Discover top hotel guest engagement strategies to enhance guest satisfaction, build loyalty, and boost revenue. Learn how Guestara streamlines and personalizes guest experiences seamlessly.
Discover top hotel guest engagement strategies to enhance guest satisfaction, build loyalty, and boost revenue. Learn how Guestara streamlines and personalizes guest experiences seamlessly.
As per reports, engaged customers have the potential to generate 51% more revenue than disengaged customers. Well, that’s an incredible opportunity to tap into.
In fact, several guest engagement ideas have the potential to boost customer retention, improve guest satisfaction, build brand loyalty, etc. But the trick is to strategically evaluate and implement the best one that works.
So, If you want to drive exceptional growth and revenue with the help of effective hotel guest engagement strategies, this blog post is for you.
We have already covered a detailed overview of the significance and impact of hotel guest engagement in our previous blog post. However, having a well-defined hotel guest engagement ‘strategy’ in place is where the magic truly begins!
In fact, once your strategy is perfectly aligned with your intended outcome, you are bound to get exceptional results.
For instance, If your intention is to enhance guest experience and secure positive reviews, then your strategy must focus on sending personalised communication, offering prompt responses by streamlining communication, etc throughout the guest's stay.
Whereas, If you intend to boost ancillary revenue, curating an upselling strategy that perfectly aligns with your guest's preference is the ideal way forward.
In order to leverage the impact of your guest engagement strategy, you’ve got to get down to certain nitty gritties before implementing. We have listed down a few points for your easy reference.
Guest engagement begins with analysing your guest’s needs and the purpose of their stay. Determining the purpose helps you create strategies that perfectly align with their needs, thereby optimising their overall impact. Whether your guests are business travellers who require information on co-working spaces or families travelling with an infant who might require baby-proofing equipment, Understanding your guest profile and equipping them with the right information or service is certain to enhance their stay immensely.
From properties such as Mariott or Four Seasons that redefine luxury to Six Senses Resorts which stands firm on its sustainability initiative - staying true to your brand voice across channels is the most essential aspect of hotel guest engagement.
Moreover, maintaining a consistent brand voice across all your communication channels strengthens your brand reputation and loyalty among your guests.
With the ever-changing technological advancements, increased competition, rising costs and revenue fluctuations, etc. — keeping track of hospitality trends is the most effective practice every hotel must follow.
Leveraging automation is certain to transform the hospitality landscape in the coming years. In fact with the usage of AI, hotels can better segment guests and can drive up to 50% increase in guest return rates. Moreover, in terms of optimising text-based communication, 78% of respondents prefer when hotels reach them via text for important updates or information.
It’s a no-brainer that your entire hotel staff must be well aware of the latest updates on the hotel guest engagement ideas.
Conduct bi-weekly/ monthly sessions to keep your hotel staff informed about any changes or updates to the strategies. This helps you avoid any miscommunication by keeping your guests and staff on the same page.
Regularly evaluate the key performance indicators such as Occupancy rate, Average daily rate (ADR), Revenue per available room (RevPAR), etc in accordance with the strategies implemented.
Conduct a weekly analysis report on the key performing indicators during a specified period. This approach will help you optimise the strategies that worked and let go of the ones that didn't.
Now, let's head on to the most important aspect on learning how to engage hotel guests with the help of strategies. Read on…
Here is a list of 8 hotel guest experience examples that still stand the test of time and are here to stay. Although, it's best to evaluate your intent, ideal guest profile, budget, etc. before deciding to implement a strategy.
Pre-equip yourself with accurate information about your guest profile. Whether your guests have dietary restrictions or prefer a non-smoking room — a quick pre-arrival survey will provide you with the most crucial information that you would've otherwise missed out on.
This approach makes the guests feel valued and are more likely to return and refer your property to others.
Whether your guests are at pre-stay, in-stay or post-stay — offering necessary information about your hotel services or otherwise, without having them call or text your staff creates a lasting positive impression.
For instance, information about travel safety tips for first-time visitors, tourist attractions or local shopping centers for leisure or family travellers; networking events or co-working spaces for business travellers, etc.
Nowadays, most guests interact via their preferred communication channel. Owing to this, there is usually an influx of multiple messages from varied channels, making it difficult for staff to navigate all the messages simultaneously.
A unified inbox will help you streamline communication by providing an overview of the messages from multiple channels on one single platform. It helps your staff manage and respond to multiple queries at once saving a great deal of time and effort.
To back this up, omnichannel customer engagement increases revenue by 9.5% year over year, in comparison to 3.4% for other companies.
Whether you want to cater to influencers staying at your property or enhance your Millennials or GenZ guest's stay. You can customise your upsell offers based on their specific needs and preferences.
For instance, provide multi-cuisine options at your in-house restaurant, late check-out, etc to influencers. Whereas present options for early check-in, room upgrades, fitness or spa options, etc to GenZ or millennial travellers.
Leveraging AI-powered guest engagement in hotels is the most efficient way to gain a competitive edge. In fact, as per Deloitte’s European Hospitality Industry Conference 44% of the respondents claimed that Generative AI will be used to leverage guest engagement.
So If you want to streamline operations, effectively manage inventory and revenue, etc all while engaging your guests - invest in
Most guests nowadays prefer hotels that provide experience-driven stays in addition to standard rooms and amenities. Hence, curating effective guest engagement activities helps you enhance their experience whilst driving ancillary revenue.
Organising themed dining events, karaoke nights, innovative contests or games, interactive giveaways, etc. are a few ideas to enhance hotel guest experience.
Save your staff’s time and effort by incorporating an AI-enabled digital concierge service. It offers guests prompt responses to queries/ requests and also creates an interactive and engaging experience. A few examples are a mobile-enabled check-in and check-out process, access to in-room technology, prompt responses to general queries, etc.
In fact, Hilton’s digital concierge service ‘Connie’ achieved a 10% increase in guest engagement. It responded promptly to guests by offering instant assistance with directions, local recommendations, etc.
Your relationship with your guests doesn't have to end once they check out from your property. Send them a thank you note for staying at your property, request online feedback and promptly respond to their reviews.
Moreover, keep in touch with your guests by sending them solicited personalised offers. You can even update them about packages or events via emails, WhatsApp, social media channels, etc.
Since we have already covered the major aspects of hotel guest engagement strategies. Here comes the most tricky part - Implementation!
Hence, in order to make the process seamless, it's ideal to integrate hotel guest engagement software to derive optimal results.
Presenting Guestara — an all-inclusive AI-powered hotel guest engagement platform that lets you streamline, personalise, automate and analyse the best engagement strategies to perfectly align with your hotel needs. All this and much more while boosting revenue and building brand loyalty.
Now, let’s learn how Guestara can leverage your hotel guest engagement solutions in the following sections.
Based on your guest data, personalise information to perfectly align with their specific stage. It improves hotel guest interaction and further elevates your guest’s stay.
Guest Journey Tool by Guestara helps you streamline guest engagement strategies and communication, based on the stage the guest is in, i.e. pre-stay, in-stay and post-stay stage. With the help of the tool, you can analyse which engagement strategy would help get you conversions If sent at a particular journey stage. You can then set a trigger to send the message based on the analysis.
For instance, you can send cab service, check-in process, Wi-Fi details etc to first-time visitors during their pre-stay stage; whereas food and beverage, spa or wellness options, etc can be sent to guests at their in-stay stage.
Determine and create a process to send personalised messages at the perfect time to the guests’s preferred communication channel. You can pre-approve the templates and set a trigger to send the message at the exact time of the guest’s stay.
For instance, check-in process, cab service details can be sent a day prior to the guest’s check-in, whereas upselling templates must be sent during the in-stay stage. Additionally, review collection templates must be sent during the post-stay stage.
Guestara’s Analytics Dashboard presents key insights into the overall performance of guest engagement strategies. It provides you with key metrics such as click-through rates, conversion rates, etc.
Regular evaluation lets you focus on strategies that worked and eliminate the ones which didn't. It helps you constantly improve and upgrade your strategies with changing times and needs.
Guests are more likely to opt for a service when they need it. Hence, to increase the chances of your guests opting for a service, it becomes crucial to send offers that cater to the guest's needs at the exact stage of their journey. With the help of Guestara’s Hotel Upselling Tool, you can do just that!
Do you want to boost your ancillary revenue with just a few simple steps? Try out Guestara’s personalised Hotel Upselling Tool which allows you to seamlessly send add-ons and amenities based on your guest’s type and preference.
Whether it’s a business traveller who requires an early check-in or a family travelling with a child who might require an extra bed/ mattress- you can seamlessly customise your upsell offers in accordance with your brand voice, guest preference, etc.
Automate manual processes like researching templates, sending upsell offers and let your staff focus on other complex tasks. You just have to select a predefined upselling template and automate it so it can be sent at the guest’s specific stage.
Whether your guest would like to opt for a cab service before their stay; a spa service or a restaurant reservation at their in-stay stage — automate your upsell offers and see the results for yourself!
Whether the guest prefers communicating via OTA, instant messaging apps or social media channels — Guestara seamlessly integrates the messages into one unified inbox.
In fact, Guestara’s Inbound Messaging Support allows your staff to promptly respond to guest queries, further enhancing your hotel’s response rate. Such seamless integration lets your staff view the entire conversation without navigating multiple channels, ensuring no messages go unanswered!
Hotel guest engagement has become one of the key differentiators in the hospitality industry. It defines how well you are able to retain your guests amidst several factors that affect it.
With Guestara, you can not only leverage hotel guest engagement strategies but also simplify your workflow, meet guest expectations, drive revenue and much more.
If you are still unsure and would like to know more about the perfect hotel guest engagement strategies to implement. Book a personalised demo with Guestara and speak with our experts today!
Discover top hotel guest engagement strategies to enhance guest satisfaction, build loyalty, and boost revenue. Learn how Guestara streamlines and personalizes guest experiences seamlessly.
As per reports, engaged customers have the potential to generate 51% more revenue than disengaged customers. Well, that’s an incredible opportunity to tap into.
In fact, several guest engagement ideas have the potential to boost customer retention, improve guest satisfaction, build brand loyalty, etc. But the trick is to strategically evaluate and implement the best one that works.
So, If you want to drive exceptional growth and revenue with the help of effective hotel guest engagement strategies, this blog post is for you.
We have already covered a detailed overview of the significance and impact of hotel guest engagement in our previous blog post. However, having a well-defined hotel guest engagement ‘strategy’ in place is where the magic truly begins!
In fact, once your strategy is perfectly aligned with your intended outcome, you are bound to get exceptional results.
For instance, If your intention is to enhance guest experience and secure positive reviews, then your strategy must focus on sending personalised communication, offering prompt responses by streamlining communication, etc throughout the guest's stay.
Whereas, If you intend to boost ancillary revenue, curating an upselling strategy that perfectly aligns with your guest's preference is the ideal way forward.
In order to leverage the impact of your guest engagement strategy, you’ve got to get down to certain nitty gritties before implementing. We have listed down a few points for your easy reference.
Guest engagement begins with analysing your guest’s needs and the purpose of their stay. Determining the purpose helps you create strategies that perfectly align with their needs, thereby optimising their overall impact. Whether your guests are business travellers who require information on co-working spaces or families travelling with an infant who might require baby-proofing equipment, Understanding your guest profile and equipping them with the right information or service is certain to enhance their stay immensely.
From properties such as Mariott or Four Seasons that redefine luxury to Six Senses Resorts which stands firm on its sustainability initiative - staying true to your brand voice across channels is the most essential aspect of hotel guest engagement.
Moreover, maintaining a consistent brand voice across all your communication channels strengthens your brand reputation and loyalty among your guests.
With the ever-changing technological advancements, increased competition, rising costs and revenue fluctuations, etc. — keeping track of hospitality trends is the most effective practice every hotel must follow.
Leveraging automation is certain to transform the hospitality landscape in the coming years. In fact with the usage of AI, hotels can better segment guests and can drive up to 50% increase in guest return rates. Moreover, in terms of optimising text-based communication, 78% of respondents prefer when hotels reach them via text for important updates or information.
It’s a no-brainer that your entire hotel staff must be well aware of the latest updates on the hotel guest engagement ideas.
Conduct bi-weekly/ monthly sessions to keep your hotel staff informed about any changes or updates to the strategies. This helps you avoid any miscommunication by keeping your guests and staff on the same page.
Regularly evaluate the key performance indicators such as Occupancy rate, Average daily rate (ADR), Revenue per available room (RevPAR), etc in accordance with the strategies implemented.
Conduct a weekly analysis report on the key performing indicators during a specified period. This approach will help you optimise the strategies that worked and let go of the ones that didn't.
Now, let's head on to the most important aspect on learning how to engage hotel guests with the help of strategies. Read on…
Here is a list of 8 hotel guest experience examples that still stand the test of time and are here to stay. Although, it's best to evaluate your intent, ideal guest profile, budget, etc. before deciding to implement a strategy.
Pre-equip yourself with accurate information about your guest profile. Whether your guests have dietary restrictions or prefer a non-smoking room — a quick pre-arrival survey will provide you with the most crucial information that you would've otherwise missed out on.
This approach makes the guests feel valued and are more likely to return and refer your property to others.
Whether your guests are at pre-stay, in-stay or post-stay — offering necessary information about your hotel services or otherwise, without having them call or text your staff creates a lasting positive impression.
For instance, information about travel safety tips for first-time visitors, tourist attractions or local shopping centers for leisure or family travellers; networking events or co-working spaces for business travellers, etc.
Nowadays, most guests interact via their preferred communication channel. Owing to this, there is usually an influx of multiple messages from varied channels, making it difficult for staff to navigate all the messages simultaneously.
A unified inbox will help you streamline communication by providing an overview of the messages from multiple channels on one single platform. It helps your staff manage and respond to multiple queries at once saving a great deal of time and effort.
To back this up, omnichannel customer engagement increases revenue by 9.5% year over year, in comparison to 3.4% for other companies.
Whether you want to cater to influencers staying at your property or enhance your Millennials or GenZ guest's stay. You can customise your upsell offers based on their specific needs and preferences.
For instance, provide multi-cuisine options at your in-house restaurant, late check-out, etc to influencers. Whereas present options for early check-in, room upgrades, fitness or spa options, etc to GenZ or millennial travellers.
Leveraging AI-powered guest engagement in hotels is the most efficient way to gain a competitive edge. In fact, as per Deloitte’s European Hospitality Industry Conference 44% of the respondents claimed that Generative AI will be used to leverage guest engagement.
So If you want to streamline operations, effectively manage inventory and revenue, etc all while engaging your guests - invest in
Most guests nowadays prefer hotels that provide experience-driven stays in addition to standard rooms and amenities. Hence, curating effective guest engagement activities helps you enhance their experience whilst driving ancillary revenue.
Organising themed dining events, karaoke nights, innovative contests or games, interactive giveaways, etc. are a few ideas to enhance hotel guest experience.
Save your staff’s time and effort by incorporating an AI-enabled digital concierge service. It offers guests prompt responses to queries/ requests and also creates an interactive and engaging experience. A few examples are a mobile-enabled check-in and check-out process, access to in-room technology, prompt responses to general queries, etc.
In fact, Hilton’s digital concierge service ‘Connie’ achieved a 10% increase in guest engagement. It responded promptly to guests by offering instant assistance with directions, local recommendations, etc.
Your relationship with your guests doesn't have to end once they check out from your property. Send them a thank you note for staying at your property, request online feedback and promptly respond to their reviews.
Moreover, keep in touch with your guests by sending them solicited personalised offers. You can even update them about packages or events via emails, WhatsApp, social media channels, etc.
Since we have already covered the major aspects of hotel guest engagement strategies. Here comes the most tricky part - Implementation!
Hence, in order to make the process seamless, it's ideal to integrate hotel guest engagement software to derive optimal results.
Presenting Guestara — an all-inclusive AI-powered hotel guest engagement platform that lets you streamline, personalise, automate and analyse the best engagement strategies to perfectly align with your hotel needs. All this and much more while boosting revenue and building brand loyalty.
Now, let’s learn how Guestara can leverage your hotel guest engagement solutions in the following sections.
Based on your guest data, personalise information to perfectly align with their specific stage. It improves hotel guest interaction and further elevates your guest’s stay.
Guest Journey Tool by Guestara helps you streamline guest engagement strategies and communication, based on the stage the guest is in, i.e. pre-stay, in-stay and post-stay stage. With the help of the tool, you can analyse which engagement strategy would help get you conversions If sent at a particular journey stage. You can then set a trigger to send the message based on the analysis.
For instance, you can send cab service, check-in process, Wi-Fi details etc to first-time visitors during their pre-stay stage; whereas food and beverage, spa or wellness options, etc can be sent to guests at their in-stay stage.
Determine and create a process to send personalised messages at the perfect time to the guests’s preferred communication channel. You can pre-approve the templates and set a trigger to send the message at the exact time of the guest’s stay.
For instance, check-in process, cab service details can be sent a day prior to the guest’s check-in, whereas upselling templates must be sent during the in-stay stage. Additionally, review collection templates must be sent during the post-stay stage.
Guestara’s Analytics Dashboard presents key insights into the overall performance of guest engagement strategies. It provides you with key metrics such as click-through rates, conversion rates, etc.
Regular evaluation lets you focus on strategies that worked and eliminate the ones which didn't. It helps you constantly improve and upgrade your strategies with changing times and needs.
Guests are more likely to opt for a service when they need it. Hence, to increase the chances of your guests opting for a service, it becomes crucial to send offers that cater to the guest's needs at the exact stage of their journey. With the help of Guestara’s Hotel Upselling Tool, you can do just that!
Do you want to boost your ancillary revenue with just a few simple steps? Try out Guestara’s personalised Hotel Upselling Tool which allows you to seamlessly send add-ons and amenities based on your guest’s type and preference.
Whether it’s a business traveller who requires an early check-in or a family travelling with a child who might require an extra bed/ mattress- you can seamlessly customise your upsell offers in accordance with your brand voice, guest preference, etc.
Automate manual processes like researching templates, sending upsell offers and let your staff focus on other complex tasks. You just have to select a predefined upselling template and automate it so it can be sent at the guest’s specific stage.
Whether your guest would like to opt for a cab service before their stay; a spa service or a restaurant reservation at their in-stay stage — automate your upsell offers and see the results for yourself!
Whether the guest prefers communicating via OTA, instant messaging apps or social media channels — Guestara seamlessly integrates the messages into one unified inbox.
In fact, Guestara’s Inbound Messaging Support allows your staff to promptly respond to guest queries, further enhancing your hotel’s response rate. Such seamless integration lets your staff view the entire conversation without navigating multiple channels, ensuring no messages go unanswered!
Hotel guest engagement has become one of the key differentiators in the hospitality industry. It defines how well you are able to retain your guests amidst several factors that affect it.
With Guestara, you can not only leverage hotel guest engagement strategies but also simplify your workflow, meet guest expectations, drive revenue and much more.
If you are still unsure and would like to know more about the perfect hotel guest engagement strategies to implement. Book a personalised demo with Guestara and speak with our experts today!
We work closely with the industry leaders to offer seamless solutions
We’re here to help your whole team stay ahead of the curve as you grow.
Get up and running quickly with a personalized onboarding plan
Connect with real people who really get it, 24/7
Checkout our vast library of fee resources, templates and more
There's only so much we can say — so let us show you! Schedule a demo today and reach your business goals.
.png){kind=icon}
