Mark Simpson (speaker) discusses how hospitality providers should aim to create memorable guest experiences that guests will share with others. He emphasizes contacting guests shortly after booking—advocating for a call about 24 hours after booking—to learn who the guest is and why they are staying, and to gather useful "juicy" information that can inform personalized service.
We're in this industry of creating experiences. We want your guests to go home and tell their friends, their co workers, their family, their next door neighbor about the amazing place that they've just stayed at. And I'm a big fan of contacting the guest as soon as possible after a booking. I've done a podcast episode on this about why you should call your guest 24 hours after the booking. Because. Because it will just give you so much information about who the guest is, about why they're coming to stay with you, and all of that juicy stuff.
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