Managing a hotel with several properties in its portfolio can be quite challenging, especially when talking about guest communication.

Each property has its own bookings, but in many cases, there is only one team behind the communication. The number of touchpoints and guest journeys can significantly increase depending on the number of properties and the amount of personalisation they want to use.

There is a need for consistency

Despite being different properties, they all belong to the same brand, which means they should reflect the same values, messaging, and visual elements. The more properties there are, the more complicated it gets to maintain the consistency and make it all look like a whole.

Communication is time-consuming

Managing communication for this type of hotel can be quite time-consuming if you don’t have the proper tools. Manually sending each email or WhatsApp message for each property can take hours and increase the risk of mistakes. Answering guests’ questions can also take a long time due to the high volume and amount of information staff need to manage.

Personalisation is complicated

But perhaps the more urgent matter is the fact that hotels with different properties lack personalisation due to how complicated can be for them to use it. Suppose one property has three guest journeys, one for business travellers, another for leisure travellers and another for returning guests. How much time will it take you to make this happen for four different properties and handle it manually daily?

The secret sauce: How Bookboost works for multi-property?

Hundreds of hoteliers are using Bookboost to fulfil their communication needs on hotels ranging from 2 to more than 15 properties. The platform was designed especially for multi-property hotels, with several features that turn daily operations from a hassle into easy and effective tasks you can cross off your list.

Visual guest journeys

In Bookboost Multi-channel CRM, you can see the entire guest journey (and all the included touchpoints), not just for each type of guest but for each property.

Switching from one to the other is easy and smooth, allowing teams to have clarity and be in control of what is being sent to which person and from which property. If you want to look at another property, you just need to select it.

You can design different journeys for each property. For example, if one property has a spa you want to try to upsell while others only focus on their restaurant offers, you can create similar journeys and make a difference in the offer.

Templates that can be shared

Rewriting and copy-pasting emails from property to property can be time-consuming (and boring). With the platform, you can build emails in minutes with the drag-and-drop system, customise them in the way you want and what is best: share them across properties. Say goodbye to writing the same message one hundred times!

Dynamic templates

What happens when one specific detail changes and you have 10 emails, 12 properties and 4 languages? We are talking about changing the same detail in 480 emails. Scary, right? With Bookboost, it is not.

You can use dynamic templates, meaning whatever you need to change, it only needs to be changed in one piece and this will be automatically updated in all the others. We know what you are thinking: Is this what hospitality heaven looks like?

Automation & workflows

Keeping track of each touch point for each guest is challenging for one property. Now imagine doing the same but for five, six or 20. Manually is a titanic task, but with automation, this is not just manageable but very easy.

With Bookboost, you build guest journeys with incredible clarity, and you can automate them so they work on their own, without any human intervention.

If you manage guest communication for several properties, imagine how much time you will save from not having to manually send or schedule each campaign.

Moreover, guests receive the information at the right time, which gives you higher possibilities of conversion in the case of upselling and other offers.

Personalisation tokens

Sending personalised messages doesn’t mean you need to spend too much time on the content for each guest or copy-pasting contact details and preferences. Bookboost has personalisation tokens that help you to personalise the message in seconds.

From the guest details to the arrival date, departure date, room type, and more. You can make your messages more meaningful in seconds.

Shared Guest Data

Having data silos is even more common when talking about a multi-property hotel. It is difficult to understand if a guest belongs to one single property or if it visits several.

With Bookboost, the data is shared across properties, which means you can extract insights based on all your properties, identifying loyal guests faster.

Unified messages

No communication operation is complete without talking about social media. Guests will write from different platforms, and that alone means you need to review different channels.

But what happens when the same guest writes about another property? And how to keep track of what goes with what?

Bookboost’s Unified Inbox solves the task. All channels are bundled into one general inbox. In there, not only you can differentiate by channel but also by property. You can create tags for guests depending on their category and create different inboxes per property and topic (a lost and found inbox for property number 6?).

You can also see the detailed profile of every guest and even track reservations and create views based on what you want to see there. For example, an arrival’s view for property A or a departure’s view for property B. You choose and you customise it for your everyday work.

More importantly, everyone accessing the platform can see what is happening with each guest, avoiding answering twice or providing conflicting information.

Multi-property means multi-opportunities

Although managing multi-property communication can be a challenging task, it is also a great opportunity to build a brand and explore things.

Using the right tech is not just about saving time but about making sure each staff member can work as efficiently and smartly as possible to make sure the experience for guests is smooth, offering high-tech but also high-quality interactions.

And for that, you need a tool that was designed for multi-property setups, like Bookboost.

Are you interested in seeing how Bookboost works and how it can help your multi-property hotel? Book a demo today.