Optimizing Your Resort’s Presence For Online ReservationsConverting Online Visitors Into Paying Customers

Introduction

Fun MN Landmark Trivia!

Quick “Poll”

Today’s Traveler

The goal of your web site

What is a “Booking Engine”?

Available “Types” of booking engines

Features of a booking engine

Q & A / Discussion

Agenda

Jeff HebrinkCustomer Success ConsultantRezStream

Over 8 years in the Resort/Hospitality software industry

Started with MunsenWare / Guest Tracker in 1998

Born and raised in MN. Currently live in Elk River, MN

Married with 2 boys

Enjoy fishing, golfing, boating, hiking, outdoors. (And TV!)

Who is RezStream?

Established in 2005

Headquartered in Denver, CO

22 employees

Software, website design, digital marketing

Independent properties

Average size property is 13 units

Who we are:

What we do:

Now, for the good stuff…

Quick Poll

Do you currently use a PMS (Property Management

System) at your resort?

Do you currently show availability on your web site?

Do you currently offer online reservations at your resort?

Today’s Traveler

Over 148 million reservations are made online every

year (and growing).

Over 60% of ALL leisure travel reservations are

made online

Over 65% are made on “Brand” web site (not

Expedia, Booking.com, etc.)

97% of people now prefer to find business online

Over 50% of today’s travelers will rush to the

keyboard, rather than the phone to make their travel

bookings

What is the goal of YOUR web site?

Provide resort information

Showcase your resort

Show amenities

View activities

Showcase area

Get them to MAKE A RESERVATION!!!!

What is a “Booking Engine”?

Simply put, your booking engine is an online system that shows availability and/or makes reservations 24/7/365. It’s a solution that communicates with your Property Management System (PMS) to update your calendar and availability either real-time or periodic updates.

Pros

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Cons ?

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Types of Booking Engines…

“View only”

The ability for users to view a

calendar and check your availability

(real time or periodically updated) or

type in requested dates to see

availability.

User must call to book the

reservation.

Reservation “Request”

The ability to view availability (real

time or periodically updated) and

fill out a form to “request” a

reservation.

User must wait to hear back as to

whether the reservation will be

accepted.

“Book Now / Make a Reservation”

The ability to view a calendar or enter

dates and finish the booking online in

real time.

No waiting for a response, no need to

call.

Why do I need a booking engine?

Can book on THEIR time, not yours

User’s are looking at work, or late at night

No need to keep looking

They like your property, why go anywhere else?

Instant gratification

Receive instant response that their vacation is booked

It benefits the guest:

It benefits you!

Can book on THEIR time, not yours

User’s are looking at work, or late at night.

Like having a 24/7/365 employee booking reservations.

No need to keep looking

They like your property, why go anywhere else?

Don’t let them find another property because they can’t book yours.

Instant gratification

Receive instant response that their vacation is booked.

No need for you to respond with a call or email (unless you want).

“… It allows customers to do their own figuring out of their

specific vacation. For example, they have 8 people and need so

many beds and need a specific time frame. When they call us

up they have already figured out exactly what they need. I think

it sets us apart because they figure things out ahead of time so

when they call they know exactly what they want. It also helps

in that we don't need to keep waiting lists or contact customers

that were looking for a cabin. Often by the time you call them

back they have found something else. Our availability or lack

there of has considerably improved since we went

online. Before we went online with the cloud we used to have to

update ourselves and now we don't have to…”

Linda Schultz, Ten Mile Lake Resort

The “Little Things” matter…

Matching “Theme”…Make sure that your booking engine matches your web site!!

Booking “Widgets”

Put one on every page of

your web site.

People want to be able

to book as soon as they

have enough information

to do so.

Individual Unit

Calendars

Individual unit pages on web site AND

individual unit calendars on those pages.

When a guest finds a unit they like, let them

book it!!

Mobile!!!

Make it easy to book with your fingers!!

MOST of the people browsing the internet are

doing it on mobile devices.

Keep them engaged in the process

“Clickable” links

“Clickable” links that will provide more information

without leaving the booking engine.

Booking stages

Let them know what “stage” they are in

Transparency

Let them easily see selection, prices and be able to

add/remove easily.

Sell “Add-ons”!!

“Get ‘em while they’re hot!!”

Showcase add-on products/packages.

Final Thoughts…

Think like the guest

There’s no “One size fits all”

Find the “Right” solution

Ease into it

Ask questions!

Thoughts? Questions?