Answer:
1. Being Proactive
Most hotels today are still utilising the reactive approach when it comes to guest communication. Proactively engaging your guests prior to their arrival not only makes them feel important but also opens the opportunity for communication and marketing.
2. Upselling
Before your guests arrive in your hotel is the best time to upsell them room upgrades and ancillary services to enhance their stay experience. Guests are in still in the itinerary planning phase and are exploring different experiences for your upcoming holiday. Not leveraging on this opportunity is a loss of potential revenue.
3. Personalisation
Guest experience being the top priority of hotels today, it is increasingly important to know your guests’ preferences beforehand so that you are able to personalise their stay with you. Only by doing so, are you able to create guest loyalty and make these guests your promoters.
