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Pre-Arrival Communication

Pre-Arrival Communication

What is Pre-Arrival Communication?

Pre-arrival communication is all the messages between a hotel and its guests that happen after a booking is made but before check-in. This includes emails, messages, and calls. These confirm details, share useful information, and set expectations for the stay.

In hotel operations

Clear communication before arrival speeds up check-in, reduces confusion, and improves the guest experience. It helps hotels confirm reservation details, collect special requests, promote upgrades, and provide essential information like directions, parking, or check-in times.

Automated systems or AI assistants can send personalised messages through email, text, or WhatsApp, and they can be set up to work with the Property Management System (PMS). This ensures that each guest receives the right information at the right time without manual effort.

The most important thing to know is

Proactive pre-arrival communication enhances the overall guest experience. It also allows the hotel to promote additional services and gather guest preferences to personalise the stay.

A guide to managing communications before a guest arrives

  • Send a confirmation message straight away after making the booking.
  • Send reminders 1–2 days before arrival with check-in instructions and available upgrade options.
  • Use tools that work with your PMS or CRM.
  • Send the right message to the right person, based on their profile and how they booked.

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Other Key Terms

Overbooking Management

Overbooking management is the practice of selling more rooms than are physically available, anticipating cancellations or no-shows. Hotels use this strategy to maximise occupancy and revenue while aiming to avoid having unsold rooms.

In-Stay Promotion

In-stay promotions are targeted offers or messages sent to guests during their stay to encourage additional spending or participation. These may include room upgrades, spa discounts, dining deals, or late check-out options. Offers can be delivered via email, mobile app, text message, or in-room devices.

Manager on Duty (MOD)

A Manager on Duty (MOD) is the hotel manager who is in charge during a specific shift when the General Manager or other senior managers are not there. The MOD ensures smooth hotel operations, deals with any guest issues, checks the quality of the service, and makes sure that different departments are working well together.

Hotel Data Integration

Hotel data integration refers to the process of connecting different hotel systems so they can automatically share information. This includes platforms such as the PMS, CRS, CRM, POS, and channel manager. It eliminates data silos and ensures that information such as reservations, rates, and guest profiles remains synchronized across all systems.