2 Way Guest Engagement by Clock Software
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Transcript of 2 Way Guest Engagement by Clock Software
The next big mission of hotel software:
2-way guestengagementByClock Software
This workshop is aboutBecoming a super earner by becoming
a guest engagement super-star
It’s about maximising the yield from the bookings you’ve already attracted by
ü Maximising bookingvaluethroughroomupgradesandextraservices
ü Minimising theriskofbookingcancellationsü Impressingguestsandbuildingloyaltyandfoundation
forretention
… before guests arrive and even after they depart!
But also, it’s abouthow to make guest engagement
reeeeealy easy.
Time in days between booking and stay
2/3ofallbookingsarebookedmorethan30daysinadvance
<11%ofallbookingsarebookedlessthan30daysinadvance
… and average stay
≈20 DAYSaverageleadtimefrombookingtoarrival
1.5averagestay
… the average stay is more than 10 times shorter than the average lead time.
What?
The moment when a hotelier realises (s)hedoesn’t engage with guests during 90%
of their journey!
That’s even stranger given the huge number ofcancellations of bookings not paid in advance.
WEB
BOOKING
EXPEDIA
JAN-16 FEB-16 MAR-16 APR-16 AVERAGE
20% 16% 20% 21% 19%
40% 39% 39% 36% 39%
23% 28% 27% 24% 25%
Source:MiraiAnalysing:CancellationonBooking.com:104%morethanonthehotelwebsite.Expedia,31%more
And still so many hoteliers don’t engage withtheir guests prior to the arrival!
Post-departureStayPre-arrival
20days
Personalised service? Look at the touch points
Now
Could be
2-way guest engagement
Great stay. Feels just like home! Will definitely visit again :)
But how easy?
… the PMS is the only system that captures the entire information, necessary to engage with guests and makes the process seamless and automated
So here is the message:
Better guest engagementthroughout journey =
better bottom line
Become a guest Engagement
SUPERSTAR
üMorerevenuefromextraservicesü Lessriskofcancellationsü Betterguestexperienceandretention
Come see all that @ clock-software.com