Extensive data collection during this phase helped validate assumptions about guest behavior and content effectiveness, informing refinements to both hardware placement and content strategy. Guest surveys were conducted before and after the pilot to measure the initial impact on satisfaction and amenity awareness. The pilot also allowed the team to identify and address potential challenges, such as ensuring adequate Wi-Fi coverage for mobile integration features and developing protocols for rapid content updates during unexpected situations like weather emergencies or facility closures.
Timeline: 6 weeks
Following the successful pilot, Grand Resort expanded the digital signage network to all remaining properties. This phase included hardware installation, network configuration, content creation, and comprehensive training for staff across all departments and properties. The deployment was executed in a carefully sequenced manner to minimize disruption to guest experiences, with work in public areas scheduled during lower-occupancy periods. A dedicated content team was established to create and manage the extensive library of digital assets needed to support the network, including wayfinding maps, amenity videos, and promotional materials. The organization developed a comprehensive training program to ensure that all staff understood how to leverage the digital signage system effectively, with role-specific guidance for front desk staff, concierge teams, and department managers. As each property was completed, a formal handover process ensured that local staff were prepared to maintain and utilize their digital signage resources. The full deployment concluded with a guest communication campaign to educate visitors about the new digital resources available to enhance their stay at Grand Resort properties. This included pre-arrival emails highlighting the new features, welcome letters in guest rooms explaining the in-room television capabilities, and staff actively encouraging guests to utilize the interactive kiosks and displays throughout their stay.
Timeline: 16 weeks
The implementation of digital signage across Grand Resort & Spa's eight properties delivered significant measurable results within the first year of operation. The organization conducted comprehensive before-and-after analysis, including guest surveys, financial performance metrics, and operational data to quantify the impact of the initiative.
24%
Increase in on-property amenity revenue
38%
Decrease in wayfinding inquiries
18%
Improvement in guest satisfaction scores
The digital signage network significantly improved the overall guest experience at Grand Resort & Spa properties, addressing key pain points and enhancing satisfaction. Guest surveys revealed an 18% improvement in overall satisfaction scores, with the largest gains in categories related to "ease of finding amenities" and "quality of information provided." The interactive wayfinding kiosks proved particularly effective, with 78% of guests reporting that they used the kiosks during their stay and 92% rating them as "helpful" or "very helpful." The number of guests reporting that they got lost during their stay decreased from 38% to just 9%, while front desk staff reported a 38% reduction in time spent providing directions. This not only improved the guest experience but also freed staff to focus on more personalized service interactions. The in-room television integration was widely utilized, with system logs showing that 84% of guests accessed resort information through their TV at least once during their stay. Guest comments frequently mentioned the convenience of having comprehensive information available in their room, with particular appreciation for the ability to make reservations directly through the system. The lobby and public area displays successfully transformed previously static spaces into dynamic information centers, with 72% of guests reporting that they learned about at least one activity or amenity from the displays that they wouldn't have known about otherwise. The entrance displays at restaurants and amenities also received positive feedback, with guests appreciating the ability to see menus, treatment options, or class schedules before entering, helping them make more informed decisions about how to spend their time and money at the resort.
One of the most significant impacts of the digital signage implementation was the substantial increase in revenue from on-property amenities. Across all eight properties, Grand Resort saw a 24% increase in spending on dining, spa services, activities, and retail outlets compared to the previous year. This represented an additional $14.2 million in annual revenue without any increase in marketing spend or capital investment in the amenities themselves. The most dramatic improvements were seen in previously underutilized specialty offerings, with premium spa treatments experiencing a 42% increase in bookings and specialty dining reservations up 35%. The ability to promote last-minute availability proved particularly valuable, with the "available now" features on lobby displays and in-room TVs helping to fill 68% of same-day cancellations for spa appointments and restaurant reservations, compared to just 22% before implementation. The digital signage network also enabled more effective promotion of special events and limited-time offerings, with attendance at cooking classes, wine tastings, and other premium activities increasing by 47%. Retail outlets within the resorts reported a 28% increase in sales, attributed largely to targeted promotion of items related to activities and experiences—for example, promoting sunscreen and beach accessories on displays near pool areas or highlighting spa products on screens outside treatment rooms. The system's ability to adjust promotions based on inventory, weather conditions, or occupancy levels allowed for more strategic revenue management, with dynamic pricing for activities during off-peak hours helping to distribute demand more evenly throughout the day. Financial analysis confirmed that the increased revenue was coming primarily from higher utilization of existing amenities rather than price increases, aligning with Grand Resort's goal of enhancing the guest experience while improving financial performance.
The digital signage solution delivered significant operational benefits beyond the improved guest experience and increased revenue. Front desk and concierge staff reported a 38% decrease in time spent answering basic questions about resort amenities, directions, and schedules, freeing them to focus on more complex guest needs and personalized service. This efficiency gain alone saved an estimated $780,000 annually in staff time across all properties. The centralized content management system dramatically reduced the time required to update information across the resorts, with changes to schedules, menus, or promotions now taking minutes rather than hours to implement across all relevant displays. This represented an 85% reduction in staff time dedicated to information management and eliminated an estimated 1.2 million pages of printed materials annually, supporting Grand Resort's sustainability initiatives. The system's integration with reservation and inventory management platforms ensured that guests always received accurate information about availability, reducing guest disappointment and complaints about outdated information. During unexpected situations such as weather emergencies or facility closures, the digital signage network proved invaluable for rapid communication, with alerts and updates reaching all screens across a property within seconds. This capability was tested during a severe storm at the Coastal Palms property, when activities had to be quickly moved indoors, and guest surveys afterward showed that 92% felt well-informed about the changes despite the last-minute adjustments. The operational data collected through the digital signage system also provided valuable insights for future planning, with usage patterns helping to identify opportunities for schedule adjustments, staffing optimization, and amenity enhancements based on guest preferences and behavior.
The implementation of the digital signage network significantly improved brand consistency across Grand Resort & Spa's eight properties. The centralized content management system, combined with property-specific customization capabilities, ensured that all guest-facing information adhered to brand standards while remaining relevant to each unique location. Post-implementation brand audits showed that 97% of digital content across all properties fully complied with corporate brand guidelines, compared to just 45% of previous printed materials. This consistency extended to messaging, visual presentation, and tone of voice, creating a more cohesive experience for guests visiting multiple Grand Resort properties. The digital platform enabled more effective communication of brand values and differentiators, with dedicated content highlighting the organization's sustainability initiatives, community involvement, and commitment to guest service. This improved brand storytelling contributed to a 22% increase in guests reporting strong brand affinity in post-stay surveys. The consistent presentation of amenities and services across properties also increased cross-selling opportunities, with a 34% increase in guests booking stays at sister properties within 12 months of their visit. The digital signage system's ability to showcase high-quality imagery and video content particularly enhanced the premium positioning of the brand, with guest perception of Grand Resort as a "luxury" experience increasing by 15 percentage points after implementation. The strengthened brand consistency also created operational efficiencies for Grand Resort's marketing team, who could now develop content once and deploy it across all properties with appropriate customization, rather than creating separate materials for each location. This not only reduced marketing production costs but also accelerated the timeline for launching new brand initiatives and promotions across the entire resort collection.
Grand Resort & Spa conducted a comprehensive ROI analysis of the digital signage implementation, factoring in both direct cost savings and revenue impacts. The analysis revealed a strong financial case for the investment.
The digital signage network has transformed how we connect with our guests across all eight of our properties. What began as a solution to wayfinding challenges has evolved into a comprehensive communication platform that touches nearly every aspect of the guest experience. Our visitors tell us they feel more informed and empowered to make the most of their stay, while our staff appreciate having a powerful tool to showcase our world-class amenities. The system has proven particularly valuable during our peak seasons, when we can instantly update content to reflect changing conditions or special events. Beyond the measurable revenue gains and efficiency improvements, we've seen a fundamental shift in how guests engage with our properties—they're discovering experiences they might have missed, making more informed choices about how to spend their time, and ultimately enjoying a more personalized, satisfying stay. The digital signage network has become an integral part of how Grand Resort & Spa delivers on its promise of exceptional luxury experiences.
Michael Thornton
Chief Experience Officer, Grand Resort & Spa
Throughout the implementation process, Grand Resort & Spa identified several key lessons and best practices that contributed to the success of their digital signage initiative. These insights have been documented to guide future expansions and optimizations of the system.
One of Grand Resort's most valuable insights was finding the right balance between centralized content governance and property-level customization. Initial plans called for tight central control of all content to ensure brand consistency, but this approach proved too rigid to address the unique needs and opportunities of each property. Conversely, giving properties complete autonomy risked recreating the inconsistency problems the system was designed to solve. The most successful approach emerged as a hybrid model, with corporate teams managing brand standards, templates, and certain universal content, while property teams had flexibility to customize within those frameworks. This was implemented through a tiered permission structure in the content management system, where certain elements (like brand logos, fonts, and core messaging) were locked at the corporate level, while other elements (like local activities, property-specific amenities, and regional information) could be managed locally. Regular content reviews and sharing of best practices across properties helped maintain quality while encouraging innovation. The organization found that this balanced approach not only ensured brand consistency but also fostered greater buy-in from property teams, who felt ownership of their local content while benefiting from corporate resources and expertise. Additionally, this model proved more responsive to local conditions—when a hurricane threatened the coastal properties, local teams could quickly update emergency information without waiting for corporate approval, while still maintaining appropriate messaging standards.
Grand Resort discovered that the effectiveness of their digital signage network depended heavily on regular content updates and refreshes. Initial guest engagement with the system was high due to novelty, but properties that maintained the same content for extended periods saw declining usage over time, particularly among repeat guests. Analysis of interaction data revealed that displays with content updated at least daily had 68% higher engagement than those with static content, while screens featuring real-time information (like current activities or availability) had 124% higher engagement. The organization established content refresh guidelines based on these findings, with different update frequencies for different types of content—daily for activities and dining information, weekly for general property information, and seasonally for brand messaging and visual themes. To support this approach without overwhelming content teams, Grand Resort developed a robust library of templates and reusable content components that made updates more efficient. They also implemented automated content scheduling and rotation to ensure freshness without requiring manual intervention for every change. The most successful properties went beyond simple updates to create content "events"—completely refreshing their digital signage themes to align with seasons, holidays, or special property events, creating renewed interest even among frequent guests. This commitment to content freshness required dedicated resources, but the investment paid off in sustained engagement and continued impact on guest behavior and spending patterns.
Grand Resort's experience demonstrated that the value of digital signage increased exponentially when integrated with other resort systems. While standalone informational displays provided benefits, the most significant impacts came from connections to operational platforms like the property management system, point-of-sale systems, reservation platforms, and inventory management systems. These integrations allowed for real-time content updates without manual intervention, ensuring that guests always received accurate information about availability, pricing, and schedules. For example, when a spa treatment became available due to a cancellation, the system could automatically promote that opening on relevant displays, helping to fill the slot and capture otherwise lost revenue. Similarly, integration with the weather monitoring system allowed for automatic content adjustments during inclement conditions, promoting indoor activities when outdoor options were unavailable. The organization found that each new integration added disproportionate value to the overall system, creating capabilities that wouldn't be possible with manual updates. The most sophisticated integration was with the customer relationship management system, which enabled personalization of in-room TV content based on guest profiles and history. This allowed for targeted promotions and recommendations that significantly increased conversion rates compared to generic messaging. While these integrations required additional investment in development and testing, Grand Resort found that they delivered the highest ROI of any aspect of the digital signage implementation, transforming the system from a one-way communication channel into an interactive component of the overall resort operation.
Building on the success of the initial implementation, Grand Resort & Spa has developed a roadmap for expanding and enhancing their digital signage network over the next three years. These plans focus on leveraging new technologies and deeper integration with other systems to create an even more personalized and effective guest communication platform.
Grand Resort is developing a comprehensive mobile strategy that will extend the digital signage experience to guests' personal devices. The organization plans to launch a mobile app that will sync with the digital signage system, allowing guests to receive personalized content and notifications based on their preferences, reservation details, and location within the property. The app will enable features such as turn-by-turn wayfinding from the guest's current location, personalized activity recommendations, and the ability to make instant reservations for amenities promoted on digital displays by simply scanning a QR code. Location-aware technology will allow the app to notify guests about relevant amenities or events as they move throughout the property, creating a seamless connection between the physical environment and digital information. The app will also enable guests to save content from public displays for later reference, such as saving a restaurant menu or spa treatment description to review in their room. Additionally, the mobile platform will support a guest messaging system that can deliver targeted, time-sensitive offers based on guest preferences and behavior, further enhancing revenue opportunities. The first phase of this mobile integration is scheduled to launch within the next 12 months, with full implementation across all properties planned for the following year.
Grand Resort plans to incorporate artificial intelligence and predictive analytics to make its digital signage network more responsive and effective. The organization is developing an AI-driven content optimization system that will analyze engagement patterns and automatically adjust content scheduling based on factors such as time of day, guest demographics, occupancy levels, and historical performance data. This system will continuously learn from guest interactions to refine content strategies for maximum impact. For example, if analytics show that families are most receptive to activity information in the morning while couples engage more with dining content in the evening, the system will automatically adjust the content mix accordingly. Grand Resort is also exploring predictive analytics for inventory management, using historical data and current bookings to forecast demand for amenities and automatically adjust promotional content to optimize utilization. Additionally, natural language processing capabilities will be added to interactive kiosks, allowing guests to ask questions verbally rather than navigating touch menus. This will be particularly valuable for creating a more accessible experience for all guests. The AI initiatives will be implemented gradually, beginning with basic analytics and optimization algorithms in the next 18 months, followed by more advanced features as the technology matures and sufficient data is collected to train the systems effectively.
Grand Resort is planning to evolve its digital signage network beyond information delivery to create more immersive and interactive guest experiences. The organization is exploring augmented reality (AR) integration that would allow guests to use their mobile devices to access enhanced content from digital displays, such as viewing 3D models of spa treatment rooms, taking virtual tours of premium suites for potential upgrades, or seeing animated previews of activities before booking. Select public area displays will be upgraded to interactive touchscreen walls that can serve as both information sources and entertainment features, with applications ranging from interactive property maps to digital art installations that respond to guest movement. For family-oriented properties, the organization is developing gamified experiences that use the digital signage network as part of property-wide scavenger hunts or educational activities, encouraging exploration while providing information in an engaging format. In food and beverage areas, Grand Resort is testing "digital dining experiences" that use projection and display technology to enhance the ambiance and presentation of meals. These immersive applications represent the next evolution of the digital signage network, transforming it from a communication tool to an integral part of the guest experience itself. Pilot implementations of these features are planned to begin within 24 months, with successful concepts being rolled out across appropriate properties based on guest feedback and performance metrics.
Grand Resort & Spa's implementation of digital signage across its eight properties demonstrates the transformative potential of this technology in luxury hospitality environments. By replacing static, outdated communication methods with a dynamic, interactive digital network, Grand Resort has created a more navigable, informative, and engaging experience for guests while improving operational efficiency and driving significant revenue growth.
The results speak for themselves: a 24% increase in on-property amenity revenue, 38% reduction in wayfinding inquiries, and 18% improvement in guest satisfaction scores. The system has paid for itself in just 3.5 months and continues to deliver strong returns on investment through both operational savings and revenue impacts.
Perhaps most importantly, the digital signage network has positioned Grand Resort for the future of luxury hospitality, where physical and digital experiences blend seamlessly to create more personalized, efficient, and memorable guest journeys. As the organization continues to innovate with mobile integration, artificial intelligence, and immersive experiences, the digital signage network will remain at the heart of its strategy to enhance communication, education, and engagement throughout the guest experience.
In an era of increasing competition and growing consumer expectations in luxury hospitality, Grand Resort's digital transformation demonstrates how resorts can leverage technology to not only improve operational metrics but also deliver on their fundamental promise of creating exceptional, memorable experiences for every guest.
Checkout live examples of Digital Signage presentations. The SignPlayer can run everywhere, on Android, Windows, Mac, iPad and even inside your web browser
View MoreFind out why people call us “the world’s most popular digital signage platform”
View More
Help
Downloads
Tutorials
Login
Email Us
Cart