10 ways to prepare for the summer season

It's almost summer, a busy time where guests come from all over the world and are ever more demanding as they come for a relaxing break. Now is the ideal oppportunity to perfect the key elements of your hotel to ensure that you welcome your guests in the best way possible.

1️⃣ Check your PMS connection

Sometimes the connection with the PMS is cut off during the off-season for seasonal establishments, so make sure that it is (re)established before the start of the season to benefit from the automatic campaign mailings. 

It is also an opportunity to check whether you have any new information about your guests, so that you can use it to segment your customer base more finely and therefore better personalise your messages. For example, the origin of the guest allows you to know if it is a guest who has stayed in your establishment, dined in your restaurant or visited your spa. This allows you to adapt your loyalty campaigns and the offers you make to them.

2️⃣ Update the content on your app

It is worth analysing the most used content on your Guest Portal to find out what your guests like the most  and what kind of information they are looking for and using. This can help you set up automated SMS or chat messages, or adapt your email campaigns to avoid your guests searching for the information (check-in time before arrival, restaurant offers at meal times, late checkout before departure, etc.).

Remember to double-check the practical information  (timetables, links, facilities, etc.), entertainment and events programme, activities to do in the area, etc. 

It is important that your application is up to date, otherwise the guest won't use it, and you will lose all its benefits.

3️⃣ Maintain communication in the hotel itself with the help of QR codes, posters and wifi redirection.

It's no secret that to ensure your guests make the most of your app throughout their stay, you have you must keep it updated with all of the latest information. It's helpful to send them a link to the app before their stay so that they can browse the activities to do in the area, prepare their arrival and be reminded of the dates of their stay. 

Verbal and virtual communication are both essential, but so is  physical communication in your hotel. Whether it is in the communal areas, in the restaurants, or on information boards, etc., publicise QR codes on posters (room service, event schedules, digital newspapers and magazines, activities to be be booked, etc.) in just one click.  

LoungeUp offers you free printable posters and flyers with QR codes to redirect guests to your Guest Portal. 

Another effective way to direct your guests to your online services is to set up a redirection when your guests connect to your wifi. After logging in, they are redirected on their smartphone, tablet or computer to your online portal (web app) and they can then access all your services without downloading anything

4️⃣ Launch automatic campaigns 

Automated email / SMS / WhatsApp campaigns allow you toinform your guests at key points in their stay, without having to do anything manually.  

These have several advantages. As well as informing your guests, they also allow you to:  

  1. Upselling (the sale of 'extras': breakfast, couples' packages, airport transfers, restaurant or spa treatment bookings, early check-in/ late check-out...)
  2. Find out information about your guests: reasons for staying, estimated arrival time, passport/identity card details
  3. Collect guest reviews: redirection to an internal form and/or your review sites / Tripadvisor
  4. Build guest loyalty: option to 'opt-in' to receive your marketing communications

Be sure to check that any information about the services that you offer is up to date (photos, descriptions, prices...)

5️⃣ Train seasonal workers on how to use LoungeUp

All hotels have to train new staff members, but even more so in seasonal hotels that receive so many new employees at once. 

The extra staff need to be trained quickly and efficiently. 

If this is the case for you, or if you simply want to brush up on your LoungeUp management, we invite you to contact your account manager and schedule a training session.

6️⃣ Set up service ordering

LoungeUp is a great tool to increase the sales of services by making order-taking digital.. Guests can, for example, order room service from the comfort of their room with the order module integrated in the app, but also book a table in your restaurant on a reservation form. 

These two ways of selling services are intended to make it easier for both the guest and the hotelier to take and manage orders. The services menu (room service, list of spa treatments, shop, list of activities, etc.) can be personalised according to the guest's profile, the time of the order, the reason for the stay, the products available, etc.

The module or order form is advanced enough to invite the guest to fill in the information you need or to choose between different options. Several sub-categories can be added, with the options shown depending on the user's choice. For example for food services: order delivery time, side dishes or extras, allergies, room delivery or click & collect, cooking preferences, etc.  

7️⃣ Communicate the events and activities in the area  

Your guests want ideas for activities, walks or excursions, and feel overwhelmed when faced with endless lists of tourist sites. Exceed their expectations by sending emails out about unmissable events and your recommendations for activities or monuments to visit. Help them choose and don't list too many, instead highlight your favourites

Pre-programmed messages can help you save time by sending emails out at the right point of the stay but also keeping them personalised to the the guest's profile! You can personalise the mailings according to the guest's preferences and the type of their stay (business/leisure, solo/family/group of friends, week/weekend stay, language/nationality, etc., new customer/regular/VIP, etc.). All these criteria can be used together for a more targeted segmentation and personalisation.  

8️⃣ Use the Staff Companion app dedicated to your team

The " Staff Companion " app (App Store / Google Play) is used to effectively notify the guest relations teams of each guest order, request, question, etc., so that nothing is forgotten and can be promptly followed up on. Like the Messaging Hub, each employee is linked to a specific role  in order to only receive the notifications that concern them. 

The app has recently been redesigned to improve the user experience and make it easier to navigate. It is free for all LoungeUp clients.

9️⃣ Activate Facebook Messenger or WhatsApp

For you, there is no extra work because all communication channels are centralised in one tool, Messaging Hub. You will be able to reply to your guests directly in the tool and access message histories, etc.

Like e-mail campaigns, you can set up WhatsApp campaigns that are sent automatically accordng to an action or key points of the stay (unopened e-mail, number of stays,...).

As for Facebook Messenger, you can easily integrate it into your website to chat with guests or manage their incoming requests.  

The addition of these communication channels makes you more available to answer your guests' requests.

🔟 Send ultra-personalised newsletters

You have a lot of guest data at your fingertips that can help you improve your guest's experience and loyalty. Send ultra-targeted offers to recognise your loyal customers or turn your one-time visitors into repeat guests. Thank them for their stay/spa treatment/restaurant meal by offering to celebrate their visit with a promo code or a free treatment/breakfast/couple's package.  

Some examples of advanced guest segmentation:  

  • Number of stays greater than X
  • Week / weekend visitor
  • VIP/spa/... tags
  • Last satisfaction score higher than ⅘
  • Number of Twitter followers greater than X
  • Reason for the business/leisure trip
  • X accompanying persons
  • ...

Continuing to communicate with your customers even after their stay is the only way to keep them loyal and ensure they don't forget you. The more your emails are adapted and personalised to the guest, the higher your guest loyalty rate will be.   

This is not an exhaustive list but it covers the most important points needed to welcome your guests in the best way possible.

Have a good season!


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