Industry insights from Ocean View House
“Sore feet!” was Ali’s answer when asked what she brought back from experiencing a day in the life of a guest house manager.
During her visit she learnt about choosing target markets, making sure guests are happy and comfortable, and encouraging them to tell the world about it on TripAdvisor.
Identify Your Target Market
“A great tip that I was able to bring back is to look for a target market that suits your guest house. Ocean View House‘s clients are mostly foreigners who found the property on international sites like Booking.com, Agoda and Expedia. Quite a few overseas guests arrived on the day of my visit. With their great customer service and beautiful views, the guest house converts online bookings into direct bookings when the customer books straight with them next time around.
Great Service = Happy Guests
Many may think that the advice of providing service with a smile, being friendly and going the extra mile is clichéd, but it seems to work wonders for Ocean View House. The guests don’t hesitate to go to the staff for advice and interact with them as if they are long lost friends.
Respond to Reviews
In this age of digital- and social media, TripAdvisor reviews and responding to comments in the correct way is very important to the property. These responses will be read by many other potential guests, and can help them decide to book or to choose another hotel.
Lastly, it was also impressive to see how all employees work together and manage everyday duties (and some unexpected problems) with calmness and happiness. This is why NightsBridge and the integration with Hotelier are so imperative to them – it saves precious time they can spend on many other things!”
Our In Your Shoes project is an effort at familiarising our new staff with the B&B or guest house environment.
We want them to get in on the action at a client’s property and experience the variety of skills, expertise and tasks the owner or manager of a property has to juggle on a daily basis.
We have respect for how busy your day is and we think it is important to help our newbies understand the implementation of NightsBridge from your point of view.