Download as PDF, PPTX
Uploaded bysmartbnb
Perfecting the guest host communication flow
The document discusses effective guest-host communication strategies for short-term rentals, highlighting the importance of accuracy, timeliness, digestibility, frequency, and comprehensiveness in communication. It outlines a structured approach to communication before, during, and after a guest's stay, recommending tools like WhatsApp and Loom for enhancing interaction. The document emphasizes the need for hosts to refine their messaging practices through templates and automation to improve the overall guest experience.
Perfecting the guest host communication flow
- 1. Perfecting the guest/host communicationflow Host: Jasper Ribbers Founder of Get Paid For Your Pad
- 2. About us Jasper Ribbers AngiePilkington Founder of Get Paid For Your Pad, a leading blog, book and podcast series. smartbnb user since 2016. Matthew Demetrio Marketing, smartbnb Sales, smartbnb
- 3. Competing against hotelindustry standards
- 4. Building a relationship Ina hotel... In a short term rental... The brand Reception Other staff Guest experience Guest experience Host Guest
- 5. Communication and bodylanguage
- 6. In this webinar... 2.Communicating by phases 1. Communication by aspects
- 7. Communication aspects Accuracy Consider… - Walkingdistances - Staircases - WiFi speeds - Amenities - Check-in/out experience - Shared facilities if any
- 8. Communication aspects Timeliness ALWAYS respondas fast as you can ● There’s no such thing as the “bot” effect Resend information at the right times ● Avoid the typical ‘Hi, can you send me the address?’
- 9. Communication aspects Digestibility Do: ● Composeall your messages with the Hemingway app ● Use short paragraphs of two to four sentences ● Use bullet points and lists ● Create a guidebook PDF or use a guidebook service Don’t: ● Send messages with grammatical or spelling mistakes ● Be overly brisk
- 10. Communication aspects Frequency Assess howyour guest wants to communicate: ● Short replies? Less eager to communicate ● Long/often replies? More eager to communicate BUT always have a minimum flow
- 11. Communication aspects Comprehensiveness ● Knowledge= comfort ● Help your guests look forward to their stay ● You’ll get fewer questions later on
- 12. 2. Communication Frequency Beforethe stay At the time of booking x days before check-in x hours before check-in ➔ Thanks and welcome ➔ Information confirmation ➔ Questions as needed ➔ Check-in instructions ➔ Directions ➔ Request for arrival details ➔ Address ➔ How to get to the property ➔ WiFi access details
- 13. 2. Communication Frequency Duringthe stay x hours after arrival The day after check-in Once a week during the stay ➔ Is everything as you expected? ➔ Can I help with anything? ➔ Did you have a good first night? ➔ Can I assist with anything? ➔ Are you enjoying your stay?
- 14. 3. Communication Frequency Afterthe stay A day after check-out A week after the stay The day before the review window closes ➔ Thank you for your stay ➔ I’ve written you a review, would be grateful to receive one ➔ Reminder to leave review, if they haven’t yet ➔ Another friendly review reminder
- 15. Communication channels/apps WhatsApp (orother messaging apps) - Free - Majority of guests have it - Groups! - Put in your guest, cleaners and check-in person - Monitor progress Note all concerns must go on Airbnb, for better resolution. Loom Record videos for guests!
- 16. Frequency tip Err onthe side of more communication than your guest would expect
- 17. Your to-do list 1.Review your templates for all five aspects 2. Consider your communication channels 3. Make efficiencies: Automation, canned messages, templates, guide books.
- 18.
- 19.