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How to listen to your guests to improve their stay
9 Ways to Add that Personal Touch
For Your Guests
We’re told the 2017 guest wants a more
personalised experience…
“Brands need to recognise the universal need of the
community as well as, through personalisation, what
resonates with ind...
But what does ‘personalistion’
mean to your guests?
What UK consumers say brands do to give them more personalised service...
The relationship between consumers and brands
requires a new mind-set. In today’s digital age, an
organisation’s interacti...
Before their stay
Guest needs
Find out what your guest’s needs are at first
contact. A ‘pre-stay’ email is the quickest
find out anything yo...
Special requirements
Do they have special requirements,
particular room preferences or upcoming
celebrations?
Do they need...
Package options
Show them you have taken the time to think
about what they might like by giving them
the option to upgrade...
Each point of contact can be used
to refine the idea you have of an
individual guest.
While at the hotel
Quick check-in
Repeat guests and VIPs should be greeted by
name and the check-in process should be as
quick as possible.
S...
Be relevant and helpful
Give your guests relevant information that
might be useful during their stay, based
on the type of...
Access to guest data
All relevant staff should have access to the
guest’s information and preferences to help
make the gue...
"Personalise or perish should be the mantra at the heart of
hotel companies’ efforts to build their brands and lay
platfor...
After they leave
The bigger picture
All the information you have collected about
your guest – his demographic information, likes,
dislikes ...
t
The key to building guest loyalty with
marketing is to be personal and specific…
Social engagement
Invite guests to share their experiences with
your hotel on social media – and thank them
on their posts...
Targeted offers
Tailor your email campaigns to ensure that you
only send special offers and promotions
relevant to the par...
GuestRevu
Listen, learn and earn from your guests
Start the journey into personalising
your guest’ experience with
GuestRe...
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GuestRevu - 9 ways to add that personal touch for your guests

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Industry leaders are all saying it’s time to 'personalise' the guest experience, but what does this actually mean? And where and how do you start? Check out the full article here: http://blog.guestrevu.com/taking-the-first-steps-toward-personalisation-in-2017

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GuestRevu - 9 ways to add that personal touch for your guests

  1. 1. How to listen to your guests to improve their stay 9 Ways to Add that Personal Touch For Your Guests
  2. 2. We’re told the 2017 guest wants a more personalised experience…
  3. 3. “Brands need to recognise the universal need of the community as well as, through personalisation, what resonates with individual members - their likes and dislikes, what they need and when they need it." – IHG’S 2016 TRENDS REPORT
  4. 4. But what does ‘personalistion’ mean to your guests? What UK consumers say brands do to give them more personalised service. Based on a slide published on the Sabre.com website (https://www.sabre.com/insights/breaking-buzzwords-what-does-personalization-actually- mean-in-travel/) Address me by name in communications Only send me offers relevant to my interests Know my past history with them and emails reflect this Only send me offers relevant to my location 52% 49% 42% 27% According to Sabre, this is what UK consumers say brands do to give them a more personal service:
  5. 5. The relationship between consumers and brands requires a new mind-set. In today’s digital age, an organisation’s interaction with the outside world is more than transactional – it needs an emotional engagement to succeed, stay relevant and most importantly, maintain trust. – RICHARD SOLOMONS, CHIEF EXECUTIVE OFFICER, IHG “
  6. 6. Before their stay
  7. 7. Guest needs Find out what your guest’s needs are at first contact. A ‘pre-stay’ email is the quickest find out anything you need to know! Do they need: ⎯ Airport pickup ⎯ Tour bookings ⎯ Restaurant reservations TIP 01
  8. 8. Special requirements Do they have special requirements, particular room preferences or upcoming celebrations? Do they need: ⎯ A specific diet ⎯ Hypo-allergenic bedding ⎯ Champagne and chocolates for an anniversary TIP 02
  9. 9. Package options Show them you have taken the time to think about what they might like by giving them the option to upgrade to a package relevant to their holiday. This could be: ⎯ All meals included for business travellers ⎯ A picnic and game drive for families ⎯ Spa treatments for two for couples TIP 03
  10. 10. Each point of contact can be used to refine the idea you have of an individual guest.
  11. 11. While at the hotel
  12. 12. Quick check-in Repeat guests and VIPs should be greeted by name and the check-in process should be as quick as possible. Some hotels use tablets to allow the front of house staff to do check-ins with guests in the comfort of their room. TIP 04
  13. 13. Be relevant and helpful Give your guests relevant information that might be useful during their stay, based on the type of holiday they are on or the reason for their stay. This could be: ⎯ Local attractions ⎯ Activities and tours ⎯ Weekly deals TIP 05
  14. 14. Access to guest data All relevant staff should have access to the guest’s information and preferences to help make the guest feel valued. This is where a Property Management System (PMS) or Content Management System becomes essential for the seamless running of your hotel. TIP 06
  15. 15. "Personalise or perish should be the mantra at the heart of hotel companies’ efforts to build their brands and lay platforms for long term-success. – COLIN FEELY, PARTNER - AUDIT AND ASSURANCE, GRANT THORNTON
  16. 16. After they leave
  17. 17. The bigger picture All the information you have collected about your guest – his demographic information, likes, dislikes and interests – can be used post-stay to: 1. Strengthen your connection with your guests 2. Market your hotel in a more targeted, personal way 3. Encourage repeat visits, social media engagement, and loyalty. TIP 07
  18. 18. t The key to building guest loyalty with marketing is to be personal and specific…
  19. 19. Social engagement Invite guests to share their experiences with your hotel on social media – and thank them on their posts when they do! This is also a great way of generating social proof for your brand. TIP 08
  20. 20. Targeted offers Tailor your email campaigns to ensure that you only send special offers and promotions relevant to the particular guest. Tip: knowing their likes and dislikes from their previous visit will show that you have listened and enable you to make the offer more relevant. TIP 09
  21. 21. GuestRevu Listen, learn and earn from your guests Start the journey into personalising your guest’ experience with GuestRevu. We help hoteliers listen to, learn and earn from their guests by enabling them to leverage the power of their guest data to build lasting loyalty and drive revenue. Request free demo

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