Maximizing Guest Wallet Share: A New Approach for Hotels

Great restaurant, huge indoor swimming pool, private golf lessons, special seasonal events, outdoor yoga, local attractions, you name it. Every property has a unique mix of events, activities, and amenities to make their guests’ stay truly memorable. However, most hotels don’t have effective ways to monetize those offerings and make them easily accessible to guests.   

Discoverability seems to be the common issue – guests are often completely unaware of offers that can add value to their stay because hotels are typically bad at putting those offers in front of guests in a way that fits naturally into their stay. It's literally money they're leaving on the table. 

Guests are more likely to use their mobile phones to search for experiences and products rather than read brochures or ask front desk staff. In fact, a large majority of guests rely on their mobile devices to browse, search and purchase products and experiences, making it a crucial channel for hotels to connect with their guests. 

According to a survey conducted by Google, 85% of leisure travelers decide on activities only after arriving at their destination, and 76% of travelers search for activities on their mobile devices.

Therefore, hotels can increase the discoverability of their value add services by leveraging mobile technology and smart guest experience platforms, such as LasoExperience, to provide guests with relevant and personalized information directly on their phones. 

Let’s see how hotels can activate guests better with technology and increase total revenue per available guest. 

Maximizing Guest Satisfaction and Revenue Through Smart Offers

Hotels need a way to inform and inspire guests by showing them different ways they can make their stay even more memorable. With a branded guest app, hotels can leverage guest context data such as booking history and on-property behavior to target guests with personalized and relevant offers that they are more likely to accept. 

The key to higher conversion rates and an increase in revenue is a) putting offers in front of guests in a non intrusive way and b) framing offers in a way that adds value to guests' stay.

With LasoExperience, these offers (onsite events, activities, top amenities, etc.) are in front of the guests from the moment they book, as they’re guided to the guest app that  dynamically displays relevant content and offers throughout their stay. The platform then uses ‘guest context’ data to build affinity in their profile. 

Each guest gets a feed of personalized content that they can browse and explore things they can do. The social media-like feed is familiar, it captures attention, and ultimately leads to an increase in guests' wallet share. 

In addition, hotels can use automated messaging within the platform to send personalized messages with ‘right-on-time’ offers and notifications. 

Bringing Local Experiences to Guests Fingertips

LasoExperience is not just a platform for enhancing guest experiences within the hotel, it also provides a unique opportunity for hotels to drive revenue from local experiential offers. By partnering with local businesses and attractions, hotels can offer guests unique experiences that they wouldn't be able to find on their own.

Guests can browse and book a variety of local experiences through the branded guest app, allowing them to fully immerse themselves in the culture of the destination. With just a few taps on their phone, they can discover and book exciting events and activities. 

What's more, this approach ensures that guests never feel like they're being sold to. Instead, they have the opportunity to design their dream stay effortlessly. By offering these unique experiences, hotels can differentiate themselves from their competitors and create unforgettable memories for their guests. 

Takeaways 

By making their top value added offers easy to discover and book and inspiring their guests to make the most of their stay, hotels can transform themselves from mere places to sleep into destinations in their own right. Guests will be more likely to leave positive reviews and recommend the hotel to their friends and family, leading to increased business and revenue in the long run.   

LasoExperience takes care of the guests' entire journey with your hotel, from reservation to post-stay, opening up new revenue opportunities while focusing on guest needs. Contact us to have a chat and see how we can help! 

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