Bookings Booster Seminar This work is licensed under the Creative Commons Attribution-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/4.0/. www.guestready.com.au
Jodie Robert Acknowledgements www.guestready.com.au http://about.me/jodiewillmer http://about.me/robert_nagy These slides have been lovingly prepared for the community by: Please direct all enquiries to [email protected]
Our objective is to provide a number of valuable insights to help boost your bookings on Airbnb. www.guestready.com.au
Hosting is an Entrepreneurial Activity Congratulations… you’ve just become a micro-entrepreneur! www.guestready.com.au
Guests Have Lots of Choice www.guestready.com.au There are more and more listings offering a similar service. However…
Building your online reputation is of paramount importance. Build Your Reputation www.guestready.com.au You need to…
www.guestready.com.au Reputation is built by being credible, reliable and likeable… Reputation Fosters Trust Credible Reliable Likeable Trust Lives Here
Credibility Occurs when people believe you are capable of meeting their needs & expectations. www.guestready.com.au
Reliability Occurs when you consistently demonstrate that you deliver on your promises. www.guestready.com.au
Likeability Occurs when people believe they will share enjoyable experiences with you. www.guestready.com.au
Appeal to Their Emotions “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Directly Impacts: Behaviour Decision Making Memories Dr Maya Angelou www.guestready.com.au You need to…
Build Relationships Building a meaningful relationship with guests is an important part of creating a memorable experience. www.guestready.com.au
Communicate to Relate Effective communication builds strong relationships. www.guestready.com.au
It’s All About You! www.guestready.com.au “People are no longer consuming to keep up with the Joneses, they’re consuming to get to know the Joneses.” Rachel Botsman, 2012 People want to meet the real you. Remember… (it really is)
What’s The Secret Sauce? www.guestready.com.au The secret sauce is authenticity!
“People don’t buy what you do, they buy why you do it.” Ask Yourself ‘Why’ Simon Sinek, 2010 “We believe in providing our guests with a memorable experience because...” ? www.guestready.com.au You need to… That’s where you’ll discover your passion!
Tell Your Unique Story www.guestready.com.au Your online listing is an opportunity to tell your unique story.
Address Your Target Market Tailor your messaging to appeal to the guests you want to attract. www.guestready.com.au
The Phases of Travel Dreaming Planning Doing Reflecting www.guestready.com.au Guests go through a number of phases before, during and after their travel experience.
The Guest Buying Cycle www.guestready.com.au Research Short List Enquiry Decision Booking Make it easy for them to choose you! Guests go through a number of stages leading up to a booking.
Psychographics www.guestready.com.au Personality Values Attitudes Interests Opinions Lifestyle Appeal to your guests by getting to know them from a psychological perspective.
There are five indicators of trust including your association with Airbnb. Indicators of Trust www.guestready.com.au Reviews References Ratings Verifications Airbnb (Social Proof) (Objectivity)
www.guestready.com.au Converting Interest Into Bookings Interest Booking Lost opportunity People who view your profile People who book with you
Avoid Selling Yourself Short www.guestready.com.au You can charge more and earn more when you deliver more. Value Remember that you are offering a unique experience. Scarcity Base your pricing on the unique value you deliver.
www.guestready.com.au The Stages of Engagement Pre-Arrival Arrival In-House Departure Post-Departure 2 3 4 5 1 Understanding where your guests are along their journey will help you build an engaging communications strategy.
Accuracy Communication Cleanliness Location Check In Value Guest Evaluations Guests will evaluate their stay using six main criteria. www.guestready.com.au
Guests need to know what to expect and what is expected of them. Educate Your Guests! www.guestready.com.au Your home is not a hotel You are not housekeeping, room service or the concierge You anticipate awesome reviews all round (Unless you want to be!)
www.guestready.com.au Airbnb Hospitality Standards Accuracy Communication Availability Commitment Cleanliness Amenities Welcome Support Reviews
Maintaining High Standards Your guests are depending on you. It’s up to you to raise the bar. Seek assistance where you need it. www.guestready.com.au
www.guestready.com.au Getting Things Done Have a system in place that allows you to get things done before guests arrive. It’s about creating memorable guest experiences – for all the right reasons!
Getting Help You’re not alone! Reach out for help when you need it. www.guestready.com.au
Start building relationships with tradespeople you can rely on Maintenance www.guestready.com.au Don’t wait until things go wrong It’s important to be proactive about maintenance.
www.guestready.com.au When You’re Away Good systems and a backup strategy will help keep things running smoothly.
Have a System www.guestready.com.au Policies Procedures Processes Work Instructions Templates Forms Checklists Guest Ready provides a useful Hosting Toolkit at: www.guestready.com.au
Use Effective Tools & Resources www.guestready.com.au Computer Software & Apps Mobile / iPad Websites Books Memberships Training
Track Your Results www.guestready.com.au Get a handle on your success by keeping track of your results and tweaking things where needed.
A Few Things to Track Pre-booking enquiries Booking requests Bookings accepted Bookings declined Bookings cancelled www.guestready.com.au
www.guestready.com.au Analyse your results on a weekly or monthly basis to see how you’re tracking against your goals. Analyse Your Results Enquiries per month Percentage of enquiries that became bookings Booking requests per month
Financial Performance www.guestready.com.au Keeping track of your financial performance is crucial for a successful business.
Continuous Improvement www.guestready.com.au Quality Outcomes Plan Do Check Act Use the “Plan, Do, Check, Act” approach to make gradual improvements over time.
www.guestready.com.au Trusted Advisor Expertise Guidance Support Objectivity Clarity We’re here to help. Let us know what we can do for you…
Q&A Session www.guestready.com.au
www.guestready.com.au Get verified photos Your Next Steps Tell your authentic story Build your reputation “If not now, when?” Hillel the Elder (c. 60 BC-10 AD) Update your calendar Charge based on the unique value you deliver www.guestready.com.au
www.guestready.com.au Thanks a bunch… you’ve been awesome! Safe Travels
Did you enjoy this presentation? The template we used can be purchased at: http://slideshop.com/ The ‘flat’ style vector graphics we used can be purchased at: http://depositphotos.com/ www.guestready.com.au Please direct all enquiries about Guest Ready to [email protected]