Tips
If you work at a resort right now, we know that you’re traditionally very busy at this time of year. The start of the 2020-21 winter season is even more complicated in the ever-changing landscape of travel and recreation. Our team complied these quick Commerce reminders to help keep your to-do list on track! We know you have a lot to do, so let’s get to it.
If guests are booking lodging, chances are they are planning to ski and ride. Are you guaranteeing lift tickets with lodging? It’s something to consider when capacity is limited, and day tickets are sold out. It might be a good way to get heads into beds.
With the Thanksgiving holiday drawing near, so is the start of the holiday shopping season. Most retailers have already kick-started their Cyber Week sales, which is seen as the biggest sales opportunity of the year. This year, guests will want and need outdoor, socially-distant experiences. Help them complete their holiday shopping by offering some great deals to get outside and enjoy the best of winter.
Look at your occupancy over the next few weeks and months and identify where you could fill in some holes. Consider building some attractive promotions to entice the guest to get away at the last minute. Mountain visitors seem cautious to make long-lead travel plans, so be prepared to pivot quickly and often.
Have you considered selling long-term stays? If schools and workers are remote, consider month-long rates and include Wi-Fi. Provide guests with a list of socially distant, family-friendly activities guests can do to keep the kids busy, and provide board games and puzzles to encourage guests to stay in for the night.
Have you made your seasonal branding updates? Think about changing your confirmation email header, updating photos that help the guest visualize what your resort looks like during winter, and hiding product categories on your eComm site that have ended for the season (such as mountain biking). Need some additional help? Reach out to our Digital Services team.
The most important thing you can do to ensure the guest has a smooth booking experience is test and then test again. Go onto your own site and add items to the itinerary. Make sure waivers, customer requirements, and everything else is working as expected. Time spent now will save your agents time later and reduce abandoned bookings.
Don’t forget to look at your settings. You will probably find a few places where you could make changes. When was the last time you reviewed your deposit schedules and cancellation policies? If you haven’t updated them to be Covid-friendly, now is a good time. Fourteen new property amenities have been added to the Inntopia system so your guests can search for their particular COVID-related needs. New settings have also been added to Product Bundles allowing you upsell even more. And as the seasons change, it’s always a good idea to go over your photos, taxes, fees, user access, contact info, and more. We’ve created a great list that you can find here.
Much of your recent communications is probably centered around new protocols and guidelines. Don’t forget to tap into that deep-rooted desire that all skiers and riders have when opening day is approaching. They love the sport and are coming to have fun! Remind them that it will still be fun and that they will be creating new memories with their families. As much as we want to forget about the past year, there are still plenty of important things we want to remember.
If you need any help with these items, contact your Strategic Account Manager or our Frontline Services team. We’re looking forward to this winter, too!
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