Your hotel’s guests are your lifeblood so maintaining open and friendly communications with them is vital. People want to feel cared about. They want to feel you are thinking about them and going the extra mile for them. This is what builds brand loyalty and encourages repeat business.
Email has made it easier than ever to stay in touch with people but it can be difficult for busy hotel staff to find the time to draft and send regular updates out to guests. That is why our property management system (PMS) Hotel Executive’s guest engagement module has proven so popular.
The guest engagement feature automatically sends up to four expertly designed, branded emails during and after the booking process to ensure you maximise up-selling and marketing opportunities with all visitors. It has been a huge success.
Now, we’re launching a new improved version of guest engagement after listening to extensive feedback from our many customers.
The new guest engagement module will follow the same tried and tested model but with a few key additions:
- The automatic emails now have a separate section hotel staff can fill in with bespoke booking-specific messages to create a personal touch for each guest.
- It will also facilitate more flexible group booking communications so emails can be sent to everyone in the group rather than simply the individual making the reservation.
As a quick recap on how guest engagement works, the first message is a confirmation email which can be customised to check all the specific details of an individuals’ booking i.e. breakfast included, a dinner booking, flowers on arrival and more.
A second email is set to send a couple of days ahead of your guest’s arrival. Presented as a helpful welcoming email, this is a great opportunity to up-sell additional services such as a dinner reservation or spa treatment, highlight any special offers or discounts and provide information about nearby sights and activities.
A third email will automatically go out after check-out asking for feedback. This can include links to TripAdvisor if you choose.
Finally, the system can be set up to send a ‘bring back’ email sometime later offering the guest special incentive to rebook such as a discount offer.
The new version of guest engagement is available now and hotels can place their order immediately or request a free demo.
To find out more, get in touch.