A Guestfolio & InnQuest integration enables you to better engage, gain insight and retain guests throughout the travel cycle. By integrating every digital touch-point pre, during and post stay we help you deliver the right message at the right time – all through automation. Guestfolio plugs into roomMaster to measure your effectiveness so that you make more informed business decisions along the way.
How Guestfolio works
Guestfolio plugs into roomMaster and extracts historical guest reservation data. Your account is synchronized so that all new, updated and cancelled reservations are mirrored in Guestfolio…
…Then your guest data is merged and stored in one central cloud based platform. We work with you to set the business rules for sending messages, displaying enhancements and soliciting guest feedback…
…Guestfolio then automates your digital guest communications. All interactions, requests and profiling is maintained, tracked and reported on so you have a full 360 view of your guests.
Our Secret Sauce - Conditions
Conditions allow you to display content to any guest type at any time pre, during or post stay. It’s un-matched in the CRM industry and is what sets our service apart. It allows you to personalise your guest communications while allowing you to focus on guests – not systems.
OUR PROCESS
With thousands of clients around the world, we’ve developed a process to ensure your account is built on time with limited HR from your property.
- Your property is assigned a dedicated Account Producer who works with you directly.
- Your Account Producer does an audit of your existing digital collateral and hotel offerings.
- Our integrations specialist works with you to ensure your data is being captured correctly and determines any suppressions or special considerations that you have.
- All of your guest communications are brand-matched so everything looks and feels like it’s coming from your hotel.
Now the guest journey begins
CONFIRMATION EMAILS
Your first impression and the conversation starter
- Includes all of the required information you need to confirm a guest reservation
- Displays the guest room type photo
- Immediately immerse your guests in your branding from the first touch point along their journey with you
- Using conditions, emails support custom content based on language, family, repeat guest and more
View sample confirmation emails below.
Click the tabs to view example confirmation emails
PRE ARRIVAL EMAILS
Timely messages to guests based on profiles
- Send a pre-arrival planning note to all guests 1 month, 1 week or even days prior to their check-in
- Target guests based on room type or reason for travel (leisure, business)
View sample pre-arrival emails below.
Click the tabs to view example pre-arrival emails
MODIFICATION & CANCELLATION EMAILS
Keep your guests updated
- Keep your guests up to date with any changes to their reservation
- Control what triggers modification emails to be sent to each guest
- Let your guests know about cancellations
View sample check-in emails below.
Click the tabs to view example check-in emails
The planning continues with the Mobile Concierge
Help your guests with travel planning and up-sell your hotel services
Key benefits of the Mobile Concierge
Instantly works on all mobile devices and desktop computers. Let your guests use their own devices and eliminate App clutter.
The design and content are unique to your hotel and region. Our Producers work closely with you to ensure your brand identity is maintained.
Concierge listings can be displayed based on your roomMaster fields such as language, family or room types. Note: Limited support of multiple languages.
The itinerary gets updated with their travel requests, your hotel events and even events happening in your local market.
Get their feedback and encourage social sharing
GUEST SATISFACTION
Get their feedback before they revert to social media
- The guest satisfaction survey works on all mobile devices ensuring high completion rates and accessibility
- Determine the timing for the survey based on your guests’ needs
- Ask any type of questions and present dependency questions based on user input
- Informative reporting and time saving templates for quick guest responses
TRIPADVISOR INTEGRATION
Allow guests to seamlessly post to TripAdvisor and other online review portals
- Upon completion of the survey, the guest is prompted to post to TripAdvisor in the same window
- No login or registration from the guest is required
- The email associated with the reservation is used as a username to post to TripAdvisor
- All reviews are posted on the TripAdvisor website as well as to the Guestfolio Dashboard
- Informative reporting for quick responses
View sample TripAdvisor reviews from Guestfolio below.
Click the tab to view example TripAdvisor reviews from Guestfolio
Invite your guests to book direct
AUTOMATED BRINGBACK CAMPAIGN
Targeted automated emails that reach out to guests only if they don’t have a future reservation
- Modify and build unlimited automated emails with an easy to use interface
- Invite OTA guests to book direct with you next time
- Target guests by region to invite them back again next month or in 3 months
- Automatically invite corporate guests to book a leisure stay this season
View sample BringBack examples below.
Click the tabs to view example BringBack examples
EMAIL MARKETING
Build and monitor your newsletter campaigns
- One platform to manage your data, campaigns, graphics and reporting
- Always up-to-date, no more export and upload each time
- Build a ‘list’ once and watch it update with every new reservation
- Choose from multiple templates in our email builder, Studio, to create beautiful, branded, mobile-friendly emails in minutes
Newsletter campaign features unique to Guestfolio
What sets us apart – no more monkey business
Real time integration with roomMaster ensures that your guest data is merged and always up to date.
Choose from our pre-built and tested mobile ready newsletter templates. Add your branding and hit send.
Real time ROI reporting shows you exactly which guests received your campaign AND booked a stay with you. It’s data you’ve never seen before.
Best in class. We’ve developed our newsletter editor from the ground up for hoteliers.
Examples of what our clients are sending
Know your guests with guest profiles
Up to date reservation data – past, present and future at your fingertips
Access guests’ social profiles and learn more about their interests and reasons for travel
Track guest engagement through guest feedback, email delivery and up-sell requests
Send targeted marketing campaigns based on your guests’ interests
Why Guestfolio?
Performance measured on 500 hotels and 1,500,000 total emails delivered monthly to guests over 365 days
NEARLY 3 OF EVERY 10 GUESTS VIEW A ROOM UPGRADE OFFER
NEARLY 6 OF EVERY 10 GUESTS VIEW THE MOBILE CONCIERGE
3 OF 100 BRINGBACK EMAILS SENT CONVERT A GUEST TO BOOK DIRECT
Resulting in
OTA commission saved each month (based on 1,000 reservations)
What we deliver
1. Merge and protect your guest data
2. Increase TripAdvisor reviews
3. Automate your guest engagement and marketing
4. Increase guest spend per stay
5. Mobile ready
6. Cloud based dashboard for reporting and monitoring
What's Unique
1. Integrated solution means your data is stored in one place and all guest communications are managed and monitored
2. Guestfolio continuously adds profile information to your guest profiles such as interests, clicks, requests, social media accounts and guest photos
3. World’s Leading Hotel CRM Technology Provider 2014
What's Included
1. Training and support is always free
2. New software upgrades are added at no cost for the life of your contract
3. Industry best practices. You benefit from input from other hoteliers
4. No commission for room upgrade and Mobile Concierge requests
Everything at your finger tips - in real time
If you're not having a conversation with the guest,
the OTAs are
Start a conversation
Let’s chat about how you can improve your emails and overall guest engagement with the Guestfolio integration for roomMaster.