Building a great relationship with your guests is crucial for creating a positive and memorable experience. Here’s a step-by-step guide on how to do this, both before and after their stay:

Before Their Stay:

1. Effective Pre-Stay Communication:– Start building a relationship with your guests before their arrival. Send them a personalized welcome message or email as soon as they make a reservation.- Provide them with essential information about their stay, including check-in/check-out procedures, parking options, and any special requests they’ve made.
2. Regular Updates:– About a week before their arrival, send a friendly reminder about their upcoming stay. This can include details like the check-in time, address, and contact information.- Offer additional services or upgrades to enhance their stay. For example, you can suggest local events, tours, or activities that align with their interests.
3. Personalization:– Adapt your messaging to the preferences and demands of each guest. Use their name, remember any important occasions (e.g., birthdays, anniversaries), and think about their previous contacts or stays with your hotel. To manage effectively, implement a hospitality-specific CRM system.
4. Accessibility:– Make it easy for guests to reach out to you with any questions or concerns. Provide a dedicated email address or phone number for guest inquiries.

During Their Stay:

1. Warm Welcome:– Greet your guests with a warm and genuine welcome upon their arrival. A personal touch can go a long way in making them feel valued and appreciated.
2. Assistance and Recommendations:– Be attentive to their needs during their stay. Offer assistance and recommendations for dining, local attractions, and any other queries they may have.- Providing the GuestApp during their stay can significantly improve the guest experience and your interaction with them.
3. Amenities and Comfort:– Ensure that the room or property is in excellent condition, and that all amenities are functional. A comfortable and clean environment adds to the overall positive experience.

After Their Stay:

1. Express Gratitude:– Send a thank-you message after their stay to express your gratitude for choosing your establishment. Mention any specific aspects of their visit that you appreciated.
2. Request Feedback:– Encourage guests to leave reviews and feedback on platforms like TripAdvisor, Google Reviews, or your own website. Constructive criticism can help you improve, and positive reviews can attract new guests.
3. Loyalty Programs:– Consider implementing a loyalty program to reward repeat guests. Offer discounts, special promotions, or exclusive perks to incentivize them to return.
4. Stay in Touch:– Maintain contact with former guests by sending out periodic newsletters or property updates. Keep them involved and interested in returning by sharing news, promotions, and local events.

Otello GEM (Guest Experience Management) tool assists in the automation of communication and data management, making it easier to build and maintain relationships with your guests. So, embrace technology and understand the power of “data.” Keep in mind, however, that genuine and personalized encounters are vital for creating a lasting connection that generates guest loyalty and strong word-of-mouth referrals.