guestretain hotel infopack sm

8/12/2019 GuestRetain Hotel InfoPack Sm

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Bosque de Ciruelos 180, Planta Principal, Bosques de las Lomas, 11700, Mexico, D.F.



Send Positive Reviews To All Social Review SitesProblem: There are too many social review sites for my hotel staff and

me to keep up with. It would be a full time job just trying to keep up

with the changes and the reviews being posted.

Solution: Send every guest that registers at your hotel to a rotating list

of social review sites that are important for your hotel’s business.

Reach the right customer, with the right message, at the right time, using ourcustomized and segmented communications approach:

• Send a “welcome” email immediately after guest purchase to capture their attention

and begin the relationship on good standing.

• Further endear yourself to your guests by sending a timely reminder email with tips onevents in the area, inside the hotel, what to bring, and other suggestions for travelingto your area.

• Stop worrying about the social review sites and what people are saying about yourhotel online. We will facilitate where you send guests for reviews.

• With GuestRetain, rotating through a list of ten different social review sites can bedone with a simple click. So, ease your mind as we send your guests to the socialreview sites that matter most to your hotel.

Online Reputation Management

“Dashboard” management:

Gemm's GuestRetain allows you to monitor all of your guest reviews easily from a single

dashboard . When guests leave a review, the dashboard will deliver that review so youcan quickly and easily batch the responses that very same day.

Mitigate Negative Reviews:



While negative reviews are inevitable, they are perceived even worse if they are notaccompanied by a response. Managing these responses throughout all of the variousreview sites is a manual and hugely time consuming process.

Online reviews are selling tools to potential customers, and timely responses prove youcare and are committed to providing the best possible service. Gemm's GuestRetain willmanage this entire process for you.

Enhance your image and build your reputation by targeting your most

supportive customers. Proactively reach out to them and, via our targeted

and tracked automated emails, assist them in spreading the positive news

about your brand.

Benefits of

Problem: Are you still dealing with paper surveys filled out at your

hotel, or sending cold, unqualified emails, or even worse, not surveyingat all?

Enhance your image and build your reputation by targeting your mostsupportive customers. Proactively reach out to them and, via our targeted and

tracked automated emails, assist them in spreading the positive news about yourbrand.

II AUTO-SURVEY



Solution: Send your guests “warm surveys” after

you’ve already opened a dialogue, that they’ll behappy to fill out, bringing up your property to the top

of the social review sites.

Automated Guest Surveys

• Leverage the relationship you already have with your guest by sending a “warm”survey - keeping it short, simple and easy to complete.

• Customize questions to focus on things that matter to your guests and,

therefore, to your hotel.

• Use survey information to pre-populate reviews, ensuring a higher degree offollow-through.

• Utilize positive feedback to gently push the guest into recording a great TripAdvisor review (of which research shows to improve your chances by 76% --known as the philosophy of “commitment and consistency”).

• Immediate feedback from guests enables you to respond in real time.

• Reports provided to help you track guest surveys and reviews.



Importance of Travel and Social Review Sites:

Research shows the following about travel social and review sites:• 76% percent said they share travel experiences via social networks.• 42% use social channels for travel planning.• 64% most often refer to a travel research sites, such as Trip Advisor, for travel

inspiration.

III GUEST RETENTION



A Proactive Approach

Problem: “I used to be number 1 on the list and now I’m number 21, andthis is absolutely killing my business. All I can do is hire someone to help me

stay on top of all of this…it’s too much!”

Solution: Automate your surveys so that every guest receives one.

Those with positive reviews will be “gently steered” to remit same to

Trip Advisor, while negative reviews are sent an apology asking forcomments, and are then escalated to the appropriate manager to take

the necessary steps to resolve the complaint….and ensuring an

increase in guest satisfaction!

Results of Customer Survey Beta Test:

Emails sent to guests – 400 Emails opened – 40 (10% of total sent) Positive responses – 30 (75% of opened) Negative responses – 10 (25% of opened)

Number of guests that remitted positive responses to Trip Advisor – 21(5.25% of the total emails sent; 52% of the total opened; 70% of the positive responses)

Mitigate Negative Reviews:

Distance yourself from your competitors and stop relying on the one thing they do toincrease occupancy rates: lower room rates. This is a road to nowhere.



Take a proactive approach to guest retention. Focus on the guests that have stayed withyou and keep them coming back time and again with well designed and managedautomated correspondences.

Staying in touch with your previous guests

Problem: “I’ve got a huge list of guests that stayed at one of our properties, and I don’t reach out to them at all, even though I have thought

about doing so.”

Solution: Easily segment your lists and send them targeted emails in

order to get them to return. Maintain personal, ongoing contact with

them by sending monthly updates.

Easy & Extremely Effective:

In 2005, the Guinness World Book of Records listed the GreatestSalesman ever, a car dealer, who averaged 6 new car sales per day.The competition averaged less than 6 per month! How was he ableto do this? He proactively communicated with his customers bysending them each 1 piece of mail/email each month. And, in doingso, he was in those customer's minds 12 times each year. Theyremembered him, talked about him, and kept coming back.GuestRetain will do the same for you.

Email Template:

• You can easily manage the correspondences with your guests using our emailtemplate, customized for your hotel.

• Gemm's automated process will ensure that our market knowledge works for you.

• Our marketing tips and strategies insure higher open rates.

Money Back GuaranteeWe will guarantee positive results. If you do not see significant improvement in

your reviews within 60 days, we will refund 100% of your money!

guestretain hotel infopack sm

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