Boost hotel revenue and guest satisfaction with AI-powered guest engagement. Discover how you can enhances guest experience at every stage.
Boost hotel revenue and guest satisfaction with AI-powered guest engagement. Discover how you can enhances guest experience at every stage.
Whether you are an independent hotel or a hotel chain, vacation rental, or resort — you are sitting on a goldmine If you aren't engaging with your guests and optimizing hotel guest engagement strategies.
However, we do understand that catering to diverse guest profiles while also managing staff shortages, seasonal demands, operational inefficiencies, etc leaves you with no time to connect with your guests.
Hence, incorporating hotel guest engagement software is the perfect solution! It will not only simplify workflows, automate routine tasks, etc. But it will also let you focus on what truly matters — that is to engage with your guests and build long-term relationships.
So let’s learn how to engage with your guests at different stages of the guest journey and how Guestara can help you drive optimum results. Let’s begin!
Guests nowadays are more likely to prefer properties that go above and beyond their standard offers. The ones who understand the significance of engaging with their guests throughout the stay.
But here is the thing — your strategies or services in themselves might not differentiate you from your competitors. But it’s how you engage at every guest touchpoint that will truly create a difference.
Hence, hotel guest engagement is more about how best you’ve been able to engage your guests than just optimizing your strategy.
Here is a quick overview of the three common stages of a guest’s journey. Refer to the following articles for a better understanding of the different stages of the hotel guest journey and ways to improve it.
PRE STAY ⇨ IN STAY ⇨ POST STAY
Pre-Stay Stage: A few days before your guest's check-in date.
In Stay Stage: Starts right from the moment they check in until check out.
Post-Stay Stage: As soon as they check out from your property.
Now let’s head on to the most critical part....
In the previous sections, we got a quick overview of what is hotel guest engagement and the different stages of the guest journey.
But what happens when you align your hotel guest engagement strategies with the exact stage of the guest journey?
Picture this: Whether your guest is a leisure traveller or a backpacker who booked your hotel for a quick stop — both of their expectations and requirements will differ. Leisure travellers would appreciate If you recommend a private transfer or a guided tour for the day. Whereas, a backpacker who has booked your property for a couple of hours won't have much time to spare. He would want a quick in-house laundry service instead.
Interestingly, it also depends on what stage you communicate the information to drive its true impact.
If we consider the previous example, sending local recommendations just when your leisure traveller checks in is not the ideal time because they might be tired after a long arduous journey. It must be done either during the pre-arrival stage or during their stay at your property. Whereas, in reference to the backpacker, he/ she is most likely to opt for a laundry service as soon as he checks in.
We have already covered the significance and impact of effective hotel guest engagement strategies in our previous blog post. But what truly makes a difference is at what stage of your guest journey you engage with them.
Here is a quick overview of the three stages along with a few ways to engage your guests at each stage of their journey or ideas to enhance hotel guest experience.
Since we have already established the importance of incorporating hotel guest engagement strategies. Integrating software is the next ideal step.
Presenting Guestara - an AI-powered hotel guest engagement software that integrates with your platform management system to offer you an all-inclusive, user-friendly, and proactive hotel guest engagement solution. Want your questions answered?
Want to grow your brand? Click to know how.
Now without any further ado, let's understand how Guestara can optimize your hotel guest engagement strategies and enhance hotel guest interaction.
But before that let’s have a look at this quick checklist (in no particular order) that will give you a detailed overview of what you can expect before implementing your guest engagement strategy.
With Guestara’s pre-stay feature, you can set triggers to send the pre-arrival information a couple of days prior to the guest’s arrival. Our platform allows you to customize a pre-defined template based on your guest’s booking confirmation details. Additionally, include your property and transportation details, travel tips, etc. to enhance their stay.
With Guestara’s pre-stay hotel upsell feature, update your hotel ancillary service categories and subcategories on the platform. You must then evaluate your guest’s profile and preference based on their booking information, pre-arrival survey, etc., and recommend your services accordingly.
Guestara’s contactless mobile check-in feature allows guests to digitally check in by submitting their personal details, identity proof, etc. This feature considerably reduces front desk queues and lets your staff focus on urgent tasks. Once your guests fill out the details, they must agree to the terms, provide a digital ID, and signature and finally proceed to submit.
Lack of unified data or multi-channel communication often leads to inefficiencies in hotel operations and delayed responses. A unified inbox helps you manage all your guest communication in one place, without missing out on anything important.
Overwhelmed with guest requests from multiple channels? Guestara’s unified inbox lets you track and manage all the guest communication in one place. Inform guests about their order confirmation, housekeeping schedules, reservations, etc. with just a few simple clicks.
Whether the guest wants additional room amenities, in-room food service, etc. Guests can directly reach out to you via their preferred communication channel to request a service.
Guestara’s 24/7 AI chat support promptly responds to generic guest queries or frequently asked questions. Pre-programmed scripts are retrieved from your database to form a relevant response; which is then generated to be sent to the respective guest.
Once you’ve successfully attended to your guest's request, ask them for feedback with the help of the Guest Sentiment Collection. Additionally, keep a close tab on how your guests respond to the services delivered with the use of the Guest Sentiment Tracker.
With Guestara's Sentiment Collection feature, collect real-time feedback after you deliver a service. If the sentiment is found to be negative or neutral, personally talk to the guests and eventually redirect the escalation to the concerned department for prompt resolution. It’s highly recommended you try to convert a negative experience into a positive one before their checkout.
Tracking guest sentiment in real-time offers you an opportunity to promptly address the issue. With Guestar’s Guest Sentiment Tracker, you can analyze the satisfaction level of all guests at a glance. Moreover, this feature also provides you with insights into your overall hotel’s performance and areas that you must improve upon to avoid further escalation.
Just like the pre-stay upsell feature, update and streamline your in-stay ancillary services with Guestara’s hotel upsell feature. Automate your in-stay offers to be sent at the perfect stage and time to increase the chances of conversion.
Thank your guests for choosing your property and request their feedback with the help of Guestara's mobile checkout feature. Guestara even lets you seamlessly integrate your preferred distribution channel to optimize your online reputation.
Post-stay engagement is a crucial aspect to encourage revisits. But make sure you don't overwhelm them with your communication. Guestara’s exclusive reward feature streamlines your post-stay communication by offering rewards and coupons based on your guest’s preference.
The more satisfied your guests are the more likely they are to — purchase an ancillary service, book your property at their next visit, and refer your property to friends and family.
All of these revenue-generating results can only be achieved If you successfully manage to engage with your guests and increase their satisfaction level.
We have listed down a few statistics to explain the impact of guest engagement on your revenue:
Active listening, proactive communication, prompt resolution, etc are the most effective ways to engage with your guests on a deeper level. This is what will encourage your guests to return and refer your property.
With Guestara’s configurable and proactive guest engagement solution, take the plunge and book a personalised demo today!
Boost hotel revenue and guest satisfaction with AI-powered guest engagement. Discover how you can enhances guest experience at every stage.
Whether you are an independent hotel or a hotel chain, vacation rental, or resort — you are sitting on a goldmine If you aren't engaging with your guests and optimizing hotel guest engagement strategies.
However, we do understand that catering to diverse guest profiles while also managing staff shortages, seasonal demands, operational inefficiencies, etc leaves you with no time to connect with your guests.
Hence, incorporating hotel guest engagement software is the perfect solution! It will not only simplify workflows, automate routine tasks, etc. But it will also let you focus on what truly matters — that is to engage with your guests and build long-term relationships.
So let’s learn how to engage with your guests at different stages of the guest journey and how Guestara can help you drive optimum results. Let’s begin!
Guests nowadays are more likely to prefer properties that go above and beyond their standard offers. The ones who understand the significance of engaging with their guests throughout the stay.
But here is the thing — your strategies or services in themselves might not differentiate you from your competitors. But it’s how you engage at every guest touchpoint that will truly create a difference.
Hence, hotel guest engagement is more about how best you’ve been able to engage your guests than just optimizing your strategy.
Here is a quick overview of the three common stages of a guest’s journey. Refer to the following articles for a better understanding of the different stages of the hotel guest journey and ways to improve it.
PRE STAY ⇨ IN STAY ⇨ POST STAY
Pre-Stay Stage: A few days before your guest's check-in date.
In Stay Stage: Starts right from the moment they check in until check out.
Post-Stay Stage: As soon as they check out from your property.
Now let’s head on to the most critical part....
In the previous sections, we got a quick overview of what is hotel guest engagement and the different stages of the guest journey.
But what happens when you align your hotel guest engagement strategies with the exact stage of the guest journey?
Picture this: Whether your guest is a leisure traveller or a backpacker who booked your hotel for a quick stop — both of their expectations and requirements will differ. Leisure travellers would appreciate If you recommend a private transfer or a guided tour for the day. Whereas, a backpacker who has booked your property for a couple of hours won't have much time to spare. He would want a quick in-house laundry service instead.
Interestingly, it also depends on what stage you communicate the information to drive its true impact.
If we consider the previous example, sending local recommendations just when your leisure traveller checks in is not the ideal time because they might be tired after a long arduous journey. It must be done either during the pre-arrival stage or during their stay at your property. Whereas, in reference to the backpacker, he/ she is most likely to opt for a laundry service as soon as he checks in.
We have already covered the significance and impact of effective hotel guest engagement strategies in our previous blog post. But what truly makes a difference is at what stage of your guest journey you engage with them.
Here is a quick overview of the three stages along with a few ways to engage your guests at each stage of their journey or ideas to enhance hotel guest experience.
Since we have already established the importance of incorporating hotel guest engagement strategies. Integrating software is the next ideal step.
Presenting Guestara - an AI-powered hotel guest engagement software that integrates with your platform management system to offer you an all-inclusive, user-friendly, and proactive hotel guest engagement solution. Want your questions answered?
Want to grow your brand? Click to know how.
Now without any further ado, let's understand how Guestara can optimize your hotel guest engagement strategies and enhance hotel guest interaction.
But before that let’s have a look at this quick checklist (in no particular order) that will give you a detailed overview of what you can expect before implementing your guest engagement strategy.
With Guestara’s pre-stay feature, you can set triggers to send the pre-arrival information a couple of days prior to the guest’s arrival. Our platform allows you to customize a pre-defined template based on your guest’s booking confirmation details. Additionally, include your property and transportation details, travel tips, etc. to enhance their stay.
With Guestara’s pre-stay hotel upsell feature, update your hotel ancillary service categories and subcategories on the platform. You must then evaluate your guest’s profile and preference based on their booking information, pre-arrival survey, etc., and recommend your services accordingly.
Guestara’s contactless mobile check-in feature allows guests to digitally check in by submitting their personal details, identity proof, etc. This feature considerably reduces front desk queues and lets your staff focus on urgent tasks. Once your guests fill out the details, they must agree to the terms, provide a digital ID, and signature and finally proceed to submit.
Lack of unified data or multi-channel communication often leads to inefficiencies in hotel operations and delayed responses. A unified inbox helps you manage all your guest communication in one place, without missing out on anything important.
Overwhelmed with guest requests from multiple channels? Guestara’s unified inbox lets you track and manage all the guest communication in one place. Inform guests about their order confirmation, housekeeping schedules, reservations, etc. with just a few simple clicks.
Whether the guest wants additional room amenities, in-room food service, etc. Guests can directly reach out to you via their preferred communication channel to request a service.
Guestara’s 24/7 AI chat support promptly responds to generic guest queries or frequently asked questions. Pre-programmed scripts are retrieved from your database to form a relevant response; which is then generated to be sent to the respective guest.
Once you’ve successfully attended to your guest's request, ask them for feedback with the help of the Guest Sentiment Collection. Additionally, keep a close tab on how your guests respond to the services delivered with the use of the Guest Sentiment Tracker.
With Guestara's Sentiment Collection feature, collect real-time feedback after you deliver a service. If the sentiment is found to be negative or neutral, personally talk to the guests and eventually redirect the escalation to the concerned department for prompt resolution. It’s highly recommended you try to convert a negative experience into a positive one before their checkout.
Tracking guest sentiment in real-time offers you an opportunity to promptly address the issue. With Guestar’s Guest Sentiment Tracker, you can analyze the satisfaction level of all guests at a glance. Moreover, this feature also provides you with insights into your overall hotel’s performance and areas that you must improve upon to avoid further escalation.
Just like the pre-stay upsell feature, update and streamline your in-stay ancillary services with Guestara’s hotel upsell feature. Automate your in-stay offers to be sent at the perfect stage and time to increase the chances of conversion.
Thank your guests for choosing your property and request their feedback with the help of Guestara's mobile checkout feature. Guestara even lets you seamlessly integrate your preferred distribution channel to optimize your online reputation.
Post-stay engagement is a crucial aspect to encourage revisits. But make sure you don't overwhelm them with your communication. Guestara’s exclusive reward feature streamlines your post-stay communication by offering rewards and coupons based on your guest’s preference.
The more satisfied your guests are the more likely they are to — purchase an ancillary service, book your property at their next visit, and refer your property to friends and family.
All of these revenue-generating results can only be achieved If you successfully manage to engage with your guests and increase their satisfaction level.
We have listed down a few statistics to explain the impact of guest engagement on your revenue:
Active listening, proactive communication, prompt resolution, etc are the most effective ways to engage with your guests on a deeper level. This is what will encourage your guests to return and refer your property.
With Guestara’s configurable and proactive guest engagement solution, take the plunge and book a personalised demo today!
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