Turning Guests into Ambassadors
How Hotels and Resorts Can Create Brand Alliances
In the hospitality industry, creating strong connections with guests can transform them into loyal ambassadors who actively promote your brand. By fostering genuine relationships and offering exceptional experiences, hotels and resorts can encourage guests to share their positive experiences with others. Here’s how you can build brand alliances with your guests, making them feel valued and motivated to act as ambassadors for your property.
1. Creating Memorable Guest Experiences
What Makes an Experience Memorable? A memorable experience is one that exceeds expectations, leaving a lasting impression on guests. It involves personalized service, attention to detail, and unique offerings that guests cannot find elsewhere.
Key Elements of a Memorable Stay:
Personalized Service: Use guest preferences and past behavior to personalize their stay. From personalized greetings to customized room amenities, these small touches make guests feel special.
Exceptional Comfort: Ensure that every aspect of the guest's stay is comfortable, from the quality of the bedding to the ambiance of the room.
Unique Activities: Offer exclusive activities and experiences that guests can only enjoy at your property. This could include local tours, special events, or wellness programs.
2. Encouraging Guest Engagement
Questions to Engage Your Guests:
How can we make your stay more enjoyable?
What activities or services would you like to see during your next visit?
Can you share any feedback on how we can improve our services?
Ways to Engage Guests:
Welcome Surveys: Use welcome surveys to understand guest preferences and tailor their stay accordingly.
In-Room Tablets: Provide in-room tablets or apps that allow guests to easily communicate with staff, request services, and provide feedback.
Social Media Interaction: Encourage guests to share their experiences on social media using a specific hashtag or by tagging your hotel’s profile. Engage with their posts by liking, commenting, and sharing.
3. Building Loyalty Programs
Designing an Effective Loyalty Program:
Reward Points: Implement a points-based system where guests earn points for every stay, which can be redeemed for discounts, free nights, or special perks.
Exclusive Benefits: Offer exclusive benefits to loyalty program members, such as room upgrades, late check-outs, and complimentary amenities.
Personalized Offers: Send personalized offers and promotions to loyalty members based on their preferences and stay history.
4. Creating Shareable Moments
How to Create Shareable Moments:
Unique Decor and Ambiance: Design photogenic spaces within your hotel or resort that guests will want to capture and share on social media.
Special Events: Host special events or themed nights that provide unique photo opportunities and memorable experiences.
Complimentary Gifts: Surprise guests with complimentary gifts, such as welcome baskets, branded merchandise, or local souvenirs.
Encouraging Social Sharing:
Social Media Contests: Run social media contests where guests can share their photos and experiences to win prizes.
Hashtags and Handles: Provide guests with your hotel’s social media handles and hashtags upon check-in, encouraging them to use them in their posts.
In-Room Guides: Include guides in guest rooms with tips on the best spots for taking photos and sharing their experiences online.
5. Collecting and Showcasing Testimonials
Collecting Guest Testimonials:
Post-Stay Surveys: Send post-stay surveys to guests, asking for feedback and encouraging them to leave reviews on popular travel websites.
Direct Requests: Personally ask guests to share their experiences during check-out or via email follow-ups.
Incentives for Reviews: Offer incentives, such as discounts on future stays or entries into a prize draw, for guests who leave detailed reviews.
Showcasing Testimonials:
Website and Social Media: Highlight positive reviews and testimonials on your website and social media channels.
In-Hotel Displays: Use digital displays or printed materials within the hotel to showcase guest testimonials and reviews.
Marketing Materials: Incorporate guest testimonials into your marketing materials, such as brochures, email newsletters, and advertisements.
6. Creating a Community
Building a Community Around Your Brand:
Online Forums and Groups: Create online forums or social media groups where past guests can share their experiences, ask questions, and stay connected with your hotel.
Guest Events and Reunions: Host special events or reunions for past guests, creating a sense of community and fostering long-term relationships.
Personalized Communication: Keep in touch with guests through personalized emails, holiday greetings, and updates about upcoming events or promotions.
Conclusion
Turning guests into brand ambassadors involves more than just providing excellent service; it requires building genuine relationships and creating memorable experiences that guests will want to share. By engaging with guests, offering personalized service, and encouraging social sharing, hotels and resorts can foster strong brand alliances and cultivate a loyal community of ambassadors.
By implementing these strategies, you can transform your guests into enthusiastic promoters of your brand. Embrace the power of guest relationships to enhance your hotel's reputation, attract new visitors, and drive long-term success in the hospitality industry.