The Power
of
Guest
Master It
Engagement and How to
Things to Consider When Implementing Your Guest Engagement Program
By Warren Dehan, President, Maestro PMS
Hoteliers know an engaged guest is a repeat guest, and often the most persuasive salesperson
a property has. Understanding how to effectively engage with guests is essential for a hotel’s
success. But, what is the best way to do this? A guest engagement program is a total
property commitment, and the initial step in establishing a successful one is planning.
First, a property must decide on the level of guest engagement it wants to accomplish.
Email has become a standard method of guest engagement, but there many operational
tools available today that take guest engagement a step further to promote a better guest
experience. Each strategy and tool requires a different level of commitment and effort from
a property’s management and staff, and each delivers different results. Here are several
examples of guest engagement tools, how properties may use them, and the level of staff
involvement required.