How to create superior experiences for today’s guests.
People in the digital age have more information than ever.
Travelers now have access to a wealth of research and reviews for finding the hotel with the best value for them.
For us, this means hotels with the best guest experiences are no secret, and we must continue to exceed expectations to grow our business.
Here’s your guide for how to do that at every stage of the guest journey.
Stand out everywhere online
Most travelers visit a combination of supplier, OTA, meta-search, and social media during inspiration and research phases of booking. Often, on mobile. According to a 2016 survey from Opera MediaWorks, 66 percent of travelers prefer using their mobile devices for travel research.
In this competitive market, travelers expect a hotel to have a strong presence at all these touchpoints and on all devices.
To attract customers in their booking journey, make sure your website and booking engine has responsive design, so that it looks sharp on their preferred mobile device. Also, ensure that high-quality visual content of your property, including rooms, facilities, and amenities are available on your site, social channels, and indirect booking sites.
Platforms like Facebook, Yelp, and TripAdvisor are a trusted source for reviews too, and guests expect you to have excellent ratings. Make sure your strategy encourages happy guests to leave positive reviews online and includes responding to customer feedback.
Go Beyond: Stay top-of-mind with travelers as they research all aspects of their trip with valuable content related to your destination. For example, create videos or blogs that highlight nearby dining, entertainment, recreation, and more.