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Marketing Essentials for Independent Lodging by Marie Lanier, Pamela Lanier

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CHAPTER 9

Guest Communications—A Bird in Hand

Once you have acquired a new guest, how do you keep them coming back for more? We will dive into this topic and discuss five ways to ensure we keep our bird in hand and happy as a lark.

Most independent, small lodging properties do not have a full-time or even part-time support staff to carry out sales, marketing, or PR initiatives. Owners are too stretched; it’s a lot to run a small property with little support, so it’s understandable why guest communications fall short once the guest leaves your property. This is where technology and AI (artificial intelligence) needs to work in your favor. A superior technology platform is not only going to log the guest transaction and note why the customers came ...

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