Smart independent operators know their guests are online – and are reaching them there to increase loyalty and revenue. Here is how.
“We know our guests and keep them coming back with Digital Alchemy’s personalized, and intelligent, Email Confirmation, Pre-Arrival letters, and Post-Stay eSurveys.
‘Personalized’ because we reach out to guests when we have something we know they want, and ‘Intelligent’ because we know who opens our emails so we engage in two-way communication.” said Jeff Bay, Area general manager for HayMax Hotels that operates the Hotel Aspen and Molly Gibson Lodge in Aspen, Colorado.
Guests respond to branded personalized messages
“Our properties are boutiques operations. We standardize all our guest communications, from confirmations to eSurveys, with unique property graphics and branding, and personal messages based on past preferences,” Bay said.
“Attractive, professionally branded messaging that recognizes a guest’s interests gets read and responded to. We worked with Digital Alchemy to create personalized messaging that is more effective. We can see instantaneous revenue statistics that empowers us to immediately see the return on each email and campaign.
Our confirmations also showcase our amenities, local events and transportation. Plus, eSurveys enable us to capture guests’ thoughts when they are fresh in their minds.” HayMax watches for any negative comments for fast response and also helps us receive more positive TripAdvisor reviews.
Digital Alchemy is the leading provider of hospitality Customer Relationship Management, guest communications, and email marketing for hotels. Its suite of online guest communication, hospitality internet marketing, and digital marketing tools for hotels are used by more than 500 brand and independent properties. Digital Alchemy drives revenue through dynamic personalized 2-way mobile messaging, guest communication, marketing, and guest feedback.
It produces and supports 100% of its clients’ email design and production requirements in-house based on an in-depth understanding of each customers’ needs.
Read full article at: Hotel Online