Have you met your quarterly sales goal yet?

There’s still time to do so!  A total of 6 qualified leads are required each quarter.

Qualified Lead Reminder:

*A qualified lead needs to have at least the company name, contact name and phone number.  Any additional information will be appreciated, such as address, reason they are in the area, name of person who handles travel, where they travel, etc.   You should have a conversation with, or some type of exchange with the potential new client, inquiring about their lodging needs. 

Shout out to Terry Fitch at our St. Clairsville, OH Red Roof!   Terry has his staff helping with the legwork.  Housekeepers and maintenance are making an effort by taking pictures of company trucks and even company sweatshirts in the guest rooms that they come across during their housekeeping duties!  Do your employees help you with finding leads?  Empower them to do so!  

Email Best Practices: Protecting Sensitive Information

Effective email communication is essential in our daily operations, but it’s equally important to follow best practices to protect sensitive information and maintain compliance with PCI (Payment Card Industry) and PII (Personally Identifiable Information) standards.

Avoid Using Names in the Subject Line

When sending emails, do not include anyone’s name in the subject line. This helps protect privacy and ensures that sensitive details are not immediately visible. Instead, use general descriptors or relevant topics while keeping the subject concise and professional.

Encrypt Emails Containing Personal Information

If you need to send an email that contains personal or sensitive information, it must be encrypted to comply with PCI/PII requirements. Since we use Outlook, follow these steps to encrypt your message:

For Outlook Desktop App:

1. Compose a new email as you normally would.

2. Click on the Options tab.

3. Select Encrypt and choose “Encrypt-Only” or “Do Not Forward” depending on your security needs.

4. Complete your email and send it.

For Outlook on the Web (OWA):

1. Start a new email.

2. At the bottom of the message, click on the “...” (More options) button.

3. Select Encrypt and choose the appropriate encryption setting.

4. Send your email securely.

By following these simple steps, we can ensure that sensitive information is properly protected and that our company remains compliant with industry standards. Thank you for your attention to these best practices!

Mastering Guest Messaging on Expedia & Booking.com: Best Practices for GMs

With more travelers relying on Expedia and Booking.com to communicate before, during, and after their stay, General Managers must ensure their teams are effectively managing guest messages. Quick, professional responses not only improve guest satisfaction but also impact a property’s ranking and review scores. Here’s how to optimize guest messaging on these platforms.

1. The Importance of Quick and Effective Responses

Both Expedia and Booking.com prioritize properties with fast response times, which can enhance visibility in search results. Responding within minutes (rather than hours) can improve conversion rates and guest experience. Consider:

• Setting up alerts to notify staff of new messages.

• Assigning dedicated team members to handle guest inquiries.

• Using response time tracking to identify delays and improve efficiency.

2. Creating Templates for Common Guest Questions

Guests often ask similar questions before their stay. Instead of crafting responses from scratch each time, customizable message templates can save time while ensuring consistency. Some common templates include:

• Booking Confirmation & Welcome Message: “Thank you for choosing [Hotel Name]! We’re excited to host you. Let us know if you have any special requests before your arrival.”

• Early Check-In or Late Check-Out Requests: “We’ll do our best to accommodate your request! Early check-in/late check-out is based on availability, and additional fees may apply.”

• Parking & Transportation Details: “Parking is available for [fee/free]. The nearest airport shuttle is [details] and rideshare/taxi services are also an option.”

• Cancellation and Modification Policies: “Your reservation is subject to the cancellation policy of [Hotel Name]. Please check your booking details or contact us for assistance.”

3. Customizing Responses for Pre-Arrival and Post-Stay Engagement

Both Expedia and Booking.com allow automated messaging, but it’s important to personalize these interactions.

• Pre-Arrival Messages: Send a customized message 1-3 days before check-in with important details, such as check-in times, local attractions, and special offers.

• During-Stay Messages: A quick message after check-in asking if everything is satisfactory can help resolve issues before they appear in reviews.

• Departure & Review Requests: A friendly thank-you message post-checkout can encourage positive feedback. Example: “We hope you enjoyed your stay at [Hotel Name]! If you have a moment, we’d appreciate your review on [Booking Platform]. Safe travels!”

4. Handling Complaints and Negative Feedback Professionally

When a guest sends a complaint through Expedia or Booking.com, responding quickly and professionally can prevent a negative review. Best practices include:

• Acknowledge the issue: “We’re sorry to hear about this experience and appreciate your feedback.”

• Offer a solution: “We’d love to make this right. Please let us know how we can assist you.”

• Move the conversation offline if needed: Provide a direct contact number or email for further resolution.

5. Encouraging Direct Bookings Through Guest Messaging

While third-party platforms are essential for visibility, strategic messaging can encourage guests to book directly in the future. Subtle ways to promote direct bookings include:

• Mentioning exclusive perks for direct bookings (e.g., free breakfast, priority upgrades).

• Offering a discount code for their next stay when booking through the hotel’s website.

• Personalizing follow-up messages with loyalty program invitations.

Optimizing guest messaging on Expedia and Booking.com ensures seamless communication, enhances guest satisfaction, and improves review scores. By leveraging templates, customizing responses, and responding promptly, GMs can streamline operations while delivering exceptional service. Ensuring staff is well-trained in handling these messages will ultimately lead to better guest relationships and increased bookings.