COVID-19: Four Tips to Properly Communicate With Your Guests
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Melissa Jordan
We know that this is a very challenging time and our first priority is the health and well-being of everyone.
To help your team through this uncharted territory, whether in your messaging or day-to-day operations, our Partner Services team created this list of tips:
Carefully Consider Resort Updates
Don’t sent blasts to the whole database
Only send updates to pass holders, recent guests, or guests with a reservation on-the-books
Review what the remainder is and throttle any additional messaging
Review Upcoming Scheduled Email Sends
Sales / deadline messages that are promotional should be postponed; the best timing is not right now
Hold back on pass sale deadlines for this week
Evaluate Automated Messages
Review subject line sensitivity and adjust as needed
Pause and examine Pre-Arrivals, and if needed, make updates to cancellation policies
Pause and examine Post-Departure Surveys and promoter response campaigns
Prepare Key Distribution Lists in Advance
So you are prepared when you need to send an urgent message, have your key distributions lists ready. This should include:
Local / Regional / National
Guests who are currently at the resort
Guests who have reservations on-the-books
Our entire team is ready and willing to roll up their sleeves and help when needed. Whether there’s more to do than you have people to do it or just need a quick break to decompress, please know that we are here for you.
We wish everyone the best, and hope for more normal days ahead very soon. Please stay healthy and safe.
