From research to booking to checkout, your guest experience is complex, with multiple touch points and opportunities for both disappointing as well as surprising and delighting your guests. As a hotelier, how can you appeal to both the millennial traveler looking for a unique experience as well as the baby boomer looking for a great deal? Once your guests are on property, how do you customize the guest experience to please your diverse guests?
Join us on December 17 for a free Webinar geared towards hoteliers. Marketing experts from Main Street Hub and Revinate will share industry trends and innovative yet simple solutions for driving revenue through guest engagement and the perfect guest experience. During the session we will cover:
- Attract guests through a great online reputation
- How to pinpoint customer needs with precision
- Targeting your messages to drive success and bookings
- Delivering a highly customized experience on property
- Identifying and recovering guests who are disappointed with efficiency and class
Why is this so important now? There are three big reasons:
Technology is advancing.
According to the 2014 Google Traveler Study, more than 60% of travelers want mobile access to services like check-in/check-out, service requests, wi-fi, local deals, and more. And, hotels that don’t keep up are losing out to OTAs. One in three leisure travelers and one in two business travelers select an OTA over booking directly with a hotel because the OTA has superior site tools and options.
Travelers’ expectations are changing.
Along with the advancement of technology, the expectations of the modern traveler are much different now from five or ten years ago. For example, 80% of hotel guests now find it important to set personal preferences, according to a recent MCD report. And, with Millennials having more spending power than any other generation by 2017 according to a Bazaarvoice report, those changing expectations will only become more prevalent.
Guest feedback is public.
Your guests are talking about you online, and it affects your prospective guests at a vital stage in the booking process. 93% of travelers worldwide say online reviews have an impact on their booking decisions. Hoteliers need to do more than manage their online reputations. They also need to learn from that online feedback to adapt to the changing expectations of their guests.