We understand that engaging with your guests is vital for any hotel group. Guest engagement can be used to boost revenue, increase loyalty membership enrollments and help you add a personal touch to bring back visitors.
We recognise the importance of communication with your guests which is why we encourage our customers to make full use of our suite of communication features, reporting and analytics.
Data Gathering
Everything entered during the guest login process can be stored in our guest database, with the user’s consent to share their data. Using our custom fields builder, a savvy marketeer can ask authenticating guests a limitless amount of questions prior to logging in. This data can then be sent via webhook or API to your marketing CRM, or you can extract data straight into your inbox using our reporting tool.
Triggered Messaging
The Captivnet platform features a robust triggered messaging and communication system, allowing one-way communication to your guests. Messaging can be sent via Email or SMS message and embedded into the guest portal page prior to authentication. Messaging works using a handful of triggers. If a guest completes one of these triggers, the message is sent. For example, an email could be sent as soon as a guest authenticates. This could be to simply welcome them, or advertise further attractions and services the hotel has to offer during their stay. Our triggered messaging system can be utilised by our customers to further their marketing activity and to enable Email Verification along with Welcome Back messaging and simple email/SMS notifications.
Reporting
Our reporting feature allows platform users to export guest and network data. Data can be exported via CSV on a daily, weekly or monthly basis. One-off reports of up to 30 days can also be updated.
Reports can be sent to specific email addresses and can be accessed at anytime from within the platform. Webhooks can be used to send report data straight into the customers Marketing CRM removing the manual labour and ensuring real time data is provided.
Loyalty
Many of our customers and hotel groups around the globe have in-house loyalty initiatives offering dedicated guests the chance to be rewarded for their loyalty to the hotel group. The platform features an open API, allowing our customers to integrate their loyalty schemes into the guest journey.
Loyal guests are able to access the network by entering their loyalty account’s credentials and, in-turn, be granted a more tailored Wi-Fi experience. This could include faster speeds, longer access times or personalised messages. All of this enhances and tailors the guest experience to increase repeat custom. We understand that making a guest feel special always goes a long way!
We’ve also implemented a way for guests to sign up for these services directly from the portal page. Some of our customers have experienced a 30% increase in loyalty uptake by intergrating their loyalty experience into the guest journey.
More Information
If you’d like to start making the most out of the engagement options available to you, reach out to your customer success manager by sending an email to customersuccess@airangel.com. They will be more than happy to understand your goals, walk you through the setup and share their knowledge of best practices for your venues.
