Resort Managers Guide to effective guest retention
Many management companies associate guest services with spending. However, there are many more cost effective ways to provide guests with services that will turn a one time guest into a loyal client. Here are a few examples of cost effective guest services-
- Accurate and detailed unit description- Nothing will upset a guest more than a unit that is not what they expected. In order to prevent dissatisfaction with accommodations, detailed and honest descriptions, slide shows, virtual tours, and floor plans need to be made available to guests prior to their booking of the unit.
- A friendly and helpful greeting- Positive first impressions are essential to guest retention. A greeting that consists of a person handing them a key and telling them to go up and to the left without any eye contact is a sure way to alienate a guest. When a guest checks in they should be greeted with a smile, provided with information on their accommodation and the area, and queried as to what the management can do the enhance their experience.
- Post check in follow-up- In order to ensure the guest is satisfied with their accommodations and have the necessary information to enhance their vacation experience a post check in call is placed to the guest. The guest is asked about the overall satisfaction with the accommodation and if they require anything from the management company.
- Post check out satisfaction survey with rebooking incentives- Each guest needs to be presented, at checkout, a satisfaction survey and a financial incentive to rebook their next vacation. Guests also need to be followed up with on a routine basis to ensure repeat business. we utilize the latest in guest review and rating technology, Flipkey, to encourage guest involvement in ensuring high guest service and satisfaction.
The bottom line is that these simple, yet effective types of guest services are the most important marketing procedures that a management company can employ to increase booking and net revenue for its owners. Increased guest retention and direct bookings are huge priorities and receive our full attention via our automated guest retention campaign. At Resort Managers, generating guest bookings are important, but cultivating repeat bookings is our priority.