Day 3: Never forget who your friends are
A happy customer is a friend forever. One of the greatest advantages of being an independent hotelier is your ability to be flexible and creative. Always go the extra mile. Call ahead to confirm a guest’s arrival and let them know you are looking forward to their stay. Greet them like family. The check-in process sets the tone for their entire stay. Make a good first impression and maintain a level of exceptional service. Even if you operate a limited service hotel, a happy, smiling staff that interacts with guests makes all the difference in the world. If you have in-room voicemail, have a welcome message waiting prior to arrival thanking your guests for choosing your hotel and wishing them a comfortable visit. Collect emails at check in. Ideally, this will be part of your check-in form or something the front desk agent asks for and enters into a database; however, you can also collect business cards in a fishbowl at the front desk and offer an incentive for opting-in to your newsletter. Send a thank you note within 48-hours of check-out. A hand written postcard is best but an e-card is also appropriate. Standardize your message but customize each one with the guest’s name and make sure it is signed by the General Manager. Send holiday e-cards to past guests as a nicety, not a sales pitch. It will be appreciated and remembered. Plan regular newsletters or deals blasts to let past guests know about local events, upcoming festivals and special promotions to increase conversion.
Join us tomorrow for Day 4 of 5 Low Budget Revenue Strategies for Independent Hoteliers: Empower your employees
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