10 key points that hotels need to pay attention to to allow poor travelers to repurchase many times!
Tourism has low and high seasons, but business travel is often evergreen.
Compared with leisure travelers, business travelers are more likely to repurchase and become loyal fans of hotels because of their high-quality experience because of their work. Today, we will take stock of 10 details that business travelers value to help hotels win these high-quality guests.
01
Let TA see you at a glance
How to stand out from the crowd
The hotel needs to know what content your business travel customers pay attention to, and then optimize the information display on the OTA platform. Perfect and accurate hotel information, high-definition and exquisite, three-dimensional short videos are all ways for hotels to present themselves. This is very important for business travelers who book this hotel for the first time.
For example, if a hotel is close to an industrial park, the hotel can include the industrial park in its store name and other information, so that when these guests are choosing a hotel, the possibility of picking your hotel will be greatly improved.
02
seek for efficiency
Minimize waiting times for guests
For poor travelers where efficiency is king, improving service efficiency can greatly improve their staying experience.
advance room
Inquire about the arrival time of the guests in advance, prepare the room before they arrive at the store, and quickly register the identity information after the guests arrive at the store to reduce their waiting time. When arranging rooms, you can choose to arrange a room closer to the room to reduce the interference caused by elevator noise.
open flash
Guests who choose to stay in the store do not need to wait. They can quickly check out and leave the store directly by handing in the card, eliminating the need for ward rounds and improving service efficiency.
Billing in advance
Bad travelers generally need to be reimbursed by the company. The hotel can ask the guest for billing information when checking in, and issue the invoice in the relatively free time such as the early morning, and hand it over to the guest directly when checking out the next day.
03
Transportation
provide travel support
Travelers are very likely to arrive late or very early, when public transportation is out of service, which is very unfriendly to them. If a hotel can provide connections to transportation hubs (such as train stations, airports, bus stations, etc.), it may set the hotel apart from its competitors.
04
flexible policy
Reduce customer worries
Cancellation Policy
The hotel can choose a more flexible cancellation policy to facilitate this part of the guests to choose, it is recommended that the hotel use the “step cancellation” policy, on the one hand, it can reduce the probability of guests’ orders, and on the other hand, it is also convenient for poor travelers to adjust flexibly according to their own needs.
Check out
Because the itinerary revolves around work, poor travelers may choose to check in early or check out late. For late check-out, some hotels will waive the extra time room fee for guests who do not have a lot of time out. Priority will be given to room arrangements for early arrivals. If you cannot support late check-out or early check-in, you need to explain the reason to the guest and provide them with other services such as luggage storage instead.
05
Room type upgrade
Create subsequent value-added possibilities
Poor travelers are not very sensitive to room prices and have high requirements for quality of stay, so they can upgrade the room type for these guests who are new to the hotel. Book higher-priced rooms and boost your hotel’s bottom line.
The hotel also needs to inform the guests of the consideration, so as to avoid misunderstanding when the guest cannot upgrade the room type for the guest next time, such as: “Because you are staying in our hotel for the first time, we have provided you with a room type upgrade, looking forward to your better If you like it, you can book this room next time.”
06
Itinerary planning
Be the guest’s personal assistant
→ Before arriving at the store
After receiving the customer’s order, you can contact the customer through Ctrip IM to confirm the order information, and at the same time inform the customer of the local weather and traffic conditions.
→At the time of check-in
Inform the guests of the surrounding business conditions of the hotel, including nearby large shopping malls, cafes, restaurants, etc., so that tourists can make choices when receiving them.
→After check-in
Provide necessary support for its business work, such as faxing, printing, sending and receiving documents/courier, etc.;
→When leaving the store
According to the situation, the hotel can cooperate with car rental companies to provide guests with car-hailing services to meet their departure needs.
07
Room Facilities
Allow guests to rest well after work
Poor travelers have relatively high requirements for the quality of room equipment. The hotel can provide these poor travelers with a good experience in the following aspects:
network
Business travelers may need to work at any time, so they have high requirements for network signals, including mobile phone communication signals, Wi-Fi signals, etc.;
Mattress
When you return to the hotel after a hard day’s work, a good mattress can improve the quality of sleep, and you can quickly gain popularity;
Soundproofing
Pay attention to the sound insulation effect of walls, doors and windows to reduce noise interference with their work and rest;
Coat hanger
Business travelers often wear formal clothes, which need to be taken off before going to bed at night. The hotel needs to ensure that there are enough hangers in the guest rooms for guests to hang clothes. The hangers should choose the ones with larger contact surface as much as possible to reduce the wrinkles on the shoulders of the clothes.
desk lamp
Generally, the light in the guest room is warm, which is not conducive to the work of the guests in the room. Adding a good desk lamp can well solve their needs.
08
Room Service
Care in the details
For business travelers who have been stationed locally for a long time, if the hotel’s room service can provide convenience for them, they will be easily attracted by the hotel.
late night snacks
For these desperate Saburos/girls, they often need to stay up late to make plans. If the hotel can provide them with some food, when they work overtime until late at night, they will have something to eat. Such a move can be imagined.
laundry service
For hotels with laundry rooms, laundry services can be provided after asking guests about their needs, and ironing services can be provided in the package; for hotels without laundry rooms, laundry detergents, hangers, etc. can also be provided for guests. The hotel can also cooperate with a nearby laundromat to help contact the laundromat to pick up and deliver clothes when guests need it.
shoe shine service
The shoes of business travelers are also their faces. Some hotel room attendants will provide shoe-shining services, and hotels can also choose shoe-shining machines for self-service use by guests.
09
sense of technology
Add innovative elements to the hotel
Artificial intelligence technology is being adopted by more and more hotels, and business travelers are also looking forward to seeing the latest technology in hotels and looking forward to discovering new business opportunities. Robot housekeepers, smart toilets, smart door locks and other products can already be seen in many hotels, and in recent years, voice-activated lighting, curtains, etc. have also added a lot of innovative elements to many hotels.
10
health management
Take care of your guests
Travelers who are away all year round often don’t have much time to manage their health. Some high-end hotels are adopting a new technology that embeds technology tools in the bed, connecting to a system that helps guests measure their heartbeat, physical signs and even emotions. Combined with data analysis, the hotel can provide guests with fitness, spa, massage and other services.
However, for small and medium-sized hotels, if they are unable to support such high equipment costs, they can make up for it through some soft services by observing the guests, such as preparing masks for guests in sandy and dusty weather, and seeing guests suffer from colds and colds. It prepares ginger soup and presents wolfberry tea bags for the eyesight.