In the last Blog, we explored on the reasons guests choose to stay at Bed and Breakfast and in this article we are going on a deep dive on those reasons. As a premise, we formulated that guests choose to stay at Bed and Breakfast for (a) Unique Experiences and (b) Value. In practical terms, how can operators of Bed and Breakfast tangibly deliver the aforementioned and the answer is through digitized tools. Specifically, we are going to explore on two such tools in this Blog: ‘Message Automation’ and ‘Chat’ functions.
1. Message Automation Module
Imagine that you are a Guest and you have a standing reservation at a Bed and
Breakfast. Further imagine the following chain of events: First, right after you have made the reservation which you paid for using your credit card, you receive a ‘welcome message’ that summarizes the reservation as well as important information that relates to the forthcoming stay. Second, two days prior to arrival date or immediately following the welcome message if time to arrival date is less than two days, you receive a detailed instructions with regards to checking into the Bed and Breakfast as well as details on how to access all the amenities that are relevant to the purpose of your visit, such as the Wifi credentials and operating hours of the restaurant on site or in the area for the arrival date for instance. As part of both of these automated messages sent, you are invited to response with any questions you may have. These questions are then used to further enhance the automated messages; if the same questions are asked multiple times their answers will be included in the revised automated messages. Three, 15 minutes after the check in time on the arrival date, you receive a message inquiring how the suite or the room is and if any assistance is required. Four, Five, or Six will comprise of messages sent during the stay and after check out; customizable, as the first three messages are. Essentially, the automated messages take the place of a ‘concierge’ that is normally avaliable at the upscale hotels.
2. Chat Module
In the same way that messaging applications have enhanced communication
between people, allowing for voice, video, text, and data to be sent and received, the Chat function provides a channel for Guests and Hosts to communicate, as a ‘butlers’ would communicate to their Guests, only remotely, which is increasingly the preferred mode of communication for travellers.
Together, Message Automation and Chat Modules serve to ensure that the Guests feel taken care of. Having felt taken care of, the pillars of a ‘Unique Experience’ and ‘Value’ have been constructed. In the next Blog, we are going to explore how the construction is going to continue with the ultimate objective being maximization of ‘Unique Experience’ and ‘Value’.
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