Guest Engagement Strategy (GEST)

Guest Engagement Strategy

Guest Engagement Strategy (GEST) is the framework built into every website we deliver.

Imagine a beautiful hotel with no front desk: guests would be confused, frustrated and quick to leave a poor review. A website without a guest engagement strategy feels the same. GEST guides, supports and appreciates your guests at every stage, from the moment they book until long after checkout. Because we were hoteliers first and web developers second, and because we have owned and run properties ourselves, we build these touchpoints straight into your website and apps rather than bolting them on later, and it shows in your reviews and your direct bookings. Here are three GEST elements every hotel, motel or accommodation provider should prioritise:

Personalised Booking Confirmations: Start the guest experience right with personalised booking emails and SMS that confirm essential details and set expectations before arrival.
Mid-Stay Check-Ins: Show guests you care by checking in with them during their stay, giving them a chance to share feedback before it’s too late to fix.
Post-Checkout Follow-Ups: Stay connected with guests after they leave with thank-you messages and review invitations, opening the door for return visits and glowing reviews.
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Pre-Arrival On-Stay Post-stay

Pre-Arrival Engagement - From the moment a guest books, the countdown to their arrival begins, and this is a critical period to build trust and excitement. Pre-arrival engagement includes sending personalized booking confirmations, welcome emails, and pre-check-in details like local recommendations and special offers. This proactive approach sets the tone for the entire stay, reassuring guests that everything is on track. It also provides an opportunity to upsell services like room upgrades, spa treatments, or dining reservations. By the time guests arrive, they already feel valued, well-informed, and ready for arrival.

On-Stay Communication - During a guest’s stay, communication is key to ensuring satisfaction and minimizing complaints. On-stay communication includes proactive mid-stay check-ins, real-time problem resolution, and 24/7 guest support via SMS, email, or mobile chat. This service allows properties to address small issues (like room temperature or missing amenities) before they become big complaints. It also shows guests that their happiness matters, which can significantly reduce the likelihood of them leaving negative reviews. With a dedicated virtual assistant managing guest communication, hotels can deliver 5-star service without overwhelming on-site staff.

Post-Stay Follow-Up - Once a guest leaves, the relationship doesn’t have to end. Post-stay follow-up includes sending thank-you emails, feedback requests, and review invitations. This crucial touchpoint helps turn a one-time guest into a loyal customer. By providing a private channel for feedback, properties can resolve issues before negative reviews are made public. Additionally, hotels can use this moment to promote special return offers, loyalty programs, or seasonal discounts, increasing the chance of repeat bookings.

Contact

  • 1300 711 000
    0411 500 700
  • info@virtualhotelier.com.au