The Plan
Before putting on your guest ’ s shoes , you need a plan . Work with your property staff and available guest information to determine :
1 . What attracts guests to your property ?
2 . What amenities do guests typically use ? Do different guests use different amenities ?
3 . What amenities or services do guests miss out on because they don ’ t know about them or are too late to take advantage of them ?
After considering the above questions , you can start walking in your guest ’ s shoes and ensure your property enables you to plan a stay that 1 ) takes advantage of what makes your property stand out , 2 ) provides exposure to the amenities that are relevant to you and 3 ) informs you of underused amenities that are forgotten about or missed if not booked ahead of time .
Embarking on Your Journey
Modern guests are tech-savvy and want to book their stays from your online booking engine . Your booking engine with a wellthought-out customer journey will ensure that a guest ( you ) can take advantage of everything you have to offer and increase the chance they book activities ( dinner reservations , spa appointments , activities ) with you .
Booking a room should be the first step on your booking journey . As a guest , are you :
• prompted to take advantage of any upgrades or stay enhancements ( room upgrade , tray of fruit or wine upon arrival )?
• directed to a page where you can book other services your property offers ( spa treatments , tee times , surf lessons , yoga classes )?
10 ILHA