Proposal for Enhancing Guest Inquiry Tracking with StayNTouch
As the General Manager of Cobblestone Inn & Suites, I’ve observed how important it is to track not just who stays with us, but also the guests we miss out on. Having the ability to capture details on inquiries that don't convert into bookings can provide us with valuable insights and opportunities for improvement. SkyTouch previously offered features that allowed us to do this, and I believe StayNTouch could greatly benefit from incorporating similar options.
Key Reasons for Adding These Features:
1. Identify Lost Revenue Opportunities:
By tracking inquiries—such as when a guest calls to check availability or ask about rates but doesn't book—we can better understand the reasons behind missed sales. This can include issues like room availability, price sensitivity, or specific amenity requests that aren’t being met. Knowing why guests choose not to book will help us address concerns and adjust our offerings accordingly.
2. Data-Driven Decision Making:
With detailed reports from these inquiries, we can pinpoint patterns. For instance, are certain types of rooms (like suites or lake-view rooms) in higher demand? Are we losing potential guests due to a lack of available amenities, like pet-friendly rooms or event packages? These insights will allow us to adjust pricing, room availability, or services based on actual data, leading to more informed decisions and increased bookings.
3. Improve Pricing Consistency:
One issue we frequently encounter is inconsistency in pricing, particularly when comparing direct walk-ins, online bookings, and third-party reservations. By having a system that tracks inquiries and why guests don't book, we can more easily identify pricing inconsistencies and adjust accordingly. This helps maintain transparency and fairness in pricing strategies.
4. Enhanced Customer Service and Follow-Up:
If we can log reasons why potential guests did not book, we’ll be able to follow up with them more effectively. Perhaps offering a discount, promotional rate, or simply checking back in could convert an inquiry into a booking. Automated follow-ups can even remind guests of upcoming events (like weddings or conferences) that they were originally interested in but didn't commit to.
5. Support Strategic Growth:
This system will help us understand our market better. Are most missed bookings coming from out-of-town event attendees, or local travelers looking for a quick getaway? This information can guide marketing efforts and help align our services with guest expectations, ultimately growing our reputation and revenue.
Why StayNTouch?
StayNTouch is already integrated into our operations, and adding these guest-tracking features would allow us to further streamline our efforts without needing to overhaul our system. Since it’s designed for guest management, introducing an inquiry tracking tool would be a natural extension of its current capabilities.
Conclusion:
Adding guest inquiry tracking to StayNTouch will give us the data we need to turn potential lost revenue into actual bookings. Understanding guest behavior before they even step foot in the hotel is just as valuable as the feedback we receive after their stay. This will help us improve our services, increase revenue, and ultimately provide a better guest experience.
Proposal for Enhancing Guest Inquiry Tracking with StayNTouch
As the General Manager of Cobblestone Inn & Suites, I’ve observed how important it is to track not just who stays with us, but also the guests we miss out on. Having the ability to capture details on inquiries that don't convert into bookings can provide us with valuable insights and opportunities for improvement. SkyTouch previously offered features that allowed us to do this, and I believe StayNTouch could greatly benefit from incorporating similar options.
Key Reasons for Adding These Features:
1. Identify Lost Revenue Opportunities:
By tracking inquiries—such as when a guest calls to check availability or ask about rates but doesn't book—we can better understand the reasons behind missed sales. This can include issues like room availability, price sensitivity, or specific amenity requests that aren’t being met. Knowing why guests choose not to book will help us address concerns and adjust our offerings accordingly.
2. Data-Driven Decision Making:
With detailed reports from these inquiries, we can pinpoint patterns. For instance, are certain types of rooms (like suites or lake-view rooms) in higher demand? Are we losing potential guests due to a lack of available amenities, like pet-friendly rooms or event packages? These insights will allow us to adjust pricing, room availability, or services based on actual data, leading to more informed decisions and increased bookings.
3. Improve Pricing Consistency:
One issue we frequently encounter is inconsistency in pricing, particularly when comparing direct walk-ins, online bookings, and third-party reservations. By having a system that tracks inquiries and why guests don't book, we can more easily identify pricing inconsistencies and adjust accordingly. This helps maintain transparency and fairness in pricing strategies.
4. Enhanced Customer Service and Follow-Up:
If we can log reasons why potential guests did not book, we’ll be able to follow up with them more effectively. Perhaps offering a discount, promotional rate, or simply checking back in could convert an inquiry into a booking. Automated follow-ups can even remind guests of upcoming events (like weddings or conferences) that they were originally interested in but didn't commit to.
5. Support Strategic Growth:
This system will help us understand our market better. Are most missed bookings coming from out-of-town event attendees, or local travelers looking for a quick getaway? This information can guide marketing efforts and help align our services with guest expectations, ultimately growing our reputation and revenue.
Why StayNTouch?
StayNTouch is already integrated into our operations, and adding these guest-tracking features would allow us to further streamline our efforts without needing to overhaul our system. Since it’s designed for guest management, introducing an inquiry tracking tool would be a natural extension of its current capabilities.
Conclusion:
Adding guest inquiry tracking to StayNTouch will give us the data we need to turn potential lost revenue into actual bookings. Understanding guest behavior before they even step foot in the hotel is just as valuable as the feedback we receive after their stay. This will help us improve our services, increase revenue, and ultimately provide a better guest experience.