Optimizing Your Resort’s Presence For Online ReservationsConverting Online Visitors Into Paying Customers
Introduction
Fun MN Landmark Trivia!
Quick “Poll”
Today’s Traveler
The goal of your web site
What is a “Booking Engine”?
Available “Types” of booking engines
Features of a booking engine
Q & A / Discussion
Agenda
Jeff HebrinkCustomer Success ConsultantRezStream
Over 8 years in the Resort/Hospitality software industry
Started with MunsenWare / Guest Tracker in 1998
Born and raised in MN. Currently live in Elk River, MN
Married with 2 boys
Enjoy fishing, golfing, boating, hiking, outdoors. (And TV!)
Who is RezStream?
Established in 2005
Headquartered in Denver, CO
22 employees
Software, website design, digital marketing
Independent properties
Average size property is 13 units
Who we are:
What we do:
Now, for the good stuff…
Quick Poll
Do you currently use a PMS (Property Management
System) at your resort?
Do you currently show availability on your web site?
Do you currently offer online reservations at your resort?
Today’s Traveler
Over 148 million reservations are made online every
year (and growing).
Over 60% of ALL leisure travel reservations are
made online
Over 65% are made on “Brand” web site (not
Expedia, Booking.com, etc.)
97% of people now prefer to find business online
Over 50% of today’s travelers will rush to the
keyboard, rather than the phone to make their travel
bookings
What is the goal of YOUR web site?
Provide resort information
Showcase your resort
Show amenities
View activities
Showcase area
Get them to MAKE A RESERVATION!!!!
What is a “Booking Engine”?
Simply put, your booking engine is an online system that shows availability and/or makes reservations 24/7/365. It’s a solution that communicates with your Property Management System (PMS) to update your calendar and availability either real-time or periodic updates.
Pros
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?
?
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Cons ?
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Types of Booking Engines…
“View only”
The ability for users to view a
calendar and check your availability
(real time or periodically updated) or
type in requested dates to see
availability.
User must call to book the
reservation.
Reservation “Request”
The ability to view availability (real
time or periodically updated) and
fill out a form to “request” a
reservation.
User must wait to hear back as to
whether the reservation will be
accepted.
“Book Now / Make a Reservation”
The ability to view a calendar or enter
dates and finish the booking online in
real time.
No waiting for a response, no need to
call.
Why do I need a booking engine?
Can book on THEIR time, not yours
User’s are looking at work, or late at night
No need to keep looking
They like your property, why go anywhere else?
Instant gratification
Receive instant response that their vacation is booked
It benefits the guest:
It benefits you!
Can book on THEIR time, not yours
User’s are looking at work, or late at night.
Like having a 24/7/365 employee booking reservations.
No need to keep looking
They like your property, why go anywhere else?
Don’t let them find another property because they can’t book yours.
Instant gratification
Receive instant response that their vacation is booked.
No need for you to respond with a call or email (unless you want).
“… It allows customers to do their own figuring out of their
specific vacation. For example, they have 8 people and need so
many beds and need a specific time frame. When they call us
up they have already figured out exactly what they need. I think
it sets us apart because they figure things out ahead of time so
when they call they know exactly what they want. It also helps
in that we don't need to keep waiting lists or contact customers
that were looking for a cabin. Often by the time you call them
back they have found something else. Our availability or lack
there of has considerably improved since we went
online. Before we went online with the cloud we used to have to
update ourselves and now we don't have to…”
Linda Schultz, Ten Mile Lake Resort
The “Little Things” matter…
Matching “Theme”…Make sure that your booking engine matches your web site!!
Booking “Widgets”
Put one on every page of
your web site.
People want to be able
to book as soon as they
have enough information
to do so.
Individual Unit
Calendars
Individual unit pages on web site AND
individual unit calendars on those pages.
When a guest finds a unit they like, let them
book it!!
Mobile!!!
Make it easy to book with your fingers!!
MOST of the people browsing the internet are
doing it on mobile devices.
Keep them engaged in the process
“Clickable” links
“Clickable” links that will provide more information
without leaving the booking engine.
Booking stages
Let them know what “stage” they are in
Transparency
Let them easily see selection, prices and be able to
add/remove easily.
Sell “Add-ons”!!
“Get ‘em while they’re hot!!”
Showcase add-on products/packages.
Final Thoughts…
Think like the guest
There’s no “One size fits all”
Find the “Right” solution
Ease into it
Ask questions!
Thoughts? Questions?