Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

5 Things Hotels Must Do to Provide the Best Guest Experience

936 views

Published on

The hotel and hospitality industry competes heavily on customer experience and service. Learn the 5 things all hotels and hospitality businesses must do to provide the best guest experiences and create lifetime customers.

Published in: Business
  • Be the first to comment

5 Things Hotels Must Do to Provide the Best Guest Experience

  1. 1. 5 Things Hotels Must do to Provide the Best Guest Experience
  2. 2. CONFIDENTIAL | 2 2 Importance of the Guest Experience The hotel and lodging industry is hyper competitive. Success and loyalty heavily relies on the importance of creating the best experience possible for each and every guest. We will cover the Top 5 Things Hotels Must do to Provide the Best Guest Experience. Mobile Booking & Check-in WIFI Access: For Free Personalized Promotions & Offers Social Media Engagement Text Messaging 1 2 3 4 5
  3. 3. CONFIDENTIAL | 3 3 Mobile Booking1 WHY? 51% of travelers who book trips via digital will use a mobile device.* Hotel bookings on mobile devices increased by 67% in the US from 2015-2016.** HOW? There are a couple ways to implement mobile booking. If your organization has the resources to build the software for mobile booking, it may be the way to go as it eliminates long-term contracts and influxes in pricing. You can also go with a 3rd party vendor which can handle the entire implementation for you, eliminating a lot of internal resource effort for development and maintenance. Here is a list of Hotel Reservation Software Providers. *https://www.emarketer.com/Article/By-2016-Most-Digital-Travel-Bookers-Will-Use-Mobile-Devices/1013248 **http://www.travelagentcentral.com/running-your-business/stats-hotel-bookings-mobile-devices-up-67-percent
  4. 4. CONFIDENTIAL | 4 4 WIFI Access: For Free2 WHY? 65% of hotel guests were online within 7 minutes of checking in.* 75% of hotels offer free internet.** HOW? Setup a separate and secure internet connection and password protect it to allow only your guests to access. Change your password frequently to ensure connection is always secure. You can use automated email or text message to notify guests of the WIFI password upon check-in. *https://www.usatoday.com/story/travel/roadwarriorvoices/2016/04/06/hotel-wi-fi-survey/82725742/ **http://www.travelagentcentral.com/running-your-business/stats-hotel-bookings-mobile-devices-up-67-percent **http://www.hotelwifi.com/news/hotel-wifi-survey-2.pdf
  5. 5. CONFIDENTIAL | 5 5 Personalized Promotions & Offers3 WHY? 8 in 10 consumers say that personalized marketing has some impact on their decision to purchase.* 10-20% improvement in conversion rate with personalized marketing.* HOW? Leverage guest or loyalty data such as past purchases and preferences to strategically send out promotional offers based on the guest’s interests. For example, if a guest purchased in a spa treatment during the last stay, send an offer for a free massage or room to entice them to come back. *https://www.revinate.com/blog/2014/09/mobile-personalized-marketing-millennials-hospitality/
  6. 6. CONFIDENTIAL | 6 6 Social Media Engagement4 WHY? 90% of hotels actively use Facebook and 78% use Twitter to engage guests.* 92% of customers trust their friends and family’s recommendations.* HOW? You can engage your customers in a couple of ways. One way is to post interesting content relating to your business and industry that gets readers excited about your brand. The other way is to answer any questions or criticism that is mentioned about your brand. This will let customers and other readers know that you care about their opinion and are taking the extra step to ensure their needs are met and exceeded. https://www.skytouchtechnology.com/blog/hotel-social-media-roi/
  7. 7. CONFIDENTIAL | 7 7 Text Messaging5 WHY? 98% open rate for text messaging among consumers.* 3/4 of consumers would rather text message customer support than call.** HOW? Look for a business text messaging software provider that can help you easily manage guest text requests and communications through a centralized portal. The texting software should also be able to automate messages to reduce manual resources and have the ability to integrate with your current hotel guest management system to ensure guest needs are met in a timely manner. *https://mobilemarketingwatch.com/sms-marketing-wallops-email-with-98-open-rate-and-only-1-spam-43866/ **http://www.eweek.com/networking/consumers-like-using-text-messages-to-solve-customer-service-issues +
  8. 8. CONFIDENTIAL | 8 8 Create better guest experiences with text messaging! Zingle is a software solution that helps businesses communicate with customers via texting and other mobile messaging channels. Zingle allows businesses to engage, support and respond to customers in the new mobile messaging era. Zingle’s real-time enterprise platform works on any device and provides all the software tools to deliver an instant, actionable and seamless customer service experience. CLICK HERE TO GET A PERSONALIZED DEMO TODAY! www.zingle.me | sales@zingleme.com | 877.946.4536

×