Author Archives: Lisa Livingston

How To Make The Most Out Of The Summer Season

How To Make The Most Out Of The Summer Season

There’s no doubt that this summer will be a very different one. Post COVID-19 pandemic, no one really knows what the ‘new normal’ is going to look like. But, that doesn’t mean hoteliers can’t make the most of the opportunities that will begin to present themselves as the world reopens for business.

With summer rapidly approaching and vaccine rollout chugging along, millions of people are likely to start making travel arrangements and booking hotels once more. With that in mind, is your property ready for a potential onslaught of new business? After researching some of the busiest destinations of summers past, we thought we’d bring you some great summer campaign tips to kick your property into high gear this summer season.

When should I start preparing for summer?

Let’s first look at the best time to start opening those campaign promotions to your guests. Statistics show that properties process the most bookings in the months of February, March, April, May, June and July. The highest bookings are in February and June, probably due to spring break and the start of summer break for school-aged children. However, it’s important to recognize the frequency of the promotional campaigns being sent as well.

Typically, if your property is sending between six and twelve summer promotional campaigns per year, your bookings will show the most return with an average of 1,500 bookings. That’s a lot of visitors, and a lot of opportunities to reach other potential guests.

Additionally, hotels that send campaigns throughout the year have a better return on bookings than hotels that focus on sending summer promotions closer to summer months only. While this may seem like an ineffective strategy, you’re really increasing your opportunities for reaching additional guests if you begin your promotions earlier in the year. A study by Revinate indicated that the properties who were putting together summer promotions earlier in the year showed a steady increase in reservations, between 28 and 30 reservations per summer promotion. So, how do you get the best return from your summer promotional campaigns?

Late Spring / Early Summer

We’re already closing in on Memorial Day, which means now is a great time to kick your promotional efforts into high gear. Your last-minute travelers will be looking for a deal but understand that they are looking for last-minute deals.

So, you’ll have an advantage here in that you won’t need to offer such a large discount to entice them to your property.

Typically, a 10-30% discount is acceptable this time of year since other properties are offering the same types of promotions.

End of Summer

Using a promotional campaign at the end of summer can benefit your property too.

As parents are looking for the last family get together before school is back in session, and millennials are planning on taking that last break before they start their new jobs, you can still entice your guests with an end of summer promotion wherein guests can get a room for 20 to 35% off the regular room rate.

This is the “Summer is Ending” special, and guests respond well to this type of deal, especially when an actual dollar amount is used as opposed to a percentage advertisement.

For next year

Winter Plan

When you’re planning for your property to market for next year’s summer season, don’t wait until January. Start your pre-planning in October or November of this year. You don’t have to “go big” here, but for your loyal guests, perhaps try offering a significant discount to entice them to stay with you again next year and book several months in advance.

Spring Plan

At the end of winter and early pre-Spring, set the tone of your campaign by letting your guests know that they need a break from the wintery weather. Tell them that before they know it, summer will be here, and they should start planning.

Your promotional discount should still be enticing during this Spring planning time period, not quite as high as it was during the winter pre-booking era, but still significant in the grand scheme of things. Remember, the goal is to gain as many pre-bookings during this timeframe as you can.

Wrapping up

As a hotelier, you could really brighten up your summer season with a little pre-planning and some well thought out campaigns. By starting your summer season marketing campaigns a little earlier in the year, you could increase your bookings, and provide your guests with not only a fantastic deal, but a fantastic place to spend their summer vacations.

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMS, Channel Manager, Hotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

How These Three Technologies Can Enhance Your Guest Experience

How These Three Technologies Can Enhance Your Guest Experience

There aren’t a lot of businesses these days that don’t have some form of automation; from airline ticket counters, to self-checkouts at the grocery store, automation can be considered a blessing and a curse. However, while full automation may reduce operational and staffing costs, in the hotel industry it also eliminates the ability to utilize your best assets- human interaction.

Guests love interacting with staff at your property, and while they may also love some automated features at your property, they feel valued when your staff interacts with them as well. In fact, when a hotelier can equip their staff to provide a more well-rounded, pleasurable guest experience everyone wins!

While we’re in a time where hotels around the world have had to make massive adjustments and going contactless wherever they can, guests will eventually want human interaction when things return to normal.

However, pandemic or not, there are some ways that automation can not only help your guest experience, but help your staff complete tasks more efficiently.

So, while you consider incorporating automation into your property’s everyday life, here are some ways in which you can improve your guest experience to keep them coming back for more. 

Chatbot

Given the fact that most people in today’s society conduct the majority of their lives online, and most hoteliers have an online presence with bookings, having a chatbot can help your guests before they even step foot on property and it could give you an advantage over your competitors. In addition, chatbots can answer thousands of questions at once streamlining your guest questions like never before.

Think of it like this; chatbots are capable of answering thousands of guests at once, compared to a single reservation agent answering questions one guest at a time. Think of that reservation agent’s morale after weeks, months or years of doing the same thing. Wouldn’t your guests be happier if they had access to all their common questions at their fingertips during the booking process?  Something else to think about- when a guest can get their questions answered immediately during the booking process, your property’s upsells and conversion rates will likely increase. One of InnQuest Premier Partners, Triptease offers this solution as part of their direct booking platform.

Mobile Concierge

With more and more travelers turning to digital solutions for convenience, it stands to reason that the addition of a mobile concierge feature to your property would be an asset to your guests. In fact, hoteliers can better engage their guests by offering a mobile concierge service to their guests prior to and during their stays. Cendyn’s Guestfolio is a great option to market your property’s best features. Guests can request items, make reservations at onsite restaurants, and secure activities during their visit with a few clicks. The hotel staff then approves or suggests alternatives to the guests via email eliminating the need to employ an actual in-person concierge. While this may go against the traditional face-to-face interaction your property may be accustomed to, it creates a unique guest experience that guests appreciate. 

Smart Room Technology

Enhancing a guest experience doesn’t necessarily mean interacting with the guest at every turn, it sometimes means providing all the comforts of home away from home, and that’s where smart room technology comes in handy. Hoteliers that have implemented smart room technology allow their guests to customize their room to suite their own preferences. Lights, temperature and televisions can all be controlled by smart room apps sometimes even directly from the guests’ wireless devices. It’s these little conveniences that could potentially create a positive guest experience that keeps your guests returning year after year. Like roomMaster, a modern PMS software will connect to these service providers.

Wrapping up

Let’s face it, travelers today are not only looking for the best bargain, they are also looking for an experience they won’t soon forget. By implementing these small technology changes, you’re not only providing guests with the ability to create their dream vacations, but chances are you’re giving your guests an experience they won’t forget.

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMSChannel ManagerHotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

Tips to Increase Guest Engagement Before, During and After the Stay 

Tips to Increase Guest Engagement Before, During and After the Stay 

“There is extraordinary chemistry that exists in long-term relationships.” ~ Conrad Levinson 

Hoteliers are in the business to make their guests happy, right? Therefore, it goes without saying that hoteliers don’t want their guests to be unhappy when visiting their property. Consequently, this means that a hotelier spends a great deal of time focusing on their guests’ experience and how to make each stay unique and enjoyable. The key to making guest stays unique, enjoyable, and memorable is to engage with guests before, during, and after their stay.

There’s no denying that we live in a technology crazed world. In fact, everything we do regarding travel seems easier to accomplish online. Unfortunately, in providing our guests with the ability to make their own arrangements online, we essentially created guests that have immediate gratification needs. Hoteliers need to be able to capitalize on the needs of their guests by meeting and exceeding all their wants and desires.  Guests want to feel catered to, they want to feel as though they are being pampered, and they want to know without a shadow of a doubt that their concerns (should there be any) are resolved in a professional manner. 

Why is guest engagement important? 

Guest engagement platform selection is essential to the success of your guest engagement program because it opens the door between you and your guests. Not only is the door open to increasing guest satisfaction, it also provides a means in which guest loyalty can increase. Think about your property and some things that you already know need improvement. Then, think about the concerns your guests have presented you with. Do these two lists share commonalities? At what stage in the guest life cycle do you think that you could have the most impact on your guests? Does your staff know how to anticipate your guests’ needs and exceed them?  

How to increase guest engagement 

The first way to engage with your guest is to offer a chatbot on your booking engine. Are you able to communicate with your guest during the online booking process currently? Could a chatbot be easily installed on your booking engine? Chatbots can be programmed with Natural Language processing (NLP) to personalize in response to guest preference and behavior. In addition, chatbots “learn” more with each communication. Direct booking engine integrations like Triptease have a live chatbot feature called Front Desk that allows hotel staff to interact directly with guests while booking. 

An additional way to interact with your guest during the booking process is to offer repeat guests a discount for re-booking direct. Sweeten the deal by offering a freebie when the guest arrives.  Freebies don’t have to be expensive; a box of chocolates, or a coupon to the restaurant down the street will suffice. 

Email marketing is another way to engage your guests before, during and after their stay.

Sending a simple pre-arrival email could be a revenue boost for your property.  Something as simple as offering a room upgrade (provided there is a room available) can help increase guest loyalty while increasing revenue. Cendyn’s Guestfolio allows you the ability to engage your guests before they arrive onsite, while they’re on-site with Mobile Concierge, and again after they’ve departed.  

Summary 

It is imperative for today’s hoteliers to adopt a strategy that includes guest engagement. Custom online booking options and email marketing strategies are just a couple of ways in which to accomplish this. Ultimately, your guest engagement platform should be easy to use, and flow through a variety of guest touch points. As you work to increase your guest satisfaction and loyalty via guest engagement platforms, you can redefine your guests’ experience while increasing revenue. In the words of Jim Rohn Motivational Speaker, “One of the greatest gifts you can give to anyone is the gift of attention.”

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMSChannel ManagerHotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

The Power of the Survey: How to Use Surveys to Keep Guests Coming Back

The Power of the Survey: How to Use Surveys to Keep Guests Coming Back

In today’s world hoteliers must be ready for anything; that means guest feedback too. Gone are the days of old where guests would leave handwritten notes on a guestbook in a hotel room outlining their delightful stay. No, today there are so many forums in which guests can leave positive or negative feedback that hoteliers should be constantly monitoring these mediums to see how they can improve. But it shouldn’t stop there. So how do you know which survey mediums are most effective? Let’s look at some ways to collect guest feedback, and how that feedback will help you to keep those guests coming back.

Comment Cards

Now, some hoteliers may think that these are a thing of the past, but it really depends on your property. If you have the homey type atmosphere, or a cozy bed and breakfast this may be a perfectly acceptable way to obtain valuable feedback from your guests. It may also be a creative way to find out what your guests really crave. 

In-Person Surveys

This may sound scary, but when done tastefully this information can be quite powerful. Not only are you demonstrating your personal interest in your guests, but you’re also letting them know that you care about their needs while they’re on property. To take this a step further; what if you were to also capture their preferences in your CRM tool, so on their next visit, you could ensure they were placed in their favorite room with the river view, with the sage scented candle and the bottle of merlot (just like last time)? Think of what a powerful (not to mention- thoughtful) message you’d be sending to your guests.

Post-Stay Surveys

Post-Stay surveys are gaining popularity. With tools like Guestfolio your Property Management System automates post-stay surveys and then directly connects your guests to customer review sites like TripAdvisor allowing you to collect this critical information. The most popular question on any post-stay survey is “On a scale of 1-10 how likely are you to recommend us; 1 being not likely at all, 10 being very likely.” While this question seems like it is so basic, it’s a question used in multiple industries, is known as a Net Promoter Score and it is considered a common satisfaction metric. 

Online Reviews and Social Media

There is nothing like going online and reading countless positive reviews about the hotel you just booked, right? Well, that’s why online reviews (including social media reviews) are so important. Since online reviews and social media reviews are so visible during the booking process, it’s always a great idea to have your staff encourage guests to leave reviews online.

Wrapping Up

Any hotelier will agree that owning a hotel is the easiest part of being a hotelier. Running the hotel is the difficult part. However, when it comes to providing your guests with a unique pleasant experience, you already have all the tools you need. You just need to implement them. Ask for feedback in person, online, send out surveys, and leave comments cards out in the open. You will gain valuable insight into what your guests are looking for and you just might create guests for life.

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMSChannel ManagerHotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

Four Reasons Smart Hotel Automation May Be Right For Your Property 

Four Reasons Smart Hotel Automation May Be Right For Your Property 

As the hospitality industry adapts to changing technology to provide better a better guest experience, they are turning towards automation to keep the technology cutting edge. Technology like automation, and smart technology features are creating quite the buzz around the hotel industry, but they are also making quite the impact on travelers and hoteliers worldwide. According to reports from SmartWorld.com by 2021 smart technology revenue will grow to 18.1 billion: That’s a lot of technology! But, that’s not the most impressive aspect of hotel automation. As hoteliers know, there are many aspects to running a successful property; financial records, resource management, complimentary services offered to guests, overhead costs, operational costs, promotional costs, and so on. However, with as many executable functions as there are at a hotel, there are just as many automation programs to help facilitate process automation. So, why should your property become a smart hotel? Let’s find out: 

Improved Sustainability

Hoteliers are constantly looking for ways to increase their energy savings within their hotel rooms, and this can absolutely be achieved by turning their hotel into a smart hotel. For example, lights can be set to automatically dim or brighten based on the level of light in the room at any given time. Also, air conditioning and heating can be configured to maintain constant temperatures while the room is vacant and then activated once the room has been rented and the guest is ready for check in. Both drastically reduce energy consumption, leading to lower energy bills.  

Guest Personalization

Let’s face it, guests love to be called by name, right?  How do you think they feel when they walk into their rooms and their television is set to refer to them by name when they power it up? When converting your property to a smart hotel, televisions can be set to refer to guests by their name, and guests can access their personal Netflix or Amazon Alexa accounts from their rooms.  

Information Highway

Another major benefit for guests is the ability to gain access to information through the Internet. Guests can connect directly to Amazon’s Alexa or Apple’s Siri to ask questions through an Internet connection in their room and receive intelligent (or reasonably intelligent) responses to their questions. However, with an appropriate device, guests can also connect to other hotel services. For instance, guests may be able to use a smart hub to access information about the hotel’s restaurant availability. This smart hub may be connected to the restaurant’s booking system providing up-to-the-minute availability. Other smart hubs allow guests to connect to local activities, providing reviews, directions, and tourist attractions that shouldn’t be missed.  

Anticipated Maintenance

Hoteliers don’t like surprises when it comes to repairs. With smart hotel features, surprise repairs are a thing of the past. Smart hotels provide pre-emptive maintenance warnings through devices in real-time. This allows the hotel’s maintenance staff to act quickly, heading off any potential disaster at the property. Hotel owners are happy because they save money on emergency repairs, and guests are happier because they are not caught in the middle of a less-than-desirable situation.  

Wrapping Up

While flagged properties are mainly utilizing smart hotel features currently, that doesn’t mean that independent hoteliers shouldn’t also consider adding these cost saving features. All hotels should become smart hotels. In fact, smart hotel automation should be a priority as we move into the technology age of the hotel industryNot only is the creation of a smart hotel a trend that is not likely going anywhere, but it can greatly improve the guest experience, make life easier for your staff, and it creates a big win financially for the owners.  

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMSChannel ManagerHotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

How to Turn OTA Lookers into Direct Bookers 

How to Turn OTA Lookers into Direct Bookers 

Let’s face it; OTAs have become a necessary evil in the hotel industry. They help your property become visible to the world and assist you in obtaining more bookings. With the convenience of online booking, most guests view at least one OTA site’s pricing before deciding on a booking platform. However, with OTA fees sometimes as high as 35% of the total booking, how can hoteliers combat this and keep as much revenue as possible? Well, the good news is you can attract many of these same guests to your direct booking engine while saving money in the process and building customer loyalty at the same time.

Read on to find out some easy ways to turn OTA lookers into direct bookers. 

Create a connection with your guests

This should be a no-brainer! The adage the devil is in the details applies so frequently in the hotel industry doesn’t it? Encourage your staff to interact with your guests before, during and after the stay. With programs like Cendyn’s Guestfolio it is easier than ever to automate this process, and it builds a rapport that is long lasting. 

Offer benefits to guests booking directly

Incentives; everybody wants something for nothing, right? Bringing value to guests is easy when you help them see related benefits. Your website should be the best place to receive discounts on spa, bar, and restaurant items for your property. Although the buzz created around a Groupon advertisement can be enticing, the goal is to increase bookings; so use your direct booking engine to offer the best discounts to your potential guests.  

Leverage user generated content (UGC)

User generated content helps hoteliers paint a detailed picture of your property and sets your guests expectations.  It is also trusted by 92% of consumers according to SalesforceUGC is not difficult to collect from your guests. In fact, 67% of travelers already post something about their travels on social media. It’s just a matter of finding content about your property online and asking permission to use it. Using a specially designed hashtag for your property can make it easier to find you, as well as encouraging guests to “check-in” on social media also helps.  

Keep guest contact information current

When a guest checks in to your hotel, make sure that you’re getting their contact information and determining whether they want to opt into any future communications. GDPR certainly made this step a little more challenging, but the benefits you may receive outweigh any negativity that surrounds the opting out you may get from your guests. For example, through outbound email campaigns you can offer guests promotions, free room upgrades, or discounts to local events or businesses that you’ve partnered with.  

Provide reviews on your website

Probably the best way to keep guests booking direct is to show them what other guests are saying about your property. Guest reviews play an important role in the decision- making process. According to TripAdvisor, 96% of travel shoppers consider reviews important when researching a hotel, and 79% of those shoppers will read between six to twelve reviews before making a decision. OTAs use reviews all over their sites, so why not use them to your advantage on your direct booking site as well? 

Wrapping up

At the moment, OTA bookings far outweigh direct bookings across the hotel industry. However, as hoteliers, we have the power to change this by implementing these few strategies. Connecting with our guests before, during, and after the stay, keeping our guest contact information current, displaying our reviews on our websites, offering benefits to our guests for booking directly, and leveraging user generated content we can increase our direct bookings exponentially. But, it always helps to have other tools in our toolkit as well. Software programs like Cendyn’s Guestfolio encourages hoteliers to send “win back” email marketing campaigns to OTA bookers, and in addition you can also send newsletters to guests to drive traffic to direct booking engines. Any way you slice it, direct bookings will help to increase your bottom line and create loyal guests, so what are you waiting for; implement some of these strategies today. 

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMSChannel ManagerHotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

The Crucial Moments That Can Make or Break Your Guest Experience

The Crucial Moments That Can Make or Break Your Guest Experience

All hoteliers will attest that managing your guests’ expectations is the most rewarding and also most challenging part of their job. After all, each guest who decides to stay at your property is expecting something special from your property; whether that’s something your website promised, something a front desk clerk mentioned or something that a former guest stated in an online review. Each guest experience is unique because each guest is unique, but how can you ensure that each guest interaction creates a positive experience? Out of all the interactions you and your staff will have with the guest throughout their stay, there are three major touch points that have the greatest impact on the guests’ satisfaction and ultimately their overall experience.

Is Your Check-In Sending the Right Message?

The check-in is possibly the most critical point of the guest experience. Guests who have never visited your property before are observing the staff, the décor, and the way the staff is handling the guests. This interaction, which is almost always the first interaction since most reservations are made online, leaves a lasting impression on your guests, so the quality of this interaction must be top notch! In most cases, your property’s check-in process is seamless, but what opinion do you think your guest forms when credit card terminals don’t function properly, or there are overbookings?

These are just a couple of examples of things that could go wrong at the time of check-in, and while it is difficult to anticipate all the issues that could arise, it is imperative to have plans in place to resolve issues quickly. By having back up plans in place, you could create positive guest experiences that leave guests feeling like they made the best choice for their stay instead of regretting their decision to stay with you.

How Does Your Staff Handle Guest Requests?

When guest requests come in, they are typically for small items, or for items that make their visit special; for example- flowers in room for an anniversary surprise, or a welcome basket for a guest that is traveling from out of the country. Obviously when a guest requests, a hotelier’s goal should always be to meet that guest’s need immediately, but how does your staff handle guest requests? To ensure that all guest requests are taken care of, you may want to consider a PMS integration that can handle guest requests like Guestfolio’s Mobile Concierge. This integration allows your staff to quickly approve or propose an alternative to your guests at the time of the request. This frees up your staff to attend to live guest requests. Guestfolio is a great way to ensure that your guest requests are managed without mistakes, creating the perfect guest experience.

How Are You Handling Live Guest Interactions?

It happens every day: As you and your staff make the rounds through the property, you encounter guests wandering about. How you and the staff interact with those guests during these interactions can have a lasting impression on them. A smile, a wave, a hello, or a quick “Are you finding everything satisfactory?’ can go a long way with a guest and potentially build a “forever guest”. In fact, it is possible that you will bump into the same guest repeatedly, so how you handle each of those interactions is crucial to creating an outstanding guest experience. When you make the most of each interaction, you ensure that the guest has the best experience possible. Even the smallest gesture could make a huge impact on future stays.

Putting it all together:

In summary we have learned that there are three main touch points in each guest experience and all are equally important to guest satisfaction. It is important that as hoteliers we are cognizant of each of these touch points and continue to make the most of them so that we can create not only the best guest experience for each of our guests, but so that we can create lifelong guests.

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMS, Channel Manager, Hotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

How to Attract Bleisure Travelers to Your Property and Keep Them Coming Back

How to Attract Bleisure Travelers to Your Property and Keep Them Coming Back

As we know in 2020, many vacations were put on hold, as travel plans were canceled amid the COVID-19 pandemic. Remote work has taken over many industries, but at a certain point, workers have gotten tired of being cooped up in their homes. As a result, the ‘bleisure’ trend, otherwise known as a workation, has only gotten stronger, with many hotels seeing long-term stays for workers simply looking for a change of scenery while staying productive. Revinate recently shared some ways that hotels can appeal to these new workationers, which include providing a reliable, comfortable working environment. With more companies transitioning to remote work, this trend is expected to keep growing in the next few years. First though, let’s go into more detail on what a ‘workation’ or ‘bleisure travel really means.

What is bleisure travel?

Just like the mullet fashion trend of the 70s the bleisure traveler is a business in the front party in the back traveler. You may be wondering, what is bleisure travel? To put it simply, bleisure travel is this: Say your guest has a business meeting Tuesday and Wednesday but they decide to extend their stay through Saturday so they can take advantage of the local scene, and possibly gain a little rest and relaxation at your property. Bleisure travelers don’t plan these vacations months in advance, nor do they meticulously itemize each activity. They just go with the flow after tending to their business.  

Regardless of how these bleisure travelers got started, the fact remains that this growing segment is on the rise with 68% of all travelers mixing business with pleasure. In fact, an article in Travel Agent Central stated that in 2018, 90% of millennials engaged in bleisure travel, compared to 81% of generation Xers, and 80% of Baby Boomers. The reason cited most amongst all age groups for these extended trips was to achieve a better work-life balance.

As hoteliers, it is important to recognize the features bleisure travelers are gravitating towards so that the bleisure segment can continue to grow. Let’s look at a few ways you can encourage your bleisure travelers to extend their stays.  

Business Center:

This probably goes without saying, but how many times have you had a business traveler ask for the closest FedEx/Kinkos location? How often do you have guests pre-ship business materials to your property for onsite meetings? Installing a business center for quick copies, or short email correspondence could go a long way with your guests. Think about it; your property could be considered a mecca for business meetings creating an entirely different type of guest with this one small addition.  

Travel Apps:

Bleisure travelers use on average 3.1 travel apps when traveling for business. Millennials, Generation Xers and Baby Boomers all choose travel brands based on the technology they use, so it is important when deciding on technology for your property to keep this in mind. Should you offer RFID bracelets for your Key lock system? What about chatbots on your booking engine for commonly asked questions? Both are features that could attract bleisure travelers.  

Personalization:

Personalization at the guest level could be a broad category. However, it could be as simple as a smart hotel feature; where your guests could control their temperature or television from their smart phone. Hoteliers often think that these features are costly, but when it comes to pricing your guests’ satisfaction and loyalty, is it possible to put a price on that? 

Targeted Promotions:

When creating rate codes, consider adding a targeted rate code specifically for bleisure travelers. In creating this rate code hoteliers could allow business travelers to take advantage of a special discounted rate for tacking a few days on to their business travel. This strategy not only allows bleisure travelers to experience additional sights and activities around the property, but it boosts your revenue and occupancy.  

Wrapping Up:

Across all generations bleisure travelers are significantly more likely to be satisfied with their quality of life and their work/life balance while they’re on the road than non-bleisure travelers. So, when adding conveniences to grow your property’s bleisure traveler segment, look for things that are unique to your area and property, but ultimately create the most relaxing environment for your guests.

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMSChannel ManagerHotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.

Call us today at 1.813.288.4900, or email us at sales@innquest.com. We will be happy to walk you through innQuest’s solutions.

Five reasons why a cloud-based PMS is a great investment

Five reasons why a cloud-based PMS is a great investment

The adage “you get out what you put in” couldn’t be more accurate in for hoteliers. In fact, a shift is happening in the hotel industry as hoteliers are quickly making cloud-based PMS systems their top choice. Typically, a cloud-based PMS system is the first choice for new hoteliers. However, small boutique hotels, medium sized properties and large full-service properties are coming to realize the benefits of investing in a cloud PMS.

Easy access is key

Do you often find yourself wondering what’s happening at the property when you get called away to an emergency? The cloud allows you to check on the property from wherever you are. Change rates, updating OTA availability, or checking on your favorites guests to ensure they’ve arrived safely are all possible with a cloud-based PMS. With the ‘working from home’ trend having emerged in 2020, moving to the cloud will help you stay connected and remain productive even if they’re not at the actual property.

Improved data security and reduced PCI burden

A cloud-based PMS allows you to protect your data while reducing your PCI exposure. Hoteliers are concerned these days with all the PCI acronyms. Phrases like PA-DSS/PCI compliance and certification can be scary, but with the cloud you can be sure that you have increased security and reduced PCI audit scope.  In fact, moving your PMS to a cloud-based system ensures the integrity of the database and reduces security breaches.

Compatibility issues are a thing of the past

When you have a cloud-based PMS, there is no longer a concern about what computers are compatible. All updates to cloud-based applications are done by Developers directly in the software.  This means that regardless of the device your staff members use to access the PMS software, they’re good to go! Desktop computers, laptops, or tablets; if there’s an Internet connection, the hardware will work.

Deployment is easy peasy

In regular on-premise PMS installations, it could easily take a month to go live. However, when your property elects the cloud, deployment for your property is a much quicker process. Your property can be up and running in a few days. Quicker and easier deployment times mean that you and your staff have more time to learn the software to better assist your guests.

Operational Expense versus capital expense

One thing is for certain; hoteliers, and IT professionals have only two options when it comes to software purchases. They can purchase the software outright (considered a capital expense), or they can obtain the software on a subscription (considered an operational expense). Cloud-based PMS systems are typically software as a service (or SaaS for short) that require only minimal monthly subscription payments. In addition, a cloud-based PMS only bills for the pieces used. Expenses are therefore scalable and capital budgets aren’t exhausted early in the year.

Final thought

In short, if you’re not using a cloud-based PMS to run your property, you could be saving a lot more than you think.  If you’ve been debating on whether a cloud-based PMS system is right for your property, contact our Sales Team today for your property evaluation.

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InnQuest Software is a leading technology provider for the hospitality industry. For over 25 years, innQuest has combined hotelier experience with innovative technology to deliver an all-in-one solution that empowers hotels to attract guests, drive customer loyalty, and increase profits. Our flagship property management software, roomMaster, helps manage over 5,500 properties across 100 countries. InnQuest develops scalable solutions ranging from a Hotel PMS, Cloud PMS, Channel Manager, Hotel CRM and helps properties enable guests to Book Direct. We believe that everyone deserves a great guest experience, whether they’re staying at a small B&B, a thousand-room resort, or anywhere in between.