The focus is on guest satisfaction
The consumers have become more demanding, and therefore they expect to have all necessary information about the hotel in their smartphones. Booking and reservation should be easily accessible on mobile applications.
Booking trends have changed in recent years. The customers are tired of the countless hotel web pages and filling in of the booking forms, they don’t want to compare hotels and search for the ways to contact a hotel administration to find an answer to simple questions anymore. And the hoteliers should deal with this tendency. The impression about the hotel service begins to form even before a guest books something. And to convince the guest to stay at the hotel, the webpage of this hotel should be easy to find and navigate. This poses a challenge for many companies, especially small and medium-sized.
But how to stand out from the crowd?
What makes your product unique?
How will the consumers know about you?
The answer is simple: don’t be afraid of technical innovations! - here we wrote in details about it.
Use the newest technologies and receive direct benefits. Digitization is such a process that is rapidly evolving. If you will miss the new trends, it will be hard to keep up with the other hotels.
Using the right strategy you can not only satisfy the needs of guests but also you will receive the possibility to communicate directly with customers. Communication between guest and hotel is the most significant element that will help you win the loyalty of the clients and increase it in the long term. You will receive a direct feedback and the guests will be able to voice their wishes and share their experience in your hotel with others.
Make the guests feel comfortable with the quality service and transparent management so that they will come back next time.
Be active!
Get to know your customers. Create a database with the information about your guests and define the target audience. Families? Couples? Businessman? Test through which channels (Facebook, email, Instagram, newsletters) you can reach your guests. The effectiveness plays a big role. How do you contact your guests? You should take those 3 factors into consideration:
What time?
Through a which channel?
What is the content?
Now an important point comes into play: the personalization.
Because data + content = personalization.
[definition: personalization is an art of a direct contact with the guest. Tailored experiences based on interests, purchasing behavior and demographics can be generated and delivered via custom messages, promotions and product offerings.]
“Quality over quantity!
A proper preparation is a key”
The guests want to be addressed directly, want exactly the information they need and indeed short and sweet. The more you know your customers, the better you can match the content to the guest. And that automatically leads to customer loyalty and direct conversations.
Here is what marketing leaders think about it
Big Data
Gather as much information about your guests as possible, but do not forget about GDPR. Since the new General Data Protection Regulation comes into force on 25 May, some new facts should be considered. It has never been so important to thoroughly filter the data the guest may store and reuse. If the backup does not comply with the new regulations, this can be very expensive - 20 million euros or 4% of the company's annual revenue.
What will change with the new terms for you and what strategy to follow - you can learn from this article.
A work with large amounts of data facilitates the drastic changes in the travel industry. The ability to quickly identify and evaluate guest trends, travel behavior, business momentum and opportunities cannot be discarded. However, there are some challenges such as a lack of data scientists, affordable infrastructure and deployment costs.
Many large companies are already working with big data and data analytics and have a great advantage over all competitors.
Granted, that sounds very complicated and tricky - but with the right help, it's easy.
Professional Help
Customer Relationship Management (CRM) is no longer just a tool for sales and marketing.
HotelFriend helps to create a huge guest database with special offers and a unique online presence.
Our Concierge App is the perfect way to get in touch with the customer directly. You will be able to make targeted offers, receive reviews and ratings, and turn your guests into loyal regulars.
Public relations: Ralph Eichelberger
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