Do you think improving guest communication is essential for creating a positive experience and ensuring guest satisfaction? In the world of hospitality, where impressions are everything, effective guest communication can be the difference between a one time visitor and a loyal patron.
NB: This is an article from Bookboost
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Whether you are running a hotel, hostel or serviced apartments, the ability to connect with guests on a personal level is a superpower that can transform your business.
Imagine a guest arriving at your property with a genuine smile, knowing they’ve chosen the perfect place for their stay with a guest who leaves a great review and returns for more memorable experiences. It’s not a far-fetched dream, it’s the reality you can create through purposeful and strategic guest communication.
Picture a guest who leaves a glowing review, enthusiastically sharing their experiences with others, and then returning for more memorable moments. It’s not a far-fetched dream; it’s the compelling reality you can create through purposeful and strategic guest communication.
In this article, we’ll unveil five powerful tactics that will not only enhance your digital guest communication but also elevate your hospitality game to new heights. Whether you’re a seasoned hotelier or just dipping your toes into the hospitality industry, these tactics are your keys to crafting extraordinary guest experiences.
What is guest communication?
Guest communication is a versatile concept that refers to all interactions between the hoteliers and its customers. It’s the glue that binds together the entire guest experience, from the initial inquiry to the warm sendoff.
But more importantly, it is more than just words on paper or polite exchanges, it involves how hoteliers own every channel and optimize it to reach their guests in the best possible way.
Let’s Imagine you are a guest staying at a boutique hotel for a weekend getaway.
When making the booking, the hotel website was very clear on the process and offered a chatbot to answer all your questions. A few days before your check-in date, you receive an email from the hotel confirming your reservation.The email includes details about your stay, including any special requests you made during the booking process.
When you arrive at the hotel, you’re greeted by a friendly front desk staff member who confirms your reservation and provides you with a key card. They also explain the hotel’s amenities and services such as the location of the restaurant hours and Wi-Fi access.
You receive a welcome note in your room addressed by your name along with a personalized recommendation for a nearby hiking trail that matches your interests as you mentioned your love for nature during booking.
A day after checking out, you receive an email from the hotel thanking you for choosing them for your stay and asking for feedback on your experience.
In this example, the guest communication during the entire guest journey was personalized and accurate, no matter if it was a digital or a physical touchpoint, making guests feel special and elevating the guest experience. And that is the balance you should be after.
Why is it important to have good guest communication?
Good guest communication is crucial for hoteliers for several reasons as it can have a significant impact on a hotel’s reputation, guest satisfaction, and ultimately, its revenue.
Hoteliers who prioritize and excel in guest communication reap a multitude of benefits that not only enhance the guest experience but also contribute significantly to the bottom line.
