The thief that is taking your bookings away 👻
Are you struggling to keep guests coming back? Often overlooked, guest or customer effort can be the reason behind it.
Customer effort refers to how easy it is for guests to stay in your hotel, from booking moment to post-stay.
Having a high customer effort means it's difficult for your guests to access information, get additional services, make booking changes, and more.
In other words, it is difficult to be a guest.
And if their stay is not easy, they will not come back. 🚶
Discover 4 effective practices to decrease customer effort. 👇
1. Embrace guest self-service
One way is to enable online check-in so guests can complete the whole process from the comfort of their phones.
Another option can be a guest app that includes digital keys, invoices, and food ordering.
2. No need to repeat information
Guests hate repeating the same information to different staff members. Look for ways to streamline communication so everyone is up to date with what is happening.
3. Personalise each guest's experience
Personalise your communication with each guest, for example, reach them in their preferred channel, make personalised service offers, and offer special packages.
4. No extra effort to solve an issue
Give your guests all the information they need for a smooth stay.
Technology and automation enable you to be there for them 24/7 and ensure they can reach you with ease.
How Bookboost helps hotels with no front desk to operate
Hotels with no reception are more than a trend. They are a reality. 🔥
Why? Because it enables them to be profitable even with a lower occupancy rate.
In this type of hotel, communication and tech are crucial to create a pleasant experience.
Here are Bookboost's secret ingredients for success. 👇
1. Templates for communication
If you don’t have a reception or front desk, guests must receive all the information and assets they need at the right time and on the right channel.
In Bookboost, you can use drag and drop, content blocks and personalisation tokens to create templates and personalise messages that go beyond just a name.
2. Plan fully automated guest journeys
In Bookboost, you can create automated guest journeys for different types of guests and add as many touch-points as you want.
When a guest journey is in place, the booking confirmation goes out automatically, pre-arrival information is scheduled and check-in instructions are sent on time.
All of it without you having to control it or intervene.
3. Smooth check-in and check-out
Since there is no staff in reception, guests need to be able to check in at the time they arrive without any concern. The same goes for check-out.
Bookboost enables online check-in and integrates with different digital lock providers to provide the digital key or code to enter the room.
For check-out, you can schedule campaigns for the invoices, thank you emails, and review requests at the check-out date. And the digital key will change automatically.
Lessons from Yours Truly in Munich:
Automation for happier guests
Yours Truly, a hotel located in Munich, Germany, aims to be highly guest-centric and is using automation to free up the team's time.
These are some of their best practices👇
1. The team acts as a local guide, helping guests to make the most out of their stay in the city.
2. They give loyal guests VIP treatment, making sure they receive highly personalised messages.
3. They welcome guests differently each time they arrive at the hotel - if it's your 3rd time, you will get different content than if it's your 2nd time.
All of this was possible using Bookboost to automate their workflows, personalise communications and save time.
Watch now 👇
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