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Independent Hotel Marketing 101: Creating Great Guest Experiences
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Independent Hotel Marketing 101 Creating a Great Guest Experience
Transcript of Independent Hotel Marketing 101: Creating Great Guest Experiences
Independent Hotel Marketing 101
Creating a Great Guest Experience
Steps to creating great guest experiences
1. Understand who your guests are
2. Do more of what they like
3. Address issues quickly
4. Get them to tell their friends
Understand your guests
• Review this slideshare: http://www.slideshare.net/innRoad/independent-hotel-marketing-101-understand-your-guests
• How to listen to your guests: http://www.hotelsmag.com/Industry/Blogs/Details/58559
Do more of what they like- Business Travelers
• Convenience
• Cover the basics well:
• strong internet signal
• quiet rooms
• comfortable beds
• quick & easy check in & check out
• Provide a few extras:
• Breakfast
• Free wifi
• F&B or free food delivery
Do more of what they like- Pleasure Travelers
• Figure out why they came?• Relaxation
• Specific attraction
• Family Convenience
Read about how you can better understand your guests profile
Address Issues Quickly
• Encourage your guests to bring their concerns to you, and give your front line employees the power to do something about them quickly
• Follow these three tips:1. Start with “I’m sorry!”
2. Create & execute a plan of action- what can you do to improve the situation?
3. Follow up
Read the complete article here
Reward your Guests for their Referrals
• Give them discounts when they refer new guests
• Give them special codes they can use to give to their friends, so you can track how many people they refer
• Send special “thanks” via note or email when a guest they referred books at your hotel
Get a system to help you manage guest relationships
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