Guest Engagement Is…
Guest engagement stems from the marketing principle of “customer engagement”, which has been defined as the act of “creating deep connections with customers that drive purchase decisions, interaction, and participation”. When applied to the hospitality industry, the strategy asks hotels to establish a relationship with guests in order to influence their behaviors on-site.
For example, imagine a guest arrives to their hotel and receives a text message. It says their room is ready and they can skip the busy lines at check-in and relax in their room stress-free. Then, after posting a picture of the wonderful day the guest is having by the hotel pool, the hotel’s social media account “likes” and comments on their post. Finally, the guest requests towels delivered to their room, and along with a bath towel, the staff delivers a pool towel for tomorrow’s visit.
The Benefits of On-Site Guest Engagement
Referencing back to the marketing
Article source: http://www.4hoteliers.com/features/article/9989
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