Why Hotels Should Capture Their Guests Emails

Emails can be a powerful marketing and revenue-boosting tool for hotels. Capturing guest data including their email addresses and phone numbers has become critical part of hotel marketing strategy. Email is one of the most important communication channels with the hotel guests.

Even with the growing usage of smartphones and messaging apps like Whatsapp, Telegram, etc, email still remains number one chanel for engaging with users. In fact the popularity and usage of email communication has shown a steady increase year by year.

Some of the reasons for the popularity of email communication are:

– People can check their emails and reply at their own convenience. When they get a phone call they have to receive it then and there whereas in case of email they can choose to reply at a later time that is convenient for them.

– Many of the hotel guests may be from different countries and different time zones. So email is the preferred mode of communication with such people.

– Email communication is free whereas phone calls can cost money. As a major portion of a hotel’s guests are likely to be from a foreign country, it is not economically feasible for the hotel to keep making phone calls to these guests as the costs can add up to substantial figures.

– Emails are a form of non-pressure communication. The guests don’t feel as big a pressure when they receive an email as they feel when they get a phone call. The guests do not have to reply immediately to emails which is not the case with phone calls.

Due to the above mentioned reasons, emails form a big part of business communication with customers. This is true with most businesses, but more so in the hospitality and travel industries.

So hotels should not be neglectful of capturing email addresses of their guests for future communications. Email marketing is one of the most popular and highly effective mediums of marketing. It is a great way to stay in touch with your guests in a non-intrusive way.

You can send periodic emails to the customers; you can send reminders or promotional offers, discount coupons, etc; Effective email marketing starts the moment a person books room at your hotel. You should look forward to building and nurturing a long term relationship with each of your guests, long after their stay has ended.

An award winning hotelier has revealed that pre-arrival emails are very effective at cross-selling addon services. Pre-arrival emails are those which you send before the guest comes to stay at your hotel.

Guests emails can be a goldmine for your business if you know how to harness maximum benefit out of them. However capturing email addresses is just the first step and there are lot more things to do. You need a good PMS and other software applications in order to store those emails and contact the guests at regular intervals. A good PMS or CRS application will keep track of all the email communication. You can check AIO’s feature-rich and affordable PMS which could help boost your business substantially.

How to Capture Maximum Emails: 

Train the Staff – You need to educate the staff on the importance of capturing emails. Ask them to recheck emails by repeating them to customers.

Ask for Limited Information – Don’t give out long forms to guests to fill out as that can make them frustrated. Nobody likes filling out long forms. Try to ask for information that is relevant and important, like the email address and other critical data.

Confirm Reservation By Email – Whenever guests register a room online or on phone, send confirmation through email. This way you can ensure that the guests are providing you a valid and working email id.

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