Pre-arrival communication is key to making your guests feel welcome, easing any pre-trip worries, and even boosting your revenue with personalized offers. Learn how to make the most of this important step before your guests even set foot in your hotel.
Key Takeaways
- Pre-arrival guest communication sets the tone for a seamless and satisfying hotel experience.
- Upselling services like transportation, room upgrades, and premium amenities increase revenue before guests arrive.
- Using email and SMS effectively personalizes guest communication and enhances engagement.
Why wait until your guests step into the lobby to start the conversation? The days and weeks leading up to a guest’s arrival are a critical time to influence their expectations. The information you provide during this period can shape their opinions about your hotel well before they set foot on your property.
Having an effective pre-arrival guest communication strategy is essential—not only for improving guest satisfaction but also for increasing your hotel’s revenue through tailored upsell opportunities. Whether through email or SMS, your communication efforts set the tone for a smooth guest experience. Let’s look at practical tips and tools to optimize your hotel pre-arrival guest communication and streamline your operations.
Why Pre-Arrival Communication Matters
Your guests’ experience begins as soon as they make a booking, not just when they arrive at your hotel. Effective pre-arrival guest communication ensures they feel informed, welcomed, and excited. It also offers a valuable opportunity for you to manage expectations and provide personalized service. Here’s why it’s important:
- Reduce anxiety and build anticipation: Offering information such as parking details, check-in procedures, and local recommendations helps guests feel more at ease.
- Enhance guest satisfaction: Thoughtful communication tailored to your guests’ needs makes them feel valued and special.
- Boost revenue with upselling opportunities: Promoting services such as room upgrades, transportation, or premium products in the pre-arrival phase can increase revenue and enhance the guest experience.
Ready to increase guest experience before arrival?
Key Elements of Pre-Arrival Communication
1. Personalized Booking Confirmation
Your first communication after a booking should be personal and informative. It reassures your guests that their reservation is in good hands and provides key details about their stay. Personalize the message with their name and specifics about their room choice, and make sure to include essential information such as check-in times and hotel directions.
Example:
“Hi Anna, thank you for booking with us! You’ve reserved a deluxe suite with stunning ocean views. Here’s everything you need to know before your stay…”
2. Providing Essential Information
Ensure your guests have all the necessary details at their fingertips before they arrive. This includes:
- Check-in and check-out times
- Parking options and directions
- Wi-Fi access
- Policies for early check-in or late check-out
By proactively addressing these common questions, you help your guests feel more confident and prepared, reducing any stress around their arrival.
3. Upsell Opportunities
Pre-arrival communication is the perfect time to offer additional services that can enhance the guest experience while driving extra revenue for your hotel. Consider the following upsell options:
- Transportation services: Private airport transfers or ride-share reservations can make guests’ travel smoother and hassle-free.
- Premium products: Offer luxurious bath linens or high-end bath products to elevate their in-room experience.
- Early check-in and late check-out: Many guests value flexibility, and offering this service for an additional fee provides convenience.
- Business amenities: Promote services like meeting room rentals or coworking spaces for business travelers who need a productive workspace.
- Room upgrades: Encourage guests to upgrade to larger rooms with amenities like bathtubs, superior views, or higher floors to make their stay more enjoyable.
With a platform like DigitalGuest, you can easily personalize and automate these upsell opportunities, presenting them in a way that feels tailored to each guest’s preferences and needs.
4. Local Insights and Attractions
Providing your guests with insider tips about local attractions, events, and experiences is a great way to add value to their stay. Whether it’s highlighting major landmarks or pointing out hidden gems, this information can build anticipation and help guests plan their trip. You might offer suggestions like:
- Local festivals or cultural events happening during their stay
- Must-see tourist spots and hidden gems
- Dining, shopping, or entertainment recommendations
By offering this information, you position your hotel as not only a place to stay but also as a source of local expertise, enhancing the overall guest experience.
Best Channels for Pre-Arrival Communication
When it comes to pre-arrival communication, using the right channels is just as important as the message itself. Two of the most effective channels are email and SMS, both of which offer unique advantages for engaging with guests.
1. Email
Email is the most widely used tool for hotel pre-arrival communication, and for good reason. It allows you to share detailed information about the guest’s stay in a professional, visually appealing format. Use email to send personalized booking confirmations, provide useful information, and promote upsell opportunities. However, email typically has an open rate of just 20%, meaning a significant portion of your messages may go unseen.
Advantages of email:
- Personalization: Easily address guests by name and customize content based on their preferences and booking history.
- Automation: You can schedule a series of emails leading up to the guest’s stay, ensuring they receive timely updates without manual effort.
- Rich content: Emails can include images, links to local guides, and detailed descriptions of upsell services, making it easier to convey important information.
Email is especially effective when you need to provide in-depth content, such as details about hotel policies, local attractions, and room upgrades. Ensuring your emails are mobile-friendly is key, as many guests will read them on their smartphones.
2. SMS
For more immediate and direct communication, SMS (text messaging) offers an excellent alternative. SMS is perfect for short, time-sensitive messages such as reminders about check-in times or last-minute offers. With an impressive 98% open rate, text messages are read almost instantly, offering an immediacy that emails can’t always match.
Advantages of SMS:
- Instant communication: Guests are more likely to open and read text messages quickly, making it a great tool for time-sensitive information.
- Concise messaging: SMS is ideal for short, clear messages like check-in reminders or last-minute promotions.
- Personal connection: Text messages can feel more personal, which helps build rapport and engagement with your guests.
Using a combination of email and SMS allows you to tailor your pre-arrival communication based on the type of information you’re sending. For example, you might send a detailed email about room upgrades and local events, followed by an SMS reminder about check-in the day before the guest’s arrival.
Conclusion
Effective pre-arrival guest communication is essential to creating a positive first impression and enhancing the guest experience. By focusing on key elements such as personalized communication, helpful information, and strategic upsell offers, you can set the stage for a memorable stay.
With DigitalGuest, managing these communications becomes seamless, allowing you to offer personalized interactions that delight guests and boost hotel revenue. By incorporating the strategies outlined above, you’ll streamline your operations and ensure your hotel stands out in the competitive hospitality landscape.
Ready to take your guest communication to the next level? Book a free demo with DigitalGuest today and discover how our platform can help you deliver a seamless, personalized experience for every guest—even before they arrive.
