Consejos de comunicación con los huéspedes para mejorar la participación de los huéspedes del hotel

Guest engagement has never been so important. As we move forward through the next couple of years, travelers will look for peace of mind when planning their trips. Hotels need to clearly communicate answers to questions, provide tailored offers, and be accessible to guests throughout the guest journey. Guest communication is key to this. Therefore, in this article, you can find 3 guest communication tips for hotels.

La mensajería para huéspedes brinda oportunidades para la comunicación con los huéspedes

Guests expect immediacy, whether it’s quick search and book options, response to their pre-stay or in-stay enquiries, or dealing with cancellations. Hotels have to deliver a higher level of service in ever-decreasing profit margins and reduced people resources. They will need to use their staff smartly to make sure guests are serviced, and hotel operations are seamless.

Tecnología, como mensajería de invitados, is providing the solutions while improving opportunities for the hotel. Guest messaging solutions give the additional boost hotels need to secure bookings, manage online check-in, and provide guest services digitally. This not only protects staff and guests but also gives the opportunity to reach guests instantly.

Sea dueño de las comunicaciones de sus huéspedes

With the rise of social media, the way we communicate and engage with guests has changed radically. People have moved from email and phone to social media apps, such as Facebook Messenger, WhatsApp, and SMS. Instant messaging has given way to a generation of travelers who want information quickly and efficiently without being bombarded with lengthy email messages or having their inboxes inundated with irrelevant offers.

Millennials and younger generations prefer texting rather than calling because it is less intrusive and time-consuming. Hotels need to look towards SMS and messaging apps, where 75% of consumers are OK with receiving SMS from brands (according to Techjury). This gives hotels the chance to be direct and relevant.

Hotels should therefore engage with guests on the messaging platforms they are using. Guest messaging platforms, such as Bookboost, provide a central inbox for all consumer messaging channels, so your staff only needs to manage one inbox. Pre-set answers and automated replies are saving hotels a huge amount of time on repetitive enquiries.

Cómo hacer que las ventas adicionales funcionen para su hotel

Ventas adicionales es una gran oportunidad para que los hoteles maximicen los ingresos por ocupación y aumenten el RevPAR. Las ventas adicionales representan potencialmente entre 10% y 20% del gasto total de los huéspedes del hotel (Hospitalitynet).

The front desk has become the first personal touch point upon arrival, making the front desk prime for more sales responsibilities. Yet, traditional ways of upselling through the front desk or emails are no longer effective. According to PhocusWire, marketing campaigns only have an average open rate of 16.1%, click-through rate of 2%, and conversion rate of 0.3%, which is very low.

SMS and messaging apps have opened a new door for hotels. Upselling by direct messaging has a much higher open rate of nearly 99% (Adobe Blog), a response rate that is 209% higher than phone or email (techjury), a read within 3 minutes, and a conversion rate of 10% has been seen in many cases.

Orientación precisa: envíe mensajes a los invitados adecuados en el momento adecuado

Let’s give you an example. Maika, the Operations Manager of Jorplace Beach Hostel, was struggling to increase ancillary revenues. Guests are very budget-conscious, seeming unwilling to spend on extra services, not even when they need it.

Para abordar este problema, Maika lanzó una campaña dirigida precisamente a invitados específicos con mensajes relevantes; por ejemplo, programar una invitación para una "salida tardía" exactamente en el momento en que estos huéspedes se lo están pasando bien para inspirarlos a actuar según esta oferta.

With a conversion rate of 10%, guests purchased the late check-out. Moreover, 87.5% of all late check-out sales resulted from messaging services. It turns out that guests are more than willing to pay for more; you just need to pick the right audience and communicate the right message to them.

Guía gratuita: Cómo personalizar la experiencia del huésped

En una época en la que los huéspedes desean la mejor experiencia posible, los hoteles deben ser tan eficientes y receptivos como siempre. Una buena comunicación con los huéspedes, en el momento adecuado, con la oferta adecuada y a través del canal adecuado, puede aumentar los ingresos de su hotel.