person accessing messaging on a mobile phone illustrating the importance to hotels for enhancing the guest experience

In the highly competitive hospitality industry, securing direct bookings is more important than ever.

NB: This is an article from Asksuite

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While many hoteliers only focus on acquiring new clients, one critical aspect often overlooked is effective follow-ups with the confirmed ones. A well-implemented hotel guest follow-up strategy not only increases direct bookings but also fosters long-term guest loyalty.

But what does a hotel guest follow-up mean, and how can it directly impact your revenue? In this article, we’ll explore its significance, delve into actionable workflows, and demonstrate how to use tech tools like WhatsApp to optimize follow-up efforts.

What’s a Hotel Guest Follow-Up?

A hotel guest follow-up is the process of engaging with potential, current, or past guests after an initial interaction. This could include follow-ups after inquiries, during their stay, or even post-checkout. The primary goal is to encourage guests to take desired actions, such as completing a booking, leaving a review, or returning for another stay.

Unlike generic sales tactics, an effective follow-up is personalized, timely, and value-driven—aimed at guiding guests through their decision-making journey without being pushy.

Pro Tip: In addition to follow-ups, your hotel can enhance guest interactions by making their lives easier. For example, automate messages to offer a seamless, user-friendly virtual check-in/out process. It’s also possible to send a warm welcome message upon their arrival or a thoughtful thank-you message after their departure.

Why Should My Hotel Follow Up With Guests?

The importance of a hotel guest follow-up cannot be overstated. It plays a pivotal role in driving revenue and ensuring guest satisfaction. By staying connected with guests at crucial points—before, during, and after their stay—hotels can significantly influence decision-making, build trust, and enhance the overall guest experience. Here’s why:

  1. Boost Conversion Rates: Travelers often explore multiple options before booking. Following up keeps your hotel at the top of their mind and increases the likelihood of securing a reservation.
  2. Enhance Guest Experience: Checking in with guests during their stay ensures their needs are met, creating a memorable experience that encourages positive reviews and repeat visits.
  3. Reduce Abandoned Bookings: Potential guests that went through the whole booking process but didn’t complete it are a gold mine! They’re more likely to close the deal than a traveler that didn’t request a quote.
  4. Increase Direct Bookings: Personalized follow-ups through direct channels, like WhatsApp, reduce reliance on OTAs as well as lower commission costs.

By implementing an intelligent follow-up strategy, your hotel can maximize revenue opportunities and strengthen guest relationships.

3 Workflows to Follow Up With Guests at Your Hotel

Curious about implementing practical workflows on WhatsApp to follow up with your guests?

Here are three suggestions to use before, during, and after their stay. You can always tailor them to fit your hotel’s unique needs and exceed your guests’ expectations.

Read the full article at Asksuite