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Creative Guest Services Strategies: Hospitality Audio Marketing
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Creative Guest Services Strategies: Hospitality Audio Marketing

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How to use audio in hospitality marketing and guest services strategies. Overhead announcements, background music, message on wheels for transportation services, and more are discussed. Emphasis on …

How to use audio in hospitality marketing and guest services strategies. Overhead announcements, background music, message on wheels for transportation services, and more are discussed. Emphasis on hotels, restaurants, resorts, spas.

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  • 1. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
  • 2. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Audio Helps Guest Services o Audio can do more than just liven up your website or inform callers who are on hold. It can be a powerful tool for enhancing guest service initiatives. o Audio affects people psychologically, physiologically, behaviorally, and cognitively. This presentation will show you how to use it effectively for optimum results.
  • 3. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Guest Services Audio – At A Glance Message On Wheels Guest Notification Services Overhead Music Overhead Announcements Guest Assessment Surveys
  • 4. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Message On Wheels o On the phone, you play a message for callers who are on hold. o You can incorporate this same idea into travel time if your property provides transportation services. o Messages can be played over your vehicles’ existing audio systems.
  • 5. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Message On Wheels o The Ridgeway Inn in Memphis, Tennessee plays a Message On Wheels program for guests who are using their car service. o The messages describe the Inn’s guest rooms and amenities, highlight select services, and promote special offers.
  • 6. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Message On Wheels o Most travelers appreciate the soothing voice and music that they will hear en route to your property. o A Message On Wheels program is essentially the audio book version of the guide guests will find in their hotel room—the difference is that they’ll effortlessly learn everything they need to know before getting to the property. Learn More: Blog-Message On Wheels: Audio in Motion for Hospitality
  • 7. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Guest Notification Services o Sometimes, guests end up waiting while they’re in your property. Maybe your restaurant is busy or their room isn’t ready yet. o While guests are waiting, there is little that they can actually do. Often, they feel tethered to your property because they want to check in or be seated as soon as possible. Learn More: Blog-Increasing Customer Satisfaction During Real Life Hold Time
  • 8. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Guest Notification Services o When seating or a room is ready, guests can receive a phone call or text message. They can choose to return right away or delay seating. o Wait List Manager, a product from Queuent, allows guests to use their mobile phone as a pager, instead of traditional coaster buzzers. o Guests are now free to go about their business and staff knows exactly when they’ll be back.
  • 9. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Guest Notification Services o By incorporating mobile phones into guest notifications, you can also build a marketable, mobile database. o If your guests opt in to your database, you can send them: • News • Promotions • Menu Changes • Seasonal room rates Text From: Main St. Café Today is National Coffee Day— celebrate with half price lattes from 12 - 3 pm!
  • 10. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Overhead Music o Playing the right music within your facility can set the tone for guests’ entire stay. o When choosing music, consider about how you want your guests to feel.  Calm music will soothe guests at a spa, helping to regulate breathing and blood pressure while relieving muscle tension.  Up-tempo tracks can get families ready for fun at a resort or amusement part.
  • 11. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Overhead Music “ The most powerful aspect of music is rhythm. Rhythm will help you get more excited when sped up; when slowed down, it helps calm the body. ” Ron Borczon, Professor of Music Therapy California State-North Ridge Learn More: Blog-How To Choose the Right Music in 5 Simple Steps
  • 12. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Overhead Announcements o Overhead announcements should be designed, produced, and implemented in a way that informs guests without disturbing them. o Announcements should fit in with the overall theme of your venue. o Announcements are generally more suited for the public places of your property: the lobby, restaurant, and fitness center can all benefit from their use.
  • 13. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Overhead Announcements o You might announce:  Drink specials at your bar  Upcoming family activities  Special hours at your pool o Professionally produced announcements can ensure they are unobtrusive while being understood by guests. Strategically played announcements in the appropriate setting can encourage participation in your property’s events.
  • 14. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Guest Assessment Surveys o If guests are staying at your property for two days or more, you might way to survey them to gauge their satisfaction. o An automated telephone survey can be set up to call guests.  The general manager or property owner greets guests and explains the survey  The survey is then administered by a professional voice.
  • 15. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Guest Assessment Surveys o In-property surveys allow you to start service recovery while guests are on site, not after they have left. o Depending on survey responses, different departments can be alerted of praise or problems. o Measuring guest satisfaction is an important step in making your property even better.
  • 16. Brought to you by Holdcom | www.holdcom.com | 800.666.6465 Click Here to Download Holdcom’s Complete Guide to Audio Marketing for Hospitality Properties

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