Concierge services can enhance the guest experience, generate additional revenue, and build loyalty for your hospitality business. But how can you market your concierge services to guests before they arrive, and entice them to use them during their stay? Here are some tips to help you create a successful pre-arrival concierge marketing strategy.
The first step to market your concierge services effectively is to know your guests and their preferences, needs, and expectations. You can use various sources of data, such as booking information, guest profiles, feedback surveys, and social media, to segment your guests and tailor your concierge offerings accordingly. For example, you can target business travelers with transportation and meeting arrangements, leisure travelers with sightseeing and dining recommendations, and families with kid-friendly activities and amenities.
Knowing you guest is important, exceeding guest experience is key you can do that by getting guest information prior. You can use previous guest stay experience. Guest profile etc.
Some strategies to market concierge services before guest's arrival: -Personalized pre-arrival emails -Utilize social media platforms to showcase your concierge services -Virtual concierge app - developing an app or integrate to existing apps where guests can access concierge services before their arrival
The next step is to communicate your value proposition clearly and persuasively to your guests before they arrive. You can use different channels, such as email, text, phone, or app, to reach out to your guests and inform them about your concierge services and how they can benefit from them. For example, you can highlight the convenience, personalization, and exclusivity of your concierge services, and showcase the positive reviews and testimonials from previous guests who used them.
The third step is to create incentives and urgency for your guests to book your concierge services before they arrive. You can use different tactics, such as discounts, packages, loyalty points, or limited availability, to motivate your guests to act fast and secure their desired concierge services. For example, you can offer a 10% off coupon for guests who book your concierge services within 24 hours of receiving your email, or a free upgrade for guests who book a certain number of concierge services in advance.
The fourth step is to provide easy and flexible booking options for your guests to reserve your concierge services before they arrive. You can use different tools, such as online forms, chatbots, or mobile apps, to enable your guests to book your concierge services anytime and anywhere, and to modify or cancel their bookings if needed. For example, you can create a simple and user-friendly online form that allows your guests to select their preferred concierge services, dates, and times, and to pay securely online.
The fifth step is to follow up and confirm with your guests after they book your concierge services before they arrive. You can use different methods, such as email, text, or phone, to confirm their bookings, thank them for their interest, and remind them of the details and benefits of their concierge services. For example, you can send a confirmation email that includes the booking confirmation number, the concierge contact information, and the cancellation policy.
The final step is to deliver on your promises and provide excellent concierge services to your guests when they arrive. You can use different strategies, such as greeting your guests by name, anticipating their needs, exceeding their expectations, and asking for feedback, to ensure that your guests are satisfied with your concierge services and that they will use them again and recommend them to others. For example, you can surprise your guests with a complimentary bottle of wine, a personalized itinerary, or a thank you note.