STAAH Blog
  • Home
  • MANAGEMENT
    • The Role of a Hotel Revenue Manager:…

      Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • What Is a Hotel Booking Engine and…

      Seamless Integrations: Enhancing Hotel Operations with Advanced…

      Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

  • News
    • Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
    • Kenyan hospitality group’s smart switch to STAAH

      Bookings rise beyond expectations for boutique UK…

      The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

      BLAAH BLAAH @STAAH with Dia Mirza

      BLAAH BLAAH @STAAH with Avijit Arya and…

      BLAAH BLAAH @STAAH with Mauro Risch

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

      Pramana Experience (Indonesia)

      Merusaka Nusa Dua, Bali (Indonesia)

      Acappella Suite Hotel (Malaysia):

      From Search to Stay: Maximize your Visibility…

      STAAH Webinar: From Search to Stay: Maximize…

      STAAH Webinar: Manage Revenue Mastery: How to…

      STAAH Webinar: Manage Revenue Mastery: How to…

  • Free Demo
LATEST
The Role of a Hotel Revenue Manager: Responsibilities,...
Kenyan hospitality group’s smart switch to STAAH
What Is a Hotel Booking Engine and Why...
Bookings rise beyond expectations for boutique UK property
Seamless Integrations: Enhancing Hotel Operations with Advanced Channel...

STAAH Blog

  • Home
  • MANAGEMENT
    • The Role of a Hotel Revenue Manager:…

      Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • What Is a Hotel Booking Engine and…

      Seamless Integrations: Enhancing Hotel Operations with Advanced…

      Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

  • News
    • Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
    • Kenyan hospitality group’s smart switch to STAAH

      Bookings rise beyond expectations for boutique UK…

      The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

      BLAAH BLAAH @STAAH with Dia Mirza

      BLAAH BLAAH @STAAH with Avijit Arya and…

      BLAAH BLAAH @STAAH with Mauro Risch

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

      Pramana Experience (Indonesia)

      Merusaka Nusa Dua, Bali (Indonesia)

      Acappella Suite Hotel (Malaysia):

      From Search to Stay: Maximize your Visibility…

      STAAH Webinar: From Search to Stay: Maximize…

      STAAH Webinar: Manage Revenue Mastery: How to…

      STAAH Webinar: Manage Revenue Mastery: How to…

  • Free Demo

Want to increase your hotel’s revenue? Focus on guest experience

19 October 2022
STAAH Guest Experience 4

A positive guest experience can result in glowing online reviews, return visits, and a brand reputation that contributes to ongoing growth.

If guests enjoy their stay at your hotel, they are more likely to return and refer your hotel to others, helping you attract even more guests. With more than 83% of guests looking at recommendations from friends, family and an active online community, guest experience is critical for conversions.

So, what is guest experience?

The guest experience focuses on the relationship between your hotel and its guests. It includes every interaction or communication with your guests, whether direct or indirect, even if it doesn’t result in a booking.

From before they arrive and visit third-party sites or OTAs to look for accommodation or online reviews to your website, email communications and the actual stay – everything contributes towards guest experience.

What is Guest Experience

Clever ideas to improve guest experience

#1 Pre-arrival contact.

In the enquiry, discovery or any pre-arrival stage, guests could use your social channels, website chatbot or other channels to find out more. It is important to be consistent and punctual when dealing with these queries.

For booked guests, make email contact and send regular communications about their upcoming stay. These communications become a fantastic opportunity to upsell your services.

Make it easy for guests to reach out to you, pre, during and even post-stay – staying connected = responsiveness = great guest experience.

#2 Allow perosnalisation

Enable guests to send their preferences through in advance of their stay for a personalised experience. This closely ties in with creating a guest profile where you understand their need – do they have special dietary preferences, would they like assistance to book local experiences, etc. Allow guests to choose their rooms before they arrive.

The more you know about your guest, the better as you can even leverage this information later for marketing.

#3 Seamless booking process

STAAH Guest Experience 1

Do you leverage a business website to drive direct bookings? If so, make sure it is fully set up to provide a seamless and stress-free booking experience. Some elements you need to enable to allow this are:

  • Comprehensive and easy-to-read information about room types
  • Lots of visuals and videos
  • Promotions and rates should be easily discoverable. Incentivise them to book directly by providing value-added offers that make a booking via your website more attractive than OTAs
  • Mobile friendly
  • Safe online payment
  • Integration with your PMS and channel manager to ensure the website always reflects accurate information

Equally, for guests booking via other online channels, making sure your information, availability and rates are accurate is important to avoid overbookings that definitely leave a negative experience for guests.

#4 Smooth check-in

STAAH Guest Experience 5

This ties in closely with pre-arrival communications. Allow online check-ins and making it easy for guests to choose their rooms before they arrive. This will ensure that they never have to wait more than a few minutes at the front lobby.

A mobile app to help guests check-in can be handy not just in reducing wait time at the lobby, but manage guests’ entire stay and more opportunities to upsell services that directly increase revenue.

Blog

#5 Make guests feel special and heard

This is a no-brainer for hoteliers, who are generally geared to be always at their hospitable best. Ensuring your staff understand and imbibe this is important for a positive guest experience.

Be polite. Address guests by their names where possible. Be empathetic towards guests who may have had a long journey before getting to your hotel. Room upgrades are always a winner – without impacting your revenue, if you have better rooms available, offer them at a highly discounted rate. If guests are at your hotel for a special occasion such as a milestone birthday or anniversary, partake in their celebrations by offering something from your end. Provide local recommendations – become their guide to your destination.

If guests have a complaint, listen to them. Be responsive in addressing the issues and make sure you communicate about the measures put in place to mitigate future occurrences of the issue.

#6 Post-check-out communications

Make check-out as easy as check-in. Follow up with guests for online reviews on their stay. Guest surveys are a great way to understand your strengths and weakness and have a roadmap to improving your guest experience.

Stay in touch with your guests even after they depart. Depending on your audience segmentation and repeat visitation, you can send offers, build them into your loyalty programme or create opportunities for them to become ambassadors for their friends and family.


Got more fantastic ideas to share with the community on how to improve guest experience? Email us at marketing@staah.com. We’d love to take your ideas to our community.

Want to increase your hotel’s revenue? Focus on guest experience was last modified: March 28th, 2023 by Nashi Dasgupta

Related Articles

10 hotel trends for 2025 that you...

Ide Postingan Media Sosial yang Sedang Tren...

Hotel Technology: It Is Not As Difficult...

Should hotels demand more for their donations?

STAAH Products

Channel Manager
Booking Engine
Instantsite Website
Gift Voucher Engine
Review Minder


QUICK LINKS
  • About
  • Blog
  • News
  • Resellers
  • Careers
  • Contact Us
  • Login
  • Help Centre
  • Refer a friend, get NZ $300
PRODUCTS
  • Channel Manager
  • Booking Engine
  • ReviewMinder
  • Vouchers
  • Global Distribution Systems (GDS)
  • InstantWebsite
Solutions
  • Independent Properties
  • Group Properties
INTEGRATIONS
  • All Integrations
  • OTAs
  • PMS
  • Wholesalers
  • PG
  • GDS
  • Metasearch Engines
  • Booking Engines & Conversion Drivers
  • Upselling, CRM & Marketing Partners
  • Su API
CONTACT

Sales Enquiries:
sales@staah.com

Customer Support:
support@staah.com

Billing:
accounts@staah.com

Careers:
people@staah.com

STAAH Limited. 2025 © All Rights Reserved. | Support | Terms | Cookie Policy | Privacy Policy