What do you think of when you hear the word luxury?
In this blog, we’ll give you some practical insights into crafting delightful digital experiences for your guests that are personal, seamless, and memorable. Here’s a peek at what you’ll learn:
- How to Create a Good First Impression
- Be Somewhere Where Everyone Knows Their Name
- Put Guests in Charge with Preference Centres
- Get to know your VIPs with a CRM Platform
There are a lot of things that might come to mind when you think of “Luxury“. Gold hardware? 24/7 Concierge? Champagne on demand? Fluffy bath robes? Valet service? Private yacht tour?
But, there’s a difference between luxury and expensive. Shaving truffles over a burger isn’t going to create a more luxurious experience. Sure, you’ll get something that’s much more expensive, but it’s not going to taste that much better!
While you might not have the budget to keep champagne at the ready 24/7, there are a lot that you can do to create a guest experience that feels luxurious, and it starts long before they check in!
First Impressions are Everything
Imagine standing in a lobby, ringing the bell for someone to help, but nobody is there to assist you. How long would you wait for service?
If you’re from the USA, Cornell says you’ll wait five minutes before getting upset. Canadians? 7 minutes. France, Germany, Italy, or Spain? 15 minutes. UK? 17 minutes. The most patient are the Japanese, who will wait 30 minutes.
Now, how long would you wait for a webpage or an email to load? 17 minutes? We’re certainly not waiting that long! Turns out that number is much lower.
53% of visits are likely to be abandoned if pages take longer than 3 seconds to load (Google)
No matter how nicely you have designed something or how great your hotel is, if it doesn’t load quickly or gets clipped, you’re losing potential guests. Quick service is key to keeping guests happy, both in person and online!
In luxury hospitality, every touchpoint is a chance to delight your guests. Your emails are no different. They are often the first digital ‘lobby’ a guest steps into. Make sure they feel welcomed instantly, not left waiting! Here are some of our recommendations to make sure your emails make a good first impression.
Bigger isn’t always better.
Emails over 81.KB run the risk of getting clipped by email providers like Gmail. Minimising image file sizes and transforming video animations into GIF will help reduce your email size.
Consider the message.
One pre-arrival email with too much information might get glossed over (and push up your email size). Instead of trying to say everything at once, consider breaking it out in a multi-email campaign with clear CTAs.
Test. Test. Test.
Think of it like a final check of the room to make sure there’s enough soap and towels. You never want the guest to have to point out something obvious. Here’s some things we include on our email checklist!
- CTAs work and lead to fast loading webpages
- Images have appropriate alt-text
- Subject lines and preview text are clear and match the message
- Looks good on desktop and mobile
Be Somewhere where Everyone Knows Their Name
A thoughtful concierge will address you by name, remember your kids, and even think about your dog. It’s a small touch, but it goes a long way to making you feel welcomed.
Personalisation tags make it even easier to recognise guests by name in communications. Including someone’s name in an email isn’t just a thoughtful touch. According to Campaign Monitor, emails with personalised subject lines are 26% more likely to be opened!
Enhanced segmentation allows you to send tailored messaging based on the type of guest coming to stay with you. Send alternate messaging for couples, families, and even guests with pets!
An example of paw-some service: The Fairmont Banff Springs and Hotel Vancouver give out guides highlighting dog-friendly parks, trails, and patios.
Put the Guest in Charge – Take Advantage of Preference Centres
Preference centres allow your guests to manage their communication preferences and data sharing choices. More importantly, they give your guests the power to engage with your hotel and tell you exactly what they want to hear about, whether it’s the spa, dining, or activities to do with the family.
81% of consumers said they ignored messages that felt generic (Attentive)
Supported by a preference centre and powerful data, For-Sight’s advanced segmentation allows you to personalise dynamic content at scale, helping you create and support your guest relationships, using relevant and scheduled email marketing.
Want to learn more about the power of preference centres? We’ve got a blog for that! Follow this link to uncover the benefits of preference centres, why your guests will thank you, and what kinds of things you should be asking your guests.
Get to know your VIPs with a CRM Platform
A Customer Relationship Management (CRM) platform isn’t just a marketing tool—it’s the digital concierge that never sleeps. Use your CRM Platform to track your guest preferences on everything from room temperature, wine choices, and pillow firmness. (Yes, really.)
For-Sight’s Front Desk view allows you to see your arriving guests with a complete profile, beyond what you’d get with your standard PMS. Here are just a few of the things you can take advantage of:
- Use RFM scores to identify high-value guests.
- Integrate with Guest Feedback Tools to collect and respond to feedback faster.
- See bookings beyond their room reservation, including Spa, Dining, and Golf.
Wondering how the right team helps your guests feel like a VIP? We teamed up with RaizUp to dive into how top hospitality talent and tech can supercharge your guest experience.
Luxury is Quiet, but Service Speaks Loud!
If you’re doing it right, your guests won’t notice all the hard work you’ve put in. They’ll just remember what a great time they had staying with you! With powerful data at your fingertips, we help you create experiences that make your guests feel special, taken care of, and listened to.
Want to learn more about creating luxury experiences for your guests?
Team For-Sight is headed to the Independent Hotel Show in London 6-7 October, where this year’s theme is Redefining Luxury. Discover the latest products, meet trusted suppliers, and gain practical insights from over 200 exhibiting brands, 4,000+ industry professionals, and 80+ expert-led sessions – all designed to enhance the guest experience and support your business. Whether you’re looking for innovative solutions or fresh ideas, this event has everything you need to stay competitive in a fast-evolving industry.
