Tour
The problem
A new age of hotel guest has emerged in the last few years: the savvy Internet traveler. These travelers use the Internet and vertical search engines like Kayak as their research tool, leverage user review sites like TripAdvisor to get the “real deal” on the hotel, and book directly with the hotel to ensure best possible price and a direct confirmation for their stay. Research shows that this behavior started with business travelers that typically stay at hotel chains, but is increasingly penetrating market segments that look for independent non-branded hotels.
These changes are creating a dilemma to the independent hotel manager that has traditionally invested little in online marketing and distribution. The dilemma consists of what we call the 3 SSS of online travel: Search, Sales and Service:
- Search: How do I get visitors onto my website?
- Sales: How do I convert website visitors into guests?
- Service: How do I provide an experience that satisfies and makes my guests return?
The solution
GuestCentric provides an easy to use, affordable online marketing and distribution platform for independent hotels. The platform offers a professional web display of the hotel property, a next-generation booking engine to convert visitors into guests, and online marketing tools to foster repeat business, loyalty and customer intimacy. We call this virtuous circle Look, Book and Interact.
Look
GuestCentric allows independent hotels to promote their properties online with sophisticated tools up until now only available to hotels with large budgets.
The GuestCentric platform creates an attractive property display using industry best practices and includes the latest interaction elements like banners based on Flash technology and mash-ups with weather forecasts and other public web services. For certain GuestCentric editions, a monthly Google AdWords budget is included, providing additional visibility to your property through Search Engine Marketing.
Book
GuestCentric provides a next-generation booking engine based on the latest Ajax technology. The booking engine provides guests a unique shopping experience that allows you to increase conversion rates, increase revenue-per-stay and generate satisfied guests.
GuestCentric’s breakthrough booking engine provides a fully interactive shopping experience allowing key features like deal shopping or one-click checkout for returning guests without long wait times and multi-step processes. In addition, guest information is verified and room availability is checked in real-time before confirming the booking. The GuestCentric booking platform eliminates double-bookings, reduces bogus reservations, and improves the experience for returning guests by providing automated validation of guest information, real-time availability and pricing.
Interact
GuestCentric provides an integrated platform to manage all your online marketing and distribution needs. The tight integration between the different components in the platform allows the system to automatically highlight special offers, packages or special events encouraging upgrades, filling up rooms in dates where occupancy is lowest.
Lastly, the Guestcentric platform automatically creates guest profiles and records guest usage patterns and preferences for hotel managers to quickly identify the most profitable guests and target them for special offers, promotions or loyalty programs.
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