Post by ivykhan885 on Mar 10, 2024 4:31:12 GMT
If you manage a hotel, a resort or another type of accommodation facility, you know how much a guest's satisfaction impacts the return rate, loyalty and your brand reputation . A very powerful mix of factors which, managed properly, in most cases leads to a constant increase in your income. How to make your guest satisfied? Certainly offering a range of services in line with your expectations, but also with effective communication, even before check-in. Today we reveal some strategic techniques for communicating with guests, inspired by the contribution of eHotelier . Step by step communication Guest communication encompasses all interactions between hoteliers and their customers. It's the glue that holds the entire guest experience together , from availability inquiry to checkout. More generally, it is a process that involves the different channels available in managing the relationship with the customer. Let's clarify with a practical example: during the booking phase, your hotel's website is clear and perhaps offers a virtual assistant to answer the guest's doubts.
A few days before check-in, send a booking confirmation email with details about your stay, including any special requests. Once arrived at the hotel, welcome the traveler at the reception with smiles and friendliness, explaining the facility's services and the most important information. One day after checking out, send an email thanking you for your preference and asking for feedback on your experience. In such a context, communication throughout the guest journey was personalized and precise, whether it was a digital or physical touchpoint, making the guest feel special and elevating the experience. This is the goal you should set with your clients every time. How to improve communication with guests Improving communication with guests is critical Australia Telegram Number Data creating an exceptional experience that leaves a positive, lasting impression. To achieve this goal, you can adopt different approaches, all valid. Multi-channel communication Multi-channel communication allows you to intercept guests on the platforms they prefer. While some may prefer emails, others may favor the immediacy of WhatsApp. By offering different channels, you increase your chances of effectively engaging travelers. The secret to success? A multi-channel CRM for hospitality, capable of reaching guests on different digital touchpoints.
Value-based strategy In hospitality, a value-based strategy involves offering personalized, relevant, and meaningful interactions with guests during their stay. If you only communicate with generic offers and messages that do not take personal preferences into account, you are not creating value for those who have chosen you. The ultimate goal of this strategy is to provide services, information and experiences that enhance your guests' hotel visit and leave them with a lasting positive impression. And customization is key to doing this. Where to start? Divide customers into meaningful categories: business travelers, families, couples, etc. Using your CRM , you then analyze their preferences, booking history and any other relevant data to create distinct buyer persona profiles . Availability on all channels In the digital age, guests expect frictionless and instant communication with the service providers they choose. To meet these expectations, your hotel should be available and proactive across all channels , responding promptly. In particular, guests appreciate timely and personalized responses. Whether they have a question, need assistance or want to make a reservation, an omni-channel strategy allows you to respond quickly with personalized solutions. Don't forget to monitor social.
A few days before check-in, send a booking confirmation email with details about your stay, including any special requests. Once arrived at the hotel, welcome the traveler at the reception with smiles and friendliness, explaining the facility's services and the most important information. One day after checking out, send an email thanking you for your preference and asking for feedback on your experience. In such a context, communication throughout the guest journey was personalized and precise, whether it was a digital or physical touchpoint, making the guest feel special and elevating the experience. This is the goal you should set with your clients every time. How to improve communication with guests Improving communication with guests is critical Australia Telegram Number Data creating an exceptional experience that leaves a positive, lasting impression. To achieve this goal, you can adopt different approaches, all valid. Multi-channel communication Multi-channel communication allows you to intercept guests on the platforms they prefer. While some may prefer emails, others may favor the immediacy of WhatsApp. By offering different channels, you increase your chances of effectively engaging travelers. The secret to success? A multi-channel CRM for hospitality, capable of reaching guests on different digital touchpoints.
Value-based strategy In hospitality, a value-based strategy involves offering personalized, relevant, and meaningful interactions with guests during their stay. If you only communicate with generic offers and messages that do not take personal preferences into account, you are not creating value for those who have chosen you. The ultimate goal of this strategy is to provide services, information and experiences that enhance your guests' hotel visit and leave them with a lasting positive impression. And customization is key to doing this. Where to start? Divide customers into meaningful categories: business travelers, families, couples, etc. Using your CRM , you then analyze their preferences, booking history and any other relevant data to create distinct buyer persona profiles . Availability on all channels In the digital age, guests expect frictionless and instant communication with the service providers they choose. To meet these expectations, your hotel should be available and proactive across all channels , responding promptly. In particular, guests appreciate timely and personalized responses. Whether they have a question, need assistance or want to make a reservation, an omni-channel strategy allows you to respond quickly with personalized solutions. Don't forget to monitor social.