May 4, 2022
Knowing your customer is step number one in creating a top guest experience. Who is staying in your properties? Are they looking to have a relaxing vacation? Create unforgettable memories with their family? Or to fulfill their values by traveling sustainability?
To answer these questions, you need to be aware of market trends and demands. But these can be ever-evolving and different generations may have different interests, so how do you keep everyone happy? We’ve got some simple tips to help you get started. Shape your ideal guest’s GOAT (greatest of all time) vacation experience and see the uplift to your property management business:
Three ways to create a GOAT guest experience
1. Make it easy – Most travelers go on vacation for a break from their busy daily lives, so make their trip as stress-free as possible. The Connected Trip is the use of all-in-one software to simplify the booking and travel process, by eliminating the need for multiple platforms for each part of the travel journey.
Every step of the process should be efficient and work well, especially the basics. Keep your listings accurate, your availability calendar up-to-date, have clear directions, and ensure the property is stocked with supplies and cleaned ready for arrival. Travel tech can automate many of these processes and allows you to update all your listings in seconds.
Guests want quick responses and more communication from their travel hosts. According to Google over two-thirds of guests are more likely to purchase from businesses that offer convenient communication.
Automated technology ensures guests receive a non-stop service, through 24-7 guest services, without taking away from staff resources. For example, in-room voice-enabled technology, like virtual concierge Xeva, can answer questions like ‘where’s the best restaurant?’ and ‘what nearby activities can we do today?’ immediately with fully customized responses.
2. Make it memorable – Create a service so good guests will be talking about it with friends for years to come, leading to ace reviews, loyal customers, and positive word of mouth. This service starts right from the beginning of their journey when they are looking at your property listing online.
Be sure to have professional-looking, detailed listings, with high-quality photos and accurate descriptions so your properties match and exceed guest expectations. There’s nothing worse than being oversold by misleading photographs of amenities that aren’t actually available, or by incorrect occupancy levels. Be honest and your customers will trust in your brand, making them more likely to return.
Go above and beyond to leave lasting impressions with an arrival gift, like a basket of local bread and jam or discounts on fun day trips. Provide more than the guest thought they needed, with tech advanced rooms, and truly local activity recommendations to help them plan every day of their trip.