Guest Communication Tips in a COVID World

Guest communication has changed in the COVID era. Travelers have more anxiety right now, and there is a strong need for STR hosts to communicate clearly and be responsive to our guests’ questions and concerns. So, what can we do to build a personal connection with our guests in a socially-distanced world and make them feel comfortable staying with us?David Jacoby is the Cofounder and President of Hostfully, a platform designed to help short-term rental hosts provide five-star hospitality through beautiful digital guidebooks and a full-scale property management system. Prior to Hostfully, David served as the COO of WellCall, Inc., a health coaching and corporate wellness program that was acquired by Health Advocate in 2012. He is also a graduate of the Wharton School of Business at the University of Pennsylvania.On this episode of Get Paid for Your Pad, David joins me to discuss the importance of guest communication in a COVID world, explaining what questions travelers are asking right now and how their habits have changed through the pandemic. He shares his top tips for communicating clearly with guests, describing how hosts are incorporating video in their guidebooks and what we can do to balance personalization and email automation. Listen in for the top takeaways from Hostfully’s 2020 Hospitality Report and get David’s insight on building a personal connection with guests—even in the midst of a pandemic.Topics CoveredWhy guest communication is more important now than everDemonstrates professionalismMore difficult to find accurate info onlineDavid’s insight around STR trends in the COVID eraChoose repeat or familiar destinationsProperties with amenities, close to natureLook for flexible cancellation policyConcerns about cleanliness of propertyWhat questions guests are asking in a COVID worldWhat’s open in areaSafe things to do (outdoor activities)How to use amenitiesThe most recent updates to the Hostfully product suiteAbility to embed videos in guidebookTools to enhance brand, promote direct bookingHow hosts are incorporating video in their guidebooksWelcome messageHow-to videosHome toursVideos of area (i.e.: shopping district, local park)David’s hack for balancing scale with personalizationSend automated confirmation email with bookingAsk question in automated welcome emailSend personal note in response to questionResend welcome email five hours prior to arrivalCheck in with automated message one day into tripThe top takeaways from Hostfully’s 2020 Hospitality ReportUse of digital guidebooks more than doubled55% of hosts expect less revenue than 2019Direct bookings up by more than 25%Top challenges = technology, pricing and cleaningWhat upsells property managers are offering their guestsEarly check-in and late checkoutMid-stay cleaningsSpa servicesGroceries pre-arrivalConcierge services (e.g.: set up tours, activities)Connect with DavidHostfully [Discount Code PAD]David on LinkedInEmail [email protected]’s 2020 Hospitality ReportWheelhouseAndrew KitchellEric MoellerGet Paid for Your Pad on YouTubeEmail [email protected] Hosted on Acast. See acast.com/privacy for more information.