so the room is booked, now what?best practices on how to effectively communicate with

your guest after the reservation process

Reservation Summary for Confirmation Number: 9N6L8S2Reservation for: Nigel AllportNumber of people:1 Adult 0 Children Arrival Date: Nov 06 2013Departure Date: Nov 08 2013 Check-In time:3:00 PM Hotel Check-Out time: NOON

Rate Information and Room Summary

Subtotal: £208.00 Plus applicable Fees and Taxes *King BedNon Smoking

*The subtotal above is an estimate only and does not represent the full amount for your stay. Additional charges, taxes, and fees may apply. The actual total will be provided to you at check-out upon request.

*Any change in the reservation including number of guests, length of stay or dates may result in a change to the total.

the reservation confirmation is the first opportunity start to communicateit could look like this … or ….

cancellation noticewin back that lost booking with a tell

us why ‘call to action’

pre-stay messagingbefore the guest arrives, engage and promote the hotels amenities

maximise guest spend on your propertypromote your amenities and services

maximise guest spend on your propertypromote your amenities and services

on-property messagingdon’t wait until checkout, ask your guest when on

property “how can we make your stay better ?… and at the same time, promote your amenities”

thank-you notepost checkout, thank your guest for staying and ask for feedback

guest surveyssolicit meaningful and timely feedbackand set-up alerts to your key staff

leverage socialImpact your presence and raise ratings

return marketingpromote new bookings from past guests via automated offers

be mobile in Aug13, 47% of all email was opened mobile

reservation confirmationoptimized for mobile with ‘responsive’ design

• clickable phone number

• google maps

• confirmation number

mobile conciergecontinue your guest engagement when they are mobile

• room service• wake up call• reservations• directions• spa service• clean room• maintenance• check out

so the room is booked, now what?communicate, communicate and communicate

again

• have a ‘digital conversation’, before, during and after

the stay

• personalizes the ‘guest relationship’

• build trust and engagement

• drive incremental revenue and improve RevPAR

• create another booking

thank you!for more information please contact me

• nigel allport• vice president - emea • nigel@digital-alchemy.com