Room Revenue, Relationship Management & The Technology Behind Rockliffe Hall’s Award-Winning Spa and Hotel Experience

Welcome

Welcome to Hospitality For-Cast, the For-Sight Newsletter!

We're excited to bring you issue 6 - packed with valuable insights, industry trends, and helpful tips to elevate your guest's experience and hotel marketing strategies.

In this issue we cover:

7 Creative Ways to Maximise Revenue with Fewer Rooms

The Technology Behind Rockliffe Hall’s Award-Winning Spa and Hotel Experience

Managing Customer Relationships at Scale

Whether you're a hotelier, marketer, or industry enthusiast, we've got something for everyone.

Featured Content

Running a charming boutique hotel with limited room inventory doesn't mean you can't maximise your revenue and provide extraordinary guest experiences.?

Discover 7 Clever Strategies to Boost Profitability:?

1. Embrace the Power of Data: Leverage your hotel CRM to gather guest insights and identify high-demand periods for targeted promotions.?
2. Optimise Pricing: Implement flexible pricing based on demand and seasonality to maximise revenue.?
3. Foster Direct Bookings: Encourage guests to book directly by offering exclusive perks and personalised incentives.?
4. Create Attractive Packages: Bundle rooms with value-added services to entice potential guests.?
5. Upselling and Cross-Selling: Boost revenue by suggesting upgrades and additional services tailored to guest preferences.?
6. Focus on Guest Experience: Provide exceptional service to drive positive reviews and word-of-mouth recommendations.?
7. Collaborate with Local Businesses: Partner with nearby attractions to create enticing packages showcasing your destination's best.?

With these strategies, your boutique hotel can thrive in the competitive hospitality industry.

?To read the full article, click here.

Featured Customer

Recognising the Challenge:

Rockliffe Hall was faced with the need for a Customer Relationship Management (CRM) platform that provided robust reporting, marketing automation capabilities, and the ability to integrate seamlessly with their existing systems.

Finding the Right Solution:

The hotel turned to For-Sight’s powerful CRM and Marketing Automation Solution. This provided a comprehensive tool that allowed Rockliffe Hall to leverage first-party data and create personalised marketing campaigns to drive direct bookings and increase revenue.

Seamless System Integration:

For-Sight’s CRM proved a perfect match, integrating seamlessly with Rockliffe Hall's Property Management System (OHIP by Opera), Restaurant Booking System (ResDiary), and Spa and Leisure Business Management System (Premier Software). This led to a unified and efficient flow of guest data.

Harnessing the Power of Personalisation:

Using the collected first-party data, Rockliffe Hall was able to deliver highly personalised experiences to its guests. This ranged from targeted marketing campaigns to customised pre-stay communications, leading to an increase in both revenue and customer satisfaction.

Impressive Revenue Increase:

Since starting their automated Pre-Arrival email marketing campaigns using For-Sight's Marketing Solution in May 2021, the results have been really impressive. By comparing data from before and after the implementation, Rockliffe Hall discovered some exciting outcomes.

The average room revenue increased by a remarkable 47%, and the overall revenue saw a significant 37% boost. These key metrics were made easily accessible and understandable through For-Sight's robust reporting suite.

Enhanced Pre-Stay Communication:

The hotel also achieved considerable success achieving open rates and click-to-open rates far above industry averages. This not only informed guests about their options ahead of their stay but also fostered a sense of anticipation and excitement.

Building Guest Loyalty:

The personalised guest experiences and communication led to a notable 29% return rate over the past two years. This strategy not only boosts revenue but also helps in building a loyal customer base for the hotel.

Industry Recognition:

Rockliffe Hall's innovative use of For-Sight's CRM solution led to them being shortlisted for the Cateys’ Award in The Best Use of Technology category, highlighting their commitment to technological innovation in the hospitality industry.

The case study demonstrates how tackling challenges with the right technological solutions can lead to enhanced guest satisfaction and significant business growth in the hospitality sector.

Our team of friendly experts specialise in hotel strategies. If you feel your hotel has untapped potential, schedule a call with us and discover how we can help you unlock it.?Schedule a call here.

Hotel Marketing Best Practices: Managing Customer Relationships at Scale

Managing customer relationships at scale emerges as a complex task.

It involves navigating various challenges ranging from personalised communication to efficient resource management, and more.

However, with the right strategies and tools, you can nurture these relationships effectively, leading to higher customer satisfaction and increased loyalty.

Here are 6 best practices to help manage customer relationships at scale:

Invest in CRM Systems:

• A robust Customer Relationship Management (CRM) system can help track customer interactions, preferences, and behaviours, providing valuable insights to personalise experiences and build lasting relationships.

Segment Your Audience:

• Divide your customer base into distinct segments based on criteria such as behaviour, preferences, and demographics. This allows for more personalised communication and offers.

Implement Automation:

• Utilise marketing automation tools to send personalised emails, reminders, and promotional messages. This not only saves time but ensures consistent communication with your guests.

Leverage Social Media:

• Use social media platforms to engage with your customers. Regular updates, prompt responses to queries, and handling complaints professionally can improve customer relationships.

Ask for Feedback:

• Actively seek feedback from your guests. It shows that you value their opinion and are willing to improve. Respond constructively to both positive and negative feedback.

By strategically leveraging technology, data analytics, and proactive reputation management, hoteliers can build and nurture customer relationships at scale, without compromising on the personal touch that characterises exceptional hospitality.

Bye for now

If you made it this far - thank you for your time! We hope you gained some valuable insights from this issue.

If you're ready to explore more growth opportunities for your hotel, get in touch?here?and we'll show you how our solutions can meet your specific needs.

Whether you have questions about our features, or just want to learn more about what we do, we’re here to help you out.

Warm regards,

Team For-Sight