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friday freebie

Friday Freebie: Hotel Website Visitors Want To Talk… Are You Listening?

August 25, 2017 • By

FridayFreebie-Tambourine-600x600Welcome 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: Open up a simple new line of communication and watch direct bookings rise.

Today, people are busier than ever and are expect instant gratification in every aspect of their lives. From texting to Facebook messaging to Amazon Prime, speedy interaction is now the gold standard of modern business.

Live chat on your website and hotel booking engine puts your hotel back in the driver’s seat. Here are the many ways your hotel can win by incorporating live online chat to your hotel website experience:

Live Chat Is the Perfect Weapon to Outshine Your Comp Set (and OTAs) The hotel industry is fierce. And OTAs already use chat to engage with their traffic. So while your compset’s reservation teams are still plugging away call-by-call and their front desk staff are slowly answering emails from the day before, your team can be nimble with live chat and interact with more than one traveler at a time, in real-time.

Your Customers Will Love The Convenience

Face it. Modern consumers are multi-taskers. They often don’t have the time, nor the patience to call and talk with your hotel operator or front desk agent about a possible stay at your property. Nor do they want to send an email and get an answer hours later. Live chat is a direct link to their here and now.

Live Chat Provides a Serious Bump to Your Bookings Many people who visit your hotel’s site WILL have questions. By offering them instant answers and an open dialogue from the get go, you’re making them feel more confident in booking with you.

Most important of all, chat should also be available INSIDE THE BOOKING ENVIRONMENT. This is vital to reducing reservation abandonment. Statistics show that up to 95% of people searching for availability inside your booking engine will NOT BUY (for a number of reasons). For a few dollars a month, chat can reduce this attrition and help monetize your most valuable prospects… the ones that are ready to buy!

Read: Why people abandon your booking engine?

Live Chat Will Save Your Hotel Money Yes, that’s right. SAVES MONEY. Live chat software saves both your employee’s time and bottom line expenses. Your staff will spend less time on single-phone call interactions and can instead increase their efficiency by engaging and assisting more than one customer at a time. This also reduces your hotel’s need to hire more staff (or increase CRO outsource costs) to answer calls. But, most of all, by investing in live chat software, you’re lowering your average transaction cost.


About Tambourine

Tambourine uses technology and creativity to increase revenue for hotels and destinations worldwide. The firm, now in its 33rd year, is located in New York City and Fort Lauderdale. Please visit: www.Tambourine.com  

hotel marketing, Hotel Marketing Advice

Friday Freebie: Thrill Your Guests With Local Knowledge

August 12, 2016 • By

FridayFreebie-Tambourine

Welcome to the Friday Freebie!

Each week we share one impactful hotel marketing tactic that you can implement immediately to drive more direct bookings.

This week’s freebie: Thrill your guests by being a true local-in-the-know.

Today’s travelers are not as enamored of big-ticket, touristy attractions as they once were. Instead, they are looking for authentic, intimate experiences that immerse them in the local life and culture of a destination. They’re hungry for local secrets and seeing parts of a city that usually travelers don’t get to see.

However, most hotels are still simply promoting the obvious activities, restaurants, and attractions that cater to tourists. Plus, they usually place all responsibility of destination knowledge on the concierge team, who often receive kick-backs from these attractions and restaurants for sending hotel guests their way.

Your hotel guests are expecting so much more from you. They’re bolder and more adventurous. They want insider knowledge of your destination and especially of your neighborhood, not the tired, cliché, and touristy suggestions they already can find in your visitor guide.

So, if a guest asks where to get coffee, don’t lazily send them off to Starbucks or point to the free coffee in the lobby. Tell them about the local coffee shop a few blocks away where they serve a uniquely awesome chai latte. If they’re looking for a place to eat, tell them about the great hole-in-the-wall eatery in the neighborhood that locals love, instead of the typical tourist trap.

Become the expert of your own neighborhood. Share these secret, local tidbits on your hotel website. And, most importantly, encourage ALL guest-facing hotel staff (not just your concierges) to explore the neighborhood, so they’ll be ready to engage with guests.

Get more tips on how to appeal to today’s travelers: How Boutique Hotels Win vs Big Box Brands


About Tambourine

Tambourine uses technology and creativity to increase revenue for hotels and destinations worldwide. The firm, now in its 33rd year, is located in New York City and Fort Lauderdale. Please visit: www.Tambourine.com

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