What's the real value of a guest's email address?
Daylight Savings is officially here, and you know what that means? Busy season is right around the corner (AKA, “phones ringing off the hook”). Your call center is about to get really busy, really soon. And here’s a fact every hotelier knows to be true: Not every call will turn into a booking.
But you have a chance to retarget those guests and reclaim those bookings if you always capture the email addresses of prospective guests when you have them on the phone. In 2024, hoteliers in North America captured the email addresses of prospective guests over the phone 74% of the time, even when guests didn’t book with their hotel. Now, those hoteliers who prioritized email collection can easily reach back out to potential guests, reignite that touchpoint, and use their previous call data to encourage those guests to book with their hotel.?
Make sure your agents are ready to collect those emails as the weather warms and guests come calling.?
You’ll find more tips for your reservations agents in our 2025 Hospitality Benchmark Report.
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Learn how your hotel performance compares to the competition based on data from thousands of hoteliers across the globe, so that you can easily drive more revenue this year.
Numbers that matter
New Orleans definitely benefitted as its rates rode the wave of Mardi Gras, boasting the largest increases in ADR of 36.8%. Events like Mardi Gras remind hoteliers to use these gatherings to their advantage to attract guests and craft unique segments and messaging that speak to eventgoers.?
This is particularly the case when it comes to traveling, planning trips, and finding the next hotel to book. Social media is taking hold as the place travelers go to find inspiration — a signal for your hotel to get serious about your guest segments so that you know who your ideal guest is and what communication channels they frequent most.?
The reason for this preference is pretty simple: Guests are looking for convenience, and technology that can simplify the guest experience and seamlessly integrate with their stay only lends to increased guest satisfaction.
Trends that matter
While there’s no replacement for the human element of hospitality, now is the time for a reframe. Instead of depending on AI to take over your guest interactions, check out this new article to learn how AI can help you collect, uncover, and analyze data to connect with guests, streamline operations, and make your staff’s lives easier.?
Good news, hoteliers! Americans will be booking fewer trips to Europe this year, which means this is your moment to capitalize on their domestic travel. Find out what their ideal stay is like, and then personalize your messaging to convince these guests that a stay at your hotel can be just as posh. Check out the article to learn more about their ideal locales in the US.
54% of Americans feel like personalized ads are creepy, especially if their browsing history is tracked and their personal data is collected without their knowledge. On the other hand, personalized experiences generate more positive feelings and are wanted by guests. If your hotel respects guests’ data privacy and relies on first-party data collection that guests can opt in for, then you’ll avoid the whole “creepy” thing. Learn more about how Americans feel about personalized ads in this informative article.
Perspectives that matter
Data management isn’t just about managing your data — management it’s also how you action and use that data to interact with guests and teach your staff to become better marketers. Discover the 9 hotel data management trends transforming the way hoteliers are enhancing the guest experience and growing revenue.
Wouldn’t it be great if your marketing and reservations teams could work together to drive even more revenue? That’s what they’re doing at Northview Hotel Group — leveraging guest data at every touchpoint, on every channel to maximize direct bookings in a landscape dominated by OTAs. Discover how that’s driven an incredible $40M in direct revenue.
Agnelo Fernandes, CEO of Cote Hospitality, joins Karen Stephens on the Hotel Moment podcast to discuss how hotel staff culture, training, and education are more important to your bottom line than you think. Click the link above to find out how to create an environment for staff to flourish and leverage your hotel technology effectively.
Did you know missed opportunities in your voice channel cost you significant revenue? It’s time to remove the barriers for agents and guests to streamline the booking process and empower your team through performance management that drives results.
NAVIGATE is coming to Austin, Texas!
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Biomedical Engineer at Ministry of Health
2 天前Do you have office in Malaysia