6 Ways Front Desk Software Automation Can Maximize Guest Satisfaction
Property Management System, E-Book, North America

6 Ways Front Desk Software Automation Can Maximize Guest Satisfaction

When was the last time your staff was just standing around doing nothing? For many outdoor property owners, that’s rarely the case. With more people seeking revenge travel and camping and boating trips in general, your team is busier than ever! 

But when your team is overworked, mistakes happen. Campers and boaters become frustrated waiting in long check-in or check-out lines, upgrades and special requests get lost in translation, and the guest experience suffers.

Luckily, robust front desk software can automate the tedious tasks your team need not stress over. Maximize your guest satisfaction and move a little closer to reaching operational efficiency with these six automation features:

1. Improve Efficiencies and Reduce Wait Time With a Guest Portal

Sometimes your staff can be so busy checking in/out guests and managing information that phone calls and email inquiries go unanswered. After just a few short hours, these messages can quickly pile up, requiring your team to respond long past when the guest needed an answer. 

That's where a guest portal within your front desk check-in software comes in handy. Suddenly, guests don't have to call in or wonder if their inquiry was received. Right inside their private portal, they can manage their reservations, make payments, etc. 

With a guest portal, your front desk software can automate correspondence, so guests have fewer questions about their booking, can utilize mobile check-in, and have autonomy over the details of their stay. Now more than ever, guests are looking for contactless experiences, and automation within a guest portal is an easy and effective way to give them exactly what they’re looking for.

2. Send Personalized, Automated Messages to Guests

Personalized messages can go a long way in increasing the guest experience, but it can be hard to devote private time and attention to each and every visitor. By leveraging front desk automation, you don't have to worry about writing a unique message for every guest. Instead, you can add small personal touches, instantly. 

With the right software, you can:

  • Send triggered, mass SMS messages
  • Send automated, targeted marketing emails. 
  • Automatically confirm reservation changes.
  • Respond quickly to online chats.

If applicable, you may have the ability to send out automated text messages to guests throughout their stay as well, alerting them about weather alerts, local events, recommendations, and more.

Best of all, the guest will see personalized messages that include their name or specific details about their stay— but really, these personal details were automatically pulled from your front desk management database to enhance their experience without adding to your staff’s workload.

3. Improve Internal Communications

Front desk software that integrates smoothly with other tools gives your team the peace of mind of knowing all camper and boaters’ records are updated in real time and can be quickly accessed. When everything is automatically interconnected, your team can easily assign tasks, monitor progress, and make sure your property is maintained at a high standard to provide the ultimate backdrop for outdoor experiences. 

Additionally, you can provide continuous education for your employees so they feel empowered to utilize your software to its full potential. This could also open the door for your team to become more qualified, enabling you to scale your business by promoting your staff to new positions.

4. Automatically Ask For Guest Reviews

Outdoor property visitor testimonials and reviews can make or break your reputation. It's a sad reality that people will oftentimes only go online to share their experience if it was bad. Even if they had a fantastic stay, it's not always top of mind to share their positive experience online on a formal review platform.

Review management has never been easier than it is with specific front desk management systems. Never let a great review slip through the cracks by automatically triggering a review request email after guests check out. Simply ask permission to share their email testimonial on your website or other hotel marketing materials. 

5. Encourage Future Stays With a Guest Reward Program

You can also use automation within capable software to drive repeat visits with an exciting customer rewards program

Guests get to enjoy rewards points for certain activities and amenities on your property (if applicable) such as:

  • Coupons for food trucks
  • Discounts at the clubhouse store
  • WiFi package or free upgrade to faster Wi-Fi
  • Waived pet reservation fee

All of the reward points can be automatically added to your visitor’s account upon them taking a certain tracked action. The right front desk software will instantly alert you of their special offering— if relevant— and can ensure the guest receives the extra attention they’ve proudly earned. 

Visitors will appreciate their loyalty being so graciously noticed— and your team can easily improve the guest experience with helpful reminders. This is especially useful for multi-property locations, where campers and boaters may earn rewards at one location, yet want to redeem them at another.

6. Provide 24/7 Support for Your Campers and Boaters

Having virtual support via online chatbots can free up your staff’s time and provide support when your visitors need it. Customizable chatbots can improve the guest experience and reduce your operational costs. However, when your staff is on the clock, they can still use capable front desk software to answer questions and provide support without the visitor having to come by the front desk.

Don’t Forget About Self-Service Options!

Automation features can instantly improve your guest experience and help your front desk staff feel supported and empowered. 

If you are ready to get started with automation at your property, consider self-service technology. By allowing guests to check in and out right on their mobile devices, you provide your campers and boaters with the most convenient experience and allow your team to focus their attention where it’s needed.

Download our complimentary 5 Reasons Self-Service Will Work For You ebook to explore all the benefits of adopting self-service technology at your campground.

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