With repeat business running at an impressive 50%, an innovative new guest management system is helping a small hotel on Exmoor in Devon to enhance their visitors' experience and increase customer loyalty and retention for the future.
The Old Rectory Hotel is one of only twelve hotels in the UK – all of the others in London - using the new Guestfolio management system. The system provides a seamless suite of Guest Relationship Management (GRM) tools, from customisable confirmation emails to post-stay surveys and newsletters to a dynamic Mobile Concierge trip planner.
Huw Rees and Sam Prosser, Owner/Managers of The Old Rectory Hotel, have always excelled at customer service. Their country-house style hotel, nestled in the tiny hamlet of Martinhoe on the Exmoor coast, has just 11 en-suite guest rooms and on-line reviews are full of praise for the warm welcome guests receive here. "We have a personal relationship with everyone that stays and Guestfolio enhances and develops this online," says Huw. "We really like the fact that this system is so comprehensive in giving us the tools to manage our guests experience from start to finish. The dynamic Mobile Concierge planner means that we can offer advice and information tailored to our guests' preferences even before they arrive. We are able to provide all the details they need to plan their stay in advance, and to give them hotel and destination information to use at their fingertips."
The system engages guests at key touch points both before during and after their stay and is also sophisticated in terms of what it measures, giving real-time feedback on marketing iniatives such as newsletters. The Real-time Hotel Newsletter ROI tracker shows exactly how many people have made a booking at the hotel after receiving the newsletter – an industry first.
Corporate escapees Huw & Sam bought The Old Rectory Hotel just over 5 years ago and have invested over ½ million pounds – and a lot of hard work - in a rolling renovation programme to transform this charming Georgian pile into an award-winning place to stay. The new Orangery constructed this year is a beautiful addition to the original building, some parts of which date back to 1530. A powerful super fast broadband connection has just been installed so that guests can pick up complimentary fast broadband despite being deep in the countryside
Returning Guests now have their own name and 'The Old Rectorians' is developing into a popular loyalty club with members having access to special offers and opportunities to buy local produce at a discounted rate. (maybe a quote about returning guests here?)
"The Old Rectory Hotel is our first client outside the city", enthuses Melissa Trottier, Content Specialist at Guestfolio. "Typically it's the high volume city hotels that invest in this kind of service. The Old Rectory Hotel is definitely ahead of the game!".