with bill bullard inn at occidental of sonoma wine country cabbi marketing director
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14 Stages of Guest Interaction. with Bill Bullard Inn at Occidental of Sonoma Wine Country CABBI Marketing Director Bullard Partners [email protected] 707-823-0350 Slides available at www.bullardpartners.com. Proactive Approach. ?. ?. The Rule of Fives - PowerPoint PPT PresentationTRANSCRIPT
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with Bill Bullard
Inn at Occidental of Sonoma Wine Country
CABBI Marketing Director
Bullard Partners
707-823-0350
Slides available at www.bullardpartners.com
14 Stages of Guest Interaction
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Proactive Approach
The Rule of Fives
Time vs. Money
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Rule of Fives
When you are asked the same
question five times
OR
You repeat the same guest task
five times
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Time vs. Money
People’s Free Time is now more
valuable
$
66
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Website
Specials
Activities
Room Amenities
Availability
1st Guest
Interaction
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Phone/Online Reservations
2nd Guest InteractionArrival Time
Special Needs
Dinner Reservations
Activity Reservations
Extras (e.g. Spa, Wine,
Flowers)
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Confirmation 3rd Guest Interaction
Written or Email
Confirmation
Mention Activities requiring
Reservations
Extras – Separate Enclosure
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Pre-Arrival Email 4th Guest Interaction
Looking forward to your stay
Reminder about Dinner Reservations with
Links
Reminder about Activities requiring
Reservations with Links
Links to Weather website
Things not to Pack (e.g. Hairdryer, Robe,
Slippers)
Things to Pack (e.g. Laptop, Cell Phone, Light
Jacket)
Extras Available
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Arrival 5th Guest Interaction
Hand Guest all Reservation
Cards
– include Directions, Phone,
Address
Late Check-in Boxes
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Late Check-in
www.Supra-Products.com
1) www.homedepot.com2) www.lvsales.com
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Room Information 6th Guest Interaction
Inspect Rooms before Check-in Time Welcome Note (by hand)Guests don’t listen during check-in Guest Directory Signs (pros/cons)
– Place Info Card visible with Important Details e.g. Breakfast, Smoking, Check-out, Turn-down
Commend Card Postcards Letterhead Forgotten Amenities Note Under the Bed/Over Armoire
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Guest Resources 7th Guest Interaction
Internet Access,
wired/wireless
Guest Computer
Press Binder
Brochure Rack
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Evening Reception8th Guest Interaction
Interaction
Hosted Event
Offer Dinner Menus and Recommendations
Discuss Plans for next day(s)
Provide Map and Activity Pamphlets
Offer Personal Touch and Insight
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Return from Dinner9th Guest Interaction
Provide Place to Deposit Comment
Cards
Sweet Dreams
Tomorrow’s Weather info Posted or
Slipped under Room Door
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Breakfast 10th Guest Interaction
Confirm Plans
Answer Additional Questions
Fail-Safe for Missed Guests
Provide Recipes
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Check Out 11th Guest Interaction
Ask about Stay
Ask about any Questions
Hand out Association
Material
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Thank You 12th Guest Interaction
Approximately Two Weeks
Later
Send Card and Gift– Picture Magnet– Tea Bag
Repeat Guest ProgramResponse to Comment
Card
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Survey 13th Guest Interaction
Send Guests Online Survey– Ask Questions about the stay
– Ask Questions about improvements
that you are considering
– Include links to online reviews
Include Contest for Free Stay (e.g. TripAdvisor.com, Yelp.com, B&B.com)
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Emails and Postcards 14th Guest Interaction
“Touch” Guests on a Regular Basis
Provide Value within the Email
Newsletter (Quality over Quantity)
Offer Spur-of-the-Moment Specials
to Driving-distance Guests only
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Reading Sources
Ultimate Service – The Complete Handbook to
the World of the Concierge, Holly Stiel
Thank You Very Much – A book for anyone
who has ever said “May I help You?”, Holly Stiel
Positively Outrageous Service, T. Scott
Gross
The Diamond Cutter – The Buddha on
Strategies for Managing Your Business and Your Life, Geshe Michael Roach
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Go Implement!(but take small bites)
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“All I do is put out fires all day long”
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That’s My (other) Job!
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with Bill Bullard
Inn at Occidental of Sonoma Wine Country
CABBI Marketing Director
Bullard Partners
707-823-0350
Slides available at www.bullardpartners.com
14 Stages of Guest Interaction