Why Guest Experience is so Important

According to a
study by McKinsey
, 70% of buying experiences are based on how
the customer feels they are being treated. With knowing that more
than half of the customers coming into your hotel or many of your
hotel properties are influenced by their experience, what are you
doing to differentiate yourself?

There are many ways that a hotelier can elevate their guests’
experiences through their hotel Property Management System
(PMS)
or through guest experience platforms. Through a
cloud-based PMS, hoteliers can build guest profiles to tailor
personalized experiences during future stays. With the data
capturing intelligence built into a property managment system,
hoteliers can collect and act upon their guests’ likes and reward
them for being a loyal customer. By building guest profiles, hotels
can boost their lifestyle marketing efforts and drive more revenue
through hotel packages. For example, with creative and special
packages aimed towards a romantic getaway, spa enthusiasts or even
towards the corporate traveler, hoteliers have the opportunity to
increase incremental revenue by selling additional products or
services that a guest may have not thought of getting during their
stay. Through the right promotions on your website, social media
accounts, email blasts and push notifications, new and returning
guests will see that effort and want to experience these ‘WOW’
factor packages, creating an increase in conversion and a boost in
repeat bookings.

To make the most of every guest, marketing an unforgettable
experience for your guests should start before they even arrive.
Hoteliers can start engaging with guests before they even book a
stay through targeted email campaigns. You can offer incentives
based on the guests’ previous experiences or gather insight into
what they have been searching on your website. Perhaps someone is
on the fence about booking a room at your property, but you can see
they have searched for room availability and viewed the restaurant
menu on property a few times. By sending them a targeted email
offering a discount for dining there this weekend or offering to
make a reservation for them if they book now could incentivize that
guest into moving forward with their stay.

Streamlined Staff Management = Better Guest Experiences

Through a guest experience platform, such as Intelity,
hoteliers can better their management and automate staff operations
so that the main focus remains to be on the guest. Through
real-time analytics built into the platform, your staff will be
able to track revenue and view guests buying habits. This
information can be incredibly useful for up-selling product on your
property. With in-room tablets and mobile app functionality, your
staff can send push notifications or messages to guests while they
are staying at the property. Welcome guests digitally as soon as
they arrive, send out reminders about happy hour or live music in
the hotel lobby bar, or send out personalized offers such as
2-for-1 deals at the spa. By targeting the right people at the
right time with the right offers, you can reach your target
audience when they’re most receptive. With the easy-to-use
platform, your staff can seamlessly have control over hotel
operations, while never losing engagement with guests.

The bottom line is that a good guest experience can benefit your
bottom-line and boost brand loyalty. Through word of mouth, social
media and online review channels, having bad reviews or bad
experiences can be detrimental. In order to create a great guest
experience, hoteliers should be selling an ideal place to stay for
a vacation, relaxation, corporate events, etc. A great guest
experience goes into more than just having a great product, it is
all about selling a feeling. People will remember how they felt and
how the staff treated them, and that is what they will base their
reviews on, their loyalty and where they invest their money into.
With a dynamic property management system and a great guest
experience platform, hoteliers will be able to deliver on their
guests’ needs and elevate their experience.

 

 

Ready to see how a partner like SkyTouch can impact your
operations and your revenue?
 Contact us today and book a
demo
 of the SkyTouch Hotel Operations Platform.

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Why Guest Experience is so Important
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Source: FS – All-Hotels-Blogs
Why Guest Experience is so Important