A hotel or resort can no longer underestimate the importance of an online booking system. A big percentage of hotel reservations in the industry is made over the internet compared to traditional reservations via phone. Hotels that wish to expand their reach internationally should understand how an online platform provides convenience and accessibility to travelers from abroad.
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An online booking system enhances customer service because it is open 24/7 to accept reservations. While the same is true for a 24-hour hotline, an online platform is more convenient because people are most likely to be in front of their office computers or have their mobile devices on them. Moreover, it skips the hassle of phone calls being queued when all operators are busy.
An effective website and booking engine can also be designed to package promotions or deals on the dates the guest chooses. This creates opportunities for additional revenues. Other offers such as a pickup or limousine service can also be prompted.
Lastly, by encouraging the majority of reservations to be done online, management can better track and analyze customer data in a structured system. This enables the marketing team to tailor fit loyalty programs to induce repeat business.
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John Jefferis, a distinguished hotelier with over 40 years of experience, is also the owner and chairman of Coco Reef Resorts. For more blogs about hotel management, follow this link.
