Some of us still remember booking hotels before the digital age. It often involved receiving a tourist information guidebook with basic hotel descriptions and phone numbers only. Many hoteliers relied on brochures, magazine ads, or even a “vacancy” sign at the front of their property as their primary means of communication with potential guests. Surprisingly, this wasn’t too long ago!
NB: This is an article from WebRezPro
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Nowadays, thanks to a plethora of digital tools, businesses have numerous ways to reach consumers. What’s more, we’re no longer engaged in one-sided conversations with customers. In this digital age, hoteliers no longer talk at guests but with them, wherever they are – from your website and email to SMS and digital guidebooks. It’s high-octane hospitality!
To help you make the most of your digital touchpoints, we’ve created this quick guide outlining how each one supports your overarching communication strategy to give your bottom line a high-octane boost, too.
Online Booking Engine
Who doesn’t love booking online? As a guest, it’s so easy to see what dates, rooms, and rates are available. As a hotel, having an online booking engine on your website is synonymous with good customer service—and it makes life easier for you, too. But are you making the most of your booking engine? Many hotels miss the important piece that booking engines play in their communication puzzle.
While guests are online and browsing through their accommodation options, take the opportunity to:
- Write captivating room descriptions that identify your unique selling proposition.
- Implement dynamic pricing based on local events, demand, and season.
- Upsell amenity add-ons and vacation packages to offer guests something special.
- Build guest trust with transparent reservation and cancellation policies.
- Capture first-party guest data to leverage for future personalized offers, campaigns, and retargeting ads.
- Automate real-time booking confirmations providing guests with information that helps build trust.
Most guests are comfortable with booking online, so contactless check-ins are the next logical step in the guest journey. While they can skip the front desk and enjoy checking in from the comfort of their own device, don’t miss your opportunity to welcome guests as you would in person. In your hotel’s check-in messaging, ensure to:
- Include clear steps on how to check in to remove any friction (or objection).
- Build excitement by briefly highlighting key amenities and providing the opportunity to add on extras, from in-room refreshments to room upgrades. Linking to your digital guidebook can also build excitement and enhance hospitality at this important touchpoint.
- Provide support and remind guests that you are there for them via chat, phone, or email if they have any questions or issues—this can make or break your first impression.
Automated emails are a key communication piece for hotels and, once set up, require little effort to maintain! Configure email templates in advance, personalized and triggered based on reservation data. You can further customize emails with special offers or relevant visitor information based on room and rate types booked.