How to effectively walk guests

Winning the loyalty of a walked guest is possible with a balance of communication, compassion, empathy and professionalism.

In our industry, guests are usually only walked (moved to alternate accommodations because no rooms are available) because of two scenarios. First, when an event reduces your room inventory unexpectedly on a sold-out night, leaving you overbooked. Second, when strategically overselling your hotel backfires and more guests show up than you have rooms for.

In either case, there is a proper way to handle the situation to reduce customer complaints.

First, you need to identify the guests you will walk. When choosing who to walk, take into consideration a few factors:

  • Are the guests members of your brand’s loyalty program? (Try to avoid walking these guests whenever possible.)
  • How many nights are they staying?
  • What rate are they paying?
  • What channel did they book through?
  • What type of room did they book?

Read More

By: Ryan Sorensen (Author of “The INNside Story)

The above is an extract of the original article available at: HotelNewsNow


About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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