Guest-Facing Staff Management
Paxy links every check-in and every guest rating to the specific person who delivered it — giving any business with front-line, guest-facing staff a live, objective view of service quality: team by team, shift by shift, location by location.
A tool for any business whose staff face the guest directly.
Know who checked a passenger in, who boarded them, and how the whole journey was rated — even when ground handling itself is outsourced.
See who's on the front desk, who serviced which room, and how each guest rated their stay — by shift, by property, network-wide.
Tie every resolved — or unresolved — interaction to the agent who handled it, and act on the pattern, not just the individual complaint.
Paxy measures the quality of service delivered by your guest-facing staff.
Every guest interaction is connected to the person responsible for delivering it. Using existing operational systems and real-time guest feedback, Paxy continuously measures performance across:
The result is a live operational view of how your guest experience is actually being delivered.
Independent research backs the premise Paxy is built on. The American Customer Satisfaction Index's 2024 Travel Study found industry-wide airline satisfaction gains were driven by higher staffing levels — reflected specifically in improved scores for the staff-driven touchpoints check-in (83), boarding (81), and staff courtesy (81). Those are the exact interactions Paxy measures, person by person, in real time — the ones independent research already shows move the guest experience most.
Source: American Customer Satisfaction Index, ACSI Travel Study 2023-2024 press release (April 2024).
Outsourced providers change. Systems change. Paxy doesn't.
Paxy is your tooling, not a plug-in for whichever check-in, property-management, or point-of-sale system an outsourced provider happens to use today. It sits on your side of the relationship — tied to your staff, your data and your history, not to any one provider's contract or system. Retender the ground-handling or cleaning contract, migrate to a new booking or POS system — Paxy keeps running, and keeps every staff member's history intact.
No additional hardware.
No guest-facing app.
Designed to work alongside your existing operational systems.
Operate with real-time visibility into frontline service delivery.
Paxy enables operational teams to identify issues as they occur, monitor performance across the network and intervene before small problems become larger operational failures.
Protect the guest experience.
Every front-line interaction shapes how guests perceive your brand. Paxy provides objective measurement of that experience, helping create greater consistency, stronger accountability and higher service standards across every location.
Improve the return on your outsourced service investment.
Outsourced, guest-facing service represents a significant operational cost. Paxy provides objective performance data that supports supplier management, contract reviews and operational investment decisions based on measurable service delivery rather than assumptions.
Rewarding staff outperforms punishing them — and the research backs it up.
Decades of organisational psychology research point the same way: positive reinforcement produces more sustained performance improvement than punishment, without the resentment and disengagement a punitive management style creates. Recognition isn't a soft benefit — it's a measurable driver of engagement.
But who gets rewarded matters as much as whether they're rewarded at all. An individual reward lifts one person — it doesn't uplift the team around them. A collective, team-level reward does something an individual bonus can't: it gives colleagues a direct stake in each other's performance. Economists call this the peer-pressure effect of group incentives — when a reward depends on the group's outcome, team members start holding each other accountable without being told to, addressing free-riding in a way top-down management alone can't.
Paxy gives you the real, measurable data a credible team-reward programme needs — station by station, shift by shift — so team prizes and bonuses are based on evidence, not guesswork or favouritism.
Sources: Gallup, workplace recognition and engagement research; Kandel, E. & Lazear, E. P., "Peer Pressure and Partnerships," Journal of Political Economy, Vol. 100, No. 4 (1992) — the foundational study on how group-based incentives create peer monitoring and mutual accountability.
Paxy provides objective performance measurement across your operation.
Operational data is only valuable when it leads to action.
Paxy provides the information needed to:
The same real passenger numbers that measure staff performance can verify what your vendors bill you.
Airport and navigation stakeholders — air traffic services, airport charges — typically bill against a contracted rate per passenger. Consumable and service contracts — cleaning, ground handling, paper and printing supplies — usually don't quote a per-passenger rate at all, but every invoice can still be reduced to one. Drop an invoice or statement in, and Paxy reads it, checks it against your own real checked-in passenger numbers for that airport and period, and tells you whether it holds up — no manual spreadsheet reconciliation required.
Real, verifiable technical controls — not a checkbox exercise.
Every measure below is live in the product today, not a roadmap item. We'd rather list fewer things and have every one of them be true than pad this section.
Built toward the direction IATA's own vendor guidance points, not against a generic checklist. IATA's ISAGO programme audits the physical safety of ground handling itself — it isn't a data-security standard, and we don't present it as one. The relevant material for a technology vendor like Paxy is IATA's Aviation Cybersecurity Library, specifically the Cybersecurity Supply Chain Oversight Guidance Material (CSCOGM) and the Cybersecurity Risk Assessment Guidance Material (CRAGM) — the guidance airlines use to evaluate third-party technology providers on exactly the areas listed above: access control, software supply-chain integrity, and vendor risk management.
A live demonstration shows how guest feedback, operational data and performance measurement combine to provide a real-time view of your guest-facing operation.
See how Paxy helps you measure service delivery, improve accountability and make better operational decisions across every location in your network.
Book a Live Demonstration