Communicate with your guests with a hotel management software: a recipe for a successful client experience
We all agree in saying that the basis of an unforgettable guest experience in a hotel is definitely the attentive service of your employees: from reception to the cleaning team and the restaurant. And we both know that client satisfaction is vital for your revenue.
However, it’s now possible to extend the attention that you give to your guests outside the walls of your establishment and reach them directly. With hotel management software that enables you to automate emailing and reservation management, it’s extremely easy to make a difference at the moment your guests make a reservation for a room at your hotel.
Since the client satisfaction goes hand in hand with your success, I want to present 4 ways where communication using a hotel management software can ease the upgrading, upselling and, finally, the set up for an impeccable stay.
Automation: an essential ally of your hotel management software
Before even talking about different types of communication that can help you stay in connection with your guests outside of your hotel walls, you should know that your biggest coworker in this area is definitely automation.
Available with your hotel management software, automation will help you send emails to guests according to certain criteria of time or type of stay to answer theirs needs and keep them informed of their reservation details.
We find three types of automated email that are commonly used with your hotel management software:
- The reservation confirmation. This email is used to remind the guest of all the information about the reservation including all the options chosen by the client.
- The reminder for their stay. In this case, this email has a double function. Besides giving information about their stay, this message can also include promotions, packages, options for upgrading and other upsell options to enhance the guest’s stay.
- The appreciation email after the stay. This one allows you to thank the guest for staying, of course, but it can also include a satisfaction survey and even a retention tool.
To better understand how these emails can help you offer your guests the best stay possible and increase your revenue with upselling, I will tackle each type of email in detail.
Confirm the guest’s reservation without even touching a button with your hotel management software
Yes, it’s that simple! In fact, with your software for hotel, the first email can be sent automatically each time a guest fills out a reservation form on your website. The email will include all the information related to the reservation: dates of the stay and number of nights, number of people, type of room, type of package (if there is one), the price and the total amount for the stay.
Besides offering an email to the guest that gathers all the important information related to their stay, this message reassures your client and shows that you have received their reservation. Is this useless? Not at all! Because this is the kind of email that allows you to reduce the number of phone calls about basic things and helps free up your reception team.
Finally, this email is a true reference point for the guest. This is why we invite you to be thorough and include relevant information like the parking location, arrival and departure times, and opening hours of different services in your hotel. Your guest will appreciate it greatly.
Remind your guests that their stay is happening soon
A few days before your guest’s arrival, your hotel management software will automatically send a reminder email. Besides offering an overview of the relevant information for their stay, this message can also include promotions for other services.
As the stay approaches, your guest is more and more in planning mode, which they weren’t in when they made the reservation. They often know their schedule at this point and they are looking to enhance their experience. This is the perfect time to offer a package, a dinner special to your restaurant, spa treatments or even complementary activities.
You can then add a button to your email that allows them to easily and efficiently make a reservation for dinner or an appointment in the spa. By offering additional sales in advance, you let your guest choose the perfect moment for their activities and allow them to plan their stay according to their schedule while avoiding the frustration of a restaurant that is completely booked.
Obviously, besides different services, this email can offer your guest, depending on your room availability, different upgrade possibilities with just one click. You can then enhance your profits by selling a superior room, while letting your hotel management software coordinate everything.
These buttons can also be simple promotions. A bottle of wine delivered to the room, for example. This is, in fact, the moment to make your kindness and the service that built your reputation distinguished you shine. The reminder email is an excellent way of selling the unique experience of your hotel.
Finally, understand that this email goes beyond a simple reminder. It allows you to enhance your REVPAC (revenue per available customer). Which means that you have the possibility to get more revenue per customer through offers and promotions.
Thank and evaluate: a last email that is not insignificant
We think about it less, but it’s equally important to do a follow up with your guests once the stay is over. If your hotel management software offers you the ability to automatically send an email after your guest has left your hotel, don’t hesitate to use this function!
This message enables you to thank the guest for trusting you and choosing your hotel. This is valuable! And you can use this email to invite them to fill out a satisfaction survey at the same time. You don’t know what to include in the satisfaction survey? Look at this blog post for more information!
You’ll then have all the information in hand to make sure that your guest had a great time staying with you. In case of a bad experience, the survey will give you the tools to defuse the situation before getting a bad review on social media or a travel website.
Finally, the value of such an email is really to client retention. With the help of a promo code for their next stay or a loyalty program, your appreciation email will get more subsequent stays and loyal guests.
Obviously, with this series of emails, we are trying to extend the reach of customer service beyond the walls of your establishment. The hotel management software can enable you to use technology and automation to your benefit and ensure a complete and unique stay. It’s true; the usage of automated emails can help you guarantee the client’s satisfaction and increase of your revenue. However, you know it too well, nothing will replace a warm welcome and employees who care about your guests’ happiness. After all, being a good host starts with communication.