So your boss just bought Guestfolio Now what?

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2 So your boss just bought Guestfolio Now what? 2

3 360º CRM Guestfolio is a Guest Management System that will automate all of your digital guest communications including pre and post-stay s, guest surveys, mobile concierge and a powerful newsletter campaign tool. 3

4 Our Process Now that your hotel has signed on with Guestfolio our team will guide you through the various steps required to build your automated communications. Your Account Manager will contact you shortly. 4

5 What you ll be required to do Read through this overview guide and pass it along to anyone from your team who will be involved with the process. Assign a staff member to be the lead on this project. Typically it is a front office manager, GM or revenue manager. Or maybe it s you! Review and complete our homework (your account manager will send you instructions). The homework outlines our content recommendations and asks for your guidance in supplying the information we need to build it. 5

6 ...More to do Review your account when we send you the first proofs and consolidate all comments for your account manager. Work with your account manager in a proofing and review cycle until you are completely satisfied with the content. For most PMS interfaces we will require you to proof the guest data we import from your system and sign a document to verify that the information is being received as expected. 6

7 How Guestfolio works Contrary to the name, Guestfolio is more than just a ledger of purchases. It is a 360º solution to monitoring your guest interactions and interests at your hotel. 7

8 How Guestfolio works Guestfolio connects with your hotel PMS and then triggers an automated communication cycle that begins with the confirmation all the way to a Bringback that invites the guest to stay with you again. Everything is captured and reported back to your key team members. 8

9 Step 1 - Automated s With your subscription to Guestfolio we supply you with 4 pre-built automated s. You are welcome to change the messaging and frequency of these messages or add new ones (cost involved). 9

10 Step 1 - Automated s Confirmation Typically delivered within the hour of a guest reservation hitting your hotel PMS. It can include a room photo, description, room upgrade prompts, reservation details and even specific messages based on rate code, market segment, or country of origin. 10

11 Step 1 - Automated s Pre-arrival Typically delivered to your inbound guest 5-7 days before arrival. Usually used to remind the guest of their reservation and includes a link to their Mobile Concierge for last minute restaurant, transportation or activity bookings. 11

12 Step 1 - Automated s Thank you Typically delivered to your guest 3 days after departure. This includes a link to your hotel guest survey. 12

13 Step 1 - Automated s BringBack Unique to Guestfolio, this is designed to entice your past guests to stay with you again and to book directly to get the best rate. The goal of this is channel shifting away from the costly OTA s. These s should include links to your booking website with either unique codes or landing links. 13

14 Other s Our homework document describes our best practices for what to say and what to display to your guests. You are welcome to modify it as you wish. We also provide automated cancellation s (triggered on cancellation of a reservation) and update s (triggered when changes are made to reservation details). These are not typically part of your contract but can be added for a fee. Your account manager can provide you with more information 14

15 Step 2 - Mobile Concierge Following a link from your new confirmation or pre-arrival , your guest can browse a personalized web-based Mobile Concierge, which is a guide to your hotel and local area. 15

16 Step 2 - Mobile Concierge The idea behind the Mobile Concierge is to answer all of the travel and stay related questions your guests have, and generate leads for extra revenue. It s a great way for you to upsell hotel amenities such as minibar, spa, restaurant, transportation and any other unique services you supply. Hotels use this platform to promote vendor offerings for excursions and activities as well. 16

17 Step 2 - Mobile Concierge Guests that click on an link browse the Mobile Concierge an average of 6 times before arrival, giving you lots of opportunity to upsell to them. Your account manager will work with you on what to display. For each listing, guests can choose to submit a booking request to the hotel. All requests generated through the Mobile Concierge are directed to the appropriate address at your hotel for handling according to your regular process. 17

18 Step 2 - Mobile Concierge The Mobile Concierge is web-based and displays your content dynamically depending on the device your guest is using to browse, including smart phone, tablet, laptop or personal computer. For this reason we are quite specific in our requirements for images and layout. Now you ve got an App for your hotel - exciting! 18

19 Step 3 - Hotel Survey Following the cycle of a reservation, your hotel should send a thank-you note to your guests, encouraging them to submit their comments regarding their recent stay. Our survey homework document illustrates our best practices for what to ask but you are welcome to modify it as you wish. Upon completion of the survey, the score is instantly calculated and if the satisfaction rating meets a goal percentage (specified by you), the guest will be prompted to post a review on Tripadvisor. 19

20 Step 4 - Newsletters You re doing great, only one more item to cover Newsletters Guestfolio is a powerful newsletter service as well. With all of the data you ve captured on your guests you can now use those learnings to build targeted campaigns to promote offers and invite them to stay with you again and again. 20

21 Step 4 - Newsletters Your account manager will work with you on the functionality of the Newsletter application but you need to consider what your hotel template will look like. Choose from our pre-built, mobile ready templates, hire us to manage your campaigns, or outsource the design and upload the HTML code provided by your agency. 21

22 Now you re ready So that covers the basics of Guestfolio and what you need to know before you get started. More information on our service can be found at 22