In the post “Importance of Pre-Arrival Emails for Hotels,” I explained why pre-arrival emails play a crucial role in all types of hotels and especially for the small and independent hotels. The pre-arrival stage begins once a guests books a stay at the hotel. Therefore pre-arrival emails have a great potential for building a relationship with your guests even before they arrive at your property. This is also an opportunity that leads increase in revenue.
In order to have a successful pre-arrival email strategy, here are some tips that will generate great results:
When customers receive confirmation emails from your hotel, this reassures them that the reservation was successful. This also gives the customer a piece of mind instead of worrying whether his stay is confirmed or not.
Confirmation emails also signify that you hold great value for the customer. Thus, such an email is a subtle way to appreciate and thank them for selecting your hotel over others.
Through such email, you can also try to find out more about the preferences of the guests. By simply asking them to contact you for further inquiry or to make special requests will encourage them to get in touch with you.
The time between when the customer’s book and when they set their foot on the property is a crucial to get in touch with them. This is the time when they are enthusiastic and wondering about their trip. With the pre-arrival email, you are able to boost that enthusiasm.
There are three things you can seize this opportunity for. One is to remind them about the upcoming stay by including reservation details such as booking dates, room type, check-in time and other relevant details.
Two, you can be helpful by providing them information about the useful amenities available at your hotel, about local events or local tourist attractions. The business travelers will definitely be happy to know about a conference halls or a small meeting room is available at your hotel. On the contrary, local tourist attractions will attract the attention of leisure or family travelers and prompt them to contact you for further information.
Three, guests would love to hear what else you have to offer them besides their stay at your hotel. Upselling through emails is a common norm and many hotels do use this strategy. Simply asking them for room upgrades or offering them extra services like gym or spa will increase your chances incremental revenue.
Most of the people nowadays use mobile devices to check their emails. Imagine yourself opening emails that are not optimized for mobiles. It’s quite irritating, isn’t it? So it totally makes sense to design email templates that are responsive. In this way, you will avoid annoying your customers. One more way to enhance the user-experience would be to include your logo and minimal images with the responsive email template. Such moves are great for branding purpose and are sure to impress the customers.
In today’s modern world there social media websites have become the platform for communication. Therefore, by including social media links to your social media you provide them an easy medium to communicate with you. In this process, you will be building a lasting and loyal relationship.
Consequently, these tips will facilitate in maintaining an indirect contact with your customers. Your aim must be to utilize these tips to the full advantage. Therefore, such a communication with your clients will result in the increase of trust in your brand and boost the bottom line.