🌟 Top 3 communication practices for multi-property hotels
Having multiple properties, even if it's just two locations, can make guest communication very difficult to manage.
One reason could be that you're using too many systems, and they are not well integrated.
We’ve put together the top 3 tips to help you improve your guest communication👇
1. Get rid of platforms that are not helping
Owning multiple properties doesn’t necessarily mean you need many systems to make it work.
Because whenever there's an update or a glitch, your staff has to troubleshoot multiple systems at once, which can lead to errors and delays in responding to guest queries.
Sometimes, simpler is better.
Let’s say you currently use five platforms to manage your hotels at different locations. Why not find one that handles at least three of your needs?
2. Establish a source of truth everyone can have access to
Guests today, especially millennials and Gen Z, may reach out to you from different platforms.
If communications are not centralised, your staff may send repeated information that annoys guests, or essential messages from guests can be easily missed.
That’s why you need a unified inbox to manage all communication in one place.
3. Get a general overview of your multi-property hotel
Mapping out the guest journey allows you to understand guest interactions at each of your properties and spot any communication gaps you may have.
Moreover, it enables you to tailor communication to each property’s nuances better.
You can map all touchpoints and messages, ensuring everything follows brand guidelines.
The GAIN Momentum Podcast:
Delivering moments of truth with unified data
Recently, our co-founder Daan de Bruijn was invited to the Growth Advisors International Network - GAIN podcast. There, he spoke with Adam Mogelonsky and Michael J. Goldrich and shared insights on unifying data across systems to enable personalised interactions.
He also shared 3 ways to be customer-centric:
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Five not-so-obvious ways to use data in hotels
A recent survey from the World Economic Forum has shown that almost three-quarters (73%) of travellers believe that personalisation is an important factor in choosing a hotel for their next trip.
This means that if you don't use data to personalise your guest experience, you risk falling behind the competition.
Check out these 5 often-overlooked ways to help you effectively use data to make optimised decisions.
Events Corner 🍸
Hook them early: Pre-arrival techniques to create a perfect stay
You want to get your guests excited about their upcoming stay?
Then you need to work on your pre-arrival strategy.
Set the right expectations, create emotion, generate opportunities for more revenue, and more.
You will learn:
If you work in hospitality, this is a session you can’t afford to miss!