Beyond Check-In and Check-Out: The Hotel Experience Starts Online

The Hotel Experience Starts OnlineA good hotel is all about customers. Every last detail, from the color of the carpet to the smell of the bed sheets, matters. A hotel must be carefully maintained and ordered to maximize the experience for guests. The staff must be well-trained; the rooms must be comfortably adorned; the amenities must stand out.

Most hotels understand this and focus their attention accordingly. However, the best hotels understand that the guest experience no longer starts at check-in. In truth, the guest experience starts well before that on the Internet.

Almost every modern business recognizes the power of the Internet in theory. However, in practical application, most hotels have no idea what to do with their online presence. After all, hotels are about physical amenities and interpersonal interactions. Sadly, this means many hotels do not leverage the Internet very effectively, leaving customers wanting more.

To avoid becoming such a hotel, it is time to harness the power of the Internet in a meaningful way.

1. Appearances matter. The reason hotels put so much focus on the lobby is because it is the first thing guests see when they walk in the door. Hotels, of any business, understand the importance of a first impression. Guests often make up their minds about the hotel the moment they step inside, and that first impression can be hard to undo.

This is the same way a website works. The first time a guest clicks on a link to a hotel website, they instantly have a sense of what the hotel is like. If the website is bland, sparse and confusing, it will reflect poorly on the hotel. If the website is professional and inviting, the guest is more likely to be interested in staying there. A website should encourage guests to look around, to click on links and to make a reservation. Therefore, it should be easy to navigate and attractive to browse. There should be appropriate pictures, readable text and clear links.

Word Hotel written in search barA hotel only gets one first impression. Do the website right and make it a good one.

2. Functionality counts. While first impressions are important, they certainly will not last long if the content is not in order. Think about the hotel lobby again. Even if it is immaculate, guests will still be turned away if their rooms are dirty and dingy. First impressions matter but only if they are followed up by a positive experience.

With a website, this means that the site must not only look attractive but it must be functional as well. The links must work, and the content must be informative. Guests should easily be able to see what amenities are available in different room packages, and they should know all the available perks of the facility. It should be clear if smoking is allowed and if pets are welcome.

Better still, the website should have easy to find contact information on every page. Many hotels now offer online booking to give guests even more convenience. The more the website does for customers, the more likely they are to feel comfortable booking a room.

3. Diversity that works. Most hotels have embraced the idea of the Internet, but not as many have realized the scope of what that means. Ten years ago, most people still got online access from desktop computers and laptops. Today, however, many people use cell phones, tablets or other portable devices. While all of these devices can load Internet pages, not all can do so with the same ease. This is why businesses hoping to cater to the current population develop websites and applications that can easily be used on mobile devices.

The fact is that if a guest is trying to book a hotel on their phone, they are not going to stick around to navigate a clunky page. They will, however, turn to hotels that have mobile friendly websites. By having a diversity of online options for guests, hotels can dramatically increase their appeal. Too many hotels are trying to make a good first impression without realizing where or how guests may come to the website.

4. Working the grapevine. While keeping the hotel’s website up to date and attractive is important, many guests do not simply look there. With the widespread use of the Internet, many guests use travel websites to compare hotels in terms of their quality, amenities, location and prices. These websites are all privately owned and operated, so it is impossible to control the content. However, it is possible to stay informed about what guests are saying and make adjustments accordingly.

After all, these websites offer a unique insight into what works and what does not. If multiple guests complain about the slow check-in procedures or the cleanliness of the pool, it is easy to start looking for ways to rectify those problems. Also, if guests gush about the location or the continental breakfast, then it is easy to see what appeals to guests and to focus on these elements more clearly.

Also, be sure to encourage guests to leave feedback. Many guests only feel compelled to comment after a bad experience, which is why hotels should encourage all guests to interact on these websites frequently to even out the responses.

5. The start of a beautiful friendship. The guest experience does not start at check-in. It also does not end at check-out. Hotels can use the Internet to keep in touch with guests. If a guest booked the room online, offer a free email newsletter. Email a follow-up survey and a warm thanks. Offer online specials, and stay active in social media. The more a hotel can do to stay engaged with guests after they walk out the door, the more likely the guest is to come back.

In conclusion, hotels should stop losing customers before they even step in the front door. Instead, hotels that follow these helpful tips can heighten the experience for customers while heightening their own profits at the same time.

Got a question or need help?  We at Bionic Sisters Productions take great pride in our services.  If you ever have any questions about website, blog or social media please do not hesitate to let us know.


Articles/Photos/Graphics Copyright ©1999-2013 – All Rights Reserved Bionic Sisters Productions

Real Estate in 2014: The Power of Twitter

Real Estate in 2014 The Power of TwitterOver the last ten years, the Internet has fundamentally changed the way people do business. Businesses of all sizes and types have turned to the Internet, leveraging it to find new customers, increase sales and build loyalty. While building a website or starting a blog is a good part of any business plan, one of the most popular ways to connect with consumers is through Twitter.

Twitter is one of the most commonly used social media networking sites. Although most people think about Facebook when it comes to social media, Twitter is actually growing in popularity and has many distinctive advantages when it comes to privacy, brevity and interaction. Because of this, Twitter can work especially well for businesses, and real estate agents in particular can benefit from using the network in 2014.

For those who feel overwhelmed at the prospect of navigating social media for the first time or for those who do not know how to turn a casual pastime into a veritable business opportunity, consider this guide as reference.

1. Be an expert. Anyone can get an account and start posting information. However, when it comes to business, people are only going to follow an account if the person posting is worth following. As a real estate agent, you have to be an expert in the field or no one will see the point in adding you to their following list. Therefore, you have to know the market, and you have to know your clients. You have to do your job well in order to gain enough credibility to be successful on social media.

2. Be relevant. To start using your account, put together posts about real estate news in your community. Posts need to be important or interesting to your clients. This means tweets should have a local flair or maybe an international tie-in. To do this, you should be on top of the news, sorting through the information about real estate to pick the tidbits that will be most popular for your followers. You can post this type of information two to five times a day.

3. Stay connected. Twitter has an excellent retweeting tool, which allows users to repost information shared by other users. Retweeting is a great way to share more information with clients. However, be sure to use this option sparingly. Do not retweet more than twice a day. Posting in this manner too much will not only be a turnoff to clients but it may raise flags from Twitter that the account is nothing more than spam.

4. Get engaged. Like all social media, Twitter is about community. Therefore, do not just post your own information; be sure to follow and check other accounts in the industry as well. You should know what other real estate agents are posting. Better still, you should respond to other real estate agents and relevant parties once or twice a day.

5. Make it personal. Twitter is not merely a business tool; it is a social platform. While you may leverage it for business purposes, do not be afraid to be a little personal from time to time. Clients like to engage with their real estate agent as a person. Sharing a little information about yourself can help build a relationship. However, keep such posts limited to once a day.

6. Leverage the platform. As a real estate agent, it is entirely appropriate to share some of your listings. Go big and tweet pictures of your most expensive listing. Go small and pick a nice, budget-friendly home to share as well. Post pictures of rentals, relocation services and more. Use the platform to share your business.

finding eletronic real estate7. Be active. You should know what other people are saying and doing on Twitter, especially if your name comes up. Always respond when you are mentioned in other posts, and do your best to engage such references in a meaningful and friendly manner. For more information on this, look at this convenient link.

8. Be creative. Think outside the box with your posts. Remember who your clients are and what they are interested in. Post about mortgages, financing, gardening, kitchen renovations and more. Always end your tweets by asking for feedback.

9. Offer your services. Social media is a marketing tool, so do not be afraid to use it that way. Offer your real estate services explicitly, inviting people who are buying or selling to contact you for more help and support with real estate needs.

10. Focus on engagement. The real advantage of Twitter is that it goes beyond traditional marketing. You not only get your name out there, but you have the chance to actually interact with clients. This can lead to more clients and more profits. To learn more about how to engage on Twitter, check out this helpful reference.

11. Define your brand. Although Twitter can be used as a marketing tool, it is not actually about selling yourself. It is about creating your brand. With an active account, you can create a professional persona. This persona should be memorable, and over time, it will define how people perceive you. This can lead to more sales, but it is ultimately about your image. To read more about how to brand yourself, check out this informative link.

12. Be part of the community. One of the dangers with Twitter is that you make it all about you. Yes, you can use the platform to help people get to know you and your business, but you should spend just as much time trying to learn more about them. Tweet with other real estate agents; do not be afraid to agree with them. Offer personalized advice to clients. Become part of the community, and clients will think of you as one of them.

Twitter is really that easy. Before you get started, just remember the following insider tips:

  • Tweeting can build notoriety. Having a social media presence can build a local following and turn it into a much wider one, even reaching the world.
  • You do not have to do it alone. Many people delegate the task of tweeting to assistants or interns. There are even third party companies that can help get a social media account up and running.
  • You can have more than one account. You can have an account for your blog, your website, your personal life and more. Managing multiple accounts is actually pretty easy and can dramatically improve your ability to garner a following and establish your brand. Learn more here.
  • It is about quality, not quantity. Twitter is addictive. However, do not tweet everything. No one likes spam. Just tweet what matters to you, and play well with others.

Leverage the hashtag. The hashtag is quintessential to Twitter. The hashtag works as a searching tool, linking all posts labeled with the same tag. You can use the hashtag to interact with a larger community, linking your post to other relevant trends on Twitter. Or you can use the hashtag to track users, asking them to respond to your post using your chosen hashtag. You should always use hashtags, but be sure to use the right ones. When creating your own, try to reuse the same ones to build your following.

  • Tweet within reason. If you have good, relevant posts, it is hard to tweet too much. However, people usually do not tolerate tweets from businesses as much as they do from individuals. Therefore, try to keep your posts to less than 10 a day.
  • Pre-schedule your tweets. With certain applications, it is possible to plan out your tweets up to two months in advance. In this way, you could plan several tweets a day for that time while supplementing daily with relevant retweets.

It may sound overwhelming, but the benefits of using this social media platform can be dramatic. If you have never used Twitter before, you likely do not understand the potential. The only way to fully realize what is possible with Twitter is to start using it. For those who have trouble starting with new platforms, there is plenty of help available. Try consultants like the Bionic Sisters Productions. These experts can help you get established and start tweeting. With their help, anyone can start using their Twitter account to make connections, expand business and earn more money.

Overall, this article should serve as your introduction to Twitter. Our hope is that the information is relatable and easy to implement no matter what your goals as a real estate agent may be. Not only is Twitter a viable marketing option but it is also a great way to establish your unique brand in the real estate industry. Best of all, Twitter gets easier to leverage the more you use it. Many users, even novices, often find that Twitter is not only useful but fun. Once you start, it is usually pretty hard to stop. Therefore, do not be afraid. Create your account and start tweeting your way to success today.


Articles/Photos/Graphics Copyright ©1999-2013 – All Rights Reserved Bionic Sisters Productions

San Diego California Agency

How To Get More Business For Your Hotel In 2014

How To Get More Business For Your HotelYou have to work hard, really hard, to get more business for your hotel. You can not simply put out the vacancy sign and expect a steady stream of guests to come walking through the front door. It can take years to build up a hotel’s reputation, but only a few bad reviews to knock it back down.

A hotel manager needs to take a look at the big picture. First, he or she must focus on making everything right with the hotel itself. Next, it is important to know your competition. Finally, and most importantly, you must focus on attracting new guests and making sure that when they stay, they will want to come back and stay again.

Who is your target market?

No hotel can be all things to all people. Your hotel’s mission statement and business plan can be broad and inclusive, but also needs to be narrow enough to create an identity for its core target audience. A four-star hotel in the financial district should focus on the business traveler, while a moderately priced hotel near Disneyland should focus on providing accommodations for families. You can bring in more business by knowing who your customers are and giving them the things they need and want most.

Las Vegas is a good example of where some hotels tried unsuccessfully to appeal to all demographic groups. A few years back, the city decided to promote itself as a place to bring the kids. Hotels started changing to cater to family based vacationers. While the message being sent out brought more families to Las Vegas, it also distracted Vegas hoteliers from its core identity as an adult playground for gamblers. Targeting your market works better than trying to appeal to everyone.

What makes your hotel different?

You always want to give a guest a reason why they should choose your hotel over another hotel in the area. Price can be a big reason, but certainly not the only reason to drive business to your hotel.

If your hotel happens to have lake and ocean views that is a selling point. Maybe you are the only hotel in the area that allows pets? You can differentiate your hotel by the level of service you provide, offering your guests freshly baked chocolate chip cookies or anything else that adds value to a guest’s stay.

Develop a relationship with your guests before they arrive

When people have the chance to get to know you, they will be more apt to book a room with you rather than going to an unfamiliar place. Just as you are more likely to visit a friend than a perfect stranger, the same holds true for staying at a hotel.

Using all available means to build friendships and relationships can lead to more bookings. Start with a content-rich website that is constantly updated. Create a hotel newsletter. Have a Facebook and a Twitter presence. Allow people to ask questions and respond to all inquiries in a timely manner. Anything you can do to connect to people interested in your hotel will help attract more paying guests.

Are you getting the most out of your website?

You should look at your website as the central core of your online marketing strategy. All advertising material from brochures and print ads to television and blogs on the internet should have a link back to your website. Social media sites can encourage people to visit your website, but you need to make your website valuable to visitors when they arrive.

Professional design is almost mandatory. You want your website to function properly and be easy to navigate. A good website should not feel cluttered, but should provide all of the information a person might want or need to make a booking decision. Put any discounts or special offers in a prominent spot on your home page. Your website should allow a person to book a reservation or get in touch with someone to answer any questions he or she may have.

Keep your website fresh and full of interesting and valuable content. You can have an area that tells readers about upcoming local festivals and events. A guide to local restaurants, shopping and attractions, with links to those places, will be very useful for visitors to your city.

Build an email mailing list

Creating a big list of solid leads is a valuable asset in any kind of marketing campaign for your hotel. In the old days, businesses paid money to buy names and addresses from mailing list providers. It has been shown time-and-time-again that growing an email mailing list is the better approach.

Offering an incentive for people to give you their email address is the fastest and best way to build an email list. Among the ways to encourage people to furnish their email address is to offer them a free subscription to a monthly newsletter or give them access to special discounts that are sent to them through their email accounts.

When you develop a large list of people who have an interest in traveling and staying at hotels, you can target them in different ways. While you do not want to bombard people with too many messages, an occasional email will remind them of your hotel and may just get them to make a reservation.

Give your guests more value

When people return home from a vacation they like to share their experience with their friends. While they are more likely to talk about the fun they had at Disneyland rather than the hotel in which they stayed, if you do something special that impresses them, they will very likely rave about it to their friends.

It might cost you a little extra to provide a deluxe free breakfast instead of a continental breakfast, but the goodwill you build with guests will more than offset the additional cost. Instead of just offering cold cereal and toast, offer scrambled eggs and bacon.

First impressions matter

When guests pull up to your hotel, they immediately form an impression of the property. While you may not have fancy gardens and fountains to wow them, you should keep your grounds well maintained. You do not want cigarette butts outside your entrance or garbage blowing around in the parking lot. Your hotel should look clean inside and out.

When guests come to the front desk to check-in, they are probably tired from a long day of travel. Always make sure you greet them with a friendly smile and get them their room keys as quickly as possible. Offer them a cool drink or a cup of coffee. Don’t keep them waiting and don’t bog them down with too much information that they can read about in their room. When a guest is treated with courtesy from the start, he or she is likely to form a positive opinion of the hotel.


You always want to give your guests the same great experience on every day of their stay. If a guest loved your hotel so much when he stayed with you in May, don’t disappoint him when he comes back in October to stay with you again. In order to maintain a consistently high standard with everything from clean rooms and fresh towels to the breakfast buffet and the front desk service, you need to have a quality control plan.

Everything that needs to be done in a given day should be clearly written down. You should set up a schedule with times when the hallways need to be vacuumed, the pool cleaned and the air conditioning filters changed. Organization is important as is communication and regular meetings with your staff. Guests, particularly those who stay with you frequently, have the right to expect the same level of service every time they visit.

Be flexible and accommodating

Following policy is fine in most situations, but you should also be willing to bend the rules a little to make the customer happy. Most hotels do not let you check-in until 3:00 pm and make you check-out by 11:00 am. They do this to have time to clean the rooms and get them ready for arriving guests.

If you have empty rooms and a guest wants to check-out at 1:00 pm because his flight does not leave until 5:00 pm, let the guest stay the extra few hours.

Learn from guest comments

The best way to see what you are doing right, or what you might be doing wrong, is to ask the people who stay at your hotel. Encourage guests to write online reviews or ask them to fill out a short comment card in their room. Your front desk people should always ask departing guests how they enjoyed their stay. Use complaints as an opportunity to fix problems and make your hotel an even better place to stay.

If you want to bring more business to your hotel, follow three simple steps. Treat every guest like you would treat a member of your own family. Constantly strive to improve the service and facilities of your hotel and always keep an eye on the competition.


Articles/Photos/Graphics Copyright ©1999-2013 – All Rights Reserved Bionic Sisters Productions