Hotel & Resorts - From A Single Location To International
Brand Standard Roll Out
How does your hotel sound?
Think about it....often in the hotel industry, the first impression of your hotel or resort is when a potential guest calls your property. At On Hold Marketing & Communications, we work with you to understand your particular brand and create an effective Telephone On Hold marketing campaign that will captivate your potential guests.
For almost 20 years, we have worked with hotels and resorts around the world.
Some are small, quaint boutique hotels that want to present a chic, modern feel while others are chains creating a brand standard to cater to corporate travelers to resorts and conference centers that want to promote their amenities.
What Should a Hotel Or Resort Talk About On Hold? Here Are A Few Ideas:
When guests and potential guests are on hold, take the opportunity to market the attributes of your property. Our clients, world wide, use on hold marketing to highlight what makes them unique: Consider the following:
- Locale – What are your nearby attractions? Are you close to a convention center, town square, college or sports team? What makes your property an ideal location and why?
- Branding – Incorporate your current "Tag Lines" throughout your on hold message.
- Business Services & Concierge – Do you offer a business center with fax and copying services and internet access?
- Rewards Programs – Outline your membership benefits
- Packages & Getaways – What specials do you offer? Extended stays, Spa Weekends, Romantic Escapes?
- Make Friends and Followers – Promote Facebook, Google, Twitter, Custom Iphone Apps and all social media.
- Fitness / Pool / Spa – How do guests book appointments? What services are available at the spa?
- Food & Beverage – Is there a restaurant and lounge on site? How close are you to local dining establishments? Do you offer "Express Breakfasts"?
- Meeting & Event Space – Is there an event planner on staff? What are your technology capabilities? What size events do you accommodate?
- Guest Room Amenities – Do you offer work space, Internet capability or seating area? Do you specialize in plush accommodations, beds or bedding? What extras are included in your suites?
If you are a multi-location brand, we can create and support your Brand Standard Worldwide with corporate marketing messages. Your guests will hear the same voice style, music background and “brand standard messages” when they call New York, Hamburg, Beijing, Paris, Nova Scotia or anywhere in the world. We work with your branding team to update your On Hold Marketing program throughout the year and carefully target your marketing goals.
Your Annual Marketing Calendar
Sample talking points and ideas for Monthly On Hold Updates
Happy New Year, Guest Appreciation, President’s Day Extended Weekend, Valentines Day Romance Packages, Local St. Patty’s Day Celebrations, Mardi Gras Themed Celebration for February 21st and more. Is your hotel particularly beautiful in the June and July wedding season? Now is the time to tell newly-engaged guests about your services for private events or large bookings. Reward Programs?
Extended Stay for the President's Day long weekend. Romance anyone? How will you pamper your guests this Valentines Day? Boast your high end restaurants? Now is a good time to encourage making Easter, Mother's Day and Father's Day reservations. Mention Winter appropriate cuisine.
Winter is winding down and your guests want to step out of hibernation. Detail your outdoor facilities. Highlight upcoming celebrations including St. Patty's Day, Easter Dining, Mother's Day and Father's Day. If your hotel is near a large college or University invite them to make their graduation weekend reservations and express your congratulations.
Is your fitness center calling to your guests' to shape up for summer? Is your outdoor pool or sauna now open? Advise people to make dining reservations for Mother's Day and Father's Day or upcoming special events. Highlight any private function and catering capabilities. Concierge services?
Your On Hold script can list all of the inviting features of your hotel such as attractive grounds, a nearby quaint town square or outdoor market. Mention Spring appropriate cuisine like fish and salads. Talk about outdoor functions that will entice guests to stay at your hotel.
June / July
What activities and special events are accessible from your location? Encourage your guests to make dining reservations for special occasions. List outdoor amenities. Are you offering a July 4th special for an extended stay weekend? Don't be shy about promoting fall promotions or special events.
It is hot out there! This is the time to talk refreshment, amenities, great outdoor bars and lounges, cool drinks, fresh salads and local summer fun.
We recommend promoting your holiday offerings at this time. Hotels need to highlight catering options and encourage callers to book private functions, business meetings, holiday gatherings and more. If you are offering dining for Thanksgiving, Christmas Eve, Christmas and News Years Eve, it is not too early to encourage reservations.
Fall festivities: foliage tours, Halloween celebrations, wine tasting, hayrides, local football, kayaking, golf and more. Continue to promote holiday events and catering. Feature any changes you may have in your food and beverage menus to reflect the change of season.
A wonderful way to put your callers in the holiday mood. Our wide selection of holiday background music adds just the right touch. Our writers will thread holiday greetings and wishes into your message. Promote all of your seasonal events and warm, comforting holiday menus.
Please keep in mind that this industry-specific information is meant to be a guide.
Our capable script consultants will work with you to gather notes on your thoughts,
ideas and expectations of your On Hold Marketing program.
Please call us at 800.932.2175 to get started.