Guest engagement is a technique for influencing potential customer behaviour, notably boosting hotel bookings and enhancing brand loyalty and retention rates. By improving your online presence and communication channels, you can make it easier for guests to interact with your brand before, during, and after their trip. You can also move them through the sales process.
What is Guest Interaction?
In marketing, guest interaction is similar to the concept of “customer engagement.” It is the technique through which a hotel brand engages with clients via various marketing channels to maintain their interest throughout the purchase process. The objective is to develop long-term connections with clients to promote brand loyalty, nurture customer relationships, and increase hotel bookings.
Also, it means how well a hotel can attract and keep the attention of current or potential customers by using tools like social media, communications, technology, and human resources. We’ll talk more about all of these tools in the next section.
What Are the Best Hotel Guest Engagement Strategies?
Anuraag Villa, the greatest budget heritage hotel in Jaipur, has highlighted the top five tactics for visitor interaction. Before using these strategies, it is necessary to analyse the needs of present and prospective customers.
From there, you can define the critical purchasing process milestones and add touch points along the path to maintain consistent communication with customers. These touchpoints should combine data-driven, customised information to provide an optimal customer experience and build brand loyalty.
Techniques of Text-based Interaction
A text-based communication strategy is a fantastic way to keep buyers engaged throughout their buyer’s journey. Before their trip, you may alert potential customers to lower pricing and discounts; during their visit, you can remind them of your extra services and provide promotions for scheduling another stay; and after their trip, you can keep them informed with text messages.
You may leverage the connected guest concept as a hotel to offer online guest relations as well as a self-service terminal to cut wait times and speed up check-in and check-out operations. Take advantage of the fact that travellers have adopted mobile technology to stay in touch with your guests. Meanwhile, text-based customer service may help you enhance customer satisfaction by responding quickly to client complaints and inquiries.
Utilise Social Media
Without a doubt, one of the most successful engagement tactics is social media. Social media allows your business to communicate with new consumers while also improving brand awareness and interacting with existing customers.
Visitors are more likely to recall your brand when it’s time to reserve a hotel if you give them interesting pictures, videos, and useful tools. Learn more about how to use social media to market your business.
Keep Your Brand Name and Tone of Voice Consistent
Find out what your brand’s authenticity and voice are, and keep them the same across all marketing channels. Also, make sure that your tone and brand are consistent with the people you want to reach. When making your brand and interaction pillars, think about the people you want to reach. The more clear the message, the more likely it is that people will listen and eventually buy.
Improve Your Hotel’s Client Focus
Having your hospitality experience be as customer-centric as possible is a great strategy to increase engagement. For example, you might deploy a virtual concierge to help you prioritise your guests every step of the way.
A digital assistant makes it easy for guests to reach you during their stay, enabling you to respond to their issues more swiftly and provide superior service. It’s a fantastic way to make guests feel like their needs are being fulfilled, whether it’s allowing them to check in and out quickly without having to wait in line or asking and responding to questions throughout their stay.
Use Data
More information is available to us today than ever before. Utilising this data to generate personalised and targeted messages enhances the possibility of visitors connecting with the communication and, as an outcome, converting.
As part of your strategy, begin by developing visitor profiles. Data will provide you with the information you need to comprehend what clients are seeking, enabling you to provide superior and more timely solutions to their inquiries. Understanding your audience better might encourage them to seek out more information about you.
Also Read: The Top Jaipur Restaurants to Visit While in the Pink City.
Anuraag Villa - Best Heritage Hotel in Jaipur 