Mastering the Art of Guest Engagement

A beautifully designed property and top-notch amenities are great, but they’re not enough to make guests feel truly connected. Engagement is what transforms a simple stay into an experience that guests cherish and share with others. Whether through meaningful interactions, customized services, or unexpected surprises, guest engagement plays a crucial role in increasing bookings and ensuring repeat visits.

Building Personal Connections

Engaging with guests starts the moment they inquire about a stay. Quick, friendly responses to queries can set the right tone even before they arrive. Once they check in, a personal touch—like a short conversation about their travel plans or offering tailored recommendations—can make them feel valued.

For example, a boutique hostel in Japan asks guests about their interests upon check-in. A solo traveler passionate about photography might receive a custom itinerary featuring the best sunrise and sunset spots, creating a highly personalized experience.

Creating Interactive Experiences

Guests love to participate in activities that immerse them in the local culture or unique offerings of the property. Hosting a farm tour, a cooking class with local ingredients, or a storytelling night around a bonfire can create memorable moments.

A homestay in Bali, for instance, invites guests to join the family in preparing traditional Balinese offerings. This simple but interactive experience fosters a deep cultural connection, making visitors feel like more than just customers.

Encouraging Digital Engagement

In today’s world, guest engagement extends beyond the physical stay. Encouraging guests to share their experiences online, tagging your property on social media, or leaving a review builds credibility and attracts future visitors.

A farmstay in Australia offers a free breakfast upgrade to guests who share a photo of their stay on Instagram with a specific hashtag. This simple incentive not only increases guest interaction but also serves as organic marketing.

Interactive Reflection: 10 questions

1. How do you currently interact with guests before, during, and after their stay?
2. Do you personalize guest experiences based on their preferences?
3. What unique activities can you offer to encourage interaction?
4. Are you leveraging social media to keep guests engaged?
5. How often do you ask guests for feedback, and do you act on it?
6. Do you have a system for recognizing and rewarding repeat guests?
7. How do you make solo travelers or introverted guests feel included without overwhelming them?
8. Is there a small surprise you can introduce to make guests feel extra special?
9. How can you use technology (WhatsApp, email, social media) to stay connected with past guests?
10. If you were a guest at your own property, would you feel truly engaged?