During stay
In this section we show you how you can collect guest data during check-in in order to make your online marketing even more personal and effective in the future. We also talk about pre stay communication with your guest.
Pre stay communication
Your guest made a booking, yes! You have made the most important step and now it’s time to use the already build up relationship you have with your guest. And more important: how to increase revenue.
Oaky created a simple checklist which you can use with 10 tips.
Pre-stay mailing
Tip 9 of the checklist explains that it's useful to send a pre-stay email. Let’s zoom in!
Around 7 days before arrival it’s useful to send an email to your guest. For instance with the local weather prediction, where to park the car and some activity suggestion. But this is also the time to do some upsell. Such as:
A late check-out
Upgrade to a bigger room type
Add a breakfast to your booking
Book an excursion
Of course this all depends on what you offer, but most important make a combination of service add-ons and revenue add-ons. For instance:
Do you prefer a firm or soft pillow?
What time can we expect you?
Do you need a transfer from the airport?
In this way your guest feels welcome, but you can increase your revenue per room.
Automated or personal?
Send out an email prior to arrival
The pre-stay can be automated via services like Oaky. But if you are a smaller property (< 50 rooms), high service, and the average stay is long (>4 nights) you can do this manually as well. This takes some time but will be very successful. You can make some template emails for:
Leisure groups
Families with several households
Not for large events like a wedding since such mails should be tailor-made.
Leisure individual
Families with young children
Families with teens
Couples
Friends
Couples with dogs
Business Individual
Visiting a meeting nearby
Staying a the hotel for a meeting
Business groups
It is unlikely that you will automate mails for this segment, since it will require many client-specific details.
Need an in-between solution, not Oaky but also not manually? Then you may consider using a service like MailChimp.
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