Ever wonder what kind of friend your hotel guests would be if they were part of your social circle?
Well, whether they booked through an OTA, walked in off the street, or came as part of a big group, every guest has a unique role. Some are your trusty companions, while others… let’s just say they’re the neighbor you’re not so sure about.
Let’s do this:
OTAs: The Neighbor Who Shows Up Unexpectedly
Guests who book through OTAs like Expedia or Booking.com are the neighbors who drop by unannounced. You’re polite, you’re happy to help, but it’s mostly transactional. They don’t know your quirks, and you probably don’t remember their name after they leave. They booked through a third party, took your best available room, and might disappear until the next time they need something. No deep connection here, but hey, they help fill the house.
Direct Bookers: Your Spouse Who Knows You Best
Direct bookers? They’re the spouse. They know all your secrets, and they’re still here! They trust you, they don’t need a middleman, and they’ll often get the best perks because of it. Early check-ins, late check-outs, or a cheeky room upgrade—direct bookers are the ones who get the VIP treatment because they came straight to you. They’re the foundation of your relationship status (and revenue).
Groups: The Extended Family Who Brings Controlled Chaos
Group bookings—your extended family. They arrive in full force, take up every corner of the house, and need you to plan everything. It’s a bit chaotic, but they’re worth it because they fill the place up, stay for a while, and keep coming back for weddings, conferences, or family reunions. You need patience, coordination, and a ton of coffee to handle them, but when they leave, you feel proud for pulling it off.
Corporate Bookers: The Co-Worker Who’s All Business
Corporate guests are like that dependable co-worker you grab coffee with. You know what they want—quick check-in, reliable Wi-Fi, maybe a solid breakfast before a busy day. They’re consistent, steady, and help keep the hotel running like clockwork during the weekdays. They don’t ask for much, but they’re crucial to your day-to-day operations.
Leisure Guests: The Obnoxious Friend Who Loves a Good Time
Leisure guests are the friend who’s always looking for a great time. They don’t visit all the time, but when they do, they want to experience everything—poolside cocktails, spa treatments, and city tours. They’re here for the full experience, so you roll out the red carpet. Keep them happy, and they’ll bring that positive energy every time they visit.
Delayed Flights: The Friend Who Always Shows Up Late
Ever had that friend who’s perpetually late but expects you to still be happy to see them? That’s the guest with a delayed flight. They stumble in at 2 AM, exhausted, and just need a bed. You’re there for them, even if it means shifting things around last minute. They’re grateful, but let’s face it, you’re just hoping for smooth sailing by the time they leave.
MICE Customers: The Colleagues Who Bring the Office to You
Meetings, Incentives, Conferences, and Exhibitions (MICE) guests are like colleagues who bring the entire office with them. They need meeting rooms, equipment, catering, and lots of coffee. It’s a big production, but when it’s over, it’s worth it because they usually leave with positive feedback—and, let’s be real, a solid boost to your revenue.
Now it is your turn: Wholesale, Walk in…Genius members?
Love,
Fabi
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