Many hotel properties have a strong focus on their staff and reception engagement. However, there is a missed opportunity if digital communication is not strong as well. Having focus on your property’s digital communication with guests is important in the digital age, and here are some considerations when developing your communication strategy to include digital.
Your guests expect it. Most guests are expecting some communication via a digital platform, whether it is a text, email or post on a social media platform. By leveraging digital assets, you can provide important information and even property events where they can easily RSVP, add to their calendar and share with others. It also allows your guest to decide when and where they will review your communication and if they need to respond or not.
Your guests want to explore and get added value during their stay. Digital communication is a great way to help your guests learn more about your property. You can send communication using geo targeting through a mobile app, or provide digital wayfinding signage in key areas where guests can find information about the property restaurant and spa, including seasonal specials. Digital communication provides added value by making sure guests are in the know. It also allows your guest to choose what information will add value to their stay, such as a text to allow them to check out digitally, thus skipping the check-out queue.
Your staff cannot answer every single question. Staff engagement is important and your staff has a lot to deliver during a guest’s stay. When guests have common questions that can be answered with a digital platform, or when your hotel is ready to share new experiences on property, using digital communications to share that communication simultaneously is an easy way to deliver. It also gives your property data to see what information is accessed and when, and if you need to add further communication to the mix.
Use your digital communication strategically and as a key component to your guest experience.
