messaging

In the hospitality business, the most important thing to keep in mind is the guest experience, i.e. how your guests feel before, during and after their stay

A perfect resolution is not always possible. Even so, when dealing with a disgruntled guest, you’ll still want to invite them back for another visit

Social media is a place where a guest expects some level of speed and brevity across all communications, so knowing when you receive a message is crucial

While most happy guests tend to leave good reviews or make positive social media posts, sometimes a guest may want to reach out to you directly

You’ll understand why segmentation is important, how to segment hotel customers, what data to collect from your customers and how to turn data into bookings

As customers have their inboxes flooded with messages, offers, and advertisements, how do you ensure your emails stand out? The answer is to segment

Without a strong subject line, emails don’t get opened. And unopened emails have no chance for conversion. Of course, that’s all easier said than done

When creating guest persona segmentation, remember to make a start with at least a few and keep adding or modifying, as and when you identify more

There are three main reasons why hotels may have high unsubscribe rate and it all comes down to one main point: Your emails are not relevant to guest needs 

Having a few strategies in your back pocket to handle frustrated guests on social media can help ease the tension and potentially improve reputation online