How to improve guest engagement in hotels?

There has been expeditious growth in the hotel industry over the past years. Many hotel owners and managers are devising new marketing strategies to ensure they remain profitable and viable in the hospitality industry. Guest engagement is one of the marketing strategies that many managers embrace because it increases retention rates and brand loyalty. 

If you are a hotel manager who is wondering how guest engagement strategy can help grow your brand, continue reading this article.

What is hotel guest engagement?

One of the new innovations that hotels should use is the hotel guest engagement, which is a marketing strategy where the hotel brand interacts with guests through a certain marketing channel, like social media platforms, and receives feedback about their experience. This strategy can influence potential clients’ habits, keeping them engaged throughout their booking journey. 

Hotel guest engagement can create a long-term connection between the client and the hotel, building brand loyalty. It can also maintain a good relationship between the hotel and the client, thus, improving client satisfaction and encouraging hotel bookings. For a strategy to be successful, it should be able to measure responses or feedback, input, and relevant clients’ performance.

How to improve hotel guest engagement

Your hotel guest engagement strategy should always work towards your client’s interest. While implementing the strategy, always consider them throughout the entire process. Include the marketing and sales team to find out several things like what services your clients like and their common concerns. Consider crafting a customer-centric strategy that engages your clients consistently. Below are some strategies that can help you improve your hotel guest engagement:

Share your hotel mission and vision

Well-drafted automated massages can help your clients determine why they should keep booking your hotel. You can humanise your brand messages to highlight your story, mission, and vision. Listen to their expectations and frustrations before sharing a related vision and story.

Personalise your interactions

Engaging your clients directly may make them feel like they matter and are not just ordinary guests. Many people feel unvalued when they receive random email newsletters, social shares, and ads. Create a custom communication that may give your guest a personalised customer experience. Such personalised interaction can make your guests feel you are in tune with their interests and needs.