Tambourine

Mastering five key guest touchpoints

The guest experience is a critical component of driving loyalty and guest satisfaction.

Welcome to the Friday Freebie!

Each week we share one impactful hotel marketing tactic that you can implement immediately to drive more conversions and more revenue. 

This week’s Freebie:

The guest experience is a critical component of driving loyalty and guest satisfaction.

So it makes sense to perfect every communication touchpoint. 

Smart hotel marketers use segmented time triggers to send content that matters at the right stage of each guest’s journey. This not only makes you more relevant to that customer, but also builds the habit of opening your hotel emails in the future. 

Best practices time triggers include:

After A Reservation is Made
When you send the confirmation, include information on restaurant and spa offerings, along with menus, opening hours and links to book reservations.

A Few Days Before Arrival
Email parking information, local destination tips, anticipated temperatures, calendar of events, etc. to position your property as the epicenter of your destination

After Check-In
Smart, customer-focused hotels are now texting guests a couple of hours after check-in to ask how their stay is and to offer any assistance with extra towels, room service, engineering requests, etc.

Post-Stay

Time to gauge satisfaction and ask for feedback. Forward a link to your TripAdvisor page and encourage them to write a review. Also, encourage them to share their stay with friends and post their photos and videos. 

9 Months or So After Their Stay
Send an update on what’s new on the property and in the destination. Also, email current packages and promotions. 

Get more: Top 10 Awesome Hotel Email Marketing Secrets, Part 1


About Tambourine

Tambourine uses technology and creativity to increase revenue for hotels and destinations worldwide. The firm, now in its 34th year, is located in New York City and Fort Lauderdale.
Please visit: www.Tambourine.com

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