Just a few examples include:
- Either calling or emailing each guest with a personalized message after booking, rather than a generic automated email, asking for preference requests. This personal touch can make an important difference. Automated personalized guest communication is also a possibility, but requires a capable CRM system to be in place along with efforts of the staff to carefully gather and record valuable guest information.
- Making an even better first impression by asking what the guest’s favorite drink is upon check-in, which can then be delivered to their room as a complimentary welcome gift.
- Introducing an extra moment of appreciation, Sending a staff member to the guest’s room, or following up a different moment after check-in to see if everything is to their liking.
Training all client-facing employees, including front desk, food and drink staff, and activity sales employees in upselling and cross-selling is another way to drive customer engagement as well as revenue. It is a relatively inexpensive investment that can produce high ROI. Importantly though, employees should be well-versed in upselling or cross-selling to enhance the customer experience with personalized offerings without veering into pushy territory, which can have the opposite effect.
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