{"id":12817,"date":"2023-09-19T13:39:00","date_gmt":"2023-09-19T13:39:00","guid":{"rendered":"https:\/\/v2site.booklogic.net\/?p=12817"},"modified":"2024-03-02T13:40:00","modified_gmt":"2024-03-02T13:40:00","slug":"hotel-guest-engagement","status":"publish","type":"post","link":"https:\/\/www.booklogic.net\/hr\/hotel-gost-angazman\/","title":{"rendered":"Anga\u017eman hotelskih gostiju"},"content":{"rendered":"
\"\"<\/figure>\n\n\n\n

Anga\u017eman hotelskih gostiju<\/h1>\n\n\n\n

Anga\u017eman gostiju je strategija koja se mo\u017ee koristiti za utjecaj na pona\u0161anje potencijalnih klijenata, posebno za poticanje rezervacija hotela i pove\u0107anje lojalnosti brendu i stopa zadr\u017eavanja. Maksimiziranjem svoje online prisutnosti i na\u010dina komunikacije mo\u017eete potaknuti interakciju s va\u0161im brendom kroz sve faze putovanja gosta, to jest faze \"prije\", \"tijekom\" i \"poslije putovanja\", dok istovremeno vodite kupce kroz prodajni lijevak.<\/p>\n\n\n\n

Dru\u0161tveni mediji, podaci, jasna poruka, usmjeravanje va\u0161ih operacija na goste i kori\u0161tenje strategija temeljenih na tekstu mogu pobolj\u0161ati na\u010din i u\u010destalost s kojom klijenti komuniciraju s va\u0161im brendom. U ovom \u010dlanku \u0107emo detaljnije pogledati \u0161to je anga\u017eman gostiju, za\u0161to je va\u017ean i klju\u010dne strategije za postizanje ostvarivih ciljeva.<\/p>\n\n\n\n

\u0160to je anga\u017eman gostiju?<\/h2>\n\n\n\n

Anga\u017eman gostiju je poput principa \"anga\u017emana kupaca\" u marketingu. To je proces putem kojeg hotelski brend komunicira s gostima kroz odabrane marketin\u0161ke kanale, dr\u017ee\u0107i ih anga\u017eiranima tijekom njihovog putovanja kupnje. Cilj je stvoriti trajne veze s klijentima kako bi se izgradila lojalnost brendu, njegovali odnosi s kupcima i potaknule rezervacije hotela.<\/p>\n\n\n\n

Tako\u0111er se odnosi na to koliko dobro hotel mo\u017ee privu\u0107i i zadr\u017eati pa\u017enju svojih trenutnih ili budu\u0107ih klijenata koriste\u0107i alate koje imaju na raspolaganju, kao \u0161to su dru\u0161tveni mediji, poruke, tehnologija i ljudski resursi, o \u010demu \u0107emo detaljnije razgovarati u nastavku.<\/p>\n\n\n\n

Za\u0161to je anga\u017eman gostiju u hotelima va\u017ean?<\/h2>\n\n\n\n

Anga\u017eman gostiju u hotelima je va\u017ean jer imate mogu\u0107nost utjecati na pona\u0161anje kupnje online i prikupiti osobne informacije koje mogu generirati potencijalne klijente. Nadalje, \u0161to vi\u0161e interakcije va\u0161 brend ima, ve\u0107e je percipirano vrijednost brenda i vi\u0161e uvida u kupce mo\u017eete ste\u0107i kao brend. Ti uvidi u kupce mogu se koristiti za dono\u0161enje marketin\u0161kih odluka kao i definiranje prodajnih procesa.<\/p>\n\n\n\n

Anga\u017eman je na\u010din emocionalnog povezivanja s gostima kako bi oni postali ambasadori brenda. Naravno, \u0161to bolje boravak ispunjava o\u010dekivanja, to je vjerojatnije da \u0107e va\u0161 hotel zadr\u017eati goste, ali bez obzira na to, anga\u017eirani potro\u0161a\u010di stvaraju trajnu vezu koja se prevodi u lojalnost brendu, \u0161to na kraju posti\u017ee ve\u0107u vrijednost tijekom \u017eivota kupca.<\/p>\n\n\n\n

Koje su najbolje strategije anga\u017emana gostiju u hotelima?<\/h2>\n\n\n\n

Sada kada smo pogledali \u0161to anga\u017eman zna\u010di za goste hotela i za\u0161to je va\u017ean, pogledajmo pet najboljih strategija. Prije implementacije ovih strategija va\u017eno je razmotriti potrebe postoje\u0107ih i potencijalnih kupaca.<\/p>\n\n\n\n

Od tamo mo\u017eete identificirati klju\u010dne korake u putu kupnje kako biste dodali dodirne to\u010dke du\u017e puta kako biste dosljedno do\u0161li do kupaca. Ove dodirne to\u010dke trebale bi uklju\u010divati podatkovno vo\u0111ene, personalizirane informacije kako bi se osiguralo optimalno korisni\u010dko iskustvo koje \u0107e na kraju dovesti do lojalnosti brendu.<\/p>\n\n\n\n

Strategije komunikacije temeljene na tekstu<\/h2>\n\n\n\n

Strategija komunikacije temeljena na tekstu odli\u010dan je na\u010din za odr\u017eavanje anga\u017emana u svim fazama putovanja kupca. U fazi prije putovanja mo\u017eete obavijestiti potencijalne kupce o niskim cijenama i promocijama; tijekom njihovog boravka mo\u017eete ih podsjetiti na va\u0161e dodatne usluge i poslati promocije za rezervaciju jo\u0161 jednog boravka, a nakon putovanja mo\u017eete zadr\u017eati goste anga\u017eiranima putem tekstualnih poruka.<\/p>\n\n\n\n

Kao hotel, mo\u017eete iskoristiti koncept povezanog gosta kako biste ponudili online usluge za goste, kao i kiosk za samoposlu\u017eivanje kako biste skratili vrijeme \u010dekanja i ubrzali procese prijave i odjave. Iskoristite \u010dinjenicu da su putnici usvojili mobilnu tehnologiju kako bi ostali povezani sa svojim gostima. U me\u0111uvremenu, tako\u0111er mo\u017eete pove\u0107ati zadovoljstvo kupaca nude\u0107i brza rje\u0161enja za sumnje i pitanja klijenata putem podr\u0161ke temeljenoj na tekstu.<\/p>\n\n\n\n

Koristite dru\u0161tvene mre\u017ee<\/h2>\n\n\n\n

Jedna od najboljih strategija anga\u017emana je bez sumnje dru\u0161tvena mre\u017ea. Dru\u0161tvene mre\u017ee omogu\u0107uju va\u0161em poslovanju da se pove\u017ee s potencijalnim gostima, stvaraju\u0107i svijest o brendu i istovremeno anga\u017eiraju\u0107i redovite goste.<\/p>\n\n\n\n

Pru\u017eanjem dinami\u010dnog sadr\u017eaja kao \u0161to su privla\u010dne vizuale, videozapise i vrijedne resurse, gosti su vjerojatnije da \u0107e imati va\u0161 brend na umu kada do\u0111e vrijeme za rezervaciju hotela. Pro\u010ditajte vi\u0161e o strategijama dru\u0161tvenih mre\u017ea.<\/p>\n\n\n\n

Imati jasnu identitet brenda i ton glasa<\/h2>\n\n\n\n

Odredite svoj identitet brenda i ton glasa i odr\u017eavajte ga dosljednim na svim svojim marketin\u0161kim kanalima. Nadalje, u\u010dinite svoj glas i brend dosljednim s va\u0161om ciljnom publikom. \u0160to vi\u0161e imate svoju ciljnu publiku na umu prilikom stvaranja svog identiteta i komunikacijskih stupova, to \u0107e poruka biti jasnija, a vjerojatnije \u0107e anga\u017eirati i na kraju konvertirati.<\/p>\n\n\n\n

U\u010dinite svoju hotelsku operaciju usmjerenom na goste<\/h2>\n\n\n\n

U\u010diniti iskustvo va\u0161eg hotela \u0161to je mogu\u0107e vi\u0161e usmjerenim na goste idealno je za pove\u0107anje anga\u017emana. Na primjer, mo\u017eete implementirati virtualnog koncijera, koji \u0107e vam pomo\u0107i da prioritizirate svoje goste na svakom koraku.
Virtualni koncijer olak\u0161ava im kontakt s vama tijekom njihovog boravka, dok vam omogu\u0107uje br\u017ee odgovaranje na upite i pru\u017eanje izvanredne usluge. Bilo da im omogu\u0107ite prijavu i odjavu online bez \u010dekanja u redu ili postavljate i odgovarate na pitanja tijekom njihovog boravka, to je odli\u010dan na\u010din da se gosti osje\u0107aju kao da su im potrebe zadovoljene, \u010dime se pobolj\u0161ava zadovoljstvo kupaca.<\/p>\n\n\n\n

\u0160to je kvaliteta usluge bolja, to je vjerojatnije da \u0107e va\u0161i gosti pisati pozitivne recenzije i ostati u kontaktu s va\u0161im brendom dugo nakon \u0161to se odjave.<\/p>\n\n\n\n

Iskoristite podatke<\/h2>\n\n\n\n

Danas imamo vi\u0161e podataka dostupnih na dohvat ruke nego ikad prije. Kori\u0161tenje ovih podataka za isporuku personaliziranih i ciljanih poruka u\u010dinit \u0107e da gosti vjerojatnije komuniciraju s porukama i stoga \u0107e vjerojatnije konvertirati.
Kao dio va\u0161e strategije, zapo\u010dnite definiranjem profila va\u0161ih gostiju. Podaci \u0107e vam dati informacije o tome \u0161to tra\u017ee kako biste mogli pru\u017eiti bolje i br\u017ee rje\u0161enja za njihove upite. Bolje poznavanje va\u0161e ciljne publike tako\u0111er \u0107e ih potaknuti da vas bolje upoznaju.<\/p>\n\n\n\n

Nadalje, mo\u017eete koristiti umjetnu inteligenciju za pobolj\u0161anje iskustva u hotelu. Hoteli tako\u0111er mogu iskoristiti podatke i tehnologiju za pobolj\u0161anje interakcije dok su na licu mjesta. Pro\u010ditajte vi\u0161e o tehnolo\u0161kim trendovima koji mogu pomo\u0107i va\u0161em hotelu.<\/p>\n\n\n\n

Zaklju\u010dak<\/h2>\n\n\n\n

Kao \u0161to smo raspravljali tijekom ovog \u010dlanka, imati strategiju anga\u017emana gostiju mo\u017ee pomo\u0107i va\u0161em hotelu da bolje komunicira s va\u0161im klijentima i pru\u017ei besprijekorno iskustvo i online i offline. Da biste to postigli, hoteli mogu koristiti tehnologiju za pobolj\u0161anje anga\u017emana u svim fazama putovanja gosta, poput implementacije virtualnog asistenta koji mo\u017ee lako odgovoriti na pitanja i pomo\u0107i gostima u bilo kojem trenutku.<\/p>\n\n\n\n

\u0160to je bolje iskustvo koje mo\u017eete pru\u017eiti gostu dok boravi u va\u0161em hotelu, to je vjerojatnije da \u0107e podijeliti svoje mi\u0161ljenje online i nastaviti se anga\u017eirati s va\u0161im brendom na dru\u0161tvenim mre\u017eama u budu\u0107nosti.<\/p>\n\n\n\n

Implementacija strategija o kojima smo razgovarali tijekom ovog \u010dlanka pomo\u0107i \u0107e pobolj\u0161anju iskustva branda, pobolj\u0161anju stopa zadr\u017eavanja i omogu\u0107iti vam da pove\u0107ate rezervacije, dok istovremeno pobolj\u0161avate ukupnu razinu zadovoljstva kupaca i stje\u010dete vrijedne povratne informacije i uvide kupaca.<\/p>","protected":false},"excerpt":{"rendered":"

Hotel Guest Engagement Guest engagement is a strategy that can be used to influence potential client behavior, especially to drive hotel bookings and increase brand loyalty and retention rates. 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